Lens Replacement Service for Eyeglasses and Sunglasses Frames

Common Questions:

Find answers to common questions about the lens replacement service below.

• Do you accept all frames?

  We accept any type of frame as long as it is still in Good condition and is prescription'able. Including full rim, semi-rim (nylor), wrapped or oversized sunglasses and full rimless. Please see the Frame Restrictions section for details.
  
  If you're unsure, Email us photos of the frame for review.
  
  

• Do you take my prescription?

  We accept any valid eyeglass prescription as long as it is not been expired. If you're uncomfortable inputting the details online yourself, you can leave everything blank and we'll take care of it when we verify the prescription.
  
  Parameters including Prism and Seg Height are all supported. See all Supported Parameters for details.
  
  Please visit the Prescriptions section for more information.

• How do I choose lenses?

  Once you Select your frame type and continue your order you will select the lens from our extensive lens selection using the easy step-by-steb lens ordering wizard. The How to Order Lenses section explains the process further with instructions.
  
  We offer all types of lenses, including Single Vision, Progressive, Bifocal, Trifocal, and Plano (Non-prescription).
  
  We also offer all common lens materials like CR39 Plastic, Polycarbonate, Trivex, and thin & light Hi-Index.
  
  An extensive range of additional options like Tint options, Sun options, Blue-light & Anti-glare coatings, Digital/freeform, and even Anti-fatigue options are available throughout the Lens Catalog and shown while placing your order.

• How do I send you my glasses?

  Once you Place your order, we'll email you the return instructions to send back your glasses.
  
  

  Pack Your Frame

  Pack the glasses securely inside of a cardboard box with stuffing. Since shipping the glasses loosely in an envelope may result in damage. It is suggested to send the glasses inside of a case for extra protection.
  
  
  
  

  Ship Your Frame

  Ship the package back to the returns address provided via email once you place your order. You are able to use the shipping service of your choice. We always suggest the package is trackable for your records and insured in case there is damage or loss during transit.
  
  

  Return Shipping Label

  A return shipping label may be provided for an additional cost once you place your order. Instructions to purchase a label will be included in the return instruction email.
  
  

  International Shipping

  Please ensure to mark the customs form for the shipment as "RETURN NO VALUE" to ensure the package is delivered successfully.

• How long will it take to get my glasses back?

  1-2 weeks*

  * in most cases to get your frames back with the new lenses.
  
  

  Shipping Time From You

  The lens order will start processing within 24 hours of receiving your glasses. The time it takes to receive your glasses is based on the shipping service used when shipping your package. Weekend delivery is unavailable.
  
  

  Our Processing Time

  From when we receive the glasses, it will take around 3 work days to complete a lens order or 7 work days for progressives. Times may be longer if the lens requires custom surfacing or for more complicated requests. Please visit our Processing Times section for more information.
  
  

  Shipping Time To You

  Once the lens order is complete, it will be shipped via the shipping method selected in your order. Please see the Shipping Rates section for the options available.

• What happens once you get my frames?

  When the glasses are delivered, it can take up to a workday to start on the order.
  
  

  1. The customer will be notified via email once the order begins processing or if there are any issues.
  2. The payment won't be processed until the prescription is verified and we have started working on the order.
  3. The estimated shipping date for the order will be posted on the Order Status page within 24 hours.
  4. A follow-up email notification is sent once the order has been shipped including the tracking number.
  5. The customer will receive back their frame with their new lenses installed and the old lenses separately.

• Can you read my current lenses?

  We are able to read the PD measurement or Seg Height from your existing lenses and use them for your order, but we will still need a valid prescription verification for the actual prescription. Please visit the Provide a Prescription section for more information about how to provide one for your order.

• What if I lost my existing lenses?

  We will still use the valid prescription and measurements provided to make the new lenses. Full rimmed frames can be traced so the existing lenses won't be needed. However, for semi-rim or rimless glasses, we will need at least one lens or pattern to be sent back with the frames in order for us to be able to trace the lens.

• What happens if my request is refused?

  If upon physical inspection the request is refused we will:

  1. Notify the customer via email
  2. Remove the lenses from the order without posting the payment
  3. Ship the glasses back to the customer in the same condition

  
  

  Common Refusal Reasons

  The request may be refused if the glasses are:

  • Weak or abused and at risk of breaking
  • Has damaged irreplaceable parts that are necessary
  • Extremely unclean - Has mildew

  Note: We reserve the right to refuse a lens replacement request for any reason.
  
  It is suggested to Email us photos of the glasses for review before placing your online order.

• What if I don't have glasses for backup?

  We offer several amazing brand new glasses at affordable prices in stock and ready for immediate shipment in our Rush Shipping catalog.
  
  Then you can continue your lens replacement order when you're ready.