Frequently Asked Questions

Have questions about our products or policies? Need help with the ordering process? Check out our FAQ sections below for a quick and easy way to get the information you need.

Ordering Process

Do I have to create an account to order from FramesDirect.com?

No, you can choose to check out as a guest. However, creating an account allows you to save your prescription information and other preferences that can make shopping on FramesDirect.com quicker and more convenient in the future.

Why do you need my phone number?

One of our opticians will personally call you if they notice a problem with your order, such as an expired or incorrectly entered prescription, to see how you would like to handle the issue.

Where is my order receipt?

You should have received a copy of your order receipt at the email address used to place your order. However, if you didn't or you need another copy, log in to your account and click on order history. This page will show you all the previous orders placed with us.

You may also contact us and we will send a copy of the receipt to your email address.

Frames

Do you sell frames without lenses?

Yes, you can purchase frames only, without lenses. If you decide you would like to purchase lenses later, you can send your frames back to us and we will add prescription lenses to them.

How do I know what size frame I need?

You may be able to find your size numbers printed on the inside of your current eyeglass or sunglasses frames. Check out this video

and review our frame size guide for more details, or call our expert opticians at 1-800-248-9427 if you need additional help.

How do I know which frames will look best on me?

Our face shape guide can help you determine what style of frames will work best with your facial features. Our expert opticians are always available via phone to make recommendations regarding frame shapes, styles, and colors.

May I try your glasses on at home before I buy them?

We do not offer that service.

How to measure your PD

What is PD?

Your Pupillary Distance, or PD, is the distance in millimeters (mm) between the center of one pupil to the center of the other. A personalized fit starts with measuring your pupillary distance: it indicates which part of the lens you look through, ensuring optimal comfort and clarity.

Why is it important?

If your PD isn't right, it can cause eye strain, fatigue, or simply not being able to see properly. The higher your prescription, the bigger the effect an incorrect PD can have. So get measuring!

What is a single versus dual pupillary distance?

SINGLE PD, or binocular pupillary distance is the standard measurement of the distance from the center of one pupil to the other. Distance PD can be used to order any type of prescription glasses except reading glasses.

DUAL PD, or monocular pupillary distance, is the distance from the center of one pupil to the center of the bridge of your nose. Dual PD has two numbers showing the right eye (OD) and the left eye (OS) measurements.

How to find your PD?

To obtain your PD measurement, simply ask your eye doctor to include it in your prescription.

Alternatively, you can use one of the following methods to measure it yourself. Super easy!

• With the Opthy App: Start using OPTHY With just a few clicks, OPTHY measures your Pupillary Distance so you get the perfect fit.
• By yourself: Most optometrists will measure your pupillary distance (PD) during an exam, but some may omit the information from your prescription. Don't worry, there are a few ways to measure your PD on your own, including using your bathroom mirror and a ruler.

Avoid an additional appointment with the eye doctor using these steps to ascertain your pupillary distance. Just remember that the measurements will need to be in millimeters, so find a ruler with the appropriate markings.

1. Stand exactly 8" from your mirror.
2. Hold a ruler against your forehead.
3. Close your right eye and match the 0-millimeter line with your left pupil.
4. Open your right eye and close your left eye.
5. Find the millimeter marking that lines up with your right pupil.
6. The measurement from the center of your left pupil to the middle of your right pupil is your pupillary distance.

* If you don't feel confident doing this process on your own, grab a friend or family member. They simply need to hold the ruler in place and start at step three. From there, they can take the measurement for you.

To measure your PD if you already wear glasses:

1. Put your glasses on.
2. Focus on something about 20 feet away.
3. Use a non-permanent marker to put a dot on your right lens where you see the object.
4. Repeat step three on your left lens.
5. The dots should overlap and look like a single dot when you look at the object with both eyes.
6. Take off your glasses and measure the distance between the two dots. This is your pupillary distance.

Lenses

How do I know which lens material to choose?

The ideal material for your lenses depends on your prescription.

• Plastic lenses are recommended for light prescriptions, ranging from no correction to +/-1.75 D.
• Polycarbonate lenses are 30% thinner and lighter than plastic and are recommended for people with prescriptions ranging from +/- 2.00 D to +/-4.00 D. Polycarbonate is also recommended for children under 18 years of age and anyone who has an active lifestyle, due to its impact resistance. Rimless and semi-rimless frames also work well with polycarbonate lenses.

