Shipping policy
Shipping Policy
Thank you for shopping with FRAMELUNE. This Shipping Policy explains how order processing, shipment, tracking, delivery, and possible delays work for orders placed through framelune.com.
Order Processing Time
Processing time is the time needed to prepare your order before it is shipped. Processing time may vary depending on the item type, lens option, prescription details, and order volume.
Estimated processing times:
Non-Prescription: 1-3 business days
Single Vision / Reading: 3-5 business days
Sunglass / Bifocal / Progressive / Photochromic: 7-10 business days
For rimless glasses or more customized lens orders, processing time may be extended due to the detailed manufacturing process.
Rimless Single Vision / Reading / Non-Prescription: 5-10 business days
Rimless Sunglass / Bifocal / Progressive / Photochromic: 10-20 business days
These timeframes are estimates and may vary during holidays, peak seasons, high order volume, or when prescription information needs to be confirmed.
Prescription and Customized Orders
Prescription glasses, progressive lenses, photochromic lenses, and other customized lens options may require additional processing time before shipment.
Please make sure your prescription, PD, lens type, frame color, shipping address, and email address are correct before placing your order. Incorrect or incomplete information may delay processing.
Shipping Time
Shipping time begins after your order has been processed and handed to the carrier. Delivery time may vary depending on your destination, selected shipping method, carrier handling, customs clearance, weather, holidays, and other factors outside our control.
Any delivery dates shown at checkout or by the carrier are estimates and are not guaranteed unless clearly stated otherwise.
Shipping Destinations
Available shipping destinations will be shown at checkout after you enter your shipping address. If your country or region does not appear at checkout, shipping may not currently be available there.
Shipping Fees
Shipping fees, if applicable, will be shown at checkout before payment. Free shipping may be available for qualifying orders or during promotional periods.
Order Tracking
After your order ships, you should receive a shipping confirmation email with tracking information. You can use the tracking number to check the latest delivery status on our Track Order page:
https://framelune.com/pages/track-order
Please note that tracking information may take time to update after the carrier receives the package. In some cases, the tracking number may not show updates until the first carrier scan.
Incorrect Shipping Address
Please enter your shipping address carefully at checkout. If you notice an address error, contact us as soon as possible at official@framelune.com with your order number and the correct shipping address.
If the order has not shipped, we will try to update the address. If the package has already shipped, changes may be limited by the carrier and may not be possible.
Lost, Delayed, or Stalled Packages
Carrier delays may happen due to customs processing, weather, local delivery conditions, holidays, incorrect addresses, or other reasons outside our control.
If your tracking has not updated for several business days, please contact us at official@framelune.com with your order number and tracking number so we can review the situation.
Customs, Duties, and Taxes
International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges required by the destination country or region.
These charges are determined by local customs authorities and may not be included in the product price or shipping fee. Customers are responsible for any applicable customs duties, taxes, or import-related fees unless otherwise required by applicable law.
Refused or Undeliverable Packages
If a package is refused, unclaimed, or returned due to an incorrect address, failed delivery attempt, unpaid customs fees, or other customer-related reason, additional shipping fees or return handling costs may apply.
We recommend checking your shipping address carefully and following carrier updates after the order ships.
Damaged Packages
If your package arrives damaged, please contact us as soon as possible at official@framelune.com.
Please include:
- Your order number
- Clear photos of the damaged package
- Clear photos of the damaged item
- Photos of the shipping label
- A short description of the issue
We will review the information and help with an available solution.
Contact Us
For shipping questions, delivery issues, or order tracking support, please contact:
Email: official@framelune.com
Website: https://framelune.com
Track Order: https://framelune.com/pages/track-order
Contact page: https://framelune.com/pages/contact