Question 1

What materials do you use?

Accepted Answer

We use optical-grade Polyamide for our lenses. This material is lighter, safer, and more durable than glass while maintaining the same optical clarity. We do not use glass lenses. Our Lens Tiers: SFx Diamond-Bio (Premium): The pinnacle of lens technology. Made from optical-grade polyamide with 44% bio-content (renewable castor oil). These lenses feature an exclusive Anti-Reflective (AR) coating on the back to reduce glare and an ultra-tough outer hardcoat to prevent scratches. Available in Onyx, Burnt Umber, and G15 gradients. SFx Ultra (Polarized): One of the strongest and lightest lenses available. They integrate a Japanese polarization film with a 99.9% efficacy rating. These are ideal for eliminating glare and are available in various tints and mirror finishes. SFx Edge (Non-Polarized): Safe, durable, and crystal clear. These lenses are coated with a protective layer that repels water, sweat, and resists scratching. They offer HD performance at a third of the weight of glass. Note: All our lenses meet ANSI Z80.3-2018 and all other regional quality and safety standards and provide 100% UV protection. Learn more on our Quality & Colors page.

Question 2

Which payment methods do you accept?

Accepted Answer

Instant Online Payments Credit & Debit Cards Apple Pay Standard & Express Google Pay Standard & Express PayPal Express Other common cards The Sunglass Fix takes security seriously. Our site is regularly audited by Trusted Site for full PCI Compliance to ensure your data is safe. Alternative Payment Methods: If you prefer not to pay via the website, we are happy to assist you manually. PayPal Invoice: Contact us, and we can email you a secure invoice link. Direct 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 making 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 and care for my lenses?

Accepted Answer

Cleaning Daily Wipe: Quickly blow off any dust or dirt, then wipe the lenses carefully every time you put them on. Use the Right Cloth: Always use the provided microfiber cloth or pouch. Do not use paper towels, tissues, or napkins, as the wood fibers in them act like sandpaper and will scratch the lenses. Warm Soapy Water: For heavy smudges, warm soapy water is best. Standard washing-up liquid works well, provided it does not contain added moisturizers. Avoid chemical sprays unless they are specialist lens solutions. 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 on a surface, ensure they are placed upside down with the arms wide 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. Additonal Tighten Screws: Periodically check your frame screws with an optical screwdriver. Arms should open easily but not unfold under their own weight. 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 deteriorate lenses causing visual defects. This effect is exaggerated if the lenses and frames are dirty or wet. 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.

Question 4

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

Accepted Answer

Fit issues are rare, but we are here to help. Step 1: Check the Installation Sometimes lenses require a specific technique to snap in. Please watch our Installation Videos here to ensure you are using the correct method for your frame type. Step 2: Verify the Model Check the model number printed on the inside left arm of your sunglasses. Compare this to your order email. If you accidentally ordered the wrong model, contact us—we are happy to exchange them. 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 give us a call at (530) 562 4800 Please provide: Your Order Number. The Model Number from your frame arm. A description of the issue (e.g., Lenses are too large/too small, Shape is slightly different, Damaged during transit, Wrong color...).

Question 5

How does the Custom Made Lenses service work?

Accepted Answer

If we don't stock your specific model, we can custom cut lenses for you. The Process: Place Order: Select the Custom Made option on our website and choose your lens color and type. Send Frames: Mail your sunglass frames to our lab. Production: Once we receive your frames, we typically cut and install the new lenses within 3 - 5 business days. (Complex frames may take slightly longer). Return: We ship your renewed sunglasses back to you. Total Turnaround Time: generally takes about 1.5 to 2 weeks, though this depends heavily on the postal shipping times to and from our lab. For more information about our Custom Made service, please 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 Phone: (530) 466-6354

Question 7

How do I check my order status?

Accepted Answer

You can view the latest updates for 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, processing or shipped, as well as tracking numbers and shipping information. 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. Identify the Issue Customer Mistake (Wrong Model/Color): If you ordered the wrong item, we are happy to exchange it. You will need to mail the lenses back to us. Please note that return shipping costs are not reimbursed. Sunglass Fix Mistake: If we sent the wrong item or there is a defect, we will rectify it immediately. We will cover the costs to provide the correct lenses, a refund, or a custom-cut solution. 2. Contact Us Please do not mail lenses back without contacting us first. Click here for Returns and Exchanges or email our team at returns@thesunglassfix.com.au with the following details: Order Number: Full Name: Reason for Return: We will reply with instructions on where to send your package.

Question 9

Can I track my order?