Which lens features should I choose for my eyeglasses?

All of our lenses come with a scratch-resistant coating, UV protection, and edge polish at no additional charge. Premium features can be added to your lenses if you choose the Standard or Premium lens options.

• UV Protection is a clear coating that blocks the sun's harmful UV rays from reaching your eyes. UV protection is so important that we automatically include it with your order.
• Duraclear Premium Anti-Reflective (AR) coating eliminates the glare on the front and back of your lenses. AR is a must-have on any pair of Rx glasses, since it reduces eye strain and has easy to clean (super hydrophobic) properties. Comes with the Standard lens option.
• Blue Light Filtering is a precision-engineered lens coating that can filter a significant portion of blue-violet light, leaving your eyes fresh, even after a long day at the office in front of a screen. The blue light filtering coating also provides scratch-resistant and anti-glare properties. Comes with Premium lens option. Note: Blue-violet light is between 400 and 455nm as stated by ISO TR20772-2018. (ISO: International Standards Organization – “Ophthalmic optics – Spectacles lenses – Short Wavelength visible solar radiation and the eye, FD ISO/TR 20772”)
• Transitions^® Light Intelligent Lenses^™ lenses automatically lighten and darken to adjust to outdoor light conditions. This option is ideal for people who do not want to constantly switch back and forth between their prescription eyeglasses and prescription sunglasses.

What is the difference between anti-reflective (AR) and anti-glare coatings?

There is no difference between anti-reflective (AR) and anti-glare coatings; they are the same thing. This coating helps minimize the reflections you see on both the inside and outside of your lenses.

Why am I having trouble seeing clearly out of my progressive lenses?

First-time progressive lens wearers often need a little time to get used to them. Your eye and brain have to learn to adjust to the different corrective powers within the lenses. You may need a week or so to adjust. If you continue to have vision problems after that time, please contact your eye doctor to double-check the prescription.

If your eye doctor is able to verify that the prescription is accurate, then it may just be a matter of adjusting your glasses so that your frames sit in the correct position on your face.

Why won't my Transitions® lenses change colors?

Your Transitions^® Light Intelligent Lenses^™ lenses will only change when exposed to direct UV rays. The lenses may not get as dark on a cloudy day as a sunny day, nor will they darken in a car since most windshields have a UV filter built into the glass.

If you would like to learn more about other Transitions products, call our customer support team at 1-800-248-9427.

What is the difference between bi-focal and progressive lenses?

Bifocal lenses offer two different viewing zones: the top part of the lens is for distance (i.e. to help you see things far away) and the lower part of the lens is for reading (i.e. to help you see things up close). The viewing zones of bifocal lenses are divided by a visible line.

Progressive lenses are essentially no-line bifocals. But instead of offering just two different viewing zones (near and far vision), progressive lenses offer many different focal points by seamlessly transitioning from distance vision to intermediate and near vision and everything in between. Progressive lenses provide much more natural vision and are typically recommended over bifocal lenses.

Can you replace the lenses in my current frame?

Yes, FramesDirect.com can replace the prescription lenses in your current frame. However, you must send us your eyeglass or sunglass frames before we can process your order because we will need to cut the prescription lenses to fit your exact frame. Additionally, you must speak with an optician before you send us your frames.

We can only replace sunglass lenses in your current frame if they are prescription sunglass lenses.

Will you add lenses to any type of frame?

We can only add lenses to frames from brands that we currently carry on FramesDirect.com

What if my frames aren't in perfect condition?

If our opticians fear there is a chance your frames could be broken in the lab, FramesDirect.com will call you to discuss it.

Can I add a prism to my lenses?

We can make lenses that include a prism. All prescription orders are verified by one of our opticians. If your written prescription has a prism, we will confirm with you before crafting your custom lenses. There will be a slight upcharge for adding a prism to your prescription.

Payment & Insurance

How can I pay with Apple Pay?

With Apple Pay, you can pay quickly and easily using details already saved to your account. Choose Apple Pay as your payment method for faster checkout. Once you confirm your payment, you'll see Done and a checkmark on the screen indicating that your payment was successful. Learn more on the Apple website. Read the Apple Pay terms of use here.

