Customer Service

Shipping & Delivery

 

1.How much are the delivery charges?

We provide free shipping/delivery on all purchases. Please note that shipping charge of Rs. 50 will be charged if the checkout amount for the product you have purchased is <= Rs500.

2.What is the estimated delivery time?

The estimated time of delivery is based on the products purchased. It usually takes 2-5 business days for the product to be delivered at your doorsteps.

3.How will the delivery be done?

We process all deliveries through reputed couriers (Blue Dart, Fedex etc).

4.Are there any hidden costs (sales tax, octroi etc.)?

There are no extra taxes, hidden costs or additional shipping charges. The price mentioned on the website is the final price. What you see is what you pay. Our prices are all inclusive. All taxes are included with the list prices.

Note: A certain amount of import duty may apply for some countries. For instance, the CSC (customs clearance charge) is required in some European countries. Please contact the local custom for a specific amount of CSC.

5.How do you handle shipping delays?

From time to time, shipping delay occurs due to various reasons. We kindly remind you to enter your address correctly with proper cases, spaces and punctuations. If you’d like to have your order shipped to a company address, please don’t forget to write the company name as the integral part of your shipping address. In case the shipping delay occurs, please contact us or the courier service company for the most recent status.

Privacy & Security

This privacy policy sets out how OptrixStore.com uses and protects any information that you give when you use this website. OptrixStore.com is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. OptrixStore.com may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at contact@optrixstore.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to .

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.

COOKIE nameCOOKIE Description
CART The association with your shopping cart.
CATEGORY_INFO Stores the category info on the page, that allows to display pages more quickly.
COMPARE The items that you have in the Compare Products list.
CURRENCY Your preferred currency
CUSTOMER An encrypted version of your customer id with the store.
CUSTOMER_AUTH An indicator if you are currently logged into the store.
CUSTOMER_INFO An encrypted version of the customer group you belong to.
CUSTOMER_SEGMENT_IDS Stores the Customer Segment ID
EXTERNAL_NO_CACHE A flag, which indicates whether caching is disabled or not.
FRONTEND You sesssion ID on the server.
GUEST-VIEW Allows guests to edit their orders.
LAST_CATEGORY The last category you visited.
LAST_PRODUCT The most recent product you have viewed.
NEWMESSAGE Indicates whether a new message has been received.
NO_CACHE Indicates whether it is allowed to use cache.
PERSISTENT_SHOPPING_CART A link to information about your cart and viewing history if you have asked the site.
POLL The ID of any polls you have recently voted in.
POLLN Information on what polls you have voted on.
RECENTLYCOMPARED The items that you have recently compared.
STF Information on products you have emailed to friends.
STORE The store view or language you have selected.
USER_ALLOWED_SAVE_COOKIE Indicates whether a customer allowed to use cookies.
VIEWED_PRODUCT_IDS The products that you have recently viewed.
WISHLIST An encrypted list of products added to your Wishlist.
WISHLIST_CNT The number of items in your Wishlist.

Returns & Replacements

 1. To make you 100% satisfied is our supreme target. In case, for any reason, you are not fully contented with your purchase at "OptrixStore.com", our return policy will make your purchase a risk-free one.

2. Within 7 days after your receipt of your eyeglasses, you may return your eyeglasses to us for an exchange for a new pair.However you will need to pay for the shipping charges again when you request an exchange.

(a)         The price tag and any other identification tag, the invoice and the original packing must be intact and sent back;

(b)          The product should not have been used or should not have any dirt or scratches or tear or in short should not be rendered unsellable;

(c)          You need to mention your order number, the date of order and your date of receipt;

(d)          Ensure that the return package is appropriately sealed and sent to  "OptrixStore.com" as any damage in transit will continue to be your responsibility and this policy will cease to be applicable;

(e)          "OptrixStore.com"  has a dedicated team which will check the returned products and their decision of your request will be final to accept or reject.

(f)            Please contact at exchange@OptrixStore.com for all requests related to exchange of products.

3. It will be your responsibility to pay for the shipping cost of returning the original condition package to us. It is recommended to return the package via the trackable courier services to expedite the process of refund or exchange. No exchange will be processed before receiving the returned package at our side.

4. Only ONE new pair of eyeglasses/sunglasses/contact lenses can be exchanged for free if you are eligible for an exchange. The new pair will be produced in compliance with the original prescription. In case you’d like to choose better frame or lenses, the difference will be charged. Also the shipping charge for the exchanged new pair of eyeglasses will be for your account. Exchange or replacement will be processed once we receive the returned package at our side.

For some special orders in which the ordered prescription lenses are 1.57 Aspheric, 1.60 index, 1.67 index lenses, 1.74 index lenses, polarized lenses, Polycarbonate lenses, progressive lenses, bifocal lenses ,Photochromic ,as well as the Wraparound prescription sunglasses, 50% price on a new pair of lenses would be charged. Please feel free to contact our Customer Service at exchange@OptrixStore.com for more specific options.

9. If you have input the wrong prescription or have entered other information wrongly resulting in the wrong producing of eyeglasses, we will not be held responsible for it.

Ordering

How do I place an order with OptrixStore.com?

Purchasing eyeglasses & sunglasses at OptrixStore.com is extremely easy. A couple of steps make you buy your favourite eyeglasses & sunglasses, affordable yet high quality.

Step 1: Frame selection

 

                       

Notice: If you only want to buy frame without lenses, click “BUY FRAME ONLY”.

 

Go to your shopping cart to confirm you order, and then proceed to checkout.

 

 

Step 2: Fill in your prescription and make lens selection.

 

 

 

 

 

Step 3: Go to your shopping cart to confirm your order information.

