What Is Your Returns/Exchange Policy?Updated 2 months ago
We want you to love the frames you carry. While we do our best to ensure accurate orders and satisfaction, we understand that sometimes a return is needed. Here's how our return policy works:
Eligibility for Returns
Returns are accepted when accompanied by the purchase of two (2) replacement frames.
To qualify, returned frames must:
- Be unused and in their original packaging
- Be active styles (discontinued frames are not eligible for return outside of the standard return window)
Refund Details
Once your return is received and inspected, we’ll process a refund for the original frame to your account or original payment method, based on your billing terms.
Exceptions
In some cases, we may approve returns outside of the standard policy, including:
- Special accommodations made at the account level
- Order fulfillment or shipping errors
All exception requests are reviewed on a case-by-case basis.
How to Submit a Frame Return
Option A: Submit Directly
- Invoice number
- SKU of the original frame being returned
- SKUs of the two new frames being purchased
If approved:
- A Return Authorization (RA) number will be issued
- A prepaid return label will be included with the shipment of your new frame
After return receipt and inspection, a refund for the original frame will be issued within 5 business days
Option B: Submit via Your TOMS Sales Rep
Share the following information with your rep if you have been assigned one:
- Invoice number
- Details and SKUs of the return and exchange frames
Your rep will coordinate with our customer experience team to submit the return request. All communication regarding the RA, label, and refund will be routed through your rep or directly to your office, depending on your preference