FAQ
1) Are my damaged OTIS sunnies covered under your Lifetime Warranty?
Our Lifetime Warranty guarantees your shades from any defects that are the direct result of poor workmanship or faulty materials. We stand behind our products 100%. If a legitimate warranty is presented to us and is determined to be the result of defective materials and/or craftsmanship, we’ll do everything we possibly can to get the defective pair of shades out of your hands and replaced immediately.
However, scratched or broken lenses are not manufacturing defects. Similarly, damage that occurs as a result of mishap or misuse are also not indicative of faulty materials or workmanship and therefore may not be covered under warranty. Please be mindful of that prior to submitting a claim.
2) I’ve had an unlucky mishap with my OTIS, do you have a repair service?
Yes, we do for certain aspects of care relating to the frame, frame materials or other components used in the assembly of your sunglasses – like hinges, nose pads, temples, etc. However, the OTIS Support Team cannot typically repair Broken or Scratched lenses.
If you feel you have a repair that falls within the guidelines above, please submit a claim through the Repair link we’ve provided. Once confirmed, you’ll carefully package up your OTIS sunnies and send them to the address on our Support page. Once we’ve had a chance to review and repair them, we’ll do our best to get them back into your hands as soon as possible.
3) I’ve had my OTIS for a few years, but I’ve managed to damage them, can I still have them repaired?
We generally keep enough components on-hand, to outlast the generous life cycle we typically allot for an OTIS product. If you’re OTIS frame is now part of our “VAULT” collection, it means they're likely discontinued now and we do not have the components necessary for repair.
4) If I send in my non-polarized model, can you replace the lenses with POLARIZED mineral glass lenses?
Unfortunately, we cannot. Our polarized lenses are made from mineral glass and manufactured with extreme precision. OTIS polarized mineral glass lenses go through a technical and methodical process of fine grinding and polishing to produce two identical lenses. They are then fused together encasing the OTIS polarized filter. Simply put, a traditional non-polarized UV400 lens wouldn’t fit into a polarized frame, and vice versa.
5) I purchased my OTIS online; do I have to return them to this store to have them repaired?
While the store may also want to provide premium customer service to you, we suggest the option of dealing with us directly. If you’d prefer to deal with OTIS direct, please follow the steps on our support page.
6) My hinge screw is coming loose, is this covered under warranty?
Yes, if it’s necessary. Our technicians will gladly assess your OTIS shades to determine whether, or not, the stainless-steel hinge has been threaded (causing the screw to loosen) or if it’s just a case of the screw and hinge needing a service. An alternative to your OTIS shades being with our Technicians for a couple of weeks, is to cruise down to your local optometrist. Most of the time they’ll happily tighten your hinge screw for a smile and/or a small fee. Either way, remember that a screw is a moving component and it’s bound to show small signs of wear, over time.
7) Will OTIS ever manufacture a plastic/polycarbonate lens?
No. There's enough plastic.
8) My OTIS have a scratch in the lens, I thought you said they were scratch proof?
We’ve never claimed our lenses to be scratch PROOF. What we do claim though, is that OTIS lenses are made from the most scratch RESISTANT and optically-correct lens material in the world - hands down.
9) If I send a self-addressed, stamped envelope to your office, will you send me back some stickers?
Sure. Simply contact us with your postal address.
STANDARDS
These sunglasses meet or exceed the following standards:
USA Standard ANSIZ80.3 (2018)
Australian and New Zealand Standard AS/NZS 1067, 1, 2016 & AS/NZ 1067, 2, 2016
European Standard ISO 1:2013 & ISO 12311:2013
All Otis sunglasses bear the CE mark which demonstrates that our products meet the requirement of the European directive Regulation (EU) 2016/425
89/686 EEC and meet the requirements of prEN 1836:1996