Pivotal will endeavor to keep these policies up to date, however they are ultimately the policies of the Partner Lab itself, and Pivotal is not responsible for the implementation, change, or execution of any of these policies.
R&D Ohio Partner Lab Policies
Shipping Fees. R&D charges a flat fee per shipment. This includes shipments for complementary lenses and lab remakes. We reserve the right to increase this fee on a per-account basis for extended zones or in any case where UPS pricing is deemed to be too far above average cost.
Uncut Only Account Shipping Fees. If an account elects to become an uncut-only account, they are choosing to edge their own uncut lenses, and not send frames to the lab for edging services. We do not provide shipping labels for frames to the lab for those utilizing this program.
Remake Shipping Policy. This shipping fee is also charged on remakes, even if the remake is the only job being shipped. If R&D is charged for a shipping label, the client will be responsible for their account’s shipping fee.
One Return Label Per Day, Per Account. R&D requires the client to consolidate all jobs from each location into one shipment to our lab per day. If the client uses multiple shipping labels in one day, the client will be charged for the extra labels, at a cost of at least $25 per label.
Shipping Method: Some accounts may be setup with a shipping method longer than one day if costs are excessive due to location. When this is the case, R&D will present clients with alternative delivery options prior to approving the client’s R&D account.
Special Requests. Special requests regarding shipping cannot be accommodated. At this time, UPS is the only shipping method available through R&D.
Client Responsible for Additional Shipping Fees. Any non-delivery, stop delivery requests, redirect costs, and other miscellaneous fees charged to R&D will be passed onto the account at R&D’s cost.
Non-Contiguous U.S. Delivery Fees. Clients with locations in Hawaii and Alaska will be responsible for R&D’s cost to ship to their locations.
Shipping Fees for Empty Boxes. Clients will be charged full cost for empty packages shipped to R&D. Clients will be charged for packages containing work intended for a lab other than R&D. Any time R&D must ship something back to the client, the client will be charged for such shipping.
Lost Packages & Shipping Insurance. All shipments from R&D receive $100 in standard insurance coverage from UPS. Clients may request more, but must cover R&D’s increased cost if additional insurance is requested. In the instance of a lost or stolen package, R&D will apply up to a $100 credit to the client’s R&D account within two (2) business days of being notified that the package was not delivered by the client. Clients must submit remake requests to R&D for all jobs in a missing or stolen package. If a client wishes to cancel jobs within a lost or stolen package, R&D will credit 50% of the jobs’ costs to the client’s R&D account. This policy also applies to customer frames contained in any lost or stolen shipment.
If UPS ultimately rejects the insurance claim that R&D files for the lost package, R&D’s previously- issued $100 credit will be reversed and is the client’s responsibility. If UPS reimburses an amount greater than $100 on any lost or stolen shipment, R&D will send the client the difference between our initial credit and the amount received via check or credit toward the client’s R&D account.
One-Off Address Change Requests. Changing the shipping address on an individual job basis is not possible.
Consolidated Shipping Policy. By default, client accounts will default to shipping and receiving five days per week (Monday, Tuesday, Wednesday, Thursday, and Friday). If a client prefers, or if the client is in an extended zone, they may opt or be defaulted to consolidated shipping. This reduces their participating location’s shipping frequency to one, two, or three days per week. On occasion, R&D may need to ship out on non-designated ship days. Accounts are still responsible for these shipping fees.
Locations requesting consolidated shipping to and from R&D can use the same number of return labels per week as their chosen consolidate shipping days. For example, if the account ships out Monday, Wednesday, Friday: three return labels are authorized for use to ship to our facility plus three labels for R&D to deliver to the client’s location. Any additional labels will be charged at the account’s default shipping fee.
Sending Packages to R&D Using Client’s Account. If a client prefers to ship packages to R&D using their own account, it must be shipped via UPS. Clients will be fully responsible for any lost, damaged, or undelivered packages shipped using a non-R&D account, including instances where tracking shows package(s) were delivered to R&D’s facility but were not received by R&D staff.
