FREQUENTLY ASKED QUESTIONS
Orders / General
How do I place an order?
Simply browse the site and pick out a frame, Fill in your prescription and let us know what type of lenses and coatings you would like.
Where can I get my prescription?
From your Eye Doctor or Eye glass shop which you normally visit, likely an optician or optometrist. They are required to provide you with your prescription following an eye exam.
How can I make a change to my order?
Please contact our customer service team and they will do there absolute best in taking care of any changes you may require as long as you reach out to us in a timely manner. Please contact us at email@example.com and let us know how we can help you with your order. Make sure to have the order number ready before contacting us.
Delivery and Shipping
How long do I have to wait for my glasses after I have ordered them?
We'll deliver your order 7 – 14 business days from when you complete your order details, such as prescription and pupillary distance. Depending on the complexity of your prescription and lens type you selected. Weekend days (Saturday & Sunday) and holidays are not considered business days.
What shipping methods do you offer?
- US customers: we ship through USPS and UPS Next Day Air. Please note, the UPS Next Day Air option will deliver your order one day after the shipping date.
- Canadian customers: we ship through the Canada Post.
- UK customers: we ship through UPS.
- Australian customers: we ship through the Australia Post.
- For all other countries: we ship through UPS.
What are your shipping costs for standard delivery?
- For Domestic orders with a Total Cost of $99.00 or above we offer FREE shipping delivered by USPS.
- For Domestic orders with a Total Cost below $99.00 there is a shipping charge of $5.95 and is delivered by USPS.
- Priority Shipping: $9.95
- Two Day Shipping: $14.95
- Overnight: $29.95
- Canada: $9.95 (shipped by Canada Post)
- All other Countries Please inquire by contacting us and we will quote you accordingly.
Please note all shipping options are calculated from time of completion of glasses by our laboratory.
What payment methods do you accept?
We accept AMEX, Visa, Discover, MasterCard,and PayPal payments.
What is covered by my FSA and HSA accounts?
Any eyewear product that corrects your vision is classified as a medical product and is available for purchase with an FSA or HSA account. You can not use your flexible spending account or health savings account to buy eyewear with no prescription.
How can I obtain a sales invoice
You can download a detailed sales invoice by accessing the My Orders section of your account page.
I entered my prescription incorrectly. How do I edit it?
Please contact us with your order number and correct prescription within the hour of ordering. You may directly send us your correct document or edit your account and reupload. If you have not yet placed an order, simply update the file in your account.
How do I read my glasses prescription?
Your prescription may include the following: SPH, CYL, Axis, ADD and Pupillary Distance (PD). The first four parameters have to do with your visual correction. The PD is a crucial measurement we need to make your glasses. To know how to read glasses prescriptions, here's the meaning behind each of these symbols and numbers:
- OD indicates your right eye's parameters.
- OS shows your left eye's parameters.
- SPH "sphere" indicates the amount of lens power prescribed for nearsighted or farsighted vision. It is measured in diopter and uses (+) for farsightedness (hyperopia) and (-) for nearsightedness (myopia).
- CYL & AXIS: a Cylinder (CYL) and Axis number (between 0 and 180 degrees) are required to correct Astigmatism. Both parameters will be required together.
- ADD: provides magnifying power for reading, bifocal, multifocal and progressive lenses. You will most likely have the same number for both eyes that usually ranges between +0.75 and +3.00.
There is a separate prescription for your right eye and your left eye. Most of the time, OD and OS are indicated on the left of your prescription and the following numbers show each eye's specific needs.
What Is Pupillary Distance?
In addition to the general parameters, eyeglass prescriptions can require a Pupillary Distance (PD). Your PD is the distance between the center of one pupil (the central black dot of your eye) to the center of the other pupil. It is measured in millimeters and is an important part of your prescription. PD indicates where the optical center of your lenses should be placed so you can have the best, most comfortable vision. It is generally mentioned in your eyeglasses' prescription with the letter PD, if you can't see it, you can reference the following instructions to measure your PD yourself.
How Do I Measure My PD?
- Find a millimeter ruler for measurements and a mirror or a friend.
- If using a mirror, try to look into the distance as you measure. If a friend is taking your measurements, try to look past them into the distance to avoid the result being too narrow.
- Hold the ruler against the bridge of your nose and line up the middle of your left pupil with the 0 line of the ruler. You can now measure the distance between your pupils!
- Measure across to the middle of your right pupil, still looking into the distance. Your PD should be between 46 and 74.
- Repeat these steps 2 to 3 times to get a consistent number.
Note that PD is measured in millimeters. If your ruler is in centimeters, you can convert it online, but don't measure your PD in inches. It might result in a wrong conversion and your measurement won't be accurate. If you measure your PD the wrong way, you won't have the right lens placement.
