Comprehensive Eye Exams

• We guarantee the accuracy of our prescriptions. If within 60 days of the original eye exam you are not adapting to the new prescription, we welcome you back for a prescription re-check with your original optometrist at no fee. After 60 days, usual and customary fees will apply.
• Our only form of true and valid eye prescription is the latest prescription document we issue to you at the completion of your eye exam. This document triumphs all other representations and communications including phone calls, emails, text message, etc. regardless of what was understood. Any alterations or deviations from the information contained within such document nulls the prescription invalid. If you or your optician have any questions or requests about the prescription, it must be made in writing to be reviewed. If changes are required, your previous prescriptions will be considered invalid and we will issue you a new and valid prescription.
• We do not sell, fit or dispense any eyewear. That is the role of a licensed optician. As such, we cannot be held liable for your purchases or the products you choose to order. If a lens prescription change is needed after glasses are made, we will not be responsible for any charges incurred from the remake. Most reputable optical dispensaries allow doctor prescription changes at no charge, but it is up to the patient to inquire about such policies in advance of purchase.

Contact Lens Exams

• During every contact lens exam, we will provide contact lens trials to ensure that you are happy with your new prescription contact lenses prior to purchasing.
• All contact lens follow up appointments must be completed within 60 days of the initial contact lens exam. There will be additional office visit charges if the patient fails to come back for their follow-up appointment(s) to finalize their prescription.

No Show and Cancellation Policy

• If you are unable to make your scheduled appointment, please contact our office by calling or emailing us within 24 hours of your appointment.
• Patients who do not cancel appointments within 24 hours or who no-show will be responsible for the exam fees for their appointment.
• If you fail to cancel your appointment according to the cancellation policy, you will be unable to schedule your next appointment without payment in advance.

There are no refunds on any services rendered.

Warranty

• Contact lens rebate (applicable on certain orders).
• Defective contact lenses will be replaced at no charge.
• Emergency Lens Service: Same day pickup for lenses in stock or fit to alternate brand.

Refunds/Exchanges

• Contact lenses will be accepted for exchange within 60 days of the date of purchase only if in unopened, unmarked, original packaging and accompanied by the receipt or proof of purchase. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
  • To start an exchange, contact us at info@drmatthewsiu.com. If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. 
• Custom contact lens orders cannot be returned or exchanged and are considered a final sale item.
• All orders cancelled before shipment are entitled to a full refund of all charges. All cancelled orders after shipment will have a restocking fee of 10% or $25.00 minimum subtracted in order to cover shipping and handling charges.
• Please note that we cannot provide exchanges, returns, or provide substitute contact lenses for contact lenses purchased from another provider, even in the event of a prescription change. Please inquire with the outside provider about their return/exchange policies prior to purchase.

Since these products are consumables, all sales of eye drops, lid wipes, and eye masks are considered final sale.

No returns, refunds or exchanges will be offered.