prescription service polices & FAQs
FAQs and Policies for Prescription Lens Fulfillment Service (please read carefully!)
What type of lens do you use?
The standard clear corrective lens we use is an impact-resistant polycarbonate material very commonly used in kids eye wear. Your local pediatric optometrist will likely offer the same type of product. Our lenses help protect your child's vision by holding up to rough-and-tumble play or sports without cracking or shattering. Many eye care practitioners insist on polycarbonate lenses for children's eyeglasses for safety reasons.The material is 30 percent lighter than standard plastic or glass, which makes them more comfortable to wear and less likely to slide down your child's nose. Our lenses also are about 20 percent thinner than standard plastic or glass lenses, so they are a good choice for anyone who wants slimmer, more attractive lenses. Glasses with polycarbonate lenses also protect your child's eyes from harmful ultraviolet (UV) radiation. The polycarbonate material is a natural UV filter, blocking over 99 percent of the sun's damaging UV rays. Please note, because we use a third party provider for this product, we do not make any claims as to the chemical components of this material and do not test them ourselves. Accordingly, the lens may contain trace elements of BPA, pthalates or other compounds. Our statements as to the safety of our product pertain only to the frames we produce, not the third party provided lenses.
Can I try on frames before I order a prescription?
YES! Couple options: 1) order the frame(s) you would like to try normally as sunglasses. Try them on for fit, and send them back to us for a full refund before proceeding with your prescription order (this is recommended). We will even refund your shipping if you go ahead with the prescription service purchase (US only!). 2) Use our printable size charts to get a feel for which size is going to be best for you and your kids. This is a good tool, but not the same as trying them on in person! 3) If you are lucky, you may live near a store that carries our shades, try them on there! Check our retail store finder, or even better, ask your favorite local baby boutique, optometrist, or surf store to carry our shades for you! A customer request is the best way to get a new product into a store!
What range of prescriptions can you fill and what can I do if my prescription is outside of the listed available range?
We should be able to fill most prescriptions within the following range: Sphere -10.00 to +6.00, Cylinder – 4.00. If you submit an order and we cannot fill your prescription for any reason, no worries, we will let you know immediately and refund you in full.
How do I submit my prescription?
Our website will walk you through your purchase. There will be a place where you can upload your prescription when placing your order. You can also respond to the emailed invoice after purchase with the prescription or email us a copy at email@example.com. A scanned copy or simply snapping a picture of your prescription will work just fine. Prescriptions must be valid and not expired. Generally, if there is no expiration date on a prescription, they are considered expired two years after the date of the exam. We also highly recommend that we have your pupilary distance to get the best result. It may be on your prescription, but it may not, so please check! Instructions for how to obtain that are on each prescription service product page, but for the best result, ask your optometrist to measure it for you.
Why do I need to send a copy of my prescription?
We process every order in California with certified optometry partners, and the Board of Optometry requires that we have a copy of your written prescription from your doctor in order to manufacture your prescription lenses – similar to prescriptions at your local pharmacy or optical office. We also like to double-check that everything is just right before we get your awesome new glasses started!
I have my contact lens prescription. Can I use it to order glasses?
No, prescriptions for contacts and glasses are different. You will need a prescription from your doctor that is specific to glasses.
Are there any warranties on the prescription lenses?
We guarantee that the lens prescription will match the prescription you give us. We are providing a quality lens, but not an ultra premium lens that might come with a scratch resistant warranty. That is part of the reason we can make this service so affordable. However, if you have a problem with the lenses in any way, please contact firstname.lastname@example.org and we will do our best to help you out. This is a pilot program, so we cannot make any guarantees as to our ability to provide replacements or repairs for scratched lenses. Please note, most prescription lenses do not come with such a guarantee. Our lost/scratched lens replacement guarantee for our standard sunglasses lenses does not apply to this product as the lenses are custom made for each customer (and are expensive!).
Can I get an insurance reimbursement for my prescription glasses?
While we cannot help you directly to get an insurance claim processed with your vision provider, our standard invoice can act as an itemized receipt for you to submit to your insurance company if you would like to try. We do no make any claims as to whether or not your insurance carrier will reimburse you the designated allowance for prescription eyewear with this documentation. Please check the terms on your insurance agreement for amounts and in-network vs. out-of-network coverage. We also suggest you contact your carrier first to inquire before purchasing your prescription service.
Can you do bifocals and progressive lenses?
Sorry, not currently. To keep pricing affordable, we only offer a single focus lens currently.
How long does it take before I receive my eyewear and can I rush the order?
We generally say 2-3 weeks for delivery depending on our order volume. It could take a bit more or less time. This is a new program for us, so we are not entirely sure how long it may take! For now, we do not have rush shipping available, just our standard shipping rates.
Can I return my prescription glasses if I am not satisfied?
We guarantee the quality of the frames and the accuracy of the prescription matching your provided documentation. If the frames are damaged in any way, or become damaged during the normal course of use, our standard replacement guarantee will cover them. If you feel the lenses do not match your prescription, you can send them back at our shipping cost (US only!) and we will make them right. Please note, if your prescription has changed and is different from the document you submitted to us, we cannot be responsible for that correction. It is up to you to make sure the prescription you submit is up to date. If you are not satisfied with the feel/fit of the glasses, we can refund the frames after they are returned to us, but unfortunately, not the corrective lenses as those are custom made for each order.
Please note: for the best fit in prescription eyewear, we highly recommend that you still visit your optometrist to have custom fitted eyewear and lenses. We make no representations or warranties as to the fit and feel of the eyewear – each face is different! If you have particular bifocal needs, this may not be a great product for you. We also recommend that you visit an optician or optometrist to test the fit of your new glasses after purchase – they may be able to make slight adjustments that can help the fit and usefulness of the product.
What is my PD and why do I need it?