FAQ
Answers to your questions
Orders
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
Can I cancel my order?
We completely get it, we change our minds too! If you contact us via email customer@vontelle.com within 24 hrs of order we will be able to cancel. However, once shipped, we are unable to cancel it at this time.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is $6.00 and will be deducted from refund.
Frequently asked question
Use this text to answer questions in as much detail as possible for your customers.
Shipping & Delivery
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
When can I expect my glasses to arrive?
FREE: Standard Shipping (USPS) Estimated Delivery: 14–21 days
Please note: If your order requires a prescription, the timeline may be extended by 10–14 days.
If you require expedited shipping, fees will apply.
Do you offer expedited shipping?
Yes. We offer express shipping to physical addresses only. We cannot ship to PO Boxes.
United States (All 50 States)
Express Shipping (USPS/UPS/FedEx) Estimated Delivery: 7–10 days
Canada
Express Shipping Estimated Delivery: 7–14 days
Please note: If your order includes a prescription, the timeline may vary.
Do you offer overnight shipping?
No, we do not offer overnight shipping.
Do you ship overseas?
We ship to the United States, Canada, Puerto Rico, Guam, the U.S. Virgin Islands, and military APO/DPO/FPO addresses. We ship internationally for an extra fee based on current carrier prices.
What do I do if my package is damaged?
Please contact our customer service immediately at customer@vontelle.com. Please put DAMAGED PACKAGE in the subject line. We will work with you to get your damaged glasses replaced with a new pair as soon as possible. You will be required to return the damaged pair.
Returns & Refunds
Do you offer refunds?
Yes, we offer refunds.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customer@vontelle.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How long after I complete a purchase can I ask for a refund?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return
Are there any items I cannot return?
Share details about your shipping policies, item returns, or customer service.
Warranty & Repair
Do you offer warranty for your products?
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
Do you offer extended warranty?
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
How much does extended warranty cost?
The extended warranty could come at a different cost depending on the type of product and extended period.
Please get in touch for more information.