Question 1

Are international orders subject to additional fees?

Accepted Answer

Neven does not charge additional fees for international orders, however, orders may be subjected to international duties & taxes for their respective countries which the customer is responsible for paying. Customs policies vary widely from country to country; please contact your local customs office for specifics for your country.

Neven cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance.

*Please note FedEx/UPS will only hold packages for up to 5 (five) days to allow time for taxes and duties to be paid based on your country. Past this time period, packages are either sent back or destroyed based on the border patrol policy of your country. Neven is unable to refund carrier shipping fees, and is not liable to refund orders that do not make it back to our facility.

Question 2

Are the prescription frames the same as your sunglass frames?

Accepted Answer

Yes. All of our prescription eyewear use the same high-quality TR90 and metal frames as our non-prescription eyewear. However, the lenses are different for prescription; including any applied customizations.

Question 3

Are there any restrictions on the types of prescriptions you can fill online?

Accepted Answer

We can fill most single vision and progressive prescriptions for eyeglasses and sunglasses. However, there may be certain prescriptions or lens options that require additional verification or customization. If you have any questions about whether we can fill your prescription, please contact our customer support team for assistance.

Question 4

Are you registered with the U.S. Food and Drug Administration?

Accepted Answer

We sure are! Neven Eyewear sunglasses are FDA approved and impact resistant.
Registration #3021468330

Question 5

Can I call Neven?

Accepted Answer

Sure thing. Hit these numbers on your dial pad: 321-399-1661

Keep in mind, we don't have live agents available by phone so leave us a message with your name, email, and a description of what you need help with and someone from our awesome customer service team will reach out ASAP via email.

Question 6

Can I change the currency of my order?

Accepted Answer

Unfortunately, we are not able to change the currency of an order once it has been placed.

Question 7

Can I edit my order?

Accepted Answer

We move quickly to get your order out the door. If you’ve already received an email with tracking details, your order has been finalized and we’re unable to make changes or cancellations.

If you have not yet received a tracking email, please contact Neven Customer Service Team as soon as possible. While we’ll always do our best to accommodate requests, modifications are not guaranteed once an order has entered processing.If you have already received an email with tracking details, that means your order has shipped and we are unable to update your order.

Question 8

Can I order glasses for my child or another family member online?

Accepted Answer

Yes, but not within the same order. You can only submit 1 prescription per order.

When ordering glasses for someone else, make sure you reset your saved prescription as well as have that person's accurate prescription information and pupillary distance (PD) measurement.
*You will need to remove any previously uploaded prescription images

Question 9

Can I return/exchange my prescription glasses?

Accepted Answer

We want you to love your new Neven Eyewear, but we get it – prescriptions can be complicated. If there was an error on our part, you are able to return your prescription eyewear or readers within 30 days of your order. Prescription eyewear and readers are not able to be exchanged.

Question 10

Can I send you my sunglasses to make them prescription?

Accepted Answer

Unfortunately, we do not offer this service at this time.

Question 11

Can I use multiple promotions on my order?

Accepted Answer

Only one code or promotion may be used per order. However, if you have a gift card, you can use a gift card and a code at the same time.

Question 12

Can I use my contact lens prescription to buy glasses?

Accepted Answer

No. Contact lens prescriptions are not the same as eyeglass prescriptions. While they both measure your vision, the prescriptions are often different due to variations in how the lenses sit on the eye. It's important to have a separate eyeglass prescription for purchasing glasses.

Question 13

Can I use my existing prescription to order glasses online?

Accepted Answer

Yes. If you have a current valid prescription from a U.S. domestic eye care professional, you can use it to order glasses online at Neven.

*Please note that prescription products are currently available to be shipped to US addresses only

Question 14

Can I use my HSA/FSA to purchase prescription eyewear on your site?

Accepted Answer

Yes! Here's how you can use your FSA or HSA to buy prescription glasses:

If you have a FSA or HSA debit card, select the "Flex - Pay with HSA/FSA" payment option and complete the instructions on their secure payment portal.
If you don't have a FSA or HSA debit card, you can use your own credit/debit card, then submit the itemized receipt you will receive inside your package to your provider along with a reimbursement form or any other required documents.

