Frequently Asked Questions

Find answers to common questions & concerns of customers related to optical, vision, ordering information and more.

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Frequently Asked Questions

You can also view the Shipping Information for rates & processing times.
  1. If I place my order today, when will I receive it?

    Orders placed Monday-Friday by 10am PST will be processed the same day. All orders made after 10am PST will be processed the following business day.
    Your order will be shipped out when it has been completely processed. Please note that delivery times are dependant upon the shipping method you select.


    Product Processing Time
    Glasses 1-5 bus. days*
    + Single Vision or Plano Lenses 1-5 bus. days*
    + Progressive / Bi-Focal Lenses 3-7 bus. days*
    Contact Lenses 1-5 bus. days*
    Accessories 1-3 bus. days*

    * - Unless otherwise stated in the product description. Processing times are estimates and are not guaranteed.  For more information about processing times and product availability, please click here

    Certain brands may take additional time for processing, for a complete list of these brands please click here

  2. What are your shipping rates & options?

    Once your order has finished processing, it will ship out via the method selected during check-out. Shipping options and rates available may be found on our Shipping Rates & Information Page. All packages are sent trackable and insured. A signature may be required for certain shipment/deliveries. PO Box addresses are accepted only using a U.S.P.S. shipping method. If an improper shipping method is selected for your territory, it will be changed to the next least expensive option that is proper for your request and will be applied your order accordingly. International shipments may incur further delays due to customs holding the package.

  3. Do you ship to International Addresses?
    Answer: Yes. We ship to all countries allowed by the shipping courier. If you need to enter a province, please use the 'Country' field on the order page. (i.e. 'Alberta, Canada')


    Shipping Outside the U.S. & Canada: Your order may be subject to VAT, import duties and taxes, which are levied once your package reaches your country. ships your package DDU, "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. International & American/Non-US residents can sometimes experience an additional 1-5 day (estimated) delay due to import. For more information regarding your country's custom policies, please contact your local customs office.
  4. How do I contact the shipping company and/or track my order?
    Answer: If you have any more questions about shipping services, please contact the shipping company for further assistance:

    Shipping Vans

    USPS: (Toll Free US: 1-800-ASK-USPS)
    FedEx: (Toll Free US: 1-800-GO-FEDEX)
  5. Do you ship to APO/FPO Addresses?
    Yes. The 'State' select box (Scroll down to the bottom) on the order form will have the option to select the proper territory for an APO and/or FPO address. You may use the 'City' box on the order form to provide whether the address is 'APO' or 'FPO'. The required shipping method for APO/FPO addresses is USPS Priority Mail. If any other shipping method is selected it will be changed to the proper method and be applied to the order accordingly. APO Example
  6. What if my package is Lost?

    Please track your package using the tracking number provided by our orders department.

    If the delivery time of your order has exceeded the timeframe which is advertised online, then it may be due to one of the following reasons:

    Recipient Not Available
    All orders require a signature upon delivery. Most shipping companies will re attempt delivery on the following business day. Please ensure there is someone who can sign for your order at the specified shipping address. Orders not signed for may return to us.

    No Further Information Available
    If you are unable to track your package and the delivery date has exceeded the timeframe which is posted online, then please contact us immediately so we can research this matter for you. If a package has been confirmed as lost with the shipping courier, then we will ship another order to you as soon as possible at no extra cost.

  7. Does the package have to be signed for?

    Yes. All packages we ship require a signature for delivery, please ensure there is someone who can sign for your order at the specified shipping address. You may choose to ship the package to an address other than the billing address. For FedEx shipments only; if an order has been shipped and you would like to redirect the package, please contact us. Package redirection may delay delivery 1-2 business days and will be an additional cost of $15. Orders not signed for may return to us.

  8. What if my order arrives with Missing Contents?

    For missing contents please review the information below:

    Please review your order. The missing item(s) may be discontinued or on backorder. If you see that the missing item(s) have been billed to your account, please contact us immediately for further assistance.

    If your package arrives opened or tampered with and is missing contents, please contact us immediately for further assistance.

    ***Important: Please do not return the merchandise until once proper assistance is received as in many cases the shipping company may need to retreive the package.  Please do not process any claims with the shipping company, as this wiil be taken care of the shipper (us).

  9. What does it mean when my order is on Backorder?
    Answer: If an item is not currently available from the manufacturer or distributors, then it will most likely be placed on backorder. We will inform you via email if an item you placed is on backorder and the estimated availability date.

    Backordered items are usually under the same status nationwide.

    Backorder availability dates are estimated and not guaranteed.

    Your account will not be charged for an item(s) until it is available and ready to ship out. If there are multiple items in your order, and one is partially unavailable, you will only be charged for the original shipping fee once. The remaining item(s) will ship at no additional shipping expense.
  10. What if my order arrives Damaged?

