FAQ - Frequently Asked Questions
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FREQUENTLY ASKED QUESTIONS

ORDER STATUS

 

HOW DO I TRACK MY ORDER?

You can find and view your order after you LOGIN to your account (click LOGIN on top bar). Then navigate to ORDERS in Customer Info section. You can locate the tracking number and track your shipment using the tracking link. You will also receive a shipment confirmation e-mail that also contains the tracking number.

 

HOW DO I PRINT MY ORDER RECEIPT?

You can find and view your order after you LOGIN to your account (click LOGIN on top bar). Then navigate to ORDERS in Customer Info section, select your order and then click PRINT RECEIPT. You may also print a receipt from the attached PDF in your original order confirmation email.

 

WHEN CAN I EXPECT TO RECEIVE MY ORDER? PRESCRIPTION GLASSES

The production time is highly dependent on your lens options. The standard production time for all orders is 8 days however lens coatings will add additional production time. We cannot begin your order until we have a complete prescription including pupillary distance measurements. You will be contacted within 24 hours of order placement if anything is missing from your order.

  • If your order includes a lens with a coating (anti-reflective, anti-fog, scratch etc.) or tint (or photochromic option) we’ll need an additional 2-3 business days to fabricate your lenses. Total production time will be 10-11 days. We will email a shipping confirmation and tracking number as soon as your order ships.
  • USA: With our FREE USPS First Class shipping (Delivery Confirmation) you can expect to receive your order 1-2 days after shipping if your address is in the Central or Eastern Time zones. Addresses in the Mountain and Pacific time zones will receive 3-5 days after shipping.
  • CANADA: Depending on the customs clearance time, you can expect to receive your order 5-8 days after shipping.
  • INTERNATIONAL: Your order will be shipped by First Class Mail International. Delivery times vary greatly by country but most orders are delivered within 9-14 business days.
 

NON-PRESCRIPTION GLASSES AND SIDE SHIELDS

  • Most dress frames are stocked in our warehouse and shipped within 24 hours.
  • Non-prescription safety frames with no lenses will be shipped in 2-4 days.
  • Non-mesh side shields are typically shipped the same day.
 

WHAT IF I MADE A MISTAKE WHEN PLACING MY ORDER?

Best way to resolve an issue is to send an email to service@eyeweb.com and clearly explain the potential issue. We’ll add your email comments to our orders notes, follow up if needed and address your issue.

 

HOW DO I KNOW IF A FRAME IS IN STOCK?

If a frame is listed in the catalog, we either have the frame in our current frame inventory or at our distributor warehouse.

CUSTOMER SERVICE

 

Do you review my order before fabricating the lens?

Yes. Our optical technicians conduct a detailed review of your prescription, perform digital calculations and verify the selection sizes and lens combinations. We take full responsibility for the accuracy of your order and may reach you by email if we have any concerns.

 

Can I order a frame without a prescription lens?

Yes. On the frame page select "Frame Only." By clicking the ADD LENS, you may also purchase non-prescription lenses or convert any frame into a sunglass.

 

I am ready to order prescription glasses. How do I start?

You will need a copy of your eyeglass prescription. If you don't have a pupillary distance measurement you will need to print our calibration strip.

 

How do I choose the correct size frame for a comfortable fit?

The size options for each frame are shown in the frame detail page. If you have current eyeglasses, a good starting point is to use the measurements printed on the inside of the temple of your current glasses (similar to the format XX-XX-XXX). By providing your measurement photo, we will digitally calculate size parameters and confirm the frame size selections.

 

How do I measure my PD or pupillary distance?

The pupillary distance is the measurement between the centers of the pupils, recorded in millimeters. Click Here to digitally calculate your PD from the comfort of home

 

Can I pay with a check?

Yes. Print your receipt and include with the check payable to Eyeweb. Mail to Eyeweb, 8300 Falls of Neuse Road, Suite 110, Raleigh NC 27615 Your order will be released 3 days after your check is received.

 

There are lots of confusing numbers on my prescription. Could you enter for me?

Yes, you can scan it and Email it to us at service@eyeweb.com, fax it to 1-800-659-8309 or take a photo with your phone and text to 984-444-9224.

 

Are side shields included?

Yes. We automatically include side shields on every order. Your company may have a business rule that requires side shields to be permanently attached. (See Explain my Benefits link on your company site).

Prescription Questions

 

How do I get an eyeglass prescription?

Eyeglass prescriptions are typically provided by an Optometrist or Ophthalmologist and are included in an annual eye examination. Your eye doctor is required by law to provide a copy to you. The prescription is usually valid for 1 or 2 years.


If you need help getting a copy of your prescription, select the CALL MY DOCTOR option in the ADD PRESCRIPTION page and we will contact your eye care provider for you.

 

There are lots of confusing numbers on my prescription. Could you enter for me?

Yes, you can scan it and Email it to us at service@eyeweb.com, fax it to 1-800-659-8309 or take a photo with your phone and text to 984-444-9224.

 

How do I send my prescription to Eyeweb?

Yes, you can scan it and Email it to us at service@eyeweb.com, fax it to 1-800-659-8309 or take a photo with your phone and text to 984-444-9224.

Order Status and Shipping Questions

 

Do you ship outside of North America?

Yes, we ship anywhere on planet earth (except Iran and North Korea). All shipments originate with the United States Postal Service with the First Class International service including a tracking number.

 

How long will it take for my glasses to arrive?

The production time is highly dependent on your lens options. The standard production time for all orders is 8 days however lens coatings may add additional (1-3 days) production time. We cannot begin your order until we have a complete prescription including pupillary distance measurements. You will be contacted within 24 hours of order placement if anything is missing from your order.

    • If your lenses include a lens with a coating (anti-reflective, anti-fog, scratch etc.) or tint (or photochromic option) we’ll need an additional 1-3 business days to fabricate your lenses. Total production time will be 10-11 days. We will email a shipping confirmation and tracking number as soon as your order ships.
    • USA. With our FREE USPS First Class shipping (Delivery Confirmation) you can expect to receive your order 1-2 days after shipping if your address is in the Central or Eastern Time zones. Addresses in the Mountain and Pacific time zones will receive 3-5 days after shipping.
    • CANADA. Depending on the customs clearance time, you can expect to receive your order 5-8 days after shipping
    • INTERNATIONAL: Your order will be shipped by First Class Mail International. Delivery times vary greatly by country but most orders are delivered in 9-14 business days.

Providing your prescription during checkout (or very soon after) will help us to expedite your order.

 

Do you notify me when my order ships?

Yes, we will send you a shipping confirmation email along with a tracking number. You can track the progress of your shipment at www.USPS.com.

 

How is my order shipped?

All orders are shipped by USPS First Class Mail with Delivery Confirmation and tracking.

 

Oops! I entered something wrong on my order. Can I make changes?

Best way to resolve an issue is to send an email to service@eyeweb.com and clearly explain the potential issue. We’ll add your email comments to our orders notes, follow up if needed and address your issue.

 

When does the 41-day return period begin?

The 41-day period starts the day AFTER you receive your glasses.

 

What is your Warranty

All frames have a 1-year warranty against manufacturing defects.

 

What do I do if my frames need adjustment after I get them?

First, see our HOW TO ADJUST YOUR FRAMES section. If your adjustment is more complex, you may visit any local optician for free (or minimal cost) adjustment.

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