Most in-stock items ship within 24 hours of ordering; however, some orders may take up to 48 hours to process. Please note that we do not ship on Saturdays, Sundays or US nationally observed holidays.
| ESTIMATED DAY OF DELIVERY | ||
| PLACED ORDER ON: | STANDARD $7 | EXPRESS $20 |
| Sunday | 5-7 Business Days | Wednesday |
| Monday, by 1 pm PST | 5-7 Business Days | Wednesday |
| Tuesday, by 1 pm PST | 5-7 Business Days | Thursday |
| Wednesday, by 1 pm PST | 5-7 Business Days | Friday |
| Thursday, by 1 pm PST | 5-7 Business Days | Monday |
| Friday, by 1 pm PST | 5-7 Business Days | Tuesday |
| Saturday | 5-7 Business Days | Wednesday |
We’ll happily refund your purchase if you’re not absolutely satisfied within 30 days. They must be in original condition with the original case and tags in which they were sent. Anything received after 30 days or not in original condition will not be accepted.
Returns are available for full-priced Sunnies, Prescription, Blue Light Glasses. Gift Cards are non-refundable. All sale or promotional items are final sale and not eligible for a refund or merchandise credit. Refunds for Afterpay purchases cannot be processed in-store and require following the return procedure outlined below. If you have purchased any glasses during our recent BOGO promotion, you will need to return both the eligible (paid for) pair and the promotional (free) pair in order to receive a refund.
RETURN & EXCHANGE PROCEDURE
- Visit our returns portal (https://quayus.loopreturns.com/#/) and sign in with your order number & billing zip code or email to create a return or exchange.
- Select which products you'd like to return or exchange then follow the instructions to print the return slip and shipping label. Exchanges are only available for items of equal value within the same category.
- Package your return in the Quay Australia box, if available, along with the invoice and printed return slip. Otherwise, pack your return in a well-padded box to prevent damage in transit. Quay glasses must arrive in good condition, with tags and case. Your refund will be issued to the original form of payment.
Please note all sale items are final sale and not eligible for a refund or merchandise credit. If you have purchased any glasses during our recent BOGO promotion, you will need to return both the eligible (paid for) pair and the promotional (free) pair in order to receive a refund. If only one item is returned from this promotion, as per the terms of the offer we will only be able to provide a merchandise credit for the promotional savings (50% of the returned pair).
Please expect 14 business days for your order to be processed once we receive it. During peak season, allow extra processing time due to higher than normal volumes. You’ll receive an email confirmation when your return is completed. Please note: Depending on your issuing bank, your credit may not show until your next billing cycle. Any order discrepancies or damaged items received must be reported within 5 days of delivery. Include your order number, a brief description of the issue & a picture of the sunnies. Send to customercare@quay.com
We're NOT responsible for items delivered to an incorrect address supplied by the sender. Please check your shipping info twice.
WARRANTY FRAMES
For manufacturing defects, replacements are available within 12 months of purchase. The warranty does not cover scratches, accidental damage caused by general use, fading or peeling of frames, or the loss of screws due to neglect. Mirror lenses are highly vulnerable to scratches and nicks caused by everyday wear and tear. Natural wear and tear on mirror lens sunglasses do not make them eligible for exchanges.
Contact customercare@quay.com for more information.
SALE ITEMS
All sale items are final and are not subject to our refund policy.
TABLE OF CONTENTS
PRESCRIPTION
HOW DO I GET QUAYRX GLASSES?
- Obtain a valid, unexpired prescription from an optometrist.
- Order your prescription glasses online and in-store starting at $165. We are excited to offer QUAYRx at select stores. Find your nearest location here.
- For online orders, you'll receive your prescription glasses within 17-20 days after your prescription is validated. After submitting your order, please allow up to 14 days before receiving a shipping confirmation email.
QUAY TIP:
- We can only complete your order once we have all your prescription information, so keep an eye out for emails about missing information once you place your order. If you have questions or issues, you can reach out to customercare@quay.com
WHERE DO I UPLOAD MY GLASSES PRESCRIPTION?
- You will be prompted to upload your glasses prescription during checkout.
WHAT IF I DON'T HAVE MY PRESCRIPTION ON HAND?
- Don't worry. Choose the Send Later option & one of our Customer Care Associates will follow up with you.
