Find answers to common questions & concerns of Go-Optic.com customers related to optical, vision, ordering information and more.Share this Url: http://www.go-optic.com/frequently-asked-questions/
Orders placed Monday-Friday by 10am PST will be processed the same day. All orders made after 10am PST will be processed the following business day.
Your order will be shipped out when it has been completely processed. Please note that delivery times are dependant upon the shipping method you select.
* - Unless otherwise stated in the product description. Processing times are estimates and are not guaranteed. For more information about processing times and product availability, please click here
Certain brands may take additional time for processing, for a complete list of these brands please click here
Once your order has finished processing, it will ship out via the method selected during check-out. Shipping options and rates available may be found on our Shipping Rates & Information Page. All packages are sent trackable and insured. A signature may be required for certain shipment/deliveries. PO Box addresses are accepted only using a U.S.P.S. shipping method. If an improper shipping method is selected for your territory, it will be changed to the next least expensive option that is proper for your request and will be applied your order accordingly. International shipments may incur further delays due to customs holding the package.
|Yes. The 'State' select box (Scroll down to the bottom) on the order form will have the option to select the proper territory for an APO and/or FPO address. You may use the 'City' box on the order form to provide whether the address is 'APO' or 'FPO'. The required shipping method for APO/FPO addresses is USPS Priority Mail. If any other shipping method is selected it will be changed to the proper method and be applied to the order accordingly.|
Please track your package using the tracking number provided by our orders department.
If the delivery time of your order has exceeded the timeframe which is advertised online, then it may be due to one of the following reasons:
Recipient Not Available
All orders require a signature upon delivery. Most shipping companies will re attempt delivery on the following business day. Please ensure there is someone who can sign for your order at the specified shipping address. Orders not signed for may return to us.
No Further Information Available
If you are unable to track your package and the delivery date has exceeded the timeframe which is posted online, then please contact us immediately so we can research this matter for you. If a package has been confirmed as lost with the shipping courier, then we will ship another order to you as soon as possible at no extra cost.
Yes. All packages we ship require a signature for delivery, please ensure there is someone who can sign for your order at the specified shipping address. You may choose to ship the package to an address other than the billing address. For FedEx shipments only; if an order has been shipped and you would like to redirect the package, please contact us. Package redirection may delay delivery 1-2 business days and will be an additional cost of $15. Orders not signed for may return to us.
For missing contents please review the information below:
PACKAGE ARRIVED COMPLETELY SEALED
Please review your order. The missing item(s) may be discontinued or on backorder. If you see that the missing item(s) have been billed to your account, please contact us immediately for further assistance.
PACKAGE ARRIVED OPENED OR TAMPERED WITH
If your package arrives opened or tampered with and is missing contents, please contact us immediately for further assistance.
***Important: Please do not return the merchandise until once proper assistance is received as in many cases the shipping company may need to retreive the package. Please do not process any claims with the shipping company, as this wiil be taken care of the shipper (us).
We go to great lengths to ensure that our merchandise arrives to you in perfect condition. If you have received an order in damaged condition, please review the information below for the proper assistance:
PACKAGE ARRIVED COMPLETELY SEALED
If your order is damaged and you received your package completely sealed and in good condition, please contact us immediately for further assistance.
PACKAGE ARRIVED OPENED OR TAMPERED WITH
If your order is damaged and you received your package opened or tampered with from the shipping courier, please contact us immediately for further assistance.
All merchandise we sell to our customers are brand new and unused. We do not accept returns on merchandise that is not in resalable condition, including but not limited to, signs of wear and tear, altered products, missing/damaged contents such as cases, cleaning cloth, and packaging materials. If you have any questions regarding the condition of the merchandise prior to returning, please contact us for assistance.
Prior to return/exchange, please request a return authorization form. Please ensure that all packages shipped to us are sent with insurance and tracking service. We are not responsible for returned packages that are damaged due to mishandling during shipping. Returns generally take 7 business days to process from the day it is received. All shipping charges are the customers responsibility including re-shipping for exchanges. We will contact you if we have any questions.
For international returns, please ensure the package is marked as 'RETURN WITH NO VALUE' so import taxes will not be charged. Otherwise, all import taxes must be covered by the customer. We are not responsible for any taxes associated with accepting an international return.
Each product has it's own terms, please see below:
FRAMES - Eyeglasses, Sunglasses & Clip-On's
All frame returns must be postmarked and sent back to us within 30 days of delivery. We charge a competitive 15% restocking fee for all returned frames for REFUNDS. All frame EXCHANGES will receive 100% store credit towards a new purchase of any other product we sell, including lenses.
