Refund policy
IB/E OPTICS GmbH
Passauer Str. 13
94078 Freyung, Germany
www.ibe-shop.com
Widerrufsrecht / Refund Policy & Return Policy
If the circumstance arises that you're not pleased with your merchandise, returns or exchanges will be accepted 7 Days after the date of delivery for store credit less a 20% restocking fee.
SHIPPING & DELIVERY
SHIPPING DESTINATIONS
We ship both domestic and worldwide from our warehouse in Freyung, Germany, - throughout the U.S., Canada and to over 200 countries.
SHIPPING TIMES
We make every effort to get your order to you as soon as possible. Orders for in-stock items placed on business days are generally shipped within 12-24 hours. Please note, weekend orders, placed on Friday's after 1:00PM (MT) will be processed on the following Monday. If there is a problem with your order, you will receive an email within 1-2 business days to advise you about the situation.
Domestic orders take approx. 3-7 business days to be delivered via DHL, TNT or UPS Ground (carrier) and we ship within approx. 12-24 hours.
International orders take approx. 3-5 business days to be delivered via DHL Express Worldwide (carrier), UPS or TNT and we ship within approx. 12-24 hours.
Shipping time might vary depending on location, shipment method and other factors.
Delivery by a certain date or time is an estimate ONLY, it is not a guaranteed service.
PLEASE NOTE: International orders may require you to contact your local customs office to have your package released. Some orders may incur an additional tariff.
SHIPPING COSTS
Shipping charges are not included in our pricing. We ship from our warehouse in Freyung, Germany, - shipping cost will be calculated automatically based on the weight of the package and your shipping address during the checkout process. Please place your order in the shopping cart to view shipping charges. Full price will be displayed at checkout.
INTERNATIONAL SHIPPING
We ship throughout Germany and to over 200 countries worldwide.
International shipments are subject to import fees, duties, and taxes to be paid by the recipient.
In addition to the brokerage fees, custom clearance charges that may also be imposed by the carrier to be paid by the recipient.
Shipping and custom fees will be calculated at checkout.
If an International shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees or shipping charges incurred from this return will be the responsibility of the customer.
IMPORT OR CUSTOM FEES
International taxes might be applied depending on your country's taxes policy.
Customs duty is calculated as a percentage of the customs value of the goods.
The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.
The customs value is made up of: the price paid for the goods, the insurance cost and the shipping cost.
Shipping and custom fees will be calculated at checkout.
If an International shipment is refused and/or returned, any taxes, duties, custom fees, brokerage fees, shipping charges, costs of returning the package as well as the original purchase price incurred from this return will be the responsibility of the customer.
WHAT SHIPPING CARRIER DO YOU USE?
Domestic - TNT, DHL
International - TNT, UPS
DO YOU SHIP TO P.O. BOXES?
No, we are not able to ship to either P.O. boxes or APO/FPO addresses at this time.
HELP! PACKAGE RETURNED TO SENDER.
My package was returned to sender, what do I do now?
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will notify you via the email address provided. There will be additional postage require to reship.
Returned undeliverable packages are subject to our standard 3-5 business day processing time.
WHY WAS MY PACKAGE RETURNED TO SENDER?
Packages can be undeliverable for many reasons: incomplete or incorrect address; addressee not at address (unknown, moved or deceased); unclaimed; refused by the addressee...
DO I GET A REFUND IF MY PACKAGE IS RETURNED TO SENDER?
Once a package has been accepted into the carrier post stream, the shipping charges will not be refunded, those funds were used in shipping the package to you.
We can either reship the product a second time for an additional shipping fee or we can issue you a store credit for the product.
SPLIT SHIPMENTS
If an order is shipped separately, will there be a double shipping charge?
Yes, this is referred to as a "Split Shipment" and will require an additional shipping fee which must be paid prior to shipment of in-stock items(s).
ORDER INFORMATION
ORDERS PLACEMENT
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order – do so by going to the card and clicking “checkout”. Follow the instructions by providing us with delivery information and select payment method for the goods – we will ship your package within 24-48 hours.
TRACK MY ORDER
We will email you a tracking number as soon as it is available. Just click on the "tracking number" to view status of your package. NOTE: It may take approx. 24-48 hours to be updated online before you will see movement within the carriers system.
HOW LONG BEFORE I RECEIVE MY ORDER?
