We want your RAPTR pair made right.
Prescription eyewear is made specifically for you, so returns and remakes work differently from ordinary retail merchandise.
If something is wrong with your RAPTR eyewear, contact us and we’ll review the issue with you.
MANUFACTURING OR LAB ISSUES
If your eyewear has a manufacturing defect, lab error, or other non-customer-caused issue, it may qualify for a replacement or refund.
Our fulfillment partner provides coverage for qualifying non-customer-caused issues for up to one year from purchase, including covered shipping costs.
RAPTR will review the issue and determine the appropriate remedy based on the circumstances.
PRESCRIPTION MADE INCORRECTLY
If the finished lenses do not match the prescription information that RAPTR submitted to the lab, contact us.
We’ll review the prescription, order information and finished eyewear and, when the lab is responsible, arrange the appropriate correction or remake.
INCORRECT PRESCRIPTION INFORMATION PROVIDED BY THE CUSTOMER
Please review prescription information carefully before submitting it.
If the eyewear was made correctly according to the prescription or measurements you provided, but the prescription information itself was incorrect, the issue is not considered a manufacturing or lab defect.
Contact us anyway. We’ll review the situation and explain the available remake options before any additional work is authorized.
DAMAGED EYEWEAR
The one-year defect coverage applies to qualifying non-customer-caused damage or manufacturing issues.
Damage caused by accidents, misuse, improper care, alteration, loss or other customer-caused circumstances is not covered as a manufacturing defect.
FRAME COLOR, STYLE OR FIT
Because prescription eyewear is custom-made, choosing a different color, style or fit after production is different from reporting a manufacturing defect.
If you have a concern about fit or frame selection, contact us. We’ll review the situation and let you know what options may be available.
ORDER CHANGES OR CANCELLATIONS
Need to change something?
Contact us as quickly as possible.
If your order has not yet been released to the lab, we may be able to update prescription or order information.
Once lens production has begun, changes or cancellations may no longer be possible.
HOW TO REQUEST HELP
Email:
Please include:
- Your name
- RAPTR order number
- A brief description of the problem
- Clear photos of the eyewear if there is visible damage or a manufacturing issue
For prescription-related concerns, we may also ask for a copy of the prescription used for the order.
PLEASE DON’T THROW ANYTHING AWAY
If you believe your eyewear is defective or was made incorrectly, keep the frames, lenses, case and packaging until RAPTR has reviewed the claim.
We may need additional photographs or other information to resolve the issue.
OUR GOAL
If RAPTR or the lab made the mistake, we want to make it right.
If the issue falls outside manufacturing or lab coverage, we’ll explain the available options before you decide how to proceed.