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FREQUENTLY ASKED QUESTIONS
OUR GUARANTEE
ARE MY GLASSES GUARANTEED?

Our guarantees are forthright and simple:

- Your prescription is guaranteed to be 100% accurate.

- Exchanges are free within 30 days.

- Returns are accepted within 30 days of your order’s receipt.

IF I DON’T LIKE THE GLASSES WHEN I RECEIVE THEM, CAN I RETURN OR EXCHANGE THEM?
Yes. Click here for specifics on returns and exchanges.
CAN I CANCEL MY ORDER?
Most orders are processed within minutes of their arrival. If you’ve decided to change your order after it’s been placed (either online or by phone), please call a Customer Service Representative at 866.286.2711 and we’ll do our best to accommodate your wishes.
GENERAL QUESTIONS
WHO DESIGNS EYEFLY’S GLASSES?
Our co-founder and eyewear designer, an industry expert who’s been creating new styles for fashion designers, celebrities, and noted eyeglass brands for two decades. He has the heart of an Italian and the sensibility of a New Yorker—we love his work!
CAN YOU ADJUST THE NOSE PADS OR EAR WIRES ON MY GLASSES?
For face-to-face service, we recommend that you visit your local optician or optometrist, who can tweak the fit of your glasses at the nose and temples.
IF I DON’T NEED PRESCRIPTION GLASSES, CAN I STILL ORDER FRAMES FROM YOU?
Of course! Frames are fashion, so we happily sell frames with or without prescription lenses at the same great $99 price (and that includes anti-reflective and anti-scratch coatings, plus shipping!). You will receive a 10% discount after purchase..
DO YOU FULFILL PROGRESSIVE, BIFOCALS, OR TRIFOCALS PRESCRIPTIONS?
You're going to get 10% off your order because we can fill your frame but not the lenses at this time. Discount will be applied post-purchase.
WHAT ARE THE RULES AROUND USING A PROMOCODE FOR MY ORDER?

Here are our promotion code rules of use:


-Promotions, discounts and promotional codes (collectively "Promotions") are valid for the specified time period for online purchases of merchandise only and may be used one time only unless otherwise stated.

-One time use Promotions must be used in their entirety in a single purchase. Any amounts not redeemed in the applicable purchase will be forfeited. Promotions cannot be combined with other promotions.

-Promotions do not apply to gift certificates, gift-wrapping, shipping, applicable taxes or duties or similar services.

-Promotions cannot be applied retroactively to previously placed orders or to orders that have been adjusted.

-For promotions requiring a minimum order size, charges for gift-wrapping, shipping, applicable taxes and duties, and credits from gift certificates do not count towards the minimum order size requirement.

-For promotions where you must buy 1 (or more) item(s) to get a reduction on the second (additional) item(s), the discount will be applied at checkout to the lower priced item.

-If merchandise was purchased with a Promotion and subsequently returned, you will be issued a credit at the promotional price and, if the Promotion has expired, it cannot then be applied to a replacement or future order.

-If you return a gift that was purchased with a Promotion and the Promotion has expired, you cannot apply the expired Promotion to a replacement or future order.

-Promotional items are available only while supplies last; Eyefly does not issue rain checks for items that run out of stock.

-Eyefly can, at its sole discretion, extend or terminate a Promotion at any time.

-Promotions cannot be combined with the frame-only order 10% discount. If a promotion is applied to a frame-only order, the 10% frame-only discount does not apply.

WHAT DOES MY ORDER STATUS MEAN IN MY ACCOUNT?

When you check the status of your order in My Account, these are the following statuses you may see:


-Processing – We’ve just received your order!

-Payment Review – We’re double checking to make sure your billing and shipping information are accurate.

-Pending Customer Information – We’ve reached out to you to get additional information on your order.

-Pending Doctor Information – We’ve contacted your doctor and are waiting to receive your prescription details.

-Pre-Lab Approval – Our optician is triple checking your prescription to make sure we have all the right details to complete your order.

-Ready for Lab – Your order is on its way to the lab.

-Lab Fulfillment – Our lab is in the process of completing your order.

-Complete – Your frames are ready and have shipped!

