FAQ

We accept the following payment methods: Shopify payment, Strip, MasterCard, Visa, American Express and Discover. We only take payment once your order has been shipped. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

We’re not currently in-network with any insurance providers, but it’s easy to apply for reimbursement for your purchase. Once the payment is completed, we can provide you with a shopping voucher which you can provide to your insurance company for reimbursement purposes. Contact us for the invoice via service@optical5.com

Yes, we do. 

To use your HSA or FSA card to pay online, follow these steps:

1. Make sure your HSA or FSA card is activated and has sufficient funds.

2. When checking out on the website, select the option to pay with a credit card.

3. Enter your HSA or FSA card information in the credit card fields. The card may be labeled as a Mastercard, Visa, or Discover card.

4. Submit the payment and wait for the transaction to be authorized.

5. Keep the receipt or confirmation of the purchase for your records and for potential reimbursement by your HSA or FSA provider.

 

Prescription colorblind glasses are included in FSA & HSA. For non-prescription colorblind glasses and other types of insurance, you'd better contact your health insurance provider.

After payment, we usually require 4 business days to process the glass and the leses. And then, it takes 5-8 business days devliverying to you. Your glasses will usually reach you faster, but may take the full 12 business days depending on the complexity of your prescription and the package you selected. 

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at service@optical5.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Since glasses are lightweight, our shipping fee is only $4.99 as long as it is within three pairs of glasses.

US customers: We ship through USPS.

Canadian customers: we ship through the Canada Post.

UK customers: we ship through UPS.

Australian customers: we ship through the Australia Post.

For all other countries: we ship through UPS.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via service@optical5.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

We ship to most regions worldwide. Our business service mainly covers the United States, Canada, Australia, the United Kingdom, Singapore, and Indonesia.

Yes. We’ll provide the tracking number through the delivery confirmation email. You can click Track my order and enter the tracking number received in the email to check the delivery status. 

Of course, you can. You can fill in any information when placing the order and add a note in the order saying "prescription to be sent later". Our staff will contact you by email. You also can contact us via service@optical5.com. This way, you can lock in the promotional price during our sales to prevent the price from rising after the promotion ends. 

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. 

Please contact our customer service team via service@optical5.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

In simple terms, the first step is to choose a frame, the second step is to click "Select Lenses and Buy", the third step is to fill in the prescription and pupillary distance according to the prompts, and the fourth step is to select the lenses and add them to the shopping cart. Finally, proceed to checkout and complete the payment to finish the order. For the details, please visit https://optical5.com/blogs/news/how-to-order-glasses-online

You'll need to know your PD if you want to order from Optical 5. Don't worry if your glasses prescription doesn't include your PD, we have a function named "Find my PD" on the prescription form page while you click "Select Lenses and Buy". You just follow the function instruction and will get your PD. If you still cannot make it, just contact us via service@optical5.com

Progressvie Lenses. We need progressive lenses because they can provide a seamless transition between different prescriptions for distance, intermediate, and near vision. This means that people who have presbyopia (age-related difficulty in seeing close objects) can enjoy clear vision at all distances without the need to constantly switch between different pairs of glasses.

Good question! With our Face Shape Guide, you'll learn that there's a frame for everyone — and we can tell you what the best fit is for you!

Of course! In the first step of Lens Selection select NON-PRESCRIPTION lenses.

We sure do. Come check out our Kids' Eyeglasses.

We have a huge selection of men's and women's styles, with over 12 unique tinting options. You can also turn any eyeglasses frame into a pair of shades with our sun tint option!

Yes! We offer proprietary photochromic lenses. First select your eyeglasses frames and then select Photochromic after you enter your prescription during lens selection.

For bifocals, frames must be at least 28mm. Progressive lenses require a lens height of 30mm.

Knowing the right measurement for your frames is important when shopping for glasses online. Check the inside of the temple arm and there should be some numbers there. These numbers are your frame measurements. If you can no longer read the numbers on the inside of your frame, you can always try measuring by hand. Just remember, when measuring frame width, you need to measure from temple screw to temple screw. For temple length you need to measure from the temple screw to the temple tip.

Unfortunately, no. Due to the way basic color tint and photochromic are applied, they cannot be added to the same lens.

Yes. Choose "Frame only" while clicking "Select Lens and Buy"

Unfortunately, no.

Our industry standard lenses are made of lightweight CR39 and polycarbonate plastic. Our quality lenses come in six different refractory indexes. See our Lenses page for more information.

Typically, 60% of the lens height is reserved for distance vision and 40% for reading

PD, or pupilalry distance, is the distance in millimeters between the center of one pupil to the other measured in millimeters. Your PD is usually included in your prescription. If not, you can measure your PD yourself or contact your eye doctor to measure it for you. Besides, you can use our PD measurement function through clicking "Find my PD" on the prescription form page.