Question 1

What materials do you use?

Accepted Answer

We use optical-grade polyamide for all of our lenses. This material is lighter, safer, and more impact-resistant than glass, while still delivering excellent optical clarity. We don’t use or sell glass lenses. Our Lens Tiers: SFx Diamond-Bio (Premium): Our top-tier lens option. Made from optical-grade polyamide with 44% bio-based content (from renewable castor oil). These lenses include a premium anti-reflective (AR) coating on the back to cut glare, plus a tough hardcoat to help prevent scratches. Available in Onyx, Burnt Umber, and G15 gradients. SFx Ultra (Polarised): A high-performance lightweight polarised lens designed to seriously reduce glare. They use a Japanese polarising film with a 99.9% efficiency rating. Great for outdoor use, and available in different tints and mirror finishes. SFx Edge (Non-Polarised): Clear, durable everyday lenses. These have a protective coating to resist water, sweat, and scratching, giving you HD clarity at a fraction of the weight of glass. Note: All lenses meet ANSI Z80.3-2018 and other regional safety and quality standards, and provide 100% UV protection. Learn more on our Quality & Colours page.

Question 2

Which payment methods do you accept?

Accepted Answer

Instant Online Payments Credit & Debit Cards Apple Pay Google Pay PayPal Standard & Express American Express & Discover The Sunglass Fix takes security seriously. Our site is regularly audited by Trusted Sites to ensure full PCI compliance and keep your payment details safe. Alternative Payment Methods: If you’d prefer not to pay online, we’re happy to help you process your order manually. PayPal Invoice: Get in touch and we can email you a secure invoice link. Bank Transfer: You can transfer funds directly to our account. Please place your order first so you have an Order Number to use as a reference. Bank Transfer Details (Australia) Bank: ANZ Account Name: THE SUNGLASS FIX PTY LTD BSB: 012-742 Account Number: 296535273 Reference: [Insert Your Order Number] – Important: Please email us after you’ve made the transfer so we can match your payment to your order. For more detailed payment information, visit our Payment Policy Page.

Question 3

How do I clean or care for my lenses?

Accepted Answer

Cleaning Daily Wipe: Quickly blow off any dust or dirt, then gently wipe the lenses every time you put them on. Use the Right Cloth: Always use the provided microfibre cloth or pouch. Do not use paper towels, tissues, or napkins, as the wood fibres in them act like sandpaper and can scratch the lenses. Warm Soapy Water: For heavy smudges, warm soapy water is best. Standard dishwashing liquid works well, provided it doesn’t contain added moisturisers. Avoid chemical sprays unless they are specialist lens cleaners. Storage Use the Case: Lenses are scratch-resistant, not scratch-proof. Always store them in a hard case or pouch when not in use. Proper Placement: If you put your sunglasses down, make sure they are placed upside down with the arms open. Never place the lenses face down. Long-term Storage: Thoroughly clean your frames and lenses before storing them for long periods (e.g. over winter) to prevent deterioration. Additional Tighten Screws: Periodically check your frame screws with an optical screwdriver. The arms should open smoothly but not drop open under their own weight. Avoid direct sunlight and heat: While sunglasses are designed for sunlight, prolonged all-day exposure can degrade lenses and cause visual defects. This is especially true if lenses and frames are dirty or wet. If none of the tips above are helping, don’t throw your favourite shades away. Simply fit a pair of high-quality replacement lenses from Sunglass Fix and enjoy that brand new feeling again.

Question 4

What should I do if my new lenses don't fit?

Accepted Answer

Fit issues are rare, but we’re here to help if something isn’t quite right.

Step 1: Check the Installation In some cases, lenses need a specific technique to snap into place correctly. Please watch our installation videos here to make sure you’re using the right method for your frame type.

Step 2: Check the Model Look for the model number printed on the inside of the left arm of your sunglasses and compare it with your order confirmation email. If you’ve ordered the wrong model, get in touch and we’ll happily sort an exchange for you.