We guarantee your lens order will match the prescription provided by your doctor. If it does not match we will remake the lenses at no extra cost.
All lens orders are verified and inspected prior to shipping. Since lenses are custom made, all lens orders are not fully refundable. You may return lenses for a 50% store credit towards a new set of lenses of equal or greater value or you may receive 50% off the lesser priced lenses for your exchange request. All lens exchange requests must be sent back to us within 90 days of the delivery date.
If your doctor changes your un-expired prescription after you receive your order, you may return them within 90 days from the delivery date. We will remake the same lenses in the new prescription at no extra cost to you, aside from shipping, as a standard exchange request.
All contact lens sales are final. If your doctor changes your un-expired prescription within 90 days from the delivery date, any unopened boxes of contact lenses may be exchanged for your new prescription. The contact lens expiration date must not be less than a year if being exchanged for a supply in the new prescription. Opened or used contact lenses will not be accepted for exchanges.
Accessories must be returned within 30 days of the delivery date minus a 15% restocking fee for a refund, or 100% store credit for an exchange.
Note: Customer is responsible for all shipping charges. No shipping charges will be refunded.
If you received a prescription lens order from us and are experiencing vision problems please read below:
If you have not worn this prescription before:
Discontinue use and contact your prescribing eye doctor for further assistance. Your doctor may have misprescribed you and would have to correct it. Most eye doctors will be able to inspect the lenses to see what the problem may be. If your doctor changes your prescription, then please click here .
If you have worn this prescription before:
Discontinue use. There can be multiple factors creating this issue. To help identify the problem(s) you are experiencing, please take the lenses to your prescribing doctors office or local optical shop for an inspection. Please contact us for further assistance.
1 YEAR WARRANTY
All products we sell have a 1-year warranty against any manufacturing defects. Warranties do not cover damage or breakage caused by excessive conditions, which include but are not limited to, excessive wear, pressure, force, abuse, heat and moisture. Lens damage such as scratches, chips, and cracks must be returned within 7 days of receiving your order for repair or replacement.
If merchandise is confirmed as a manufacturing defect by our returns department and is non-replaceable or non-correctable, you will be entitled to a full store credit on the amount paid for the merchandise if the merchandise. If you receive any merchandise that happens to be incorrect or defective with-in 30 days of your order date please contact our customer service department and a pre-paid domestic return shipping label that will be provided to you via email (printer needed) so you may return the defective/incorrect merchandise.
Our returns department will inspect the returned item(s) and item(s) which are confirmed as defective or incorrect, such as a re-do, replacement and/or correction will be processed. Replaced or Repaired merchandise accepted under warranty will be shipped back to the customer at no extra charge as long as the request is with-in 30 days from the original order delivery date. If the request is past 30 days, then the customer will be responsible for the warranty processing fee of $15.00 (which includes the shipping fee), which will be applied to the account on file (unless another is provided). If you return defective merchandise for a refund, restocking fee's will be applied accordingly. Please see our returns policy for more information. If our returns department does not find defects in returned merchandise, the package may be shipped back to you and shipping fee's will be charged to the payment method used to place the initial order.
We also do accept images via email if you choose to verify a defect prior to returning merchandise, please contact us to arrange this request.
Some manufacturers offer their own warranty on merchandise that is sold on our website. If a manufacturers warranty is offered, we will try to include the details with the merchandise. Manufacturers warranties are not the same as our 1-year warranty (which is listed above), please contact the manufacturer directly for the manufacturers warranty. For assistance with manufacturer contact information, please contact us and we will try to assist you.
We offer screw/bushing replacements and re-mounting of (drill-mounted) lenses to our existing customers for a handling fee of $15 + shipping. Unfortunately we do not offer any other repair services or replacement parts (nosepads,temples,etc.) at this time. Existing customers may request a return authorization for a replacement or re-mounting service as explained above by contacting Customer Service.
|All the products we sell are guaranteed 100% authentic and directly from the manufacturer. Most manufacturers provide authenticity papers, case and/or cleaning cloth which we will include in your order.|
Yes. Lens-edge polishing is applied at no extra charge to the lenses when the lab feels that the polish will not compromise on the stability of the lenses in the frames. All frameless/rimless lenses however, are polished at no extra charge.
We accept Visa, Mastercard, American Express and Discover credit cards. We do not accept checks or money orders. Unfortunately PayPal is not accepted at this time. However, you may choose one of these Pre-Paid Visa Credit Cards which may be used for shopping on Go-Optic.com.
