Frequently Asked Questions (FAQ'S)

1.  Is MyGlasses.com website safe to order from?

2.  How do I place an order?

3.  How do I measure my PD - pupillary distance?

4.  What if I am not satisfied with my order.

5.  How do I choose the right frame for me?

6.  How do I enter my prescription?

7.  What if I have two measurements for my PD?

8.  What forms of payment do you accept?

9.  What if there is a back order on my lenses and or frame?

10. What are cookies?  Do I need to enable cookies on my browser to shop at MyGlasses.com™?

11.  How do I track my order?

12.  Can I use my own frame?

13.  How do I care for my eyeglasses?

14 . How do I get my prescription from my doctor?

15. How do I compare frames that I like? 

16. What will my glasses come with?

17. Can I use my flex spending credit card to pay for my glasses?

18. How do I use my vision points?

19. Can I cancel my order?

20. Can I get my shipping cost refunded?

21. Do I need to return the item in its original packaging?

22. If I do not receive an order conformation email within 10-15 minutes.

23. Do you accept international credit cards and what countries do you ship.

24. Why do I need to notify American Express, Visa, Master Card, Discover etc. if I my order shipped to a different address?

 1.  Is MyGlasses.com website safe to order from?

Yes!  Shopping at MyGlasses.com™ is safe.  Your account and personal information are our highest priority.  Our  web site is protected by SSL encryption technology.

 MyGlasses.com™ web site uses High-Grade Encryption (AES 256 256 bit) to ensure that all information you give to the web site is absolutely secure!  An SSL certificate is provided by both GoDaddy.com and Authorize.net.  An SSL certificate is a digital certificate that authenticates the identity of a web site to visiting browsers and encrypts information for the server via Secure Sockets Layer (SSL) technology.  A certificate serves as an electronic "passport" that establishes an on-line entity's credentials when doing business on the web.  When an internet user attempts to send confidential information to a web server, the user's browser will access the server's digital certificate and establish a secure connection.  GoDaddy.com SSL certificates support both industry standard 128 bit (used by all banking infrastructures) and high-grade 256 bit SSL encryption to secure online transactions.  The actual encryption strength on a secure connection using a digital certificate is determined by the level of encryption supported by the user's browser and the server that the web site resides on. 

 2. How do I place an order?

Select a frame that you would like to purchase by first browsing through all available or shop by category (ex. material of the frame, brand name, gender, or price).  Then select if you wish to buy the frame only or buy the frame with prescription lenses.  Proceed in placing your order by following the red prompts which will direct you in completing your order.  

If you are not ready to place an order yet, just add your frame selections to your wish list.

 3.  How do I measure my PD - pupillary distance? 

We recommend seeing an eye care professional to accurately determine this measurement.  You could have a friend help you to take this measurement, but if you have a strong prescription your  number should be exact.  If you do have a friend assist you with this you will need a millimeter ruler.  Have your friend rest the ruler on your nose and measure the center of your right pupil to the center of your left pupil.  This measurement is your pupillary distance(PD).

 4.  What if I am not satisfied with my order.

If within 15 days, you are not completely satisfied with your order, we will replace the eligible item or provide a refund for the merchandise amount (shipping and handling not included) and 20% restocking fee will be deducted from all eligible returned for credit items (RX lenses are not refundable) . If you received the item with free shipping and handling, a $5.95 deduction will be made from the total sum of the returned item. Simply email our Customer Satisfaction Department at  CustomerSatisfaction@myglasses.com within 15 days from the date your order was shipped to you, to receive return instructions and a return authorization number. Unauthorized or late returns will not be accepted.

 5.  How do I choose the right frame for me?

You may use our unique "Select n Try" system to help you with your selection.  This system will allow you to upload your own photo so you can virtually try on the frame of your choice.  You may also try on the frame you like using a person from our own photos with a similar face shape as yours. 

At the lower toolbar you can select "shapes and faces" to learn which frame shapes and styles look best with your own face shape. 

 6.  How do I enter my prescription?

After you select the frame you want, the prompt will ask you to enter your prescription from the drop down tool bars.  Enter your prescription exactly as it is written.  The first row of your prescription is your prescription for your right eye (OD) and the second row is the prescription for your second row.If there is no cylinder or astigmatic component then leave this section alone.  If you have a reading or near component to your prescription your doctor probably entered an ADD to your prescription.  You may select the "ADD" that was written for you from the drop down tool bar.  Generally most "ADD's" are the same for each eye.

If you would like to order NON Prescription lenses simply choose PLANO or 0.00 in the SPH drop bar and leave PD untouched.

If you have further questions, please view "questions about my prescription" located on the prescription entry page or feel free to upload your prescription, fax it or contact us.

When filling your prescription, please make sure your doctor puts in your PD ( TO AVOID ANY COMPLICATIONS LATER).

 7.  What if I have two measurements for my PD?

If the two numbers for your PD are close together (ex.  30/31.5) .You have two measurements because you optical provider measured your monocular pupillary distance then simply click on MONO PD and enter number given to you by your optical provider. If the two numbers for your PD are larger and further apart (ex. 61/57), the first measurement is your distance PD and the second measurement is your near or reading PD.  The larger first measurement is your choice if you are getting distance glasses, progressive, or a bifocal.  Use the second measurement if you want reading / near glasses only.

