Frequently Asked Questions

Browse the site and pick out a frame- or better yet, several frames. Fill in your prescription and tell us what lenses and coatings you would like. We’ll take care of the rest!

We have a full tutorial on how to shop at EyeBuyDirect as well!

From your eye care professional, likely an optician or optometrist. They are required to provide you with your prescription following an eye exam.

In short, we cut out the middlemen and retail costs while maintaining excellence. We complete all manufacturing under one roof and never cut corners on quality.

Our customer service team can fix your prescription as long as you reach out to us in a timely manner. Call 1-855-393-2891 or send an email to eyecare@eyebuydirect.com and let us know how we can help you with your order. Make sure to have the order number ready before contacting us. Head over to our Contact Us page for more info.

You absolutely can! Click TRY ON when you've found a pair of specs you like. It'll take you to EyeTry, our virtual mirror. Just upload a photo from your device and you can try on as many of our frames as you want.

Of course! In the first step of Lens Selection select NON-PRESCRIPTION lenses.

We sure do. Come check out our Kids' Eyeglasses.

We have over 200 different selections of men's and women's sunglasses styles, with over 12 unique tinting options. You can also turn any eyeglasses frame into a pair of shades with our Sun tint option.

Yes! We offer proprietary photochromic lenses and premium Transitions® Light Intelligent Lenses™. First select your eyeglasses frames and then select LIGHT ADJUSTING after you enter your prescription during lens selection. We also offer a Transitions® Progressive bundle that makes check out a breeze when ordering the two together.

For bifocals, frames must be at least 28mm. Progressive lenses require a lens height of 30mm.

Knowing the right measurement for your frames is important when shopping for glasses online. Check the inside of the temple arm and there should be some numbers there. These numbers are your frame measurements. Check out our tutorial on how to read frame measurements so you can be sure your're selecting glasses from EBD that fit you best.

If you can no longer read the numbers on the inside of your frame, you can always try measuring by hand. Just remember, when measuring frame width, you need to measure from temple screw to temple screw. For temple length you need to measure from the temple screw to the temple tip.

EyeBuyDirect offers quality lenses that are checked for perfection at every step of our manufacturing process. We offer full rim, semi-rimless, and rimless frames to fit every style and budget.

Unfortunately, no. Due to the way basic color tint and photochromic are applied, they cannot be applied to the same lens and you must choose one or the other.

Want to get some glasses and don't require a prescription? Choose "Non-prescription" lenses while in the "Usage" section of our lens selection process.

You should also select this option if you plan on taking your frame to an optician and have your lenses fitted by them since EYEBUYDIRECT does not offer frames without lenses.

You can remove your lenses at home once your order has arrived.

Our usual return policy applies to Ray-ban and Oakley items.

No.

Our usual return policy applies to Ray-ban and Oakley items.

Yes.

Yes.

Yes.

No.

Check the terms and conditions of the promotion to see if it applies.

We don’t offer Ray-ban or Oakley sunglasses at the moment.

Yes.

You sure can! You can enter your order or tracking number in the Track Order section in our top navigation, or you can check on the status of your order on our Order Tracking page.

Your order will be delivered within 7 - 14 business days. Your glasses will usually reach you faster, but may take the full 14 business days depending on the complexity of your prescription and the package you selected.

US customers: we ship through USPS and UPS Next Day Air. Please note, the UPS Next Day Air option will deliver your order one day after the shipping date.

Canadian customers: we ship through the Canada Post.

UK customers: we ship through UPS.

Australian customers: we ship through the Australia Post.

For all other countries: we ship through UPS.

The service fee is not refundable.

We’re only able to expedite certain stock lens types for customers within the contiguous United States.

The $29 service fee covers the cost of expedited crafting, packaging and delivery.

We’ll deliver your order two business days from when you complete your order details, such as prescription and pupillary distance. Weekend days (Saturday and Sunday) and holidays are not considered business days. This means orders from Friday will be shipped the following Monday.

