FAQ
Quick Links
Exchange & Return
30-Day Fit & Style Guarantee
Zinff has a 30-Day Fit & Style Guarantee that allows customers to make a reasonable replacement or return. Please send an email with a detailed description of the glasses you received to help our support team solve the issue quickly and accurately.
*The replacement will be applied as a coupon, and you will use it to order a new pair. It doesn't cover the price differences and shipping fees. Please note each order only has a one-time exchange&return.
*The replacement order cannot be exchanged&returned again.
*If you prefer a refund, please help our support team locate the issue and submit the application. The refund amount is subject to the actual conditions.
*If you redeemed a coupon for your order, the refund should be based on the coupon's term use of condition.
*The refund cannot be applied if the wrong prescription entered or the wrong frame/lens selected. But we can help with the replacement of the glasses.
*To protect all our customers' rights and safety, we don't offer home try-on service.
*This Fit & Style Guarantee does not cover damage caused by accident, negligence, or improper care.
* Click to check our Terms&Conditions for details.
365-Day Product Guarantee
Zinff has a 365-Day Product Guarantee which means our customers are eligible for a quality guarantee within 12 months. We offer quality guarantee for our products even though your glasses are beyond 30-day Fit & Style Guarantee. If lenses are scratched or frames are deformed/broken within a year from the date you ordered the glasses, we will help with the replacement glasses. You will receive a discount coupon/store credit to order a new pair of glasses.
*The refund cannot be applied but we can help with the replacement of the glasses.
*The price differences and shipping fees will be charged.
*This Product Guarantee does not cover damage caused by accident, negligence, or improper care.
* Click to check our Terms&Conditions for details.
Exchange & Return Process:
Please send us the detailed order information and order issue (email recommended). Our customer service department will help you with the process.
*If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If the goods received are damaged or not correct due to our reasons, the consumer is not required to bear the shipping fee for this reason.
Email us: Service@Zinff.com (respond within 24 hours on working days & 48 hours on weekends)
Live Chat: 8 pm - 5 am EST, Mon-Sat
Call us: 1(858)609-0485 (8 pm - 5 am EST, Mon-Sat)
The customer service will help you with the process. You will submit the exchange application to receive a coupon/store credits for ordering a new pair of glasses. The coupon is for one-time use, and you can apply for one exchange coupon for each pair of glasses. The coupon amount /store credit amount is subject to the actual conditions.
Under most situations, you are eligible to return the glasses for a refund. The customer service will help you with the process. You will submit the return application and return the glasses for a refund. Please note that the refund amount is subject to the actual conditions.
* Click to check our Terms&Conditions for details.
If you want to return the glasses for a refund or product exchange, please contact our customer service first. Our support team will help you with the process.
Our customer service will apply for the refund asap once you submit your return and exchange application form. You will receive your refund within 3 business days if you pay with a PayPal balance. And the refunds to credit/debit cards usually take 10-14 days, depending on the card bank involved.
Considering your transaction safety, we do not offer this kind of service.
Our customer service will keep you updated on your after-sales process. Please wait for it patiently.
No worries. Immediately take a picture of the broken glasses and the outer packaging and email us at service@zinff.com. We will work with you to get your glasses replaced with a new pair if damaged.
People will have an adjustment period with the new glasses, even though the prescriptions are same. It usually takes one or two weeks to adjust to a new pair of glasses.
*Click here to learn more about how to adjust to new glasses.
Glasses should sit comfortably on the bridge of your nose and shouldn't press against your eyebrows or cheeks. Taking glasses to an optical store to get them adjusted will cost you more time and money. Self-adjusting your glasses is a valuable skill appropriately.
Frames have different adjustment methods due to their material. You need to know the material characteristics before you start to adjust them.
For Plastic Frames
Plastic frames are not very pliable at room temperature. Due to their elastic nature, adjusting plastic frames can be more difficult than metal frames. They're likewise more difficult to deform than metal frames. You can warm up the frames before adjusting them. But you should avoid running warm water over your lenses.
Basic steps:
Step 1: Run the temple arms under warm water (90℉-110℉/32℃-43℃) for at least 30 seconds.
Step 2: Apply LIGHT pressure to the area where you need to adjust.
Step 3: Try your glasses on after each adjustment before making more adjustments.
Step 4: Place your glasses on the table to check if they sit stably and if the temple arms are adjusted consistently.
Sands - Square Brown Striped
Helpful tips:
◊ Warm water is around 90℉(32℃) and not above 110℉(43℃). DO NOT use boiling water.
◊ Avoid running warm water over the lenses, as it can affect the lens coatings.
◊ Adjust frames a little at a time to avoid overcompensating.
◊ Make sure to try your glasses on after each adjustment.
For Metal Frames
Metal frames do not require heat to adjust them but may require frequent adjustments since some metals used to manufacture eyeglasses are easily bent through daily activity.
Basic steps:
Step 1: Apply LIGHT pressure to the area where needed until a noticeable change is made.
Step 2: Try your glasses on after each adjustment before making more adjustments.
Racer - Browline Blue & Silver
Helpful tips:
◊ Adjust frames a little at a time to avoid overcompensating.
◊ Make sure to try your glasses on after each adjustment.
