We value customer satisfaction above all else, so we have put together a list of the questions we hear most frequently to streamline your shopping experience. Have a question about buying glasses from viziooptic.com? Check here first, and if you don’t see an answer, contact us.
Q: How do I buy eyeglasses and sunglasses on viziooptic.com's web site?
Buying glasses on our website is easy and fast! If you don’t know your frame size, look at frames you already own or stop by a local eyeglasses store to get them measured. If you need prescription lenses, you can get your prescription and PD (Pupillary Distance) measurement from your optometrist to send to us. Then all you need to do is find the eyeglasses or sunglasses you like best on our site and order them using our secure shopping cart system.
Q: What frame size do I need?
Knowing your frame size is an important part of buying eyeglasses and sunglasses. You can either find the size on a pair of frames you wear comfortably or visit a local optical store to get measured by a professional. You’ll get a better, more comfortable fit by going to a pro – eyeglasses and sunglasses should be custom fitted by an optician to fit your face and its shape correctly.
To find the size on a pair of your eyeglasses or sunglasses, look on the inside of the temples – the size may be listed on the arm piece or the back of the bridge. Note: Frame sizes are written in millimeters and include three different measurements:
Eye Size/Lens Width: This is measured from the outermost edges of lenses horizontally, and the typical size range is 40-62 mm
Bridge Size/Lens Distance: This is the distance between the lenses in a frame, and the typical size range is 14-24 mm.
Temple Length: This is the length of what are commonly known as the arm pieces, and the typical size range is 120-150 mm.
Q: Can I call you for assistance or advice while I shop?
Absolutely! We are committed to helping our customers find the best eyeglasses and sunglasses, so we’re happy to talk you through the process of selecting and buying perfect frames. You can reach us at 866-411-9428.
Q: What forms of payment do you accept?
We gladly accept MasterCard, Visa, Discover Card, American Express, PayPal, and wire transfers. Sometimes we may request additional information during checkout for security purposes when you pay via credit card. We may also contact you prior to shipping your order to verify payment or shipping details. Note that overseas orders must be paid for by PayPal or wire transfer. Please contact us by phone (866-411-9428 or 617-739-4141) or email (email@example.com) for assistance if you wish to pay for your purchase with a wire transfer.
Q: When will my order be processed and shipped?
In most cases, in-stock items ship within 24 hours. U.S. holidays may disrupt our shipping schedule, but be assured that all orders are shipped as soon as possible. Because many of our eyeglasses and sunglasses frames come direct from Europe, pre-order frames may require additional shipping time. Special orders can take two to three weeks to process and ship. Shipping delays can happen, but we will always notify you if there will be a delay longer than two weeks.
Q: How much does viziooptic.com charge for shipping?
We offer FREE STANDARD SHIPPING in the U.S on all orders over $149, along with faster options for a small charge. Orders under $149 are charged a flat shipping rate of $6.95. All orders are shipped by UPS or United States Postal Service (USPS). If expedited shipping is needed, it is an additional $19 for two day shipping, $29 for three day shipping, and $39 for overnight shipping.
We understand that some people would prefer to have their packages shipped via another carrier, so please contact us if you would rather use another carrier and we accommodate your request if possible.
For international orders, we offer shipping through FedEx to reduce overseas shipping costs. Shipping through FedEx to anywhere in the world is a flat rate of $49 USD. We also offer a special shipping rate to Canada and Puerto Rico for $29 USD.
International customers may have to pay import taxes – before you place your order, research your destination's import taxes.
Q: What is viziooptic.com ‘s Returns & Exchange policy?
Frames that are returnable are fully refundable within 14 days of receiving the item. Any frame that is a discontinued style, specially ordered, and custom made is a final sale. Because prescription lenses are custom-made, these are a final sale. Please review our return policy to learn more about which frames are refundable.
Returns must be initiated within 14 days – if you are not completely satisfied with your purchase, send back unworn items, accompanied by a receipt, postmarked up to 14 days after you have received the item.
Customers are responsible for the return shipping cost. Your account will be credited within 2-3 business days of our receiving your unwanted items.
Because we understand how important prescription lenses are to our customers, we guarantee 100% accuracy on all prescriptions. Incorrect prescription lenses will be remade at no charge. To ensure accuracy, please confirm your prescription with your eye doctor before submitting your order. If you feel that your prescription has changed, we recommend that you have an eye exam before buying lenses and frames.
We reserve the right to refuse returns – in cases where a return is refused, the items will be sent back to the customer and is ineligible for refund. Returns may be refused when:
International customers should declare returned items as "Returned Item Without Value" – the customer is responsible for any duties levied by U.S. Customs.
Q: Can I Cancel My Order?
Most eyeglasses and sunglasses orders are processed and shipped within 24 hours, so we allow up to 24 hours to cancel orders placed on our web site or through our customer service operators.
Our cancellation policy does not apply to orders that include prescription lenses because all prescription lenses are customized to the prescription and to the frame itself. Consequently, prescription lenses cannot be returned once ordered. Prescription lens orders will incur a 50% cancellation fee.
Q: Do the eyeglasses or sunglasses frames you sell come with a warranty?
All warranties on our merchandise are provided by the eyeglasses and sunglasses manufacturers and designers. Warranties do not include neglect or misuse of frames.
Every pair of frames we sell comes with a one-year limited manufacturer’s warranty covering manufacturer’s defects from the date of purchase. Many product warranty claims are best dealt with directly through the manufacturer.
Manufacturer’s defects can include structural design, hinges, welding points, and coloring defects.
Manufacturer’s defects DO NOT include frame damage caused by misuse, tarnish or scratching due to everyday wear, damage by pets or vehicles, crushing or bending of frames, or any other damage incurred after the eyeglasses or sunglasses have left the manufacturer.
If you’re unsure whether frame damage falls within the manufacturer’s guidelines for defects, please contact us at 866-411-9428 or firstname.lastname@example.org.
Frames sold “On Sale” or at reduced prices are sold as-is and without warranties. Viziooptic.com reserves the right to refuse any warranty claims on frames brought to other optical professional for lenses. We cannot guarantee that another retail outlet or lab will not damage frames purchased through us.
Q: Is there a warranty on your prescription lenses?
Our prescription lenses come with a unique scratch-resistant coating at no additional cost, but lenses are subject to scratches under certain conditions. We recommend that our customers handle and clean their glasses correctly at all times to ensure blemish-free lenses.
Q: What is the best way to take care of my eyeglasses and sunglasses?
With every order, we ship a high-quality microfiber cleaning cloth that will clean your new eyeglasses and sunglasses without damaging them. We tell all of our customers to prevent accidental damage or breakage by always storing glasses in the specialty case made just for them.