How can I pay with PayPal?

When placing an order, select PayPal as your payment method during checkout. Log into your PayPal account and choose Pay Now or Pay Later. Download the PayPal app to manage your payments directly. To find out more about PayPal Pay Now or Pay Later, visit the PayPal website.

May I use my vision insurance to pay for my glasses or contacts?

Yes. FramesDirect.com is an out-of-network provider for most vision insurance plans. Once you've placed your order, you can submit your prescription eyewear or contact lens purchase for reimbursement through your vision insurance provider by using the forms found on our insurance page.

May I use my flex spending or health savings account (HSA) to pay for my glasses or contacts?

Yes. Your flexible spending and HSA dollars can be used for prescription eyewear, regardless of whether or not you have vision insurance. And if you use your flex spending or HSA debit card, you can skip the hassle of having to submit a reimbursement form to your vision insurance provider!

What forms of payment do you accept?

FramesDirect.com accepts all major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept Flex Spending/HSA debit cards, PayPal, including Pay in 4, and Klarna, an interest-free payment option with no additional fees when you pay on time. Read more about using Klarna.

How do you ensure that my personal and payment information is secure?

FramesDirect.com uses a secure server and transmits all sensitive/credit information via Secure Socket Layer (SSL) technology before that data is then encrypted into our payment gateway database. We do not store any of your private/payment information on our servers after your transaction has been completed.

Additionally, FramesDirect.com is tested and certified daily to pass the FBI/SANS Internet Security Test. Learn more about our security measures by reading our Privacy & Security Policy.

International Orders

Do you ship internationally?

Yes, we ship products worldwide. If you, the customer, use our International Express shipping service, then the Taxes and/or Duties will be included in the total price at checkout. If you, the customer, are using our International Air Express service, which is the local postal service, then you are responsible for paying all Taxes and Duties associated with international shipping. To get an estimate of the shipping costs for your order, use the International Shipping Rates drop-down menu on our shipping options page.

Are there any additional fees associated with international shipping?

Yes, please use the International Shipping Rates drop-down menu on our shipping options page to get an estimate of the shipping costs associated with your order.

Are there any international addresses that you can't ship to?

Yes, there are a few countries that we can't ship to, due to trade restrictions. If you do not see your country listed in the International Shipping Rates drop-down menu on our shipping options page, then we do not ship to that location at this time.

Additionally, some manufacturers, specifically Oakley and Maui Jim, will not allow us to export their products internationally. Wiley X and Adidas will not permit us to ship their products to European addresses.

Prescription Questions

What does single-vision mean?

Single-vision means that you are either near sighted or far sighted, but not both (as is the case with people who need bi-focal or progressive lenses). Single-vision is the term used to refer to corrective prescription lenses that do not have multiple viewing zones, like bi-focals and progressives do.

What is pupillary distance (PD) and how do I measure mine?

Pupillary distance (PD) is simply the distance (in millimeters) between the centers of your pupils. PD is important because it helps our lab figure out where the optical center of your lenses should be.

Ask your eye doctor to include your PD when s/he writes out your prescription. If your eye care professional cannot provide your PD, we can help you determine this measurement.

Returns & Exchanges

What is your return/exchange policy?

You can return or exchange a product for any reason within 30 days of receiving your order. Review our Easy Returns & Exchanges policy for complete details.

How do I return or exchange an item?

Please review our page on how to return an item here.

How long do I have to exchange or return an item?

If you are returning or exchanging your item because the order was incorrect or the product arrived damaged, you have 30 days from the date you received your item to return the product to FramesDirect.com.

If you are exchanging your item due to a warranty issue, you have 12 months from the date you received your item to return the product to FramesDirect.com. Products covered under warranty can only be replaced or repaired, not refunded. NOTE: We honor frame manufacturers’ warranty time frames, so some brands may accept frame warranty claims past 12 months.

Do I have to pay shipping fees again if I return or exchange an item?

FramesDirect.com will provide you with a return shipping label if you are returning your eligible item from within the continental United States. If a pre-paid return label is provided and the order is refunded, a $9 shipping charge will be deducted from the refund. For international returns, as well as Alaska, Hawaii, US Territories or APO addresses, we do not provide reimbursement for return shipping. Please follow the process for international returns here.

