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Consulting Servive Center

DajonittaWilliams    Time: 2020-05-30 09:28
Q: Hi, The tracking info for my order has not updated in 4 days. It has not been updated as received by USPS. The last order I made through you all, I received my package within 4 days of the notification of shipping. Please assist. If lost, will I get another order replaced and shipped out?
A: Dear Dajonitta Williams, Affected by the COVID-19, the update of the tracking information is unstable. Sometimes the tracking information will not be updated until the package arrives at the destination. We will try our best to make sure that you will receive your package. Please don\'t worry.
ShailaPerez    Time: 2020-05-30 06:58
Q: Hi! I’m trying to process my order and pay via PayPal however it just won’t allow me to use the PayPal option help thanks
A: Dear Shaila Perez, we do accept Paypal, would you please try again ?
Mary    Time: 2020-05-29 19:04
Q: I'm interested in the fairie frames. The picture shows the glasses with a purple tint but at checkout I'm asked what tint I would like. I was wondering if I choose no tint will they come clear lenses or will I get the color as the picture shows. I like the color in the picture so if I need to choose a tint which color do I choose so they match the picture. Thanks
A: Dear Mary, if you want the color in the picture, please choose no tint.
Jae    Time: 2020-05-29 18:41
Q: My prescription lists my axis as 093 for right and 088 for my left. This does not appear as an option to choose from the drop down. How do I enter the correct value?
A: Dear Jae, please choose 93 and 88.
BethDeblois    Time: 2020-05-29 17:59
Q: I placed my order on May 11th. There is a shipping label printed with USPS. I have seen no activity with the tracking since it was printed on 5/19. When will I get my order?
A: Dear Beth Deblois, Affected by the COVID-19, the update of the tracking information is unstable. Sometimes the tracking information will be updated after the package arrives at the destination. We will try our best to make sure that you will receive your package. Please don\'t worry.
AvisDolan    Time: 2020-05-29 12:42
Q: trying to down load photo and rx. Neither will.
A: Dear Avis Dolan, would you please send your prescription to us ? We will help you.
SandraParker    Time: 2020-05-28 18:29
Q: Hello, the frames I ordered are too big. Just want to know the process of exchanging them for another pair. Please advise.
A: Dear Sandra Parker, we are so sorry to hear this. Please don\'t worry, we will help you. Are you willing to take a photo by wearing the glasses and send the photo to us ?
JaniceHardman    Time: 2020-05-28 15:48
Q: I need to send my glasses back because the prescription is not right. May I please have the address to send them to, thanks.
A: Dear Janice Hardman, we are so sorry to hear this. Please don\'t worry, we will help you. Would you please tell us which pair is not right ? Would you please describe the feeling when you are the glasses in detail ?
NicholleAguilar    Time: 2020-05-28 12:07
Q: Hello. I was told (due to a refund last time) that I have a credit of $35. I just purchased lenses hoyecer, that credit did not show up during that transaction. I wanted to know if I could use it towards my recent purchase. Thank you
A: Dear Nicholle Aguilar, we would like to tell you that you used bogo code in your order, you can only use one code in per order. You can use the $35 coupon next time. Thanks for your understanding.
Alicia    Time: 2020-05-28 08:18
Q: I have bought two pairs of glasses from you this year and both have broken within 3 to6 months of wear. Your product has zero quality. The arm on my glasses popped off the frame with the ginger and cannot be fixed. My other frames broke just under the lens and for no reason. I was wearing them and suddenly they just broke while working at my desk. They are extremely fragile frames, and I take very good care of my glasses. Not happy at all
A: Dear Alicia, we are so sorry to hear this. Please don\'t worry, we will help you. Would you please tell us your order number ?
Aletha    Time: 2020-05-28 04:28
Q: Hi, will you be restocking the TENA frames? Thanks!
A: Dear Aletha, We are sorry to tell you that this frame is discontinued. We have many other beautiful frames on our website, welcome to take a look.
JenniferGonzalez    Time: 2020-05-27 12:10
Q: I have several glasses that I have bought from you and I want to know if you change the lens??, because I had done a new eye exam and my prescription has changed.
A: Dear Jennifer Gonzalez, sorry we don\'t change lens and we don\'t sell lens separately.
Annie    Time: 2020-05-26 19:41
Q: Won’t let me put in +1.25 both eyes. Chose the reading glasses but it won’t let me put in my Rx?
A: Dear Annie, please choose +1.25 as your Sph value.
Katie    Time: 2020-05-26 19:02
Q: Am I able to order regular frames with sunglasses lenses in them? I don’t have a prescription so I don’t know how to order them.
A: Dear Katie, if so , you can choose 0.00 as your prescription and you can choose any number as your PD value.
SheranKelly    Time: 2020-05-26 17:31
Q: Is there a difference with single vision versus progressive lens when reading?
A: Dear Sheran Kelly, Single vision: For Distance or Reading Progressive : For seeing things both close and far away, without lines Progressive lenses includes three fields of vision, without lines. The top portion is used for distance-vision, the middle portion for mid-range vision, and the bottom portion for the near-vision or reading.