Accepted Answer

That depends on the shipping method you 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 the order is dispatched. How tracking works: We use DHL eCommerce or SEKO. These carriers transport the package to your country, then hand it over to your local postal service (e.g., Royal Mail, USPS, Mexico Post) for the final delivery. Note: DHL tracking numbers may change once the package arrives in your destination country. What if my Free Shipping order is late? Since this method is untracked, we must allow the postal system ample time to deliver. Please wait until the maximum delivery time has expired 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 times please visit our shipping page.

Question 10

How long does it take to arrive?

Accepted Answer

We aim to manufacture and ship most lens orders within one business day, though busier periods may take 2–3 business days. Delivery times vary by region. Because we use a combination of DHL/SEKO and your local postal service, international times can vary. Please visit our Shipping Information Page for specific estimates for your country. Important for US, EU & UK Customers: We collect tariffs and VAT at checkout to fast-track your package through customs, ensuring it reaches you as quickly as possible without border delays.

Question 11

Which shipping companies do you use?

Accepted Answer

We use a hybrid delivery network to keep costs low and coverage high. International Leg: We ship from our facility using DHL eCommerce or SEKO. Domestic Leg: Once the package enters your country, it is handed over to your local national postal service (e.g., USPS in the USA, Royal Mail in the UK) for final delivery to your mailbox.

Question 12

What are the shipping costs?

Accepted Answer

Depending on your location and how quickly you need your lenses, we offer the following tiered options: Standard Lens Orders: - Standard: FREE (No tracking) - Tracked: $3.95 USD (Includes tracking link) - Express: $4.95 USD (Fastest delivery; available for select locations only) Taxes and Customs: - USA (New Aug 2025 Regulations): Due to the suspension of the de minimis exemption, all shipments to the U.S. are now subject to import duties regardless of value. The Cost: A combined 12% tariff and duty charge applies to Australian-made lenses. How we handle it: To avoid customs delays, we collect this 12% at checkout. This ensures your lenses are delivered directly to your door without stoppage. - EU & UK (VAT Included): We collect VAT at checkout to fast-track customs clearance. Note: In the rare case a local authority charges you VAT again upon delivery, please pay it, keep the receipt, and contact us. We will reimburse you immediately. - Rest of World: Customs fees are the customer's responsibility but are highly rare on small orders (typically only applying to orders over $1,000 USD). Custom Cut & Installed Service: Because this service involves shipping your sunglass frames back and forth, the costs are higher. - Return Shipping Fee: $7.95 USD. Note: You are responsible for the postage cost of sending your frames to our workshop.

Question 13

How do I install replacement lenses in my sunglasses?

Accepted Answer

Installation methods vary depending on the type of frame you have. Please identify your frame type below and follow the steps. Full Frame (Plastic/Acetate) - To Remove: Warm the frames slightly (using warm water or sunlight) to make the plastic pliable. Find the straightest section of the frame, push from the back (concave side), and pull the frame edge away from the lens. - To Install: Insert the most curved area of the lens first (usually the arm side). Work around the frame: secure the top, then the nose side. Finally, press firmly until the rest of the lens clicks into position. Full Frame (Metal) - To Remove: Locate the small screw usually hidden behind the temple arm. Partially loosen this screw (do not remove it completely) to open the frame barrel. The old lens should drop out easily. - To Install: Line up the new replacement lens into the frame groove and re-tighten the screw to secure it. Half Rim (Nylon Wire) - To Remove: Hold the lens firmly. Push the lens toward the temple arm, then pry the nose area upward. The lens will unclip. - To Install: Insert the thin section (arm side) of the lens into the frame groove first. Squeeze the lens into the frame from the bottom until it snaps into place. Need a visual guide? Visit 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 the industry's best warranty and guarantee to ensure you are confident in your purchase:

6-Month Satisfaction Guarantee (No Questions Asked): If you simply don't like the lenses, ordered the wrong color, or made a mistake during ordering, you can return them for a refund or exchange within 6 months.

1-Year Manufacturer Warranty: We cover all manufacturer defects for a full year. This includes delamination or coating issues.

Installation Guarantee: We guarantee a perfect fit. If you damage a lens while trying to install it, or if they do not fit your frame, we will replace them.

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 15

What are polarized lenses and how do they work?