YOUR PRESCRIPTION: HOW TO READ IT
HOW DO I GET A PRESCRIPTION FOR GLASSES?
Visit your ophthalmologist or optometrist, who can administer an eye exam and write a prescription for the vision correction you need.
HOW DO I GET MY PRESCRIPTION TO YOU?

Two ways:


-Enter your profile and prescription information online, starting here.

-Fax your prescription to us at 866.286.2711


We’re also happy to call your doctor or clinic if you don’t have your prescription on hand—please be sure that their name and phone number is listed in your account so we can get in touch with them!

WHAT DO THE NUMBERS MEAN ON MY PRESCRIPTION?

The abbreviations and numbers on your prescription may look unfathomable, but it's really a kind of medical shorthand-a professional's way of telling a laboratory what's needed to correct your vision.


RIGHT EYE (OD)
OD = Oculis dexter in Latin, or right eye. The right eye is always examined first and its measurements are entered first on a prescription.


LEFT EYE (OS)
OS = Oculis sinister in Latin, or left eye. Left eye measurements always follow after the right eye's.


BINOCULAR
Binocular = both eyes. On your prescription, your pupillary distance may be a binocular PD (one number for both eyes) or a monocular PD (one number for each eye).


SPH or RX
SPH = Sphere or spherical correction describes the horizontal curve of your eye's lens. Sphere is assigned a positive (+) or negative (-) number between -10 and +10. Think of your eye as a sphere. But not always a perfect sphere. Sometimes the light coming into your eye focuses a little short of your retina. That means you're myopic or nearsighted. Sometimes the light focuses in back of the retina. That means you're hyperopic or farsighted. SPH is the lens power that it takes to focus an image on your retina correctly. A single-vision eyeglass prescription without astigmatism lists only SPH.


CYL
CYL = Cylinder or cylindrical correction fine tunes for astigmatism-the vertical curve of an eye shaped more like a football than a sphere. Astigmatism is very common. Cylinder is a positive (+) or negative (-) number between -5 and +5. Your prescription may or may not have a CYL number.


AXIS
AXIS = The degree and direction of astigmatism. If you have a CYL number indicated on your prescription, you'll also have an AXIS measurement. It's a positive (+) number between 0 and 180, sometimes preceded by an

WHAT IS PD AND HOW DO I MEASURE IT?

PD or pupillary distance is simply the measurement from pupil to pupil (measured in millimeters, or mm, from center to center).On your prescription, PD may be written as one number (called a binocular PD, such as 64), or as two numbers (called monocular PDs, such as 31/32, and measured from the center of the pupil to the center of the nose). If written as two numbers, remember that the distance for the right eye will always be noted first. When your PD is written as one number, the values can range from 50.0 to 80.0. When your PD is written as two numbers, the values can range from 24.0 to 40.0.


Your ophthalmologist, optometrist, or optician can measure and enter your PD on your prescription at the time of your eye exam. Though it's not required for them to do so, we'll need it for your order.


Our optical experts have determined 65 mm as an average PD for distance vision and 62 mm as an average PD for reading vision (your eyes shift slightly for close-up work). You can opt to use an average PD when entering your prescription.


You can also measure your PD yourself. It's low-tech, but it works!


 -Set a small millimeter ruler on your nose.

 -Align the starting point with the center of one pupil.

 -Look straight into a mirror for the distance to the other pupil. That's your binocular PD.

 -Doublecheck and triplecheck. (Ask a friend to verify the distance!)

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I CAN’T READ MY PRESCRIPTION! CAN YOU FIGURE OUT THE HANDWRITING?

Happy to help translate your prescription. Send it to us by:


Fax at 1.877.225.0333.

Call us at 866.286.2711.


We’re also happy to call your doctor or clinic if we can’t figure out the notations either—please be sure that their phone number is on the prescription when you send it our way.

