FAQ

ORDERS

How long does it take to process an order?

Although we try to ship same day, please allow up to 3 business days for your non-prescription order to process. Prescription orders take 5-10 business days to process and ship.

We only process and ship Monday Through Friday, so all orders placed after noon Central Time Friday and midnight Sunday will not be processed until the following business day.

What are the payment options?

We accept all major credit cards, Paypal, and Amazon Pay.

How do I check the status of my order?

After you checkout, you will receive an email with a link allowing you to check on your order status. You should also receive an email when your order ships. Many times these emails end up in your spam folder, so check there if it’s missing.

Can I create an account?

Yes, go here to create an account

What is your privacy policy?

You can find our simple privacy policy here

What are your terms and conditions?

You can find our terms and conditions here

They’re boring, but also legally binding.

SHIPPING

How long does standard shipping take?

Our standard shipping by USPS generally takes 1-5 days.

How much does international shipping cost?

We charge a flat fee of $45.00.

How long does international shipping take?

Our standard shipping by DHL generally takes 5-15 days.

What is deal with duties and taxes on international orders?

We ship via DHL, list all customs information as required, and send you the relevant tracking information as soon as your product is shipped. It is up to international customers to ensure their orders gets through customs and all import taxes are paid.

 

RETURNS AND EXCHANGES

What is your return policy?

We offer free returns and exchanges on all non-sale, non-custom/RX items bought on our website for domestic US customers. We cover the cost of shipping both ways. All items must be returned in all original packaging in pristine, resellable condition, which we judge in our sole discretion.

How do I start a return or exchange?

Simple! Use the shipping label enclosed in your box to return your shades with all original packaging. Email us at hello@mahoshades.com with your Order Number to get started. We'll send you a return shipping label and begin the process.

Can I return or exchange anything I purchased in a store?

No, you must return or exchange with that store.

What is the cost of returns or exchanges?

There is no cost for a domestic return or exchange unless the item is a renewal under Lifetime Shades.

Can I return or exchange an item I purchased on sale?

You cannot return an item bought on sale, but can exchange for an equivalent amount of store credit to your purchase price.

Can I return a pair of RX glasses or customized frames?

No, because of the customized nature of the product it cannot be returned.

How long does the return process take?

Generally, it takes 3-5 business days from the time you ship until we receive the returned product. After we receive, allow 3 business days for us to process, and another 3-5 business days for you to receive an exchange. Refunds generally process within 5-10 business days after we issue the electronic refund, but that’s up to your card issuer.

Can I return a Digital Gift Card?

No

How can I return frames received as a gift?

Email us at hello@mahoshades.com with the purchaser's full name and the items you'd like to return. Products received as gifts are only eligible for an exchange or store credit.

PRESCRIPTION

How long does it take for an RX order to be processed?

Five to ten business days.

Can RX lenses be returned?

No, because RX lenses are customized they cannot be returned to Maho. If you receive your lenses and they are not a proper fit, our third party RX lens lab will work with you or your eye doctor to ensure a proper fit.

What types of RX lenses do you offer?

We offer single vision lenses only for our optical and Digital Specs frames. In sunglasses we offer Single Vision, BiFocal, TriFocal, and Progressive options.

Do you have a warranty on RX lenses?

No, our warranty does not cover RX lenses. However, our third party RX lens provider’s 1 year warranty does apply. You can find out more here:

Are your prescription sun lenses all polarized?

Yes!

PRODUCT CARE

How should I take care of my sunglasses or glasses?

Every pair of Maho sunglasses and eyeglasses is handcrafted with premium acetate, nylon lenses, and premium metals, and needs to be taken care of. We include a microfiber cleaning pouch to keep your lenses and frames free of dirt and grime, and a case to store your glasses. Do not leave your glasses in your car or in a hot garage, as excessive heat causes acetate to wrap and flex out of alignment. Don't lay your glasses face down or expose them to chemicals or rough textures. 

My glasses have become warped. What can I do?

Follow the direction on our guide here. If you can't fix them yourself, send them to us and we'll see what we can do. 

WARRANTY

Do you guarantee your products?

Yes! We offer a one year warranty covering any defects in materials or workmanship, and a lifetime warranty covering all damage for a low flat fee. Find the details here.

FSA/HSA

Do you accept FSA or HSA payments?

Maho accepts FSA or HSA for all prescription sunglasses or eyeglasses as long as the payment method is associated with a major credit card. Please inquire with your insurance provider for qualifying purchases. To request an itemized invoice, just email hello@mahoshades.com with your name and order number.

RETAIL

Where can I find Maho carried near me?

Check our Retailer page to search for stores near you that carry Maho.

How can my store carry Maho?

If you are interested in carrying Maho in your store, please email us at hello@mahoshades.com with your store name and location. If it seems like a good fit, we'll be in touch shortly. 

FIT

I'm not sure which frames will fit me best. How can you help?

If you know your face shape (oval, round, square, or heart) then you can use our guide here to find the ideal frames to complement your face shape.

If you don't know your face shape, use our guide here to find out what will fit you best.

If you're having a tough time deciding, reach out to a pro sunglass stylist via email, and our team can give you suggestions. Feel free to send a photo of yourself to hello@mahoshades.com along with a description of any other products that fit you well and any lifestyle needs (such as boating or driving).