Home > Help Center > FAQs

Help/ Inquiries

We're available Mon-Fri, 10am-6pm EST. If we miss you for some odd reason,we will get back to you as soon as we possibly can.We're here for you and we'll do everything that we can to make sure you love our eyewear.

  • Call Us
    1-855-202-0123
  • Email Us
    service@GlassesShop.com
  • Message Us

Questions by category...

  • PRESCRIPTIONS
  • SHIPPING
  • LENSES
  • RETURN AND EXCHANGE
  • FRAMES
  • PLACE OR CHANGE AN ORDER
  • PAYMENT
  • INTERNATIONAL ORDER BASICS

1. How do I get a prescription?

Glassesshop.com does not provide eye exams or write prescriptions for eyeglasses. Please visit your ophthalmologist or optometrist to obtain both an eye exam and a prescription. They should provide you with a written copy of your prescription before you leave, but you can always ask for one if they don’t. Please also ask your doctor to measure and record your pupillary distance (or PD) on your prescription. Your PD is the distance between your two pupils measured in millimeters (e.g. 60). Your PD is not always included in your eyeglass prescription, but it’s very helpful for us to have when making your eyeglasses to ensure that they fit you perfectly.

2. How do I read my prescription?

On a typical prescription, you will see two sets of rows. Most of the time top portion is for your OD or right eye while the bottom portion is for your OS or left eye.

For Distance correction, there should always be a value under Sphere and most of the time it is negative. Its abbreviation is 'D.V.' which stands for Distance Vision.

For Reading-only correction, there should always be a value under sphere and most of the time it is positive. If there is a value under Near Vision (N.V., N.V.O.) then enter the power in the BOTTOM half of the form and leave the ADD power blank or ("0.00").

For astigmatism correction, please note that that Cylinder (CYL) and Axis are always provided together. For any value of Cylinder there should always be a value for Axis. Some doctors use positive (+) cylinder and some uses negative (-), there is a big difference between the two so please pay close attention to the positive and negative signs. If you don't have astigmatism correction, doctors might just leave it blank or simply SPH or DS which means Sphere or Diopters Sphere. Axis should be from 1-180 degrees, if you see a value like '5' under axis, this is also the same as '005' or '5 degrees'. It should always be a whole number and there should no be decimal point on the axis.

For Bifocals, Progressive lenses and Freeform lens, please check with your eye doctor whether the Addition is for Bifocals, Progressive and Freeform lens. Most of the time, compared to the Bifocal Addition, the Addition of the Progressive and Freeform is higher by 0.25, so please verify. An indication to know if your prescription is for Progressive and Freeform, is a PAL note written on the prescription. Only one ADD, means the addition for the Left and Right eyes are the same. Please be advised that we process a minimum of +1.00 and maximum of +3.50 for Addition powers.

Eye Doctors will sometimes leave out the decimal point on the Sphere, Cylinder and Addition. For example, -25 or +175, this is understood -0.25 and +1.75. Very importantly, pay close attention to plus and minus sign as this will greatly affect the lens. If there is anything on the prescription you are not familiar, please contact our Customer Service and we will be happy to assist you.

3. What do I need in order to place an order for prescription glasses?

To purchase a pair of prescription glasses, all you need is your eyeglass prescription. We also recommend that you provide your pupillary distance (or PD) . We will follow up with you via email if we have any questions about your order or if we need any additional prescription information.

4. What is my pupillary distance (or PD), and how do I get it measured?

Your PD is the distance in millimeters between the centers of your pupils. We use this measurement to align the optical center of the lens with the center of your eye in order to avoid unnecessary eye strain. Your PD may already be on file with your doctor or the last place that made your prescription glasses. If not, the measurement can also be done at any optical shop or optometry practice. The measurement is usually taken for free, but if you are charged a nominal fee we will cover it by deducting that amount from your order. All you have to do is send us a receipt and we’ll take care of the rest!

5. I’m unsure about how to enter my prescription online. Can I send it to you instead?

Of course! You can email us a copy at service@GlassesShop.com , upload it to our website during the checkout process. When you send us your prescription, please include your name, email address, and order number so that we can match up the prescription to the correct customer or order record.

6. I have a prescription with prism correction. Can you fill it?

Unfortunately, we are currently unable to fill prescriptions with prisms (indicated by the word "base," an up arrow, or a triangle symbol on your prescription). For the time being, here’s an option that may work if you have a pair of www.glassesshop.com in mind: simply purchase the frames without prescription lenses (at a 10% discount) and take the glasses to an optical shop to have prism lenses inserted.