Our team worked hard to modify our manufacturing and shipping processes so you can get your glasses faster than ever.

Unfortunately, we cannot modify or cancel your order since we already started processing your purchase. However, once received, you can always exchange or return your order.

Absolutely. Just remember that your 2-Day Delivery items will be delivered separately from your regular-order items.

Of course. We want you to be 100% happy with your eyewear, so our 14-Day Fit & Style Guarantee still applies. The $29 service fee, however, is nonrefundable.

You can’t change your existing standard-delivery order. But, you can place a new order with 2-Day Delivery service and return the original order for a refund.

You can’t downgrade your 2-Day Delivery order to standard delivery, but you can make a new order with standard delivery and return the 2-Day Delivery order for a refund.

For both 2-Day Delivery and standard delivery, we can only ship to one address.

It depends on the promotion.

Yes. The 2-Day Delivery service fee is taxable.

Unfortunately, we do not offer refunds as store credit for 2-day delivery orders. You can always contact our customer service team to initiate a return for a one-time replacement or refund to the account you used for the order.

Our expert team can fix your prescription as long as you give us a call at 1-855-EYEBUY1 (1-855-393-2891) or shoot us an email at eyecare@eyebuydirect.com with your order number and correct prescription within the hour of ordering.

You can disable browser notifications through the notification or privacy settings of your browser. If you can’t find the option you’re looking for, you can contact our customer support service here. They will be happy to help you out.

Figuring out what all of those numbers an letters on your prescription mean can be a little tricky, but we've got that covered. Come check out our tutorial on how to read your prescription.

PD, or pupilalry distance, is the distance in millimeters between the center of one pupil to the other measured in millimeters. Your PD is usually included in your prescription. If not, you can measure your PD yourself.

You can do it yourself or have someone else measure it using a mirror and a ruler. Place a ruler, milimeter side up, directly under the center of your right or left pupil. While looking straight ahead, measure the distance from the center of your left pupil to the center of your right pupil. Repeat for accuracy. Note that the average PD is between 57 and 65mm.

Check out our video tutorial for some extra help.

Contact prescriptions and eyeglasses prescriptions differ and using them interchangeably will result in problems with your glasses. Make sure you have the correct prescription before entering it.

Absolutely! When entering your prescription, click Add prism.

Our industry standard lenses are made of lightweight CR39 and polycarbonate plastic. Our quality lenses come in six different refractory indexes. See our Lenses page for more information.

Typically, 60% of the lens height is reserved for distance vision and 40% for reading

We use quality industry Flat Top 28 for all bifocals.

Sorry, but we are unable to sell lenses independent of their frame.

Unfortunately we are not currently affiliated with any insurance companies. However we can provide you with a detailed copy of your invoice along with our tax ID number so you may request for reimbursement from your insurance company.

We accept flexible spending accounts (FSA) or health savings accounts (HSA) for purchasing prescription eyewear or sunglasses. However, the FSA and HSA cards need to be affiliated with a major credit card.

We accept AMEX, Visa, Discover, MasterCard, Maestro, Amazon, and PayPal payments.

We use Norton's secured e-commerce service platform to guarantee safe payment processing. All transactions are process and protected through Paypal as well.

You can download a detailed sales invoice by accessing the My Orders section of your account page.

Sorry, but we do not allow multiple discounts. That means only one coupon per purchase. Also, coupons cannot be applied to any items that are currently on marked down or on sale. If you have a several items in your cart, promotional codes will only be applied to full-priced items.

At EyeBuyDirect, we guarantee the quality of our eyewear. If you are not happy with your glasses, simply contact us for a refund or a replacement.

EBD has a 14-Day Fit & Style guarantee which allows customers to make an equal exchange or return with no questions asked.

Our 365-Day Product Guarantee means Customers are eligible for a one-time replacement pair within 12 months. A one-time replacement pair will be only issued if there are clear defects in material and workmanship.