Contact your plan administrator or card issuer if your payment is unable to be processed.

*Please note that HSA/FSA cards typically will not work if you have non-prescription items in your cart. You cannot use your HSA/FSA card to purchase items from our site such as cases, cleaning kits, or eyewear straps.

Question 15

Can I use the Everlast Guarantee™ for prescription glasses?

Accepted Answer

Everlast Guarantee™ does not apply to prescription glasses or readers like it does for non-prescription sunglasses. We do offer a one-time credit of 50% towards a replacement pair of current full price prescription glasses or readers within one (1) year of purchase.

Submit a claim.

Question 16

Delivery issues

Accepted Answer

At Neven, we take pride in ensuring an exceptional experience and never want our customers to go without their orders, if you're having issues with your delivery please contact our Customer Service Team.

If your order shows delivered and you have not received your package, please contact us within 14 days of delivery to initiate our Missing Package Protocol. If you do not contact us within 14 days of the courier's delivery date, you will need to file an warranty claim.

Question 17

Did my order go through? I didn’t receive an email confirmation

Accepted Answer

Most of the time, if this happens, it is due to a typo or only a phone number was used at checkout. Please contact us with your name, shipping address and correct email address so we can assist you.

Question 18

Do EU customers have a Right of Withdrawal?

Accepted Answer

Yes. If your order was shipped to an address within the European Union, you have the right to withdraw from your purchase within fourteen (14) days of receiving your order.

To exercise your Right of Withdrawal, complete our EU Right of Withdrawal Form or contact our Customer Support team before the fourteen (14) day withdrawal period expires.

Returned items must be returned in substantially the same condition in which they were received and include all components, accessories, and other items originally included with the order. The original shipping box, mailer, or other outer packaging used for delivery is not required.

Unless otherwise required by applicable law, the customer is responsible for all return shipping costs, duties, taxes, fees, and any other expenses associated with returning the product.

Please note that certain products may be excluded from the Right of Withdrawal where permitted by applicable law, including personalized or custom-made items.

RETURN INSTRUCTIONS

1. Clearly write the following on the outside of the package: [ORDER NUMBER] EU WITHDRAWAL RETURN

2. Carefully package the item to prevent damage during transit.

3. Ship the package to the following address:

Neven Eyewear

Attn: EU WITHDRAWAL RETURN

822 Silver Palm Ave

Melbourne, FL 32901

USA

Question 19

Do Nevens come with UV protection?

Accepted Answer

You bet they do! UV400 provide nearly 100% protection from harmful ultraviolet light rays, blocking wavelengths up to 400 nanometers, including UVA and UVB rays. Ultraviolet, or UV, rays are electromagnetic radiation from the sun.
Read more about UV400 protection.

Question 20

Do you accept vision insurance?

Accepted Answer

Unfortunately, we do not accept insurance to cover the cost of your prescription glasses. However, you can purchase prescription glasses with Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

Question 21

Do you have a question we haven't covered?

Accepted Answer

Here at Neven, we take customer service seriously; just check out our reviews.

If you have a question, comment, feedback, the name of a good local restaurant or just want to schmooze, reach out to us anytime.

As always, we appreciate all your support.
Be Excellent to Each Other.

Question 22

Do you sell readers?

Accepted Answer

Our ophthalmic Eyeglass Collection is available to be ordered as single vision readers! Once you choose which eyeglass frame you like, you can select "readers" as the product type and then select which magnification you prefer: +1.5, +2.0, or +2.5

*Please note that prescription eyewear and readers are not available outside the U.S.

Question 23

Do you ship prescription orders internationally?

Accepted Answer

No, we do not ship any prescription glasses or readers internationally. Additionally, we require a current valid prescription from a U.S. domestic eye care professional on all prescription orders. We do not accept foreign prescriptions at this time.