7. Who checks my order to make sure I haven’t entered anything that is obviously wrong?

Our team reviews every single order for prescription glasses. If we come across anything out of the ordinary or clearly incorrect, we will email or call you to clarify. Keep in mind that because prescriptions can differ greatly from person to person, we are unlikely to catch prescription entry errors unless you have provided us with a copy of your prescription (which you can do by either uploading a scan or picture of it during checkout, or emailing the file to service@GlassesShop.com after placing your order).

8. Can I order frames without prescription lenses?

Definitely! Once you’ve picked the frames you like, you can proceed to checkout as usual. If purchasing optical glasses, you’ll be given the choice to purchase the glasses with non-prescription lenses. We will then fill your frames with high-quality lenses that include anti-scratch coating. If purchasing sunglasses, you can choose prescription or non-prescription glasses by selecting the appropriate option when adding the frames to your cart from the product page. I have a strong prescription — can you fill it? What if I have astigmatism? We can fill a wide range of single vision prescriptions, including prescriptions with astigmatism. However, we do have some limitations.

Prescription Sunglasses For sunglass orders, we can fill prescriptions with a combined SPH and CYL value up to -5.00. However, some of our smaller sunglass frames can accommodate slightly stronger prescriptions. We encourage you to contact us at service@GlassesShop.com , to determine the best frames for you based on your prescription strength.

9. Can I use my contact lens prescription to order glasses?

Unfortunately, contact lens and eyeglass prescriptions are different. The simple reason is because contact lenses sit directly on your eyes, while eyeglasses are held in front of your eyes. Though the prescriptions may appear similar, they will differ in strength and are not interchangeable. We cannot — and, for your safety, would not — use your contact lens prescription to make your glasses.

1. How long will it take to get my glasses?

This depends on what lenses and shipping method you choose, namely the time includes the processing time and shipping time.
Processing
In most cases, the processing may take 3-4 business days for normal single vision eyeglasses. Orders with tinted lenses may take 5-7 business days. Orders with Photochromic lenses, Polarized lenses, Bifocals/Progressive lenses, or Wraparound prescription sunglasses may take 7-10 business days.

2. Will I be charged for any extra payment expect for the products and shipping charges?

A certain amount of import duty may apply for some countries. Sorry for that we can't assume your import customs. Duty (or customs tariffs) is set by the destination country customs authorities. Please contact the local custom for a specific amount of it. It may take 7-10 business days.

3. When can I be entitled to free shipping?

When your order amount exceeds $49, you will be entitled to free standard shipping worldwide.
When your order amount exceeds $149, you will be entitled to free expedited shipping worldwide.

4. How do you handle shipping delays?

From time to time, shipping delay occurs due to various reasons. We kindly remind you to enter your address correctly with proper cases, spaces and punctuations. If you'd like to have your order shipped to a company address, please don't forget to write the company name as the integral part of your shipping address. In case the shipping delay occurs, please contact us or the courier service company for the most recent status.

1. What are the lenses made of?

We use light weight CR39 and polycarbonate plastic lenses. Our standard lens is single vision1.50 index. We also offer 'thinner' (1.56) , 'super thin' (1.61), 'Ultra-thin (1.67) and 'Extreme thin' 1.74 lens upgrades as well as Polycharbonate (PC) 1.59 index lenses. We especially recommend these upgrade if your sphere is +/-2.00 and above.

2. Do you sell prescription sunglasses and other tinted lenses?

A: We have a large variety of colored tints for lenses and our prescription sunglasses come with a dark tint – like any pair of standard sunglasses. We also offer transition lenses, which are clear in everyday normally lit conditions but the tint turns dark in stronger sunlight. Transitions also have a 100% UV filter. All of these options are available on our order form.

3. Do you sell lens coatings and tints?

A: We offer a variety of lens coatings and tints: Color tints: Gray, Green, Brown, blue, purple, pink Anti-reflective coating: excellent for driving and when you use the computer. UV 400 protective coating: sun-screen for the eyes. Premium Water Repellent Coating: prevent water drops for sticking to the surface and spreading.

4. Do you sell bifocal lenses?

A: Bifocals are available on a wide variety of our frames. We only suggest bifocals to customers who have had them recommended by their optician. Click here for our bifocal lenses.

5. Do you sell freeform/progressive lenses?

A: Yes we do! click here for our freeform / Progressive lenses collection

6. How do you divide the distance and reading portion on Bifocal Freeform or Progressive lenses?

The standard of segment height to which we produce multi-focal lens is depending on the size of the lens, approximately 2mm lower from the middle line of the lens for a lined bi-focal lens design and 4mm higher from the middle line of the lens for a progressive lens design. The actual dimension, therefore, is somewhat affected by the chosen. And most customers find these dimensions completely workable for their vision needs.

1. What is your guarantee and return policy?

We are confident that you'll love our product. However, if for some reason you're not completely satisfied with your glasses, you are entitled to a one time, no questions asked return for a refund. Click here to see details.

