Patient Handbook & Office Policies
Effective Date: July 3, 2026
Welcome to The Optical Experience.
Our mission is to provide personalized, one-on-one vision care in a private, welcoming environment while delivering exceptional service, quality eyewear, and An Experience Worth Seeing.
To provide every patient with the highest level of care, we have established the following office policies. These policies are intended to promote clear communication, transparency, and consistency while protecting both our patients and our practice.
By scheduling an appointment, purchasing products, or receiving services from The Optical Experience, you acknowledge that you have had the opportunity to review these policies.
Our Promise
At The Optical Experience, we believe exceptional vision begins with exceptional service.
Unlike many traditional optical offices, we schedule appointments to provide each patient and family with dedicated, one-on-one attention. Every appointment is designed to allow ample time for education, personalized recommendations, precise measurements, and exceptional service without feeling rushed.
We appreciate your cooperation in helping us maintain the personalized experience that sets our practice apart.
Our policies are designed to support that commitment while ensuring fairness, transparency, and consistency for every patient.
Appointments
The Optical Experience is an appointment-only practice.
Every appointment is reserved specifically for you, allowing us to provide individualized care without unnecessary interruptions or long wait times.
Appointment requests submitted online, by telephone, email, or text message are considered requests only and are not confirmed until verified by a member of our team.
Arrival Policy
Please arrive on time for your scheduled appointment.
To preserve the personalized, one-on-one experience for every patient, we kindly ask that you arrive no more than ten (10) minutes before your scheduled appointment time. This allows us to provide each patient with our full attention while respecting the privacy and dedicated appointment time of the patient scheduled before you.
Patients arriving more than fifteen (15) minutes late may be asked to reschedule if adequate appointment time is no longer available to provide the quality of care you deserve.
If you believe you will be late, please contact our office as soon as possible so we can determine the best way to accommodate your appointment.
Appointment Cancellations & No-Shows
We respectfully request at least twenty-four (24) hours' notice if you need to cancel or reschedule your appointment.
Patients who repeatedly cancel appointments without adequate notice or fail to appear for scheduled appointments may be required to pay a deposit before future appointments can be scheduled.
Our goal is to respect both your time and the appointment time reserved for every patient.
VIP Appointments
Appointments scheduled outside of our regular business hours are considered VIP Appointments and are offered based upon availability.
A $20 VIP Appointment Fee applies to appointments scheduled outside of normal business hours.
Minor Patients
Patients under the age of eighteen (18) must be accompanied by a parent or legal guardian who is authorized to consent to services, purchases, financial responsibility, and treatment decisions, unless otherwise permitted by applicable Florida law.
For the safety of all patients, minors may not be left unattended in the office.
Pricing, Quotes & Promotions
Written quotations are valid for thirty (30) calendar days from the date issued unless otherwise stated.
Prices, promotions, laboratory fees, manufacturer pricing, product availability, and insurance participation are subject to change at any time without prior notice.
Insurance benefit estimates are provided as a courtesy and are not guarantees of payment.
Promotional offers may not be combined unless specifically stated.
Financial Policy
Payment is due at the time services are rendered unless other arrangements have been approved in advance.
We currently accept:
Cash
Major credit and debit cards
Health Savings Account (HSA) cards
Flexible Spending Account (FSA) cards
Cash App
CareCredit (minimum purchase requirements apply)
Returned payments, declined transactions, chargebacks, or reversed electronic payments may result in additional administrative fees and suspension of future services until the account has been resolved.
Deposits
A minimum 30% deposit is required when placing most eyewear orders.
The following products require payment in full at the time of ordering:
Swissflex Eyewear
META Smart Glasses
Other designated special-order products
Eyewear orders totaling $1,000 or more require a minimum 60% deposit before production begins.
Refund Policy
Prescription eyewear is custom manufactured specifically for each patient.
For this reason, all sales are final.
Refunds are not provided on custom prescription eyewear, contact lens fitting services, or professional services once rendered.
Manufacturer warranties and remake policies are separate from our refund policy and are outlined later in these Office Policies.
Insurance
Insurance benefits are determined by your individual insurance carrier.
As a courtesy, The Optical Experience verifies insurance benefits and submits claims when applicable. Verification of benefits is not a guarantee of payment.
