Customer Service


Help identifying common eyewear problems and finding solutions.

Vision Problems
Incorrect prescription
Since all prescriptions are verified before processing, the lenses are made to the prescription provided by the doctor. When experiencing unknown problems, knowing if the prescription has already been worn in another pair of glasses successfully can help narrow down the type of corrections necessary.

Common symptoms:

  • Blurred vision
  • Issues with only one eye
  • Low vision at night
Successfully worn prescriptions

If the prescription is recent and has been worn successfully in a prior pair of glasses and common symptoms are being experienced, it could suggest that there is a manufacturing error by the lab. However, it could also be due to an incorrect optical center or an adaptation issue. The other topics in this section should be checked for possible causes.

New unworn prescriptions

Sometimes, a new prescription can take time to adapt to or needs to be adjusted by the eye doctor to make it just right. When experiencing issues with a new prescription, there is a high chance that the prescription needs to be adjusted by the eye doctor. If there are no other obvious causes, as explained in the topics of this section, the patient will need to be reevaluated by the eye doctor in case any adjustments must be made to the prescription.

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Incorrect optical center
Dotting the lenses

If returning your lenses due to an issue with the optical center, it's suggested to dot each pupil on the lens so the lab knows where to position the center. 

  1. Look in a mirror holding your head up straight
  2. Wearing the glasses, dot each lens where the pupil is with a marker
  3. Do it for each eye separately, while closing the opposite eye.

Each lens has an optical center where the "true" vision is and where the individual must look through to see with the proper correction. The optical center is positioned in the frame horizontally using the PD measurement and vertically using the OC height measurement. For lenses for astigmatism, it is also the axis rotation of the lens.

When there's an issue with the optical center, it means you're looking through the wrong part of the lens, which can cause many undesirable problems.

Lens Optical Center

Common symptoms:

For an incorrect axis, please see the Incorrect Prescription section for common symptoms.
Incorrect PD measurement:
  • Eye-strain
  • Double vision
  • Headache
  • Nausea
Incorrect OC height:
  • Eye-strain
  • Headache
  • Nausea
  • Blurred vision

Locating the optical center:

Moving the lens 2-5 millimeters in either direction should relieve the symptoms experienced. In minor cases, the correction can be addressed by just having the frame adjusted. However, more severe cases would require the individual to be remeasured so the lens can be remade correctly in the frame. The direction of where the lens is moved can help identify which measurement needs to be rechecked.
Lens Optical Center Horizontal


If moving the lens horizontally left or right corrects the symptoms, it suggests that the PD (pupil distance) measurement is incorrect. Verify the PD measurement provided is correct.

Lens Optical Center Vertical


If moving the lens up or down corrects the symptoms, it suggests that the OC height is incorrect. The OC height is specific to the frame. Dotting the lenses or having this measured for the frame is generally suggested.

Lens Optical Center Rotation


For astigmatism only: If rotating the lens (clockwise or counter-clockwise) corrects the symptoms, it suggests the issue is related to an incorrect axis. Since the axis is part of the prescription and not just a measurement, refer to the Incorrect Prescription section for suggestions.

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Lens adaptation
Lens adaptation can vary from person to person, and what works well for one individual may not be suitable for another. Luckily, there are a wide number of options available on the market that address most symptoms. Consulting an eye care professional during the adaption period is crucial, as they can address concerns and make necessary adjustments to guide a successful transition. Most lens adaptation periods can take around 1-2 weeks, and if the visual issues are not resolved within that time, material or design changes may be necessary.

Material adaptation

Different lens materials allow different amounts of light through the lens. This is called the ABBE (aberration) value. Changing to a higher index material may be thinner but may cause other issues related to the ABBE value. Visit the Lens Thickness Chart to see each material's aberration value.
Common symptoms:
  • More common in older individuals
  • Fuzzy vision or reduced clarity
  • Fishbowl effects
  • Inaccurate depth perception
  • Dizziness or nausea

Design adaptation

When changing from one type of eyeglass lens design to another, such as traditional to digital, some wearers may initially notice visual aberrations, blurriness, or distortion. These issues generally improve with time as your eyes adapt, and if not, then it may be necessary to try a different design or revert to the design that was worn previously. 
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Glare & stray light

Glare and stray-light issues are usually attributed to wearing thinner hi-index lenses due to their lower aberration values. Adding an anti-glare coating to these lenses is suggested to help reduce or alleviate specific lighting issues. Otherwise, symptoms are typically reduced when a lens material with a higher aberration value, usually a thicker lens material, is selected. Please see the Lens Thickness chart for each material's aberration value. Individuals who are considering higher index lenses should consider adding an anti-glare coating.