Estimated arrival of orders, after your shipping notification email is received: Domestic approx. 3-7 business days / International approx. 15-30 business days
HOW DO I CANCEL MY ORDER?
You can "only" cancel your order provided it has not yet entered the shipping process - by emailing our customer service department at shop@ibe-optics.com
If the order has entered the shipping process, it cannot be cancelled.
Once your order has shipped and is in route, it cannot be cancelled.
If the delivery is refused, the shipping and handling charges for both ways as well as a restocking fee of 25% will be deducted from the credit.
CAN I CHANGE MY ORDER?
When an online order submission has been received, a delay of approx. 12-15 hours typically occurs before the order is processed. Once the order is has been processed, no changes or cancellations are possible.
COMBINING ORDERS
Orders can only be combined if they have not yet entered the shipping process. Contact us immediately at shop@ibe-optics.com as processing typically occurs within the first 15-24 hours.
BACKORDERS
We strive to keep most items in stock for immediate delivery. In the event that an item is on back-order status, we will keep the order open unless told to cancel it. When the item is in stock, we will ship it out to you.
Due to high international shipping costs, taxes and duty fees, we cannot ship any international order that includes back-ordered items. We will hold the entire order until all items are in stock and available to ship.
Customers may request that in-stock items be shipped as soon as possible, and back-ordered items ship when available. This is call a "Split Shipment" and will require an additional shipping fee which must be paid prior to shipment of in-stock items(s). Contact us if you wish to cancel, change or split your order at shop@ibe-optics.com
PRE-ORDER ITEMS
ALL pre-order items are estimated to process in 12-15 weeks after your order date. In order to keep our system flowing seamlessly, we ask that you do not purchase in-stock items at the same time as a pre-order item. If in-stock items are purchased with pre-order items, we will either refund your in-stock items or split the shipment and require additional shipping fees.
PRICE ADJUSTMENTS - NOT RETROACTIVE
Prices can fluctuate and change at any time, but they are not retroactive. There will be no price adjustments to an order after the purchase is final. This includes items and shipping costs.
WHY WASN'T MY PACKAGE DELIVERED?
We want you to feel secure ordering from Prism Lens FX. We know that there are other retailer options and we appreciate that you trusted us with your purchase! We have a committed logistics team and the utmost trust in our carriers. However, we do recognize that in rare cases, things may not go according to plan, and we have an established procedure for handling such occasions. We got your back!
There are some important things to remember while you wait for your package:
Tracking information is available with your tracking number. You can use this tracking information to view the most up-to-date tracing from the carrier.
With your tracking number you will be provided an estimated delivery date. Your package should arrive on or before this date. In some cases, situations outside our control happen and the package may take a little longer to arrive than estimated. Keep an eye on your tracking information for the most up-to-date status of your package.
WHAT IF MY ORDER SAYS DELIVERED, BUT IT IS NOT THERE?
This can be concerning, but before contacting Customer Care, please check the following:
Check with family members, neighbors, co-workers, a building manager, apartment office, or others who may have accepted your order on your behalf.
The carrier may have placed your order somewhere near your door, out of plain view. Look for your order in places such as the back door, garage, or behind bushes. Check your tracking information to see if a location was noted.
UPS has a service called UPS Access Point. If you are not available for your delivery, the delivery driver may take your package to an Access Point for you to pick up. Check your tracking information to confirm the delivery location.
Allow 48 hours - in rare situations, or during peak delivery times, packages may state delivered up to 48 hours prior to their arrival.
If it has been 48 hours past your delivery notification and you still haven't located the delivery, contact our Customer Care Team at shop@ibe-optics.com for further assistance.
WHY WAS MY ORDER CANCELLED AS SUSPECT FRAUD?
Our fraud team analyzes each and every order to protect you and ensure your card hasn't been used fraudulently and your details are safe and secure.
If your order was tagged with a "high risk" for fraud it may be cancelled.
If you believe that this was done in error, please email us at shop@ibe-optics.com and we will be able to help you out further with this matter.
SOME POSSIBLE INDICATORS:
Shipping and IP addresses are located in different locations, often hundreds or thousands of miles apart
The billing address is list in one country, but the order was place from a different one
Billing address or credit card's address wasn't available
Billing address Zip or postal code isn't available to match with credit card's registered address
There were multiple payment attempts made
Payment was attempted with multiple credit cards
PAYMENTS
PAYMENT METHODS
We accept the following payment methods: Visa, MasterCard, American Express, Discover, Diners Club, Apple Pay, PayPal, Venmo, Shop Pay, Google Pay, Elo, JCB and Prism Lens FX Gift Cards.