Patients remain financially responsible for all balances not paid by their insurance carrier, including deductibles, copayments, coinsurance, non-covered services, and any amounts exceeding plan allowances.
Prescription Eyewear
Prescription eyewear is custom manufactured according to the prescription provided by your prescribing eye care provider and the measurements obtained during your visit.
Every reasonable effort is made to ensure your eyewear is manufactured accurately, inspected, and adjusted before delivery.
Because prescription eyewear is custom made specifically for you, orders generally cannot be modified or cancelled once production has begun.
Prescription Verification
The Optical Experience reserves the right to verify any prescription before processing an eyewear order.
A valid, unexpired prescription is required by law before prescription eyewear or contact lenses may be dispensed.
When clarification is needed, we may contact the prescribing provider before processing your order.
Duplicate Eyewear
As permitted under Florida law, a Florida Board Licensed Optician may fabricate replacement eyewear by duplicating an existing pair of glasses at a patient's request when a current written prescription is unavailable.
Because this service is based on an existing pair of glasses rather than a current eye examination, The Optical Experience cannot guarantee that the duplicated prescription will meet your present visual needs or reflect changes in your vision.
Patients choosing this service acknowledge these limitations, and no refunds will be provided based solely on dissatisfaction with vision resulting from a duplicated prescription.
Eyewear Pickup
Patients will be notified when their eyewear is ready for pickup.
To ensure proper fit, adjustments, patient education, and verification of vision, all eyewear pickups are by appointment only.
This allows us to dedicate sufficient time to ensure your eyewear is comfortable, properly adjusted, and performing as intended.
Unclaimed Orders
Completed eyewear will remain available for pickup for the life of the prescription, currently five (5) years.
During that time, The Optical Experience will make reasonable attempts to notify patients that their eyewear is ready for pickup.
If eyewear remains unclaimed after the prescription has expired, it may be donated, recycled, or otherwise disposed of at the discretion of The Optical Experience.
Patient-Owned Frames
Patients are welcome to use their own frame for new prescription lenses, provided the frame is determined to be suitable for relensing.
A $25 Patient-Owned Frame Fee applies to all outside frames. This fee covers the additional time, inspection, measurements, fitting, and handling required when working with previously owned eyewear.
Patients acknowledge that previously worn frames may become brittle due to age, normal wear, previous adjustments, material fatigue, or exposure to heat and environmental conditions.
While every reasonable effort is made to prevent damage, The Optical Experience cannot guarantee against breakage during lens installation, adjustment, repair, or normal handling.
By requesting that lenses be installed into a patient-owned frame, the patient accepts these risks and releases The Optical Experience from liability for breakage resulting from the condition of the frame.
Repairs & Adjustments
We are pleased to offer repairs and adjustments for both eyewear purchased from The Optical Experience and eyewear purchased elsewhere.
Repair fees vary depending on the type of repair required.
Because previously worn eyewear may have hidden defects or weakened materials, repairs are performed at the patient's request and risk. While every effort is made to complete repairs successfully, The Optical Experience cannot guarantee that all repairs will be possible or successful.
Repair Credit
If a patient purchases new prescription eyewear within thirty (30) days of a paid repair, the repair fee will be credited toward the new eyewear purchase.
Warranty & Remake Policy
We proudly stand behind the quality of the products we provide while recognizing that warranty coverage varies by manufacturer.
Frame Warranty
Most premium frames include a one (1) year manufacturer's warranty against manufacturer defects.
Some premium manufacturers may provide longer warranty periods; however, unless otherwise stated, The Optical Experience administers a standard one-year warranty policy.
Manufacturer warranties do not cover:
Accidental damage
Abuse or misuse
Loss or theft
Damage caused by improper care
Normal wear and tear
If a warranted frame has been discontinued, the manufacturer may authorize a replacement frame of comparable value, subject to manufacturer availability and approval.
Budget frames and Medicare/Medicaid kit frames do not carry a manufacturer warranty unless specifically stated at the time of purchase.
Lens Warranty
All prescription lenses include scratch-resistant treatment when appropriate; however, scratch resistance is not a scratch warranty.
Only lenses purchased with an Anti-Reflective (AR) coating that includes a manufacturer's warranty are eligible for AR warranty coverage.
