Question 1

What materials do you use?

Accepted Answer

The Sunglass Fix made a decision early on to produce our lenses out of an optical grade polyamide for a wide variety of reasons. Our polyamide lenses are far lighter, more flexible, nearly impossible to shatter, safer to handle, as scratch resistant and as clear as a glass lenses. All of our lenses meet the AS/NZS 1067:2003 standards and all other known regional quality and safety standards. They provide 100% UV protection so you know your eyes are being protected. SFx Diamond-Bio: Our Diamond-bio range represents the pinnacle of sunglass lens technology and optical excellence. Every Diamond lens is manufactured from optical grade polyamide – an incredibly durable material with the clarity of glass. This range utilizes a new production process, which uses 44% bio-content, specifically renewable castor oil, reducing the carbon footprint on each lens by up to 50%. All Diamon-Bio lenses have an exclusive Anti-Reflective (AR) coating on the concave side to reduce bounce back and an ultra-tough outer hardcoat, to prevent scratches. Whether classic Onyx black, Burnt Umber brown, or our new G15 gradient lines, this exclusive range has a lens to compliment your frame with technical specifications and performance to match. If nothing but the best will do, you simply can’t do better than our SFx Diamond lens. SFx Ultra: These are one of the strongest, lightweight and durable lenses made. All SFx Ultra lenses integrate a Japanese polarization film with 99.9% efficacy rating - making it one of the best anti-glare lenses available. SFx Ultra lenses are available in a wide variety of tints, gradients and both subtle (flash) or solid mirroring. These polarized lenses are the definition of style and function. SFx Edge: Safe, durable, lightweight with crystal clear HD performance. These non-polarized lenses are coated with a protective layer that resists scratching and repels water & sweat. All SFx Edge Lenses are made from a unique, flexible polymer that has unbelievable optical clarity. In fact, laboratory testing ranks our lenses with glass - but ours are a third of the weight, don't break, are safer and easier to install. For more information please visit our Colour and Quality pages. The Sunglass Fix does not work with glass lenses.

Question 2

Payment Options

Accepted Answer

Website Payments: Sunglass Fix accepts PayPal Express, PayPal Standard and Visa and Master Card payments on our website. With PayPal you can add many other bank cards as payment sources so if you want to use American Express, Discover or other cards please add them to your PayPal account and use that method to pay on our website. The Sunglass Fix takes security seriously. Our site is regularly audited by Trusted Sites for PCI compliance.   Alternative Payment Methods: Within Australia we also accept direct deposit payments. Please contact our team to help you place an order which can be monitored until the bank transfer is complete. The team is also happy to send customers a PayPal invoice to pay if they do not want to pay on the website. Please contact our team here if you wish to use an alternative payment method.   IBSB: 012742 (ANZ). Account Name: THE SUNGLASS FIX PTY LTD. Account Number: 296535273. Reference: Please insert Order Number in reference area and contact us. For more payment information please click here.

Question 3

How to care for Sunglass Fix lenses

Accepted Answer

Cleaning: Clean lenses daily: Give your lenses a careful wipe every time you put them on. It’s the surest way to keep them looking good and performing their best. First quickly blow off any dust & dirt.   Lens cloth only: If possible, only use the microfiber cloth or pouch that they came with or the one we supply. A soft, clean cloth will also do. But don’t use paper towel or tissue...these are like sandpaper to a lens.   Warm soapy water: When the smudges are bad you can use a specialist lens solutions or spray, but we recommend warm soapy water. Washing up liquid works a treat – but check there’s no added moisturizer.   Storage: Use your case: Lenses are generally scratch resistant, they’re not scratch-proof. So, keeping them in their original case or pouch is definitely the best way to avoid damage when they aren’t on your head.   Up side down: Scratches very seldom happen to your shades while you’re wearing them. But, when you do put them down, try to ensure you place them upside down with the arms wide open.   Clean before storing: To ensure that your sunglass lenses do not determinate while you are not wearing them, its best to clean your lenses and sunglass frames before you store them for an the winter time.   Additional: Check the screws: If your sunglasses have screws, check them with an optical screwdriver to ensure they’re tight. The arms should open easily, but shouldn’t unfold under their own weight. And if none of the tips above are working for you, don’t throw your favorite shades away. Simply fit a pair of high quality replacement lenses from Sunglass Fix and get that brand new feeling all over again.   Keep out of direct sunlight and heat: While sunglass lenses and frames are designed to be in direct sunlight, doing so on a regular basis all day can determinate lenses causing visual defects. This effect is exaggerated if the lenses and frames are dirty or wet.

