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FREQUENTLY ASKED QUESTIONS
 
CAN I USE MY EYEGLASS PRESCRIPTION TO ORDER MY CONTACTS? expand

  • No. Eyeglass prescriptions differ from contact lens prescriptions. See your doctor to get a valid and accurate contact lens prescription.

 

 
WHAT IS THE DIFFERENCE BETWEEN A ROUTINE EYE EXAM AND A CONTACT LENS EXAM? expand

  • Routine eye exams are an important preventive measure for maintaining your overall health and wellness. During an eye exam, an eye doctor can look for vision problems and signs of serious medical conditions such as glaucoma, cataracts, diabetes, and even cancer.

  • Because contact lenses rest directly on your eyes, a contact lens prescription can differ greatly from an eyeglass prescription. Your eye doctor will perform special tests during a contact lens exam to evaluate your vision with contacts. The surface of your eye will be measured to determine what size and type of contacts are best for you. A tear film evaluation may also be performed to make sure you have enough tears to comfortably wear contacts.

 

 
CAN I GET COLORED CONTACTS? expand

  • Yes! But only if your doctor has prescribed them to you.

 

 
DO YOU OFFER TRIAL LENSES? expand

  • Not at this time, but you can visit your doctor to learn about your options.

 
 
HOW DO I CREATE AN ACCOUNT? expand

  • In order to create your Eyeconic account, you’ll need to take the following steps: Enter in your personal information as indicated, create your user name/login (e-mail address) and password then you’re all ready to go! Create an account now

 
 
HOW DO I SIGN IN? expand

  • It's simple! Go to the Sign In page and type in your user name/login (e-mail address) and password.

 
 
DO I HAVE TO SIGN IN? expand

  • Nope. Feel free to shop as a guest.

 
 
WHAT MEASUREMENTS DOES EYECONIC NEED? expand

  • To position your prescription lenses correctly in your frames, we’ll need your PD, or pupillary distance. This is the distance, in millimeters, between the centers of your pupils. Most prescriptions don’t include it. Some online eyewear stores suggest you take your own measurement, but when you shop on Eyeconic, you can put the ruler away! We’ll use a standard PD or collect your PD from your prescribing eye doctor. Just let us know if your glasses are for reading or for distance to ensure a more accurate measurement. It’s just another way Eyeconic brings expert personal service to online shopping.

 
 
AM I ABLE TO BUY PROGRESSIVES? expand

  • You sure can! Whether you call them progressives or no-line bifocals, don’t worry, we’ve got you covered.

 
 
WHAT ABOUT MEASUREMENTS ON PROGRESSIVE LENSES? expand

  • Progressives require a measurement called segment height, or seg height. It’s unique to each individual frame – and not a general measurement that a patient gets at the doctor’s office. We use a fancy algorithm to calculate seg height, based on the frames you select. You don’t have to provide any additional information; we’ll take care of everything.

 
 
CAN YOU RECOMMEND A DOCTOR IF I DON’T HAVE A CURRENT PRESCRIPTION? expand

  • Definitely. We partner with a network of 34,000 doctors. Use our Find A Doctor tool to find a doctor near you.

 
 
HOW DO I KNOW IF I HAVE A CURRENT PRESCRIPTION? expand

  • The best way is to check with your doctor's office before placing your order. Check out our example of a valid prescription. Your current prescription should include:

    • Patient Name
    • Valid Expiration Date
    • Prescribing Doctor
    • Prescription Information
  • If we receive an image of the prescription, we’re able to verify it based on the submission of a valid prescription form.


  • Note: An eye exam is recommended every year. As a rule, you shouldn’t go longer than two years between eye exams. You may need to have your eyes examined more often if you have a family history of eye diseases, diabetes, if you have generally poor health, or you’re taking medications that may have potential side effects on the eyes.

 
 
WHEN DO I ENTER MY PRESCRIPTION? expand

  • During the checkout process, you will be asked to upload an image of your current prescription. Check out our example of a prescription to upload. Don’t have a copy of your prescription? No worries, we’ll contact your prescribing doctor to gather all the info for you!

