Frequently Asked Questions
- Orders / General
How do I place an order?
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!
Where can I get my prescription?
From your eye care professional, likely an optician or optometrist. They are required to provide you with your prescription following an eye exam.
How is EyeBuyDirect so inexpensive?
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.
Oh no! I need to change something about my order. What should I do?
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 firstname.lastname@example.org 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.
- How do I place an order?
Is there a way to try out your frames and see which ones fit me best?
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.
Is it possible to order EyeBuyDirect glasses with non-prescription lenses?
Of course! In the first step of Lens Selection select NON-PRESCRIPTION lenses.
Do you offer children's frames?
We sure do. Come check out our Kids' Eyeglasses.
What about prescription sunglasses?
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.
Do you offer glasses that turn into sunglasses outdoors?
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.
Are there any limitations for bifocals or progressive lenses?
For bifocals, frames must be at least 28mm. Progressive lenses require a lens height of 30mm.
How do I measure my frames?
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.
- What kind of frames are sold at EyeBuyDirect?
Can I order lenses that are both color tinted and photochromic?
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.
Can I buy the frames alone?
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.
- Is there a way to try out your frames and see which ones fit me best?
- Delivery and Shipping
Can I track my order?
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.
How long do I have to wait for my glasses after I have ordered them?
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.
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 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.
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.
- Can I track my order?
- Oops! I entered some of my prescription incorrectly. Now what?
How do I disable browser notifications?
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.
How do I read my prescription?
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.
What is "PD" and how do I get mine?
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.
How can I measure my PD?
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.
Can I use contact lens prescription for ordering glasses?
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.
- How do I read my prescription?
Do you offer prism correction?
Absolutely! When entering your prescription, click Add prism.
What are EyeBuyDirect lenses made of?
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.
How are bifocal and progressive distances decided?
Typically, 60% of the lens height is reserved for distance vision and 40% for reading
What materials do you use for your bifocal lenses?
We use quality industry Flat Top 28 for all bifocals.
Can I purchase lenses by themselves?
Sorry, but we are unable to sell lenses independent of their frame.
- Do you offer prism correction?
Do you accept insurance?
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.
What payment methods do you accept?
We accept Visa, Discover, MasterCard, Maestro and PayPal.
How are your payments secured?
We use Norton's secured e-commerce service platform to guarantee safe payment processing. All transactions are process and protected through Paypal as well.
How can I obtain a sales invoice
You can download a detailed sales invoice by accessing the My Orders section of your account page.
Is it possible to have double discounts on my order?
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.
- Do you accept insurance?
What is your return policy?
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.
How do I make an exchange or return?
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 email@example.com.
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.
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 Fit & Style Guarantee has expired.
- What is your return policy?
- Shipping Insurance
What is Route?
We’ve partnered with Route, a package protection and tracking solution, to give our customers the best possible delivery experience.
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.
Why do I need shipping insurance?
Route+ offers you peace of mind with package protection for all of your orders at an affordable price ($1.30 for orders $135 and below, and 1% of your purchase for orders greater than $135). 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).
Where is my order?
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?
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.
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.
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?
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.
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.
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 is Route?
How long does the coronavirus last on surfaces? Can you contract the coronavirus disease from a package in the mail?
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.”
Does EyeBuyDirect have any tips for handling packages?
Before opening the package, we recommend wiping it down using antibacterial wipes or cleaners with a minimum of 70% alcohol.
How should you maintain social distancing to prevent the coronavirus disease?
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.
How do you disinfect surfaces for the coronavirus disease?
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.
What procedures has EyeBuyDirect implemented to protect customers?
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.
What are EyeBuyDirect’s policies for returns and exchanges?
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.
- How long does the coronavirus last on surfaces? Can you contract the coronavirus disease from a package in the mail?
How can we help?
Order Status Track Order
Check order status, view order history or track packages
Return & Exchange Shipping & Returns
We offer 14 days free exchange or refund and 365 day product guarantee
Contact us Give us a call: 1-855-393-2891 Mon-Fri 9am-12am EST
Sat-Sun 9am-6pm ESTLIVE CHATGive us a call. Mon-Fri 9am-12am EST
Sat-Sun 9am-6pm EST