2. Can you replace the lenses in my Glassesshop frames?

We are happy to put new lenses into your Glassesshop frames. You only need to pay for the lens price and shipping fee. If it is the 1.50 single vision lens, the cost is $5 — much less than the cost of buying new high-quality lenses at an optical shop! Just email us at service@glassesshop.com.

3. Can you replace the lenses in my non–Glassesshop frames?

Unfortunately we cannot put new lenses into your non–Glassesshop frames. Our lab is only equipped to handle our very own Glassesshops.

4. I’ve received my glasses but would like to return them. How can I do this?

Please follow the steps below: 1. Contact our Customer Service Department at service@glassesshop.com to approve the return. 2. All returns must be returned in their unworn, original, condition, in the original case include an eyeglass case and lens cleaning cloth. 3. Package your glasses securely and make sure to include your name, contact information order number and why you returned the glasses 4. We recommend shipping your return by a traceable method. (GlassesShop.com is not responsible for shipping damages or lost shipments.) 5. Once your return is received, we will process refund in 7 working days. Your refund will be credited back to your original method of payment. 6. Once your refund has been processed, it will take 7 to 10 business days for your bank to process the credit and apply it to your account.

5. I have returned my glasses to you — what happens next?

If you have requested a replacement frame color or frame style, You can place a new order after receiving the refund for your return.

If you have returned your glasses to us for a refund, you should expect to see the funds appear on your credit card statement within 7 business days of us receiving your glasses.

6. Where can you ship purchase orders?

We cooperate with world-renowned express companies such as USPS/FEDEX and guarantee safe and timely delivery of your glasses. We are also glad to ship to international customers and to APO/FPO address. Click here to see details.

7. How long will my glasses take to arrive?

While we try to get all of our orders out to our customers as soon as possible, the processing time depends on the type of order. You should expect the turn around time to be:

Single vision Prescription glasses and sunglasses 8- 15 business days (including 3-7 for shipping)
Bifocal & freeform glasses and sunglasses 10-20 business days (including 3-7 for shipping)
Glasses and sunglasses with tint lens or crystal lens 15-25 business days (including 3-7 for shipping)

However, there are a number of variables that can affect the speed at which we are able to fill your purchase order for prescription glasses. In general, the more complete prescription information you are able to provide upfront, the more quickly we’ll be able to get your glasses to you! We may need to reach out to you if we’ve received incomplete prescription information or require additional clarification. Please keep an eye on your inbox after you place your order, as we will generally follow up with you via email should we have any questions about your order.

1. What do the three frame measurements mean?

The frame measurements on each product’s page are listed as three numbers. The first number refers to the width of one lens in millimeters, the second number to the width of the nose bridge in millimeters, and the third to the length of the temple arms in millimeters. Most glasses (including all glassesshop frames) have these numbers printed on the inside of the temple arm.

2. How can I choose the right frame?

First, use the Virtual Try-On to test which frame shape works best for you. Then, compare your current glasses’ measurements to the frames’ measurements on our website. This should give you a good sense. Usually you'll find a series of numbers on the inside of the frame, something similar to 50.18.140, for example. Those numbers represent, respectively, lens width, bridge width and temple arm length

3. How can I choose a frame if I have a high prescription?

Generally, we recommend full rim frames in small sizes for high prescription, the smaller the better. We recommend plastic or acetate for high prescriptions. We do not recommend metal rimless frame because the slot of the metal frame is narrow and the lens cannot be embedded tightly. Even it is embedded; you will feel heaviness in the front of the glasses.

Rimless frames are not available for lenses of high prescription due to the shortness and structure of the screws. For rimless glasses, we can fill prescriptions with a combined SPH and CYL value up to -4.00.

4. What types of frames do you sell?

We offer a variety of plastic, acetate, metal, memory or flexlite (bendable frames that retain their shape), titanium, designer and sports frames. All of our frames are hypoallergenic and come complete with complimentary case and cleaning cloth. For a complete list please click on our online catalog.

5. I don't have a prescription; I would just like the frames. Can I get non-prescription lenses fit into the frames?

Absolutely, on the lens page, please click on the 'No prescription' for lens type and we will send you the frames with non prescription lenses.

6. Do you offer children's frame?

Yes. Please check this link http://www.glassesshop.com/kids-eyeglasses.

7. Are there any limitations for Bifocals or Progressive Freeform lens?

Yes, not all frames are doable with Bifocals or Progressive. The lens height of the frame should be at least 30mm. We want to make it easier for you to identify which frame can or can't be done with Bifocal or Progressive, Freeform by putting a check or cross mark on the item page. If you need more advice, please don't hesitate to contact our Customer Service Department.

8. What if my frames need adjusting after I get them?

Most optical stores will do minor adjustments for a small fee or even for free! If you still have problems after that, give us a call at 800-917-7083 or send us an e-mail.

