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.
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.
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.
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!
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.
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!
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.
* 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:
The ideal material for your lenses depends on your prescription.
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.
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.
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.
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.
Yes, Frames Direct 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.
Frames Direct 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.
Frames Direct 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.
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.
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.
How to clean your eyewear:
How to care for your eyewear:
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.
Our Eyewear Protection Plan is a 12-month program.
No. The Eyewear Protection Plan will replace your eyewear for covered breakdowns.
Our Eyewear Protection Plan covers a one-time replacement of your eyewear for a covered breakdown during the 12-month term.
Yes, when filing a claim, there is a flat replacement fee of $50 for most eyewear. For Ray-Ban Meta, the one-time replacement fee is $100.
No. The Eyewear Protection Plan is not insurance and does not cover loss or theft.
The Eyewear Protection Plan covers cracked and scratched lenses; cracked frames; broken hinges; normal wear and tear. (Limitations and exclusions apply, please refer to the Terms and Conditions for plan details. For customers in Puerto Rico, please see the English and Spanish versions.)
The Eyewear Protection Plan can only be purchased at the same time you purchase your eyewear from Frames Direct. The Eyewear Protection Plan cannot be added to your eyewear at a later date.
Not at this time.
It's easy! Just contact Frames Direct's customer service at 800-248-9427 and let the agent know you've purchased an Eyewear Protection Plan. They'll assist you in getting your claim filed as quickly as possible.
Yes, each eyewear must have its own Eyewear Protection Plan.
No, the eyewear must be returned to Frames Direct when submitting a claim.
Yes, if the style is available. If not, you'll have the option to choose an alternate product.
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.
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.