DOES MY CONTACT LENS PRESCRIPTION WORK FOR GLASSES, TOO?
No, your contact prescription cannot be used for eyeglasses and sunglasses. (It’s an entirely different set of numbers and measurements.)
IS THERE A MAXIMUM PRESCRIPTION STRENGTH?
Yes, the maximum prescription we can manufacture is -10.00 to +4.00 SPH (sphere) and ±3.00 CYL (cylinder).
PAYMENT, SHIPPING AND DELIVERY
CREDIT, DEBIT, CASH?
Eyefly accepts all major credit and debit cards. Sorry, no cash, checks, or C.O.D.
IS SALES TAX ADDED TO MY ORDER?
Sales tax is added to your Eyefly order in accordance with individual state and local regulations. If your order is shipped to NY or OH, sales tax is added. Other states may require you to declare your purchase and pay appropriate sales tax amounts directly to them. Appropriate tax charges will appear on the “Review Order” page at checkout.
HOW MUCH DOES SHIPPING COST?

You can choose one of our three shipping options:


-UPS Standard Shipping, $4.95 – Delivered 4-8 business days from the date of shipment: 1-3 business days processing time, 3-5 business days shipping time Standard delivery is shipped by the best available method for the shipping address, either UPS Ground or UPS Basic Service.

-UPS Expedited Shipping, $14.95 – 2 Day Air Service; Delivered 2-3 business days from the date of shipment: 1 business day processing time, 2 business days shipping time.

-UPS Express Delivery, $24.95 - UPS Next Day 3 p.m.; delivered 1-2 business days from the date of shipment: 1 business day processing time, 1 business day shipping time

CAN I ORDER FROM OUTSIDE THE U.S.? WILL YOU SHIP TO OTHER COUNTRIES?
We will only fulfill/ship orders in the United States. (Sorry, Canada!)
HOW LONG DOES IT TAKE FOR MY GLASSES TO ARRIVE?
In general, orders take about 10 business days for delivery. Of course, many factors determine the actual delivery date (questions about your order, stock condition, delivery method to your location).
CAN I TRACK MY ORDER?
To monitor and track your order status, go to “MyAccount” and click on “Order History” on the left side of the page. We’ll e-mail you as your order leaves our shipping area.
RETURN OR EXCHANGE YOUR ORDER
CAN I EXCHANGE MY FRAMES FOR A DIFFERENT COLOR/STYLE?

We understand that you may have changed your mind on color or style. We are happy to exchange your order within 30 days of receipt.


For help on any exchange or return:

Call us at 866.286.2711, Monday-Friday, 10 a.m. to 6 p.m. EST

E-mail us at eyecontact@eyefly.com

CAN I RETURN GLASSES AFTER THEY’VE ARRIVED?
Our goal is 100% satisfaction for every Eyefly customer! If you’re anything less than happy with your purchase, you may return it for a refund, credit or exchange within 30 days of receipt. Return shipping is free.
HOW CAN I EXCHANGE MY GLASSES?

If you would like to exchange your glasses for a different pair, please follow these steps:


1. Call our Fly Reps at at 1.877.278.6078. Please have your Order ID number, new frame selection, and payment method information ready so that we can process your exchange.

2. Return your original item. Please affix the UPS returns label that was included in your shipment to your package. In this return package, you must also include a copy of your invoice with your order information so that we can mark the exchange in your account.

Exchanges are accepted within 30 days of receipt. After 30 days, the product is non-returnable and non-exchangeable.

HOW DO I RETURN MY GLASSES?

If you would like to return your glasses, please follow these steps:


1. Call our Fly Reps at at 1.877.278.6078. Please have your Order ID number and payment method information ready so that we can process your return.

2. Return your item. Please affix the UPS returns label that was included in your shipment to your package. In this return package, you must also include a copy of your invoice with your order information so that we can accurately credit back your account.

Returns are accepted within 30 days of receipt. After 30 days, the product is non-returnable.


Note: Please allow 10 business days for return processing.

MY GLASSES ARRIVED DAMAGED/I RECEIVED THE INCORRECT FRAMES. HOW DO I RETURN THEM?

We’re so sorry if your glasses arrived damaged or you received the wrong pair. Please let us know immediately! If you would like to return your glasses, please follow these steps:

1. Call our Fly Reps at at 866.286.2711. Please have your Order ID number and payment method information ready so that we can process your return.

2. Return your item. Please affix the UPS returns label that was included in your shipment to your package. In this return package, you must also include a copy of your invoice with your order information so that we can accurately credit back your account.

Returns are accepted within 30 days of receipt. After 30 days, the product is non-returnable.


Note: Please allow 10 business days for return processing.

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