I DON’T HAVE A PRESCRIPTION; WHAT DO I DO?
- Call up your regular optometrist and make an appointment. Ask your doctor to include your pupillary distance (PD) measurement on your prescription. The average adult PD is 54-74 mm.
MY PRESCRIPTION IS EXPIRED; WHAT DO I DO?
- If you're currently unable to obtain a current, valid prescription, use this link to renew your prescription with VISIBLY
- Visibly offers an easy-to-use digital vision test.
HOW DO I FIND MY PD?
- Check with your optometrist or wherever you received your prescription.
WHY DO I NEED A PD?
- A pupillary distance (PD) is the distance between the center of each pupil. This measurement is used to determine where you will look through the lens of your glasses.
HOW CAN MY PRESCRIPTION DATA BE USED?
- Quay stores do not keep physical copies of prescriptions. After you’ve made your purchase, they’re kept within your customer profile, which you can access here.
- Your prescription information is for reference purposes only.
WHAT IS A VALID GLASSES PRESCRIPTION?
- We consider a valid prescription an unexpired Rx with your doctor’s name and license number.
- Glasses prescriptions are different from a contact lens Rx. We do not accept contact lens prescriptions.
WHAT IS THE RANGE OF PRESCRIPTIONS YOU CAN FILL?
- We currently fill single vision prescriptions that are +4 to -6 in power with a +/-4 and astigmatism.
CAN YOU FILL GLASSES WITH PRISM?
- Yes! We accept prescriptions with up to +4 prism correction.
WHAT IS SINGLE VISION?
- Single vision lenses are made with one prescription throughout the entire lens to correct for a specific field of vision (distance, computer, or reading). This is the best option for you if you're nearsighted or farsighted.
- Distance: To be used for everyday activities
- Computer: To be used to view objects about 24 inches from your eyes.
- Reading: To be used to view objects about 12 inches from your eyes.
I AM NOT SURE WHAT TYPE OF PRESCRIPTION I HAVE.
- Most people need a single-vision prescription correction. If you have an “ADD” power, progressive lenses are recommended. Currently, QUAYRx is only available in single vision.
WHAT IF I HAVE A PRESCRIPTION FOR PROGRESSIVE LENSES?
- We're happy to make single-vision lenses from your progressive prescription. A QUAYRx Customer Care Associate will contact you for more information after placing your order.
I WANT TO ORDER MORE THAN 1 PAIR OF GLASSES, DO THEY HAVE TO HAVE THE SAME RX?
- You can order as many pairs as you’d like with a different Rx in each pair. When ordering, you will be able to select which Rx you want in each pair.
I ALREADY HAVE A PAIR OF QUAYS THAT I LOVE. CAN I SEND THEM IN TO HAVE MY PRESCRIPTION PUT IN?
- QUAYRx glasses are available as a complete package, which includes frames + lenses for just $165. If you have a pair you want to turn into prescription glasses, you’ll need to check with your local optometrist to have your prescription lenses made + fitted for your current Quays.
- Our frames are made to hold prescription lenses. But many factors like eye size and prescription strength allow an Rx lens to be mounted in a frame. We also cannot guarantee that all optical providers will fill prescriptions for frames not purchased from their store.
I AM AN INTERNATIONAL CUSTOMER (OUTSIDE THE US). CAN I ORDER PRESCRIPTION GLASSES?
- Currently, we only ship QUAYRx domestically within the US (50 states-including Washington D.C).
- We are working on bringing QUAYRx to Australia, UK & Europe – Stay Tuned.
PRODUCT + PRICE
WHAT DO I GET WHEN I ORDER PRESCIPTION GLASSES?
- Starting at $165, our QUAYRx glasses include frames + prescription lenses with serious specs appeal. Our prescription lenses are high-index and feature blue light filtering, anti-reflection, UV protection, and scratch- and smudge-resistance. Plus, all orders come with a hard case + microfiber cloth.
Do you have PRESCRIPTION SUNGLASSES?
- Absolutely! Check out our full prescription sunglasses collection here.
TELL ME ABOUT THE LENSES. WHAT FEATURES ARE INCLUDED?
- Blue light technology
- Anti-reflective, scratch + smudge-resistant coating
- 100% UVA/UVB protection
- Thin, light, and 1.60 high-index lenses
WHAT IS UVA/UVB?