Question 24

Do you ship to APO/Military addresses?

Accepted Answer

Yes, we sure do! All APO/FPO and Military orders will be shipped via USPS Priority Mail, which is an expedited but not guaranteed delivery service. APO, FPO, and all other military addresses have an estimated transit time of 4 weeks.

Question 25

Everlast Guarantee™

Accepted Answer

Don’t worry! We’ve got you covered with Neven’s exclusive Everlast Guarantee™. If your sunglasses have been lost, stolen, or broken, you can submit a claim for a new pair of the exact same style/color as your original purchase. If that color is no longer available, you can choose a pair of the same style in a different color. If that style is no longer available then you can choose any pair of equal or lesser value. (Limit one time usage per pair)

*Customers are responsible for a one time processing fee of $15 per pair for domestic orders and $25 per pair for international order replacements.

*Original orders must include a NVN order number, Amazon order number or proof of purchase from one of our authorized retail partners. The Everlast Guarantee does not cover purchases from EBay, Mercari, Poshmark or other third parties who are not authorized retailers.

**For Prescription Everlast Guarantee™ claims, please see the Prescription FAQ section, as the above does not apply to Rx orders.

Question 26

FedEx 2 Day®

Accepted Answer

FedEx does not count weekends or the day your order ships towards shipping time. If your order ships on Monday it will deliver on Wednesday. If your order is shipped Thursday it will deliver Monday. *Hawaii and Alaska have an extra transit day.

All shipping timeframes are generated by the carriers. Neven cannot guarantee delivery dates as package volume, weather disruptions and logistical issues can cause delays beyond our control. All FedEx shipment delivery times are subject to terms and conditions and blackout dates shown at FedEx.
Neven is unable to refund carrier shipping fees.

Question 27

How do I know the exact amount I will be charged in my local currency?

Accepted Answer

Your credit card company will convert the USD amount to your local currency using the exchange rate at the time of purchase. Please note that exchange rates may fluctuate and the final amount charged may vary slightly from the original USD price.

Question 28

How do I track my order?

Accepted Answer

You can track your order with our order tracking tool. Simply enter your order number and email address you used when you placed your order.

Question 29

How do I use my discount code?

Accepted Answer

You have a discount code? Awesome! Just enter your code in the “discount code" box during the checkout process and click, apply. Your discount will then reflect in the total.

Please note that discounts do not apply to Mystery Pairs, cases, straps, cleaning kits, stickers/sticker packs, straws, or jewelry.

Question 30

How long does it take for my order to arrive?

Accepted Answer

All domestic sunglass orders greater than $50 are shipped FREE unless alternate shipping is requested. The free shipping method will take approximately 5-7 business days to arrive for all addressed within the contiguous US, but is not guaranteed. Orders shipped to Hawaii, Alaska, US Territories, APO/FPO and all other military addresses have an estimated transit time of 4-6 weeks. All orders under $50 are shipped by the method selected at checkout. Once a tracking number has been assigned, your order has been finalized and is in the shipping process.

Please allow an additional 4-5 business days for processing on prescription eyewear orders once all prescription details have been received and verified. Any expedited shipping timeframes start from the time your prescription order has passed inspections and leaves the optical lab.

All international sunglass orders are shipped using the method chosen and should arrive within 10-15 business days, but is not guaranteed. Customs and border patrol delays may impact this timetable.

FedEx and UPS shipping offer is valid for deliveries to domestic street addresses only, not available for delivery to PO Box, APO, DPO, FPO, Puerto Rico or other US Territory addresses, these orders will be shipped USPS Priority Mail which is an expedited but not guaranteed delivery service. All FedEx and UPS shipment delivery times are subject to terms and conditions and blackout dates shown at FedEx and UPS.

*International orders are subject to customs clearance in which we have no control over.

Question 31

How long does it take to process my return?

Accepted Answer

Your return or exchange will be processed in the order which it was received. Typically this is within 3-5 business days of being delivered back to our warehouse. Our team inspects and processes all packages prior to being refunded or shipping out exchanged products. After your return has been processed it will typically take 2-5 days for the funds to show on your bank statement.

