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Frequently Asked Questions

ORDERS

What are your shipping fees + fulfillment time?

• We offer $8 flat rate shipping on all U.S. orders.
• We ship from Salt Lake City, Utah using USPS mail, Monday through Friday.
• You will be sent a tracking number after purchase.
• Shipping times vary based on what you ordered.
  - Most readers and sunglass orders will ship within 24 hours.
  - If you ordered a custom color or lens type, your order will ship within 5-7 business days.
  - If you ordered prescription glasses, orders typically ship within 7- 14 days from when we receive your prescription.

What is the status of my order?

The quickest way to check the status of your order is by following the below steps to log into your account. Unable to find the status? Contact one of our optical specialists at orders@caddislife.com or (385) 295-9597.

1. Head to our Account Login page
2. If you do not already have an account, create one with the email address you use to place your orders
3. Once logged in, click on Orders and you will see a full history of orders associated with the email address you used to create your account
4. If you already have an account, just simply log in and follow the same steps above to view your orders

What is your warranty policy?

We stand behind our products 100%. If something goes wrong within one year of your purchase, please fill out a warranty request. You can expect a response within 24-48 hours, Monday through Friday.

Can I purchase with my Flexible Spending Account (FSA) or Health Savings Account (HSA)?

We accept FSA/HSA cards! Head over to our Flexible Spending Accounts page to learn more.

EASY RETURNS & FREE EXCHANGES

What is the U.S. returns & exchanges policy?

We want you to love your new glasses. If you don’t, you’re welcome to return or exchange them within 60 days of purchase by using our returns portal. If you have questions, email us at orders@caddislife.com or call (385) 295-9597.

How do I make an exchange?

1. Locate your order number on your order or shipping confirmation email.
2. Use our Exchange and Returns portal to start the process.
3. We’ll email you a US Postal Service Label that you can use to send the product you don’t wish to keep back to us. Simply affix the label and place the package in your mailbox.
4. You’ll be directed to shop for your replacement item. Fear not, you will NOT be charged for shipping.
5. Once you place your replacement order, you’ll receive an order confirmation email containing links to track the status of your item.
6. Any amount due on the returned item will be issued in 5-7 business days.

How do I start a return?

1. Locate your order number on your order or shipping confirmation email, or on the packing slip that came with your order.
2. Use our Exchange and Returns portal to start the process.
3. We’ll email you a US Postal Service Label that you can use to send the product you don’t wish to keep back to us. Simply affix the label and place the package in your mailbox. You’ll be charged a flat $8 fee for return shipping.
4. The refund on your returned item will be issued in 5-7 business days.

What is your non-U.S. returns & exchanges policy?

While we are unable to provide our international customers with shipping labels for returns or exchanges, we would still be happy to help you with a return or exchange. Please give us a call at (385) 295-9597 or email us at orders@caddislife.com and we can guide you through the best way to return or exchange your purchase. Please note that duties/taxes will not be refunded for returned orders.

GENERAL

I still have question. Can you help?

Of course, eyeballs are our business. Have a technical optometry question? Call us. We know that world well and can help you. ph. (385) 295-9597 or orders@caddislife.com

Are Caddis products compliant?

CADDIS eye appliances are compliant to US FDA Reg. 21 CFR 801.410, ANSI Z80.31:2017 & ISO 12311:2013, ISO 12870:2016, ISO 16034:2006 and BS/EN 14139:2010 standards for optical & mechanical performance & are in accordance with the EC Directive 93/42/CEE corresponding to the European Community.