Returns and Exchanges

 

We know sometimes things don’t fit or aren’t exactly what you were expecting and that’s okay! Randolph offers free and immediate exchanges or returns for just those occasions. 

  1. Orders are eligible for exchange or return within 30 days of the original purchase.  **HOLIDAY EXTENDED RETURNS: Eligible items purchased on RandolphUSA.com between November 15, 2024 and December 31, 2024, may be returned up to 60 days from the date ordered.  All other terms and conditions of the RandolphUSA.com Return Policy still apply to items purchased.  All purchases made after December 31, 2024 are subject to the Standard Return Policy. 

  2. Free exchanges and returns apply to domestic U.S. orders placed on RandolphUSA.com

  3. Prescription products are not eligible for return. See Prescription Return Policy below.

  4. Randolph products purchased from other vendors or third parties are not eligible for exchanges or returns through RandolphUSA.com

  5. Bought a Randolph product from an authorized dealer? Please contact your place of purchase.

  6. Services (like Laser Engraving) are not eligible for refund but engraved items are eligible for exchange.

  7. Some items, such as prescription products, may not qualify for exchange or return. 

Prescription Products Return Policy

Prescription lenses are nonrefundable. However, Randolph will work closely with you to resolve any issues related to your prescription lenses within 30 days of receipt. If you're experiencing issues with your Randolph prescription eyewear, please contact us and one of our Optical Advisors will assist you.

 

Have a U.S. return?

US Returns

Have an international return?

International Returns

 

 

How does it work? 

  1. Select if your order was shipped to the US or was an international order.

  2. Follow the prompts on the next pages.

  3. Print the pre-paid return label and package your item(s) safely and securely. Please remember to include the original packaging and accessories.

  4. Drop your package off at a designated carrier location.

  5. Once your exchange or refund is completed on RandolphUSA.com, you will have 14 days to get your item on its way.

  6. Your requested refund will be processed when your package is received by the carrier.

  7. If your item is not received by the carrier within 14 days of the completed exchange or return request, your original purchase amount may not be refunded or applied to your exchange order. 

 

Don't have your order number?

Contact Customer Service at returns@randolphusa.com 

Have an International Return?

If you are returning product from outside of mainland United States, please follow the instructions below:
Your return shipment must contain the following: 

1.      First and Last name of the Sender. Sender is the importer on record (owner of the shipment)
2.      Address
3.      Phone
4.      Email
5.      Commercial Invoice:  Your Carrier of choice (DHL, Fedex, etc) will generate the Commercial Invoice for you, but it must include the following.  Bring this information to your Carrier to create a Commercial Invoice to include in your shipment:

a.      A detailed description of the contents. Example: SUNGLASSES, RETURN FOR REPAIR or SUNGLASSES, RETURNED TO MANUFACTURER. Product SKU number if available
b.     Country of origin:  US
c.      The goods harmonized system code(s), (HTS) (the code: 9004100000
d.     Declared Value: Include RETAIL PRICE ESTIMATE and QUANTITY
e.      Purpose of shipment: RETURN 
Add either description below to the Commercial Invoice:
“Return for repair, no commercial value, value for custom purpose only” or
“Returned to manufacturer, value for custom purpose only”
f.        Duties payment Type:  SENDER

*Note: Please make sure all information is correct and complete on your Commercial Invoice, to avoid additional fees or delays from customs.**  

We strongly recommend you track or retain confirmation of your delivery to us.

Our ship to address:

Randolph Engineering, Inc. 
Attn: International Returns
MSC 100
26 Thomas Patten Drive 
Randolph, MA 02368 USA

LEGAL NOTES:

·         Randolph Engineering is not liable for international return shipments. Randolph does not own the shipment.
·         Randolph Engineering cannot create or edit a commercial invoice for a customer return
·         Randolph Engineering cannot confirm or prove the contents of a returned shipment
·         If the commercial invoice requires revision, the Importer on record (Sender/Customer) is responsible for making the revisions
·         Randolph Engineering may help the customer obtain the information needed. All revisions must be initiated and confirmed by the sender with the carrier.
·         If the Sender cannot revise the Commercial Invoice with the Carrier, then the package is assumed suspicious and will be sent back to the sender.

Randolph cannot influence or manage duties, taxes, or shipping fees outside of the United States.

Repairs

Have a repair?

For US Repairs and Service requests, please visit our Repairs page. 

VISIT REPAIRS PAGE >

 

Have an International Repair?

Please follow instructions above for International Returns.