Returns/Exchanges/Warranties
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What is FrameLot's Return Policy?
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For a clear and thorough explanation of our returns policy, visit our Free Shipping + Returns Policies page.
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| Q: |
Who provides the warranty coverage mentioned in FrameLot item descriptions?
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We carry glasses from many different manufacturers and pass on each manufacturer’s warranty onto our customers. With each manufacturer comes different warranties and warranty procedures. Please call our office for more detailed warranty information.
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| Q: |
Does FrameLot offer a money-back guarantee?
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All of our products are 100% authentic, ordered directly from the manufacturer. Because we incur shipping and restocking fees from the original manufacturers anytime we return items, we are forced to pass some these cost to our customers for certain types of products.
For sunglasses, we offer a 30-day money-back guarantee, provided one meets the conditions for sunglasses refunds.
Correctly filled prescription eyeglasses are non-refundable. However, we do provide a reasonable eyeglasses exchanges process if you are not satisfied with your product.
For contact lenses, we offer a 30-day money-back guarantee with a 20% re-stocking fee, provided one meets the conditions for contact lens returns.
For a full treatment of our policies on exchanges, returns, and refunds, click here.
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| Q: |
Do you take insurance?
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FrameLot does not take insurance on products. In most cases, however, our prices are much cheaper than insurance charges.
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Inventory
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What happens when an item is out-of-stock?
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When an item is out-of-stock, we will notify you via email within 24-48 hours of an expected availability date.
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| Q: |
What is a 'Currently Unavailable' item?
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Currently Unavailable items are items that are not discontinued but do not have an expected availability date.
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Eyewear Prescription Information
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Are eyeglasses prescriptions and contact lens prescriptions different?
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Eyeglass prescriptions and contact lens prescriptions are different. Contact lens prescriptions involve more detailed measurements of the eye and require several appointments to ensure the lenses fit properly.
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| Q: |
Do I need a current eyeglasses prescription?
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At FrameLot, we do accept old prescriptions. However, we strongly recommend that your prescription is current so that you can see the best out of your new eyeglasses.
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| Q: |
What is PD? What is "Near" PD? What is Monocular PD?
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Your PD (pupillary distance) is the distance between your pupils (the center of the black part of your eyes). This measurement allows your eyes to look through the center of the lens. This measurement rarely changes in adults and averages about 60 mm for women and 64 mm for men.
Your eye-doctor may write the PD as 67/64. This means your PD for distance is 67 mm and 64 mm for near. You would only need a near PD when ordering reading glasses. Your "Near" PD is simply the Distance PD minus 3mm.
Sometimes your doctor will write your pupillary distance for each eye. This will commonly look like 33/34. The 33 is for the right eye, the 34 for the left. To calculate the Distance PD, simply add together the two Mono PDs. Your monocular PD will be useful if ordering bifocals or progressive lenses.
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| Q: |
How do I measure my own PD?
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1) Stand in front of a mirror about 14 inches away.
2) Align the “0” mark on your millimeter ruler to the center of the pupill of your RIGHT eye.
3) Without moving the ruler, look over to your LEFT eye and read the ruler where the center of your LEFT pupil is. See the picture below. This will give you the measurement of your distance PD.
4) Don't have a millimeter ruler? Click here for an accurate millimeter ruler and print to use in measuring your PD. Note: when printing the millimeter ruler, you must change your printer settings from 'portrait' to 'LANDSCAPE' for an accurate metric.
Still can’t get it? Call us at 1-866-698-8777 so one our our trained opticians can walk you through it.
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| Q: |
Where can I find my PD?
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If you have an update copy of your eyeglass prescription, your PD will likely be indicated there. If that is not the case, your optometrit's office should have it on file.
If you don’t have it, don't worry. We’ll show you how to measure it. The most common method used to measure the PD involves using a simple millimeter ruler. If you don’t have one, contact us and we will gladly send you one, or you can view and print out your own by clicking here (Note: when printing the millimeter ruler, you must change your printer settings from 'portrait' to 'LANDSCAPE' for an accurate metric.) There are a hand full of ways you can use to measure your PD, but this method is the easiest, since it only requires you, a mirror, and a millimeter ruler.
You can also chat/call us and have one of our opticians walk you through it, or you can also send us an old pair and we can measure it from that one.
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Product Information
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Which lens material should I select?
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Although most prescription eyeglasses we sell are regular CR39 plastic, we highly recommend polycarbonate lenses. They are about 40% thinner then regular plastic and are lighter. Polycarbonate lenses also have a UV coating and scratch resistant coating.
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| Q: |
How do I know what size eyeglasses/sunglasses I wear?
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The easiest way to find the correct size is to use your old eyeglasses as a bench mark. For example, if your old eyeglasses were sized as ‘50-18-140’, select a frame with a similar frame measurement. It does not have to be the exact same measurement. Call our opticians for help if you still have concerns.
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| Q: |
What brands of anti-glare coatings do you sell?
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Our anti-glare coatings are tested and have proven to be high quality. They are our preferred brands after 10 years of business. Our standard anti-glare coating comes with a 1 year warranty against peeling and crazing. Our premium anti-glare coating is the Crizal coating by Essilor laboratories.
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| Q: |
How can I trust that my glasses will come out correctly?
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FrameLot is backed by 10 years of optometric and optical experience. Our specialty is prescription eyewear. We guarantee that your glasses will arrive to you as specified by your prescription.
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| Q: |
Are your eyeglasses and sunglasses authentic?
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Unfortunately, we get this question a lot. There are many Internet companies out there that claim to sell authentic eyewear only to send you knock offs. At FrameLot, we only sell authentic eyewear. In most cases, your eyewear will include a certificate of authenticity from the manufacturer. And if for any reason, you are not satisfied with your eyewear, we will take it back at no additional charge to you.
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Payment
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Can I use my flexible spending account to pay for my eyeglasses?
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Yes, you can use your flexible spending account.
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Shipping
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How long will it take to receive my eyeglasses or sunglasses?
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Most sunglasses and eyeglasses ship out in 2-5 working days. Exceptions are eyeglasses and sunglasses with prescription lenses.
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