Shipping policy

Last updated: June 9, 2026

Every pair of basn5 glasses ships from our lab in California. Here is what to expect between checkout and your doorstep. Questions about an order in transit? Email help@basn5.com with your order number.

Processing time

• Non-prescription orders — signature combinations ship within 2 business days; custom combinations built through customize ship within 2–5 business days.
• Prescription orders are made to order: your lenses are surfaced, coated, cut, and installed to your frames by our lab. Estimated production is 7–12 business days from your confirmed prescription — and, if you chose home try-on, from the day your returned try-on frames arrive back at our lab and are processed.
• Home try-on orders ship on the non-prescription schedule above (the try-on frames carry non-prescription lenses); your prescription lenses go into production once the frames are back with us.

You will receive an email with tracking the moment your order ships.

Shipping rates and delivery

Shipping options, rates, and delivery estimates are shown at checkout based on your address. Delivery estimates begin when the order ships, not when it is placed — remember that prescription orders include production time first.

Shipping insurance

For $10 at checkout you can add shipping insurance to any order. If an insured shipment is lost, stolen, or damaged in transit, we take care of it — we reship or resolve it directly, without making you file a carrier claim. For uninsured shipments, see “Lost, stolen, or damaged packages” below.

International orders

We ship worldwide. International delivery times vary by destination and carrier and are shown at checkout. Duties, import taxes, and customs fees are determined by your country and are your responsibility; they are not included in our checkout total unless explicitly stated. Customs processing can add time beyond the carrier’s estimate.

Address accuracy

Please double-check your shipping address at checkout — orders ship to the address exactly as entered. If you spot a mistake, email us immediately; we can usually correct an address before the order ships, but not after. If a domestic (US) order comes back to us as undeliverable or returned to sender, we will reship it once at no charge; any further reshipments, and reshipment of international returned-to-sender orders, are at your cost.

Lost, stolen, or damaged packages

If your order arrives damaged, that is always on us — contact us within 14 days and we will remake, replace, or refund it as described in our Return & Warranty Policy, whether or not you bought insurance.

If tracking has stalled or a package is marked delivered but missing: insured shipments are reshipped or resolved; for uninsured shipments, contact us and we will work with you and the carrier to track it down and file a claim.

Contact

Tajima Direct LLC dba basn5
help@basn5.com