    We go to great lengths to ensure that our merchandise arrives to you in perfect condition. If you have received an order in damaged condition, please review the information below for the proper assistance:

    If your order is damaged and you received your package completely sealed and in good condition, please contact us immediately for further assistance.

    If your order is damaged and you received your package opened or tampered with from the shipping courier, please contact us immediately for further assistance.

You can also view the Returns Information for return instructions.
  1. What is your Return & Exchange Policy?

    All merchandise we sell to our customers are brand new and unused. We do not accept returns on merchandise that is not in resalable condition, including but not limited to, signs of wear and tear, altered products, missing/damaged contents such as cases, cleaning cloth, and packaging materials. If you have any questions regarding the condition of the merchandise prior to returning, please contact us for assistance.

    Prior to return/exchange, please request a return authorization form. Please ensure that all packages shipped to us are sent with insurance and tracking service. We are not responsible for returned packages that are damaged due to mishandling during shipping. Returns generally take 7 business days to process from the day it is received. All shipping charges are the customers responsibility including re-shipping for exchanges. We will contact you if we have any questions.

    For international returns, please ensure the package is marked as 'RETURN WITH NO VALUE' so import taxes will not be charged. Otherwise, all import taxes must be covered by the customer. We are not responsible for any taxes associated with accepting an international return.

    Each product has it's own terms, please see below:

    FRAMES - Eyeglasses, Sunglasses & Clip-On's
    All frame returns must be postmarked and sent back to us within 30 days of delivery. We charge a competitive 15% restocking fee for all returned frames for REFUNDS. All frame EXCHANGES will receive 100% store credit towards a new purchase of any other product we sell, including lenses.

    We guarantee your lens order will match the prescription provided by your doctor. If it does not match we will remake the lenses at no extra cost.

    All lens orders are verified and inspected prior to shipping. Since lenses are custom made, all lens orders are not fully refundable. You may return lenses for a 50% store credit towards a new set of lenses of equal or greater value or you may receive 50% off the lesser priced lenses for your exchange request. All lens exchange requests must be sent back to us within 90 days of the delivery date.

    If your doctor changes your un-expired prescription after you receive your order, you may return them within 90 days from the delivery date. We will remake the same lenses in the new prescription at no extra cost to you, aside from shipping, as a standard exchange request.

    All contact lens sales are final. If your doctor changes your un-expired prescription within 90 days from the delivery date, any unopened boxes of contact lenses may be exchanged for your new prescription. The contact lens expiration date must not be less than a year if being exchanged for a supply in the new prescription. Opened or used contact lenses will not be accepted for exchanges.

    Accessories must be returned within 30 days of the delivery date minus a 15% restocking fee for a refund, or 100% store credit for an exchange.

    Note: Customer is responsible for all shipping charges. No shipping charges will be refunded.

  2. Can you make lenses for my own frames?
    Answer: Only for frames which were previously purchased at by an existing customer. Please contact us first, if you would like to send a pair of GoOptic purchased frames to have us make new lenses for them.
  3. I am experiencing vision problems with the lenses I ordered, what do I do?

    If you received a prescription lens order from us and are experiencing vision problems please read below:

    If you have not worn this prescription before:

    Discontinue use and contact your prescribing eye doctor for further assistance. Your doctor may have misprescribed you and would have to correct it. Most eye doctors will be able to inspect the lenses to see what the problem may be. If your doctor changes your prescription, then please click here .

    If you have worn this prescription before:

    Discontinue use. There can be multiple factors creating this issue. To help identify the problem(s) you are experiencing, please take the lenses to your prescribing doctors office or local optical shop for an inspection. Please contact us for further assistance.

  4. What happens when my package is returned to shipper?
    Answer: If your package has been returned back to us by the shipper, it is likely there was no signature for the package. If we receive a "return to sender" package, we will notify you with options listed below:

    Option 1. Request a Re-Shipment: We will re-ship the package to you one time with no extra charge via USPS Priority mail or FedEx Ground. International re-shipments, upon customer approval, will be charged 50% of the original shipping fee for a re-shipment of a 'Returned to Sender' package.

    Option 2. Request a Cancellation: Shipping fee's will not be refunded and restocking fee's may apply.

    Option 3. Request an Exchange: Please contact us for more assistance.

    If our returns department receives no answer from the customer regarding this situation within 7 days, option 2 (above) will be processed by default and will be considered finalized.
  5. How long will it take to get my refund?
    Answer: Please allow 7 business days for processing a return. Once a return has been processed and a refund has been issued, an email will be sent to you advising you of the refund and amount. Refunds may take up to 4 business days to post to your credit card statement from the day it is issued due to bank processing.
  6. How do I send back the item(s) I want to return?
    Answer: Please print out our RETURN AUTHORIZATION FORM, fill out completely and place in the package along with the return. This is not a shipping label. You may find the return authorization form on your online receipt that is emailed to you upon placing your order. If needed, please contact us for further assistance with obtaining a return authorization form.
  7. What if my product is Defective or Incorrect?


