FAQs

Shipping/Returns

Can I return my Julbos?

We accept returns of items within 30 days of purchase. Any return must be in new condition with the original packaging it came with. If an item doesn't have it's original packaging, expect a 15% processing fee on your refund. 

Do I qualify for a free return?

If you qualified for free shipping on your order, yes! To set up a return, please send an email to info@julbousa.com with a copy of your original order confirmation. We will then set up a return authorization and send a prepaid return label to your email. 

Where is my confirmation email?

If you didn't receive a confirmation email, do not fret, your order is most likely processing. Send us an email to info@julbousa.com and we will check on your order. 

Missing package?

Sometimes the carrier tracking information indicates that a package has been delivered, but you can’t find it. Before reaching out to us, please take the time to consider the following:

1. Delivery confirmation usually specifies where the package was left (e.g. mailbox or front porch), but this is often incorrect. Please check all doors and porches. Check with neighbors, as the delivery person may have gotten the address wrong. 
2. Check with your local post office. Sometimes packages are accidentally scanned as delivered, when in fact they were returned to the post office because of an issue with delivery (e.g. the package did not fit in your mailbox).
3. If you still cannot find your package please reach out to us so that we can investigate what might have happened. We will then open a claim if necessary. 

More information on our shipping and handling policy can be found here.

Warranty/Repair

What is covered under Julbo's Lifetime Warranty?

We make sunglasses & goggles for hardcore adventurers. That's why we back every pair of Julbos with a lifetime warranty for the original owner. If you have a manufacturing defect we'll fix them. RxLAB Prescription Julbo's have some warranty restrictions. Using non – Julbo lenses in our frames voids the warranty.

Though our warranty doesn't cover normal wear and tear such as scratched lenses, broken hinges, worn out temple arm covers, nose pads or accidental damage, we can still repair your Julbos. We also have common parts that will wear out from normal wear and tear available on the Spare Parts page.

How do I know if my sunglasses actually qualify for a warranty?

The best thing to do is send them to us and we’ll evaluate them. Please fill out the Warranty/Return form and send in with your frame. If it is a warranty issue we will fix or replace at no cost. If it’s not considered a warranty we will contact you with a quote to fix them. We only charge for parts, not labor or shipping back to you.

I’ve scratched my sunglass lenses. Is that covered under warranty?

We're sorry but scratched lenses are not covered under warranty. We can replace non-prescription Julbo sunglass lenses for you as long as we still have them available. 

Cost per lens set is:

Kids/Junior lenses: $10/set
Spectron/Polycarbonate lenses: $40/set
Polarized lenses: $55/set
REACTIV Photochromic lenses: $70-$92/set

We do not charge for labor or shipping repaired sunglasses back to you. Just fill out the Warranty/Return form and send in with your frame.

Do I need to include my receipt when sending in my Julbos?

No. Just send your Julbos and we'll work to get you back in business.

Does your warranty cover Julbo sunglasses with non-Julbo prescription lenses?

Sorry, it does not.

Does Julbo pay for shipping on warranties?

Julbo does not pay for the cost of shipping your warranty Julbo's to us. We will not charge for shipping them back to you. We do recommend sending your Julbo's to us in the most cost effective track-able manner possible.

Does your warranty apply to discontinued Julbo models?

Yes, Julbo warranties all sunglasses and goggles against manufacturing defects for the lifetime of the product. If we are not able to fix or replace your discontinued sunglasses or goggles with the same model we will replace with another comparable pair from our discontinued samples inventory. We do our best to come as close to your original Julbo's as possible.

What happens if I don’t like the replacement choices that you are offering to me?

If you don’t like the choices we’ve offered we’ll work something out with you. Our goal is to make you happy.

I have a pair of sunglasses with possible warranty lens issues. Can I return them and have you put in another type of lenses?

Sure, we will do this if another style of lens is available for the model being returned. If the requested lens set is more expensive than what you have we will charge you the difference between the two.

Can you send back my beloved warrantied Julbos when you send out my replacement frame?

Once you send your warrantied sunglasses in for replacement we cannot return them to you. So say goodbye to them before you send them off!

How do I get my Julbos repaired?

If your Julbos need to be fixed, we recommend sending them back to us. Our experts can't wait to bring your glasses back to "like-new" standards. If the repair falls under warranty, we’ll fix or replace them at no charge & return them to you. We'll do our best to repair your Julbo’s even if they're not covered under warranty. Once we receive your sunglasses we'll email you to let you know the cost of your repair. Please allow at least three weeks for us to complete your repair.

How much will it cost to repair my Julbos?

Every repair is different and repair costs will vary. We only charge for parts, not for labor or the cost of shipping them back to you. 

How long will it take to get my Julbo's back from repair or warranty?

It will take between 2 and 3 weeks. To ensure a speedy turnaround, make sure you fill out our Warranty/Repair form completely.

Can I replace just one Julbo lens?

Sorry, Julbo lenses only come in pairs. This keeps everything aligned and helps avoid distortion.

My lenses are dirty, how do I clean them?

Use warm water and non abrasive soap like Dawn dish soap to wash away gunk from the lens. Rinse them thoroughly and then let them air dry. They should be like new after. If your lenses have an anti-fog coating, keeping them clean will ensure optimum performance. 

Try not to ever wipe the lens if it has dirt on it. If you want to wipe your lens to get fingerprints or smudges off, only use a clean microfiber cloth.

OUT OF STOCK POLICY

Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. The email will also provide you with information on how to cancel the order if you would prefer not to wait for the item to be in stock again. Most out of stock items are in stock again within 2-3 weeks. We will do our best to inform you when your item will be back in stock when we contact you about the out of stock notification.

ORDER CANCELLATION POLICY

To cancel an order you have placed with Julbo, you must contact customer service by email (info@julbousa.com) or by phone (800-651-0833).

Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your order number, your name, and the date you placed your order.  Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund (minus shipping costs).

ONLINE RETURN AND EXCHANGE POLICY

Customer satisfaction is our goal. If you are unsatisfied with your product, you may return it within 30 days for a full refund or an exchange (shipping charges are nonrefundable). Please return your sunglasses and/or goggles in the same new condition and original packaging in which you received them. Julbo USA only accepts returns from US customers.  Please fill out this form (a fillable PDF form), print it out and include it in your package.

For more information please e-mail info@julbousa.com or call 800-651-0833.