Question 32

How long will it take to receive my order?

Accepted Answer

Orders placed with a submitted prescription (and considered complete) will begin processing the next business day.

For orders with a prescription submitted later, or requiring additional information, processing will start the next business day once the order is deemed a complete prescription order.

Please allow 4-5 business days (excluding holidays) for processing prescription eyewear. Each pair of Rx eyewear is fabricated per individual prescription and is required to pass multiple points of inspection before it can be released for shipping.

Please note that while our Eyewear Techs strive to stay within this timeframe, some orders may need additional processing time if they do not immediately pass quality testing.
Orders which contain both non-prescription items AND prescription eyewear will receive two (2) tracking numbers. All prescription orders ship from our optical lab facility while everything else ships from our Florida warehouse.

*If you have selected an expedited shipping method please be aware that prescription products still take 4-5 business days to fabricate. Any shipping timeframes start from the time your prescription order has passed inspections and leaves the optical lab.

Question 33

How often should I get my prescription checked?

Accepted Answer

It's generally recommended to have your prescription checked by an eye care professional every one to two years; or as recommended by your eye doctor.
Regular eye exams help ensure that your prescription is up-to-date and that any changes in your vision are addressed promptly.

We require that your prescription is valid and up-to-date when placing your order for prescription glasses or sunglasses.

Question 34

How should I care for my prescription glasses?

Accepted Answer

To keep your prescription glasses in good condition, it's important to clean them regularly with a mild soap and water solution or a lens cleaner specifically designed for eyeglasses. Store them in your protective case when not in use, and avoid placing them face down on hard surfaces to prevent scratching.

We stock our own cleaning kits that are designed to work with all Neven glasses and sunglasses!

Question 35

I don't like the polarization in my Nevens

Accepted Answer

Oh no! We’re really sorry to hear that.

Polarized lenses eliminate the amount of reflective light that enters the eye, not only reducing glare, but also making images appear sharper and clearer, increasing visual clarity and comfort. This layer of protection may reduce visibility when looking at a tablet or smartphone.

If you're 100% not satisfied, begin your Returns / Exchanges process.

Question 36

I entered my prescription wrong! What should I do?

Accepted Answer

Please contact us ASAP to correct your prescription prior to our technicians fulfilling your order.

If your order has already been fulfilled, we may be able to remake your lenses for a small fee.

Question 37

I entered the wrong address at checkout, what do I do?

Accepted Answer

Please contact us as soon as possible with the correct shipping address.

We move quickly, so address changes are not guaranteed once an order has entered processing. If you’ve already received a tracking email, your order has been finalized and we’re unable to make updates.

If the package is returned to us due to an incorrect address, we’ll reach out once it arrives back at our warehouse to coordinate next steps.

Question 38

I entered the wrong address at checkout, what do I do?

Accepted Answer

Please contact us with the correct address ASAP. Please note that if you have already received an email with tracking details, that means your order has already shipped from our facility and there's nothing we'll be able to do.

Question 39

I got my order and I cannot see correctly! Now what?

Accepted Answer

We are sorry to hear that.
Please verify if the prescription you provided us is correct on the Order Confirmation email you would have received, then contact us so we can advise you on your next step.

Question 40

International Returns & Exchanges

Accepted Answer

International customers are responsible for their return postage. Please contact us if you have questions.
To ensure a smooth transaction, please send us your tracking details.