Product warranty does not cover damage caused by accidents, negligence, or improper care.

Standard Delivery:
1. Making a return is easy! First, visit the My Orders section of your account profile and select the return-item option. The return-item button will be available for three months after your order is placed. Once your request is made, our customer service team will be in touch with you within 24 to 48 hours.
2. Once customer service notifies you that you're all set to mail your return, make sure to provide us with your Delivery Confirmation Number.
3. You'll receive a refund within 48 hours of providing your Delivery Confirmation Number. Or, if you chose the replacement option, we'll ship your new eyewear!
If you prefer, you can also initiate a return by calling our customer service team at 1-855-EYEBUY1 (1-855-393-2891), contacting us via Live Chat or emailing us at eyecare@eyebuydirect.com.

2-Day Delivery:
1. Obtain a Return Notice Email by contacting our Customer Service.
2. Send your glasses back to us and provide our Customer Service with the delivery confirmation number.
3. Once we receive your delivery confirmation number, you will either receive a refund within 48 hours or be sent a replacement.

If you decide to replace your glasses with a new pair of higher value, you are responsible for covering the difference.
And of course if you decide to replace your glasses with a new pair of lesser value, we will refund you the difference.
Customers are responsible for shipping and handling costs when returning glasses after your 14-day Fit & Style Guarantee has expired.

We’ve partnered with Route, a package protection and tracking solution, to give our customers the best possible delivery experience.

Route+

Route+ is a premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that these issues arise.

The Route App

The Route App allows you to visually track all of your online orders in one place - for FREE. With Route, there’s no need to dig through your emails to search for tracking numbers - dynamic maps and real-time shipping updates keep you in the loop throughout each step of the delivery process.

Haven’t downloaded the app yet? Download Route now! IOS/Android

Route+ offers you peace of mind with package protection for all of your orders at an affordable price ($0.98 for orders $100 and below, and 1% of your purchase for orders greater than $100). With Route+, you don't have to worry about what to do if your order is lost, stolen or broken. Simply file a claim to receive a refund or reorder your item(s).

Download Route’s mobile app for iOS from the App Store to visually track your package(s) and receive real-time notifications on the estimated delivery.

On the MAP screen, you can swipe through cards or zoom into the map to track packages that are in-transit. Tap on a card to open up the ‘Order Details’ page. You can also view a list of all your packages by selecting ‘Orders.’ From there, you can tap on each order to see all of the tracking details and monitor exactly where your order is in transit.

To protect your purchase against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that these issues arise. Simply file a claim to receive a refund or reorder your item(s).

To protect your order against damage that can occur throughout the shipping process, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages. Simply file a claim to receive a refund or reorder your item(s).

If you insured your order with Route+, you will receive a confirmation email from Route with your Route Order ID and a link to file a claim. You can also file a claim here: https://claims.route.com/.

To file a claim by email, please follow the steps below:

1. Open the email received from Route.

2. Type in your Route Order ID and then click FILE A CLAIM.

3. In the claim form, fill out the required information – email address, subject line, and claim type.

4. Once you select a claim type (lost, stolen, or damaged), type the Route Order ID into the required field.

5. Fill out the remaining fields and click SUBMIT.

Lost item

An item is considered lost if it is never reported as delivered. This can also occur if your order has been stuck in any shipping stage other than "delivered". You may file a claim if enough time has been allowed for delivery to take place and it's past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered".

Claims are considered "lost" after 7 days without a tracking status update (20 days for international shipping) and must be filed no later than 30 days from the last update.

Damaged order

If your item arrives damaged, unusable, or otherwise in unacceptable conditions, we invite you to file a claim immediately. Please remember to include pictures of the item(s) and packaging. Claims for damaged item(s) can be filed right away. Damaged claims must be filed within 15 days from the date it was marked delivered.

Stolen package

Route considers packages marked "delivered" and not received as stolen. We ask that you wait 5 days from the day the package was marked delivered; it can occur that packages are scanned as delivered, yet not show up for a few days. Stolen claims must be filed within 15 days from the date it was marked delivered.