Accepted Answer

Polarized lenses contain a specialized filter that blocks intense reflected light, known as glare. Unlike standard tinted lenses that just darken your view, polarized lenses reorganize light to reduce eyestrain and improve clarity. Key Benefits: Safety: Eliminates blinding glare from roads, car bonnets, and wet surfaces while driving. Water Sports: Cuts through the reflection on the water's surface, allowing you to see into the water—ideal for fishing and boating. Reduced Eyestrain: Prevents the need to squint in bright conditions, reducing headaches and fatigue. 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 (enhanced contrast and color perception). How to Test if Lenses are Polarized: If you have a computer monitor or mobile phone screen handy, hold the glasses up and look through the lens at the lit screen. Slowly rotate the sunglasses 90 degrees. If the lens turns dark or black at a specific angle, it is polarized. (Note: This works because digital screens also use polarizing filters). You can read more about polarized lenses and their benefits on our blog.

Question 16

How do I find my sunglass model number?

Accepted Answer

Most sunglasses can be identified by having a look at the inside of the temple arm. Find the Model Number Look for a sequence of 4 to 8 characters printed on the inside arm. 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 follows. This gives you broader and more accurate results. Check the Size (Important Step) Many brands use the same model number for several different 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. Measure manually: If the numbers have worn away, measure the width of your lens horizontally 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 EU & UK Customers: If you are being asked to pay VAT upon delivery, please do not worry. This is a rare technical error where local customs systems fail to recognize the tax was already pre-paid at checkout. We will reimburse you for this immediately. Please follow these steps: Pay the fee: You must pay the VAT and collection fees to the courier to release your package. Save your receipt: Ensure you get a photo or PDF of the payment proof. Email us: Send the receipt to info@thesunglassfix.com.au. Get Refunded: We will promptly refund the full amount to your original payment method. For Non-EU/UK Customers: If you are outside the EU/UK and no tax was collected at checkout, this charge is likely a standard import duty or tariff imposed by your local government. These standard customs charges are the responsibility of the customer.

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

Made a mistake on your order? Need to Cancel Order? Address Wrong?

Accepted Answer

Email info@thesunglassfix.com.au with 'URGENT – ORDER #12345 CHANGE' in the subject line (using your actual order number).

If you have made a mistake while placing your order you can contact our team and they will fix it.

It’s best to email info@thesunglassfix.com.au with URGENT – ORDER (YOUR NUMBER) CHANGE in the subject.

Let the team know if it’s an address change or other information changes and they will assist.

Simple colour, model, or size changes can also be requested. However, for major changes like upgrading lenses where the price changes it may be easier to just cancel your order and place a new one.

Question 20

What if my lenses arrive damaged or break during installation?

Accepted Answer

We have designed our mail packaging to provide the best protection for your lenses, so damage is rare. However, if your order arrives damaged—or if you accidentally break a lens during installation—please contact us immediately.

We offer exchanges, refunds, and warranty replacements for all scenarios. We strive to offer the best customer service in the industry and guarantee we will provide you with a solution.

Question 21

Where are your lenses made?

Accepted Answer

We design, shape, quality-check, and ship all lenses from our central laboratory in Australia. We run our entire Australian lab on 100% renewable green energy, making our lenses one of the most environmentally friendly choices on the market. We source the finest optical materials globally. For example, our high-performance polarization film is sourced from Japan for its superior clarity and natural feel. While some raw materials are produced overseas, the entire manufacturing process is strictly controlled to ensure every lens meets our Grade-A standards.

Question 22

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

Accepted Answer

No, unfortunately Sungass Fix cannot manufacture single mask lenses (shields) that cover both eyes. Your frame must support two separate lenses (left and right). We are hoping that we will have this technology in the future. If you have a mask-style frame, we recommend contacting the original manufacturer for replacements.

Question 23

Do you repair broken frames?

Accepted Answer

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

Question 24

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.

Question 25

What are photochromatic lenses?

Accepted Answer

Photochromatic lenses automatically adjust their level of darkness based on your exposure to UV light. They contain light-reactive molecules that darken the lens when exposed to bright, direct sunlight and fade back to a lighter resting tint in low-light or overcast conditions. Key Benefits: Adaptable Shading: Automatically lightens in overcast conditions and darkens in full sun, providing the appropriate amount of shade for your environment. Variable Environments: Ideal for outdoor activities with shifting light conditions—like hiking in and out of tree cover or days with mixed weather. Options: We offer a non-polarized option that transitions from a light 35% base tint up to an 85% dark tint, and a polarised option that starts at a moderately dark 65% base tint and transitions up to 85%.   Important Note on Driving: The darkening effect requires direct UV light to activate. Because modern car windshields are designed to block almost all UV rays, these lenses will not transition while you are driving. They will remain at their resting base tint inside the car. If you require a maximum dark (85%) lens specifically for driving, a standard tinted lens is a better choice.

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