New FAQ

ACCOUNT SECTION

How do I create an account? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

How do I reset my password? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

US 100 DAY TRIAL & LIFETIME GUARANTEE

WHAT IS COVERED IN THE 100 DAY TRIAL & SATISFACTION GUARANTEE? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 110% satisfied with everything from William Painter. It’s OK to change your mind. If you’re not totally satisfied with your purchase you can return it within 100 days for a full refund or exchange for another style.

*Please note we do not refund the cost for additional shipping options purchased at checkout.

WHAT IS THE LIFETIME GUARANTEE & WARRANTY? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We stand by our products and back them up with our William Painter Lifetime Guarantee. This means if you break them, shatter them, blow them up, or run them over with a semi-truck we still guarantee them for life. Just send us your damaged pair (or the remaining pieces) and we will send you a brand new pair in return!

If you lose them or they are stolen please reach out and we will give you a discount code on your next pair.

*Please note we ship out replacements & exchanges using a 2-10 business day shipping service.

US RETURN & EXCHANGE POLICY

What is your refund policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you placed your order within the last 100 Days and you are not totally satisfied you can return it for a full refund or exchange of any style. If it is past the 100 days you can still exchange it for a new style!

Its easy! To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

*Please note we do not refund the cost for additional shipping options purchased at checkout.

What is your exchange policy? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We stand by our products and back them up with our William Painter Lifetime Guarantee. This means if you break them, shatter them, blow them up, or run them over with a semi-truck we still guarantee them for life. Just send us your damaged pair (or the remaining pieces) and we will send you a brand new pair in return!

Its easy! To get begin your exchange sign into your William Painter account or sign up for a new account here.

*Please note we ship out replacements & exchanges using a 2-10 business day shipping service.

HOW DO I START MY REFUND OR EXCHANGE? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Its easy! To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

Once your are in your account simply click the section on the left with Returns/Exchanges to begin!

WHO PAYS FOR RETURN SHIPPING? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We do! Simply process a refund or exchange in the account section and we will provide pre-paid label to have it sent back to us! Once the label we provide is scanned at the post office we will automatically process your refund or exchange!

*Please note if you do not use the label provided by us than we will not know if you have actually shipped the glasses back to us.

WHY HAVEN'T I RECEIVED MY REFUND OR REPLACEMENT YET? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We are so sorry to hear that! It is important to note that your refund or exchange will only be started once the label we provide is scanned at the post office.

Important to note if you used a label of your own our system will not the pair has been shipped back to us! If you shipped the glasses back yourself, or are having any other issues with your refund or exchange email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!

Why can't I process a refund? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If you are having trouble processing a refund, the order is most likely older than 100 Days and not covered in the 100 Day Trial no longer. Unfortunately that means they are not available for a refund. But you can still exchange them for a new style!

INTERNATIONAL 100 DAY TRIAL & LIFETIME GUARANTEE

WHAT IS COVERED IN THE 100 DAY TRIAL & SATISFACTION GUARANTEE? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 110% satisfied with everything from William Painter. It’s OK to change your mind. If you’re not totally satisfied with your purchase you can return it within 100 days for a full refund or exchange for another style.

We will be more than happy to refund the cost of purchase and shipping. Unfortunately we will not be able to refund any duties & taxes paid by you. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

*Please note the ONLY way we can refund you for the return shipping is through PayPal.

WHAT IS THE LIFETIME GUARANTEE & WARRANTY? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We stand by our products and back them up with our William Painter lifetime guarantee. This means if you break them, shatter them, blow them up, or run them over with a semi-truck we still guarantee them for life. Just send us your damaged pair (or the remaining pieces) and we will send you a brand new pair in return! If you lose them or they are stolen please reach out and we will give you a discount code on your next pair.

Since some of our products are limited edition we cannot guarantee a replacement, but we will get you a brand new frame of equal or lesser value of your choice!

*IMPORTANT NOTE ABOUT SHIPPING: If the order was placed in the first 100 days we refund the return shipping cost! After 100 days it is your responsibility to cover the shipping back to us, and we cover the shipping back out to you!

*IMPORTANT NOTE ABOUT DUTIES & TAXES: We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid or minimize Duty & Tax fees. Based on your international country your order still might be subject to duty & tax fees. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

DO I NEED TO PAY DUTY & TAXES ON REPLACEMENT ORDERS? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The answer is maybe. Depending on your country there might be additional duty & taxes even though you have paid for them already.

We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid or minimize Duty & Tax fees. Based on your international country your order still might be subject to duty & tax fees. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

INTERNATIONAL RETURN & EXCHANGE POLICY

WHAT IS YOUR REFUND POLICY Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We want you to be 110% satisfied with everything from William Painter. It’s OK to change your mind. If you’re not totally satisfied with your purchase you can return it within 100 days for a full refund or exchange for another style.

We will be more than happy to refund the cost of purchase and shipping. Unfortunately we will not be able to refund any duties & taxes paid by you. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

*Please note the ONLY way we can refund you for the return shipping is through PayPal.

