Two things are certain in life in the optical industry, taxes and warranties. While we can't help with the taxes, our 56+ years of experience have helped IcareLabs make your warranty and credit process as easy as possible.
With our credit form, you'll be able to easily ensure your account is credited properly.
(BLOG UPDATED 7/15/2024)
After logging into the myIcareLabs customer portal you'll be able to process remakes and warranties directly from the "jobs completed" tab. Simply click the "remake job" option under the action tab to see all available warranties.
For our finished accounts, you can restart the job and edge from archive as long as the frame fit is good. We do archive all tracings exactly for this reason so no need to send the patient's frame in to us again.
One Time Remake/Redo
All jobs now receive a 1 time, no questions asked remake or redo included for 6 months from the invoice date. There is no need to send the lenses back to us.
This no-questions-asked remake/redo will cover you for patient non-adapts, Doctor's Rx change, the patient changes their mind, basically anything you need, and this will take care of you for those six months.
To process this warranty, after selecting the "remake job" option under the jobs completed tab, you will choose the "Warranty - One Time Redo" and then click the continue button:
On the next page, you can make any needed changes to the order itself. If there is any price difference then you will only be responsible for anything more than the original order.
After making your changes (if any), simply click the "send order" button and we will start processing the job for you immediately.
Anti-Reflective Coating Warranties
Our standard AR coating includes a 1-time warranty that is good for 1 year from the invoice date. All of our other AR coatings including our house brand IceAR & IceAR with Silk, Crizal coatings, and Kodak Lens no-glare coatings include a 2-time warranty that is good for 2 years from the invoice date.
You are not required to send AR warranty lenses back to us.
To process this warranty, after selecting the "remake job" option under the jobs completed tab, you will choose the "Warranty -AR Warranty" and then click on the continue button:
On the next screen you are unable to make any changes to the job with an AR warranty so click "send order" and we will remake it for you immediately.
Lab Errors
Try as we may, at the end of the day we are just humans working with machines so mistakes are bound to happen from time to time. Luckily for you and all of our customers, we run low single-digit error rates so those mistakes are usually few and far between!
If a lab error does happen then you are always covered, of course. We have several different lab error codes that can be used to help us pinpoint where the mistake happened in our processes so that we can quickly correct the issue to ensure it doesn't happen again.
When selecting a lab error from the drop-down menu, please choose the option that most closely corresponds to the issue you are seeing:
To receive credit for lab errors, we do ask that you return the lenses so we can use them for training purposes. Just write "return for credit" on the invoice attached to the lenses. We do provide one free UPS Ground shipping label per month for credit returns. Simply request it from your account manager at the end of each month.
For a complete breakdown of all our policies and procedures, please refer to page 15 of our full price list.
CLICK HERE for our complete myIcareLabs customer portal overview.