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Customer Service
I have a question
JANE****Time: 2019-03-01
Placed order yesterday 2/28/2019 when can I expect an update?
Dear JANET, we would like to tell you that we have received your order and your order is in process now. And it usually takes 7-15 working days to customize your glasses. Since you chose the standard shipping,normally it will take 15-30 working days to. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
WHIT****Time: 2019-03-02
I'd like to add my 20% off discount to my 1st order if possible. It's in my cart. Thanks
Dear WHITINEY, we would like to tell you that we have added the 20% OFF code to your unpaid order and please feel free to complete the payment. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Beve****Time: 2019-03-02
How do I use the bonus points?
Dear Beverly, we would like to tell you that you can use the points before Check Out, apply the points on Used Points label. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Sher****Time: 2019-03-02
Hi, I've been trying to pay for my order but your system keeps saying DO Not Honour. Can i pay over the phone? Card administrator says there is no issue using the card online. They see the transactions coming through but not being processed all the way from vendor. Order # 1902261004505.
Dear Shermaine, we would like to tell you that we have sent an email to you with the payment link of your order, you can check the link and offer the payment. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Kare****Time: 2019-03-02
Please update my prescription using the one on my profile! I accidentally typed the incorrect one.
Dear Karen, we have received your order and the message, and we have sent an email to you about it, you can check your email and reply us directly. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Marv****Time: 2019-03-01
Hello! I just placed an order but I've realized that my prescription is wrong! Could you please cancel it?
Dear Marvette, we would like to tell you that we can make the change to your prescription and we have sent an email to you, you can just reply our email directly. Thank you.
Meli****Time: 2019-03-01
Just placed an order yesterday and did not see if the numbers on the inside of my current glasses to insure a proper fit They are 52-18-135
Dear Melissa, we would like to tell you that the size for the frame you chose is 52-16-135 and your order has been finished, we will ship it out ASAP. Please do not worry, if you do not like the glasses you ordered, you can contact us after receiving it, we will know how to help you next. Thank you.
Avia****Time: 2019-02-28
I signed up for a new account and it said it would send me a 20% discount code to my email but has not done so?
Dear Avian, we would like to tell you that we have applied the 20% OFF code to your order and you can feel free to complete the payment. If you have any questions, please feel free to contact us by email or utilize us by Online-chat.Thank you.
Jody****Time: 2019-02-27
Hi I recieved a 20% coupon code by email and I don't see where I can apply it to my order.
Dear Jody, we have received two orders from you and one is for Flash Sale item, so the 20% OFF can not be applied to this order. And we have applied the code to another order, you can feel free to complete the payment. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Emil****Time: 2019-02-27
Hello, I would like to delete my glasseslit account. How can I do this as there is no option to do so anywhere that I can see on the account section thanks, Emily Stretton
Dear Emily, we would like to tell you that if you confirm that you want to delete your account, we can do that for you. Just need to confirm it with you. After your confirmation, we will delete your account ASAP. Thank you.
Shaw****Time: 2019-02-27
How can I use my points or what are they worth?
Dear Shawniqua, we would like to tell you that you can use the points when placing orders and 100 points can be used as $1. If you have any questions, please feel free to contact us by email or utilize us by Online-chat. Thank you.
Cons****Time: 2019-02-26
Hi, Please my glasses do not need prism but it wont let me move on without inputting a prism value and base direction. what do i do?
Dear Constance, we would like to tell you that if you do not need prism for your glasses, then please do not click the Prism option. And if you still can not figure out, you can utilize our Online chat, so we can help you better. Thank you.
Jess****Time: 2019-02-25
Hi, on 2/23/2019 I made an order and I was wondering if I could cancel that order? The order number is: order # 1902231358470 Please let me know as soon as possible, Thank you
Dear Jess, we would like to tell you that we just need to check the prescription with you for processing better glasses for you. If you confirm that the prescription is correct, we can process your order ASAP. And we have also sent an email to you, you can also reply our email directly. Thank you.
Lucy****Time: 2019-02-25
I received an email indicating that they do not deliver to PO Box and I wanted to know if this is true. I also wanted to know if they send by regular mail or by ups.to know if I changed or the address to my residence.
Dear Lucyann, we would like to tell you that since you chose express, we will ship your order out via UPS, so we need the physical address from you. And we have also sent an email to you about this, please reply our email directly. Thank you.
Bail****Time: 2019-02-25
I didn't mean to click on "confirm delivery", but I accidentally did. I still haven't gotten my glasses, they are still in a shipping facility in China according to the tracking number.
Dear Bailee Hollis,we would like to tell you that it doesn't matter to click "confirm delivery" before you receive it.
Kiar****Time: 2019-02-21
Hello, I ordered glasses on January 19th. The glasses say "shipped" but the last update on the whereabouts of my glasses was that they were sent to and processed on February 3rd in China. Is there an update of the location? I understand it takes 15-30 business days I just want to know if they are still at that same facility.
Dear Kiara malone,we would like to tell you that the order has been shipped out on Jan.25th,it may be delayed by the customs due to the Chinese Spring Festival.In addition, please don't worry, we are responsible for every pair of glasses we shipped out.And the status will update once the order arrives at the US.
Alys****Time: 2019-02-21
I was just wondering why my order is taking so long. I understand standard shipping is 15-30 business days but we are coming up on a month from my original order went out and when I looking up the tracking its still in a warehouse in china yet to be shipped even the the US. I don't understand why the status boasts " shipped" when it is still over seas likely weeks away at best.. Just wondering when exactly I can truely expect to receive my glasses? Thanks
Dear Alyssa McLaws,we would like to tell you that the order has been shipped out on Jan.28th,it may be delayed by the customs due to the Chinese Spring Festival.In addition, please don't worry, we are responsible for every pair of glasses we shipped out.And the status will update once the order arrives at the US.
jorg****Time: 2019-02-20
I placed an order for frames (only) on January 15, 2019 and I have not received them and according to your system, it states they were shipped. However, it does not say when... I order the frame without prescription.
Dear jorge mancillas,we would like to tell you since you choose the standard shipping, it normally takes 15-30 business days for delivery. Please kindly wait patiently.
Soph****Time: 2019-02-20
It's been 30 days, when will my glasses arrive?
Dear Sophie,we would like to tell you that the business days do not include the weekends.Since you choose the standard shipping, it normally takes 15-30 business days for delivery. Thanks for your understanding and patience.
Laur****Time: 2019-02-19
Hi, my order is placed since february 7 and I paid for the express shipping. Since my order status is still manifacturing, I'd like to know if it is possible to cancel it and get paid back cause I tought I would get it sooner. my order number is 1902070255391. Thank you !
Dear Laurianne,We would like to tell you the total time includes the shipping time and processing time.Normally it will take 7-15 working days to customize your lenses due to your prescription.When the order is finished, it will be shipped out.In addition,we would like to tell you since your order are in process, if you want to cancel the order,we can only refund $78.84(includes 50% production cost$59.85 and shipping fee$18.99).Concerning your case,shall we process your order continuously?After your reply,we will rush your order ASAP.Thanks so much for your cooperation and understanding.We have sent an email to you and you can reply us directly.