FAQ
SHOULD I CHECK OUT AS A GUEST OR SIGN UP FOR AN ACCOUNT?
Checking out as a guest will give the bare minimum required information to fulfill an order, but if you have an account with Hoven Vision, you can log into your account and view the status of your order, and keep track of your order history.
I AM EXPERIENCING TECHNICAL DIFFICULTY, CAN I ORDER BY PHONE?
If, for any reason, you are not able to order online, we will gladly take your call and place your order via phone. Call our Customer Service at (949) 369-1976. Customer Service hours are Monday through Friday 9:00am - 5:00pm PST.
WHEN WILL MY ORDER SHIP?
Orders are processed and shipped from Monday to Friday between 9am to 4pm. Please allow up to 24-48 business hours for "in stock" items to be shipped. Please note that choosing an expedited shipping method will not reduce processing time, but once the order is complete, it will be shipped via the method chosen at checkout. (Please note that orders placed after 12pm PST on Fridays through the weekend, will not ship out until the following Monday.)
Orders are processed and shipped from San Diego, CA, Therefore, depending on your shipping method and distance from the shipping origin, delivery may take 1-7 business days.
ACCEPTED FORMS OF PAYMENT?
We accept Visa, MasterCard and American Express.
WHEN WILL MY CREDIT CARD BE CHARGED?
Your credit card will be charged when your order has shipped.
DO I NEED TO PAY TAXES?
Only customers in CA are required to pay sales tax.
SHOULD I LEAVE MY SUNGLASSES IN THE CAR?
High temperatures can warp the shape of frames and lenses, and therefore it is not advisable to leave your sunglasses in the car. Any warping, as a result of leaving your shades in the car (or in any high heat temperatures), is not covered under warranty. Do so at your own risk.
CAN I RETURN AN ITEM?
You have 14 days, from the date of delivery to return your shades for exchange or refund (less shipping). The product must be in perfect, re-sellable condition (with all packaging), otherwise your item will not be accepted.
We do not provide pre-paid labels for returns, so you may use any carrier of your choice. Fill out the Customer Return Form on your Packing Slip and send the sunglasses postage paid, and insured to:
Hoven Returns
4901 Morena Blvd Suite #801
San Diego, CA 92117
IMPORTANT: Please note the following information in your return:
*Proof of purchase (date must be legible on receipt)
*Name
*Email address
*Phone number
*Address
*Reason for return
*SKUs for the models you would like to exchange for OR note that you would like a refund
You will then be sent a confirmation that your sunglasses have been returned and credited. If you are making an exchange and have noted the model(s) you would like to exchange for, you will also receive an order confirmation for the exchange order.
WHERE CAN I GET EXTRA SCREWS FOR MY SUNGLASSES?
Click the link and fill out the form to order extra screws: Sunglass Screws
WHAT IS YOUR WARRANTY POLICY
LIFETIME LIMITED WARRANTY
Hoven warrants their sunglasses against breakage due to defects in material and workmanship for one year from the date of purchase. Scratched or damaged lenses, and warped frames due to high heat are considered normal wear and are not covered under warranty.
If service is required, please pack your product in a sturdy cardboard box with protective packaging and use a shipping service that offers both insurance and tracking to ensure safe delivery of your product. Hoven is not responsible for packages lost or damaged in transit. Also, please note that consideration for warranty replacement will be nullified for improper packaging as we are not able to determine manufacturer defect if the product is damaged in shipment.
We do not provide pre-paid labels for returns, so you may use any carrier of your choice. Please send the sunglasses with proof of date purchased, postage paid and insured to:
Hoven Warranty
4901 Morena Blvd Suite #801
San Diego, CA 92117
WARRANTY REQUIREMENTS
1. Your complete name, current return address, telephone number and email address.
2. A brief description of the problem or service you are requesting.
3. A copy of your dated receipt.
After the first year or if no valid proof of purchase can be provided we require a replacement and handling fee of 60% of MSRP which can be paid by enclosing check or money order made out to Hoven. If you prefer to pay by credit card, please note so and we will email you a confirmation when your order is ready to ship. At that point, you will give us a call to make payment over the phone.
If sunglasses are returned within the first year with valid proof of purchase and Hoven finds that the breakage was due to a defect in material or workmanship, the sunglasses will be repaired or replaced at our discretion and returned to the sender free of charge. Customers outside of the 50 United States only: please note that payment is required on the return shipment to you. You will receive an email confirmation of the cost. At that point, you will give us a call to make payment over the phone.
In the event that the damage is not due to a defect in material or workmanship additional repair charges may apply. In this event, you will receive notification of additional charges through email.
CONTACT INFORMATION
Call us at: 949-369-1976
Monday - Friday 9:00am-5:00 PM PST
Email us at: info@hovenvision.com
A service representative will be happy to assist you in identifying your Hoven product and determine the best course of action for your warranty/repair claim.