Thank you for choosing phaneo. As a fully integrated technical optical manufacturer with our own state-of-the-art lens laboratories and frame factories, we take pride in delivering premium prescription and non-prescription eyewear directly to your doorstep. Below you will find the details of our shipping policy, delivery timelines, and order tracking systems.
1. Free Standard Shipping Policy
For orders totaling $49.00 or more (calculated before shipping and taxes, and after discounts have been applied), phaneo offers Free Standard Shipping globally to our primary destinations. This discount is automatically applied at checkout—no coupon code required.
2. Processing & Production Timelines
Since every pair of phaneo prescription glasses is crafted and customized in our in-house optical lab by certified ophthalmic technicians, we require time to perform our rigorous 36-step quality inspection before shipment.
- Frames Only / Non-Prescription Glasses: Processed and packaged within 1–3 business days.
- Single Vision Prescription Glasses: Lab assembly, optical calibration, and multi-shield coating require 3–5 business days.
- Bifocal / Progressive & Special Custom Lenses: High-complexity prescription customized configurations require 5–8 business days.
3. Shipping Methods, Estimated Delivery & Rates
Once our manufacturing and quality control teams clear your order, it will be dispatched via secure, tracked logistics protocols. Estimated shipping times and rates are outlined below:
| Region / Country | Standard Shipping (Orders under $49) | Standard Shipping (Orders $49+) | Express Shipping (DHL / FedEx) |
|---|---|---|---|
| United States | 9–14 Days | $4.95 | FREE | 9–14 Days | 5–9 Days | $21.95 |
| Canada, United Kingdom | 12–18 Days | $5.95 | FREE | 12–18 Days | 6–10 Days | $24.95 |
| Europe (DE, FR, IT, ES, etc.) | 12–18 Days | $5.95 | FREE | 12–18 Days | 7–12 Days | $24.95 |
| Australia & New Zealand | 12–18 Days | $5.95 | FREE | 12–18 Days | 7–12 Days | $24.95 |
| Other Regions | 15–25 Days | $6.95 | FREE | 15–25 Days | 8–15 Days | $29.95 |
4. Real-Time Order Tracking
We believe in absolute transparency. You can monitor every step of your package’s journey:
- Email Dispatch: As soon as your order leaves our optical lab, we will send you a confirmation email containing your tracking number and a direct link to track your package.
- On-Site Tracking: Simply visit our Track Order page, enter your order number and email address (or your tracking number), to view real-time shipping updates.
- Carrier Processing: Please allow 24–48 hours after receiving your shipment confirmation email for the tracking status to update on the carrier’s system.
5. Important Shipping Guidelines & Exceptions
- P.O. Boxes and APO/FPO Addresses: Express Shipping (DHL/FedEx) is unfortunately not available for P.O. Boxes and military addresses. Only Standard Shipping can be processed for these destinations.
- Bulk Orders: To ensure safe transport, additional shipping fees may apply for bulk orders containing more than twenty (20) pairs of glasses.
- Customs & Duties: For most primary shipping destinations, packages are shipped under protocols that minimize import fees. However, any local import taxes or customs clearance fees assessed upon arrival are the sole responsibility of the customer.
- Unavoidable Delays: While we make every effort to deliver your eyewear on schedule, delivery timelines may be extended during peak holiday seasons, severe weather events, or due to customs clearance delays.
6. Shipping Support & Damaged Packages
If your package is marked as delivered but you have not received it, we recommend checking with neighbors, front desk staff, or your local post office. If you receive a package that has been damaged during transit, please contact us immediately. As the direct manufacturer, we will expedite a replacement pair from our lab right away.
Contact our Customer Support Team: support@phaneostore.com