    All products we sell have a 1-year warranty against any manufacturing defects. Warranties do not cover damage or breakage caused by excessive conditions, which include but are not limited to, excessive wear, pressure, force, abuse, heat and moisture. Lens damage such as scratches, chips, and cracks must be returned within 7 days of receiving your order for repair or replacement.

    If merchandise is confirmed as a manufacturing defect by our returns department and is non-replaceable or non-correctable, you will be entitled to a full store credit on the amount paid for the merchandise if the merchandise.  If you receive any merchandise that happens to be incorrect or defective with-in 30 days of your order date please contact our customer service department and a pre-paid domestic return shipping label that will be provided to you via email (printer needed) so you may return the defective/incorrect merchandise.

    Our returns department will inspect the returned item(s) and item(s) which are confirmed as defective or incorrect, such as a re-do, replacement and/or correction will be processed. Replaced or Repaired merchandise accepted under warranty will be shipped back to the customer at no extra charge as long as the request is with-in 30 days from the original order delivery date.  If the request is past 30 days, then the customer will be responsible for the warranty processing fee of $15.00 (which includes the shipping fee), which will be applied to the account on file (unless another is provided).  If you return defective merchandise for a refund, restocking fee's will be applied accordingly. Please see our returns policy for more information. If our returns department does not find defects in returned merchandise, the package may be shipped back to you and shipping fee's will be charged to the payment method used to place the initial order.

    We also do accept images via email if you choose to verify a defect prior to returning merchandise, please contact us to arrange this request.

    Some manufacturers offer their own warranty on merchandise that is sold on our website. If a manufacturers warranty is offered, we will try to include the details with the merchandise. Manufacturers warranties are not the same as our 1-year warranty (which is listed above), please contact the manufacturer directly for the manufacturers warranty. For assistance with manufacturer contact information, please contact us and we will try to assist you.

  8. Do you offer a Repairs Service?

    We offer screw/bushing replacements and re-mounting of (drill-mounted) lenses to our existing customers for a handling fee of $15 + shipping. Unfortunately we do not offer any other repair services or replacement parts (nosepads,temples,etc.) at this time. Existing customers may request a return authorization for a replacement or re-mounting service as explained above by contacting Customer Service.

  9. What Do I Do if my Frames Arrive Crooked?
    Answer: All frames without lenses requested arrive brand new directly from the supplier. It is possible for these frames to arrive crooked or out of adjustment. Please request a personal adjustment upon having lenses installed from your optical shop.

    We pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment. Not all heads are shaped the same, therefore, it may be beneficial for you to have the frames adjusted at your local optical shop. If you have trouble finding proper assistance with adjusting your new frames, please contact us to send the frames back and we will adjust them to our best ability. Crooked frames in most cases are not considered defective and can be adjusted to fit your face. The best adjustments are done when the wearer is in the physical presence of the adjustor.
Frequently asked shopping questions
  1. How do I know that your products are Authentic?
    100% Authentic Eyewear Guaranteed
    All the products we sell are guaranteed 100% authentic and directly from the manufacturer. Most manufacturers provide authenticity papers, case and/or cleaning cloth which we will include in your order.
  2. How do I find the right frame?
    Answer: There are many factors determining the right frame for you. The best method is to choose a frame you have tried on or worn comfortably in the past. Below are some guides to help you choose the right frame.

    What Style will look best?
    View our Face Shape Guide

    What Size will fit best?
    View our Frame Size Guide/Chart
  3. Do you charge Sales Tax?
    Answer: No, we do not charge sales tax.
  4. Do you offer lens-edge polishing?

    Yes.  Lens-edge polishing is applied at no extra charge to the lenses when the lab feels that the polish will not compromise on the stability of the lenses in the frames.  All frameless/rimless lenses however, are polished at no extra charge.