 
 
HOW DO I UPLOAD MY CURRENT PRESCRIPTION? expand

  • First things first, you’ll need to snap a photo of or scan your current prescription and save it to your computer or mobile device. Check out our example of a prescription. Image of your current prescription must include:

    • Patient Name
    • Valid Expiration Date
    • Prescribing Doctor
    • Prescription Information
  • At checkout, scroll down to the PRESCRIPTION section and use the UPLOAD AN IMAGE option. Then follow these steps:

    1. Enter patient’s first and last name.
    2. Click, CHOOSE A PHOTO and select the image of your current prescription that you had previously saved. We accept image files in JPG, PNG and PDF format.
    3. Select “I authorize…”
    4. Select NEXT STEP
 
 
HOW DO I TRACK MY ORDER? expand

  • You can view your order in My Account section. For all orders, you can track your shipment on the site or via your shipment confirmation e-mail. If you didn’t create an account, check your order status here.

 

 
CAN I PRINT A RECEIPT OF MY ORDER? expand

  • Yes! In My Account, and you'll be able to print a receipt of your order from Order History. If you purchased as a guest, you can locate and print your order through Order Status.

 

 
HOW SOON WILL I RECEIVE MY ORDER? expand

  • NON-PRESCRIPTION SUNGLASSES:

  • The following shipping estimates include 1-2 business days to prepare your item for shipping.

    • With FREE Ground Shipping, it will take 4-7 business days until your new shades are in your hands… or on your face
    • With 2nd Day Shipping, it will take 3-4 business days
    • With Next Day Shipping, it will take 2-3 business days.
  • CONTACT LENSES:

  • The following shipping estimates include 1-2 business days to verify your current prescription (if you’ve uploaded one during checkout) and prepare your item for shipping.

    • With FREE Ground Shipping, it will take 4-7 days until you can pop in your new contacts.
    • With 2nd Day Shipping, it will take 3-4 business days.
    • With Next Day Shipping, it will take 2-3 business days.
  • PRESCRIPTION GLASSES or NON-PRESCRIPTION EYEGLASSES:

  • Every prescription is unique. That’s why prescription lenses typically take longer to receive, because they’re custom made pieces, specifically fabricated for your eyes only.

  • *If your order includes a progressive prescription or is being made with TechShield® or SunSync, we’ll need an additional 2-3 business days to apply these enhancements with the care and attention needed to ensure the final product is perfect.

  • The following shipping estimates include 5-7 business days to validate your current prescription, manufacture your lenses (single vision prescriptions without lens enhancements), and prepare your item for shipping.

    • With FREE Ground Shipping, it will take 9-14* business days until your new specs are in your hands… or on your face.
    • With 2nd Day Shipping, it will take 8-11* business days.
    • With Next Day Shipping, it will take 7-10* business days.
  • *All eyeglasses and prescription eyewear are custom-made, which can take up to 7 business days. If your order includes TechShieldTM Blue or SunSync®, we’ll need an additional 2-3 business days to apply these enhancements.

 

 
WHAT SHOULD I DO IF I MADE A MISTAKE WHEN PLACING MY ORDER? expand

  • Hey, everyone makes mistakes. We understand. Just call our customer service team right away at 855-EYECONIC (855-393-2664). You can also email us by clicking the button below in the CONTACT US section. We’ll help you get everything straightened out!

 

 
HOW DO I KNOW IF THE CONTACTS I WANT ARE ON BACKORDER? expand

  • We'll contact you if the lenses you ordered are on back-order and let you know when you can expect to receive them.

 

 
DO YOU OFFER INTERNATIONAL SHIPPING? expand

  • Not yet, but we’re working on it! Right now, we ship to anywhere within the United States.

 

 
WHERE SHOULD I HAVE MY ORDER SHIPPED? expand

  • It’s up to you! We can send your order to your doctor’s office, your residence or office – just not to a P.O. Box. or APO/FPO addresses.

 

 
CAN I MAKE A CHANGE TO MY ORDER? expand

  • After your order has shipped, you can no longer make changes to your product or delivery address.

