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Customer Service

  • EMAIL: SHOP@ARC-IRIS.COM
  • ARC-IRIS LLC
  • PO BOX 2963
  • POCATELLO, IDAHO
  • 83206
   

Shipping & Delivery

We use both USPS and FedEx as shipping carriers. Once the product is picked up by the carrier, arc-iris.com will send the buyer corresponding shipping and tracking info.

The price of shipping is calculated based on size and weight of the product(s), along with the desired method of transit, and final location of delivery.

"Out of Stock" items are noted on arc-iris.com. We are working hard to restock these items as soon as possible. Please check back in a few days to see if your desired product has been restocked, and is ready for order.

Processing: All orders are processed and shipped within 1 to 2 business days from Pocatello, Idaho for in stock items. Tracking usually takes 24 -72 hours to populate after it is delivered to the shipping company.

Business Hours: Monday - Friday 9a-5p Mountain Time. Please be considerate of our exploring/adventuring time on the weekends and evenings! 

USA

USPS FIRST CLASS MAIL ~5 Day: Please allow 7 business days for processing and shipping delivery. If your package has not arrived please contact USPS directly 1 (800) 275-8777 or use a form on their site HERE;  have your tracking number ready. You can find this in the confirmation email that we sent to you. Search Arc-Iris in your email inbox. If you can not find the confirmation email please check your spam folder. If you are still having problems please email shop@arc-iris.com and give us all the details you can!

INTERNATIONAL

USPS FIRST CLASS ~15-20 Day: Please allow 17-22 business days for processing and shipping. If your package has not arrived please contact USPS directly 1 (800) 275-8777 or use a form on their site HERE;  have your tracking number ready. You can find this in the confirmation email that we sent to you. Search Arc-Iris in your email inbox. If you can not find the confirmation email please check your spam folder.

Arc-Iris is not liable to pay Import or Customs taxes or other taxes associated with international shipping/importing/exporting.

   

Essential Information For Frame Care

-- Avoid too high temperatures, too much moisture and aggressive cleaning products.

-- Do not use an ultrasonic cleaning device such as is used for jewelry.

-- Never bend the frame or subject it to a heavy weight.

APPEARANCE

Please be aware that no two pieces of wood are identical. Therefore, no two products from Arc-Iris will be exactly alike. Product photos on this website should be used solely as a guide to what a product will resemble, not as an exact representation.

The uniqueness of wood makes it impossible to supply an exact picture of each product. Differences should be expected in each product’s construction, as minor cosmetic changes are inherent to the Arc-Iris handcrafted manufacturing process.

Thankfully, our unique product construction guarantees individual attention to detail and quality assurance in every product that leaves the shop.

quality assurance

Each one of our glasses are assembled by hand. It then goes through rigorous quality checks including but not limited to: 

  • Hinge Alignment
  • Anchor Stress Test
  • Parts Fitment 
  • Visual and Physical Evaluation
  • Finish Quality Evaluation
  • In House Optical Installation
  • In House Custom Packing

CHANGE AN ORDER BEFORE IT SHIPS

We usually ship the same day so if you made a mistake please let us know ASAP. Please email shop@arc-iris.com with the change!

 

Need to Return an Item?

Before returning an item, please send an email to: shop@arc-iris.com You must notify us of any return so that we will be expecting your package. Returns that are sent without our prior knowledge will be refused.

We ask that you first email us, so that we can arrange for a refund, or check our stock for an exchange.We will then instruct you how, and where to return the item.

Proof of purchase and original packaging are required for eligibility. All items must be in 100% new, unused, unworn condition. We will not accept or refund accounts that do not meet this criteria. Items must also be returned within (30) days of delivery.

You may exchange your item, if it meets the above criteria. The purchaser must pay for all shipping (both return of item, and shipment of new item).

We advise you to insure your package if you are returning a product. Arc-Iris will not refund/return products that are lost on the shipping carrier during the return.

We do not refund shipping costs or credit card fees. They will be deducted from the total amount of your refund.

   

Warranty

All Arc-Iris products are subject to a 1 year warranty. This warranty is against manufacture defects and is only valid with proof of purchase from Arc-Iris.

Arc-Iris reserves the right to determine manufacturing defects and warranty eligibility.

We will warrant the item if it is logical that the manufacturing process deemed the product defective. An example of this would be delamination of a frame. An noninclusive list of things NOT covered by warranty are; scratched lenses/frames, sat on my glasses, crushed glasses in pocket, etc. We ask the purchaser to read the care card that comes with all Arc-Iris products thoroughly, and follow those practices depicted on the card.

To submit a warranty request please click HERE

   

Retail / Wholesale / Distribution / Custom Projects

For retail inquiries, please email us at salesforce@arc-iris.com

View our retail or custom project Terms and Conditions HERE

For sales rep opportunities, please email your cover letter, resume, and territory location to salesforce@arc-iris.com

   

Privacy / Security / Internet Terms and Conditions

Please review our privacy policy in the following link. arc-iris.com/privacy-policy