What is your return policy?
We offer a 14-day return or exchange policy for our eyewear. If you aren't completely satisfied with your purchase, we will set up with a full refund or an exchange within 14 days of receipt.
How do I make an exchange or return?
Making a return is simple. Email our customer service department at firstname.lastname@example.org, Please provide your name, order number and reason you are interested in returning or exchanging your purchase. Then simply wait for us to notify you that you're all set to mail your return, make sure to provide us with your Delivery Confirmation Number. Please make sure to ship your eyewear back with a copy of your order information. If you decide to replace your glasses with a new pair of higher value, you are responsible for covering the difference, and of course if you decide to replace your glasses with a new pair of lesser value, we will refund you the difference. Customers are responsible for shipping and handling costs when returning glasses.
Is there a way to try out your frames?
Of course, Use our custom Virtual Try On, Just upload a photo from your device and you can try on as many of our frames as you want.
Is it possible to order Our Frames with non-prescription lenses?
Yes, Simply select "Non Prescription lenses" at the Lens section and continue.
What about prescription sunglasses?
You can also turn any eyeglasses frame into a pair of shades with our tint option.
Do you offer glasses that turn into sunglasses outdoors?
Of Course, We offer Transition lenses. First select your eyeglasses frames and then select Transition lenses after you enter your prescription during lens selection.
How do I measure my frames?
Check the inside of the temple arm and there should be some numbers there. These numbers are your frame measurements.
What type of lenses do you offer, and what do they all mean?
Plastic Lenses "CR-39":
The most commonly prescribed due to their comfort, durability, and impact resistance. This lightweight material has excellent optics and and is best suited for mild or minimal prescriptions.
Polycarbonate Impact-resistant Lenses:
Thinner and lighter than plastic, polycarbonate lenses are shatter-proof making them the optimal choice for kids and active adults. They're also ideal for strong prescriptions since they do not add thickness when correcting vision, minimizing any distortion.
This hi-tech plastic lens is designed for people with stronger prescriptions. Vision can be corrected with less material, making the lens much thinner, lighter, and more comfortable for long-term wear.
Do you offer prism Lenses?
Currently we do not offer Prism Lenses.
What is the difference between Single Vision and Progressive lenses?
Single vision Lenses:
These are designed to help people who require correction of farsightedness, nearsightedness, or astigmatism. These eyeglasses have just a single optical prescription correction and they distribute focus evenly over the entire surface area of the lens.
These are No-Line Multifocal lenses, They start with your distance prescription at the top and progressively move towards your full reading prescription at the very bottom.
What type of Lens Coatings and add-ons do you offer?
- Anti-reflective coating: enhances clarity and concentration by allowing more light to come in and reduces reflection.
- UV protection: to prevent your eyes from being damaged by the sun's UVs, your lenses can come with special anti-UV treatment.
- Transition: these lenses are equipped with a technology that adjusts your glasses' tint according to the light. When the sun comes up, your glasses turn into sunglasses!
- Polarized: improved glass technology designed to filter and reduce glare. Polarized glasses offer more clarity and a sharper vision to their wearers.
- Blue light blocking glasses: a special coating that protects your eyes from artificial light by reflecting blue lights that come from digital devices.
Face Shape Guide for Glasses
Square faces often have bold, angular features and cut a clean, straight line from the forehead to the jaw. Rounded and thinner frames that are slightly wider on the side will have a harmonious and natural look on square faces. Square-shaped faces may want to choose Round or Oval shaped frames.
Round faces are all soft curves and smooth lines with a face that is roughly the same width from the jaw up through to the brow. With round faces, the cheeks are usually full and the chin is rounded with very few angles. Unlike some other face shapes, a round face is often very distinguished because it is all about the curves. Round-shaped faces may want to choose Rectangular or cat-eye shaped frames.
Heart-shaped faces are widest at the brow, narrowing down through to the chin with high cheekbones. This face shape can be either long or round and often gives the owner a sweet and cheerful look. This is typically thought of as the most versatile of all the face shapes. Heart-shaped faces may want to choose Bottom-heavy or Oval shaped frames.
Triangular faces are widest on the bottom, narrowest on top. So you want to find a mirror-opposite frame: bold on top, light on the bottom. With a mix of round and angular shapes such as the following will particularly fit triangular faces. Triangular shaped faces may want to choose aviator or cat-eye shaped frames.
Oval faces fit with most frame shapes. With a narrower forehead and slightly narrow chin, oval is considered the most universal face shape. Oval shaped faces may want to choose square or rectangular shaped frames.