FAQs

General Product Info

Q: Are Peppers glasses polarized?

            A: All Peppers sunglasses are polarized with the exception of the glasses in our Performance Sports collection.

Q: What does polarized mean?

            A: Polarized lenses can reduce or completely eliminate glare. Glare can be caused by direct light from a single light source such as sunlight, car headlights or reflected from snow, water, cement, ice, or sand. Reducing or eliminating glare allows Pepper’s lenses to improve depth perception and overall visual comfort.

 Q: Do Peppers offer UV protection?

            A: Yes! All Peppers glasses offer are 100% UV A, B and C protection.

Q: How do I know what size the glasses are?

            A: The style number of each pair of glasses starts with 2 letters, including an S, M or L. This indicates if your glasses are small, medium or large fit (ie. MP393-99 is a medium fit frame while FL7349-12 is a large fit.) There are also three numbers associated with each style, following the format 57 ☐ 16 ☐ 140. These numbers indicate the lens width, bridge size and temple length in mm, respectively. These can be found on the inner right temple of your glasses, or on our website.  

Q: Can I get prescription lenses put in my glasses?

            A: We do not have the capability of putting in custom lenses here at Peppers, but many people do take our glasses in to their optician to have custom lenses put in. We recommend speaking with an optician before purchasing to make sure you are getting the right frame for your needs.

 

Online Ordering

Q: Do you ship internationally?

A: Yes, we ship products worldwide. Additional shipping charges apply.

Q: What is the return/exchange policy?

A: As long as the product is in brand new condition, you may return or exchange the item within 30 days of purchase. All returns MUST be processed through the website. Log in to the account you created when purchasing your glasses and initiate a return. You will receive a follow up email with more instructions.

 Q: Do I have to pay shipping fees when returning or exchanging product?

A: If you are returning or exchanging the item because the order was incorrect or defective then shipping is on us.

  • If you are returning or exchanging the item because of fit, or personal preference, then you are responsible for paying the cost of shipping back to us.         

Q: How long will it take to receive my order?

A: Most orders ship the same day as they are placed. In the United States, please allow 4-7 business days.

  • If you place an order for a backordered item, an email with the ETA of the product will be emailed to you.

Q: How will I know if my item is on backorder?

A: You will be alerted via email if your item is on backorder. Please check your email after an order is placed.

  

Proper Eyeware Care

It is inevitable that glasses will acquire dings and scratches over time with normal use. To make the glasses last as long as possible; check out the safe handling tips below:

  • Avoid leaving the glasses in a hot vehicle or direct sunlight. High heat can damage the frame and lens.
  • Avoid contact with the lenses as much as possible. Our hands, even when they appear to be clean, are covered in oil and dirt particles. 
  • Avoid placing sunglasses on top of your head when not wearing them. The chemicals from shampoo, hair product etc. is harmful for the lenses.   Also, placing the glasses on your head may stretch the frame and cause the glasses to become misaligned.
  • Avoid direct contact with salt water, sand and sunscreen as these can all be harmful to your lenses. We recommend using glasses with non-mirrored lenses if you think your glasses will be coming into contact with any of the above.
  • When not wearing the glasses keep them in a protective storage case. This is the easiest and most effective way to avoid scratches and keep the dust & dirt off.

 

Cleaning Your Glasses

Keeping your glasses clean is the best way to ensure their longevity.

When cleaning glasses there is a RIGHT and WRONG way.

 

àBegin by rinsing the glasses under lukewarm tap water. This will remove grit, dust, dirt etc., which will avoid damage to the lens while cleaning them.

(*DO NOT USE HOT WATER! This will damage the lens coating*)

 

Next, apply a MILD dish soap to fingers and gently rub the lens, nose pads and frame.

(*Avoid dish soap with lotions and hand sanitizers. Avoid cleansers such as Windex which contain ammonia*)

 

Rinse glasses well and shake excess water off.

 

CAREFULLY dry lenses and frame. A clean microfiber cloth works best.

(*Avoid dirty towels, facial tissues or paper towels. All are harmful to lenses*)

Warranty Questions

Q: Can I purchase replacement parts for my glasses (lenses, nose pieces, extra arms, etc.?

A: We do not carry or sell any replacement parts for our glasses, including lenses, screws, nose pads etc. If there is an issue with your Peppers we would rather you have a brand new pair of glasses to help avoid issues repeating themselves in the future.

 

Q: How long does a warranty claim take?

A: Typically a warranty takes about 2 weeks to process, including shipping. If you do not receive your replacement within 3 weeks please check the email you provided to ensure Peppers did not try and contact you with an inquiry about your replacement. If no contact has been made, please reach out to our headquarters for assistance.

 

Q: How should I send in my glasses?

A: There is no need for special packaging as your glasses are already damaged – a small box or padded envelope is usually the best option. Please do not wrap your glasses in bubble wrap, packing peanuts, tissue paper etc. Please do not send cases/cleaning cloths as there is a risk of them being misplaced during the replacement process. We do recommend using a traceable method as Peppers is not responsible for items lost in the mail, most people use USPS.

 

Q: Can I send in more than one pair at a time for replacement?

            A: Yes! Please make sure you include either a receipt or replacement fee for each pair of glasses sent in. You only need to fill out one Warranty Claim Form, just be sure and indicate a second style choice for each pair sent in.

 

Q: Do I need to register my glasses?

            A: No, we do not have a registration process for our glasses. Keep ahold of your receipt, and refer to our warranty policy should you ever need to send your glasses in.