FAQ
Ordering
How do I order glasses?
Go to our How To Order page for detailed instructions.
How do I get my prescription?
- Your eye doctor or optician keeps your prescription on file and must provide you with your prescription information. This is required by law. You do not have to feel obligated to purchase your eyewear from them. You can purchase your eyewear anywhere you choose.
- Option one:
Fill out our online prescription form provided during checkout and we will call to verify your prescription. - Option two: Fax or email a scanned copy
Email us at prescription@eyeglassoutfitters.com
Fax us at 614-888-2525
- Option one:
How do I read my prescription?
Go to our How To Read your prescription page for detailed instructions.
How do I get my pd?
When picking up your prescription, ask your doctor for your PD. If he does not include this, please follow this simple tutorial on how to get your own PD
How do I check on the status of my order?
You will receive an email every time the status of your order changes. You can also check the status by logging into your account and viewing your most recent order.
How long does it take to get my eyeglasses?
We pride ourselves on taking the time to get the job done right the first time. Our turn-around time on non-coated lenses is about 7-10 days. Lenses with Anti-Glare or Transition lenses typically add a day or two to the production process, as well as rim-less frames. Shipping is typically 2-3 days to your door. We will notify you by email when your order has shipped.
Lenses
What material of lenses do you offer?
We offer all materials: glass, plastic, polycarbonate, high index 1.60, high index 1.67 and high index 1.74. If you need glass, high index 1.60, or 1.74, please email us and we’ll get back to you with pricing for your order.
Do you offer Progressive Lenses?
Yes, we use Younger Image and Essilor Natural progressive lenses. In the case that you need a specific lens, please notify us. Our labs have access to hundreds of different lens options.
I just want lenses in my frame, can I do this?
Yes, just email us at Questions@eyeglassoutfitters.com and we’ll arrange to have you ship the frame to us with a reference number and we can complete your order from there.
I want specific tint that’s not offered in the ordering process, can you make it for me?
No problem, just email us at Questions@eyeglassoutfitters.com with your order number and desired tint color and density. We use the colors from a simple color wheel and density scale of 0% being clear with no tint and 90% being very dark.
Do you offer Anti-Glare coatings?
Yes, we offer a basic coating and also name brand Crizal Anti-Reflective Coatings.
Do you offer Transition Lenses?
Yes, Transition brand lenses are offered in most all materials and lenses. In the case you select a lens that the transitions are not available in; we will notify you by email. We do NOT use knock off photocromic lenses. You will be guaranteed authentic Transition lenses.
Glasses
Are your frames authentic?
Yes, all of our frames are guaranteed authentic designer frames. You will receive any packaging/warranty cards that the manufacturer provides us with each frame. Please note that this is different for each manufacturer.
Do the frames have a warranty?
Designer frames have a one year warranty for manufacturer defects. Please refer to our warranty page for more information.
What is The Bargain Bin?
The bargain bin is an assortment of non-brand name frames that come to us as opportunity buys. We buy them in bulk and offer them at a deeply discounted price. Because we cannot order more of these frames, they cannot be warranted. When they’re gone, they’re gone!
Do the frames come with a case?
Most designer frames come with branded designer cases. Some lines, however, do not. In the case that they don’t come with a branded case, we will provide a case.
What if I need my glasses adjusted after I get them?
You can stop in at your local opticians office and they should be able to adjust them for you as a courtesy
Shipping
How much is shipping?
With Eyeglass Outfitters, shipping is always free. We ship USPS direct to your door. We currently are not offering service out of the United States. If you need expedited shipping or reside outside of the United States, please email us at Questions@eyeglassoutfitters.com and we will try to accommodate your request.
How long does it take to get my glasses?
We pride ourselves on taking the time to get the job done right the first time. Our turn-around time on non-coated lenses is about 7-10 days. Lenses with Anti-Glare or Transition lenses typically add a day or two to the production process, as well as rim-less frames. Shipping is typically 2-3 days to your door. We will notify you by email when your order has shipped.
What do I do if a receive damaged or wrong glasses?
If there is extensive damage to the package when it arrives, refuse the order. If upon opening your package you discover that you received damaged or incorrect product, contact Customer Service IMMEDIATELY by email at Questions@eyeglassoutfitters.com. Please include your Order ID number from the enclosed invoice.
