office policies
The following is list of our store policy. If you are unable to find the answer to what you need, please fill out the form below and we will contact you as soon as we are able. Or if you need immediate help, please call us at 972-378-0871.
Professional services such as but not limited to routine exams, contact lens evaluation, special testing and interpretations, medical eye procedures, and other office visits are non refundable. All professional fees are due and payable at the time service..
In some cases, your glasses prescription may need to be adjusted after your eyeglasses are made. If you experience any discomfort or blur that lasts longer than a week of continual wear, we are happy to re-evaluate your prescription to see if any changes need to be made and reorder your updated lenses at no charge. We want you to see clearly! You have 60 days from the date of purchase to contact our office.
If a courtesy spectacle recheck is needed, it must be done within 2 months from your initial exam. Any contact lens follow-up will be covered by the contact lens fit/evaluation fee, but it must be done within 2 months of your initial exam to avoid any late follow-up fees.
Prescription lenses are considered custom orders. Your lenses are cut and designed uniquely for you and your eyes, and for your chosen frame. We will do our best to resolve any issues you may have with your spectacles. Returns are subject to a restocking fee of 15% of the cost of the frame plus lenses before insurance and discounts, if any.
Glasses returns are only accepted within 15 days (including non-business days) from the date of dispense.
Returns must be free of defect & damage. At our discretion, we may deny returns of damaged frames and lenses.
If glasses are not picked up or paid in full by 60 days after your glasses are ready, any deposits and/or insurance benefits will be forfeited, and your order will be cancelled.
If your contact lens prescription have changed, we will gladly exchange contact lenses purchased from our office. We can only accept unopened and undamaged contact lens boxes and the exchange must be within 6 months from the date of purchase. Only valid with purchases made at our office.
Contact lens returns are only accepted within 30 days upon pick up. Boxes must be unopened and unmarked in sellable condition.
We ask that patients cancel appointments with a minimum of 24-hour notice to avoid $40 Late-Cancellation fees for any rescheduled or cancelled appointments.
We utilize Patient Health Portal to upload necessary documents. Once glasses or contact lens prescription is finalized, it will be uploaded to your patient portal. Once uploaded, you will get a notification via e-mail.
Concept Eyecare will make every effort to verify your insurance benefit and collect only the amount due at the time of service. However, this is only an estimate, and you may have a remaining portion to pay as a copay, co-insurance, or deductible after your claim is processed. Your vision and/or health insurance coverage is a contract between yourself and your insurance company and that it is ultimately your responsibility as the patient to understand your insurance coverage as well as handle any charges your plan does not cover.
Notice of Non-Discrimination
Concept Eyecare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. Concept Eyecare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.