Company Policies

We design all of our policies with simplicity in mind. Why? Because we hate policies. And we hate companies that stand behind their policies in clearly extenuating circumstances. We’d rather spend our time making cool glasses and providing incredible customer service. If you feel that our policies don’t fit a certain situation, let us know. We’re flexible.

Pricing

You like us. That’s cool. But we charge more than some other lab, and you’re getting squeezed from all sides in your effort to make a buck. We get it. We live in the same miserable monopoly you do. If us lowering our prices will allow you to work with us more, let’s talk. Give us a call. We will most likely require volume commitments with discount pricing.

This flexibility doesn’t mean that we’re going to discount products all willy-nilly to people who we’ll probably never hear from again. If you feel like haggling for the sake of haggling, please visit your local used car dealer.

Privacy

What information do we collect?

We collect information in a few ways:

Cookies: Like most websites, we use cookies to make your experience smoother.

    • Temporary cookies are set when you visit our login page, and they disappear when you close your browser.
    • When you log in, we set cookies to remember your login information and screen display choices. These last for two days to a year, depending on your settings.

Embedded content: Articles on our site may include content (like videos or images) from other websites. These sites may collect data about you, use cookies, or track your interaction with their content, especially if you have an account and are logged in to them.

Activity Log (for registered users): If you're a registered user, we log your activity on the site, such as creating, updating, or deleting posts and comments.

Security Logs: To protect our site from malicious activity and attacks, we conditionally log IP addresses, user IDs, and usernames for login attempts and other suspicious actions. This information is kept for 30 days.

Who do we share your data with?

Spam detection: Visitor comments may be checked by an automated spam detection service.

Password resets: If you request a password reset, your IP address will be included in the reset email.

Solid Security: Our site is scanned for malware and vulnerabilities by SolidWP Site Scanner. We don't send personal information to the scanner, but it might find publicly posted personal information (like in comments) during its scan.

How long do we keep your data?

Comments: Comments and their associated information are kept indefinitely so we can automatically approve follow-up comments.

Registered users: If you register on our site, we store the personal information you provide in your user profile. You can see, edit, or delete your personal information anytime (except your username). Our website administrators can also see and edit this information.

Security logs: These are kept for 30 days.

What rights do you have over your data?

If you have an account or have left comments, you can request an exported file of the personal data we hold about you. You can also ask us to erase any personal data we hold, except for data we're required to keep for administrative, legal, or security reasons.

Have questions about our privacy policy? Feel free to contact us!

Warranties

RX Work

All RX Work can be redone at any time within a year for any reason at half-price. This includes scratches, doctor’s changes, anything.

AR Coating

The special things we do to our lenses are not compatible with the coatings that act as the best substrate for AR. If the coating gets scratched, we will attempt to strip it for no charge. If that doesn’t work, see RX Work policy.

Frames We Supply

All frames we supply come with a 1-year replacement warranty. Unless our supplying them somehow voids the manufacturer’s warranty. Companies like Luxottica-owned Oakley have delightful policies like this.

Frames We Do Not Supply

You sending your frame to us for finishing is done at your own risk. We are in no circumstance going to ever reimburse you for the cost of a frame.

Glued Lenses (Peli, Sector, Franklin, Button, etc.)

All glued lenses have a lifetime glue warranty. If they come unglued at the glue joint with no other damage to the lens, we will reglue it at no charge. If the lenses or prisms are damaged or chipped, we will let you know the cost.

Shipping Charges

Invoices include shipping cost. Quotes may not include shipping.

Domestic Priority Mail – $10

Domestic UPS Ground – $10

Domestic UPS Home Delivery & Signature Required – Our cost rounded up to the nearest $5

Overnight, 2nd Day, Etc. – Our cost rounded up to the nearest $5

Canada Shipping (UPS) – $20. If price exceeds $20, we’ll charge our cost rounded up to the nearest $5.

International Shipping – Due to delivery issues with other carriers, we ship all non-Canadian international shipments using DHL. Shipping can cost anywhere from $75 to $125 depending on the country. We charge our cost rounded up to the nearest $5.

Collections

It’s pretty simple. We are a small business. We do work, and we expect prompt payment so we can keep our lights on and our people employed. Please pay us on time. When you don’t, it actually affects the individual lives of the people in our company. And while we love our customers and will jump through hoops to help them, we are not okay with our team being compromised when a customer doesn’t pay on time (or at all). So, we reiterate – please pay. On time. Thanks.

Our preferred method of payment is credit card.

For late payments, we increase your pricing by a flat fee of 25%. We will also hold your completed jobs until your account is current.

Customer Service

Just be nice. We’re here to make glasses. You’re here to get glasses. Sometimes annoying stuff happens. We promise we’re not out to get you. And we know you’re not out to get us. Our customer service people work hard and do the best they can. Don’t treat them poorly. If you need someone to yell at, ask for Charlie’s cell phone number. He is the owner, and the only person at Chadwick Optical who could possibly be deserving of your wrath when something goes wrong. Don’t take it out on Amanda, Michelle, Jaime, John, or Reneé.