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    Frequently Asked Questions

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    Prescription eyeglass shipping details


    When will my order ship?

    If you’ve already ordered, expect your package to be at your door within the selected delivery time: Standard (6-12 business days), Priority (5-10 business days), or Express (4-8 business days). Those estimates are for the total turnaround time; The amount of time it will take to make your glasses and ship them to you. You will receive a shipping email to let you know when it has left our distribution center. 

    Where’s my order?

    Express shipping is a 4-8 business days turnaround (including weekends) from the time you ordered. These orders are shipped via FedEx/UPS. If you have chosen the Express shipping option and have not received a shipping confirmation email by the 8th Day, please feel free to contact us!

    Priority shipping is a 5-10 business days turnaround (including weekends). These orders are shipped via FedEx/UPS. If you have chosen the Priority shipping option and have not received a shipping confirmation email from us by 11th Day, please feel free to contact us!

    Standard shipping is a 6-12 business days turnaround (including weekends) from the time you ordered. These orders are shipped via USPS. If you have chosen the Standard shipping option and have not received a shipping confirmation email from us by 17th Day, please feel free to contact us!

    How much is shipping and how fast?

    Currently we offer following shipping methods:

    • USPS Standard: 6-12 business days for $5.95.
    • FedEx/UPS Priority: 5-10 business days for $13.95.
    • FedEx/UPS Express: 4-8 business days for $23.95.

    What countries do you ship to?

    In addition to the U.S. and Canada, we ship glasses to the following countries: Australia, Bahamas, Brunei, Cambodia, Canada, Chile, China, Cyprus, Czechia, Denmark, Dominican Republic, Ecuador, El Salvador, Finland, France, Georgia, Germany, Greece, Guyana, Haiti, Honduras, India, Indonesia, Iraq, Ireland, Italy, Jamaica, Japan, Kazakhstan, Malaysia, Mozambique, Nepal, Netherlands, New Zealand, Nigeria, Northern Mariana Islands, Norway, Pakistan, Panama, Peru, Philippines, Poland, San Marino, South Africa, Sri Lanka, Sweden, Switzerland, Tajikistan, Thailand, Turkey, United Kingdom, United States, Venezuela, Vietnam.

    Note: The provided time frames include both the production of your custom glasses and delivery to your address. While we aim to meet these delivery times, please be aware that delays may occur due to the shipping carrier.


    What do I do if my glasses are damaged upon arrival?

    Please contact our customer service team and we will get you a new pair asap.

    What’s your return policy?

    You can return your glasses within 30 days from the date you receive them by contacting our customer service team. Please note shipping charges are not refundable.

    Payments/ Insurance

    Do you accept insurance?

    We can provide you an invoice and some insurance companies can reimburse you with the invoice.

    What forms of payment do you accept?

    We currently accept Visa, Master, American Express, Discover credit cards. We are actively adding more payment methods.

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    Questions about eyeglass prescriptions


    Can you make progressive (no line multifocal) eyeglasses?

    Yes, just enter your eyeglass prescription as it is shown on your prescription paper, and follow our instructions. Be sure to include the ADD power. 

    I have a strong prescription, can you fill it? 

    For single vision prescriptions, we can fill SPH (Sphere) from -16.00 to +12.00; CYL (Cylinder) from -6.00 to +6.00. 

    For Progressive Rx, we can make eyeglasses with SPH from -10.00 to +8.00, CYL from -6.00 to +6.00, and NV-ADD up to +3.50.

    Can you fill prescriptions with prism?

    Yes. For single vision Rx, Prism up to 5.00 in any base direction.

    Can I use my contact lens prescription?

    No. Contact Lens prescriptions are different from Eyeglass prescriptions.

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    Questions about my online account


    How can I reset my password?

    On the login page, click on “Forgot Your Password?” link and follow the instructions.  Please note we do not store your password in our system and there is no way for our staff to tell you your password.

    What’s Profile and how is it different from Account?

    Everyone has a different prescription and a Profile represents a person you shop for prescription eyewear.  For example, you can use your account to order prescription eyeglasses for your spouse, kids, and friends. You can have as many profiles as you want in your account.

    Can I save multiple prescriptions for a profile?

    Of course, you can have as many prescriptions as you want for each profile in your account, such as one for distance, one for reading and one for progressive, all for the same profile (person).

    Can I order glasses without creating a password on your website?

    Yes, you can login to our website with third-party accounts such as your Facebook account or Twitter account.

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    Questions about our products


    Do you offer blue light blocking lenses?

    Yes, our Blue Stoppers™ blocks harmful high-energy-visible (HEV) blue lights and UV rays, they come with wide range of selections from 1.50 (CR39) to 1.67 high-index. Blue Stoppers™ also come with 1.59 Polycarbonate Impact Resistant option.

    How do I order prescription sunglasses?

    There are two ways to order prescription sunglasses:

    -Select a frame from our sunglasses catalog and order from there.

    -Select a frame from our eyeglasses catalog, enter/confirm your eyeglasses prescription, then select Sunglasses from Lenses Type page

    Do you sell frames without prescription lenses in them?

    No. However, you can order glasses without prescription by choosing “Non-Rx” on enter/confirm prescription page. Whether you are looking for Blue Stoppers™ to protect your eyes from mobile devices, or non-prescription photochromic glasses, or sunglasses, we have them all.

    Can you make eyeglasses with my existing frame?

    Unfortunately, we can only make glasses using frames listed on our website. Our lab needs to pre-program all frames data into our automated edgers, learning & measuring individual used frame doesn’t work for our massive production low price model.

    How do I select prescription lenses online?

    Once you have selected a frame, confirmed your prescription, you will be asked to pick a lens type, which can be Clear, Photochromic (UV light responsive), or Sunglasses. Our software calculated recommendations will be shown after you select a lens type.

    How do I select frames online?

    When browsing our frames, you can narrow the frame list by various attributes – they are on top of the listing page on computers and at the bottom when using smartphones (only visible when scrolling up).

    In addition to your favorite colors and shapes, you also need to make sure your PD (Pupillary Distance) is within the range of the selected frame.


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    Questions about the online order process

    Can I use my FSA (Flexible Spending Account) or HSA (Health Saving Account) card to buy glasses online?

    Check your card and see if it has Visa or Master logo.  If it does, then you can use it the same way as you would use a credit card. 

    How can I change or cancel my glasses order?

    Our lab will start working on your glasses immediately after your order is submitted, and the prescription glasses will be made specifically for your prescription, so it can’t be cancelled. Please contact our customer service team if you need to change your order.

    How do I order reading glasses with my prescription?

    If you have a progressive prescription (your eyeglasses prescription has one or two values under ADD or NV-ADD), just select “Reading” after confirming your prescription, we will convert your progressive prescription to your reading prescription when making your glasses.

    If you already have a reading glasses prescription, just enter/fill the values by copying this prescription during the order process.



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