Where can I buy QUAY prescription glasses and/or prescription sunglasses?

• QUAY prescription glasses are no longer available for purchase on QUAY.com as of 1/1/2025.
• New QUAY prescription glasses and lens offering will be available in select QUAY stores and authorized dealers starting February 12, 2025.
• Starting February 12, 2025, bring a copy of your eyeglass prescription to select QUAY stores or an authorized dealer.
  • Prescriptions must be unexpired and contain all required information.
  • Contact lens prescriptions may not be used to order prescription glasses.
• Visit our Store Locator here to find a Quay store or authorized dealer near you.
  • Please note new authorized dealers will be added at the end of every month so please check back if you do not see a store near you.

What type of prescription glasses can I order at QUAY stores starting in February 2025?

• QUAY is happy to offer prescription glasses and prescription sunglasses in a wider range of prescriptions than ever before, now including progressives!
•  A skilled optical stylist or Licensed Optician* will gladly help recommend styles that complement your prescription, your personal style, and lifestyle. *where applicable

I used to order QUAY prescription glasses as an all-in-one package.

• Starting February 12, 2025 QUAY will offer you the ability to build the frame and lens packages that best suit your personalized needs.
• The same high-quality lenses and features will be available, and QUAY will also introduce an expanded lens offering including progressives among other in-demand options.
• Now, you can work with one of our knowledgeable QUAY store team members to customize prescription eyewear for your unique eyewear needs.

What type of lenses will QUAY stores offer?

• QUAY will offer an array of lens options including premium anti-reflective coatings, blue-light filtering technology, and thin, lightweight lens materials.
• A skilled optical stylist or Licensed Optician* will gladly help recommend lenses that best suit your visual and lifestyle needs. *where applicable

Can I order prescription lenses for my own QUAY or a prescription frame purchased elsewhere?

• QUAY stores will sell QUAY optical frames and complete prescription glasses only (QUAY frame and prescription lenses).
• To purchase prescription lenses only, find an optician or optometrist in your area. QUAY cannot guarantee that all optical providers will fill prescriptions in frames not purchased from their establishment.

After Receiving Your New QUAY Prescription Eyewear

How do I adjust the fit?

It’s normal for newly made eyewear to need adjustments or for eyewear to occasionally need adjustments due to normal wear.

Prescription glasses and sunglasses are made with several components that can be adjusted to fit you best, including acetate frames and adjustable nose pads.

Stop into one of our stores, and a skilled optical stylist* or Licensed Optician can help custom fit your new glasses. Find your nearest location here.

What do I do if I’m experiencing issues with my prescription glasses?It’s common to take a few days to adjust to a new prescription, but if you continue to have trouble with your new glasses:

o   Visit or contact the QUAY store or authorized dealer where you ordered your glasses.

o   For purchases made at a QUAY store, visit a local QUAY store and one of our skilled optical stylists and Licensed Opticians* are here to help! *where applicable

o   For purchases made on QUAY.com prior to 12/31/2024, contact us at customercare@QUAY.com

What is the Return Policy on prescription glasses?

Purchases made on QUAY.com in 2024 are subject to QUAY’s return policy.

Purchases made at a QUAY store are subject to QUAY’s return policy. For QUAY store purchases, visit a store location or start your return online here.

For purchases made at an authorized dealer, contact the purchase location to learn about their return policies.

What is QUAY’s warranty or guarantee on prescription purchases?

• QUAY’s 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. For full details, view our return policy.

• If you have issues with your prescription glasses, contact the store where you placed your order or email us at customercare@QUAY.com.

For all prescription orders placed before 1.2.2025 refer to below:

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?

LIMITED WARRANTY FOR THE UNITED STATES – SUNNIES, PRESCRIPTION GLASSES, AND BLUE LIGHT GLASSES 

What Does this Limited Warranty Cover? 