To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

WHAT IS YOUR EXCHANGE POLICY? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We stand by our products and back them up with our William Painter lifetime guarantee. This means if you break them, shatter them, blow them up, or run them over with a semi-truck we still guarantee them for life. Just send us your damaged pair (or the remaining pieces) and we will send you a brand new pair in return! If you lose them or they are stolen please reach out and we will give you a discount code on your next pair.

Since some of our products are limited edition we cannot guarantee a replacement, but we will get you a brand new frame of equal or lesser value of your choice!

*IMPORTANT NOTE ABOUT SHIPPING: It is your responsibility to cover the shipping back to us, and we cover the shipping back out to you!

*IMPORTANT NOTE ABOUT DUTIES & TAXES ON REPLACEMENTS: We inform the shipping courier and customs your order is a replacement and declare the value at a lower cost to avoid or minimize duty & tax fees. Based on your international country your order still might be subject to duty & tax fees. Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser.

To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

WHY HAVEN'T I RECEIVED MY REFUND OR REPLACEMENT YET? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We are so sorry to hear that! It is important to note that your refund or exchange will only be initiated after we receive a photo of the shipping receipt showing you have shipped back the glasses. Once your refund is initiated it can take up to 10 business days to properly reflect with your payment method.

If you are having any other issues with your refund or exchange email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!

HOW DO I START MY REFUND OR EXCHANGE? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Its easy! To get begin your refund or exchange sign into your William Painter account or sign up for a new account here.

Once your are in your account simply click the International Returns/Exchanges section to begin!

HOW DOES RETURN SHIPPING WORK? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

If the order was placed in the first 100 days we refund the return shipping cost! After 100 days it is your responsibility to cover the shipping back to us, and we cover the shipping back out to you!

*Please note the ONLY way we can refund you for the return shipping is through PayPal.

QUESTIONS ABOUT OUR SHADES

WHAT MATERIALS DO WE USE IN OUR GLASSES? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Titanium: We use titanium which is the strongest metal for its weight. Which allows you to use your sunglasses actively without worrying about them breaking.

Stainless Steel: We use stainless steel in some frames! Its extremely lightweight, durable, and has added resistance to rust, stains and corrosion!

Premium Acetate: The Acetate we use is a premium form of plastic that is more durable than standard plastic. Our Acetate is also extremely lightweight, flexible and designed to form fit to your face!

Japanese Non-Polarized Nylon Lens: Our Japanese Nylon Lenses have twice the scratch resistance of glass lenses and amazing optical quality. William Painter Lenses weigh less than half the weight of traditional glasses which means they will not be sliding down your nose when you lean forward!

Japanese Polarized Nylon Lens: The polarized lenses offer the same quality & durability as the non-polarized lenses! In addition, the polarized lenses neutralize glare, make objects clearer and reduce strain on the eyes. Typically lenses have a polarizing and tint coating added to the top of them to achieve this effect. However, overtime, the coating can bubble and flake off the lens. Have you ever seen a bad tint job on a car? This is the same, exact problem. Our lifelong lens guarantee goes one step further. We integrate both the polarization and tint layers all the way through the lens, so it will last forever.

*Our glasses do not contain any nickel.

Please visit our technology page for more information.

WHICH GLASSES ARE POLARIZED AND NON-POLARIZED? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The following styles come with a Polarized Lens: The Hook, The Lume, The Empire, The Level, The Oasis, The Hughes, and The Sloan.

The following styles come with a Non-Polarized Lens: The Constellation & The Sloan.

ARE THE WHOLE GLASSES MADE FROM TITANIUM? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hughes is the only style that is fully made from Titanium.

The following styles come with a Titanium arms and premium Acetate frame: The Hook, The Lume, The Empire, The Level and The Oasis.

*The Sloans & The Constellations do not contain any Titanium.

Please visit our technology page for more information about the materials we use in our glasses!

What is the difference between the Hook vs. Sloan? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hook & The Sloan have the same dimensions, and a very similar in style.

The Hook comes with a polarized lens, the arms will be made from Titanium and will have the classic hook bottle opener.

The Sloan now comes in a polarized & non-polarized lens option. The arms are made from the same premium acetate as the front frame making them very light weight.

What is the difference between the Hughes vs. Constellation? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Hughes & Constellations have the same dimensions, and are identical in style.

The Hughes are completely made from Titanium and come with a polarized lens.

The Constellation is completely made from Stainless Steel and comes with a non-polarized lens.

Do the glasses come in different sizes? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

All the dimensions for each style are listed on the site under each product.

We recommend the Hughes & Constellation as our largest frame followed by the Level and Oasis. The Empire will suit a smaller face frame best.

*Please click dimension tab for detailed information about each style.

DO THE GLASSES CONTAIN NICKEL? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Nope! Our glasses do not contain any nickel!

Please visit our technology page for more information about the materials we use in our glasses!

