Sales & Warranty Policy

Prices

All prices are FOB, Hilco Vision warehouse at published prices in effect when shipped. Orders received are subject to approval by Hilco Vision. Prices and item availability are subject to change without notice.

Terms

Net 30. A 1% late fee may be charged on invoices not paid within terms.

Order Placement

Orders can be placed online at www.hilcovision.com, by phone at (800) 955-6544, or by fax at (800) 995-2154.

Order Cancellation Policy

Orders older than 5 months (excluding AutoShip) and long-term manufacturer backorders will be automatically canceled. Orders containing customized products cannot be canceled.

Hours of Operation

Monday through Friday, 9:00 a.m. – 7:00 p.m. EST

Order Handling Fee

A $4.50 handling charge will be applied to each new order processed.

Warranty

All products are subject to manufacturer’s instructions and warranties. Hilco Vision does not provide any additional warranties beyond those offered by the manufacturer. Please refer to the manufacturer’s documentation for full warranty details on your purchased products.

Return & Exchange Policy

• Authorized approval and an RMA# issued by Hilco Vision are required prior to the return of any products.
• Complete the RMA form to initiate the return process and include a copy of the original packing slip to ensure proper credit.
• No products may be returned after 30 days from the date of purchase.
• Returned products must be in resaleable condition and in their original packaging for full credit.
• A 25% restocking fee applies for returns such as inventory balancing, canceled orders, or incorrectly ordered merchandise.
• Additional handling fees may apply if proper documentation is not included with the return.
• The following items are not eligible for return: personalized and custom items, discontinued products, pharmaceuticals, sutures, kits, displays, and opened or partially used products.

Product Return Form (RMA) →

Claims

Claims for products damaged in transit, shipment shortages, or order errors must be made to Hilco Vision within 5 days of receipt. For items being returned for review, proof of delivery (e.g., a tracking number) must be provided within 60 days of invoicing. Credits cannot be processed without proof of delivery. A service charge will apply for any requests past the 60-day limit. Hilco Vision does not assume liability for practitioner or user compliance with state law or product instructions for use.

Service & Shipping Times

Hilco Vision makes every effort to ship non-custom, in-stock items within 24 business hours of order placement. Every effort will be made to expedite rush orders when requested.

Refrigerated pharmaceuticals ship separately, Monday through Wednesday only (excluding holidays), within 24 business hours of order placement. Effective June 1, 2026, cold-ship rates are flat per order regardless of quantity:

• 2-Day Service: $22.50 per order
• Overnight: $45.00 per order

The shipping charge applies once per order regardless of the number of cold-ship items included. All cold-ship items are non-returnable. Orders placed after the Wednesday cutoff will ship the following week. For the full cold ship policy, item reference list, and holiday schedule, visit our Pharmaceutical Cold Ship Policy page.

Method of Shipment

We ship via UPS, FedEx, and USPS. Hilco Vision cannot ship to PO boxes.

Credit Cards

Hilco Vision accepts MasterCard, Visa, and American Express.

Pharmaceuticals & Ophthalmic Supplies

Pharmaceuticals and ophthalmic supplies may not be available in all jurisdictions. Hilco Vision requires a State Medical License on file for prescription pharmaceutical shipments. To prevent shipment delays, please reference your current State Medical License number on all orders. Contact our Customer Care team at (800) 955-6544 for product availability.

For refrigerated pharmaceutical shipping rates, schedules, and holiday closures, visit our Pharmaceutical Cold Ship Policy page.

Promotion Disclaimer

All promotional offers are subject to terms, conditions, and availability, and may be modified or discontinued at any time without notice.

Eligibility

Promotions are valid only for direct billing customers placing orders through HilcoVision.com, by phone, or via email. Offers are not valid on past purchases, are non-transferable, and have no cash value.

All product and freight discounts exclude: Value Eyewear Cases, Fashion Eyewear Cases, Liquid Cleaners, Industrial Liquid Cleaners, Other Cleaners, Bulk Towelettes, Personalized Products (Optical and Non-Optical), Vision Protection Express, RX Safety, Sports & Sun.

Items marked as Everyday Low Price are not eligible for additional promotional discounts.

Cold Ship Pharmaceuticals are excluded from freight-related promotions. For details, refer to our Pharmaceutical Cold Ship Policy.

Shipping promotions apply only to non-residential addresses within the continental United States.

Other

Hilco Vision reserves the right to refuse orders and correct pricing and/or content errors in any of our sales and marketing materials.