Your card will be charged and the funds are authorized as soon as your order is placed.
Please provide the correct billing information for the card being used. Billing information includes name, address and phone number of the card owner as recorded by the bank or card issuer.
If using a shipping address that is different than the billing address, please provide a valid phone number for the shipping address.
VERIFICATION PROCEDURE
Some orders might be subject to our verification procedure before we can process it. For your protection from credit card fraud or identity theft, we may ask you to verify that you're the card owner or that the order and the ship-to information are valid. If your order requires verification, you will be notified by email or phone prior to shipping. It is essential that valid phone numbers and email addresses are provided.
RETURNS or EXCHANGES
RETURN POLICY
If the circumstance arises that you're not pleased with your merchandise, returns or exchanges will be accepted 7 Days after the date of delivery for store credit less a 20% restocking fee.
Any returns or exchanges REQUIRE a return authorization, no refunds or credit will be issued in cases when such approval has not been granted.
You have 7 days from the date of the receipt to obtain this authorization.
For a return authorization number (RMA) please email: shop@ibe-optics.com
The issued RMA number will be valid for 7 days. The return shipment must be received within 7 business days of the authorization.
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow 5-7 business days for inspection and exchange of the item.
All returned or exchanged items must be in new condition (unless defective), in their original box, and must include all packing material, and all accessories.
One time exchange ONLY.
Shipping costs associated with each return will be the customers responsibility unless the item is received damaged.
Shipping fees at the time of the order will not be refunded.
We are not accountable for any return shipments that are lost or delayed.
We cannot accept any COD shipments.
Prism Lens FX reserves the right to refuse any return or exchange.
We will not accept any returns because the package was not delivered "on time" or "in time" as delivery dates and times are estimated only and not a guaranteed service.
RETURN SHIPPING COSTS
Shipping costs associated with each return will be the customers responsibility.
Please return items to:
IB/E OPTICS GmbH
Passauer Str. 13
94078 Freyung, Germany
RE-STOCKING FEE
A 20% restocking fee will be assessed for all returns.
NON-RETURNABLE ITEMS
Items marked as final sale or discounted.
Special order items.
Free gifts or promotional items with retail value.
RETURN ADDRESS
Please return items to:
IB/E OPTICS GmbH
Passauer Str. 13
94078 Freyung, Germany
ALL returns or exchanges REQUIRE a return authorization, no refunds or credit will be issued in cases when such approval has not been granted.
IB/E Optics reserves the right to refuse any return or exchange.
THE FOLLOWING WILL DISQUALIFY AN ITEM FROM BEING RETURNABLE:
Manufacturers original packaging is missing, incomplete, damaged or defaced.
Missing or damaged accessories, etc.
Product is not in acceptable condition for resale(scratched, damaged, etc.)
No returns will be accepted without a return authorization number (RMA).
IB/E OPTICS GmbH is not responsible for your order not arriving by a certain date, and we will not authorize a return. All shipping times are estimates only, not a guaranteed service and are clearly stated as such.
DAMAGED OR MISSING ITEMS
Damaged in Delivery: If there is damage to the package or item, please keep the original shipping carton and contact us immediately at shop@ibe-optics.com so we can file a damage claim with the carrier. Damage must be reported within 7 business days of delivery. Please don't return the merchandise without going through these steps, as it delays the replacement of the order or the issuance of a credit.
Missing Items: All missing items claims must be reported within 7 business days of delivery. Please note that all packages are weighed before leaving our warehouse. Let us know if your package was tampered with. Photos would be greatly helpful for the carrier and our staff to investigate. Contact us at shop@ibe-optics.com to report any missing item from your shipment.
REFUNDS
WHEN WILL I RECEIVE MY REFUND?
We'll apply your refund to your original payment method. In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card. Refunds issued to a bank account or pin-less debit typically take 10 business days to reflect on the account balance. This time frame may vary from one financial institution to another.
CAN I RECEIVE A REFUND ON AN ALTERNATIVE PAYMENT METHOD?
We can only process refunds to the original payment method. We can also offer site credit for the total refund amount.
SITE CREDIT
Site credit may be issued as an alternative refund method. Site credit never expires and is super easy to redeem! Just reach out to us at shop@ibe-optics.com to process an order using a site credit.