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Ziena® offers free first class shipping via USPS® on orders over $50 within the United States. Free shipping over $50 DOES NOT apply to our 10 Day Trial Program. Signature Confirmation is available to add to any order and is highly recommended to ensure your delivery. We are not responsible for delivery errors via carrier, lost packages, or incorrect shipping info.
Free shipping does not apply to repairs or accessories.
All orders are custom built and made to order. We are proud that our glasses are not mass produced and built right after you placed the order in California, USA. This is why regular orders are normally shipped within 3 business days. It does NOT include the shipping time (up to 3-10 business days). *For prescription orders, it takes 2-3 weeks to make the glasses.*
Need a faster delivery time? If you place your order before 11:30 am PST and choose expedited shipping, your order will be pushed to the front of the order queues and shipped the same business day. Please call to confirm any overnight and 2 day shipping. The best way to get a package by a very specific time, please call in when you place the order to ensure timely delivery!
Please be aware that customers outside the United States are responsible for any shipping and additional duties, taxes, and other related charges customs may charge. We recommend checking with your country’s customs office to determine what these additional costs may be and could be anywhere from 15-47% of the retail price point. You may want to call customer service for recommendation on best carrier to use at 909.509.8228 Mon-Fri PST 8:00am - 4:00pm
All international orders can take up to four weeks for delivery, not including any customs holds your country may have which may result in an additional 3 weeks or longer. Ziena is not responsible for any customs hold or delay.
Your satisfaction is our #1 Priority and guaranteed. If you’re not completely satisfied, you may return it within 30 days after purchase for a complete refund or exchange, excluding prescription orders. Ziena eyewear returned for credit or exchange must be in unused and salable condition including all original packaging, accessories, and proof of purchase. Ziena eyewear with the removable eyecup, that has been worn, abused, damaged, pet hair, cigarette smell or has any residue from facial products or medications, will be deducted $40 from the refund. This returns process only applies to purchases made on our website. If your product was not purchased on our website, please refer to the original retailer.
For prescription orders, the frame can be refunded. The prescription lens as it is customized to the customer cannot be refunded.
Customers are responsible for shipping costs unless the product is defective or an error has occurred when filling the order. For any order with 4 or more pairs to be returned for refund, a 20% service return charge would be applied to the refund amount.
To process a return, please send the product with the included invoice to:
Ziena
Attn: Returns
2060 S. Haven Ave
Ontario, California 91761
Lost Package Policy
At Ziena, we strive to ensure that every order reaches our customers promptly and securely. However, we understand that occasionally, packages may go missing during transit, which can be frustrating. To address this issue fairly and efficiently, we have implemented the following policy:
Signature Confirmation:
It is the customer's responsibility to select and purchase shipping insurance at the time of purchase if they wish to protect their shipment against loss or damage. We offer signature confirmation during checkout for your convenience.
Lost Package Procedure:
If a customer's package is marked as delivered but has not been received, they must first:
Filing a Claim:
If the package is still not located, the customer should promptly contact the shipping carrier to initiate a claim. They are responsible for following up with the carrier until a resolution is reached.
Resolution by Shipping Carrier:
Once the shipping carrier completes their investigation and provides a written statement confirming that they cannot locate the package or otherwise resolve the issue, the customer should forward this statement to Ziena for further assistance.
Replacement Shipment:
Upon receipt of the carrier's written statement indicating their inability to resolve the issue, Ziena will promptly send a replacement shipment to the customer at no additional cost.
Exceptions:
Ziena reserves the right to review each case individually and may offer alternative resolutions depending on the circumstances.
Note: It is important for customers to report any issues with their shipment promptly to ensure timely resolution. Delays in reporting may impact the ability to file a claim or receive a replacement.
