Frequently asked questions
Before rushing to contact our customer service, have a look at our list of FAQ.
You might find something interesting !
No, we do not offer glasses with prescription lenses directly online. You will find on our site compatible sunglasses with optical prescriptions. To buy them, we advise you to contact one of our professional resellers (opticians) who will be able to advise you perfectly. Find the dealer closest to you via this link https://www.spyoptic.com/stores.
Our patented Happy™ lens tech is scientifically formulated to allow in the sun's good rays while blocking the bad, letting you SEE BETTER by enhancing color and contrast, while helping you to FEEL BETTER by boosting your mood and alertness--something you'll feel even after taking your sunglasses off.
All SPY lenses and goggle lenses offer 100% UV A, B and C protection.
All current SPY goggles are helmet compatible. Our standard straps are designed to be worn on the outside of the helmet, while Snow models with our Flight Strap are made to be worn under your helmet.
Replacement lenses are offered for select performance models such as the Flyer and Quanta. We offer a replacement program for our normal fashion frames, please email customer service at firstname.lastname@example.org for details.
Every SPY® polarized sunglass features premium injected Trident™ polarized lenses. Sunlight is one crazy mother-we've accepted this, but through Trident™ polarization we filter sunlight's hyperactive, glared-filled rays into a stream of clean, clear light. This effectively reduces up to 99% of glare (especially from water, pavement, or other reflective surfaces), allowing wearers to see clearer and last longer in the elements.
Our shades make you look cool and help you see cool things, certainly, but they're also designed to keep your eyeballs protected and in your head. That's why our ANSI Z87.1 certified line for lens retention and high mass impact resistance. That means if something hits you in the face (or if your face hits something), the lenses will resist ejecting, they won't shatter, and the frame won't break. One test these badass optics endured is a 1/4-inch metal ball blasted at them at more than 100 mph. The other is a 1.1 lb. pointed projectile dropped on them from more than 4 feet up. Check out our ANSI certified line here.
Rinse the lens with tap water gently to remove any dirt or loose objects from the lens. Blot the lens dry with a soft cloth and gently polish to remove any smudges. Rubbing alcohol can also be used to clean the lens. Be careful not to get excess alcohol on the frame paint.
The frame measurements correspond to the width of the lens, the width of the nose, and the length of the temple. For example, the Helm frame measurements are 57-18-140. 57mm is the width of the lens from left to right, 18mm is the width of the nose, and 140mm is the length of the temple.
Special care is required for optimum performance. When the inner lens surface gets wet it becomes soft and is more susceptible to scratching. Do not rub the lens when this happens. Blot the lens with a soft cloth to remove the moisture or allow to air dry. When the lens has been thoroughly dried at room temperature, gently polish it with a soft cloth to remove any smudges. The inner and outer side of the lens should generally be cleaned with clean water only. Rinse and follow the instructions above for drying.
You do not have to create an account to be able to place an order. You can choose to checkout as a guest. However, we suggest creating a customer account to better track your orders and be able to place your orders more quickly.
You can change your personal information by logging into your account with your email and password. When you are connected you can modify your personal information (delivery address, password, email address, etc.).
Click on the icon of "Sign in" and click on "Forgot password" and enter your email address in the dedicated field. You will receive a few minutes later an email on your mailbox with a link to reset your password. If you do not see anything in your Inbox, remember to check your spam.
The items in your cart are saved for 7 days but are not reserved. After this period, they will be automatically removed from your basket.
To use your discount code, you must first add your items to your shopping cart. Then you will see the words "Do you have a discount code?" below the summary of your basket. Enter your promotional code in the dedicated field then click on "Apply". You will then see the discount indicated for each item in the order summary.
Unfortunately, we cannot apply a promotional code after the validation of your order.
You can only add one promotional code per order.
As soon as your order is shipped you will receive an email from UPS with your tracking number. To follow the progress of your order simply click on the tracking link which will direct you to the UPS website where you can follow the different stages of delivery.
You cannot modify or cancel an order already validated. You can return your package by logging into your personal space and getting a refund if you make the return within 14 days. To find out more go to the "Delivery and Return" section of our FAQ.
If you have ordered a product and it is no longer available, your order will be canceled. Obviously, if your order includes multiple items, the available items will be shipped. You will not be charged for the out-of-stock item, as we only charge for items that are shipped.
What if I received an item different from the one, I ordered or if the product received is in poor condition?
If the product you have received does not correspond to your order or if it is in poor condition you must contact our Consumer Service via the "Contact us" form, indicating your order number and a photo of the product received. Our Consumer Service will answer as soon as possible.
No. Your credit card will not be charged until your order has shipped. However, we do get an authorization from your card issuer. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information. We may reject a suspicious order even if we get an authorization.
