Frequently asked questions.
Ordering and Processing:
How long does it take to process and ship my order?
Orders placed before 12:00 pm pacific time zone will be processed and shipped that day, any order after that will be shipped out the following Business day. We do not process or ship any order on weekends or national holidays.
Where to add discount code?
The Gift Card/Discount Code box is on the upper right hand of the screen of the checkout page
Why is my card not working?
There can be many reasons why a credit card isn’t working but the most common reasons are:
- Credit Card information was put in incorrectly
- Insufficient funds, or card is locked.
If all information has been put in correctly and your card still isn’t working we suggest contacting the customer service number located the back of your card - They will be able to tell you exactly why it is not working.
How do I add another item to existing order?
Unfortunately, we cannot add items to an existing order. You will have to place a new order for any additional items.
How can I change shipping address on an order I already placed?
If you have put the wrong shipping address on your order you can e-mail: info@heatwavevisual.com please include your order number and your correct shipping address.
You only have a short window to change the shipping address to an order and once an order has been shipped there is no way for us to make any changes. So please make sure to double check all information when placing your order.
Shipping:
We currently offer free shipping on all orders shipping in the contiguous USA.
The easiest way to find out how much your total will be with different shipping methods is by adding the item(s) that you would like to purchase to your shopping cart. Once you have everything you want click the “View Cart” button at the top of the page. From the cart page, select your address and then your shipping method. The cost displayed is the exact price you will pay for the product and shipping. This can be done without creating an account or purchasing anything.
What are the transit times?
| Shipping Method | Transit Time (Estimated) |
| Free Shipping | 5-10 business days |
| USPS Ground Advantage | 5-7 business days |
| USPS First Class Package International | 3-6 Weeks |
Who pays for International Duties/Taxes?
The customer is responsible for applicable taxes and duties charged by your governments customs office
Order says delivered but I did not receive the package yet.
In many cases a package is a package will be marked as delivered even when it is still in transit but if you could do the following before contacting Heatwave Customer Service:
- Contact your local Post Office and see if the package has arrived at the facility (please give them your tracking number)
- Inquire any neighboring units, complex management (for apartments/condos), etc. to see if the package has been misplaced
If the package is not located after taking those steps then please e-mail: Info@heatwavevisual.com regarding your lost package.
Product Questions, Instructions, and Maintenance:
Do all Heat Wave Visual glasses meet ANSI z87 requirements?
How do I change arms and lenses?
The following link will take you to our instruction page that has the direction both written out and had images and videos to help guide you: https://heatwavevisual.com/pages/customize-your-shades-on-the-fly-no-hardware-or-tools-required
How do I clean and maintain the shades?
Your Heat Wave Visual® frames and lenses feature coatings that require special care to avoid scratching. Clean lenses only with provided microfiber bag / cloth. If the frame or lens needs additional cleaning use only mild soap and water, or a designated optical cleaning solution. Cleaning lenses with anything other than the provided cloth can scratch or damage the lens and coating. Scratched lenses are not covered under warranty. Always store sunglasses in provided bag, and preferably in a cool dry space, away from excessive heat or direct sunlight.
What are the measurements of the different styles of glasses?
Here is a diagram showing the basic measurements of all the current Heat Wave Visual eyewear: HEAT WAVE FRAME MEASUREMENT CHART
What are your widest fitting shades?
Returns and warranties:
Received wrong product?
If the product you received is different than what is on your invoice you can e-mail us at: Info@heatwavevisual.com and our customer service representative will be able to get the correct products to you. Please make sure to include your order number and pictures of the products you received.
What is covered under the warranty?
Heat Wave Visual, Inc. guarantees all of its products against manufacturer's defects for a period of 12 months from the date you received it. We will replace any defective or malfunctioning product at no charge to the customer. This warranty does not cover normal wear and tear, including but not limited to: scratched lenses, accidental damage, loss or theft of product, or misuse as determined by Heat Wave Visual, Inc.
How do I start the warranty Process?
To start the warranty process you would e-mail: info@heatwavevisual.com and please include order number, pictures of products, and a brief description of the warranty issue.
General Questions or Concerns:
Can I get stickers?
If you send us an envelope with a prepaid return label (or self addressed stamped envelope) on it and we will load it up with some stickers.
Send to:
Heat Wave Visual
8840 Forest St.
Gilroy, CA 95020
Where can I try on or order shades in person?
The following link is to our store locator: https://heatwavevisual.com/pages/heat-wave-visual-retail
*Stores will not have all the customize options that you see on the website.
