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.
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.
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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.
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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.
- Polycarbonate lenses are 30% thinner and lighter than plastic and recommended for people with prescriptions ranging from +/- 2.00 to +/-4.00. 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 best with polycarbonate lenses.
- 1.67 Hi-Index lenses are 45% thinner than plastic lenses and help reduce the distortion of your eyes that people see when they look at you through your glasses. This lens material is recommended for people with prescriptions of +/- 2.00 and greater.
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 Standard lens option.
- Digital Light Protection is a precision engineered lens coating that can deflect a significant portion of harmful blue/violet light, leaving your eyes fresh, even after a long day at the office in front of a screen. Digital Light Protection also provides scratch resistant and anti-glare properties. Comes with Premium lens option.
- Transitions® 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 I am 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® 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.
Transitions® does make a "drivewear" lens that will get dark in a car. If you would like to add this specialized Transitions® lens to your eyewear or 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 offers 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 for the lens is for reading (i.e. to help you see things up close). The viewing zones of bi-focal lenses are divided by a visible line.
Progressive lenses are essentially no-line bi-focals. 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 bi-focal lenses. Check out our video for more information:
May I order lenses only?
- Yes, FramesDirect.com will allow you to purchase prescription lenses only. 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.
Can you replace the lenses I have 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.
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Payment & Insurance
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 and debit cards, including Visa, MasterCard, American Express, Discover, and Diner's Club. We also accept Flex Spending/HSA debit cards and PayPal.
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.
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Do you ship internationally?
- Yes, we ship products worldwide. The customer is responsible for paying all duties and taxes 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.
The offer of free shipping does not apply to international orders.
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. Our international shipping partner will also contact you to inform you of the duties and taxes you owe 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.
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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 using our proprietary PDCapture℠ tool. Check out our video to learn more:
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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 is wrong or the product is 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.
Do I have to pay shipping fees again if I return or exchange an item?
- If you are returning or exchanging your item because the order is wrong or the product is damaged, FramesDirect.com will provide you with free return shipping labels. For international returns, we do not provide reimbursement for return shipping. Please follow the process for international returns here.
If you are returning or exchanging your item because of size, fit, color, or some other personal preference, then you will be responsible for paying the costs of shipping your item back to us.
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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.
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.
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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 back order 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 back order?
- You will receive an email at the address you provided to inform you that your item is on back order. 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.
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What is the proper way to clean and care for my eyewear?
How to clean your eyewear:
Check out our video for more info:
- 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.
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.
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Adjusting Your Frames
How do I adjust my glasses so that they fit better?
- Before shipping your glasses to you, we will adjust them based on standard fit. If 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.
We do not recommend adjusting your glasses yourself, as excessive force or bending can break the frames or lenses.
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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: +1 512 402 8557).
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: 8 a.m.–7 p.m. Central Time
- Friday: 8 a.m.–6 p.m. Central Time
- Saturday: 8 a.m.–5 p.m. Central Time
- Sunday: Closed
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