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FREQUENTLY ASKED QUESTIONS (FAQ)
1. Where should I send my prescription?
A: After your order is placed, please send us your prescription at firstname.lastname@example.org. Make sure the pupillary distance (PD) info is written on the script. The PD is the distance between pupils in millimeters broken down into right and left measurements (e.g. 33/34), and we use it to properly align the lenses for the best visual acuity. If your doctor has ever made glasses for you, they should have it on file; and it's a quick measurement to have taken at a local optical shop if not.
2. How long does it take to get my order?
A: For prescription glasses, it usually takes 3-5 business days for us to make, plus another day for UPS Overnight service (default; for domestic only) to reach your location. If you only order the frame, it usually takes 1-2 business days to process plus another day for overnight shipping.
PPE orders ship within 24 hours on weekdays (orders received on weekends will ship on the following Monday) via UPS overnight service.
You must have a physical address for us to ship UPS. PO Box can only be accessed by USPS (slower via the First-Class Package Service).
3. What are my shipping options?
A: By default we provide free shipping for prescription frames/glasses (accessories excluded) for domestic locations via UPS Next Day Air Saver. The service should reach your address by 5PM the next business day. For international addresses, the shipping method would be UPS Worldwide Expedited, which takes 3+ days to reach the destination. PO Box and APO only accept USPS shipment. To take advantage of our complimentary premium shipping service, please provide us with a physical address at checkout.
Please note that we only have the UPS overnight service as our standard shipping method. No other options, unfortunately.
4. How do I know what size to order?
A: The best way to find out is to look at the size of the frame you are currently wearing. There are markings inside the temple as well as on the back, sometimes at the bottom, of the frame. Eventually, you want to find numbers such as 50-22-140 or alike (below has more details about what the numbers mean!). Based on that info, go ahead and order the closest size possible.
These numbers describe the size of your eyeglass frames, specifically:
1. The eye size
2. The bridge size (distance between the lenses)
3. The temple length
All three of these measurements are specified in millimeters (mm).
5. What is your warranty policy?
A: For prescription eyeglasses, please contact us within 14 days of receipt of the product if there are issues with the lenses. Human errors, such as wrong prescription, outdated prescription would not be covered (prescription lenses cannot be reused by another person). Claims after 14 days of receipt of the product are subject to customer specialists' discretion.
For frames, we offer ONE year warranty under normal use. Customers will be responsible for a $10 shipping charge. Human errors would not be covered and will be customer's sole responsibility.
PPE items are not return-eligible due to quality control reason.
Customers claiming for warranty must present a proof of purchase.
6. Can I exchange for a different size if the one I ordered doesn't fit?
A: Each pair of prescription glasses are custom made, so we'd only allow for one exchange (return address in #5). However, the shipping cost from and back to you will be at your expense. So please be sure to include a UPS or USPS shipping label in the package for return shipping.
7. How would I apply for the military discount?
A: Whether you are in active duty, reserves, or veterans, we'd like to extend a site-wide, never expired 20% discount as a token of appreciation for your service. To apply, please fill out our online form. It should take up to a day (sometimes within few hours) to verify and send you a discount code. Thank you for your service!
For any other questions, give us a call at 800-227-6342 or email email@example.com