  5. Why is the Shopping Cart page not properly working?
    Answer: If you are experiencing problems with our shopping cart, please make sure your "cookies" are enabled. We use "cookies" in order to improve your shopping experience. To enable cookies on your browser, please review the documentation for your browser for further assistance. You may also be experiencing problems if your browser cannot accept SSL 2.0 + connections. The browser error should provide more information if this type of error occurs.
  6. Do you have a paper catalog mailer?
    Answer: We do not offer a paper catalog at this time, we apologize.
  7. I want lenses but this prescription stuff is confusing.
    Answer: We understand it can be confusing, that is why we offer to do it for you. We can verify your prescription with your eye doctor's office so you don't have to worry. Please visit the Prescriptions section for more information.
  8. Does give any Special Deals or Offers?
    Answer: Yes. To be informed of these specials sign-up on our mailing list by clicking here
  9. Do I get a case with my glasses?
    Answer: Most manufacturers provide eyeglass cases with their frames and will be included in your order. Some manufacturers do not offer cases, however, if lenses are added to your order we will supply a GoOptic case and cloth for you at no charge.
  10. Where can I purchase replacement parts?
    Answer: We do not sell replacement parts at this time, we apologize. You may wish to check a local optical store for possibly assistance with replacement parts.
  11. What does it mean when a product is Final Sale?
    Answer: Final sale items are non-returnable, non-refundable, and cannot be cancelled. Most final sale items will be noted in the product description. If a product is soon to be discontinued we may choose to make it a final sale item and will inform you and allow you to cancel the order.
  12. What forms of payment does Accept?

    Payment Types

    We accept Visa, Mastercard, American Express and Discover credit cards. We do not accept checks or money orders.  Unfortunately PayPal is not accepted at this time. However, you may choose one of these Pre-Paid Visa Credit Cards which may be used for shopping on

  13. How do I Cancel my order?
    Answer: Please contact us immediately if you decide to cancel your order. Please be advised that canceling an order once it has been processed is subject to a re-stocking fee. Restocking fee's are 30% for all lenses and 10% for all other merchandise. Please see the Returns Section if your order has already been shipped.
  14. Can I transfer my old Lenses in a different style

    Unfortunately this type of support is not currently offered at this time.  We usually suggest to stay with the same brand, model and size of the original frames if you are looking to transfer the lenses. If you are trying to 'save' your lenses, we suggest you check with a local optical store, since we do not support these type's of requests at this time, We do apologize for any inconvnience.

  15. Do you have anymore photos of the products?

    Unfortunately what you see is what you get at this time, We sincerely apologize for any inconvenience.  Please check back in the future for any possible updates.

  16. Can you alter the size or style of these Glasses

    Unfortunately we do not offer altering of the sizes or styles at this time. Additionally, making these types of alterations to the frames may also void any warranty for manufacturer defects.

  17. How do I know if an Item is Available?
    Answer: We offer many of the items advertised online in stock, however, many of the items must be ordered from the supplier. The availability of an item is subject to change at anytime without notice.

    If there is an item unavailable for order, we will send a notification email immediately with the details. Some items can be discontinued and are no longer available. We will inform you if a product you ordered becomes unavailable, you will not be billed and the item will be removed from your order. If you still see the item online, it may be due to other color/size selections available. We do our best to remove all discontinued items from our website promptly.
  18. Do you offer price matching with your competitors?

    Price matching is currently available for products which show a 'Request Price Match' button on the Eyeglasses/Sunglasses order screen. Price matching is only available for the product which is being matched, all other items are exempt from price matching.

    Please review the illustration below for an example of where the 'Request Price Match' button is placed on an Eyeglasses / Sunglasses order screen:

    Price Match Example

    By clicking the 'Request Price Match' button you will be able to submit the information needed and qualificiations for our staff to properly process your price match request.

  19. Do you accept Flexable (FLEX) Spending Accounts (FSA)

    Yes, you are able to place orders online through the website using your Flex Spending card.

  20. How to order Prescription Lenses

    Ordering eyewear with prescription lenses is fast & easy with  To get started, please follow these steps:

    1. Select a Frame
    2. Click 'Add Lenses to your Frames' (shown in the image below)
    3. Proceed through the lens ordering screen which will gather information like the lens type, options, prescription details, etc.
    4. Checkout from your shopping cart.

  21. Can I add lenses to my order after I try a few pairs on?
    Answer: Yes. Please see our Returns section on how to make an exchange.
  22. Do you have a physical location in my area?
    Answer: We do not have any physical walk-in stores at this time, we apologize.
Frequently asked prescriptions questions
  1. How do I know my prescription order will be right?
    At, we handle each order with intensive care. All prescription orders are verified with your doctor's office prior to processing and inspected prior to shipping.
  2. What is a PD (Pupilary Distance) Measurement?
    Answer: Pupilary Distance is the measurement from the center of the left pupil to the center of the right pupil in millimeters and abbreviated "PD". A pupil would be most easily explained as the black dot in your eye. A prescription order may be initially placed without a PD measurement, however our lab cannot complete the order until the PD is submitted. PD measurements are required to ensure your lenses are properly installed in the frames to match your pupil.

    Examples below:

    In this example you will find that the person's PD measurement is 58 millimeters.

    Types of PD's:

    Binocular PD: The complete PD measurement.
    Monocular PD: 2 numbers. A partial PD measurement, from the center of the face to the pupil. When the monocular PD's are added together, they should total up to the Binocular PD.
    Near PD: The near PD is usually around 2-3 mm's less than the distance PD measurement. Considering the pupils will be usually closer since reading-only is for closer objects.

