Pit Viper Customer Service — Complete Practical Guide

Where to contact Pit Viper and what to expect

Start every inquiry at the brand’s verified Help Center on the official website (search for “Pit Viper official help” to avoid impostor pages). Most modern direct-to-consumer eyewear brands centralize support and returns at a URL such as pitviper.com/help or pitviper.com/pages/support; if you purchased through a third-party retailer (Amazon, REI, a local dealer) use that retailer’s support channel first. Expect initial automated confirmation immediately and a human reply within 24–72 business hours for standard inquiries; urgent safety/defect reports are commonly expedited to within 24 hours.

Typical live-support hours for U.S.-based operations are Monday–Friday, roughly 9:00–17:00 Pacific Time (UTC−8/UTC−7), though many teams monitor messages outside those hours. If you need real-time contact, look for a brand phone number or live chat widget on the Help Center page; if none is listed, email or the website contact form is the proper channel. Always keep your original order number and the email used at purchase handy—these are the two quickest ways for agents to pull your purchase record.

Exactly what to include in a support request

A clearly packaged support request shortens resolution time from days to hours. Before you click Send, collect and include the following items: order number, date of purchase, SKU or product name, high-resolution photos showing the issue (use natural light and multiple angles), a short video if the defect is mechanical, and the shipping address used on the order. If you paid with a credit card or PayPal, note the last four digits of the card and the transaction date to help with verification.

• Essential data: order number, customer name, email, purchase date, SKU/fit name, full description of the issue.
• Evidence: 3–5 photos (close-up and context), 10–20 second video for movement/fitting issues.
• Desired outcome: refund, exchange, repair, or replacement; include preferred model/color and acceptable alternatives.
• If available: serial number or lens code printed on the frame, proof of purchase from a third-party reseller (invoice or packing slip).

If you want a faster outcome, state your preferred remedy in the first message (for example, “I would like a replacement pair of model X in black, or a full refund”). Agents escalate faster when expectations are explicit.

Common problems, typical remedies, timelines, and costs

Most customer-service cases for sunglasses fall into three categories: fit/comfort, cosmetic defects (scratches, finish issues), and functional failures (screw loss, hinge breakage, polarized delamination). For minor issues like a loose screw, many companies provide a basic DIY fix or mail a repair kit free of charge; for manufacturing defects agents commonly authorize a replacement. Reasonable industry timelines are: acknowledgement within 24–72 hours, return shipping label issued within 3–7 business days, and refunds processed within 3–10 business days after the item is received by the returns department.

Costs depend on warranty terms and whether the damage is accidental. Many brands offer a limited warranty covering manufacturing defects for 12 months; out-of-warranty repairs or replacement lenses typically cost between $20 and $80 depending on lens technology (polarized, mirrored, prescription). If you purchased a premium model in the $80–$160 range, expect replacement-frame pricing to reflect retail tiers; always request a written cost estimate before approving paid repairs.

How to escalate and preserve your consumer rights

If initial support does not resolve your issue, follow a documented escalation path. Reply to the existing support thread to preserve the timeline, restate the requested outcome, and ask explicitly for a supervisor review within 48 hours. If the brand does not respond or refuses a reasonable remedy, use the original payment channel to file a dispute: most credit-card issuers accept chargebacks if you file within 60–120 days of the transaction date; PayPal and third-party marketplaces have similar buyer-protection windows (typically 180 days for PayPal disputes in many regions).

• Escalation steps: reply to original ticket → request supervisor review → ask for written explanation of denial → file dispute with card issuer or payment platform if unresolved.
• If applicable: document every interaction (dates, agent names, ticket numbers) and keep physical product and packaging intact as evidence for up to 90 days.

For persistent issues, you can file a complaint with consumer protection agencies such as the Better Business Bureau or your country’s equivalent. Provide a clear timeline, copies of photos, and all correspondence; these organizations often mediate and get responses within 10–30 business days.

Sample communication templates (short and precise)

Subject line: “Order #123456 — Request for replacement due to manufacturing defect (left hinge broken)”. Body: “Hello, my name is [Your Name]. I purchased Pit Viper model [Name/SKU] on [date]. Order number 123456. Left hinge broke during normal use on [date]. Attached are three photos and a 15-second video. I request a replacement in the same color or a full refund. Please advise on return shipping and expected timeline. Thank you.”