All our payment methods are secure, and payment must be made in cash. We accept:
- Credit card, network cards are accepted: Visa, MasterCard, American Express, Discover and debit card
You will be charged when your order will be shipped. During shipment, an email is sent with a link to download the invoice linked to the order.
Delivery and returns policy :
Free shipping – USPS (5-14 business days) – Free on orders $50+ Standard Ground – (3-7 business days) – $5 *If placed by 1pm PST. Monday-Friday, excluding holidays. Applies only to contiguous U.S. states.
We offer FREE domestic ground shipping on orders $50+ within the continental USA. (Lower 48 States) *This offer excludes certain promotions, and orders being shipped to Canada, Hawaii, Alaska, Puerto Rico, all other US territories.
Yes, the packages are sent to the delivery address you provided when confirming your order. You have the option of registering multiple addresses in your account and differentiating between delivery and billing addresses.
We deliver in the following areas:
- United States
You receive an SMS from UPS to notify you of the delivery. If you are not present that day, UPS will make a second next day delivery attempt. If you are not present the next day either, the delivery person drops the package in a UPS depot and alerts you by SMS.
First, you have a period of 30 days following the reception of your order to inform us of your wish to return part or all your order. You must then return the items to us within 30 days following your cancellation.
- 1. Please login to your account then under the "My Orders" tab, confirm the products you wish to return. If you ordered as a Guest, please go to the Log In page and complete the "Check Order" form.
- 2. Select the items you want to return, the quantity as well as the reason for your return.
- 3. You will then receive under 2 working days the Return form by email, that you will have to print.
- 4. Prepare your package for the return:
- o Returned items must be in new, unused condition and in their original packaging. Please note that no other product should be placed in the carton for this return order.
- o Close your package
- o Print the Return form and the UPS return label
- o Stick the Return form and the UPS return label on the parcel
Once we have received your return item, we will refund the returned items via the payment method used when ordering. If you return only some of the products ordered and not all of them, the delivery costs will not be refunded, only the returned product will then be refunded to you. In case of exercising the right of withdrawal, the return costs are at your expense: a fixed amount of 5€ will be automatically deducted from the refund for the return and transport costs of the Product.
Your credit card will not be charged until your order has shipped. However, we do get an authorization from your card issuer. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.
You will be notified via email once your approved return has been received and processed. Refunds, and store credits will be processed within 7-10 days. A refund may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from SPY.
Returns, refunds, and store credits may be made at the discretion of SPY Inc.
***Shipments may take longer to leave our warehouse due to the recent California COVID-19 mandate. If your order was placed Monday through Thursday by 2:00pm PST it will be shipped the same day. After 2:00pm PST it will ship the following day, excluding shipping holidays. If your order was placed on Friday prior to 1:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped.
Warranty and after-sales service
SPY Optics guarantees its products against manufacturing defects for up to 2 years from the date the goods were invoiced to you. Scratches or breakage due to abuse / aggressive use are not covered by warranty.
We only guarantee the products you have ordered from our website. If you want warranty or after-sales service for a product that you have not purchased on our website, please contact a SPY Optic dealer with your product and your purchase invoice (for warranty). You will find the closest SPY Optic retailer to you via this link: https://www.spyoptic.com/stores .
We do not offer the online sales service for spare parts and replacement screens / lenses. However, we invite you to contact a SPY Optic reseller who will be able to take your request into consideration. You will find the closest SPY Optic retailer to you using this link: https://www.spyoptic.com/stores
SPY Optic, Inc. (SPY) provides a limited warranty against manufacturing defects from the date of purchase. We will replace any current style which is determined to be defective. Scratched lenses as a result of normal use are not covered by this warranty. Traditional warranty coverage is valid with dated proof of purchase from an authorized SPY dealer (eBay is not an authorized dealer, any warranty issues with eBay sales must be made with the seller). Please fill out the online warranty claim form or call 1 (800) SPY-EYES for more info. No returns or exchanges are available on replacement products; all orders are final. Please DO NOT send in your package without first acquiring a return authorization number (RA #) via our online warranty claim form, or by calling customer service at 1 (800) SPY-EYES.
SPY does offer a replacement service for items not covered under warranty. If you have scratched lenses, we can get you into a new pair of SPYs of your choice (anything we currently offer) at 40% off the retail price! To take advantage of this program all you need to do is submit a photo of your SPY sunglasses or goggles via the Warranty Claim Form. After receipt of your photo submission you will then receive a 40%-off-retail code along with ordering instructions via the email address you have provided. This program pertains to SPY product purchased within North America only.
For more information check out the warranty page here.