Common symptoms:

  • Light sensitivity
  • Eye-strain & fatigue
  • Halos (mostly at night)
  • Difficulty viewing screens and devices
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Cross-polarization effect
The cross-polarization effect, also known as cross-polarized light, only applies to polarized sun lenses and refers to a phenomenon where light waves that are polarized in one direction are subjected to a second polarization in a perpendicular direction.

Some electronic displays may have a "blacked-out" effect when utilizing polarized lenses. Consequently, it is recommended to refrain from wearing polarized lenses while operating airplanes or helicopters, where it is essential to view screens. Instead, opting for non-polarized tinted alternatives is advised if sun protection is a priority.

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Progressive lens issues
Please note:

First-time progressive lens wearers may require training and practice for adaptation, which can sometimes take up to 2 weeks.

There are several reasons why it can be troublesome to adapt to certain progressive lenses. Focusing on the following issues should be considered to help reduce any undesirable symptoms.

Cause Details Solution
Narrow Frame Height A narrow frame restricts and reduces the different view fields, which can make it more difficult to focus at different distances. Select frames that have a taller height to expand the distance and reading portion of the lens. Frames and lenses may be exchanged as per the Returns Policy.
Distance/Reading segment too Low/High If the wearer is constantly moving the frames up and down to focus on the distance/reading portion, it may be due to the way the sections are positioned in the frame. The Seg Height measurement is used to determine the vertical positioning of the progressive lens in the frames so the distance/reading portion of the lens is not too high or too low. If the Seg Height is not set correctly, it can cause discomfort for the wearer and make the lenses more difficult to use. Progressive lenses may be remade in a different Seg Height measurement per the Lens Accuracy Guarantee. The new Seg Height must be provided for the request by the customer or the prescribing doctor for accuracy. Sometimes, marking the lens with a marker where the pupil rests is sufficient to give the lab for a lens re-do request in a new Seg Height.
Dizziness or “Going Swimming” The way the different powers in the progressive lenses graduate from each other may cause dizziness. Additionally, the edge of the lens will not provide vision as clear as the center. It takes practice and time to let the brain and eye adjust to the different lens powers and to make focusing on the center of the lens a habit. Adding an anti-glare coating may reduce edge distortion, but the dizziness feeling is normal when acquainted with a new set of progressive lenses.

Many higher-quality brands offer less distortion and a broader vision range, which makes adapting to progressive lenses easier. Lenses may be exchanged for a different lens brand/design as per the Returns Policy.
Unfamiliar Lens Material Generally, elderly individuals who are used to wearing lenses in a certain material may experience some difference in vision. It is recommended to stay with the same lens material. Lenses may be exchanged for a different material as per the Returns Policy.
Complete Non-Adapt When the wearer has too much trouble adapting to the progressive lens and finally determines that progressive lenses just aren’t right for them. Lenses may be changed to standard (lined) bi-focal, tri-focal, or single vision (distance or near) only, as per the Returns Policy.
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Adapting to Progressives
Training & practice

Progressive lenses are advanced medical devices that require some practice and getting used to. The eye and the brain learn to adjust to the different refractive powers of the lenses. The adaptation period for progressive lenses generally takes 1-2 weeks, but the adaptation period may vary based on the wearer's frame size, lens design, viewing habits, and posture. Therefore, it is recommended for first-time wearers to consult with the eye doctor for the best possible training and solutions available for the individual.


Progressive lens areas:

Progressive Lenses  

The progressive lens has different areas for various viewing distances, with peripheral and distance focus areas that may vary depending on the lens design or brand, and the provided distance estimates are typical. Still, they can differ based on the specific progressive lens design or brand. The blending region or soft focus area is used for the transitioning distances but is not intended for looking through. The following table explains each area in detail.