Unfortunately this type of support is not currently offered at this time. We usually suggest to stay with the same brand, model and size of the original frames if you are looking to transfer the lenses. If you are trying to 'save' your lenses, we suggest you check with a local optical store, since we do not support these type's of requests at this time, We do apologize for any inconvnience.
Unfortunately what you see is what you get at this time, We sincerely apologize for any inconvenience. Please check back in the future for any possible updates.
Unfortunately we do not offer altering of the sizes or styles at this time. Additionally, making these types of alterations to the frames may also void any warranty for manufacturer defects.
Price matching is currently available for products which show a 'Request Price Match' button on the Eyeglasses/Sunglasses order screen. Price matching is only available for the product which is being matched, all other items are exempt from price matching.
Please review the illustration below for an example of where the 'Request Price Match' button is placed on an Eyeglasses / Sunglasses order screen:
By clicking the 'Request Price Match' button you will be able to submit the information needed and qualificiations for our staff to properly process your price match request.
Yes, you are able to place orders online through the website using your Flex Spending card.
Ordering eyewear with prescription lenses is fast & easy with Go-Optic.com. To get started, please follow these steps:
1. Select a Frame
2. Click 'Add Lenses to your Frames' (shown in the image below)
3. Proceed through the lens ordering screen which will gather information like the lens type, options, prescription details, etc.
4. Checkout from your shopping cart.
|At GoOptic.com, we handle each order with intensive care. All prescription orders are verified with your doctor's office prior to processing and inspected prior to shipping.
Your un-expired prescription may be corrected by your doctor if you are experiencing vision problems with your new lenses. You have 90 days from placing your order to have us re-do your lenses at no charge if an un-expired prescription update is required by your doctor. They must be the same lens material/brand used in your original order. Please see our Returns Section for more information.
It is not necessary to understand your eyeglass prescription, however can be helpful when ordering/selecting the right products for your order. We verify prescriptions through your eye doctors office before processing your order(s).
Please review the examples below to understand your prescription.
Example #1: Single vision prescription is shown here. There is astigmatism in the right eye only.
Example #2: Bi-Focal / Progressive prescription is shown here. The '+2.00' ADD power is for standard (lined) Bi-Focal's and the 'PAL' is only for Progressive Bi-Focal lenses. If there is no 'PAL' on the prescription, then in most cases the ADD power can be used for lined Bi-Focal's or Progressives.
Example #3: This prescription shows a prism is required. The prism is different for each eye. According to the prescription, it would be 1.0 diopters 'Base-Up' for the right eye and 2.0 diopters 'Base-Out' for the left eye.
Example #4: This example shows how a distance + bi-focal/progressive prescription can be translated into a near-vision only prescription, in case the customer would like reading-only glasses using the 'Near' prescription shown here.
Example #5: In some cases, the copy of the prescription will not have the grids laid out. If this is the case, this example shows how to read & co-relate the fields to the normalized prescription format.
O.D.: Right Eye
O.S.: Left Eye
O.U.: Both Eyes
D.S.: Diopters Sphere, meaning there is no Cylinder (CYL) power in the eye.
SPH.: Sphere; Is the prominent strength in an eyeglass prescription. Doctor's have a tendency to sometimes write the numbers/parameters a bit differently. In the particular example, the Sphere would be read & normalized as '-0.50' for both eyes. You may sometimes see 'SPH', 'PL' or 'PLANO' written in this field by the doctor, which would simply mean there is '0.00' power in that section.
CYL: Cylinder; The amount of astigmatism. In some cases the doctor will write 'DS' or 'SPH' in this section, which would simply mean to leave the field empty or have '0.00' power in that section.
AXIS: Comes hand in hand with the CYLINDER, If there is no Cylinder, then there should not be any Axis. It's a degree/angle, therefore, it would be a value of or between 1 to 180. The reading from the example shown to the left would be '145' for the Right Eye (O.D.) and '15' for the Left Eye (O.S.). When there is a Cylinder and no Axis, this means usually that it is a 0 value axis, which in this sense would be a 180 degree axis.
ADD: How much power gets added to the distance Rx, for your reading-only Rx or for the bottom half of your bifocals/progressives
PL or PLO: Plano; This is a placeholder for the number '0'. This may also be left empty.
PRISM: This field is rarely used, therefore, it is not shown on the website. However, if you do happen to have a Prism, we will notice it when we verify the prescription. There are two separate parts to a Prism, the first being the diopter strength ('1.5') and the second being the direction ('BU'). There are four different directions: Base-Up, Base-Down, Base-In and Base-Out, however, these are commonly abbreviated as BU, BD, BI and BO. Prism can be applied to any prescription lens for an additional fee of $10 per diopter.