 
 
WHAT FORMS OF PAYMENT ARE ACCEPTED? expand

  • There are plenty of ways to pay. We accept Visa®, MasterCard®, American Express®, Discover®, PayPal, or an Eyeconic e-gift card. You can also use your Health Savings Account and your Flexible Spending Account toward purchases.

 

 
CAN I SPLIT PAYMENT BETWEEN TWO CREDIT CARDS? expand

  • Sorry. Right now, we aren’t able to split payment between two credit cards.

 

 
WHAT ABOUT E-GIFT CARDS? expand

  • You can use a gift card and an additional credit card.

 

 
WHEN IS MY CREDIT CARD CHARGED? expand

  • When you place your order, we ask your credit card for an authorization hold to cover the balance. We only bill your credit card once your order ships from our facility and is heading your way.

 

 
IS IT SAFE TO USE MY CREDIT CARD ON THE SITE? expand

  • Yes. When you shop on Eyeconic you’re in safe and secure hands. For more details check out our Privacy Policy.

 

 
DO YOU OFFER GIFT CARDS? expand

  • Yes. You can purchase e-gift cards for friends and family who love wearing frames and contacts just as much as you do

 

 
CAN I USE MY FSA FUNDS TOWARDS MY PURCHASES? expand

  • Yes, you can use your Flexible Spending Account (FSA) funds towards prescription glasses, prescription sunglasses and contact lenses on Eyeconic whether or not you have vision insurance. Every FSA plan is different, so it’s important to take a good look at yours before you start using your FSA funds.

  • Note: Generally, Flexible Spending Accounts expire so take advantage of your funds before your FSA’s yearly deadline.

 

 
CAN I USE MY HSA FUNDS TOWARDS MY PURCHASES? expand

  • Yes, you can use your Health Savings Account (HSA) funds towards prescription glasses, prescription sunglasses and contact lenses whether or not you have vision insurance.

 

 
WHY IS THE SALES TAX SHOWN DURING CHECKOUT ONLY ESTIMATED? expand

  • Great question! It all depends on the delivery address and which warehouse your order is shipped from. If an order has multiple items shipped from multiple warehouses to a single delivery address, the tax rate applied to the order may vary based on the warehouse locations. Once your order has shipped, we’ll be able to provide actual taxes, which is the amount that will be charged to your credit card. You’ll be able to see this charge in your account (under Order History) after your order has shipped.

 

 
WHAT IS YOUR TAX POLICY? expand

  • The taxes we charge on merchandise are based on state and local tax laws and tax rates. Where required, tax is also applied to the shipping and handling charges. If you return an item for a refund, the refund includes the taxes you paid for that item. There is no refund for taxes paid on shipping and handling; shipping and handling charges are non-refundable as soon as an item has shipped. If you have any questions, please contact customer service at 855-EYECONIC (855-393-2664) 7 a.m. to 5 p.m. Pacific Time, every day. You can also email us by clicking the button below in the CONTACT US section.

 
 
CAN YOU RECOMMEND A DOCTOR IF I DON’T HAVE A CURRENT PRESCRIPTION? expand

  • Definitely. We partner with a network of 34,000 doctors. Use our Find A Doctor tool to find a doctor near you.

 

 
HOW DO I KNOW IF I HAVE A CURRENT PRESCRIPTION? expand

  • The best way is to check with your doctor's office before placing your order. Check out our example of a valid prescription. Your current prescription should include:

    • Patient Name
    • Valid Expiration Date
    • Prescribing Doctor
    • Prescription Information
  • If we receive an image of the prescription, we’re able to verify it based on the submission of a valid prescription form.

  • Note: An eye exam is recommended every year. As a rule, you shouldn’t go longer than two years between eye exams. You may need to have your eyes examined more often if you have a family history of eye diseases, diabetes, if you have generally poor health, or you’re taking medications that may have potential side effects on the eyes.

 

 
WHEN DO I ENTER MY PRESCRIPTION? expand

  • During the checkout process, you will be asked to upload an image of your current prescription. Check out our example of a prescription to upload. Don’t have a copy of your prescription? No worries, we’ll contact your prescribing doctor to gather all the info for you!

