Customer Service


Help understanding prescriptions and how to provide it for your order.

Verifying a Prescription
Provide a prescription
Please include your Go-Optic® order number.

We'll need this information to match it to your order.

A legible copy of a valid prescription may be provided for an existing order via the following methods:

File types accepted for upload/text/email: PDF, JPG/JPEG, GIF, PNG, TIF, BMP



Upload email attachment


Carrier rates may apply
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Phone verifications
Please note:

Phone verification may slightly delay your order based on the response times from your doctor's office and may require a signature release from the patient. Provide their fax number for quicker service. Alternatively, ask the doctor's office to fax us a copy directly.

We will contact your eye doctor to obtain a copy of the prescription. Select the "Contact my doctor" option during the prescription order (last step), and we'll take care of the rest.

The following information must be provided to match the information with the doctor's office.
  • Patient name
  • Patient's date of birth (DOB)
  • Doctor name
  • Doctor's phone or fax (suggested for quicker response)
In addition, your doctor's office may require the patient to sign a release of prescription. Should this be the case, the customer will be notified via email.

Phone verification information may also be provided by the customer via a New Support Ticket.
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Prescription requirements
Expiration dates

Eyeglass prescriptions generally expire in no less than 1-2 years and may vary by state. 

A valid prescription from a doctor's office includes the following information:
  • Patient name
  • Date of prescription
  • Expiration date
  • Doctor signature

All prescription orders are verified before processing. Prescription verifications are generally processed within one business day. However, phone verifications may add delay based on the availability of the doctor's office. A notification email will be sent to the customer once the prescription has been successfully verified or if any additional issues require the customer's attention.

Note: Once a prescription has been verified, it may be re-used on future orders without being provided again. In this situation, the customer selects the "you have my prescription" option when placing the order.
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Obtaining a Prescription
Obtain an existing prescription
It's the law

Per FTC Guidelines, all eye doctors are required to give patients a copy of their eyeglass prescriptions after completing an eye exam.

Existing Prescription

A copy of an existing prescription may be obtained by contacting the prescribing eye doctor.


New Prescription

A new prescription for eyeglasses or contact lenses may be obtained by a certified eye doctor or optometrist upon completing an eye exam.

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About Prescriptions
Prescription types
Please note:

A contact lens prescription cannot be used for prescription glasses (and vice-versa). A prescription for each type of device is required.

There are two types of ophthalmic prescriptions based on the type of medical device (Glasses or Contact Lenses) being ordered.  All vision prescriptions generally offer the same type of vision correction. The following prescription types are accepted for prescription orders.


eyeglass prescription

Glasses prescriptions

Note: OTC Readers do not require a verified eyeglass prescription.

A glasses prescription specifies the lens power needed to correct refractive errors such as myopia, hyperopia, and astigmatism. The measurement units are typically diopters (D), and the prescription may also address presbyopia with an "add" value for reading glasses. The customer has the flexibility to choose their desired lens options and frame.

How to read an eyeglass prescription

contact lens prescription

Contact lens prescriptions

A contact lens prescription, like a glasses prescription, specifies lens power but is tailored for contact lenses. It includes parameters such as base curve, diameter, and lens material to ensure proper fitting. The prescription may also address presbyopia with an "add" value for multifocal contacts. Unlike glasses, a contact lens prescription considers additional factors to optimize comfort and vision correction. Much like pharmaceutical medications, a particular brand and supply amount is prescribed.

How to read a contact lens prescription

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Vision correction types

A prescription offers corrections for various vision types and fields of vision. All vision correction types are currently supported:

Vision type Description Rx Parameters
Single Vision The most common standard prescription type is intended to correct only one field of vision: Distance, Intermediate, or Near. Sphere Cylinder Axis
Multifocal Progressive (PAL), Bifocal, or Trifocal prescriptions are the same as single-vision prescriptions but also include an ADD power for Intermediate and Near vision. Sphere Cylinder Axis ADD
Readers Only A valid prescription is not required for readers as they are made like the readers found in drug stores. Reading Power
Plano Plano or non-prescription lenses are generally intended for cosmetic or safety reasons and do not require a prescription. N/A
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Turn any pair of prescription glasses into readers as if they were from the drugstore without requiring a valid prescription. To order readers without a valid prescription, when prompted to add your prescription, select the "Readers Only" option, and provide the reading strength during the lens order.

