Help Center
Find answers to commonly asked questions
What if I need to change or cancel my order?
Please reach out immediately to contact@otherframe.com. The order process moves quickly, but we may be able to cancel the order before it is sent to our lab.
How long will it take to receive my order?
Order Processing Times
Prescription lens orders ship in approximately 3 weeks.
Fronts ship within 3 days (or together with prescription orders).
Non-prescription blue-light or sun lens orders ship within 5 days.
Shipping Times
Shipping speed applies after your order ships. Selecting Priority Shipping does not reduce prescription lens processing time.
Standard Shipping – Arrives 3–5 business days after shipment.
Priority Shipping – Arrives 1–3 business days after shipment.
What countries do you ship to?
At this time, we can only accept orders from the US. We hope to expand internationally in the future. If you're outside of the US, please send a note with your country name to contact@otherframe.com, so we can plan where to expand next.
What if my package was lost or stolen?
Please allow 3–4 extra days for the carrier to locate your package, as delays often occur on the carrier's end. If your package doesn't arrive, contact contact@otherframe.com within 14 business days, and we'll work together to resolve the issue.
What is the Return & Exchange Policy?
We offer free returns and exchanges on all orders within 30 days of delivery. Return shipping is on us.
To begin your return or exchange, click here.
I lost my return label. Can I get a new one?
Yes. Email contact@otherframe.com to request a replacement label.
Do you offer a warranty?
We offer a one-year warranty against any manufacturing defect. This does not include scratches or damage caused by normal use of the product.
If you notice scratches within the first 30 days, you can utilize our 30-day return or exchange policy. If you're outside the 30 days and you believe your item is faulty, visit warranty.otherframe.com to file a claim.
Once we have reviewed your claim, we will contact you via email.
Please note: This is a limited warranty, assessed at the sole discretion of OTHERFRAME.
Do you offer repairs?
If you would like to have your Base Frame repaired or your lenses replaced, please reach out to contact@otherframe.com.
Eligible warranty repairs will be completed free of charge. If the repair is not covered under warranty, we'll email you with the repair cost before proceeding.
Do you offer replacement parts?
We do not offer replacement parts. If the damaged part is due to a manufacturing defect and you purchased within the last 12 months, visit warranty.otherframe.com to file a claim.
If you would like your frames repaired, please email contact@otherframe.com. We'll respond with the repair cost so you can decide whether to proceed.
No results found. Try a different search term.