Warranty
Warranty Coverage
Coverage timing depends on the product, treatment, and warranty program attached to the order.
Lab Policies
Lab Policies Built Around Partnership
A clear guide to remakes, redos, warranties, credits, frames, shipping, and special cases, designed to help your practice serve patients with confidence.
Our Shared Goal
Helping your team choose the clearest next step.
Every policy on this page is built around one outcome: helping your practice deliver the best possible experience to the patient. These guidelines are here to support your team, simplify decisions, and ensure consistency from order entry through delivery.
When questions come up, our team will work with you to find the clearest and fairest next step.
Search the policy guide.
Type the product, situation, policy area, or vendor you want to understand.
Try searching: AR warranty, doctor redo, VSP Unity, patient-owned frame, shipping, Chemistrie, Neurolens
Search or choose a category below
Most Asked
Start with the common questions.
These cards summarize common situations in plain language so your team can move faster before opening the full policy details.
Warranty
How long is coverage?
Artisan Standard is 1 year/1 time; Diamond Defence and premium Artisan AR treatments are 2 years/2 times.
Redo
What about patient changes?
Patient non-adapt changes may qualify for a one-time redo within the first year.
Frames
Are patient-owned frames covered?
Patient-owned frames are handled with care but cannot be guaranteed due to variability in condition.
Shipping
How does shipping work?
Inbound shipping is covered. Outbound shipping is structured per job or per box.
How to Use This Page
Four steps, no guesswork.
1
Search your situation or select a category.
2
Review the policy summary.
3
Open the section for details.
4
Contact us if you want confirmation before submitting.
Policy Sections
Open the area that matches your situation.
Each section gives the summary first, then breaks the policy into what it means, what qualifies, what does not qualify, and what to do next.
Doctor Redos
Doctor Redos and Rx Changes
Patient non-adapt changes may qualify for a one-time redo within the first year.
Lab Errors
Lab Error Remake Process
Lab error remakes are reviewed quickly and processed at no charge when the request is valid.
AR & Scratch
AR Policies
AR warranty use is built to be simple, with no lens return required for treatment warranty usage.
AR & Scratch
Scratch Coating Policies
Scratch coating warranty use does not require lenses to be returned before the warranty request is used.
VSP & Unity
VSP and Unity Products
VSP and Unity orders may require authorization steps before reimbursement can be completed.
Frames
Frame Replacement and Frame Policies
Frames are handled with care, and documentation helps determine the right replacement path.
Specialty
Multiple-Pair Discount
Additional eligible pairs may receive a discount when ordered within the approved timing and program terms.
Specialty
Cancelled Orders
Cancellation billing depends on whether production work has already started.
Shipping
Shipping and Delivery
Inbound shipping is covered, with clear outbound rates for next-day and 2 day service.
Specialty
Specialty and Outsourced Jobs
Specialty and outsourced work may follow separate pricing, lead times, and lab rules.
Specialty
Manufacturer and Lab Warranty Credits
Some vendor and manufacturer credits require lens returns before credit can be finalized.
Specialty
Chemiclips and Retrofit Magnets
Chemiclips and retrofit magnet work has specific scratch warranty and charge rules.
Real World Examples
See how policies apply.
These examples are meant to help your team quickly match a patient situation to the policy area that may apply.
Patient cannot adapt to a progressive after 3 weeks
Likely path: May qualify for a one-time non-adapt redo within 1 year.
Power change requested after delivery
Likely path: May qualify under doctor redo depending on timing and eligibility.
Patient-owned frame breaks during processing
Likely path: Frames are handled with care but are not guaranteed due to condition variability.
VSP Unity non-adapt
Likely path: Requires a new VSP authorization for reimbursement.
Mirror coating issue
Likely path: Mirror-only coverage follows a 1 year, 1 time policy.
Specialty lab job
Likely path: Specialty lab pricing and policies may override standard policies.
Need Help?
Still Have a Question?
Our team is here to help you confirm the right next step before submitting a remake, redo, warranty request, or credit review.
Contact Customer Service
If a policy depends on product, vendor, specialty lab rules, or account program terms, customer service can help confirm the right path.
Policies may vary by product, vendor, account program, or specialty lab requirements. Final credit approval is subject to lab review.