Effective October 5, 2026 · Version 2026-10-05
This policy applies to customer-owned frames sent to OPTI SHACK INC, doing business as LENSHAUS ("Lenshaus," "we," or "us"), for lens replacement and related frame services. It forms part of your order agreement when you expressly accept it before payment. It does not change the terms of orders already placed before acceptance.
Important limits to understand before ordering
Existing frames can break because of age, wear, previous damage or hidden weakness even when handled with reasonable care. To the extent permitted by law, you accept those inherent risks and Lenshaus is not responsible for damage caused solely by those conditions. Shipping is not a guarantee or insurance of your frame's full replacement value.
If Lenshaus is legally responsible for frame damage or loss, including through ordinary negligence, the agreed remedies and value limits in section 6 apply to the extent permitted by law. They generally provide repair, a comparable replacement, or the frame's documented fair market value immediately before the incident, plus any refund due for undelivered services. Exceptions and your non-waivable rights are explained in section 8.
1. Your frames and authorization
You confirm that you own the frames or are authorized by their owner to submit them and agree to this policy. You authorize the disassembly, removal of existing lenses, lens fitting and mounting, and reasonable adjustments needed to perform your order, together with any cleaning or other frame service you selected.
Tell us before sending your frames about cracks, loose components, corrosion, previous repairs, glue, modifications or other known damage. Photograph the frames and their condition, keep any purchase or value records, and send only the items needed for your order. Contact us before sending irreplaceable, unusually valuable or sentimental frames; do not send them unless you are comfortable with this policy and any additional arrangements have been confirmed in writing.
2. Existing condition and unavoidable breakage
Frames may contain hidden material fatigue, stress cracks, weakened joints, corrosion or brittle components that cannot be identified from photographs or a reasonable inspection. Previously repaired, worn, delicate or damaged frames can be particularly vulnerable during lens removal, fitting or adjustment. A photo review, eligibility approval or acceptance at the lab does not guarantee structural integrity or a successful lens replacement.
Where permitted by law, you assume the risk of failure caused solely by pre-existing condition or an inherent weakness despite our reasonable care. Lenshaus does not warrant the durability of customer-supplied frames and is not required to replace them for that type of failure. This does not excuse our failure to exercise reasonable care, and section 6 addresses claims for which we are legally responsible.
3. Inspection and unsuitable frames
We may decline or stop work if we consider your frames unsuitable. We will contact you to discuss the available options before further work or additional charges. A later discovery of damage may require a new decision even if a photo review was approved. We cannot promise that matching frames or replacement parts will be available. Refunds and cancellations are handled under our Returns, remakes & warranty policy, subject to applicable law. We will not charge for a replacement frame or extra services without your approval.
4. Packing, addresses and handoff
Follow the supplied packing instructions, secure the frames in the protective packaging, and use the label issued for that shipment. Do not include unrelated valuables. Check your shipping and return addresses, retain tracking information, and obtain a carrier acceptance receipt when handing over the package. Creating a label or scheduling a pickup is not proof that the carrier received the package.
You are responsible, to the extent permitted by law and to the extent the loss results from your actions, for inadequate packing that does not follow our instructions, an incorrect address you supply, or failure to hand the parcel to the carrier. Contact us promptly about address changes; we can only confirm a change if it can still be made. Our responsibilities for our own packaging, labeling and handling remain subject to sections 6 and 8.
5. Shipping delays, damage and loss
Our Shipping policy explains the Easy Ship service and timing. Transit estimates are not guarantees. Carrier delays, mishandling, loss and theft can occur on either the journey to the lab or the return journey. Subject to applicable law, Lenshaus is not responsible for events caused solely by a carrier or other third party outside our reasonable control. This exclusion does not apply where the law makes us responsible for delivery or where our own conduct caused the loss.
For labels supplied by Lenshaus, contact us so we can investigate and help pursue any available carrier claim. For a label you purchase yourself, you generally need to pursue the claim with your carrier; we will provide reasonably available supporting information. Keep the packaging, photos, tracking and proof of value. Carrier deadlines and evidence requirements may affect a carrier claim.
