Office policies
How repairs, payments, refunds and contact lens services work at Partridge Optometry.
Privacy
We create, receive and store health information that identifies you in order to treat you, obtain payment for our services and run our office. Our Notice of Privacy Practices describes these uses and disclosures in detail, and you may ask to see it at any time. You may ask us to restrict how your information is used for treatment, payment or office operations. We are not required to agree, but if we do, the restriction is binding on us. Our full website privacy statement is on the Privacy page.
Repairs and maintenance
We repair glasses at no charge when the eyewear was purchased at our office. Repairs sent to the lab are charged accordingly.
Frame warranties do not cover normal wear and tear, breakage or loss. If a frame is discontinued, we offer 50% off a new frame for a non-insurance replacement.
Glasses purchased outside our office are serviced and charged accordingly. We recommend having frames bought elsewhere serviced by that provider, since we are not responsible for replacement if they break.
Your original lenses are handled as carefully as possible. We are not responsible for damage or loss during the manufacturing process.
Your own frame
We take great care with your eyeglasses and are happy to make new lenses for your own frame. Using your own frame is at your own risk, since it is hard to judge the condition of frame material, and there is a small chance a frame is damaged or lost during manufacturing. The lab and our office cannot be responsible for replacement or reimbursement.
If your frame breaks while new lenses are being inserted, the lenses made for it cannot be placed in a different style of frame. We will make new lenses at no charge for a new frame, but the cost of the replacement frame is yours.
Financial policies
Some insurance plans do not pay for all services or materials. Anything your plan does not cover is your responsibility.
Co-pays are due on the day of service.
A minimum 50% deposit is required before we process prescription glasses or contact lenses. The balance is due in full before materials are released.
Outstanding balances are sent to a collection agency after 90 days. The agency fee (33% of the balance) is added to the amount owed.
Lab policies and refunds
Most new frames carry a 1-year warranty from the original order date, for manufacturer defects only.
If you cancel an order, a 50% non-refundable frame cancellation fee applies unless you cancel within 1 business day.
Costs of upgrading to progressive lenses are non-refundable. If you cannot adapt to progressive lenses, we will replace them with lined bifocals or single vision lenses at no additional cost.
If you request a special order frame (out of stock) to view, there is no charge for the first frame. Additional frames carry a $20 restocking fee if you choose not to buy them.
Prescription changes
If you cannot adapt to a new prescription, the lab will redo the lenses with a new prescription, in the original frame, within 30 days. A prescription made through an outside source is charged $30 for verification if you ask us to check it.
Contact lens policies
Contact lens services start at $89 for existing patients and $114 for new patients. This includes the initial fitting, training for new wearers and follow-up visits. Pricing depends on lens type and the complexity of the exam.
Contact lens service fees are paid in full on the date of service and are not refundable. They are not included in your exam co-pay, and insurance may not cover them in full. Anything not covered is your responsibility.
We release a contact lens prescription only after the fitting period is complete (exam, fitting and follow-up visits) and all fees are paid. It must be finalized within 30 days, or an additional exam fee may apply.
A contact lens prescription is valid for 12 months and covers a 12 month supply. Once that supply has been ordered, the prescription cannot be used for more orders until it is renewed.
Contact lenses may be returned or exchanged only if bought through our office, unopened, unmarked and in good condition, within 30 days of the exam date. A restocking fee may apply.
Questions
Call or text 714-282-2888 or visit us at 781 South Weir Canyon Road #195, Anaheim Hills, CA 92808.