Question 4

What if my lenses do not fit?

Accepted Answer

In the rare case you do have a fit problem please do the following:

Please ensure you've watched the installation videos here.
Fill out a return or fit issue form Here.
or
Call or email us on [email protected].

Please Provide:

Complete model number of your sunglasses. This is usually found on the left inside arm of your sunglasses. If you have discovered you ordered the wrong lenses still contact us. We will exchange them for you.
Description of the problem:
- Too Large.
- Too Small.
- Not the right shape.
- Damaged during transit.
- Wrong color and so on.

Our goal is to help customers get new lenses in their sunglasses regardless of the problem. If you've ordered the wrong lenses, or just can't get them installed we are here to help.

Question 5

How does your Custom Made service work?

Accepted Answer

Customers ordering custom-made lenses can expect this service to take as little as 1.5 weeks but often longer due to the postal time involved with getting your frames back and forth to our lab.

To begin our service, we ask customers to place an order for Custom Made lenses here, where you will be able to choose a lens from our range of options and colours

We strive to complete custom made orders within 3 - 5 business days once we have received your sunglass frames. Complex jobs can take longer, and We will normally reach out to you after 5 business days if your order requires more time.

For more information about our Custom Made service, please click here.

Question 6

The Sunglass Fix contact information

Accepted Answer

Please visit our contact us page or use the information below.

Email: [email protected]
Australia: 1800-Sunfix & (786-349)
Outside Australia: +61 260 090908
USA: 1-530-562-4800 - (3pm – 1am PST Only)

Mailing address:
PO Box 104
Billinudgel
NSW, 2483
Australia

Australian Business Number: 63797461929

Question 7

How do I know the status of my Order?

Accepted Answer

Once your order has been placed and paid for, it will be in our system as a pending order, you will quickly receive a confirmation email confirming your order has been received in our system. This email is for you to have a record of your address, and model of sunglass lens purchased. We process orders 5 days a week and strive to have all orders processed on the same or next day as the order is placed. You can see live order updates by going to the "my account" page and then clicking "view your order history".

Once we have begun processing your order the status will update from "pending" to "100-priinted-packing-IP" and then "Processed-Pmt Verified" once we have your order completed and awaiting shipment. At this stage you will also receive an email with your tracking and confirmation of shipment.

If you can not locate the emails or have any questions regarding your order please contact us here.

Question 8

When can I return my lenses?

Accepted Answer

The Sunglass Fix has a 6 month return policy, and a 1 year manufacturers defect warranty. This covers ordering the incorrect model or colour, lost mail, damaged lenses and lenses not fitting correctly. If for any reason you are not happy with the product you can return the lenses for a refund within this period. Return shipping is not reimbursed by The Sunglass Fix. Click here for Returns and Exchanges   Alternatively, email us at: returns@thesunglassfix.com.au and include: Order Number: Full Name: Reason for Return:

Question 9

Can I track my lenses?

Accepted Answer

Our free shipping option is not tracked, however we do offer a tracked option for all customers starting at $3.95, if tracking is important please select it during the checkout process.  Tracking codes will be emailed to you once we have your order completed and the tracking assigned. For international shipments DHL and SEKO may email you tracking updates. DHL in particular can switch tracking numbers once it lands in country and the domestic carrier performs the final delivery leg. While the original tracking will still provide updates it may not be as current or detailed as your local provider such as Royal Mail, or Mexico Post. If your package is taking longer than expected and you elected to have free shipping with no tracking we still guarantee delivery. However, we do ask that you wait until the maximum delivery time has expired before contacting us for help. When no tracking is selected we must allow ample time for the postal system to do its work and there is little we can do. For estimated shipping times and maximum times please visit our shipping page.

Question 10

How long does it take to arrive?

Accepted Answer

All orders are shipped on the same or next business day and all shipments outside of Australia travel by DHL ecommerce or SEKO. Australian orders are shipped with Australian Post. DHL ecommerce carries the package from our facility to your domestic postal service for final delivery. If you elect tracking both Sunglass Fix, DHL and/or SEKO will email you tracking details once your order is shipped. After you have received the order completed email from the Sunglass Fix your order will be picked up by the courier and shipped according to the shipping option you have selected.   The Sunglass Fix collects VAT (taxes) at checkout for all European countries including UK to fast track the import and customs systems and ultimately get our product to you as quick as we can.   These are our expected delivery times for each region:

Question 11

What are the shipping companies that Sunglass Fix uses?