 

 
HOW DO I UPLOAD MY CURRENT PRESCRIPTION? expand

  • First things first, you’ll need to snap a photo of or scan your current prescription and save it to your computer or mobile device. Check out our example of a prescription. Image of your current prescription must include:

    • Patient Name
    • Valid Expiration Date
    • Prescribing Doctor
    • Prescription Information
  • At checkout, scroll down to the PRESCRIPTION section and use the UPLOAD AN IMAGE option. Then follow these steps:

    1. Enter patient’s first and last name.
    2. Click, CHOOSE A PHOTO and select the image of your current prescription that you had previously saved. We accept image files in JPG, PNG and PDF format.
    3. Select “I authorize…”
    4. Select NEXT STEP
 
 
HOW DOES THE PRICE-MATCHING PROGRAM WORK, EXACTLY? expand

  • If you have a price-match request, contact our Customer Service team. Representatives are available from 7 a.m. to 5 p.m. Pacific Time, every day, at 855-EYECONIC (855-393-2664). You can also email us by clicking the button below in the CONTACT US section. We’d be happy to look into your request. Here’s what we’ll need from you:

    • 1.) Get in touch with us sooner rather than later – either before you purchase or no later than 30 days from the purchase date.
    • 2.) Be prepared to tell us where you found the lower price. Any details you may have, please pass them along, especially if you have screenshots, or a URL that links us to where online you found the price.
  • Your Customer Service representative will then verify the final and lowest price available.

 

 
IF YOU VERIFY MY PRICE-MATCH REQUEST, WHAT HAPPENS NEXT? expand

  • Our Customer Service team will get in touch with you to let you know your price-match request has been approved. If you haven’t placed your order yet and the request meets all conditions, we’ll honor your request before checking out. If you’ve already placed your order, we’ll refund you the price difference after your order has been processed. Pretty cool, right?

 

 
ARE THERE ANY CONDITIONS FOR THE PRICE MATCHING PROGRAM? expand

  • The short answer is: Yes. But feel free to dig into the details below.

    • Requests can be made before purchase or within 30 days of the purchase date.

    • We only price match authorized online retailers, including Framesdirect.com, 1800contacts.com, Coastal.com, Walmart.com, Target.com, Walgreens.com, Lens.com, Visionworks.com – not brick-and-mortar stores. We don’t price match membership clubs or international retailers.

    • We will only match the current advertised price on another authorized online retailer’s site.

    • We’ll do everything we can to match a lower price on contact lenses. But keep in mind, some prices on these products are dictated by the manufacturer, so we can’t always accommodate certain requests. We will match a manufacturer’s lowest authorized price. Make sense? (Give us a call, we’re happy to explain further).

    • If your item goes on sale on Eyeconic within 30 days of your purchase, we will provide you a price adjustment for the difference, upon request.

    • Price matching cannot be stacked with additional offers/promotions on Eyeconic

 
 
WHAT IS THE EXACT POLICY? expand
 

 
WHAT SHOULD I DO IF I RECEIVED DAMAGED OR INCORRECT PRODUCTS? expand

  • Well, hopefully this will never happen. But if for some reason it does, call our Customer Service team right away at 855-EYECONIC (855-393-2664) 7 a.m. to 5 p.m. Pacific Time, every day. You can also email us by clicking the button below in the CONTACT US section. We’ll make things right!

 

 
FRAME WARRANTY expand

  • We care about quality. That’s why all of our frames are warrantied against defects in materials and workmanship for up to one year from your original purchase date. We’re happy to send a replacement, but please note that any customer altering of the frame, such as gluing or bending broken frames, will void your warranty. Defects exclude damage caused by, but not limited to, customer abuse, normal wear and tear, alterations, and improper storage.

 

 
CONTACT LENS WARRANTY expand

  • All contact lenses and vials include a one-year Eyeconic warranty from your original purchase date for defects in material and workmanship. The warranty covers products in resalable and original sealed packaging with expiration date of at least 18 months out.

