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Customer Service
I have a question
Kris****Time: 2019-02-01
The lenses that are in glasses I have received are to strong for my eyes and make my head hurt. I think that the strength of the prescription got messed up.
Dear Kristina Porcase,conerning your case,could you please email us your original prescription as well as PD value for reference? After you reply us, we will know what to do next. We have sent an email to you and you can reply us directly.
Kari****Time: 2019-01-27
I would like to cancel an order. The website accidentally charged me twice.
Dear Karina Kaasin,we would like to tell you the two orders are unpaid orders ,we have canceled the unpaid order#1901270307020 for you and keep the unpaid order#1901270314154.If you still want it,please feel welcome to complete the payment.
Meli****Time: 2019-01-26
When will my glasses arrive? I ordered these on January 7, 2019. Order Number: 1901080422111
Dear Customer, we would like to tell you that since the coming Spring Festival in China, it may take a little long time for Customs Clearance and it normally it will take 15-30 working days to deliver via standard shipping. Thank you so much for your cooperation and understanding.
Tere****Time: 2019-01-26
Do you have the blue lenses available? I guess they are better with computers.
Dear Customer, we would like to tell you that we do provide bluelight protect lens on our website and it is under the "Functional" label. Please feel free to place new orders on our website. And we have also sent an email to you, you can also check it.
Andr****Time: 2019-01-26
I am wondering when my order shipped. It says it has shipped but no date or link to use the tracking number. Thanks
Dear Customer, we would like to tell you that your order has been shipped out and we have sent an email to you about the tracking information, please check it. If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
Kare****Time: 2019-01-25
I paid 18.00 plus dollars for fast shipping that I thought would be within 8 days of delivery. I ordered on the 15th I was looking for it to be delivered by the 24th and I just noticed that It was just mailed out. I feel like it was false advertisement and I would like my 18.00 back from the shipping.
Dear Customer, we would like to tell you that it usually takes 7-15 working days to customize your glasses and we have finished your order and shipped it out via UPS.We have also sent an email to you about this, please check it.Thank you.
Elea****Time: 2019-01-24
Hello, I received my order for my sunglasses but I need to change the lenses because they aren't dark enough. Please let me know how to do this. Thank you
Dear Customer, we would like to tell you that we not provide exchange service on our website and we are sorry that we do not provide lens separately and we only deal with complete glasses. And we did process your glasses based on your choice. So could you please send us a picture of your glasses for checking first? And we have also sent an email to you, you can reply our email directly.Thank you.
Tayl****Time: 2019-01-24
Hello, I placed an order on January 1st and it says it has been shipped but I still haven't received it.
Dear Customer, we have checked that your order has been delivered on Jan. 10th and could you please check your mailbox? Or you can check whether your family members or neighbours receive the order for you? And we have sent an email to you about this, you can also check the email. Thank you.
Iren****Time: 2019-01-23
I ordered two different glasses one is for computer use the other is for distance. Please process the order as it was written. Thank you Irene
Dear Customer, we have processed your order as you originally placed on our website and thank you for your cooperation and understanding.
kath****Time: 2019-01-21
Hello - My order has shipped but I have not received an email to track it as of yet. Where would I get this information?
Dear Customer, 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.
alet****Time: 2019-01-18
Why my glasses have not been ship?
Dear Customer, we would like to tell you that your order was once held by us since we need to check something with you about your prescription before processing your order. Since we didn't get your reply after several emails and days, we processed your order originally and the order has been finished and shipped out. We have sent an email to you about the tracking information, please check it. Thank you.
Sydn****Time: 2019-01-18
hi! i just received my new glasses in the mail yesterday and even though they are so cute, unfortunately they are way too big for my face. i was wondering if i could exchange them for a different pair and pay the difference or if not am i able to return them? please let me know. thank you so much.
Dear Customer, we would like to tell you that we do not provide the exchange service, but you can return the glasses for a 100%c one time use store credit of the product cost to reorder on our website.And we have sent an email to you about the details, please check it and reply us. Thank you.
Lean****Time: 2019-01-17
Hello I need a copy of my invoice emailed to me please.
Dear Customer,we have sent the order copy to your email address. Please check it.If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
Mich****Time: 2019-01-18
I just went to my account and my balance is 0. I had a refund of $38.32, it says that it expired on January 1 2019. I don't understand, With all the exchange of email that we had there is no where that it says an expired date. I just got a new prescription and would like to order a pair of glasses. thank you Micheline Cloutier
Dear Customer, we would like to tell you that we have issued the store credit to your account again, and you can place a new order on our website using the store credit now!If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
Sue ****Time: 2019-01-18
Hi. I need a receipt for my last order sent to my email so I can submit to my insurance company. Can you please send? Thank you, Sue Chambers
Dear Customer, we have sent it by replying your email, please check it. If you have any questions, please feel free to contact us by email or utilize us by Online-chat.
heat****Time: 2019-01-17
good morning. I would like to no if you can tell me how can I find out if I order my husband glasses on my order form. I look but I only see mind. it was last year. they are brown wood like. he wants to order the same pair . he lost his. Name is john starling same address. thanks...
Dear Heather,we have found your two orders via your email address.But we haven't found the glasses which is brown,In addfition, we have sent an email to you and you can check it.
just****Time: 2019-01-17
I am trying to order but not able to add frame to cart. HOw to do it?
Dear just brahmatewari,concerning your case,could you tell us which frame do you choose?Or you can take a screenshot and send it to us for checking.
Bilk****Time: 2019-01-14
I ordered a pair of glasses. My order included cost for photochromic lens (brown). However, the lens are not photochromic. I was charged additional cost for the upgrade. I love the glasses but how do I get this problem resolved? Order # 1812181642590
Dear Bilkis,concerning your case, we need to tell you that the photochromic lenses will turn dark when explosed to direct sunlight and it will take a few minutes to make the transition. Please retry to wear the glasses under the direct sunlight to see if the lenses will turn dark or not. Or you may try the freezer test to activate the photochromic lenses. You can just put the glasses into a refrigerator for a while and then, take them in direct to sunlight to try again.
Jim ****Time: 2019-01-15
When you order the UV Protective coating, does it also include the anti-glare and anti-scratch coatings? I would like all 3 coatings, not just the UV coating. Thanks
Dear Jim Darechuk,we would like to tell you that UV protective coating also contains the anti-scratch and glare coating.If you want the 3 coatings,you can choose UV protective coating.
ange****Time: 2019-01-12
how do i get the shipping labels
Dear angelariley,we are sorry to tell you we do not provide shipping labels and you need to pay the shipping fee for returned glasses.