Shipping expenses to return the product to us will be issued in the form of a refund to the credit card originally charged, or by refund check if credit card is no longer active. Shipping refund will be reimbursed up to the original amount originally paid on the order. All defective or incorrect orders returned to us will be inspected before any refunds for shipping are approved.
IMPORTANT: If you have not Emailed Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer’s defect warranty.
Shipping expenses to return the product to us will be issued in the form of a refund to the credit card originally charged, or by refund check if credit card is no longer active. Shipping refund will be reimbursed up to the original amount originally paid on the order. All defective or incorrect orders returned to us will be inspected before any refunds for shipping are approved.
IMPORTANT: If you have not Emailed Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer’s defect warranty.
What if I need my glasses adjusted after I get them?
We suggest you visit your local optician or optometrist. They may charge you a small fee to provide an adjustment.
Guarantee
What is the prescription guarantee?
We guarantee 100% accuracy on all prescriptions or they will be remade at no charge. All prescription eyeglasses, prior to leaving EyeglassOutfitters.com, pass a stringent quality control hand inspection. The lenses are checked four times for accuracy at our laboratory and once again by our licensed opticians before shipping. We pride ourselves in our workmanship - accurately filling your prescription is our number one priority. In the unlikely event that an error makes it through our system, we will promptly and courteously remake the lenses to our 100% accuracy standard.
What is the frame guarantee?
We guarantee that your frame will be 100% authentic designer brand frame, free of any defect.
Returns
Can I cancel my order?
We work hard to ensure you get the fairest price on all your eyewear products. Our buyers use a variety of vendors to save you as much as we can on eyewear purchases - often as much as 50% off regular retail.
Most orders received are processed with our vendors within minutes of their arrival. Once an order has been placed electronically online or with our customer service operators, we will allow you up to 24 hours to cancel the order. **This 24 hour cancellation policy does not apply to any orders which contain prescription lenses and are ordered directly from the manufacturer. Orders such as these will incur a 50% cancellation fee.**
Most orders received are processed with our vendors within minutes of their arrival. Once an order has been placed electronically online or with our customer service operators, we will allow you up to 24 hours to cancel the order. **This 24 hour cancellation policy does not apply to any orders which contain prescription lenses and are ordered directly from the manufacturer. Orders such as these will incur a 50% cancellation fee.**
What is your exchange policy?
We offer a one-time exchange only policy on the return of any eyeglass frames or sunglasses within 30 days of the shipping date at no charge. Non defective products that are returned and not exchanged will be charged a 20% restocking fee. Others charge a flat fee plus shipping. We simply charge a percentage to cover shipping and handling to and from the Manufacture.
Prescription lenses are custom made and therefore are not refundable unless due to our error in making your prescription. However, if new prescription lenses need to be made on a frame exchange, we will credit 50% of the original lens price towards the cost of new lenses. Additional shipping charges will apply.
Prescription lenses are custom made and therefore are not refundable unless due to our error in making your prescription. However, if new prescription lenses need to be made on a frame exchange, we will credit 50% of the original lens price towards the cost of new lenses. Additional shipping charges will apply.
Can I return my eyeglasses?
- We guarantee 100% accuracy on all prescriptions or they will be remade at no charge.
- Frames can be returned within 30 days of shipping date in their original condition with all tags, frames, cloths, warranty cards etc. and will be charged a 20% restocking fee to cover shipping and handling to and from the Manufacture. In the event the frames are not returned in their original condition, they will be returned to you with no refund.
- Prescription lenses are custom made for your eyes only and cannot be returned. In the event you’d like a frame exchange within 30 days, we will credit 50% of the original lens prices towards the cost of new lenses.
How do I get a Return Merchandise Authorization (RMA)?
Before returning a product for exchange or refund, please email us at returns@eyeglassoutfitters.com with the reason for return or exchange and to obtain an RMA number. You will receive instructions on where to ship your glasses. Please note: The RMA number must be written on the outside of the package or return label. Any returned items without an official RMA number will be refused. Shipping charges for defective products will be refunded to you. Returns must be sent prepaid and insured for the full amount.
Payment
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, American Express and Paypal.
Is your website safe?
This is a secure site using Authorize.net payment processor
Contact Us
How do I contact your office directly?
In order to cut the cost of your eyeglasses, we currently do not have an expensive call center. If you need anything, just drop us an Email Here and we’ll get back to you as soon as possible. We’re available Monday – Friday 9am – 5pm Eastern time to answer your questions.