- UV rays – or ultraviolet radiation – is the part of sunlight that can cause sunburn, skin damage, and skin cancer. Like sunscreen for your skin, UV protection can help protect your eyes from harmful rays, which can cause damage to your eyes and the skin around your eyes.
WHAT IS BLUE LIGHT TECHNOLOGY?
- Quay Blue Light glasses feature lenses with Blue Light Technology, which may help filter certain High Energy Visible (HEV) light from digital screens that, in some people, may contribute to symptoms like tired eyes, vision blur, and sleeplessness.
WHAT DOES ANTI-REFLECTIVE MEAN?
- Anti-reflective coating is a great solution to help reduce haze or glare from poor lighting conditions. The visual benefits of lenses with anti-reflective coating may include sharper vision with less glare and greater comfort during prolonged screen time.
- With reflections reduced, the lenses look nearly invisible, drawing more attention to your eyes and helping you make better "eye contact" with others.
WHAT IS A HIGH-INDEX LENS?
- High-index lenses use less material to correct your vision, resulting in thinner + lighter-weight lenses than standard materials (like polycarbonate). QUAYRx glasses come with high-index 1.60 lenses for a more comfortable wearing experience.
WILL MY QUAYRX LENSES HAVE THE QUAY LOGO?
- Your custom prescription glasses will not have the QUAY logo on the lens. Your lenses will have Quay’s signature specs appeal, including blue light filtering technology, anti-reflection, smudge- and scratch-resistance. If people ask where you got them, say you FOUND YOUR QUAYS.
WILL YOU FILL PRESCRIPTIONS IN FRAMES THAT ARE NOT PURCHASED FROM QUAY?
- At this time, we only fill prescriptions for our QUAYRx frames. Check out the complete collection here.
POST-PURCHASE
HOW DO I ADJUST THE FIT?
- Every face requires a custom fit. We want your glasses to be uniquely yours. Many of our glasses feature adjustable nose pads for an easily customized fit, and if you need further adjustments, we always recommend coming to us. Stop into one of our stores, and the Quay team can help you. Find your nearest location here.
WHAT DO I DO IF I’M EXPERIENCING ISSUES WITH MY NEW PRESCRIPTION GLASSES?
- Sometimes, it takes a few days to adjust to a new prescription, but if you’re having ongoing trouble:
- For QUAYRx purchases made at a store, stop by the location where you bought your glasses.
- For QUAYRx purchases made on Quay.com, contact us at QUAYRx@quayaustralia.com.
DELIVERY + RETURNS
HOW LONG DOES IT TAKE TO COMPLETE MY ORDER?
- For online orders, you'll receive your prescription glasses within 17-20 days after your prescription is validated. After submitting your order, please allow up to 10 days before receiving a shipping confirmation email.
HOW WILL I KNOW WHEN MY ORDER IS ON THE WAY?
- Following your order confirmation, you will receive an email confirmation with a tracking number once your order has shipped.
- QUAYRx glasses are custom-made for you, so it can take up to 14 days to receive a shipping confirmation. Need more info? Email us at QUAYRx@quayaustralia.com.
HOW DO I CHECK THE STATUS OF MY ORDER?
- Email us at QUAYRx@quayaustralia.com.
WHAT IS THE RETURN POLICY ON PRESCRIPTION GLASSES?
- For QUAYRx purchases made at a store, stop by the location you bought your glasses + return them within 30 days.
- For QUAYRx purchases made on Quay.com, initiate your return within 30 days here: https://www.quay.com/returns
WHAT IS YOUR WARRANTY/GUARANTEE?
- Our warranty extends to 12 months from the purchase date to cover manufacturing defects. The warranty does not cover lost items, scratches due to normal wear and tear, or accidental damage.
- If you have issues with your prescription glasses, email us at QUAYRx@quayaustralia.com.
INSURANCE
WHAT IS VISION INSURANCE?
Vision insurance is a health and wellness plan designed to reduce the cost of eye care and prescription eyewear.
DOES QUAY ACCEPT VISION INSURANCE?
Quay is an out-of-network provider for all vision insurance plans, which means we don’t bill insurance plans. Customers who buy Quay prescription eyewear and have a vision insurance plan with out-of-network benefits can submit their itemized receipt to their vision insurance for reimbursement.
