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 email@example.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.
- 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 photochromic lenses and premium Transitions™ Adaptive® 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.
- 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 firstname.lastname@example.org.
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?
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 ESTGive us a call. Mon-Fri 9am-12am EST
Sat-Sun 9am-6pm EST