Area Position Vision Purpose Peripheral Focus Range
Distance Upper Focus range greater than 36 inches Broadest
Intermediate Middle Focus ranges between 16 to 36 inches Narrower
Near Lower Focus range less than 16 inches Narrowest
Corridor Middle Transitional zone for varying distances Narrowest
Blending region Outer edges Soft focus (blurry) area has no vision use  
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Common expectations

First-time wearers may experience discomfort due to a required change of viewing habits. Therefore, training should always be done in a safe environment without putting the wearer in any compromising situation. The progressive lens training process usually takes around 1-2 weeks but may vary based on the wearer. Training and practicing to wear progressive lenses may include getting acquainted with the progressive lens design and changing viewing habits, as explained below.

  • Developing new viewing habits based on the distance of the object.
  • Moving the head further up or down based on the desired distance focus range.
  • Getting acquainted with the areas for Distance, Intermediate, and Near by practicing viewing objects at different distances using different areas of the progressive lens.
  • Getting acquainted with the horizontal vision range (viewing to the side). Areas of soft-focus are at the edges of the lenses, and sharper focus in the center.
  • More head rotation and movement, and less moving of the pupils, especially for closer distances, since the near view field located at the bottom of the lens is narrower.
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Stair climbing example

When climbing stairs wearing prescription lenses, the wearer would usually look through the lower portion of the lens to see the stairs. However, with progressive lenses, the lower portion of the lens is adjusted for reading distance of approximately 16 inches only, which are of course closer than the stairs. Therefore, the stairs viewed with the lower portion of the lens will be viewed with distortion. However, the sense of sight is highly complex and adaptable. Within a short period of time, the habits of the brain are able to learn and adapt to the different viewing conditions. So when climbing the stairs, a wearer simply points their head further downwards to gain better focus of the stairs using the intermediate or distance portion of the lens.

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Lens Authenticity & Verification
Lensometer reading

The accuracy of a prescription may be verified with a lensometer reading performed by an optical store or eye doctor's office. A lensometer should be properly calibrated before use to help ensure an accurate reading. Most lensometers will produce a reading receipt of the lenses to verify lens accuracy. Transposed or prescriptions within national tolerance are considered accurate. If the prescription lens received is inaccurate, please see the Experiencing Vision Problems section for details.

Lensometer prescription reading
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ANSI Rx tolerance

A prescription may be considered within tolerance when within the national optical tolerance guidelines. All prescription lenses provided within the national optical tolerance guidelines per ANSI Z80.1-2015 standards are considered accurate. Digital (Freeform) lenses are known to be more accurate and truer to the prescription than tradition non-digital lenses.

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Transposed prescriptions

Prescriptions with astigmatism include a cylinder (CYL) power that may be transposed and appear different than the original prescription but will still be considered the same/accurate. The following steps are taken when transposing a prescription.

Tranposing instructions:
  1. Cylinder (CYL) power is algebraically added to the Sphere (SPH) power. The result is the new Sphere power.
  2. The Cylinder sign is changed from plus (+) to a minus (-), or vice-versa.
  3. The Axis is changed by 90 degrees (maximum is 180)
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Lens watermarks

Lenses (mostly progressive lenses) have clear watermarks or laser-etched markings on them to identify the manufacturer and power of the lens. These watermarks can be difficult to see with the naked eye unless under certain lighting conditions. Although the watermarks cannot be removed as they arrive this way from the manufacturer, they generally don't cause distractions due to their (soft-focus area) placement. Please see example for details.

Watermark Legend:
  • The "degrees" circles (°) identify the lens position
  • Numbers under the circle identify the ADD power (ie. 25 = +2.50)
  • Manufacturer Logo under the circle is the Authenticity Seal
Lens Watermarks
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Sun-sensitive lens test

Photochromic or sun-sensitive lenses that are intended to get dark under the sun, must be exposed to direct UV sun rays for around 60 seconds before getting darker. The lens may not get dark if not exposed to direct sunlight or when in a car. A simple test may be performed to verify the darkening properties by following the steps below.

Test instructions:
  1. Cover one of the lenses with your hand blocking the sun from direct sunlight exposure.
  2. Expose the other lens to direct sunlight for around 60 seconds.
  3. Remove your hand to compare the difference between the two lenses.

The lens that was covered should remain clear, whereas the uncovered lens that was exposed to sunlight should be darker. If both lenses remain clear after this test, then the lens is not sun-sensitive or photochromic.