Accepted Answer

All international shipments are sent with DHL ecommerce or SEKO. These couriers will deliver your parcel to the destination country, and may then use local services service for final delivery. The Sunglass Fix uses Australia Post and SEKO for Australian shipments.

Question 12

How much is shipping?

Accepted Answer

We provide a free shipping option that is available to every one of our customers, we also have other options such as tracking and express which can be purchased at checkout for $3.95 and $4.95 respectively. The Sunglass Fix collects VAT (taxes) included in the price of shipping for all European countries including UK. We do this during checkout to express the import and customs process to get our product to you as soon as we can.  Additional fees are associated with our Custom Cut and Installed option due to the costs of shipping sunglass frames. For this service, customers can send their sunglass frames into our workshop at their expense and we will mail them back for $7.95. Australian customers will have the option of a pick-up kit and return shipping for $10.95

Question 13

Shipping times and rates

Accepted Answer

All lens orders are completed same or next business day. We offer a free shipping option for all orders which can be upgraded at a subsidized rate. We ship with a variety of options depending on your location and the fastest method for you.   Australia: We have two options available on checkout, free priority Australia post, and Australia Express post for $5.95.   International: For all international orders we have two options, free standard shipping with DHL ecommerce, and Faster/Tracked for $3.95. We have an express international option however this is only available for select locations for $4.95. Our free shipping option isn't tracked, although all purchased shipping methods will have a tracking number and a link sent to your email once we have your order completed. If you want your order tracked its important that you select the correct option during the checkout process. Custom Cut and Installed: Our custom cut and Installed service has different production and shipping times as this process. Australia: For Australian custom cut and installed orders we offer a pick up and delivery service which involves us sending you everything you need to get your sunglass frames to our facility. This option will take a bit longer as you will need to wait for the pick-up kit to arrive. Return shipping to you is charged at $7.95 AUD. International: Orders from outside of Australia will need to send their sunglasses to our facilities in Australia for servicing. We charge $7.95 for return shipping on custom cut and installed orders.

Question 14

How to install replacement lenses

Accepted Answer

Full frame: The best way to uninstall the original sunglass lenses is to find the thinnest or straightest section of the frame to begin from. The lenses should be removed by pushing on the concave side of the lens. It can often be helpful to warm the frames up to make the plastics more pliable, and/or pull the frame away from the lens while pushing the lens out. The installation is done in a similar method in reverse, Install the most curved area of the lens first (usually the arm side), Its best to work around the frame. In most cases its best to do arm first, then the top, and finally the nose side, the rest of the lens should click into position.   Metal full frame: Almost all of all metal frames will have a small screw hidden behind the arm of the sunglasses. Its best to partially remove this screw to loosen the frames and make the installation process much easier. We recommend not removing it completely. Once you have loosened the frames the installation process is as simple as lining up the new replacement lenses into the frames and retightening the screw. Half rim: To remove these lenses begin by holding the lens firmly and pushing the lens towards the arm, then pry the nose area upwards and the lens will unclip quite easily. To install your new lenses insert the arm side (thin section) of the lens into the frames and squeeze the lens into the frames from below.   For more installation tips and guides please click here.

Question 15

Our return policy

Accepted Answer

The Sunglass Fix proudly back our lenses with the industry best warranty and guarantee. We offer a 1-year manufacturer defect warranty, and a 6-month no question return policy. These policy's cover everything from damaged lenses during transit, to any damage caused during the installation of our replacement lenses. We also guarantee a perfect fit, so please contact us if you have any issues with the installation or fit of our replacement lenses.   Customer mistake: Many times this can be handled with a simple exchange once we know what frames you have. If a mistake was made during the ordering process returns, refunds, and exchanges are always available. We even offer a custom cut and installed lenses service if we don't already stock your sunglass model.   Sunglass Fix mistake: If the mistake was our fault, we will do everything we can to rectify our mistake and provide the best and quickest solution we can. Weather this is a refund, reprocess of your order, or custom cut and installed lenses we will do what we can to solve the issue.   If you wish to return your replacement lenses to us, please contact us before returning the lenses, and include your Order ID on or in the return shipment.

Question 16

What is a polarized lens?