    Examples of different types of PD measurements are below:

    Did you know?

    1 centimeter = 10 millimeters
    1 inch = 25.4 millimeters

    How can I get my PD Measured?
    Below are tips on how to have your PD measurement obtained. PD information is not necessarily recorded on your prescription, and in most cases is available if eyewear was purchased through your doctors office.

    1. Call the last place your prescription glasses were made/crafted. This information is usually kept on file at the store that previously filled your prescription glasses. You may choose to have us contact the store/office for you, please provide us with the telephone number after you place your order.

    2. You can visit the prescribing eye doctors office and ask them to take this measurement for you.

    3. You can visit a local optical store and ask them to take this measurement for you.

    4. As a last option, and not recommended, have a friend measure it. Please do it a few times for a consistent reading.
  3. What do I do if my prescription has expired?
    Answer: We are not able to fill any prescriptions that have expired with a couple of exceptions: Your existing frames with lenses have broken, or your doctor gives you a prescription extension. We must verify these exceptions through your doctor.
  4. Is an Eyeglass prescription the same as a Contact Lens prescription?
    Answer: No. An eyeglass prescription is different than a contact lens prescription and cannot be used for a contact lens order and vice versa. If you do not have a prescription for one or the other please consult with your eye doctor.
  5. Do you Accept Vision Insurance Plans?
    Answer: No. However, an online receipt is provided upon order completion which may be submitted to your insurance company as an 'Out of Network' purchase. Please consult with your insurance provider for types of allowed reimbursements. Many vision insurance companies are now accepting 'Out of Network' purchases due to affordable prices found outside of optical shops.
  6. What happens if my doctor changes my un-expired prescription?

    Your un-expired prescription may be corrected by your doctor if you are experiencing vision problems with your new lenses. You have 90 days from placing your order to have us re-do your lenses at no charge if an un-expired prescription update is required by your doctor. They must be the same lens material/brand used in your original order. Please see our Returns Section for more information.

  7. Do I Need a Prescription if I'm only ordering Readers?
    Answer: You may order readers that function the same as "over the counter" readers without a prescription. Please follow the steps below for instructions on how to order a pair of readers that function like "over the counter" readers:

    1. Click 'ADD LENSES TO THESE FRAMES' on the order page of the frame which is desired. Click here fore more help with this step.
    2. Select 'Single Vision' lenses as the lens type on 'STEP 1' of the lens ordering section.
    3. Select the lens which you would like.
    4. As the Patient's Name you must enter 'Readers' and the PD (Pupilary Distance) field must be left blank, as it will be manufactured like 'over the counter' readers.
    5. The 'SPH' field is the only field required for this request. A plus (+) power is required and both eyes must have the same value.
    6. All other prescription fields may be left blank.
  8. How do I read my eyeglass prescription?

    It is not necessary to understand your eyeglass prescription, however can be helpful when ordering/selecting the right products for your order. We verify prescriptions through your eye doctors office before processing your order(s).

    Please review the examples below to understand your prescription.


    Examples Explained:

    Example #1: Single vision prescription is shown here. There is astigmatism in the right eye only.

    Example #2: Bi-Focal / Progressive prescription is shown here. The '+2.00' ADD power is for standard (lined) Bi-Focal's and the 'PAL' is only for Progressive Bi-Focal lenses. If there is no 'PAL' on the prescription, then in most cases the ADD power can be used for lined Bi-Focal's or Progressives.

    Example #3: This prescription shows a prism is required. The prism is different for each eye. According to the prescription, it would be 1.0 diopters 'Base-Up' for the right eye and 2.0 diopters 'Base-Out' for the left eye.

    Example #4: This example shows how a distance + bi-focal/progressive prescription can be translated into a near-vision only prescription, in case the customer would like reading-only glasses using the 'Near' prescription shown here.

    Example #5: In some cases, the copy of the prescription will not have the grids laid out. If this is the case, this example shows how to read & co-relate the fields to the normalized prescription format.


    O.D.: Right Eye

    O.S.: Left Eye

    O.U.: Both Eyes

    D.S.: Diopters Sphere, meaning there is no Cylinder (CYL) power in the eye.

    SPH.: Sphere; Is the prominent strength in an eyeglass prescription. Doctor's have a tendency to sometimes write the numbers/parameters a bit differently. In the particular example, the Sphere would be read & normalized as '-0.50' for both eyes. You may sometimes see 'SPH', 'PL' or 'PLANO' written in this field by the doctor, which would simply mean there is '0.00' power in that section.

    CYL: Cylinder; The amount of astigmatism. In some cases the doctor will write 'DS' or 'SPH' in this section, which would simply mean to leave the field empty or have '0.00' power in that section.