A prepaid label, tracking, Easy Ship purchase or declared value does not by itself promise full-value insurance or reimbursement. Any carrier coverage is subject to that carrier's actual terms, exclusions, valuation and claim decision. Ask us before shipment about available coverage or other arrangements for a valuable frame; coverage is effective only if specifically confirmed. We will pass on any recovery we receive for your covered property loss, without duplicate recovery for the same loss. If applicable law makes Lenshaus responsible, a carrier denial or coverage limit does not eliminate that responsibility.
If tracking shows delivery but you cannot locate the package, contact us promptly so we can investigate possible misdelivery. Subject to applicable law, theft after a correctly completed delivery to your authorized address is your responsibility; a delivery scan alone does not resolve a disputed delivery.
6. Remedies and limits for frame property claims
To the fullest extent permitted by law, if Lenshaus is responsible for damage to or loss of your customer-supplied frame, including a claim arising from Lenshaus's ordinary negligence, your exclusive frame-property remedy is, at our election: (a) repair restoring the frame to substantially its condition immediately before the incident; (b) a replacement of comparable kind, quality and condition; or (c) payment of its reasonably documented fair market value immediately before the incident.
Our total liability for that frame under any legal theory will not exceed that pre-incident fair market value, plus any refund legally due for services or goods we have not delivered. Repair or replacement must be provided within a reasonable time and reasonably resolve the property loss; otherwise we will provide the value payment, subject to your rights in section 8. You will not be required to accept an unusable repair or a materially inferior replacement.
Fair market value means the value of a comparable used frame of similar age and condition immediately before the loss, considering reasonable evidence such as purchase records, condition photographs and comparable sales. It is not automatically the original retail price or the price of a new frame. Sentimental value is excluded where permitted by law. We will explain our valuation and consider reasonable evidence you provide. Carrier or insurance payments for the same loss are credited only to prevent double recovery; amounts paid for a different loss are not deducted.
To the extent permitted by law, Lenshaus is not liable for indirect, incidental, special or consequential losses from frame damage, loss or transit delay, including lost profits, lost wages or loss of use. These limitations concern customer-supplied frame property claims; they do not reduce the lens warranties or other rights preserved below.
7. Reporting a problem
Contact support@lenshaususa.com or 954-744-9461 as soon as you discover damage, missing items or a delivery problem, preferably within seven days of discovery. Include your order number, a description, photographs, tracking details and any available proof of condition or value. Preserve damaged items and packaging, and contact us before repair or disposal so we can inspect and investigate. We may reasonably request further evidence or return of damaged property as part of a remedy.
The seven-day reporting request is not a shortened legal limitation period, and a later report does not automatically waive your legal rights. Delay or disposal of evidence may make a carrier claim or investigation more difficult. We will review the circumstances and communicate the available resolution.
8. Lens coverage and rights this policy does not limit
This policy does not replace our manufacturing-error, progressive-adaptation, coating-warranty and cancellation terms, any applicable legacy coverage, or optional Lens Care. Lens Care is lens coverage, not insurance for frames, shipping loss or theft; its own terms and exclusions apply. No frame-risk acknowledgment waives a remedy for a lens defect covered by those terms or applicable law.
Nothing here excludes or limits liability for gross negligence, recklessness, willful misconduct, fraud, death or personal injury, or any liability, warranty or consumer remedy that cannot legally be excluded or limited. Mandatory protections applicable where you live remain in effect. If a limitation is prohibited, unconscionable or causes a remedy to fail its essential purpose, it applies only to the extent lawful and the remedies required by law remain available. The remaining lawful terms continue to apply.
For the subjects it addresses, this policy supplements our Terms of service and Shipping policy. It does not reduce any mandatory right or a more specific express warranty we provided for your order. Any special frame-value or shipping arrangement must be expressly confirmed by Lenshaus in writing; simply entering a value or sending an item does not create one.
9. Your acceptance and a copy for your records
Before continuing to payment, you must actively select the agreement checkbox beside the link to this policy. We retain the accepted policy version, its text and the checkout acknowledgment with the order and a server-recorded acceptance time. The October 5, 2026 edition remains available at this permanent version link. You may print or save this page or ask us for a copy. Later changes apply only when accepted for a later order, not retroactively to an existing order.
Questions before proceeding? Contact OPTI SHACK INC d/b/a LENSHAUS at support@lenshaususa.com, 954-744-9461, or 2127 W 76th St, Hialeah, FL 33016.