AR warranties generally cover:
Manufacturer defects
Coating failures
Scratches that significantly interfere with vision
Most AR warranties are valid for one (1) year, while select premium AR coatings may include a two (2) yearmanufacturer warranty.
Unless otherwise specified by the manufacturer, AR warranties are limited to one warranty replacement during the warranty period.
Warranty Processing Fee
A $25 warranty processing fee applies to each approved warranty claim.
This fee covers administrative processing, shipping, handling, and replacement services.
Warranty replacements remain subject to manufacturer approval and warranty terms.
Progressive Lens Non-Adapt Policy
Patients experiencing difficulty adapting to new progressive addition lenses (PALs) may request a remake within thirty (30) days of receiving their eyewear.
Progressive lenses may be remade into:
Single vision lenses
Bifocal lenses
If separate distance and reading glasses are required instead of progressive lenses, the second pair of lenses will be provided at a discounted price.
This policy applies only during the thirty-day adaptation period.
Prescription Change Remakes
If a prescribing eye care provider changes the patient's prescription within thirty (30) days of dispensing, one prescription change remake will be provided.
Additional remakes beyond the initial thirty-day period or additional prescription changes may be subject to remake fees based on lens type, including:
Single Vision
Bifocal
Progressive Addition Lenses
Contact Lens Services
Contact lenses are prescription medical devices regulated by federal law.
The Optical Experience provides contact lens fitting services performed by a Florida Board Licensed Optician, who also holds ABO and NCLE certifications.
Patients with a valid spectacle prescription may be eligible for a contact lens fitting when medically appropriate.
When a patient does not have a current contact lens prescription, a contact lens fitting may be initiated using a valid spectacle prescription. Before a final contact lens prescription can be released, the prescribing eye care provider who issued the spectacle prescription must determine that the patient is medically appropriate for contact lens wear when required.
The contact lens fitting process includes:
Lens selection
Evaluation of fit
Assessment of vision
Lens movement and comfort evaluation
Patient education
Insertion and removal training, when applicable
Follow-up evaluations
Some trial lenses may require special ordering and may not be available during the initial appointment.
Follow-Up Appointments
Follow-up appointments are an essential part of the contact lens fitting process.
Patients are responsible for scheduling and completing all recommended follow-up appointments.
If a patient does not return for the required follow-up evaluation within thirty (30) days of the initial fitting, the fitting will be considered incomplete.
Should the patient wish to continue after that period, the contact lens fitting process and applicable fitting fees will begin again.
Contact Lens Prescription Release
A final contact lens prescription will not be released until:
The fitting has been completed.
Required follow-up evaluations have been completed.
The lenses demonstrate an acceptable fit, vision, and comfort.
Any required medical authorization has been received from the prescribing eye care provider.
Contact Lens Fitting Fees
Professional contact lens fitting fees are due at the time of service.
These fees compensate for the professional evaluation, fitting, trial lens selection, patient education, ordering of specialty trial lenses when necessary, and follow-up care.
Because these professional services are performed regardless of the final outcome, contact lens fitting fees are non-refundable, including situations where:
The patient elects not to continue the fitting process.
The fitting cannot be finalized.
The patient does not return for required follow-up appointments.
A final contact lens prescription is not issued for any reason.
Concierge & Home Visit Services
The Optical Experience proudly offers concierge optical services for patients who prefer the convenience of receiving select services at their home, workplace, or other approved location.
Concierge service fees begin at $45 and include travel within a 20-mile radius of our office.
Travel beyond twenty (20) miles is billed at $5 for every additional five (5) miles traveled.
A member of our team will provide a travel quote before confirming the appointment.
Concierge service fees must be paid prior to confirmation of the appointment.
Available concierge services may include:
Eyewear consultations
Eyewear delivery
Eyewear adjustments
Minor repairs
Frame styling consultations
Other approved optical services
Availability of concierge services may vary based on location, scheduling, and service requested.
Telehealth Eye Examinations
The Optical Experience proudly offers comprehensive eye examinations through a secure telehealth platform.
During your appointment, you will be physically present in our office while your examination is conducted by a licensed eye care provider utilizing secure telehealth technology. Our team performs the necessary pre-testing, assists throughout your visit, and works directly with the doctor to provide a seamless examination experience.