Megan    Time: 2020-05-26 15:03
Q: Am I able to order lenses from you if I require prism?
A: Dear Megan, We received your order and you left a note. You said that Prism: Left 2.0 Out Right 2.0 Out. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We will check the prescription and change it for you.
James    Time: 2020-05-26 13:26
Q: Hi, I placed an order and I have not received confirmation that the order has been processed.
A: Dear James, We have shipped your order. You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1Z3X6F460450770463&requester=WT/trackdetails
Ashley Hammock    Time: 2020-05-26 12:05
Q: My optometrist said I have a far pd of 62 and near of 59 how do I plug that in on the order form
A: Dear Ashley Hammock, if you order reading glasses, you need to enter 59 as your PD. Otherwise, please choose 62 as your PD value.
JohnaeWhitaker    Time: 2020-05-26 09:47
Q: I have done all things to earn points....so where are my points?
A: Dear Johnae Whitaker, you have 89 points in your account.
ElyssaBatres    Time: 2020-05-26 08:00
Q: When I click on track it says 0 results. How can I track my order?
A: Dear Elyssa Batres, You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1Z00F5V50442991935&requester=WT/trackdetails
Annie     Time: 2020-05-26 06:58
Q: Hi! Do you provide prescription lenses ? I have an astigmatism
A: Dear Annie, yes, we do. You can enter your prescription on our website.
Mary    Time: 2020-05-25 13:47
Q: How to order readers 2.75
A: Dear Mary, Please choose single vision reading glasses and choose +2.75 as your sph value, then enter your PD value.
EbonyBryant    Time: 2020-05-25 11:39
Q: Thanks! I've checked that link and nothing has changed for a week and looks like the label was created close to my home. Its very different from my first order.
A: Dear Ebony Bryant, you chose UPS Express shipping in your first order. This time, you chose standard shipping, they are different. Please don\'t worry, you will receive your order in 10-20 business days. Affected by the COVID-19, the update of the tracking information is unstable. Sometimes the tracking information will not be updated until the package arrives at the destination. We will try our best to make sure that you will receive your package.
Ivory Ravenell    Time: 2020-05-25 04:12
Q: I just recently received my glasses and the arm is broken. What can I do?
A: Dear Ivory Ravenell, please don\'t worry, we will help you. Would you please tell us which pair is broken ? Would you please take a photo of the glasses and send it to us ?
Kat vanLith    Time: 2020-05-24 18:24
Q: Your website won’t let me complete my order without a PD value but it won’t let me enter a PD value. I’m trying so hard to by these glasses...
A: Dear Kat vanLith, if you can\'t enter your PD, that means the frame is too big for you.we would like to tell you that the PD is very important to your vision.Big frames can\'t fit your small PD, please choose smaller frames on our website. Thanks for your understanding.
AliciaP    Time: 2020-05-24 05:37
Q: Por favor necesitó cambiar la dirección de envió de las gafas. Ups me indica que ya estan en transito... Es posible?. Gracias.
A: Dear AliciaP, we have shipped your order. So we can\'t change the address. UPS: Our representatives are unable to help with this situation, but UPS My Choice® for home(https://www.ups.com/us/en/services/tracking/mychoice.page) allows you to change the delivery to a new address or to a UPS Access Point. Once logged in, click Tracking, Manage Home Deliveries, select the shipment, and click Change Delivery. Available options will display.
BelenBrandan    Time: 2020-05-23 21:03
Q: and to Spain, does Barcelona ship?
A: Dear Belen Brandan, yes, please choose UPS Express shipping.
PattDavis    Time: 2020-05-23 18:02
Q: I can’t put in my PD
A: Dear Patt Davis, we would like to tell you that the PD is very important to your vision.Big frames can\'t fit your small PD, please choose smaller frames on our website. Thanks for your understanding.
Sarah A Juliana    Time: 2020-05-23 17:00
Q: I was just about to purchase a pair of sunglasses, but it would not allow me to choose my pd. The lowest pd it would allow was 58, but mine is 56. Why was it grayed out? Is getting 58 going to be a problem for me? They are large sunglasses so I am not sure of that has something to do with it.
A: Dear Sarah A Juliana, we would like to tell you that the PD is very important to your vision.Big frames can\'t fit your small PD, please choose smaller frames on our website. Thanks for your understanding.
johnson    Time: 2020-05-23 13:36
Q: I recently had a pair of glasses replaced because they broke. Well they broke again.I dont think that style agrees with me. CAn I get a refund? DeNerika
A: Dear johnson, would you please tell us your order number ? We will help you.
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If you have any questions about our products and service, please leave a message. Our customer service members will answer your questions as soon as possible. Before you ask the questions, we suggest you make sure your email address is correct. Our customer service staffs are very happy to answer every question you will ask no matter what kinds of complaints and suggestions you give for we take customers as our gods.
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