Sun Sensitive Lens Test
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Lens Coating Issues
Scratched lenses

Although lenses with scratch protection may prevent minor hairline scratches or nicks, they will not necessarily wholly resist the lens from scratching. Scratch durability may be improved by adding an anti-glare coating with included scratch resistance properties.

Lens Scratching
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Crazed lenses

Lenses with anti-glare coating may be susceptible to crazing. Crazing may appear like scratches but are actually cracks in the anti-glare coating, which may closely resemble a spider web or shattered effect. Crazing may occur if the lens is exposed to excessive heat or chemicals. Crazed lenses are generally covered under the lens warranty. For details, please see the Warranty section.

Lens Crazing
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Coating separation
Lenses coatings may experience separation through normal wear and tear. Lenses with anti-glare coating are covered under the Lens warranty.
Lens Coating Separation
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Coating delamination
Mirror coating and the polarized film are applied to the front surface of the lens. In some cases, the coating or film may start to peel off. Generally, this is caused by extreme weather conditions or chemicals but can also be considered standard wear and tear. Polarized film delamination is generally covered under the lens warranty. See the Warranty section for details.
Lens Coating Delamination
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Residue, film or hue
Anti-glare coating may appear like a film or residue on the lens. The coating may appear to leave a slight greenish, bluish, or purplish hue on the lens. This is how the anti-glare coating is intended, and the same property helps prevent the white glare. Anti-glare coating cannot be removed. Purchasing (or exchanging) new lenses is required to remove the anti-glare coating, as the coating is baked into the lens.
Lens Hue Anti-Glare Coating
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Oil & dirt

Cleaning oil, dust, or dirt off lenses can be a common task. There are solutions available to keep the lens clean found in anti-glare coatings. Anti-glare coatings that include hydrophobic or oleophobic properties help repel dirt, dust, oil, and water.

Microfiber (silk) cleaning clothes or various lens cleaning solutions are available to clean your lenses. As well as blowing off or shaking off any excess dust. Warm water and mild dish soap are also commonly used to clean lenses. However, one should avoid using household cleaning products and paper towels since they may damage the coating on the lens.

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Crafting & Cosmetic Issues
Polarized bevel gaps

The polarized film for Polarized Lenses is applied to the front surface of the lens. When the lens is beveled to fit into the frame groove, the front bevel may strip away some of the polarization film revealing the clear part of the lens. This may appear like a gap, but is only the film being stripped away. Although this issue is usually reduced by moving the bevel more to the back of the lens, this is not always guaranteed, especially for thicker edged lenses.

Polarized Lens Bevel Gaps
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Polished edge glare

The shine and bevel from polished lenses may cause a natural shine and stray light depending on how the light reflects on the edge of the lens. The lens edge shine may cause distractions, especially with thicker lenses or edge-revealing frame styles (like metal or rimless frames). The lens edge polish may be removed to help reduce this shining effect.

Polished Lenses
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Thick lenses

All lens orders are manufactured, crafted, edged, and installed exactly to the order specifications. If the lens is thicker than expected or when compared to a prior pair with the same material, it may be due to various issues.

Cause Details Solution
Lens Material Each lens material has a different thickness based on the prescription strength. Select a thinner lens material.
Large Frame If the new frames are larger than the prior, the lenses may be thicker due to larger lenses generally resulting in thicker lens edges. Select a smaller frame.
Rimless Frame If the new frames are rimless the lenses may be thicker. A flatter edge bevel required for lenses in rimless frames may appear thicker than beveled lenses. Additionally, a minimum thickness may be necessary for durability/grooving reasons. No solution is available for rimless frames.
Outside Suggested Range Lens indexes are designed to tolerate prescriptions in specific ranges. Ordering lenses outside of this range may result in a thicker lens. For further details, please see the Lens Thickness Rx Range Guide Stay within the recommended range for the lens material/index.
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Lens popping out

If the lens starts popping out of the frame, it could be due to the frame and lens curve. More common with thicker lenses or wrap-around/wrapped sunglasses. Some of the ways to resolve the issue depend on a variety of factors and should be handled by a repair store.