Aging Jobs for Locations Participating in Consolidated Shipping. Any job that ages beyond ten (10) days may ship alone regardless of policy or settings.
Return Shipping Labels. Finished locations will be provided with labels. Per the Consolidated Shipping Policy above, locations participating in consolidated shipping may only use the allotted number of return labels per the designated number of ship days. All other accounts may use up to five (5) labels per week.
Complementary Lens Credits. Each new account is granted two (2) complementary pairs of lenses intended to allow clients to verify the quality of R&D’s work before they begin ordering. Only the following types of lenses are offered under our complementary lens policy:
Material: Clear
Qualifying Lens Designs: All Verity Series
Qualifying Materials: CR, poly, trivex, 60 or 1.67.
Qualifying Coatings: All AR, tint, and mirror options in the standard dropdown options (no customs)
Overpower, High Prism, and Special Order: No overpower, high prism, or special order jobs qualify for R&D’s complementary lens program.
Complementary Lens Renewal & Expiration. Complementary lenses are intended for new accounts or established accounts who would like to explore R&D’s expanded offering. Accordingly, complementary lenses expire after 30 days of account opening. Additional complementary lenses are available by request for accounts in good standing after 12 months of ordering at a rate of at least 4 jobs per business day.
Complementary Lens Warranty & Remake Policies. Complementary lenses are protected by the same warranty and remake policies as standard jobs.
Complementary Lens Order Cancelation. If a complementary lens order is canceled for any reason, that complementary lens credit is considered used and forfeited.
Tint Matching. R&D never guarantees a matched tint, and will not refund any of the lens or service or shipping costs for such jobs.
Remake Policies. All jobs submitted through R&D are covered by our R&D Remake policy. Remakes must be submitted through the online order portal correctly as a remake (or redo) for proper identification of the remake, and subsequent tracking & credit.
Lab Ship Date: “Lab ship date” refers to the date the lab ships your order to you.
AR Remakes (100%): Scratches or defects to the AR coatings are covered under this warranty. Lens damage unrelated to AR failures are not covered (e.g. dog chewing glasses, obvious rough treatment). AR warranty remakes should be submitted with the exact lens specifications as the original order. AR remakes submitted in the first 30 days need to be returned for lab evaluation before credit is processed. 100% Credit will be applied if remake criteria is met. One of the following must be added to the job to be eligible for scratch warranty:
Premium Hardcoat Remakes (100%): Premium Hardcoated (“Dip Coated”) lenses are protected by a one (1) year, one-time remake. 100% credit if remake criteria is met.
Standard AR & Classic AR (100%): Lenses with these anti-reflective coatings are protected by a one (1) year, one-time remake. 100% credit if remake criteria is met.
Agility AR (100%). All Agility AR is protected by a one-time, two (2) year warranty. Two-year warranty is for exactly two years from the lab ship date. 100% credit if remake criteria is met.
Lab Redo (100%): When a job has been received with a lens defect or error, the Lab Redo category may be used. Examples may include, but are not limited to:
Incorrect Rx
Surface defects
Wrong lens type
Defects in optics
Coating defects
Uncuts received with scratches should not be edged if utilizing a lab remake: please inspect uncut lenses prior to edging or they may not be credited. Lab Redos must be submitted with the same specifications as the original order and must be received by R&D within 30 days of the original lab ship date.
Full credit applied once the lens is returned and approved per the “Returning Lenses” section below. Only Lab Remakes and AR remakes within 30 days of ship date must be returned, all other account remakes do not require a lens to be returned unless specifically requested.
Account Remakes – One-time remake allowed within 90 days. Only one account remake, regardless of the remake chosen, may be used per Further remakes will be charged at 100%. R&D may re- assign remake reasons to better fit a category which reflects the changes and options submitted. Frame changes are not eligible for account remakes.
Progressive Non-Adapt (100%): One-time, 90-day remake of equal or lesser Progressive non-adapt remakes are eligible when:
Changing between progressive designs (e.g. changing from a Verity MAX to a Verity CORE).