Accepted Answer

Polarized lenses are some of the higher quality lenses in the industry, these lenses have a thin layer which reduces or eliminates bouncing light, otherwise known as glare. Essentially this means that polarized lenses makes it clearer to see in almost any every day situation. Polarized lenses will reduce your eyestrain which in turn will help with irritation, fatigue, redness and headaches. Some of the major health benefits of polarized lenses are: Safety: On sunny days, objects in the distance often appear hazy, and nearby vehicles reflect almost blinding light. Polarized lenses eliminate those effects by blocking reflections, improving eye comfort and allowing you to drive with full eye function. Reduce eyestrain: Squinting to gain vision clarity puts stress on the eyes, sometimes causing redness, irritation, fatigue, or headaches. Polarization can neutralize these problems, helping eyes to feel more comfortable and well-rested. Water sports: Polarized lenses are favorites of aquatic sport enthusiasts, since polarization makes it easier to see into the water. Without polarized lenses, light reflects off the water's surface, but with their help, underwater visibility is vastly improved. Stronger vision: Wearers of replacement polarized lenses report better perception of color and images, since they are able to perceive images crisply and clearly in any environment.   Testing a polarized lens: There are several ways to test if a lens is polarized, but the simplest method is to preform the check below. This displays two polarized lenses and how they completely block all light passing though when the polarization planes are held 90 degrees from each other. There are other ways to test if lenses are polarized such as looking through your lenses onto a digital display such as a computer monitor or TV. Please note that some displays work in the opposite way and could cause some confusion weather the polarization plane is correct. You can read more about polarized lenses and their benefits on our blog.

Question 17

How do I identify my sunglass model?

Accepted Answer

When searching for your model on our website, putting in less information is better than more. You will usually find your sunglass frame by using the four to eight characters of the model number, or the name of your frame. We don't use all the subsequent numbers that manufacturers use. For example a Ray Ban frame will have RB#### number of the arm. Simply type the #### numbers in our lens search engine and it will usually display a few models along with their photos. Double checking the lens width measurement is very important. To do this find the two numbers usually written before a small square on your sunglass arm or simply measure your sunglasses as instructed below to make sure you get the right lenses for your frames. Many brands such as Persol, Prada, and Ray Ban Sunglasses commonly use the same model number but make several different sizes. For example, the Ray Ban Aviator Large Metal sunglasses all have the model number of RB3025LM. However, they come in 3 sizes - 55mm, 58mm and 62mm wide.

Question 18

testy

Accepted Answer

answer

Question 19

What if my lenses are damaged when I receive them?

Accepted Answer

If your order of reaplcement lenses was damaged during transit, during the installation or for any other reason, then please contact us.  We offer exchanges, refunds, returns and warrenty replacement lenses. We strive to offer the best customer service in the industry and will provide you a solution every time. We have been mailing lenses around the world since 2006 and we have designed our mail packaging to provide the best protection for your lenses.

Question 20

Where are the Sunglass Fix lenses Made?

Accepted Answer

The Sunglass Fix designs, shapes, packages, and ships all of its lenses from it's central lab in Australia.

We also use 100% green energy (renewable energy) to run our entire Australian lab making our lenses one of the best environmental choices available for consumers.

We do source some raw materials from overseas. For example, we source our polarization film from Japan, they have one of the best performing and natural feeling film available.

We also have contract manufactures overseas that product our lens raw materials. However, then entire lens manufacturing process is strictly controlled on all levels of the production process ensuring we only produce grade A lenses for all of our customers.

We pride ourselves in quality delivered at the most cost effective level possible.

Question 21

Do you make goggle / mask lenses?

Accepted Answer

Unfortunately Sunglass Fix is unable to make single mask lenses that cover both eyes. The frames must support two separate lenses. We are hoping that we will have this technology in the future but at the present time the only option we can point you to is contacting the original manufacture. If they are unable to help you please consider getting sunglasses with two lenses for your next purchase and the Sunglass Fix will keep them scratch free for years.

Question 22

Do you repair broken frames?

Accepted Answer

The Sunglass Fix does not do repairs to broken frames.

For Australian customers we suggest that you check out Frame Care Australia, they do great work with plastic and metal welding, and can fix almost any broken glasses.

Customers from the United States have several options for glasses repairs, we suggest World Optics.

Question 23

Do Your Lenses Have a Logo - Are They Original Manufacturer Lenses?

Accepted Answer

No, we do not have any branding on our lenses. The Sunglass Fix operates just like an optometrist. We manufacture and source premium quality sunglass lenses and shape them to fit all sunglass makes and models. We do not have any affiliation with any sunglass manufacturers. Instead, we just make great lenses for all frames like an optometrist would but at a fraction of the price.

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