    AXIS: Comes hand in hand with the CYLINDER, If there is no Cylinder, then there should not be any Axis. It's a degree/angle, therefore, it would be a value of or between 1 to 180. The reading from the example shown to the left would be '145' for the Right Eye (O.D.) and '15' for the Left Eye (O.S.). When there is a Cylinder and no Axis, this means usually that it is a 0 value axis, which in this sense would be a 180 degree axis.

    ADD: How much power gets added to the distance Rx, for your reading-only Rx or for the bottom half of your bifocals/progressives

    PL or PLO: Plano; This is a placeholder for the number '0'. This may also be left empty.

    PRISM: This field is rarely used, therefore, it is not shown on the website. However, if you do happen to have a Prism, we will notice it when we verify the prescription. There are two separate parts to a Prism, the first being the diopter strength ('1.5') and the second being the direction ('BU'). There are four different directions: Base-Up, Base-Down, Base-In and Base-Out, however, these are commonly abbreviated as BU, BD, BI and BO. Prism can be applied to any prescription lens for an additional fee of $10 per diopter.

    BASE: Base is used for Prism's, however, most of the time the Base is included in the Prism section. Please see the Prism section above for a further explanation of 'BASE'

    NV or NVO : Near-vision or Near-vision-only; your doctor is recommending "reading-only" glasses.

    P.D. or PD = pupilary distance (the distance in between your right pupil and your left pupil), in millimeters (mm). View more information about PD Measurements

    Seg Height = This is the vertical measurement used for Bi-Focal / Progressive lenses. View more information about Seg Height Measurement & our in-house formula.


    1. No Decimal Points?
    If your prescription does not show decimal points, then it may be read as follows:
    -100 = -1.00
    +25 = +0.25

    2. Blank Fields?
    There may be blank fields in your prescription. In most cases there is not a mistake. Only fill-out the fields which are filled-out on the prescription and leave the rest blank.

  9. Are there extra fee's for my prescription lens request?
    Answer: Not all frames are the same and may require a custom lens. Custom lenses may require additional fees due to materials and/or labor. While reviewing your order we may determine that a custom lens order is required. If this happens, we will inform you immediately of any additional fees and you will have the option to confirm or cancel your order. Not all lens requests are guaranteed. We have the right to reject orders if we feel that the fit will be inaccurate.
  10. How do I know my Progressive (Bi-Focal) Lenses order will be accurate?
    Answer: Our lab has over 40 years of optical experience with crafting progressive lenses. We use an advanced progressive formula which is precisely calculated to the frames you select in your order. The measurement generally used when making progressive/bi-focal lenses is the Seg. Height measurement, which is the vertical measurement of where the different powers will meet and/or graduate.

    The Seg. Height (vertical measurement) of the lens is calculated by a formula which is for bi-focal, tri-focal and progressive lens requests. If a Seg. Height measurement is available that you would like for us to use, then you can provide this information in the 'Comments Section' of your order during check-out, and we will process this for you accordingly. Please ensure that if you are providing a Seg. Height measurement, then it must be the same measurement used for the same exact eyeglass frames (same size as well) that you're purchasing from us, since the Seg. Height measurement is dependant on the frame size. If a Seg. height measurement is not provided by the customer or their eye care provider(s), then we will use our in-house formula for making the progressive lenses in your order. Our in-house formula is accurate in most cases.

    If you feel the progressive/bi-focal lenses and seg height was improperly made, then we can remake the lenses one-time at no cost to you. If a seg height re-do is requested, then the you must either provide the new seg height measurement to be used or mark on the lens where your eye (pupil) see's through the lens using a marker (permanent is ok), so our lab can remake them at the proper seg height for you.

    Please review our Returns Section for more information on re-do requests.
  11. What are the best lenses for my prescription?
    Answer: The 'Best' lenses for you depend upon your needs. Standard recommendations* are listed below:

    Lens / Coating For Who/What? Why?
    Polycarbonate Children Impact Resistant, Light-Weight
    Polycarbonate Activity / Sports Impact Resistant, Light-Weight
    Polarized Sunglass Lenses Removes Glare off of Surfaces & Objects
    Transitions Sun-Sensitive Lenses Versatile. Clear indoors and tinted outdoors.
    Varilux Progressives Progressive Lenses Low Distortion. Better Vision.
    Hi-Index 1.56 Prescriptions no greater than +/- 2.00 Thin
    Hi-Index 1.60 Prescriptions no greater than +/- 4.00 Thin
    Hi-Index 1.67 Prescriptions no greater than +/- 6.00 Thin
    Hi-Index 1.70 Prescriptions +/- 5.00 to +/- 8.00 Thin
    Hi-Index 1.74 Prescriptions +/- 5.00 to Any Thin as Possible
    CR-39 Plastic Color Tinting & Gradient Tinting for Sunglass or Fashion lenses. Easiest material to tint
    Anti-Glare Coating Progressive lenses or Strong Prescriptions (over +/- 2.00) Helps reduce distortion caused by light radiance.
    10% Rose Color Tint For Reading / Near Vision / Computer lenses Helps eyes when reading.