  • Frames may need to be adjusted/altered to hold the lens securely.
  • An adhesive may need to be applied to the frame/lens.
  • Semi-rimless frames may require further grooving to secure the lens in position
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Lens swapping compatibility

For frame replacements, lenses may only be re-used or swapped into new frames if the model is the same. It is not recommended to re-use lenses with another frame.

Swapping lenses into the SAME frame

Considerations when trying to swap lenses in a new frame of the same.

  • The lenses may not fit the new frames if the manufacturer has made minor changes in the frame style which affects the overall lens template. See Quality & Style Changes for details
  • The frames may require altering. If the lens was originally installed by altering the frame, the new frame will also need to be altered. Visit an optical repair store for assistance.
Swapping lenses into a different frame

It is not recommended for lenses made for a particular frame model and size to be installed in a different frame due to a variety of reasons.

  • Lenses may be too small or out of shape.
  • Lenses in a different size may throw off the PD measurement that was originally used when cutting the lenses, which may cause vision problems.
  • Cutting and beveling the lenses down into the new frames may require specific focal positioning of the lens to be accurate to the wearer, which is generally difficult to accommodate when cutting down lenses.
  • The lens re-beveling process may not be accurate due to sizing constraints.
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Frame Discomfort
Frames too heavy

The frame and lens type generally affects the weight of the glasses. For lighter weight glasses, one should consider the following:

  • Titanium or Rimless glasses are usually known to be lighter than traditional plastic or metal frames
  • Frames with smaller lens area use smaller lenses which would be lighter than if the same lenses were in frames with a larger lens area
  • Thinner lenses are usually lighter due to the lesser mass of the lens
  • Some lens materials are lighter than others (ie. Polycarbonate and Trivex). Please refer to the Lens Material Guide for details.
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Frames too loose

A proper adjustment or fitting of the frames should keep the frames from slipping off the wearer's face. However, sometimes this may not be the case. If the frames are inherently too large for the wearer, or if the adjustment doesn’t address the sturdiness of the frame on the wearer, innovative products such as NerdWax Glasses Wax help keep the frames from slipping off the face. This works as an adhesive after applying it to the nose or ear pieces of the frame. This adhesive helps keep the frame from slipping and staying in place.

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Frames too tight

If the frames are too tight, a physical adjustment or fitting at a local optical store should help improve the way they fit. However, an adjustment won’t always resolve issues related to the frames being too small or tight. This can make the frames uncomfortable to wear. When ordering glasses one should consider the different size components available, such as the eye, bridge, and temple sizes. For details, please see the Frame Size Chart. Uncomfortable frames (and lenses) may be exchanged as per the Returns policy.

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Hair tangled in frames

Due to the design of certain frames or the frame mechanisms, long hair may get caught in the temple tips, hinges or narrow parts of the frames. Aside from changing the way the hair is worn to avoid contact with the frame, unfortunately, there is no affirmed fix for this type of issue at this time.

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Allergies & sensitivity

Certain frame materials may cause irritation or allergies on the skin from contact. Some of the common materials found on frames may cause an allergic reaction or irritation to the wearer:

  • Nickel
  • Rubber/Latex
  • Palladium (Some Titanium frames may include palladium)

It is recommended for wearers who are sensitive to these materials to avoid wearing frames with these materials altogether. Many frames nowadays are also made with hypoallergenic materials available for wearers who are allergic to these materials. To request if a frame contains any particular material, a Product Information Request may be submitted online.

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Frame Component Issues
Tight screws

It is important not to force a screw out if too tight because it may cause stripping and breakage. Since many screws may have Loctite (or glue) to seal the screw to the frame, it is recommended to have the frame slightly warmed and removed by an optical professional.

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Loose screws

Loose screws may simply be tightened with an eyeglass repair screwdriver or by an optical professional. For recurring screw loosening issues,  the optical professional may apply Loctite (glue) to the thread of the screw before screwing it into the frame helps provide additional support and reinforcement to the frame.

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Stripped or broken screws

If a screw has been stripped or broken, it must be drilled out and, in some cases, rethreaded. It is suggested to visit a jewelry repair store to help remove a stripped or broken screw, as jewelry repair stores generally have the proper tools necessary to remove broken or stripped screws from a frame.

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Faulty hinge spring

A faulty spring mechanism hinge may cause the temple to have a loose or wobbly feel to it and also make the temples difficult to fold. Frames with faulty spring hinges are covered under the Warranty.