One Return or Exchange: You can return OR exchange only once per order within 30 days of the purchase date. Everlast Guarantee™ claims and exchange orders are not eligible for returns/exchanges.
Return: To return items purchased under the Buy 1 Get 2 Free™ offer for a refund, you must send back all 3 pairs together.
Exchange: If you only want to exchange for different pairs, you do not need to send all 3. Simply submit a request for the ones you wish to exchange and select the new pairs that we will ship out upon receipt of your package to the warehouse.
Condition of Items: Items must be in their original, unused condition. If there are signs of use, a $10 fee may be deducted from your refund.
Packaging: Please return items in their original packaging, including the cloth pouch, box, and included hard case (Cosmic & 23 styles only).
Shipping: International customers are responsible for return postage and must mark all customs forms as "Returned Merchandise." We also recommend labeling the outside of the package as "Returned Merchandise" to help ensure proper customs processing.
Non-Returnable Items: Mystery Box pairs, cleaning kits, sticker packs, stickers, eyewear straps, and cases cannot be returned. These items are Final Sale and cannot be returned or exchanged.

*International customers are responsible for their return postage due to customs limitations.

Please contact us if you have questions.
To ensure a smooth transaction, please send us your tracking details.

Start the return/exchange process.

Question 41

International shipping

Accepted Answer

All shipping timeframes are generated by the carriers (FedEx, UPS, DHL) based on the rate selected during checkout. Neven cannot guarantee delivery dates as package volume, weather disruptions, logistical issues and customs/border patrol can cause delays beyond our control.

All international order greater than $50 are shipped FREE unless alternate shipping is requested.
The international FREE SHIPPING delivery method will take approximately 10-15 business days to arrive, but is not guaranteed by the carrier.
Customs and border patrol delays may impact this timetable.
All orders under $50 are shipped in whichever method is requested.

FedEx/UPS shipping is offered for deliveries to valid street addresses only, based on regional zones and not available for delivery to PO Box, APO, DPO, FPO, Puerto Rico or other US Territory addresses. In the rare event that FedEx/UPS is unable to deliver to your area, we will ship your package via an alternative carrier such as USPS. All FedEx and UPS shipment delivery times are subject to terms and conditions and blackout dates shown at FedEx and UPS. *International orders are subject to customs clearance in which we have no control over.

Neven is not able to refund carrier shipping fees. Please check the carrier website for more details on shipping timeframes.

Question 42

Is it really 'Buy 1 Get 2 Free™'?

Accepted Answer

Yes. We ship out three (3) pairs of full-price eyewear for the price of one (1).

To qualify for this promotion, you must add all three (3) pairs to your cart; the discount will automatically apply.

**Please note that mystery pairs, prescription eyewear, and readers are not included in the Buy 1 Get 2 Free™ promotion.

Question 43

Is Neven a real company?

Accepted Answer

Yes! Neven Eyewear, LLC is a 100% real company; we are a registered business in the state of Florida, registered with the U.S. Food and Drug Administration and are a Better Business Bureau A-Rated Company.

Our Buy 1, Get 2 FREE™ offer is the best around. We firmly believe that a stylish, polarized pair of sunglasses should not break the bank. We also know first hand the pain of losing our "bans and jims" to the Atlantic Ocean and it hurts to see $250 go down in the drink.

How do we do it? How can we do a Buy 1, Get 2 FREE? Simple... Neven is not in the business of ripping you off like some of our competitors; we'd rather pass the savings to you - especially in these economic times.

Whether at the beach, pool, boating, running, jumping, skipping, and hanging at the park - be sure to protect your eyes! Our team wear their sunnies All. The. Time.

Feel free to contact us with any questions.

Question 44

Is the Buy 1 Get 2 Free™ deal available for prescription orders?

Accepted Answer

No. The Buy 1 Get 2 Free™ promotion only applies to our regular sunglasses and blue light eyeglasses, not prescription eyewear or readers.

Question 45

My credit/debit card isn't working

Accepted Answer

Try the following:
• Double-check all card information
• Confirm your billing address (especially your zip code!)
• Still not working? Contact your bank and make sure there are no issues with your card.

Or, use another card or other forms of payment

Question 46

My order was returned to sender, what does that mean?

Accepted Answer

Packages being marked "Return to Sender" can happen if the carrier has made several delivery attempts unsuccessfully or there was an issue with the address. Below are your options for what we can do upon receiving your package back at our warehouse:

Once we get your order back, we can gladly re-ship it to you for a small fee of $6.95 for domestic USA or $8.95 for International; this simply covers the shipping costs for your package being returned and a situation that was out of our control as well as yours.

