Help center
Frequently asked questions
Here are some answers to popular questions about our brand and products. Looking to get in touch or have other questions not listed? Contact us here
Product
-
Sizes and materials can be found in the Guide located in ‘Details’ on the product page.
-
Gift cards have no purchase restrictions and are valid indefinitely.
-
SOJOS may discontinue certain styles based on production situations. If you are unable to locate a specific style on our website, we recommend contacting our customer service team.
Prescription
-
Online prescription services are not available after a frame-only purchase has been completed.
-
If your selected frame is prescription-compatible, an option labeled "Buy with RX lenses" will appear. By selecting this, you’ll be able to enter your prescription details.
-
On average, it may take 3-15 days business days to process depending on the lens type. Tracking information will be provided once the order has shipped.
-
SOJOS EYEWEAR does not accept returns or exchanges for prescription lenses.
However, if your prescription changes within 60 days of receiving your frames, we offer a one-time lens redo to accommodate the updated prescription.
-
Please see: Lens Guide
Payment & Order
-
- Your connection may have dropped during checkout.
- Your card may have been rejected due to the payment method. Please read the details below.
If you can't pay with a card:
- Please check if there is a credit card limit, or check your card balance.
- Please check whether the card number, CVC number, and expiration date have been entered correctly.
- Please check that the billing information is correct.
If you still can't pay even after reading through the above information, please contact help@sojosvision.com
-
Orders can take up to 1-3 business days to process, and 7-15 days to complete delivery. This timeframe is subject to change during the holidays.
-
Please check your Spam or Junk folders. If you still have not located it, please email us at help@sojosvision.com
-
Please reach out to Customer Service as soon as you notice the error. Customer Service can help change the address only if the order has not yet shipped. Once the package is in transit, we are unable to modify the shipping address. To avoid delays, provide the correct address details promptly when contacting support.
-
The original payment method used to place your order will reflect the refund with 1-3 business days depending on your bank’s processing time.
Shipping & Delivery
-
- Business Express: 5-10 business days
- Standard Shipping / Free Shipping: 10-15 business days
- International Shipping: 10-15 business days
Here are the full details of our Shipping Policy.
-
- Free shipping over US$35.
- Limited to standard shipping.
- Automatically apply without a coupon code.
-
Depending on inventory availability, your order may be shipped from different warehouses. We will provide a tracking number for each package shipped. If you have any questions, you can also contact our customer service: help@sojosvision.com
-
Please note that tracking information may not be immediately updated on the courier's website. We kindly ask you to allow up to 24 hours for the tracking status to be reflected.
If the tracking information is still unavailable after 24 hours, please contact our customer service team for further assistance.
-
Please contact our customer service: help@sojosvision.com. They will provide the carrier's contact information and assist in locating the package.
-
The package has a hold during transit, it could be due to the carrier not updating the information in a timely manner. We recommend waiting a short while. If your package has been delayed for more than 5 days, please contact our customer service team as soon as possible.
-
Please take photos of the product and send them to our Customer Service team. Be sure to include the order number.
Return & Exchange
-
If you are not 100% satisfied with your purchase, you can return or exchange the goods within 30 days after receiving the goods. Return requests need to be submitted before shipping the return. Items purchased during a sale or from our sale page are not eligible for RETURN or EXCHANGE. Prescription lenses are not eligible for RETURN or EXCHANGE.
* Please note: Shipping fees for orders will not be refunded.
< Return Guidelines >
Returns are not accepted under the following conditions:
- More than 30 days have passed since receiving the package
- Items have been used or any component/packaging is missing
Returns should be sent to the following address:
4518 Prairie View Dr, Jurupa Vally, CA, 92509
-
SOJOS is not responsible for shipping costs that may incur regarding the return of a product.
-
Please contact our customer service: help@sojosvision.com. They will inform you of the exchange process.
-
Refunds for returning products are processed after the product is received at our warehouse. Refunds can be expected 1-3 business days.
Product Service & Repairs
-
SOJOS offers a one-year warranty on orders. You may contact our customer service team to arrange for a replacement. Orders exceeding one year will no longer be accepted.
-
We will handle it as soon as possible. Orders without prescription lenses will have shipping information provided within 1-3 days. For custom lenses, the post-order processing time will be extended by 7 days.
-
SOJOS does not provide the accessory parts ( such as screws and nose pads). If you need repair the product, we recommend contact our customer service team.
Product Usage & Care
-
Acetate frames are sensitive to temperature and may become deformed if exposed to direct sunlight for extended periods. Please store your eyewear in a cool, shaded place.
Additionally, prolonged exposure to oil or moisture during use can cause whitening or cloudiness on the surface. To prevent this, regularly wipe the frame with a microfiber cloth to remove any oil or moisture.
-
Metal frames may experience peeling or corrosion of the plating when exposed to oil or moisture for extended periods.
After use, gently wipe the frames with a microfiber cloth and store them in a dry place to maintain their condition.
-
Lenses are sensitive to alkaline substances, so avoid using soap or detergent containing alkaline components.
When cleaning the lenses, hold the surrounding frame and gently wipe the surface with a microfiber cloth.
Applying excessive force can deform the frame or damage the lens coating, so please clean with care.
-
Ensure that the lens surface does not come into contact with any hard surfaces.
When storing your glasses in a case, wrap them in a microfibre cloth to prevent scratches.
Avoid storing your eyewear inside a vehicle as high temperatures can damage the lens coating or deform the frame.
After wearing your glasses at the beach or swimming pool, saltwater or chlorine may leave water spots on the lenses or corrode the metal parts. Be sure to dry the product immediately with a clean microfibre cloth.