COVID-19 Policy/Procedures – As of 4/3/2023 we will have new policies in place for the continued protection of our patients and staff. Read our policies here.

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Fremont Optometric Group (FOG) Eyewear Policy

At FOG, we’re dedicated to your vision satisfaction. This policy outlines our guidelines for eyewear remakes and exchanges.

Frames

Complimentary Services

We provide free adjustments, screw replacements, rimless lens re-attachment, and nose pad replacements, when services can be done in-office.  Frames from FOG that are older than 1 year or purchased outside our office can be serviced, but due to the unpredictable nature of older or outside frames, we cannot be held responsible for any physical or cosmetic damage that may occur during the process.

Manufacturer Warranty (1 Year)

All FOG frames come with a 1-year warranty against manufacturer defects. This warranty does not cover accidental damage or abuse. Exception: frames that are already discontinued at the time of patient purchase are sold “as is” with no warranty. The manufacturer will make the final determination on what qualifies as a defect.

After Warranty & Discontinued Frames

  • Frames Discontinued After Purchase: If your frame was current at the time of purchase but becomes discontinued within one year, you are eligible for a credit of equal value if the frame breaks and requires replacement.
  • Frames After Warranty: If your frame breaks after the 1-year warranty has expired and is still available, you may purchase replacement parts.
  • Repairs: We may offer to repair frames for a reasonable fee, particularly if they are discontinued and no replacement parts are available. Please be aware that repairs may alter the frame’s appearance or features.

Using Your Own Frame

  • Placing new lenses in your own frame is at your own risk. We are not liable for any breaks or damage that may occur to older frames or new frames purchased outside our office. You will be asked to sign a disclosure form.
  • In the unlikely event that your frame is lost in transit to or from our lab, we will provide you with a credit to select a new frame from our office. The credit amount will be based on the retail value of your frame or up to a maximum of $500, whichever is lower.

Frame Exchanges (Re-Style)

You have 30 days from the dispense-ready date to exchange your frame. A $40 manufacturer’s exchange fee applies to all frame changes. The frame must be in perfect condition. If you upgrade, you pay the price difference plus the exchange fee. If you downgrade, you will be reimbursed the difference, but also pay the exchange fee.

Lenses

Prescription Checks & Refractions (based on date of original prescription)

  • Within 90 Days: There is no separate fee for a doctor to re-check your prescription.
  • After 90 Days: A $75 refraction fee will apply for a prescription check.

Lens Redo Policy

  • We will remake your lenses at no charge for a prescription change, a change in optical center (PD/seg height), or a verified lab error, provided the redo is initiated within 90 days of the ‘order received’ date.
  • After 90 Days, you will be responsible for the full cost of new lenses for any reason.

Lenses from Outside Offices

We can verify the prescription of lenses from an outside office, but will not troubleshoot glasses that were not made by our office. If a prescription check with the doctor is requested, a refraction fee will be charged based on the 90-day rule outlined above. We do not reimburse any fees charged by outside offices for redos.

Lens Option Changes

If you choose to change your lens options within 30 days, the cost will be determined as follows:

  • For a design change (e.g., Single Vision to Bifocal or Progressive), you will pay the original co-pay difference.
  • For a cosmetic change (e.g., adding AR, Transitions, or a material change), the cost difference will be based on our Usual and Customary fees.
  • If you downgrade, no refunds will be given, but the lenses will be remade for free.

Scratched/Chipped Lenses

Lenses cannot be polished. They can only be replaced by purchasing new lenses or using an ARC warranty.

Lens Coating Warranties (1-Year)

Lenses with an Anti-Reflective (AR) Coat have a one-time, 1-year warranty against scratches, starting from the ‘order received’ date. A $40 lab processing fee applies to process the redo job.

Important Considerations

  • Once an order has been sent to the lab for processing it cannot be cancelled or refunded as they are custom made for each patient.
  • Insurance Benefits: Once used for frames and/or lenses, benefits will not be reinstated for redos or exchanges.
  • All redos and exchanges are subject to staff inspection.
  • All dates are based on our internal records.

For any questions, please ask our team.