 

Notice: If you haven’t logged in, our system will ask you to log in or create your account at this step.

 

Step 4: Checkout

 

 

 

Notice: We currently accept visa or master card as well as Paypal. However, no matter which payment methods you choose, you have to go through the payment page of PayPal first, which will ensure the security of your payment. We do not accept check and money order.

 

Step 5: Fill in the payment page.

 

Step 6: Wait at home for the package to arrive in days.

 
 

 

 

Is it possible to order for a product that is “Out Of Stock”?

 

In case the desired product is short, you can mail us at sales@OptrixStore.com and we shall be in touch with you and keep you updated with the availability.

 

How can I change or cancel the order?

 

Eyeglasses are custom-made products, so if you want to change the order, you must send us the details of the changes within the 24 hours of your ordering from us. After the first 24 hours, the order can not be changed as it is already in the stage of production.

For the order that cannot be changed, we will start producing a new pair of eyewear based on your changed details before we ship out your package, and it will count as your, our customer’s, one-time exchange. You will lose the chance of further return or exchange. BTW, we will charge for the price difference.

You cannot cancel the order after the initial 24 hours if the order is already in the process of fitting. Should the customer choose to directly receive refund at this stage, please contact our staff for exact cost incurred by us and we will charge you for that cost.

For any change or cancellation concerning your order, we will send any acknowledgement email to you. In case you do not receive any email from us, please contact our staff at sales@OptrixStore.com without delay.

 

 

What if I make a double ordering?

 

In such case you can go to your Shopping Cart and modify the quantity.

 

Notice: After you refill in your correct quantity don’t forget to click the refresh button as below to update it.

And then the price will turn to that for one.

 

 

How to use the voucher/coupon?

 

The voucher/coupon code should be entered at step 4 "Confirm Order" when you are doing your payment. For example:

 

Click here to learn how to order online.

Notice:

 Each voucher/coupon should be used up every single time.

 Each order is allowed to be placed with only ONE voucher/coupon.

 All vouchers/coupons should be used within the period of validity.

Our system doesn’t accept zero-price order, so if the voucher/coupon amount is greater than the total amount of the order the payment may be failed and the extra will not be returned.

 

Order status

 

As one of the services offered OptrixStore.com after you place your order with us, our service people will send a couple of emails to you keeping you informed about the most recent status of your order. The status email will be in simple words such as pending, processing, pick up and delivered. The specific meaning of these simple words are as follows:

Pending

This is the stage that your order is still pending. This is mainly because your payment has not yet been cleared.

Order received

This is the stage showing we have received your payment successfully. We’d starting processing your glasses 100% based on your order information in 24hrs if we do not receive any request from you regarding cancellation and order changes.

Completed set

This stage refers to the next short stage after "order received" when the order information in considered to be completed and with no need to be clarified with customers. Since prescription eyeglasses require to be customized in an individual modeling and filling process, we allow customers 24hrs to change their options on the Rx, frames and lenses options. Therefore, the "Completed set" is only lasting 24hrs after when we will start customizing the lenses at the optical manufacture and the order will not be able be changed at this stage.

Questioned order

This is the stage that means we will not be able to proceed to process your order because of insufficient or incoherent order information. We’d send you email to ask for a further clarification. Please kindly respond to us ASAP if your order is at this stage to expedite the processing and shipment.

Processing

During this stage, your ordered lenses will be though a customization and filling process in our optical manufacture and Lab. In most cases, normal single vision eyeglasses will be delivered in about 2 weeks after your placement of the order online. The specific processing period varies according to the strength, lens type and adds-on options.

Shipped

This is the stage when the package containing your eyeglasses has been picked up by the courier company for shipping to your address. Delivery time is determined by the shipping method, destination and the condition in transit.

Tracking number available

We’d send the USPS tracking number to your registered mail box and meanwhile the order status will be updated to this stage. The tracking number normally will be sent in 24hrs and sometimes the sending will be delayed due to the weekend or National holidays.

Delivered

The status of “Delivered” means you have received our eyeglasses parcel at your address.

Refund accepted

This is the stage when we have accepted your request of return and refund. Please always contact our customer service to obtain a RAN number before you send back the glasses.

Refund completed

This is the stage when the full or partial refund has been processed successfully.

 

When will my order be delivered?

 

We process orders as quickly as possible. However, shipping time and costs depend on your location.

Payment, Pricing & Promotions

How do I make a payment for a purchase?

OptrixStore.com offers multiple methods to make payments for your order: Credit Card & Debit Card. All Credit/Debit card details remain confidential and private. For more details, see Payment & Billing Related Information.

Are products purchased online covered by warranty?

Based on the product purchased, there is an associated warranty period, ranging upto 3 years. All products with warranty, will be issued with a Warranty Card. Warranty does not cover wear and tear on Frame And/or frame parts. Nor does the Warranty cover worn, scratched and/or prescription lenses. In case of defects, customer should contact our customer service. All products are covered by free insurance coverage against theft and damage during transit. If you receive a package that is open or looks to have been tampered with please do not accept it. Contact us at 1800 or email us at sales@OptrixStore.com

What is Cash-on-Delivery?

Cash-on-Delivery is a type of payment method where you pay at the time of delivery. For more details, see Payment & Billing Related Information.

Viewing Orders

How can I track my order at OptrixStore.com?

1. Check your mailbox or spam.

Our system will automatically send the tracking number to the email address that you used for placing the order. Please check it by then;or

2. Send an email to sales@OptrixStore.com. Our customer service will provide you the tracking number.

Note: Tracking number cannot be provided before your package is dispatched.