Coronavirus/COVID-19 Frequently Asked Questions

CUSTOMER SERVICE

Are LensCrafters stores open?

 At LensCrafters, we are in the business of caring for people. In this emergency scenario, we are open wherever we are able to continue to serve your urgent vision needs (pick up of your glasses or if your eyeglasses are damaged or broken). Please visit LensCrafters.com (add link to store locater) or call the store directly to see if your store is open

Are your hours of operation staying the same?

 We are operating under reduced hours of operation in most locations. Most stores will be open from 12-6PM. Please check the hours of operation for the store nearest you on our website Please visit LensCrafters.com or call the store directly to see if your store is open

Is it business as usual?

 We’ve made the decision to offer in person services for customers based on urgent need only. If you have an urgent vision need, your eyewear is damaged or defective, or you have a completed pair of eyewear ready to pick up we are here to serve you.  Our efforts are especially focused on those who are working on the front line for our communities in this unprecedented time.

What are you doing to ‘flatten the curve’ on the spread of COVID-19?

 Our organization has established an Emergency Response Team in North America to evaluate and respond, in real time, to the needs of our people as well as our valued customers. Our proactive approach incorporates the guidance of the CDC (Centers for Disease Control), the WHO (World Health Organization), the American Optometric Association (AOA), as well as that of our own internal experts who have decades of experience managing through global crises. The precautionary measures we have put in place range from employee safety procedures to heightened cleaning protocol across our factories, stores and offices and stricter vendor and visitor policies.

Will the return policy timeframe be extended?

 Yes. Our return policy will be extended for an extra 30 days once our stores re-open.

I received an exclusive offer/promotion that will expire before my local store reopens?

 We will gladly honor the exclusive offer/promotion you received up to 60 days when the store reopens.

Can I get a copy of my prescription?

 Please contact our customer care center at 877.753.6727. The customer care center will contact your doctor to make this request.

What if I have a question that was not listed here?

 For any questions you can reach our customer care center directly at 1-877-753-6727. Our LensCrafters.com website is open 24/7 for you to visit and shop online.

How are you supporting LensCrafters employees during this time?

 Because taking care of our employees is our primary focus at a time like this, all LensCrafters employees will be made whole on their paychecks over the next two weeks regardless of the store closure. The company will also cover the cost of a COVID-19 test for employees enrolled in its health plan.

EYE EXAMS

Can I still get an eye exam?

 To align with federal, state and local guidance, at this time our doctors are prioritizing “essential care” appointments only. Essential care is defined as Trauma, Vision Loss, Pain, Redness or an exam required for eyewear due to a lost or broken pair. For annual exams, please revisit your appointment needs in 30 days.

I have an eye exam scheduled. How should I proceed?

 If it’s not an urgent need please reschedule your appointment for a later date  We ask that you notify our staff prior to your scheduled appointment if:  You have traveled to a high-risk country or any other COVID-19 affected area in the last 14 days  You have close contact with a person who test positive for COVID-19  You have a fever, any lower respiratory symptoms or symptoms of the flu. If this is the case, we recommend you contact your primary physician In the case of the above, we may respectfully ask that you postpone your exam for the safety of our staff and other patients and customers. Please call our office for more information.

What steps are you taking steps for elderly and vulnerable patients?

 In accordance to CDC guidelines and social distancing best practices, we’re recommending where possible:  Reserving the first hour of operation for essential care visits for elderly and vulnerable patients  Limiting patient scheduling to two (2) patients per hour  One (1) patient in the waiting room at a time  Social distancing of 6 ft whenever possible

PRODUCTS/INSURANCE

I was notified that my glasses and/or contact lenses are ready. How do I get my glasses and/or contact lenses?

 Please follow up directly with the store where you purchased your glasses and/or contact lenses to arrange pick-up or delivery. If your local store is closed, contact our customer care center at 1-877-753-6727 to determine viable options.

My glasses broke, how do I order another pair?

 You can order a new pair on our website and we will ship them directly to your home with free shipping. Alternatively, you may visit your local LensCrafters store in the event they are open.

I ran out of contact lenses. How do I get more?

 You can order more contact lenses from your local LensCrafters location or order on-line at LensCrafters.com and we will ship them directly to your home as well as you can call the customer care center and order by phone at 1-877-753-6727

Can I use vision insurance when ordering online?

 Yes, we accept most vision insurance plans including FSA and HSA.

I recently ordered glasses or contact lenses. Will my glasses or contact lenses still be ready in the timeframe originally given to me?

 Please contact the store where you made your purchase to arrange pickup. In the event your store is temporarily closed, please call the customer care center at 1-877-753-6727 to determine viable options

How are the glasses in your stores cleaned/sanitized?

 Anti-bacterial wipes are used to clean each pair of eyeglasses and sunglasses a customer tries on before returning them to the shelf.

Where are your products made?

 Our products are made in one of our Luxottica-owned plants in either the U.S., Italy or China depending on the product. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks.

Are your packages safe to open?

 Yes. When our products leave our factory, they are packed and shipped by a carefully trained staff member after undergoing extensive checks. Furthermore, according the World Health Organization, it is safe to open packages from China, Italy and other countries where COVID-19 has been reported.

Are packages coming from China and other high-risk countries safe to open?

 Coronaviruses have poor resistance in the environment, so the possibility that the virus is transmitted by goods that travel for days or weeks at room temperatures is low. Current scientific knowledge suggests that coronaviruses propagate only through droplets of biological fluids.

Should I expect delays in deliveries due to the COVID-19 emergency?

 Our courier service partners are using their logistics network to minimize service impacts so we can continue to deliver the best possible service to our customers

Are your online deliveries safe?

 When you buy online you avoid close contact with people who might be sick. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed.