Frequently Asked Questions
Do you accept any insurance?
Unfortunately, we are not currently affiliated with any insurance companies. However, we can provide a copy of the exact invoice so that you can attempt to seek reimbursement from your insurance company. Please contact us if you need.
How do I pick the right frame for my face?
That's a question! But with our Face Shape Guide, you'll learn that there are frames for everyone — we will tell you the right frame best fits you!
How do I know a frame is out of stock?
Out-of-stock frames will be marked, and you are not allowed to purchase them. You may have come here because you are looking for a frame that is currently out of stock, which may happen from time to time, but don't worry; our customer service will be happy to help!
What can I do if I want to cancel my order?
For any reason you wish to cancel your order, please be sure to contact our customer service via email or phone(+1-585-800-1155) within 12 hours of successfully paying for your order. Unfortunately, if the glasses have been assembled or are in the process of being assembled, it may not be possible to cancel.
What is Pupillary Distance?
Pupillary Distance (PD) is the distance between the center of one pupil to the other. Your PD is normally included in your prescription. If not, you can measure it yourself; please check how to measure your PD for more help.
What types of prescription lenses do you have?
As a qualified online eyeglasses provider, we supply almost all prescription lenses on the market. You can check our lenses for more information.
What is the “Do Not Honor” message when paying orders?
"Do Not Honor" is the most common reason for credit card failure when making online payments. It refers to a transaction that the issuing bank considers risky and which is rejected by the issuing bank. Please check with your bank.
How do I find back my password?
Don't worry! Reset your password from here. If your account is locked, it will be automatically unlocked after eight hours.
How do I get my prescription?
Visit your eye care professional, likely an optometrist or optician. They are obligated to provide you with your prescription following an eye examination.
I want to change items in my order.
You will have at least 12 hours to make changes after your order has been paid for. Please do not hesitate to contact our customer service team by phone(+1-585-800-1155) or email, they will be more than happy to help!
Can I order only lenses without frames?
Unfortunately, you cannot order only lenses or frames from our online store. However, we can arrange for you to purchase only lenses. Please do not hesitate to contact us, our customer service team is always ready to help you.
What do I need to place an order?
What is on the prescription?
Your prescription is what an ophthalmologist or optometrist provides to correct your vision with a pair of eyeglasses with corrective lenses. Click to understand how to read your prescription.