Frequently Asked Questions
We are determined to maintain the same level of confidence among our customers. Today, our facilities around the world are up and running, including our warehouses, labs and production plants in U.S., Italy, and China. We have decided to partially reduce our production to implement strong health and safety protocols. Since Luxottica always maintains a good level of inventory, we expect to have you covered. In terms of safety, our vertically integrated supply chain allows us full visibility of the manufacturing and distribution process. When our products leave our factory, they do so in a safe, clean manner, packed and shipped by a carefully trained staff member after undergoing extensive checks.
We are determined to maintain our commitment to our customers. Our vertically integrated supply chain allows us full visibility of the manufacturing and shipping process. When our products leave our factory, they do so in a safe, clean manner, packed and shipped by a carefully trained staff member after undergoing extensive checks. In the coming weeks, if you have any questions about our products, please do not hesitate to ask. We remain open 24/7 online at https://nativeyewear.com/.
Our courier service partners are using their logistics network to minimize service impacts so we can continue to deliver the best possible service to our customers.
Our customer service team will continue to work and provide the same great service and aftercare as usual, though there might be a slight delay in response. For any queries related to your purchases, please contact the customer service team through the online form https://www.nativeyewear.com/en-ca/contact-us.
When you buy online you avoid close contact with people who might be sick. All our courier service partners have strict protocols in place to ensure all precautionary measures are followed.
Depending on the courier, you may even request contactless delivery — in which couriers drop off the package at your door or at a designated location without any personal interaction — to reduce the risk of person-to-person transmission for both you and the courier worker.
Current research, which is still evolving, shows that the chance of spreading the virus through the eyes is possible, but rare. Studies found only a small amount of virus in tears of infected individuals. That said, in alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.
While glasses may potentially provide some protection from COVID-19, that protection is limited to the shielded area of the eye. The virus can still reach your eyes from the exposed sides, tops and bottoms of your glasses. In alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.
COVID-19 is thought to remain on some materials for hours or days. For this reason, it is advisable to regularly clean your glasses. A standard hand soap or glasses cleaning spray that contains detergent should be effective at removing potentially harmful microbes. Using antibacterial products such as hand sanitizer or household cleaning spray to clean your glasses is not recommended. This is because they probably contain alcohol or chemicals that could damage the lens surface of your glasses.
There are many studies that associate prolonged computer use with eye strain and discomfort. Ocular surface dryness (due to infrequent blinking) can result in symptoms. To minimize this, you should follow the 20-20-20 rule: take a break every 20 minutes and look at an object 20 feet away for at least 20 seconds. You can also change your computer display brightness, increase font size and minimize glare with proper lighting.
Never use solvent or glass cleaner to clean your goggle lenses. The chemicals can remove the various lens coatings that make native lenses perform so well in the snow.
When you have snow or moisture on your lenses always use the provided microfiber pouch. Since snow’s crystalline form can scratch goggle lenses, shake off as much snow as possible before wiping gently. Whenever possible allow the lenses to dry naturally.
We have taken extensive measures to keep fog from forming on your native goggle lenses. In the event that fog does form on the interior of your lens, use only the microfiber cloth provided with your goggles. If you can allow them to dry naturally, the safest way to ensure the clarity of your lens is to avoid touching the interior at all.
Use the goggle pouch provided when goggles are not in use.
When storing your native goggles, make sure they are not under stress. Storing under stress can cause the frame and foam to deform.
Feel free to submit a claim using the link. It will take 3 to 5 business days do hear back from the team.
A copy of your proof of purchase is required to be considered for manufacturer’s defect claims. Please send a photocopy of your receipt, rather than the original, which should be kept for your records.
To be considered valid, the receipt needs to have been generated by an authorized Native dealer.
Finally, your proof of purchase must match the item(s) you are returning under this warranty.
If your original Native sunglasses or goggles style have been discontinued or is no longer available, we ask that you select a new style. We recommend that you go to a local Native retailer to try on some options before you make a final decision. If there aren't any Native dealers nearby, you can call Customer Service to ask for recommendations.
All substitutions are final. Customer service is happy to help if you have questions regarding the best replacement style. They can be reached at https://www.nativeyewear.com/en-ca/contact-us.
Native Eyewear reserves the right to reproduce all or any portion of any customer letter and/or photograph received in connection with this warranty in its advertising or promotional materials without compensation to the customer. The submission of any letter and/or photograph along with a warranty claim will constitute a license permitting Native Eyewear use and reproduction of all or any portion of the customer letter and/or photograph in connection with its business.
This warranty gives you specific legal right. You may have other rights that vary from state to state.
To change or cancel an order you recently submitted, please contact our Customer Care team as soon as possible and we will do our best to accommodate your request.
However, please be aware that as our system is designed to fulfill orders very quickly, after the first hour we cannot guarantee that it will be possible to cancel or change the order as it may have entered the shipping process.
Prop 65 was enacted by the state of California to inform consumers of chemical exposure. On May 11, 2015, Bisphenol A (BPA) was added to the list. When consumed, BPA can be harmful.
While some of our products contain trace amounts of BPA, they are not intended for consumption and we're confident in the safety of each and every pair of sunglasses and goggles. That said, we continue to look to castor-based resins and other alternatives to provide great solutions for our customers and we're proud that 100% of our 2016 and 2017 sunglass and goggle lines are made from eco-friendly materials.
For more information on Prop 65, please visit: https://oehha.ca.gov/proposition-65.