Step 3: Contact Us If they still won’t fit, please fill out our Return/Fit Issue form or email us at info@thesunglassfix.com. You can also call us on (530) 562 4800.

Please include:

Your Order Number
The Model Number from your frame arm
A short description of the issue (e.g. "lenses too big/small", "slightly different shape", "damaged in transit", "wrong colour", etc.)

Question 5

How does the Custom Made Lenses service work?

Accepted Answer

If we don’t carry your exact model, we can still make lenses for you using our custom cutting service.

The Process:

Place Order: Choose the "Custom Made" option on our website and select your lens colour and type.
Send Frames: Post your sunglass frames to our lab.
Production: Once we receive your frames, we’ll usually cut and fit your new lenses within 3–5 business days. (Some more complex frames may take a little longer).
Return: We’ll send your finished sunglasses back to you.

Total Turnaround Time: usually around 1.5 to 2 weeks, but this depends a lot on postal delivery times both ways.

For more info on our Custom Made service, click here.

Question 6

How do I contact customer support?

Accepted Answer

We are happy to assist you with any questions. Online: Visit our Contact Us Page Email: info@thesunglassfix.com.au Phone: +61 260 090 908

Question 7

How do I check my order status?

Accepted Answer

You can view the latest updates on your order at any time by visiting our Order Status page.

Simply enter your Order ID and email address to see the current progress of your order, including whether it has been received, is being processed, or has been shipped, as well as tracking numbers and delivery details.

Please note: We process orders 5 days a week and aim to dispatch standard orders on the same or next business day.

Question 8

How do I return my lenses or request an exchange?

Accepted Answer

1. Work Out the Issue Customer Error (Wrong Model/Colour): If you accidentally ordered the wrong item, we’re happy to swap it over for you. You’ll just need to post the lenses back to us. Please note that return postage is at your cost and is not refunded. Our Error (Wrong Item or Fault): If we’ve sent the wrong item or there’s a fault with your lenses, we’ll sort it out straight away. We’ll cover the cost of sending replacements, issuing a refund, or making a custom-cut solution if needed. 2. Get in Touch Please don’t send anything back until you’ve contacted us first. Click here for Returns and Exchanges or email our team at returns@thesunglassfix.com.au with the details below: Order Number: Full Name: Reason for Return: We’ll get back to you with instructions on where to send your parcel.

Question 9

Can I track my order?

Accepted Answer

This depends on the shipping method selected at checkout: Free Shipping: This option is not tracked. Paid Shipping ($3.95+): Yes. If you selected the upgraded shipping option, you will receive a tracking link via email once your order has been dispatched. How tracking works: We use DHL eCommerce or SEKO. These carriers send your parcel to your country, where it is then passed on to your local postal service (e.g. Australia Post, USPS, Mexico Post) for final delivery. Note: DHL tracking numbers may sometimes update once the parcel arrives in your destination country. What if my Free Shipping order is delayed? Because this method is untracked, we need to allow enough time for the postal system to complete delivery. Please wait until the maximum delivery window has passed before contacting us. If it is declared lost after this time, we guarantee delivery and will resolve it for you. For estimated shipping times and maximum delivery periods, please visit our shipping page.

Question 10

How long does it take to arrive?

Accepted Answer

All lens orders are made and shipped on the same or next business day. Delivery times vary depending on where you are. Because we use a mix of DHL/SEKO and your local postal service, international shipping times can differ from country to country. Please visit our Shipping Information Page for estimated delivery times for your location. Important for AU & EU Customers: We collect VAT at checkout to help speed up customs clearance, so your parcel moves through border processing faster and with fewer delays.

Question 11

Which shipping companies do you use?

Accepted Answer

We use a “hybrid” delivery network to help keep costs low while still offering reliable global shipping. International Leg: We ship your order from our facility using DHL eCommerce or SEKO. Domestic Leg: Once the parcel arrives in your country, it gets handed over to your local postal service (e.g. Australia Post, USPS in the USA, Royal Mail in the UK) for final delivery to your door or mailbox.