Guarantees & Warranties

Is the damage to my glasses covered under your warranty?

In general, damage to frames or lenses caused by a defect in the manufacturing process is covered under our warranty, while damage caused by the wearer is not covered. Please review the table on our Frame & Lens Guarantees page to help you determine whether or not your product is covered under our manufacturer's warranty. Products covered under warranty can only be replaced or repaired, not refunded.

How long does your warranty last?

Our frame and lens warranties cover products for one year from the date you received them. For products purchased in California: Warranties on products purchased on or after July 1, 2023 will commence on the date of delivery of the product (not date of purchase).

What do you mean by 30 Day Lens Guarantee?

We pride ourselves on quality, so we want your lenses to provide you with such crystal clear vision that you forget you are even wearing glasses. If you find your prescription lenses are anything less than perfect, we will remake your lenses in the same frame absolutely free.

And if your doctor makes any changes to your prescription within 30 days of you receiving your order, we will make new lenses for your same frames for free. Even if your doctor changes your prescription 31-90 days after receiving your order, we will remake your lenses at 50% of the retail cost.

Shipping & Order Status

How long will it take to receive my order?

Non-prescription eyewear as well as contact lenses usually takes 4-7 business days to receive (for U.S. customers). Prescription eyewear orders typically take 11-14 business days to receive (for U.S. customers), due in part to our rigorous quality-control process.

If your item is on backorder or does not pass our quality control inspection, it could take longer than the estimated shipping times listed above to receive your order. Our customer service department will contact you if they anticipate a delay in delivering your order, outside of the normal timeframes.

Do you offer free shipping?

Yes, we offer free shipping. Free shipping does not apply to contact lens orders, international orders, and some exchange orders.

How will I know if my item is on backorder?

You will receive an email at the address you provided to inform you that your item is on backorder. You will also receive a call from our customer service department to ask you how you would like to proceed with your order.

What happens if I don't receive my order after it ships?

You have 30 days from receipt of the shipment confirmation email to notify FramesDirect.com that you have not received your item, otherwise we cannot be responsible for lost shipments.

Eyewear Care

What is the proper way to clean and care for my eyewear?

How to clean your eyewear:

• Clean your glasses by using warm water and a mild dish soap.
• Dry your glasses gently with a soft cotton towel or cleaning cloth for eyeglasses.
• A soft toothbrush can be used to wash away any grime around the nose pads. Be careful not to accidently scuff the lens.
• Avoid using rough materials such as facial tissue or paper towels to dry your glasses, as they may scratch your frame or lenses.
• Avoid using any cleaners containing ammonia (such as Windex) or lotions (like some hand soaps), as these products could damage your lenses.

Check out our video for more info:

How to care for your eyewear:

• Avoid leaving your glasses in a hot vehicle. High heat could damage the frame and lenses.
• Avoid touching your lenses with your hands to prevent contact with dirt and oil particles that could scratch the surface.
• When not using your glasses, keep them in a case to avoid scratches.

Adjusting Your Frames

How do I adjust my glasses so that they fit better?

It is not recommended that you adjust your glasses yourself, as excessive force or bending can break the frames or lenses.

Before shipping your glasses to you, we will adjust them based on standard fit. If your glasses do not sit on your face properly and you require further adjustments, we encourage you to visit a local optical store. Most brick-and-mortar eyewear retailers will adjust your glasses free of charge, as courtesy.

Contacting FramesDirect.com

Whom should I contact if I have questions?

If you have questions or concerns about your order or the products on the FramesDirect.com website, please call one of our opticians at 1-800-248-9427 (Int'l: +1 513-765-2513).

What are your business hours?

You may place an order on the FramesDirect.com website at any day or time throughout the year. However, our customer service department can only be reached during the business hours listed below.

• Monday–Thursday: 7:00 am–7:00 pm
• Friday: 7:00 am–6:00 pm
• Saturday: 8:00 am–5:00 pm
• Sunday: Closed

Times are displayed in Central Time (UTC-6)

Whom should I contact about CCPA?

This privacy policy applies to California consumers who are entitled to certain rights and protections with respect to their personal information under the California Consumer Privacy Act of 2018 (the "CCPA").

If you are a California resident, you can make certain requests regarding your personal information and we will fulfill each of these requests to the extent required by law.

See details about CCPA or Contact Us.