  • Defects exclude damage caused by, but not limited to, customer abuse, alterations, improper storage, and packaging that has been tampered with including but not limited to markings, writing or stickers on them.

 

 
LENS WARRANTY expand

  • All prescription lenses—polycarbonate, Trivex® and high index lenses—include a one-year, one-time use Eyeconic warranty from your original purchase date. The warranty covers scratches, chips, voids and other defects. Warranty honors the originally purchased lenses and cannot be used for replacement lenses.

  • Defects exclude damage caused by, but not limited to, customer abuse, normal wear and tear, alterations and improper storage.

 

 
LENS ENHANCEMENTS WARRANTY expand

  • ANTI-REFLECTIVE LENS COATINGS (INCLUDES TECHSHIELD BLUE):

  • These lens coatings include a one-year Eyeconic warranty from your original purchase date. The warranty covers scratches, chips, voids and other defects/imperfections. Warranty honors the originally purchased lens coating and cannot be used for replacement lens coating.

  • Defects exclude damage caused by, but not limited to, customer abuse, normal wear and tear, alterations and improper storage.


  • SUNSYNC® LIGHT-REACTIVE LENSES:

  • These light-reactive lenses include a one-year Eyeconic warranty from your original purchase date. The warranty covers scratches, chips, voids and other defects/imperfections. Warranty honors the originally purchased lens coating and cannot be used for replacement lens coating.

  • Defects exclude damage caused by, but not limited to, customer abuse, normal wear and tear, alterations and improper storage.

 

 
HOW DO I FILE A WARRANTY CLAIM? expand

  • If you’re not completely satisfied with your purchase, please get in touch so we can make it right. To file a warranty claim, here’s what you’ll need:

    1. The damaged or unused product and
    2. Eyeconic order number.
  • Once you have the items above, contact our Customer Service team at 855-EYECONIC (855-393-2664) from 7 a.m. to 5 p.m. Pacific Time. You can also email us by clicking the button below in the CONTACT US section.

  • Once we hear from you, we’ll provide next steps and discuss warranty or other repair and replacement options.

  • Just a reminder: Altering your product (e.g. gluing, bending, etc.) in any way, will void your warranty.

 
 
HOW DO I USE VIRTUAL TRY-ON? expand

  • You can locate the Virtual Try-On tool on eyewear product pages. Creating your virtual try-on video only takes about 30 seconds in just two simple steps:

    1. Using your webcam to record a five-second video, center your head to the red circle then follow the pacer as you slowly turn your head from side to side.

    2. To take a photo to ensure for accurate sizing, hold up any plastic card in your wallet (like a library card or ID) against your forehead.

 

 
WHAT ARE THE TECHNICAL REQUIREMENTS TO CREATE A VIRTUAL TRY-ON VIDEO? expand

    • Make sure your laptop or computer has a webcam. It can be built in or attached separately. If you are using your mobile phone or tablet, make sure it has a camera.

    • We require Adobe Flash version 11.3 or higher. You can get the latest version here: https://get.adobe.com/flashplayer/

    • For Safari users, ensure you've enabled Flash. To do so, follow these instructions:

      • Click on Safari in the Menu bar and select Preferences.

      • Click the Security tab.

      • Click on Plug-in Settings.

      • Ensure that the box next to Adobe Flash Player is checked, which activates the plug-in.

      • In the Configured Websites section, use the drop-down tool next to Eyeconic.com and switch to “On”.

    • For computers and laptops, we support Firefox, Safari, Chrome, Internet Explorer Version 10 and higher, Mac OS X Safari version 7 and up. For mobile phones and tablets, we support iOS Safari 7 and up, Android Stock Browser 4.4 and up and Chrome for Android 30 and up.

 

 
WHAT ARE SOME TIPS TO MAKING MY VIRTUAL TRY-ON VIDEO? expand

      • Make sure you have even lighting on your entire face. Facing a window is a great way to get nice, natural light on your face. Good lighting helps us detect your features more accurately and will give you better information about the coloring of the glasses on your face.
      • Turn smoothly and slowly from side to side. This helps us detect your features accurately and gives you a nice range of motion when you are viewing your video later.
      • Look into the webcam when you are turning side to side. This way your video won’t be looking down.
      • Smile!
 

