How do I place an order?

Browse the site and pick out a frame. Or better yet, several frames! After you choose 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!

Where can I get my prescription?

You will get your prescription from your eye care professional, likely an optician or optometrist, following an eye exam.

How is EyeBuyDirect so inexpensive?

In short, we cut out the middlemen and retail costs — that means lower prices and more convenience for you! We complete all manufacturing under one roof and never cut corners on quality.

Can I reorder a pair I bought previously?

Yes! Log into your account and look up the previous order in the purchase history. If the frame is currently available, you will see the word Reorder in the order details. Click on Reorder, and the exact same pair of glasses will be in your Shopping Cart.

Can I add glasses to my existing order?

Yes, of course! Just call us at 1-855-393-2891(US) or 1800-734-918 (AU) so we can help you with your request. You may also chat 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.

Oh no! I need to change something about my order. What should I do?

Not worries! 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(US) or 1800-734-918 (AU), chat or send an email to eyecare@eyebuydirect.com and let us know how we can help with your order. P.S. Make sure to have the order number ready before contacting us. Head over to our Contact Us page for more info.

Can I track my order?

You sure 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.

How long do I have to wait for my glasses after I have ordered them?

The anticiaption is half the fun! Your order will be delivered within 7 - 14 business days.

What shipping methods do you offer?

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 Canada Post and Purolator. UK customers: We ship through UPS. Australian customers: We ship through the Australia Post. For all other countries: We ship through UPS.

Will I have to pay any taxes or customs duties?

It depends on the destination. All orders outside of the US, Canada, and Australia are shipped as duties, customs, and taxes unpaid. In the event that your order is charged taxes or customs duties, you will be responsible for all expenses incurred, which will be non-refundable.

What is your return policy?

We guarantee the quality of our eyewear. If you are not happy with your glasses, simply contact us for a refund or a replacement! We have 14-Day Free Returns, which allows you to make an equal exchange or return within 2 weeks — no questions asked. Our 365-Day Guarantee means you are eligible for a one-time replacement pair within 12 months. P.S. A one-time replacement pair will be only issued if there are clear defects in material and workmanship, and does not cover damage caused by accidents, negligence, or improper care.

How do I make an exchange or return?

Standard Delivery: 1. Making a return is easy! First, visit the "Purchase History" section of your account profile, and select your recent purchase. 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.

How do I schedule a USPS Pickup?

It’s easy to schedule a USPS Pickup — just click here and enter your details.

Anything else I need to know about making an exchange?

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 Free Return period has expired.

Is the $19 service fee for 2-Day Delivery refundable?

No, the service fee is not refundable.

Why is 2-Day Delivery not available for certain lens types?

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

What is the $19 2-Day Delivery service fee used for?

The additional $19 service fee is for expedited processing and producing.

When do you start counting the two business days for 2-Day Delivery?

We’ll deliver your order two business days following the day 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.

How can my purchase be delivered in only 2 business days?

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

Can I change my 2-Day Delivery order?

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.

Can I combine my regular order with my 2-Day Delivery order?

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

Can I return my 2-Day Delivery items?

Of course! We want you to be 100% happy with your eyewear, so our 14-Day Free Returns still applies. The $19 service fee, however, is nonrefundable.

Can I upgrade my standard-delivery order to 2-Day Delivery?

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.

Can I change my 2-Day Delivery order back to standard delivery after ordering?

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.

How many addresses can I ship to with 2-Day Delivery?

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

Is the $19 2-Day Delivery service fee taxable?

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

How can I request store credit for a 2-Day Delivery order?

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.

What is Responsible Shipping?

Responsible Shipping is fulfilled by logistics providers using sustainable solutions to reduce climate impact. It may take up to 7-14 business days for your order to be processed and delivered.

Is the $5.95 shipping fee for Responsible Shipping refundable?

We offer 14-day Free Returns. Beyond 14-day returns, the shipping fee is non-refundable.

Can I change my Responsible Shipping order?

Yes, we can modify or cancel your order before we have it shipped out. Once received, you can always exchange or return your order.

Can I combine my 2-Day Delivery order with my Responsible Shipping order?

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

Can I return my Responsible Shipping items?

Of course! We want you to be 100% happy with your eyewear, so our 14-Day Free Returns policy still applies. Beyond 14-day returns, the shipping fee is non-refundable.

Can I upgrade my Responsible Shipping order to 2-Day Delivery?

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

Is the $5.95 Responsible Shipping fee taxable?

Yes! The Responsible Shipping fee is taxable.

How can I choose Responsible Shipping?

Add your items to your cart and “Proceed to checkout.” Select “Responsible Shipping” at checkout. Note: Responsible Shipping is only applicable for US mainland addresses.

Glad you asked! We’ve partnered with Route, a package protection and tracking solution, to give you 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

Why do I need shipping insurance?

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.

What if my order never arrives or is stolen?

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).

What if my order is damaged?

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).

How do I file a claim for my lost, stolen or damaged order?

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.

When to file a claim?

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.

How long does it take to process a claim?

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.

What are Route+ claim policies?

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

Where is my Route Order ID?

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.

Is Route a licensed insurance company?

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

What payment methods do you accept?

We accept credit/debit card, Amazon, PayPal, EBD Gift Card, and EBD Credits.

How are your payments secured?

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

Help & FAQ

FOR ALL YOUR EYEWEAR QUESTIONS

Frequently Asked Questions

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Shipping Insurance

Payment

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