HOW TO ADJUST THE FRAMES IF
1. Pinching Your Nose/Ears/Head
FOR PLASTIC FRAMES:
Grip each temple arm and slightly bend upward and outward at where it crosses over your ear to achieve a relaxed fit behind your ears.
The angle of each temple arm should be the same.
FOR METAL FRAMES:
Push the nose pads outward until they fit comfortably.
The angle of each nose pad should be the same.
Grip each temple arm and slightly bend upward and outward at where it crosses over your ear to achieve a relaxed fit behind your ears.
The angle of each temple arm should be the same.
2. Slipping Down Your Face
FOR PLASTIC FRAMES:
Grip each temple arm and slightly bend downward and inward at where it crosses over your ear to achieve a tighter fit behind your ears.
The angle of each temple arm should be the same.
FOR METAL FRAMES:
Push the nose pads inward until they fit comfortably.
The angle of each nose pad should be the same.
Grip each temple arm and slightly bend downward and inward at where it crosses over your ear to achieve a tighter fit behind your ears.
The angle of each temple arm should be the same.
3. One Lens is Higher Than the Other
Bend the opposite temple arm slightly at where it crosses over your ear downward to keep the height of the two lenses consistent.
The angle of each temple arm should be the same.
4. One Lens is Closer to Your Eye Than the Other
Bend that lens's arm slightly at where it crosses over your ear inward and the opposite arm outward to keep the distance consistent.
The angle of each temple arm should be the same.
Glasses would be easily broken in transit if there’s no special protective packaging. So we don’t offer this kind of service in case your glasses broken during long-distance transportation.
The lenses of the glasses are customized and our optical lab need to cut the lenses based on the frame choice. Also, glasses would be easily broken in transit if there’s no special protective packaging. So we don’t offer this kind of service in case your glasses broken during long-distance transportation.
Frames at Zinff will be renewed and re-designed once in a while. So there might be a little difference between these frames.
If you want to order one more frame as a backup, we recommend you ordering the frame with your glasses at the same time.
You can pop out the lenses by the following steps. Please note do not push the lenses by force if you cannot pop them out or install them back.
For Plastic Frame
Step 1: Double-check if there are any small screws on the back of the lenses and the frame sides holding the lenses in place. The lens screws are not the same as the ones that hold the arms on. Not all plastic frames have screws.
Step 2: Remove the lens screws, if present, using the eyeglass screwdriver to turn the screws counterclockwise. It may take a bit of effort, especially if this is your first time to remove the screws. Set the screws aside in a safe place.
Step 3: If your room temperature is very low, you may need to warm your glasses frame up a little bit first. Run the front of your glasses frame under warm water (90-100℉/30-37℃). Do not use hot water because overheating will get your lens and frame damaged.
Step 4: Dry your glasses with Zinff microfiber cloth and wrap the lens with it when removing the lenses. Let's start popping out the lenses one by one!
Grasp the left side of the frame in your left hand with the lenses facing downward. Put your left thumb against the right side of the bridge (in case you break the frame from the bridge).
Hold the right side of the frame in your right hand with your right thumb against the top center of the back of the lenses. Push firmly to pop the right lens out with your right thumb. Do not force the lens out.
After removing the right lens, put your hands and thumbs in the opposite positions to remove the left lens.
After you pop out the lenses, you need to install the lenses into the new frame.
For Metal Frame
Step 1: Locate the small screws holding the lenses. The location of the screws depends on the style of your frame. First, check on the inside of your frame to see if there are two screws on the nose bridge. If not, look on the sides of your frames underneath the arm hinges for the screw. If you still can't find screws there, check along the bottom rim around your lenses to see if the screws are hidden there.
Step 2: Remove the lens screws, if present, using the eyeglass screwdriver to turn the screws counterclockwise. This may take a bit of effort, especially if this is the first time the screws have been removed. Set the screws aside in a safe place.
Step 3: Wrap the lenses with Zinff microfiber cloth, so you don't get fingerprints on them. Remove the lenses one by one.
Grasp the left side of the frame in your left hand with the lenses facing downward. Put your left thumb against the right side of the bridge (in case you break the frame from the bridge).
Hold the right side of the frame in your right hand with your right thumb in the top center of the back of the lenses. Push firmly to pop the right lens out with your right thumb. Do not force the lens out.
After removing the right lens, put your hands and thumbs in the opposite positions to remove the left lens.
Step 4: After you remove all the lenses from the frame, you need to install the lenses into the new frame, and don't forget to install the screws back to your frame.
When you update your prescription or you want to change your glasses style, don't throw away your old eyeglasses. You can donate them to the organizations recycling the glasses. They will send these glasses to people who cannot afford the eyewear.
You can donate them to your local organizations.
US:
ONLINE OPTIONS FOR MAIL-IN DONATIONS
Respectacle: This not-for-profit also accepts donated glasses by mail, which are then distributed to under-served communities. They also have some locations around the United States.
Address:
ReSpectacle
529 2nd Street, Suite 100
Hudson, WI 54016
NATIONWIDE LOCATIONS THAT ACCEPT EYEGLASSES
Goodwill: Goodwill partners with other nonprofits to provide low-income people with used eyeglasses.
Find your local Goodwill here.