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kaitie weeks Time: 2026-02-05 08:28

Q: Can I change my shipping method to something quicker? My glasses have been broken so I now need my new pairs sooner than I originally expected

A: Dear Kaitie Weeks, Please don\'t worry, we will rush the order for you.

justmecindy72 Time: 2026-02-05 05:42

Q: Good morning! My PD is 30 in each eye. The glasses I wanted are the same size as I have been wearing which is why this is confusing to me.

A: Dear customer, Would you please tell us which frame you want ?

LUZ LOZADA Time: 2026-02-05 04:55

Q: Good morning, The eyeglasses I ordered from you are presenting an issue. The bifocal lenses are not allowing me to see properly, as I am unable to focus clearly with them. The order number is 81225081658379. I would appreciate it if you could advise on how we can proceed with a review, adjustment, or replacement. I look forward to your guidance. Thank you.

A: Dear LUZ LOZADA， We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

Patricia DiStefano Time: 2026-02-05 04:28

Q: I placed order number 20126151211338 on 01/15/26 on a BOGO for Avram and Isoke glasses. The Avram arrived in single vision in lieu of Progressive Plus. I don't know if this was my error or not, but I cannot use these in single vision. I need Progressive lenses to see properly. I am a very loyal customer and I have ordered many pairs of glasses. This is the first time anything like this has happened. What can I do to get this corrected? I love the glasses but I just cannot use them in a single vision lens. Any assistance you can provide is much appreciated.

A: Dear Patricia DiStefano, We have checked your order and we are sorry to tell you that you chose single vision lenses in the order. We are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $45 coupon which is more than the half cost of this order. You can use the coupon to place a new order and don’t need to return these eyeglasses. Would you please tell us whether you can accept it ? Note: this coupon and other promo code can not be used in one order at the same time.

Linda Gasparovic Time: 2026-02-04 19:10

Q: I paid for express shipping, but my order is being sent UPS ground ??

A: Dear Linda Gasparovic, We regret to tell you that our express shipping service is provided by UPS. And please don\'t worry, you will receive your package next week.

Elidia Escamilla Time: 2026-02-04 17:29

Q: I tried to redeem points and now I’m missing 600 points because I can’t order those glasses. My PD is too small. Will I get those points returned to me since I want Able to buy the glasses

A: Dear Elidia Escamilla, We are sorry to tell you that we don\'t have that program. And we will return the points to your account.

Elidia Escamilla Time: 2026-02-04 17:23

Q: How do I find my information to give my friends a referral link?

A: Dear Elidia Escamilla, We are sorry to tell you that we don\'t have that program. And we will return the points to your account.

vanessaelgesem Time: 2026-02-04 15:52

Q: 80126270627301 was "shipped" on January 30 but still hasn't gotten to the shipper and I paid $20 for expedited shipping. When will they actually come. I Need these glasses

A: Dear customer, We would like to tell you that we have shipped your order out. We would like to tell you that your package is in transit to the US. During this time, the tracking information of UPS will not be updated. After it arrives in the US, the tracking information will be updated by UPS soon.

Campbell Arretta Time: 2026-02-04 14:36

Q: Hello I placed an order . I noticed my Add +2.25 is not on my prescription and I enter it several times. Please make sure on the Metall glasses Tortoiseshell Extra Large my add +2.25 is on my lenses.

A: Dear Arretta Campbell, We find that there are add values in Rx you upload in the email , but you chose single vision distance glasses and filled single vision distance Rx in the order. Are you sure about this ?

LaTerry Ya Time: 2026-02-04 13:58

Q: Hello. Id like a update why my order hasn't shipped yet.

A: Dear LaTerry Ya, We are sorry to tell you that the frame#dominic 98044 purple is out of stock temporarily, so your order is delayed, do you want to change to other frame ?

Stefani Donohew Time: 2026-02-04 11:46

Q: I just realized that my prescription did not save for one of glasses. I need to update that please before the order is filled. Order # 20226041036361 The prescriptions should be the same as I uploaded my doctors RX

A: Dear Stefani Donohew, We can corrected Rx for you, but we have checked your original Rx, we find that there are add values in your original Rx, are you sure that you want single vision distance glasses ?

justmecindy72 Time: 2026-02-04 11:24

Q: Hi! I am writing to find out why you have some glasses that will not accept my PD? I have never been to a place to get glasses that has had this happen. I am just curious as to why you have this issue. All the glasses I want will not accept my PD even though they are the same size as a lot of the other glasses I have worn.

A: Dear Cindy McFarland, We are sorry for this, and would you please tell us your PD value ? And if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses.

DeMerle Laura Time: 2026-02-04 08:06

Q: I was given a shipping date that has now passed and told in that email to contact the company if my glasses did not wrrive within 12-15 business days, so I am reaching out to check on the status of my order (order# 20126161058302). Thank you.