Changing from a progressive to a lined
Changing from a progressive to one (1) pair of single vision
It does not cover orders which do not originate from a
Material or coating or option changes are not allowed in this remake
Edger Error: (50%): One-time, 30-day remake from lab ship date for errors originating from in- office edging. All specifications on the job must be the same as the original previous order.
All other job specifications must be the same as the original
Edging errors submitted after 30 days will not be credited.
Account Entry Error/Other Job Change (50%): One-time, 90-day remake from lab ship Jobs submitted with errors such as material changes, frame measurements, frame type, PDs, seg heights, etc. are considered to be account entry errors.
The addition or removal of AR, tints, mirrors, blue block, transitions, or polar are eligible for this remake type. 50% credit to the lower of the two invoices if remake criteria is met.
Frame changes are not eligible for this or any other account
RX Change (50%): One-time, 90-day remake from lab ship Changes to prescriptions including the add powers are covered. Additional changes outside of Rx changes will be re-categorized as Account Entry Error/Job Change. 50% credit if remake criteria is met.
Returning Lenses. R&D requires the return of original lenses for credit only when submitting Lab Remakes and AR remakes in the 1st 30 days at this time. R&D reserves the right to request lenses back for any remakes. Do not discard your original lenses until your new remake lenses have arrived in case of such request. Lenses must be received at our facility within 90 days of remake submission. Credit will be applied to this remake category when lenses are reviewed and approved. R&D strives to process returned lenses as quickly as possible once the lenses are received. Please allow up to 30 days after delivery of your return to process credits.
When sending returned lenses back to the lab, R&D’s return labels may be used only if the box is accompanied by a new frame to come order. Please do not use the return labels for lens returns only. Boxes received with only returned lenses will be charged for the shipping label.
Shipping Labels for Returned Lenses. For members providing their own shipping labels, R&D recommends using UPS to ship any remake lenses that must be returned to lab.
Credits Due to Cancellation. R&D will credit clients 100% of the cost for submitted orders which have not begun processing. Orders canceled after processing has begun will be issued 50% credit.
Client-Owned Frame Policies. If R&D loses a client’s frame at our facility, R&D will credit the account for the wholesale value of the frame along with any lens work the client was billed for that job. Frames are sent to R&D at the account’s risk: neither new or used frames are reimbursed if broken.
R&D will always do its best to prevent frame breakages, but in the instance that a frame is broken by R&D staff, we will remake the job using another client-provided frame, otherwise the client may cancel the job for a 50% credit. In the instance that a client mails R&D an incorrect frame, the client may send us another frame for fulfillment or cancel the job for a 50% credit.
R&D will attempt to determine the viability of client-owned frames as soon as possible after receipt, but reserves the right to deem any frame unsuitable at any point during the manufacturing process (including the final stages). Clients should warn R&D and send any frame to R&D for evaluation if you have doubts about their viability. R&D will not provide reimbursement for any frame broken during manufacturing that has been used before or is not a current model.
Lost or broken nose pads, screws, and other materials will not be reimbursed by R&D. Any frame arriving to R&D in subpar condition, or any frame that is determined to be too brittle or damaged to withstand manufacturing will be sent back to the account in their next shipment or individually at the client’s expense. In instances where R&D rejects a frame, clients may provide another frame or cancel the job for 50% credit. If a job has been started and lens blanks cannot be reused in the replacement frame provided by the client, the original job will be cancelled at 50% cost and a new job will be placed and billed at full price according to R&D’s price sheet. If you decide to continue with the job despite the lab’s warning, you will not be provided a remake if any breakage occurs.
Frames sent to R&D must arrive clean. If frames are too dirty to use in an edger or interfere with the manufacturing process as determined by R&D staff, the client will be charged a cleaning fee. Any frame received by R&D that is a non-Rx frame must be replaced by the client or the job will be cancelled at 50% of its cost. Clients must pay return shipping if they desire the frame to be returned, or R&D can place the frame in the client’s next outgoing order at no additional charge.