CAN I USE PRESCRIPTION LENSES, CHANGE THE LENSES, ETC? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Yes, all of our glasses are made so that you can easily switch the lens out for a prescription lens. We do not have the ability to do so but your local optometrist of choice will be able to assist you.

ARE THE GLASSES WATERPROOF? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Yes, they are fine to wear in the water, however they do not float! Salt water does corrode so whether you're in the ocean or lake we recommend rinsing & drying them off.

Is it possible to buy hook without the opener? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

No, we only make the Hook with a bottle opener feature attached, but the Sloan is a good option if you would like something similar!

THE SILVER PIECE FELL OUT! CAN you send me a replacement piece? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We do not have spare parts for our glasses, but our Lifetime Guarantee covers a replacement for a brand new pair!

ORDER QUESTIONS

WHAT IS MY ORDER NUMBER? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can find all your orders in your William Painter account!

When will my order ship? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders placed prior to 10 AM PST time M-F will ship same day. Order placed after the cut off time will be processed & shipped the following business day.

*Please note we do not deliver on Sundays & Holidays.

How long does it take to process my order? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders placed prior to 10 AM PST time M-F will ship same day. Order placed after the cut off time will be processed & shipped the following business day.

I just placed my order. Can I edit my order or cancel it? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Our fulfillment system is set up to process quickly so that our customers get their products ASAP. Because of this, editing an already placed order isn’t possible at this time. If you’d like to cancel your order, please send our team a message immediately—email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!—and we’ll do our best to either cancel the order or, if it’s too late to cancel, help you get a refund/return any product you don’t want to keep.

SHIPPING QUESTIONS

Why isn’t my tracking working? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please allow up to 72 hours for tracking movement to populate before reaching out. Your order is most likely on its way to the carriers hub, and there could be a slight delay due to how different carriers scan packages, and where their hubs are located in relation to our warehouse.

If your order shows no tracking movement after 72 hours please reach out to help@williampainter.com

WHO PAYS FOR DUTY & TAX FEES? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Orders shipped to countries outside of the US may be subject to import taxes, customs duties, and fees levied by the destination country. These fees are the responsibility of the purchaser. Due to the nature of these fees it is something we are unfortunately unable to refund.

Can I pick my glasses up at your office? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to our team at help@williampainter.com and a member of our team will be able to help!

My tracking shows delivered, but my order has yet to arrive. What can I do? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to our team at help@williampainter.com or at our contact page and we’ll ensure you get your products ASAP.

What should I do if my package was stolen or lost in transit? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please reach out to our team at help@williampainter.com or at our contact page and we’ll ensure you get your products ASAP.

PROMOTIONS, FRIEND BUY & DISCOUNTS

HOW DO I REDEEM A CODE? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Once you have personalized your order and proceed to checkout, you will reach the "Payment" page. On the right hand side you will see a "Gift card or discount code" box. In the space provided, enter in your gift card code or coupon code. Next, click "Apply". For any remaining balance, your credit card will NOT be charged until you “Confirm Order” on the next screen.

CAN I COMBINE CODES? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Some codes have limitations. Certain codes work only for specific products and some have a one-time only use. Please note that all promos exclude Gift Cards, shipping, taxes & customs fees.

DO YOU HAVE ANY PROMOS/DEALS GOING ON? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

To stay up to date with the latest deal, sign up for our Newsletter. We usually email our latest deal/coupon code to our newsletter homies so make sure to sign up!

MY CODE DOESN'T WORK? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can only redeem up to one code per order. Codes cannot be combined.

I referred my friend and they made a purchase, where’s my code? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Please allow up to 7 days for your $30 reward to reach your inbox from the time your friend has completed their qualifying purchase.

If it has been 7 days, and a code has not turned up, please reach out to help@williampainter.com with the email address you used to make the referral and the method of referring (email, sms, FB messenger, or FB) and we’ll be more than happy to help take a look.

Can I refer myself? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

The Referrer and the Friend cannot be the same person (for example, by using a different email address). We automatically disqualify suspicious referrals. The use of multiple accounts, email addresses, online identities or aliases to circumvent the eligibility requirements and/or other limitations of these Terms is prohibited and may result in exclusion from the Program and the cancellation of all related rewards.

I referred my friend to William Painter, but they did not get their $30 off code. What happened? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

We’re so sorry to hear that! Please be sure the person you referred has not made a purchase prior to your referral and is a unique user (no self-referrals).

If all requirements are met, and the code has not appeared, please reach out to help@williampainter.com with your friend’s email address and we’ll be more than happy to help take a look.

CONTACT INFORMATION

How can I contact you? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

You can contact us at help@williampainter.com or on our contact page!

Do you have a phone number? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Even though we love hearing from you we are small independent company and do not have a direct number to reach us

You can email us at email us at help@williampainter.com and a member of our team will be following up in 24-48 hours to help!

Can I come in and see someone at the office? Icon / Plus Created with Sketch. Icon / Minus Created with Sketch.

Unfortunately we do not allow drops at the office :(