If you prefer a refund, we can gladly process that for you less the above mentioned fees to cover what we were charged.

*Please note that your package must be received back to our facility before we are able to reship.

Question 47

My package is stuck in customs, when will it be delivered?

Accepted Answer

If your package is at your country’s customs department, unfortunately, we cannot provide an estimated time for how long it will take them to process your package. There are packages that make it through customs inspections within a few days while other times they take a few weeks. We wish we had more control over this, but it’s completely out of our hands. However once it clears customs, then it usually will be delivered by your local post office within a matter of days. Keep an eye on your tracking for the most up-to-date information.

*Please note FedEx/UPS will only hold packages for up to 5 (five) days to allow time for taxes and duties to be paid based on your country. Past this time period, packages are either sent back or destroyed based on the border patrol policy of your country. Neven is not liable to refund any packages that are not returned back to our facility

Question 48

Out of stock items

Accepted Answer

Any styles/colors that are labeled as “out of stock” should have a signup form to be notified when they are back in stock. If no signup form is available then the item has been discontinued.

Question 49

Returns & Exchanges - Domestic USA

Accepted Answer

DON'T LOVE IT? RETURN/EXCHANGE IT FOR FREE!*

QUALIFICATIONS FOR DOMESTIC USA ORDERS

One Return or Exchange: You can return OR exchange only once per order within 30 days of the purchase date. Everlast Guarantee™ claims and exchange orders are not eligible for returns/exchanges.
Return: To return items purchased under the Buy 1 Get 2 Free™ offer for a refund, you must send back all 3 pairs together. *Prorated returns cannot be processed.
Exchange: If you only want to exchange for different pairs, you do not need to send all 3. Simply submit a request for the ones you wish to exchange and select the new pairs that we will ship out upon receipt of your package to the warehouse.
Condition of Items: Items must be in their original, unused condition. If there are signs of use, a $10 fee may be deducted from your refund.
Packaging: Please return items in their original packaging, including the cloth pouch, box, and included hard case (Cosmic & 23 styles only).
Shipping: Once you receive the return label, make sure to mail the items within 10 days. Late returns will not be accepted.
Non-Returnable Items: Mystery Box pairs, cleaning kits, sticker packs, stickers, eyewear straps, and cases cannot be returned. These items are Final Sale and cannot be returned or exchanged.

*Shipping: International customers are responsible for return postage and must mark all customs forms as "Returned Merchandise." We also recommend labeling the outside of the package as "Returned Merchandise" to help ensure proper customs processing.

Question 50

Returns & Exchanges - International

Accepted Answer

One Return or Exchange: You can return OR exchange only once per order within 30 days of the purchase date. Everlast claims and exchange orders are not eligible for returns/exchanges.
Return: To return items purchased under the Buy 1 Get 2 Free™ offer for a refund, you must send back all 3 pairs together.
Exchange: If you only want to exchange for different pairs, you do not need to send all 3. Simply submit a request for the ones you wish to exchange and select the new pairs that we will ship out upon receipt of your package to the warehouse.
Condition of Items: Items must be in their original, unused condition. If there are signs of use, a $10 fee may be deducted from your refund.
Packaging: Please return items in their original packaging, including the cloth pouch, box, and included hard case (Cosmic & 23 styles only).
Shipping: International customers are responsible for return postage and must mark all customs forms as "Returned Merchandise." We also recommend labeling the outside of the package as "Returned Merchandise" to help ensure proper customs processing.
Non-Returnable Items: Mystery Box pairs, cleaning kits, sticker packs, stickers, eyewear straps, and cases cannot be returned. These items are Final Sale and cannot be returned or exchanged.

*International customers are responsible for their return postage due to customs limitations.

Please contact us if you have questions. To ensure a smooth transaction, please send us your tracking details.

Start the return/exchange process.

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