1. What do I need before placing an order for prescription glasses?

To purchase a pair of prescription glasses, all you need is your eyeglass prescription and your pupillary distance (or PD). Have no idea of what we’re talking about? Don’t worry! We will follow up with you via email if we have any questions about your order or if we need any additional prescription information.

2. How do I place a purchase order for prescription or non-prescription glasses?

Once you’ve found a frame you love, simply click the Orange “select lens” button on any product page to add it to your order. During checkout, you will be asked to select the type of glasses you would like to purchase. Click here to see details.

3. How do I submit my eyeglass prescription?

You can choose to enter your prescription directly on the website during checkout, email a picture or scan of the prescription to service@glassesshop.com. Please include your name and order number in the email. If you placed the order for someone else, please be sure to include both your name and the name of the patient listed on the prescription.

4. How do I change or cancel my order?

We process orders rather quickly but we will do our best to accommodate any order modifications. The best way to change or cancel an order is to give us a call at 1-855-202-0123, Mon–Fri, 9am–5pm ET, or email us at service@glassesshop.com. Please include "Change/Cancel Order" and "order number" in the subject of the email.

If the lab is making your glasses and you want to cancel it, 50% of your lenses price needs to be charged as the handling fee. We'll refund you the 50% of the lens price, the frame price and the shipping fee (the price for free single vision 1.50 Durable Standard lens will be set to be $5 in both cases).

5. I need my glasses fast! Can I pay for expedited shipping?

If for any reason you need to receive your glasses fast, please choose the expedited shipping. Please notice it only for fast delivery. We may not shorten the process time.

6. I’m having trouble with the website. Help!

If the website is giving you trouble, we first recommend that you sign out of your account (if applicable), close out of the browser you are using, and try opening our website in a different browser. We’ve found that customers using Firefox as their web browser tend to have more issues with the site, whereas customers using Safari or Chrome have the least. If you continue to have issues, or if you are having any trouble, please contact us at service@GlassesShop.com

1. What forms of payment do you accept?

For purchase orders, we accept all major credit and debit cards. We also accept payment through PayPal.
Glassesshop PayPal account: service@glassesshop.com

2. Do you accept cash and cheques?

Currently, we don't accept cash, cheques and money order. We only accept major credit cards and Pay Pal payments.

3. Can I pay using my Flex Spending or Health Savings Account card?

Yes, as long as your FSA or HSA card is affiliated with a major credit card. Can I get a sales invoice?

Yes, you can request this from our customer service reps by email at service@glassesshop.com and we will be happy to email you a copy of the invoice. This invoice can be used by customers who need it for reimbursement by their insurance companies or work place.

4. How long do I have to use the funds in my Flexible Spending Account?

If you don’t use all of the money you’ve put in your FSA for the year, you lose the money that’s in your account when the plan year ends. Most FSA plans end on December 31, but your plan may offer a grace period until March. Please check with your employer to find out the terms for your plan.

5. Is the Payment page Secure?

Yes. We utilize industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details during checkout. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

1. Which countries do you serve?

We cooperate with world-renowned express companies such as USPS/FEDEX and guarantee safe and timely delivery of your glasses. We are also glad to ship to international customers and to APO/FPO address. Click here to see details.

2. What are the costs related to international orders?

Standard Shipping
$6.95-USA( Alaska, Hawaii and Puerto Rico cost $15) 5-9 working days after processing $12.95 – Canada 6-10 working days after processing
$19.95 Continental Europe,
Australia and United Kingdom
5-7 working days after processing
$29.95 All other Countries 6-20 working days after processing
Free shipping - Orders with a total value above $59 will be shipped via USPS for FREE(U.S.A only),and if you want to ship to the other countries, you will be entitled to save $6.95 off the original shipping fee. Just use code FREESHIP at checkout to save.
Expedited Shipping
$19.95 USA 3-5 working days after processing

3. Will I be charged for any extra payment expect for the products and shipping charges?

A certain amount of import duty may apply for some countries. Sorry for that we can't assume your import customs. Duty (or customs tariffs) is set by the destination country customs authorities. Please contact the local custom for a specific amount of it. It may take 7-10 business days.

4. When can I be entitled to free shipping?

When your order amount exceeds $49, you will be entitled to free standard shipping worldwide.
When your order amount exceeds $149, you will be entitled to free expedited shipping worldwide.

5. How do you handle shipping delays?

From time to time, shipping delay occurs due to various reasons. We kindly remind you to enter your address correctly with proper cases, spaces and punctuations. If you'd like to have your order shipped to a company address, please don't forget to write the company name as the integral part of your shipping address. In case the shipping delay occurs, please contact us or the courier service company for the most recent status.