    *Recommendations are general and not recommended for everyone. For the best lens recommendations please consult with your eye doctor.
  12. Can you prescription these sunglasses?
    Answer: If the 'ADD LENSES TO YOUR FRAMES' button appears on the order page, then the frames can most likely accept your prescription lens request.

    Prescriptions over +/- 2.00 are not recommended for curved or wrap-around styles. A flatter frame style is suggested for stronger prescriptions to help avoid distortion and vision warping (coke-bottle effect). You may find the following examples helpful when selecting frames:

  13. Which Lens Coatings and Treatments do you offer?

    Many of the lenses purchased will include the common lens treatments, such as UV Protection and Scratch Guard.  If they do not, the prices for the treatments are additional, as follows:

    General Coatings:

    • Scratch Guard: $7 additional
      Scratch guard helps prevent minor scratches.

    • UV Protection: $7 additional
      Protect your eyes against the suns harmful rays with 100% UVA / UVB protection.

    Anti-Glare Coatings:

    • Generic: $29 additional
      Stock coating from the lab.  Great value.

    • Zeiss Carat?: $49 additional
      Advantage coating takes ease of cleaning to the new levels. In addition to the anti-reflective and scratch protection properties of traditional Carat?, the new hydrophobic finish makes lenses more smudge resistant and easier to clean than ever before.

    • Crizal?: $69 additional
      Crizal lenses are designed with two-sided scratch resistance, making them tough, durable and long-lasting. Dramatically reduce distracting double images and wear on your eyes created by headlights from other vehicles and streetlights. Advanced hydrophobic property that makes cleaning a breeze.

    • Crizal Aliz??: $79 additional
      Lenses resist dirt and smudges for even clearer vision. Scratching is reduced because lenses require less cleaning. Dirt and other contaminants wipe off effortlessly. The amazing properties fill in and smooth out the microscopic pores on the lens surface. Grime, dirt and oil essentially slide right off, making Crizal Aliz? lenses ten times easier to clean than standard anti-reflective lenses.

    Color Tinting:

    Note: Additional tinting cannot be applied to polarized or sun-sensitive lenses (Transitions, etc.)


    TINT DARKNESS: (80% is the maximum and is standard in most sunglasses)


    • Solid Color: $7 additional
      The entire lens will be one solid color of your choice.

    • Gradient: $15 additional
      The Lens will fade from top of the lens with the color of your choice and faded downwards to clear.

    • Double Gradient: $25 additional
      Two colors will be selected, the top color will fade into the lens from the top and the bottom color will fade into the lens from the bottom.

  14. How do I read my contact lens prescription?
    Contact Lens Prescription help

    The contact lens prescription will include the lens brand along with the paremeters, such as power, base curve and diameter and any additional fields, such as Cylinder, Axis and Add power. cannot alter a patient's prescription with-out the prior written consent from the eye doctor's office. There may only the circumstance of altering the lens brand of a contact lens due to 'Signature & Private' label, which is explained below.

    Signature & Private Brands
    Sometimes lens manufacturers sell a particular lens under multiple brand names: for example, they may create private-label brands for large eye care practices or specific optical chains only. If your prescription calls for a private-label lens, we will change the order to the alternate brand name which will have the same lens, just different packaging.

    Incomplete Prescriptions
    Many times the doctor does not write out the entire contact lens prescription, such as the base curve and diameter. However, the online contact lens order form will guide you to the available options in which the lens is manufactured in. Most of the time each type of lens is made in 1 base curve and diameter.

    Non-Matching Base Curve & Diameter
    Many times the doctor does not write the correct base curve and/or diameter of a particular lens brand on the patient's prescription. The lens brand is manufactured in one particular range of these measurements only, therefore, this may confuse customers/patient's. In any case, the prescription will be verified prior to processing, therefore, you may rest assured that the proper contacts will be sent to you.
  15. How do I know if my prescription has expired?
    Answer: Most prescriptions have an expiration date of 1-2 years. Expiration dates should be stated on your original prescription. If there is no date stated on your prescription, please contact the prescribing doctor for validity. We verify all prescriptions.
  16. Why do you ask for my Date of Birth?
    Answer: In order to verify your prescription we require your date of birth. We are required to verify all prescriptions by law.
Security & Privacy
View our Security & Privacy Policy for full details.
  1. Will my information be kept private?
    Privacy Policy by TRUSTe

    Yes. We at value your trust. We do and will not sell, rent, or give away any customer information to other parties. To find more information, please visit our Privacy Policy effective through TRUSTe by Clicking Here

  2. What are your security standards?

    We go the extra distance to ensure every transaction you make at will be 100% safe and secure.

