As part of our commitment to quality and convenience for our members, we've made the warranty claim process as simple and straightforward as possible. Your eyeglass lenses and frames have a one-year warranty. (Note: This policy does not apply to contacts.) Please review our full warranty policy for more details.
How to submit a warranty claim
1. Go to your Orders page and select ‘REPORT AN ISSUE’ for the corresponding order.
2. Confirm your request by selecting ‘YES.’
3. Your order status will change to ‘HELP REQUESTED.’
4. Our Member Experience team will email you, asking for detailed pictures of the issue, such as these:
Take a picture of the issue with your frame or lens to process a warranty claim.
5. We’ll then email you a prepaid shipping label.
6. Use the shipping label to drop off your glasses at your local USPS Post Office.
7. Once we receive your glasses, it typically takes 7-15 business days to complete your warranty work. You’ll receive tracking information as soon as your new glasses have shipped!
On the XP Health website
On the XP Health website, navigate to your orders, then select ‘RETURN AN ISSUE’ on the corresponding order to start the warranty claim process.
On the XP Health mobile app
On the XP Health mobile app, navigate to your orders, then select ‘RETURN AN ISSUE’ on the corresponding order to start the warranty claim process.
If you have any questions or need additional help, contact our Member Experience team anytime. We’re happy to help!