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Replacement nosepads

Universal replacement silicone nose pads are generally offered in a push-on, clip-on or screw-on styles and are designed to fit most frames that accept silicone nose pads. Most optical stores carry spare universal silicone replacement nose pads. We offer both clip-in and screw-in replacement silicone nose pads in a variety of sizes for an additional cost. 

Certain manufacturers who use their own unique nose pad mechanism may not be compatible with universal fit nose pads. In this case, replacement pads may need to be obtained directly from the manufacturer. Existing customers may Request Order Assistance to request extra nose pads. Based on the manufacturer, certain fees may apply.

Replacement Nosepads
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Rimless bushings

Many rimless drill-mount glasses use bushings to secure the lens into the frame. Over time, these bushings can become worn or even separate, dislocating the lens. As a normal part of rimless glasses maintenance, it's suggested from time to time to have the bushings tightened, re-fastened, or just have the bushings replaced entirely. The type of bushings used in the frame may vary based on the brand or frame type. However, single and double-prong bushings are common among many frames and generally fit universally and can be found in most optical repair stores or in our frame catalog.

Rimless lens bushings
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Frame Quality Issues

Sweat and body oils can have an acidic effect on the frames which can cause corrosion. Wearing frames without cleaning them for prolonged periods of time can cause corrosion or mildew. Each individual may have different hygiene or acidic levels therefore it is recommended for the wearer to keep the glasses as clean as possible for their particular circumstances to reduce any chance of corrosion. Many optical stores also have hypersonic cleaners that help remove corrosion but will not reverse any damage to the paint. Frame corrosion is generally considered standard wear and tear and is not considered defective.

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Chipped paint

Paint chipping is generally caused by the frames being scratched or damaged in some way. This can commonly occur while trying to install lenses. Although minor chipping can be improved with touch-up paint, paint chipping is generally a form of damage and not covered under the warranty. Therefore, it is suggested to be extra careful when having the lenses installed into the frames, as this can lead to chipping if done improperly.

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Degraded quality or minor changes

Eyewear parts and components are generally produced in numerous batches from different factories across the world. Since we only offer new products they will generally be from the latest batch from the manufacturer. The manufacturer of a particular brand may opt to have a batch of eyewear produced by a different factory, which may result in minor changes in style, components, and overall quality of the item. Therefore, the same eyewear seen elsewhere may be from a prior batch and can sometimes have minor differences from eyewear that is produced in earlier batches. This issue is generally outside of the retailer's control as the retailer is not the manufacturer of the product. Although the merchandise may not be the exact same as an earlier batch, the eyewear is still considered to be authentic eyewear that is now being distributed by the manufacturer.

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Crooked or warped frames

All frames without lenses will arrive brand new directly from the supplier. It is possible for these frames to sometimes arrive crooked or out of adjustment, especially when additional lenses aren’t purchased at the same time. A physical adjustment or fitting by a local optical store generally resolves any issues related to the frames being crooked along with making the frame more comfortable to wear. If having lenses installed by another optical store, they would generally also provide the adjustment and fitting which would resolve a crooked frame.

Crooked frames are generally not considered defective products, since they are meant to be adjusted and fit to the wearer in person. Although we pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment, not all heads are shaped the same. Therefore, having the frames personally fit and adjusted in person at an optical shop is always recommended.

If unable to have the frames adjusted and fit at a local optical store, the frames may be sent back along with pictures of the wearer including any specific instructions, and we will adjust the frames to our best ability. Please see the Warranty section for details.

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Random color frames

Certain glasses that come in stylish and vivid color patterns with numerous colors (like Tortoise Shell, Safari, or Havana) are not always guaranteed to be the same on every frame. The colors are placed randomly on a per-frame basis and are not replicated in the same fashion on every frame. It is always expected to receive a random color pattern on each individual frame.

A one-time exchange may be requested for another frame of the same as per the Returns Policy however, vetting out a customer acceptable pair through numerous exchange requests is not currently available. Each replacement is provided directly from the manufacturer. Therefore, it is not guaranteed the randomized patterns will be placed on the frames in a particular way.

Random Frame Color Patterns
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Still have questions?

Contact our support department for further assistance. Customer service