Requesting Lens Remakes & Returning Lenses to PLN

Watch the videos below for a breakdown of all remake reasons plus instructions on how to return lab remake lenses to PLN.


  • AR Remakes:
    • For AR/scratch defects
    • Agility AR = 2-year warranty; classic AR = 1-year warranty
    • Remake requires the same lens parameters as the original order
    • Does not require lenses to be returned
    • One-time remake
    • 100% credit if all remake criteria is met
  • Lab Remakes:
    • Remakes due to lab errors
    • Should be submitted in <30 days
    • Uncut lenses: DO NOT EDGE until you've inspected the lens; lab remakes may not be credited if possibly damaged during the edging process
    • Remake requires the same lens parameters as the original order
    • Lenses need to be returned (see video towards the bottom of this page)
    • 100% credit if lenses returned within 90 days and all remake criteria is met
  • Progressive/Material Non-Adapt Remakes:
    • Progressive Remakes: Must go from a progressive to another progressive design, progressive to a bifocal, or a progressive to single vision lens design
    • Material Remakes: Must originate from poly, 1.67, or 1.74
    • Remake requires the same lens parameters as the original order
    • One-time, 90-day remake
    • No lens return required
    • 100% credit if all remake criteria is met
  • Entry Error/Job Change Remakes:
    • "One-time, 90-day remake from lab ship date. Jobs submitted with errors such as frame measurements, frame type, PDs, seg heights, etc. are considered to be account entry errors. The addition or removal of AR, tints, mirrors, blue block, transitions, or polar are eligible for this remake type. 100% credit if remake criteria is met."
    • No lens return required
    • 100% credit if all remake criteria is met
  • Rx Change Remakes:
    • One-time, 90-day Rx change
    • Remake requires the same lens parameters as the original order
    • No lens return required
    • 100% credit if all remake criteria is met
    • Other Remakes:
      • All other remakes should utilize this category
      • Billed as a new job and resets all remake allowances for that job
      • No lens return required
      • Billed at the full price of the remade job, according to PLN's current price list
    • Canceled Jobs:
      • Jobs canceled after production has begun are credited at 50%
      • Jobs that have already shipped cannot be canceled
      • If the cancelation request is received before production has begun, a 100% credit will be given
    • Explanation of PLN's "10% Remake Volume Limit"
      • This is based on PLN's averages and set at a very attainable threshold that should be achievable for all accounts.
      • The total cost of any given month's remakes should not exceed 10% of an account's total monthly volume based on their revenue.
      • We will work closely with offices that struggle to keep their remake volume below 10%.
      • If accounts cannot keep their remake percentage below 10% of their total volume, additional fees may be applied to their account.
    • Other Helpful Information:
      • Any remake that results in a higher cost will generate an additional invoice to the account billing the price difference
      • Incorrect category selection or incorrect remake submission may result in the remake not being credited to your account.
      • Don't discard any lenses until your remade lenses arrive, just in case PLN's staff would like to study the original lenses.

    Returning Lenses to Pivotal Lab Network

    • Helpful Guidance for Complete Jobs:
      • Make sure you're submitting the remake correctly through the PLN portal
      • Resend the frame/lens (with lenses)
      • Include the new order's paperwork (not the old job's paperwork)
    • Helpful Guidance for Uncut Jobs:
      • Make sure you're submitting the remake correctly through the PLN portal
      • Return the original lenses to the "Lens Return Address" on the return invoice
      • Include the correct return invoice from the right-side of the original order's paperwork (shown in the video above at 3m 14s)
      • Package them appropriately so they don't get damaged in transit (example provided at 4m 15s in the video above)
      • You have 90 days to return these lenses to receive the credit
    • Helpful Notes for ALL Lens Returns:
      • Try to include any returned lenses in other packages you're shipping to our facility (e.g. frames to come)
      • Any returned lenses using PLN's labels will be billed to your account
      • Consider shipping via UPS Ground if you don't have any other shipments to make to PLN
      • Consider bulking returns once per month (or similar) for improved efficiency