HOW CAN I FILE FOR REIMBURSEMENT?
- Purchase your Quay prescription eyewear.
- Log on to your vision insurance website and locate the reimbursement form.
- Fill it out and submit it with your itemized receipt.
I NEED AN ITEMIZED STATEMENT:
Quay is considered an out-of-network provider, so you can apply for reimbursement if you have an out-of-network benefit in your vision insurance.
Due to QUAYRx glasses being an all-inclusive package deal starting at $165, we cannot provide an itemized statement. Most insurances accept our confirmation email for reimbursement.
If you need additional assistance, please email us at quayrx@quay.com.
FSA VS. HSA, WHAT’S THE DIFFERENCE?
FSAs and HSAs are tax-advantaged accounts that allow people to set aside pre-tax dollars to cover eligible healthcare expenses. What’s the difference? FSAs are only available through an individual’s employer benefit package, and any unused funds typically expire at the end of each year. In contrast, HSAs are available through private insurance plans and employer-sponsored benefit packages, and unused funds often roll over annually.
DOES QUAY ACCEPT FSA AND HSA?
Yes!
PLEASE CONSULT YOUR VISION CARE PLAN ADMINISTRATOR FOR FURTHER QUESTIONS REGARDING COVERAGE.
FASHION + FUN
STYLE ME, PLEASE–WHAT IS MY FACE SHAPE?
- Close to a Quay store? Please stop in and let one of our stylists help you find the perfect pair for your face + vibe. Find your face shape online if you’re not near a Quay store.
- Not close to a store? Peep Our Prescription Bestsellers or Use our Virtual Try-On to find your Quays: Virtual Try On
Looking for QUAYRx FAQs? We see you, learn more here.
QUESTIONS?
Contact us at customercare@quay.com and make sure to include your full name and order number, if applicable, so we can expedite your inquiry.
ARE YOU CURRENTLY ACCEPTING RETURNS + EXCHANGES AT STORES?
Yes, we are currently accepting returns + exchanges in Quay stores. You can find us using the QUAY Store Locator Page.
HOW LONG WILL IT TAKE TO GET MY ORDER?
For orders going to the contiguous 48 states, ship rates and times are as follows.
Please allow an additional 24 hours to process your order.
STANDARD: $7 (5-7 Business Days)
EXPRESS: $20 (3 Business Days)
For orders going to Alaska and Hawaii, STANDARD shipping will take 2-4 weeks.
For orders going to Military Bases, STANDARD shipping will take 4 weeks.
WHERE’S MY ORDER?
If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact customercare@quayaustralia.com.
CAN I TRACK MY ORDER?
Yes, following your order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you do not receive a shipping confirmation email, please contact customercare@quayaustralia.com.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, American Express, PayPal and Afterpay.
WHAT IS AFTERPAY, AND HOW DOES IT WORK?
Afterpay is a payment platform that allows you to buy what you want today and pay in four equal installments, due every fortnight. Visit our Afterpay FAQ page for more information.
WHAT IS YOUR RETURN POLICY?
We’ll happily refund your full-priced Sunnies, Blue Light Glasses & Jewelry, within 30 days of delivery, if they have not been worn. They must be in resalable condition with original case and tags.
CAN I CHANGE OR CANCEL MY ORDER?
We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.
WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER?
Confirm you’ve properly filled out all details including your name, email, shipping address and phone number. If you are still having issues, please contact customercare@quayaustralia.com.
WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account. For further questions, please contact customercare@quayaustralia.com.
IS IT SAFE TO SHOP ON QUAYAUSTRALIA.COM?
Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal or your credit card.
DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?
You can find us using the Store Locator Page
WHO DO I CONTACT FOR PRESS INQUIRIES?
For all press inquiries email pr@quayaustralia.com.
WHAT IF I RECEIVE A DAMAGED ITEM?
Please contact our customer care department immediately at customercare@quayaustralia.com
WHAT DOES "FINAL" SALE MEAN?
“Final Sale” means the specified merchandise is not eligible for return.
CAN I PLACE AN ORDER WITHOUT REGISTERING?
Yes, of course! But we think it will make your life easier if you create an account so you can track your orders more easily.
I AM AN INTERNATIONAL CUSTOMER (OUTSIDE THE US). DO I HAVE TO PAY CUSTOMS & TAXES?
Quay is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.