    We understand you may be concerned about entering personal or credit card information over the Internet and want to assure you that there's nothing to be worried about. To ensure that your credit card security isn't compromised, we use SSL software to encrypt all information before it is sent to us. This prevents any outside interference with your data.

    This website has chosen one or more Verisign SSL Certificates to improve the security of e-commerce and other confidential communication.
    HACKER SAFE certified sites prevent over 99.9% of hacker crime.

    Additionally, has teamed up with McAfee Secure? and is tested daily to pass the FBI/SANS Internet Security Test. The "live" McAfee Secure? mark appears only when a web site's security meets the highest security scanning standards of the U.S. government, Visa, MasterCard, American Express, Discover and JCB. Click here for more details.

    Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50 of fraudulent charges. If, for some reason, you are held liable for these charges, we will cover the entire amount up to $50-as long as the unauthorized use of your credit card resulted through no fault of your own and from purchases made at while using our secure server.

    If you encounter unauthorized use of your credit card, you are responsible for notifying your credit card provider.

  3. How do I remove myself from your mailing list?
    Answer: If you wish to no longer receive special offers & updates from our mailing list, you may un-subscribe by clicking here
Order Status
Visit the Order Status section to track your order in real-time.
  1. How Can I Check my order Status?

    Go to the "Order Status" section on our website or find it on your online receipt. We try our best to keep you as informed as possible with your order. Our "Order Status" section will give you real-time information about your order.
    The information you enter and the information we provide about your order needs to match exactly.

    Check my Order Status Now

  2. What do I do if my order is on hold?
    Answer: If you have received an email which states that your order is on hold, please login to your account or check your order status for more information. Once you have reviewed the hold details, you will be guided to resolve the hold situation. You may contact us for further assistance.
  3. Why is my tracking number not working?
    Answer: Tracking information may take up to 24 hours to post on a shipping company's website. Please contact the shipping company if it has been more that 24 hours since you received you tracking number from us.
  4. Why haven't I received an order confirmation email?
    Answer: If you have not received an order confirmation email or any communication, please check your junk/spam mailbox. If there are no emails from us in your junk/spam mailbox, please ensure that your correct email address was provided in your order. Please contact us for further assistance.
Contact Us
View the Contact Us page for our full contact details.
  1. How can I submit my Prescription?

    This information is for submitting prescriptions only, for general fax and contact please see our corporate contact information. Please allow up to 48 hours for a prescription confirmation response.

    NOTE: Please include your order ID number when sending a fax or email.

    Fax Us

    Toll Free: 1-888-579-1155
    Local/International: 1-302-385-0405
    24 hours, 7 days a week.

    Email Us
    Please scan & email a copy of your prescription.

    Doctor Verification Phone

    Toll Free: 1-877-363-3959
    Local/International: 1-310-325-7004
    Open M-F 8am - 4pm pst
    This phone number is for your doctor's office to call and verify your prescription.

  2. Can I purchase a brand or item not advertised on your site?
    Answer: We have access to thousands of eyewear products that may not be currently advertised on our website. You may easily submit your request online by using our Item Request Form
  3. How do I contact a customer service representative?

    Call Us

    Toll Free: 1-877-634-2020
    Local/International: 1-707-576-3217
    Customer service representatives are available 24 hours a day 7 days a week.
    se habla espanol

    Email Us
    Send us an email using our online form.
    Please allow up to 48 hours for a response.

  4. What are your Hours of Operation?
    Answer: Monday through Friday, from 8am to 5pm PST.

    Our offices will be closed on the following major holidays:
    New Years Day (Jan. 1st)
    Independence Day (July. 4th)
    Labor Day (Sep. 6th)
    Thanksgiving Day
    (Nov. 25th)
    Christmas Day
    (Dec. 25th)

  5. How can I reach the Corporate Office?
    Answer: General Fax

    Available 24 hours, 7 days a week.

    Purchasing Department
    Please around 24-48 hours for a response.

    Marketing & Promotions
    Please allow around 24 to 48 hours for a response.
  6. What is your mailing address?
    3422 Old Capital Trail, Unit #718
    Wilmington, DE 19808
    United States

    This is not our returns address. Walk-in's are not accepted at this time, we apologize.

  7. Can I Read/Write Reviews about my Shopping Expierience?

    You may read/write reviews about on

    BizRate Customer Certified (GOLD) Site - Reviews at Bizrate

Still have questions?
Our customer service agents are here to help.
  • Give us a call at 1-877-634-2020 (open 24 hours a day, 7 days a week)
  • Visit the Customer Service section
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