Subject to the requirements, limitations, disclaimers and exclusions set forth in this Limited Warranty, Quay warrants that the products set forth below against manufacturing defects for one year from the date of purchase as indicated on the purchase, receipt, or invoice, on sunnies, prescription, and blue light glasses.

Quay will offer a repair or replacement (at Quay’s option and where possible) for genuine Quay products covered by this limited warranty during the applicable warranty periods described above.   

What Does this Limited Warranty Not Cover? 

Glasses (Sunnies and Prescription) 

This Limited Warranty does not cover claims or damage caused by the following: 

• Scratches (see below); 

• Accidental damage or misuse, as determined in Quay’s discretion; 
• Fading or peeling of frames;  
• Loss of screws due to neglect; and 
• Normal wear and tear.   

Because Quay cannot control the quality of products sold by unauthorized sellers, this warranty applies only to Products that were purchased from Quay or a Quay authorized seller in the United States, unless otherwise prohibited by law.  Quay reserves the right to reject warranty claims for Products purchased from unauthorized sellers, including unauthorized Internet sites/marketplace storefronts. Warranty service for scratches on prescription glasses only: Provided you contact Customer Service within 30 days of receipt of your glasses, Quay will provide a replacement for prescription lenses that are scratched upon receipt from Quay, in accordance with the procedure below. 

How Can You Get Service? 

For manufacturing and material defects, contact Quay Customer Service via email at customercare@quay.com.  If you chose to email us, please include “Warranty” followed by your Order Number (if applicable) in the subject line. In the email, please provide a description of the issue and a picture of the product, including the damage or defect, a copy of your receipt or other proof of purchase.  

You may also mail this information to us at your cost. The business address for warranty claims is: Quay Eyeware, Inc., 465 California, Suite 1250, San Francisco, CA 94104.

Quay Customer Service will review the request and decide whether this Limited Warranty applies. Quay may ask you to provide further information or photographs to assist us with processing your warranty claim or to send the product to Quay. If your product is covered by this Limited Warranty, Quay will provide a replacement product less any applicable costs.  If Quay determines it is not covered, we will notify you by email. You are solely responsible for any expenses of claiming the Limited Warranty (if any), unless agreed in writing by Quay at its sole discretion.   

In the event we no longer carry the original style of glasses in stock, we will replace your glasses with an equivalent frame. 

To the extent permitted by law, this warranty is exclusive and in lieu of any other warranty, written or oral, including but not limited to any express warranty of merchantability or fitness for a particular purpose. The duration of any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose, are limited in duration to the duration of this limited warranty. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. Your exclusive remedy for breach of this warranty, of any implied warranty, of any other obligation arising by operation of law, or otherwise, shall be limited as specified herein to repair or replacement, at our sole option. Responsibility for incidental or consequential damages is expressly excluded.  Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. 

This warranty gives you specific legal rights, and you may have other rights that vary from state to state.

Questions? 

Contact customercare@quay.com for more information. 

This Limited Warranty is given by: 

Quay Eyeware, Inc.

Phone: 877.505.7829 

Email: customercare@quay.com  

Updated: August 30, 2024

Using Insurance to Buy QUAY Prescription Eyewear

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 directly. Customers that 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.

·       Select authorized dealers may be an in-network provider. For US and International locations, visit our Store Locator here.

How can I file for reimbursement?

1. Purchase your QUAY prescription eyewear at a QUAY store.
2. Log on to your vision insurance website and locate the reimbursement form. Consult with your vision care plan administrator for further questions regarding coverage.
3. Fill out and submit your completed reimbursement form with your itemized receipt. If you need additional assistance, please reach out to your insurance provider.

Does QUAY accept FSA & HSA for purchasing prescription eyewear?

·       Absolutely! Simply present your FSA or HSA card, displaying a major credit card company, when placing your order. If you don’t have your card present at the time of purchase, simply hold onto your receipt to submit for reimbursement.

·       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.

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.