Question 12

What are the shipping costs?

Accepted Answer

Depending on where you are and how quickly you need your lenses, we offer a few different delivery options: Standard Lens Orders: - Standard: FREE (no tracking) - Tracked: $3.95 USD (includes tracking link) - Express: $4.95 USD (fastest delivery option; available for select locations only) Taxes and Customs: - USA (New August 2025 rules): Due to the removal of the de minimis exemption, all shipments to the U.S. are now subject to import duties, regardless of order value. The cost: A combined 12% tariff and duty charge applies to Australian-made lenses. How we handle it: We collect this 12% at checkout so your parcel clears customs faster and avoids delays, getting it straight to your door. - EU & UK (VAT Included): We collect VAT at checkout to help speed up customs clearance. Note: In rare cases where a local authority charges VAT again on delivery, please pay it, keep your receipt, and contact us. We’ll reimburse you straight away. - Rest of World: Any customs fees are the customer’s responsibility, but they’re very rare on smaller orders (usually only on orders over $1,000 USD). Custom Cut & Installed Service: Because this service involves sending your frames back and forth, there are extra costs involved. - Return Shipping Fee: $7.95 USD. Note: You’ll need to cover the cost of sending your frames to our workshop.

Question 13

How do I install replacement lenses in my sunglasses?

Accepted Answer

How you install your lenses depends on the type of frame you have. Work out your frame type below and follow the steps that match. Full Frame (Plastic/Acetate) - To Remove: Warm the frame slightly using warm water or leave it in gentle sunlight for a few minutes to soften the material. Find the straightest section of the frame, then push from the back (inside curve) and carefully work the lens out by easing the frame edge away. - To Install: Start by slotting in the most curved part of the lens first (usually the arm side). Then work your way around the frame, locking in the top edge, followed by the nose bridge. Finish by pressing firmly until the lens pops and seats into place. Full Frame (Metal) - To Remove: Locate the small screw near the hinge or tucked behind the temple arm. Loosen it slightly (don’t take it all the way out) so the frame opens and the lens can come free. - To Install: Line the new lens up in the frame groove, making sure it’s sitting correctly, then tighten the screw again to lock it in. Half Rim (Nylon Wire) - To Remove: Hold the lens firmly in place. Push it gently toward the arm side to release tension, then lift the lens up at the nose area until it comes free from the nylon wire. - To Install: Feed the thin edge of the lens (arm side) into the groove first. Then carefully flex and work the rest of the lens into the frame until it snaps back into place. If you need a visual walkthrough, check out our Lens Installation Instructions page for step-by-step videos.

Question 14

What is The Sunglass Fix Return Policy and Warranty?

Accepted Answer

We offer an industry-leading warranty and guarantee so you can buy with confidence: 6-Month Satisfaction Guarantee (No Questions Asked): If you don’t like the lenses, ordered the wrong colour, or made a mistake at checkout, you can return them for a refund or exchange within 6 months. 1-Year Manufacturer Warranty: We cover all manufacturing defects for 12 months, including issues like delamination or coating problems. Installation Guarantee: We guarantee a proper fit. If you damage a lens during installation, or they don’t fit your frame, we’ll replace them. If you want to return your lenses, please contact us before sending anything back, and make sure your Order ID is included in the return.

Question 15

What is polarisation on a lens and how does it work?

Accepted Answer

Polarised lenses have a special filter that blocks strong reflected light, also known as glare. Unlike standard tinted lenses that just darken your view, polarised lenses filter light to reduce eye strain and improve clarity. Key Benefits: Safety: Cuts harsh glare from roads, car bonnets, and wet surfaces while driving. Water Sports: Reduces reflection off the water surface so you can see into the water—great for fishing and boating. Reduced Eye Strain: Helps stop squinting in bright conditions, reducing headaches and fatigue. Improved Vision: Many people find polarised lenses give clearer, sharper vision with better contrast and improved colour perception in different environments. How to Test if Lenses are Polarised: If you’ve got a phone or computer screen nearby, hold the sunglasses up and look through the lens at the lit screen. Slowly rotate the glasses 90 degrees. If the lens goes dark or black at a certain angle, it is polarised. (This happens because screens also use polarising filters.) You can read more about polarised lenses and their benefits on our blog.