Lost

For lost orders, claims may be submitted as soon as the item is suspected to be lost. For items that have scheduled delivery dates, Route has a 3-5 business day grace period to ensure that the ordered items aren't simply delayed in transit. After the order is tagged as lost, the refund/reorder will be submitted within 3-5 business days.

Damaged

Within 24 hours of the claim being submitted, you will receive a response and an investigation will be led by our claims department. Photos of the damaged item are required.

Stolen

Orders that are stolen have a relatively short processing time, provided that a police report is attached to the claim. Once submitted, these claims typically are addressed and closed within 24 hours, then processed within 3-5 business days.

Click here to review claim policies: https://help.route.com/hc/en-us/articles/360041131194-Route-Claim-Policies

The Route Order ID is a unique identifier assigned to every order that is protected by Route. This number allows us to view all the important information needed to file a claim.

Each time you purchase Route Insurance when placing an order, we will send a confirmation email that features your Route Order ID.

Follow these steps to find your Route Order ID:

1. Log in to the email account you used to place the order.

2. Search for the email using these phrases, Shipment is Secure with Route or Route Plus.

3. When you find the email, scroll to the bottom to find your Route Order ID. It should start with RT followed by a series of numbers.

Yes. Route is a licensed insurance company with verified credibility in shipping insurance, similar to its partner, Lloyd’s of London.

According to the Centers for Disease Control and Prevention (CDC), “...because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”

Before opening the package, we recommend wiping it down using antibacterial wipes or cleaners with a minimum of 70% alcohol.

The CDC recommends the following social distancing guidelines:

Stay home from work, school, and all activities when you are sick with COVID-19 symptoms, which may include fever, cough, and difficulty breathing.

Keep away from others who are sick.

Limit close contact with others as much as possible (about 6 feet).

Shopping online and opting for “no-contact delivery” (when available) is another way to maintain social distancing.

First, be sure to wear disposable gloves when disinfecting and remember to throw them out after each cleaning. If you’re using reusable gloves, they should be used only for cleaning and disinfecting surfaces for COVID-19 and not for any other purpose. Clean hands immediately after gloves are removed.

Wash any surface that may be dirty with detergent or a mixture of soap and water before disinfecting. For disinfection, you can use diluted bleach solutions, alcohol solutions with at minimum 70% alcohol, and commonly used EPA-registered household disinfectants.

Visit the CDC’s website for more information on disinfecting surfaces.

As an extra measure of precaution, EyeBuyDirect has taken proactive and voluntary steps to ensure packages are safe for handling:

All employees receive two body temperature checks during the day: one before work and one at work. All body temperature checking results are recorded and filed.

All employees wear disposable face masks at work. Additionally, our Operators in Quality Control and those who are part of the shipping process wear disposable latex gloves to avoid touching finished goods directly.

Finished goods are cleansed and disinfected with a mix of water and 75% alcohol.

Disinfection is conducted again before shipping: disinfectant is sprayed inside and outside of the carton box, and disinfected cartons are labeled.

We make returning and replacing products easy with our 14-Day Fit & Style Guarantee and automatic return-item option.

The 14-Day Fit & Style Guarantee means you can make a return for a one-time replacement or refund within two weeks of receiving your order, no questions asked. Here’s how:

Visit the My Orders section of your account profile and select the return-item option. The return-item button will be available for three months after your order is placed. Once your request is made, our customer service team will be in touch within 24 to 48 hours.

Once customer service notifies you that you're all set to mail your return, make sure to provide us with your Delivery Confirmation Number.

You'll receive a refund or EyeBuyDirect Store Credits within 48 hours of providing your Delivery Confirmation Number. Or, if you chose the replacement option, we'll ship your new eyewear.

If you prefer, you can also initiate a return by contacting us by Live Chat, phone or email by visiting our Contact page.