BASE: Base is used for Prism's, however, most of the time the Base is included in the Prism section. Please see the Prism section above for a further explanation of 'BASE'
NV or NVO : Near-vision or Near-vision-only; your doctor is recommending "reading-only" glasses.
P.D. or PD = pupilary distance (the distance in between your right pupil and your left pupil), in millimeters (mm). View more information about PD Measurements
Seg Height = This is the vertical measurement used for Bi-Focal / Progressive lenses. View more information about Seg Height Measurement & our in-house formula.
PRESCRIPTION READING TIPS
1. No Decimal Points?
If your prescription does not show decimal points, then it may be read as follows:
-100 = -1.00
+25 = +0.25
2. Blank Fields?
There may be blank fields in your prescription. In most cases there is not a mistake. Only fill-out the fields which are filled-out on the prescription and leave the rest blank.
|Lens / Coating||For Who/What?||Why?|
|Polycarbonate||Children||Impact Resistant, Light-Weight|
|Polycarbonate||Activity / Sports||Impact Resistant, Light-Weight|
|Polarized||Sunglass Lenses||Removes Glare off of Surfaces & Objects|
|Transitions||Sun-Sensitive Lenses||Versatile. Clear indoors and tinted outdoors.|
|Varilux Progressives||Progressive Lenses||Low Distortion. Better Vision.|
|Hi-Index 1.56||Prescriptions no greater than +/- 2.00||Thin|
|Hi-Index 1.60||Prescriptions no greater than +/- 4.00||Thin|
|Hi-Index 1.67||Prescriptions no greater than +/- 6.00||Thin|
|Hi-Index 1.70||Prescriptions +/- 5.00 to +/- 8.00||Thin|
|Hi-Index 1.74||Prescriptions +/- 5.00 to Any||Thin as Possible|
|CR-39 Plastic||Color Tinting & Gradient Tinting for Sunglass or Fashion lenses.||Easiest material to tint|
|Anti-Glare Coating||Progressive lenses or Strong Prescriptions (over +/- 2.00)||Helps reduce distortion caused by light radiance.|
|10% Rose Color Tint||For Reading / Near Vision / Computer lenses||Helps eyes when reading.|
Many of the lenses purchased will include the common lens treatments, such as UV Protection and Scratch Guard. If they do not, the prices for the treatments are additional, as follows:
Note: Additional tinting cannot be applied to polarized or sun-sensitive lenses (Transitions, etc.)
TINT DARKNESS: (80% is the maximum and is standard in most sunglasses)
We go the extra distance to ensure every transaction you make at Go-Optic.com will be 100% safe and secure.
We understand you may be concerned about entering personal or credit card information over the Internet and want to assure you that there's nothing to be worried about. To ensure that your credit card security isn't compromised, we use SSL software to encrypt all information before it is sent to us. This prevents any outside interference with your data.
Additionally, Go-Optic.com has teamed up with McAfee Secure? and is tested daily to pass the FBI/SANS Internet Security Test. The "live" McAfee Secure? mark appears only when a web site's security meets the highest security scanning standards of the U.S. government, Visa, MasterCard, American Express, Discover and JCB. Click here for more details.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50 of fraudulent charges. If, for some reason, you are held liable for these charges, we will cover the entire amount up to $50-as long as the unauthorized use of your credit card resulted through no fault of your own and from purchases made at Go-Optic.com while using our secure server.
If you encounter unauthorized use of your credit card, you are responsible for notifying your credit card provider.
Go to the "Order Status" section on our website or find it on your online receipt. We try our best to keep you as informed as possible with your order. Our "Order Status" section will give you real-time information about your order.
The information you enter and the information we provide about your order needs to match exactly.
This information is for submitting prescriptions only, for general fax and contact please see our corporate contact information. Please allow up to 48 hours for a prescription confirmation response.
NOTE: Please include your order ID number when sending a fax or email.
Toll Free: 1-888-579-1155
24 hours, 7 days a week.
Please scan & email a copy of your prescription.
Doctor Verification Phone
Toll Free: 1-877-363-3959
Open M-F 8am - 4pm pst
This phone number is for your doctor's office to call and verify your prescription.
Toll Free: 1-877-634-2020
Customer service representatives are available 24 hours a day 7 days a week.
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Send us an email using our online form.
Please allow up to 48 hours for a response.
3422 Old Capital Trail, Unit #718
Wilmington, DE 19808
This is not our returns address. Walk-in's are not accepted at this time, we apologize.