 8.  What forms of payment do you accept?

MyGlasses.com™ accepts Visa, Master Card, Discover, American Express, flex-spending credit cards, PayPal, Google Checkout, Amazon Checkout and Cash/Checks/Money Orders.

 9.  What if there is a back order on my lenses and or frame?

You will receive email notification in the event of a back order.  You will have the option to keep the existing order or make changes that will expedite your order.

 10.  What are cookies?  Do I need to enable cookies on my browser to shop at MyGlasses.com™?

Cookies are small text only files that allow web sites to be customized based on user preferences.  Our web site uses cookies to allow your web browser to "hold" the items in your shopping cart.  All shopping websites require the use of cookies.  If you do not have cookies enabled in your web browser you cannot use the shopping cart and place orders.  Only the product name and quantity of the items you put in your shopping cart are stored in our cookies.

 11.  How do I track my order?

You can track your order status by clicking "My Account" at the upper right hand corner of our web site. 

 12.  Can I use my own frame?

At MyGlasses.com™ we no longer offer replacing lenses into your own frame.  This way we can fully guarantee our product in the event of loss or damage during shipping.  Also, frames of any age can occasionally break during the lens making process.  If one of our frames breaks during the lens making process we have the ability to replace the frame, but if the frame is your own we do not.  In order to avoid any complications, we now adhere to the no patient own frame policy. 

We appreciate your understanding in this matter.

 13.  How do I care for my eyeglasses?

As a general rule, your lenses should be wet before cleaning. Although your lenses are scratch resistant, they are not scratch proof. If the lenses are cleaned when dry, a particle of dust or grit may be dragged across the lenses, thus scratching them.

 Use mild soap or dish washing liquid with warm water  to clean the lenses , then rinse with warm water. Avoid abrasive cleaners and ammonia products.

Blot the lenses dry;  avoid  rubbing the lenses. Lenses may also be cleaned using a microfiber cloth, but it is always best to clean them wet first.

To avoid bending or misaligning the frame,  two hands should be used for placement and removal of eyewear.

Always store eyewear in a suitable case; never place eyewear on a chair or seat where they may be damaged.

 14 . How do I get my prescription from my doctor?

Simply print out this form by clicking here and bring it to your doctor.

 15. How do I compare frames that I like?

If you see a frame from our on-line catalog that you like, click the blue "add to compare" button.  You may select up to 4 frames for comparison.  When you are ready to compare your selections click the blue "compare" button on the right hand column of our on-line store.

 16. What will my glasses come with?

Your glasses will come with the original case and cleaning cloth provided by the manufacturer of your frame choice.  Some manufacturers do not provide these items, in that event, MyGlasses.com™ will provide a hard case and microfiber cleaning cloth.

 17. Can I use my flex spending credit card to pay for my glasses?

Yes, you may use your flex spending card to pay for your glasses.  Your card will be processed just as a regular credit card would be.  Your order will include an itemized receipt to document your spending. 

 18. How do I use my vision points?

 You may apply your vision points at the very end of your check out.  After you enter your billing and credit card info, the last prompt prior to charging your card will be to apply your vision points to your order.  Vision points can only be applied to your order, not toward any shipping charges.

 19. Can I cancel my order?

MyGlasses.com™ ensures you get low prices on all your eyewear products. We use a variety of vendors to save you as much as we can on eyewear purchases - often as much as 70% off regular retail.

Most orders received are automatically processed with our suppliers within minutes of their arrival.  Once an order has been placed electronically on-line or a live representative, we will allow you up to 24 hours to cancel the order.  This 24 hour cancellation policy does not apply to any prescription lenses and are custom ordered from that lens manufacturer. Orders such as these will incur a 50% cancellation fee. All other orders canceled after 24 hours will incur a 20% restock fee.

 20. Can I get my shipping cost refunded?

If there is an error on our part related to your order, we will issue a credit for your order and any applicable shipping and gift-wrapping charge.  

 21.  Do I need to return the item in its original packaging?
An item must be returned in the original manufacturer's packaging, so we recommend you keep your packaging for at least the first 30 days after purchase.

22. If I do not receive an order conformation email within 10-15 minutes, it could be following:

a. Some email provider like AOL, Earthlink, Yahoo etc. might send your order conformation email to your Junk/Bulk items folder or simply block it by a filter.

b. If you are using a company email address or educational institution email address email could be blocked by your System Administrator.

c.You misspelled your email address during registration process.

d. Your mail box is full.

If you still did nor receive your email you can log onto you MyGlasses.com account and check your order status there or call our support.

23. Do you accept international credit cards and what countries do you ship.
MyGlasses.com is an international company and we do accept most types of credit cards but please make sure that information entered by you will match information with your bank to avoid shipping delays. We ship to most of the countries in the world.

24. Why do I need to notify American Express, Visa, Master Card, Discover etc. if I my order shipped to a different address?

 This is a new policy from American Express and others that must be adhered to both by MyGlasses.com all credit card customers. It is done to protect you from fraudulent use of your credit card account. It is in your best interest to call your Credit Card provider and notify them of your other delivery address(es) so that your order can be authorized and shipped to you as quickly as possible.

If you do not call your Credit Card Provider to notify them that you are using a different shipping address(es) for an order, your order may be delayed. Our Credit Department will place the order on hold and call the billing contact person for the CREDIT card. If the billing contact person cannot be reached to verify the order, your order may be delayed or canceled.