Medical records generated during your eye examination are maintained within the provider's secure electronic health record system. As a result, requests for replacement prescriptions or medical records may require retrieval from that third-party system and may be subject to applicable administrative fees as outlined in these Office Policies.
If your examining doctor determines that additional testing, dilation, or medical evaluation is recommended, our team will gladly assist with coordinating referrals whenever possible. While referral coordination is provided as a courtesy, scheduling and treatment remain the responsibility of the receiving provider.
Medical Records & Prescription Requests
The Optical Experience is committed to protecting patient information while complying with all applicable federal and Florida laws regarding medical records and prescription release.
Prescriptions Issued by Our In-House Eye Care Providers
Patients receiving an eye examination through one of our in-house eye care providers are provided a copy of their prescription at the completion of their examination.
To document receipt of the prescription, every patient is required to sign a Prescription Release Acknowledgementbefore leaving the office.
If an additional copy of a prescription issued by one of our in-house providers is requested after the original has been provided, a $4.00 administrative retrieval fee will apply. This fee covers the administrative time required to retrieve the prescription from the third-party electronic health record system used by the examining provider.
Replacement prescriptions may be:
Picked up at our office
Mailed to the address on file
Faxed directly to another licensed healthcare provider or optical provider at the patient's request
Prescriptions Issued by Outside Providers
The Optical Experience gladly accepts valid prescriptions issued by outside licensed eye care providers for the purpose of ordering eyewear or contact lenses.
Prescriptions provided by another office are maintained only as necessary to complete the requested order or service.
Because prescriptions issued by another provider remain part of that provider's medical record, The Optical Experience is not the custodian of those records and cannot provide replacement copies or reprints of prescriptions written by another office.
Patients requesting additional copies of an outside prescription must contact the originating provider directly.
Eye Emergencies
The Optical Experience is not an emergency eye care facility.
If you experience any of the following, seek immediate medical attention:
Sudden loss of vision
Severe eye pain
Eye trauma or injury
Chemical exposure
Sudden flashes of light or a significant increase in floaters
A curtain or shadow appearing in your vision
Any other urgent eye condition
For medical emergencies, call 911 or proceed to your nearest emergency department.
For urgent ophthalmic emergencies, we may recommend evaluation by a hospital emergency department or a specialized emergency eye care provider, such as Bascom Palmer Eye Institute, when appropriate.
Patient Responsibilities
To help us provide the highest level of care, patients agree to:
Provide accurate and complete personal, medical, and insurance information.
Present valid identification and insurance information when applicable.
Provide a valid, unexpired prescription when required by law.
Notify our office of any changes to contact information or insurance coverage.
Attend recommended follow-up appointments.
Carefully inspect eyewear at the time of delivery and notify us promptly of any concerns.
Follow all care instructions provided for eyewear and contact lenses.
Follow recommendations made by the examining eye care provider.
Ask questions whenever clarification is needed regarding products, services, or policies.
Patient Conduct
The Optical Experience is committed to providing a safe, welcoming, and respectful environment for every patient, visitor, and team member.
We ask that all individuals treat our staff, providers, and other patients with courtesy and respect.
Behavior that is abusive, threatening, harassing, discriminatory, disruptive, or otherwise interferes with the operation of our practice will not be tolerated.
The Optical Experience reserves the right to refuse or discontinue non-emergency services to any individual whose behavior compromises the safety, dignity, or well-being of our patients or team, to the extent permitted by applicable law.
Policy Updates
The Optical Experience reserves the right to modify or update these Office Policies at any time to reflect changes in applicable laws, manufacturer requirements, insurance participation, business operations, or patient care practices.
The most current version of these Office Policies will always be available on our website.
Questions
If you have any questions regarding these Office Policies or any of our services, we encourage you to contact our office. Our team is always happy to assist you.
The Optical Experience
5601 Corporate Way, Suite 117
West Palm Beach, FL 33407
Phone: (561) 401-0902
Email: destynee@myopticalexp.com
Website: www.myopticalexp.com
Thank You
Thank you for choosing The Optical Experience.
We appreciate the opportunity to care for your vision and are committed to providing personalized service, quality eyewear, and exceptional patient experiences.
The Optical Experience
An Experience Worth Seeing.