If you need a faster outcome: “I need this resolved within 14 business days because these sunglasses are required for an event. If a replacement is not available, please proceed with a full refund to the original payment method.” Time-bound requests increase priority and make escalation clearer.

Can you fix scratched Pit Vipers?

Yes! It’s easy to save your scratched Pit Viper The Exciters sunglasses and replace your lenses with Fuse Lenses, without fear of damaging your frames. If you aren’t sure of the exact model sunglasses you have, we can help you find the right lenses.

Do pit vipers have a lifetime warranty?

All purchases include a lifetime warranty for product defects. If your Pit Vipers are in F*ckedtown and you’re not sure how they got there, please fill out this form and we’ll get back to you ASAP. Normal wear and tear is not considered a product defect, but reach out to our customer service team anyway.

Do pit vipers support LGBTQ?

Our Philosophy
It’s support for war veterans, equality for the LGBTQ+ community, food for the hungry, resources for the underprivileged, and equality for marginalized groups.

How do I contact Pit Viper?

Get support

1. Customer Service: +1 385 325 0488.
2. Toll Free Line: +1 844 420 7355.
3. Dealer Service: +1 385 205 5567.
4. Pit Viper Australia: +1 399886914.

Are pit vipers cheap quality?

Quality. A Pit Viper reviewer says, “They performed near the level of much more expensive brands at every turn. For that reason alone we think these glasses are a great buy.” Founder Chuck Mumford has created a high-performance style of sunglasses. Pit Vipers match the traditional brands, but at a much cheaper price.

What is covered under a lifetime warranty?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A lifetime warranty typically covers defects in materials and workmanship for the lifetime of the product, as defined by the manufacturer. This usually means the product’s intended lifespan or the original owner’s lifetime, and not necessarily your lifetime. The warranty usually covers repair or replacement of defective parts, but may exclude damage from accidents, misuse, or normal wear and tear.  Here’s a more detailed breakdown: What a Lifetime Warranty Typically Covers:

• Defects in materials and workmanship: . Opens in new tabThis is the core of a lifetime warranty, ensuring the product is free from flaws in how it was made or the materials used. 
• Repair or replacement of defective parts: . Opens in new tabIf a covered defect is found, the manufacturer will typically repair or replace the faulty part at no cost to the owner. 
• For the defined “lifetime”: . Opens in new tabThis could be the product’s expected lifespan, the length of time it’s on the market, or the original owner’s ownership period, according to Southwest Exteriors. 
• Sometimes includes labor costs: . Opens in new tabDepending on the warranty, it might also cover the cost of labor for repairs or replacements. 

What a Lifetime Warranty Typically Excludes:

• Damage from accidents or misuse: If the product is damaged due to an accident, improper use, or negligence, the warranty likely won’t cover it. 
• Normal wear and tear: Over time, products naturally experience wear and tear. Lifetime warranties typically don’t cover this. 
• Damage from environmental factors: Exposure to extreme weather conditions or other environmental factors might not be covered. 
• Lack of maintenance: Some warranties may require specific maintenance (like regular oil changes for a car) to remain valid, according to Toyota of Murray. 
• Transferability: Many lifetime warranties are tied to the original owner and are not transferable to a new owner. 

Important Considerations:

• Read the fine print: It’s crucial to carefully read the terms and conditions of any lifetime warranty to understand what is and isn’t covered, says HPC Fire. 
• Check for limitations: Some warranties might have limitations on the types of parts covered, the length of the warranty (even if it’s called “lifetime”), or require specific actions (like professional installation) to remain valid. 
• Understand the definition of “lifetime”: “Lifetime” can be interpreted differently by different manufacturers, so it’s important to clarify what it means in the context of the specific warranty. 
• Consider third-party warranties: Some dealerships may offer lifetime warranties through third-party providers. It’s important to understand how these work and whether they are backed by a reputable company. 

AI responses may include mistakes. Learn moreHow Long Does a Lifetime Warranty Last? 3 Types of Lifetime WarrantiesJul 26, 2022 — A lifetime warranty is a guarantee from the manufacturer or service provider that the product will be free from defect…Southwest ExteriorsEverything You Need to Know About What a Lifetime Warranty CoversFeb 9, 2025 — This term refers to the manufacturer’s guarantee that they’ll repair or replace defective parts at no additional cost t…Porch Warranty(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more