Readers Example

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Supported ranges & parameters

All advanced fields & parameters are supported and automatically applied to the order upon prescription verification to ensure accuracy. Any additional charges or fees require customer confirmation before fulfillment.

Parameter Details
Prism The additional fee for the prism is $10 per diopter. Fraction diopters are billed as full diopters.
Seg Height The seg height is the measurement (in millimeters) from the bottom of the lens to where the fitting height or the pupil sits. A custom Seg Height may be provided (in the comments section during checkout) for multifocal lens orders as long as the measurement is intended for the same glasses model and size. Otherwise, the in-house formula is defaulted based on the frame size.
OC Height The OC (Optical Center) height is the measurement (in millimeters) from the bottom of the lens to the optical center or where the pupil sits. A custom OC (Optic Center) Height may be provided (in the comments section during checkout) for single-vision lens orders as long as the measurement is intended for the same glasses model and size. Otherwise, the in-house formula is defaulted based on the frame size.
Base Curve The base curve is the curvature of the lens. It is most commonly in 2 or 4 for optical frames and 6 or 8 for wrapped sunglasses. This measurement is usually determined by the prescription's strength and the frame's curve.
High Powers All prescription powers (up to +20.00) are supported. Additional costs may be required based on lens type and material.
High Astigmatism All astigmatism powers (up to +10.00) are supported. Additional charges may be necessary based on lens type and material. Aspheric lenses are available for high astigmatism powers.
Partial Diopters Diopters that are 1/8th or 0.12 step increments outside the normal quarter-steps of 0.00, 0.25, 0.50, 0.75.
Balanced Balanced lenses are for wearers who are blind in one eye and wish to have the same lens thickness for both lenses. Balanced lenses are supported at no extra cost.
Personalized Fit Specific personalized lenses require additional parameters such as Vertex, Pantoscopic tilt, Dominant eye, Base front curvature, and compensated prescription translations taken by proprietary machines by the lens manufacturer (like Varilux® Visio™ and the ZEISS® iScription™). These details may be provided in the order's comments section or with the prescription. These measurements must be for the same frame being ordered.
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Changes & alterations
Aside from normal conversions between single-vision and multifocal, all prescriptions may only be altered or changed by the eye doctor. Go-Optic® is not an eye doctor and is not able to alter a prescription for a patient under any circumstance. Changes in the prescription written by the doctor are covered under the Lens Accuracy Guarantee.
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Convert multifocal to single vision

A multifocal/bifocal prescription can be converted and be used for a Single Vision (distance or near) prescription lens order. The customer may provide whether the lens is to be made in a distance or near vision type in the comments section of their single vision lens order (during checkout).

Convert the multifocal prescription into a distance or near single vision prescription online by using the conversion tool.

Multifocal to Single Vision Conversion Tool
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Expired emergency refill
Glasses prescriptions commonly expire 1-2 years from the date they are issued, but this varies by state. The expiration date is usually found written on the prescription. Unfortunately, expired prescriptions are deemed invalid and cannot be used to place a prescription order.

The customer may request a one-time refill for an expired prescription if the issue is an emergency, as explained below:
  • The patient is reasonably unable to obtain a new prescription at this time.
  • The prescription glasses have become broken or unusable for conducting daily activities and tasks essential to the patient's livelihood.
  • The prescription glasses have been worn recently without any issues.

In this case, the patient must sign and complete a copy of the Emergency refill waiver.  Please get in touch with the prescription verification department via Email to request a one-time expired prescription refill waiver if the issue is an emergency.
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Still have questions?

Contact our support department for further assistance. Customer service