 
IS MY VIDEO STORED ANYWHERE? expand

  • No, your video is not saved on Eyeconic, your Eyeconic account or on the Internet. The video is only stored on your computer's browser.

 
 
CAN I USE MY VISION BENEFITS TO MAKE A PURCHASE ON EYECONIC? expand

  • In most cases, yes! We currently accept VSP, MetLife, and Cigna vision benefits. Of course, it all depends on the specific needs of your insurance plan. Make sure to connect your benefits here to get the most value on your Eyeconic purchase. Even if you've used your benefits, all VSP, MetLife, and Cigna members will still get 20% off all glasses and sunglasses.

  • Note: If your insurance plan doesn't allow for Eyeconic integration, but you do have benefits available, simply shop on Eyeconic.com and submit for out-of-network reimbursement. Go to your member portal to submit your claim or you can call us at 855-EYECONIC (855-393-2664), 7 am to 5 pm PT, Monday through Friday.

 

 
HOW DO I CONNECT MY VISION BENEFITS? expand

  • It’s easy! Visit our Insurance Benefits page. Be prepared to provide your personal information. Then you’re all ready to shop on Eyeconic without having to submit a claim or do any extra work!

  • Note: If your insurance plan doesn't allow for Eyeconic integration, but you do have benefits available, simply shop on Eyeconic.com and submit for out-of-network reimbursement. Go to your member portal to submit your claim or you can call us at 855-EYECONIC (855-393-2664), 7 am to 5 pm PT, Monday through Friday.

 

 
WHAT IF I HAVE A SECOND-PAIR BENEFIT – CAN I USE THE BENEFIT ON EYECONIC? expand

  • Sorry, second-pair benefits aren’t integrated with Eyeconic right now, but simply shop on Eyeconic and submit for out-of-network reimbursement.

 

 
CAN I PLACE AN ORDER FOR A DEPENDENT OR SOMEONE OTHER THAN MYSELF? HOW DOES THAT WORK? expand

  • Of course you can! To make things a lot easier, we recommend creating a separate Eyeconic account for each person. When creating their account, connect their benefits by using their personal information and the primary holder’s last four of the social security number or member ID then the site will walk you through the next steps. If you aren’t the patient, but you are paying for eyewear, your personal information will be captured in the Payment Methods section.

 

 
CAN EYECONIC HELP ME CONNECT MY BENEFITS? expand

  • Of course! Give us a call at 855-EYECONIC (855-393-2664), 7 a.m. to 5 p.m. Pacific Time, every day. We’d be happy to help.

 

 
DO I NEED TO FILL OUT AND SUBMIT A CLAIM FOR OUT-OF-NETWORK REIMBURSEMENT FOR SHOPPING ON EYECONIC? expand

  • We accept most plans from VSP, MetLife, and Cigna. If you can apply your benefits to your purchase on Eyeconic, you don’t need to fill out and submit a claim for out-of-network reimbursement. If your insurance plan doesn’t allow for Eyeconic integration but you do have benefits available, just shop on Eyeconic and submit for out-of-network reimbursement.

 

 
HOW DO I SUBMIT A CLAIM FOR OUT-OF-NETWORK REIMBURSEMENT WITH MY INSURANCE PROVIDER? expand

  • If your insurance plan doesn’t allow for Eyeconic integration but you do have benefits available, just shop on Eyeconic and submit for out-of-network reimbursement.

    • After you’ve placed an order, print your order receipt.
    • Fill out this form.
    • Send the receipt and form to your insurance provider.
 

 
I SUBMITTED A CLAIM FOR OUT-OF-NETWORK REIMBURSEMENT. HOW DO I GET AN UPDATE ON MY CLAIM? expand

  • To know the status of your claim, contact your vision insurance company. If your vision insurance company needs additional information from you, they will notify you.

 

CONTACT US

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