Question 16

How do I find out my sunglass model number?

Accepted Answer

Most sunglasses can be identified by checking the inside of the temple arm. Find the Model Number Look for a sequence of 4 to 8 characters printed on the inside arm. For example, Ray-Ban frames usually start with RB followed by numbers (e.g. RB3025). Search Efficiently When searching our website, keep it simple — less is more. Enter just the core model number (e.g. 3025 or RB3025) rather than the full string of numbers that may follow. This will give you broader and more accurate results. Check the Size (Important Step) Many brands use the same model number across multiple frame sizes. Check the width: look for two numbers next to a small square icon on the arm (e.g. 55[]18). The first number (55) is the lens width in millimetres. If the markings have worn off, measure the lens width manually to make sure you choose the right size (e.g. 55mm, 58mm, or 62mm).

Question 17

Why is the courier asking me to pay VAT again?

Accepted Answer

For AU & EU Customers: If you’re asked to pay VAT on delivery, please don’t worry. In rare cases this can happen due to a technical issue where local customs systems don’t recognise that VAT has already been paid at checkout. We’ll refund you for this straight away. Please follow the steps below: Pay the fee: You’ll need to pay the VAT and any courier handling fees to release your parcel. Save your receipt: Make sure you keep a photo or PDF of the payment proof. Email us: Send the receipt to info@thesunglassfix.com.au. Refund issued: We’ll quickly refund the full amount back to your original payment method. For Non-AU/EU Customers: If you’re outside the EU/AU and no tax was collected at checkout, any charges on arrival are likely standard import duties or tariffs charged by your local government. These customs fees are the customer’s responsibility.

Question 18

Do you sell original manufacturer lenses?

Accepted Answer

Sunglass Fix operates just like an independent optometrist: we manufacture premium quality replacement lenses shaped to fit your specific frames perfectly, often using higher quality materials than the originals, but at a fraction of the price. We are not affiliated with any sunglass manufacturers.

Question 19

What if my lenses arrive damaged or break during installation?

Accepted Answer

We’ve designed our packaging to give your lenses the best possible protection in the mail, so damage is rare. However, if your order arrives damaged—or if you accidentally break a lens during installation—please get in touch with us right away. We offer exchanges, refunds, and warranty replacements depending on the situation. We work hard to provide great customer service and will always sort out a solution for you.

Question 20

Where are your lenses made?

Accepted Answer

We design, shape, quality-check, and ship all lenses from our central lab in Australia.

Our Australian lab runs on 100% renewable energy, making our lenses one of the more environmentally friendly options on the market.

We source high-quality optical materials from around the world. For example, our high-performance polarising film comes from Japan because of its excellent clarity and natural viewing experience. While some raw materials are made overseas, the full manufacturing process is tightly controlled so every lens meets our Grade-A quality standards.

Question 21

Do you make lenses for goggles or single-shield masks?

Accepted Answer

No, unfortunately The Sunglass Fix cannot make single-piece mask lenses (shields) that cover both eyes. Your frame needs to be designed for two separate lenses (left and right). We’re hoping to offer this option in the future. If you have a mask-style frame, we recommend reaching out to the original manufacturer for replacement lenses.

Question 22

Do you repair broken frames?

Accepted Answer

No. We specialize exclusively in high-quality replacement lenses. If you are in Australia and need frame repairs (such as metal or plastic welding), we recommend Frame Care Australia. They are experts in fixing broken frames

Question 23

Do your lenses have a logo and are they original brand parts?

Accepted Answer

Our lenses do not have any branding or logos on them.

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