0
Customer Service
I have a question
Jazm****Time: 2019-02-17
hi there, i noticed in my current orders it says i have an order that is unpaid that i wanted to remove because i purchased another pair of glasses. I was wondering how do i removed the unpaid order so they can go back up on the website?
Dear Jazmine Ware,we have canceled the unpaid order#1902170330395 for you and processed the order#1902170345254.Please check it.
Dana****Time: 2019-02-18
Hello I need to make a change to the order I placed today and add a discount code I received via email. I would like to take off the Hilary Wayflower Plastic Frame and add the Sunny Cat Eye Eyeglasses in Floral. The prescription and pd I used is saved. Please use the same one I used for the other glasses I ordered Also the additional discount code that I received was a $5 coupon code "GLASSESLIT" and 20% off the first order for new customers.
Dear Dana,we have changed the frame from Hilary Wayflower Plastic Frame(#C00095) to Sunny Cat Eye Eyeglasses in Floral(#B01087) and add the 74 points to your order,so you don't need pay the balance.In addition,we would like to tell you since your order has used the code VF30,two discounts can't be used together.Concerning your case,we have calculated that the best code for your order is VF30.Besides,we have sent an email to you and you can reply us directly.
Patt****Time: 2019-02-16
I was reviewing my order to see when it arrived. I still says Manufacturing, at that time I noticed a purple tint. I do not want a tint these are not sunglasses can you help me?
Dear Patti,We would like to tell you that since we have finished the tint,we can't make the change for the lenses.If you want to remove the tint,we need to remake the lenses and charge the balance $35.92.Is that OK?In addition,we have sent an email to you and you can reply us directly.
Paul****Time: 2019-02-14
I just made an order but forgot to add the discount code. Can I cancel the order now and then reorder with the code
Dear Paula Okonneh,concerning your case,could you tell us which code do you want to add?After we receive your reply,we will make change for you and refund the balance.
Soph****Time: 2019-02-13
hi there i have a piar of sunglasses in my wishlist at reg price but when i hit order it it does't allow me to finalize with lenses or order it...please help as i would like to order these. Kell sunglasses on sale $9.95 Sophie
Dear Sophie McAlonan,we would like to tell you the frame at normal price should be added to the cart first and then you can buy the Kell sunglasses.
Lind****Time: 2019-02-13
My order was placed last month over 7-15 days and the order still shows "manufacturing" if the order does not ship out today I will be requesting a refund so I may order glasses elsewhere. Sincerely
Dear Linda Schuster,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.Since you choose the standard shipping, it normally takes 15-30 business days for delivery. Please kindly wait patiently.
Wali****Time: 2019-02-13
hello, I am checking on my order I placed on 2/2/19. Order # 1902030957227 I got the email the day I placed the order and when my payment successfully processed through paypal. That's been about 10 days. Haven't heard anything.
Dear Waliette Thompson,we would like to tell you 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.And then,you will receive the tracking information.Please kindly wait patiently.Thanks for your understanding and patience.
Soph****Time: 2019-02-13
Hi there I’m trying to order the kell sunglasses on sale for 9.95 and it keeps saying to add to cart before selecting lenses....I can’t seem to be able to add to cart can you please help.
Dear Sophie McAlonan,concerning your case,you are advised to choose a frame at normal price first.In addition,you can have a look at the attachment about the $9.95 items.
Nico****Time: 2019-02-12
I am trying to receive an update on my glasses. I keep trying to call the customer service number and it does not work. I paid extra for my glasses to be here sooner and they still aren't here.
Dear Nicole Parker,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.Normally it will take 5-7 working days to deliver via express shipping.Please kindly wait patiently.Thanks for your understanding and patience.
Sohi****Time: 2019-02-10
I am not able to place my order for the second pair for $9.99 because it keeps asking for Prism and Base values which I do not have. Please tell me what I have to do. Thank you.
Dear Sohifa,we would like to tell you if you don't have the prism and base direction in your original prescription,there is no need to enter them.
Anay****Time: 2019-02-10
What’s a PD number
Dear Anayvette Chevere,We have held your orders and we found you placed the two orders for non-prescription lenses.Could you tell us whether you need two prescription glasses but don't have PD value in your original prescription?If so,you are advised to email us your original prescription for reference.In addition,we would like to tell you that the PD is the distance between the two pupils, center to center,in millimeters.It is very important and you can not order prescription Glasses without PD.We have sent an email to you and you can reply us directly.
Beat****Time: 2019-02-09
May I order distance glasses like this : regular minus 3 and minus 3 Add - minus 1.5 and minus 1.5
Dear Beata Weber,concerning your case,could you send a picture of your original prescription as well as PD value to us for reference?
Sher****Time: 2019-02-07
Why doesn't my order show up in 'my orders'?
Dear Sherly Gutierrez,we would like to tell you since you paid the order via Expresscheckout, you can't find your order.Concerning your case, we have add the order to your account and you can check it.
Ebon****Time: 2019-02-08
My order says it shipped on January 10th. I know it can take 15-30 business days,but it's been 20 business days and has not left NANJING EMS, CHINA. I would like and update on my order.
Dear Ebonee,we are sorry to tell you the order may be delayed by Spring Festival in China and extremely cold weather in USA.Your understanding and patience will be appreciated.
Pame****Time: 2019-02-08
HELLO i AM A FIRST TIME BUYER SO I WANT TO USE MY 20%OFF COUPON. I ALSO WANT TO TAKE ADVANTAGE OF THE $10 OFF FOR PRICE OVER $49 DOLLARS. IF I CAN I USE BOTH I CAN BUY 2 PAIR.
Dear Pamela,we are sorry to tell you that two discounts can't be used together.
LILI****Time: 2019-02-08
Hi , I just place an order of two glasses and after I paid it says that the order is going to be delay due to the spring derríbales, how long it will take and if the $8 coupon can I applied it to this preset, I’ll thank you very much for letting me know and for the discount
Dear LILIAN L MORALES,we would like to tell you that our lab will come back to work next Monday and after that we will rush your order ASAP. In addition,the discount can be used to your next order.
Lind****Time: 2019-02-04
Just would like a status update on my order. Possibly an estimated time of delivery.
Dear Linda Schuster,we would like to tell you that 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.
Kimb****Time: 2019-02-04
hi! i bought pair of glasses last year. the frames cracked and broke today! the lenses are fine, but now i need new frames for them! PRODUCTS FRAME LENS PRESCRIPTION PRICE Color:floral Progressive - Multifocal Details My RX Details Frame : $10.95 Lenses : $70.85 Total : $81.8 Sunny Cat eye Eyeglasses Please advise!
Dear Kimberly Tenai,we would like to tell you that the frame#B01087 is in sale,you are advised to buy a replacement frame but the frame#B01129 is out of stock. In addition,we have spring festival promotion on our website,you can have a look at the attachment.
Patt****Time: 2019-02-01
I got the glasses I don’t like I call you before but no answer I want to exchange
Dear Patty,we would like to tell you that we only provide a 30 days' warranty after you receive the glasses.Thus your order is beyond our warranty.Thanks so much for your understanding and cooperation.
Domi****Time: 2019-02-01
I just placed an order, but it says payment failed on one email and payment successful on the other... what is the correct information?
Dear Dominique Dillon,we have received your order which is paid successfully and we have sent the copy of the order to you,you can check it.