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Customer Service
I have a question
Mary****Time: 2019-03-13
Hello, I have been trying to order online and can't seem to find the order botton.
Dear Mary, concerning your case, you can use our online chat so we can help you better when placing orders on our website. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Wali****Time: 2019-03-12
I need to cancel the order I just placed about 5 mins ago on 3/11/19.
Dear Waliette , concerning your case, could you please tell us the reason for cancelling the order? If you want to make some change to your order, please tell us and we will make the change for you. And we have sent an email to you, you can reply us directly. Thank you.
Jade****Time: 2019-03-12
Hello, I just placed an order for a pair of glasses and I made a mistake in the order and I was hoping you could fix it seeing as how i cant cancel my order. My order ID is 1903120252273 and instead of clicking on the option for “fashion, no prescription lens” i selected only the frame, but I want the lens with the glasses, just no prescription in them Hopefully you can help me, Thank you
Dear Jade, we would like to tell you that we have changed your glasses from Frame Only to Fashion in order #1903120252273 and will process your two orders ASAP.If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
Lind****Time: 2019-03-11
I ordered prescription sunglasses from you through PayPal transaction # 67T38437823119503 on February 21, 2019 for a total of $30.56 (Invoice ID: 1902221216029). Please let me know when I should be receiving them. Thank you.
Dear Linda , we would like to tell you that your order has been finished and shipped out on Mar.4th and we have sent an email to you about the tracking information, you can check it. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Jacq****Time: 2019-03-09
any update on my glasses?
Dear Jacqueline, please do not worry, we would like to tell you that your order may still be at Customs, and when your order arrives in your country, the tracking information will be updated. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Shan****Time: 2019-03-09
Hello, I ordered some glasses (Order ID 1903070749541), and I received a confirmation e-mail stating the payment was successful. However, I have also received approximately 5 e-mails stating that my payment has failed. Originally, I attempted to use my medical pre-paid card to purchase the glasses. That payment certainly failed, but I immediately re-submitted my order with a personal debit card, which was successful. I would like to know why I continue to receive e-mail after e-mail stating my payment declined. It was only a one-time payment that failed. If you are continuing to attempt to charge that card multiple times, then please cease doing so. Thank You, Shane Arra
Dear Shane, please do not worry about that, we only received one successful payment for order# 1903070749541 from you. And for another order you placed, we have cancelled it. We would like to tell you that your order is in process now and you are expected to receive your glasses soon. If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
Broo****Time: 2019-03-08
I ordered my glasses on 01-24-19 and haven't received them yet. My tracking number is LT273423080CN. Please let me know when they will be in. Thank you!!
Dear Brooke, we would like to tell you that your order is still in transit now and since you chose the standard shipping, it normally will take 15-30 working days to deliver. Thank you so much for your cooperation and understanding.
Iren****Time: 2019-03-09
My invoice # is 1901210520383 please advise as to when I can expect the glasses? Thank you
Dear Irene Ludlum, we would like to tell you that your order was shipped out on Jan.29th and since you chose the standard shipping, it normally will take 15-30 working days to deliver. And we have sent an email to you about the tracking information, you can check it. Thank you so much  for your cooperation and understanding.
Hayl****Time: 2019-03-08
I have a coupon to redeem, but I did not find it as I went through checkout. I proceeded through the checkout waiting for the option to show up, but it did not. How do I get the discount from here? I would rather not have to go through the whole purchase again.
Dear Hayley, we would like to tell you that we have received your order and could you please tell us which coupon code you want to apply. And we will check it and help you with that. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Ceci****Time: 2019-03-07
Acabo de hacer un pedido. Quiero saber el número de seguimiento del envío y cuánto tardará en llegar el paquete aproximadamente. Gracias
Estimada Cecilia, nos gustaría informarle que hemos recibido su pedido y lo procesaremos lo antes posible. Una vez que terminemos su pedido, lo enviaremos y le enviaremos por correo electrónico la información de seguimiento. Como eligió el envío estándar, normalmente se demoran entre 15 y 30 días hábiles para la entrega. Si tiene alguna pregunta, no dude en contactarnos por correo electrónico o utilizarnos por chat en línea. Gracias.
Leki****Time: 2019-03-06
Good day. I paid extra for express shipping which meant I should have received them withing 5-7 business days. It is now the 6th day and according to your site my order has not been shipped. Will you be refunding my express shipping price? Thank you.
Dear Lekisha , we would like to tell you that since you chose the express shipping, it will take 5-7 business days for delivery after we finish your order and ship it out. And your order is in process now. After we finish your order, we will ship it out and email you that tracking information. Thank you so much  for your cooperation and understanding.
Sylv****Time: 2019-03-06
I have ordered a pair of glasses on Feb.28,2019 and paid to get them in 5 days where is my order can't get an update from you people
Dear Sylvia,we would like to tell you that since you chose the express shipping, it will take 5-7 business days for delivery after we finish your order and ship it out. And your order is in process now. After we finish your order, we will ship it out and email you that tracking information. Thank you so much for your cooperation and understanding.
JANE****Time: 2019-03-06
any updates on my glasses?
Dear JANET, we would like to tell you that your order is still in process.Due to your prescription, your glasses should be customized and it usually takes 7-15 working days to process. After we finish your order, we will ship your order out and it will take 5-7 business days for delivery since you choose express shipping.If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Teen****Time: 2019-03-06
is the price of order in AU $ or US$
Dear Teena, we would like to tell you that the price on our website is in US$. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
BreA****Time: 2019-03-05
Hello! I'd like to order the "Polly Metal Wayfarer Frame" glasses with my own prescription, but I can't find the option! Does that style not allow for prescriptions?
Dear BreAnna, we would like to tell you that could you please tell us your prescription so we can check it for you. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
lynd****Time: 2019-03-05
Hello, I placed an order on February 5. Is there a time frame when I can expect to receive my glasses? Thanks!
Dear lyndsay, we would like to tell you that your order has been shipped out on Feb.16th and since you chose the standard shipping, normally it will take 15-30 working days to deliver. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Cour****Time: 2019-03-05
Can you tell me where to find information about the different lens coating options? (Particularly UV coating and Premium.)
Dear Courtney, we would like to tell you that UV Coating is a beneficial lens treatment, which is an invisible dye that blocks ultraviolet (UV) light. And our premium coatings have all the properties of regular anti-scratch& glare coating, plus the added benefit of a water resistant coating that repels dirt and water and is easier to clean. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
JANE****Time: 2019-03-05
can I change my shipping on my order?
Dear JANET, we would like to tell you that we can upgrade the shipping method to express for you, and we have sent an email to you about this, you can check the email directly. Thank you.
Lall****Time: 2019-03-05
Good Morning, I am trying to track down my glasses order # The USPS tracking number is LT321189818CN. There are no updates on the USPS site other than it left China on 2/16/19. Please help, thanks! Lalli Aguilar
Dear Lalli , we would like to tell you that we have checked on USPS website your order has arrived in USA and on its way to destination now, and you will receive your glasses soon. Thank you so much for you patience and understanding.
Ana****Time: 2019-03-04
Hi, i just made an order. I forgot to specify that " no PD listed" i already have talk with your customer service for my eyes prescription.
Dear Ana, we would like to tell you that PD is the very important value to process your prescription glasses. Concerning your case, you can measure the PD value yourself. And we have sent an email to you about this, you can check it and reply us directly. Thank you.