A: Dear DeMerle Laura, We would like to tell you that your item is being processed at our USPS facility in CHICAGO, IL 60613 on February 4, 2026 at 6:27 pm. You will receive it soon You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106201141638

sshiver0304 Time: 2026-02-04 07:22

Q: Hello, I recently ordered a pair of glasses from you and I love them. However, the prescription that I put in was not the correct prescription. I cannot see out of them. I wanted to know if I could possibly do an exchange with the same frames but different prescription?

A: Dear Stefanie Watts, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

Lisa Monteith Time: 2026-02-04 05:29

Q: Hi. I need an itemized receipt with your address and the shipping fee separate in order to submit to my insurance. Can you provide that for me? the Order #20126261614487. Thank you for your response. Lisa

A: Dear Lisa Monteith, We would like to tell you that we have emailed you the receipt.

Settle-Lee D Time: 2026-02-03 21:59

Q: How do I return the glasses that were messed up?

A: Dear Dalene Settle, We would like to tell you that you don\'t need to return glasses.

Erin Haramboure Time: 2026-02-03 21:42

Q: I went do put my ADD value of 0.75 and it isn't an option. Is that not something you can do?

A: Dear customer, We are sorry to tell you that we can not make ADD 0.75, but you can choose single vision lenses directly.

jen.e.clark Time: 2026-02-03 19:02

Q: I need to return a pair of glasses that are not right. The upper part of the progressive is clear while the lower half is blurry. I want to return for a refund.

A: Dear Jennifer Clark, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

robinjensen76 Time: 2026-02-03 17:16

Q: My frames broke, so I ordered new frames for my lenses. But I can't get the lenses in the new frame. Is there a way I can send them back to you to be put together?

A: Dear Robin Jensen, We are sorry to tell you that our factory is located in China, the shipping fee is very expensive, are you sure that you want to send glasses to us ?

Joni Holmes Time: 2026-02-03 16:38

Q: Can I order frames that don't fit my PD?

A: Dear Joni Holmes, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses.

Chelsea Bullard Time: 2026-02-03 16:14

Q: The prescription I ordered with an uploaded a photo to is not the prescription I received.

A: Dear Chelsea Bullard, We are sorry to hear that, but we are sorry to tell you that we don\'t receive your upload prescription, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

perkinsniobe Time: 2026-02-03 16:07

Q: do you take FSA/HSA

A: Dear customer, You can try to use your FSA/HSA card to pay the order first. If it works, it means that you can use your card on our website.

Euralonderh Time: 2026-02-03 09:18

Q: Hello, I rec'd an email informing me that my order has been cancelled. Please let me know if this is correct and if so when will I rec my refund. Please let me know asap, please !!!

A: Dear Euralonder Hayslett, We need to confirm the prescription with you since your sph values and cyl values are all positive . Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We sent many emails and SMS to you, but you don\'t reply us, if you can receive this email, please contact with us asap.

Debra Shmueli Time: 2026-02-03 07:35

Q: Hello! I received my Order #20126091024374; however, one of my glasses is broken and needs a replacement. Thank you!

A: Dear Debra Shmueli, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

janeely18 Time: 2026-02-03 07:35

Q: I placed a order and it took my money but the order is not processing its im the unpaid

A: Dear Jane, We would like to tell you that you paid for order#80226022316576, and it is being processed now. You can cancel order#80226022249586 directly or just ignore it.

janeely18 Time: 2026-02-03 07:33

Q: I placed my order and it took my money but it’s in the unpaid folder

A: Dear Jane, We would like to tell you that you paid for order#80226022316576, and it is being processed now. You can cancel order#80226022249586 directly or just ignore it.

Euralonderh Time: 2026-02-03 05:03

Q: Hello I rec'd an email stating that my order has been cancelled. please advised if this is correct. If so when will I receive my refund? Please let me know asap, please !!!

A: Dear Euralonder Hayslett, We need to confirm the prescription with you since your sph values and cyl values are all positive . Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We sent many emails and SMS to you, but you don\'t reply us, if you can receive this email, please contact with us asap.

Nikki Boch Time: 2026-02-02 22:36

Q: Hello, I received my order #20126192340221. Three of the six pairs have very dirty lenses. There is dirt and red particles stuck in between the lense and frame that cannot be buffed out with a cleaning cloth. There are also spots on the lenses that are not coming out. I took photos but they don't capture the whole issue. It would like to have the pairs remade with more care. This order was very disappointing.

A: Dear Nicole Bochniak, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

deljas03 Time: 2026-02-02 20:53

Q: Jan 18, 2026 08:20:38 Order# 20126180820382 status is saying it is being returned. Please send back. 690 S Modoc Ave. Medford, Or 97504

A: Dear Mary Melton, We would like to tell you that we have corrected address in the order and we will redeliver package to you when we receive it.

Ana Kitty Time: 2026-02-02 20:44

Q: Transaction number 80226022034123 I need to modify the shipping address. I need to be sent to 131 34th st NW, Great Falls, Montana, 59404

A: Dear Ana Kitty, We would like to tell you that we have corrected it for you

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