Frequently Asked Questions

Questions answered on this page:

  • What are the details of the warranty?
  • Are previous purchases warrantied?
  • How do I opt-out of the warranty and receive an extra 15% off?
  • Are these frames listed in Frames Data?
  • How long will it take to receive my order?
  • What's the refund policy?
  • What happens if a model sells out?

Q: What are the details of the warranty?

A: Pivotal Group does not offer an "any reason" warranty on frames (e.g. dog bites, impact, etc.). This one-year limited warranty covers all manufacturing and workmanship failures.

Q: Are previous purchases warrantied?

A: No — purchases made during initial launch and "The Favorites" package promotion were offered at steep discounts largely due to no warranty being possible until now. 

Q: How do I opt-out of the warranty and receive an extra 15% off?

A: Members can enter the code found within the "Frames" tab of our "Vendor Apps & Pricing" page to receive 15% off their entire order. To find this discount code within your Pivotal Group members' area (member login required):

Member Home > Vendor Apps & Pricing > "Frames" tab on the left

The field for entering this discount code is available on the right-side of the "Checkout" page on this ordering portal prior to finalizing your order.

discount code field displayed at checkout

Any request for warranty replacement will be denied if the product was ordered using this 15% off discount code.


Q: Are these frames listed in Frames Data?

A: We're currently working to get all of our frames listed within Frames Data. We estimate this will be completed in Fall 2019.


Q: How long will it take for me to receive my order?

A: All orders are shipped from our Central Texas warehouse within 2-3 business days of receiving your order. Please allow an additional 3-7 business days for UPS Ground delivery.

Q: What's the Refund Policy?

A: We had to amend our Refund Policy due to customers abusing the "any reason" policy offered during initial launch, but we've worked hard to ensure it's still fair to members while also protecting the program.

Even while offering an "any reason" return policy, less than 3% of customers had us process a return. You can find more information about our order return rates here »

Or you can read our full Refund Policy here »

Q: What happens if a model sells out? Will all models be restocked?

A: Our warehouse keeps a reserve of all models to ensure replacements are available for warranty requests.

Apart from that, we cannot guarantee any model will be restocked. We'll do our best to restock popular inventory as many times as we can, but we're unable to restock discontinued models once their season has passed.

This is why we strongly recommend stocking up on any models you enjoy, or that your practice tends to sell out of quickly!