General
A: You may have chosen to create an account while placing an order with us (even if you haven’t set a password yet). Within your account, you can view your order history, check your order status, and print invoices for previous purchases. If you checked out as a guest or are logging in for the first time, you can set your password by selecting “Create an account” under “I’m new here” on the sign-in page.
A: If you are buying for the first time with us, we do require you to create a user account. This provides you with a personal section where you can track your order and also contact us regarding an order update if necessary. Your password and username are known only to you and must be kept secure at all times.
A: All frames come with a 2-year manufacturer’s warranty. This covers manufacturing faults on the frame but does not include accidental damage or wear and tear. Proof of purchase is required for any faults to be repaired under the manufacturer’s 2-year warranty. We may ask that you provide photographs showing the suspected fault before requesting the return of the item.
Orders
A: To place an order, browse our products, add your desired items to the cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.
A: Orders can be canceled or modified within 2 hours of placing the order. Please contact our customer service team as soon as possible to request changes.
A: If you wish to cancel your order, please contact us to do so as soon as possible. Any cancellations made during working hours, before your item has been dispatched, will be accepted. If your item has already been dispatched, we will be unable to make any amendments to the item.
You may cancel your order before we process your order:
- For a full refund, cancel within 12-18 hours before we proceed with your order.
- If you cancel your order before shipping (which takes 2-4 business days), you will receive an 80% refund. We will charge a 20% restocking fee.
- All refund amounts will take seven to ten business days to be credited to your account/credit/debit card, where the transaction was originally made. We will not issue refunds in cash or check under any circumstances.
- We have a three-step verification process with evidence for all refunds.
Successful cancellations will be refunded within three to five working days.
If you receive your item and decide you would like to change your order, you are welcome to make an exchange.
A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and other payment methods as indicated at checkout.
Prescription
A: Once you’re ready to check out, you can upload an image of your eyeglasses or contacts prescription to your order by snapping a photo or filling it in manually. If you’ve already placed an order, log in to your account to upload an image of your prescription.
A: Your PD (Pupillary Distance) is the distance between the centers of your pupils. You can measure it yourself using our guide on the site when you make a purchase. If something goes wrong and we do not receive your measurement, we will set your PD to the national average (63mm for men and 60mm for women).
A: We can offer a maximum prescription of +6 or -6 sphere (SPH) and + or - 4 cylinder (CYL).
A: Yes, you can have prescription sunglasses made in many frames available on the website. Choose your frame, tint color, and select either medium or dark. If your choice is unsuitable for your prescription, we will provide alternative options.
A: It all depends on the prescription. We offer single vision lenses ranging from +8 to -12 for our online customers. We recommend the LC-HD lens if you don't want to see a thick lens outside of your frame. If your prescription is outside of this range, visit us at your nearest store and we will get you in the perfect pair.
A: Yes. Your eyes and vision can change from year to year. Eye exams can catch early signs of diseases like diabetes, glaucoma, and high blood pressure. A regular eye examination should be part of your health routine, even if you're not experiencing vision problems.
A: Yes, we offer purchases of sunglass frames with their demo lenses. If you want the frame with the lens you see, select 'Add a Lens' then choose 'Plano' for the lens option. Once you are in the cart, select 'I Don't Need a Prescription' and fill in the rest of the information.
A: Your order will be processed immediately and generally delivered within 5-7 business days in the USA. Some orders may take longer, depending on the complexity of your prescription and the manufacturing process of your lenses.
A: Please notify us immediately by email or phone. All our spectacles leave our prescription house in A1 condition and are checked by our quality control department. If accidents happen in the post, we will resolve the issue immediately.
A: Yes, we accept medical cards as payment.
A: We offer a 12-month guarantee from the date of purchase on all frames.
A full refund is offered (excluding delivery charges) with any product that you wish to return. Items are only eligible for a refund if they have not been opened, used, or damaged and if they are in original condition. Prescription glasses will involve a 10% restocking fee since they are a custom prescription product.
However, if we have made a mistake with your order, then we will be happy to offer a refund of all costs, which also includes money spent on postage and packaging. A receipt or proof of purchase is required.
Refunds will take up to seven to ten working days to reflect in your account once accepted. If you do not see your refund, please check with your bank and confirm. If you have double-checked, please contact us.
A: Notify us within 24 hours by email or phone at +1 (847) 884-7150. Orders are processed quickly, so please have your prescription and delivery address at hand. Double-check all information when ordering on the website.
A: Eyeglasses: If you're having ongoing trouble with your pair, contact us to determine the issue and ensure your prescription is correct. Contact lenses: If you experience irritation or other issues, remove your lenses and contact your doctor. If you received your prescription from us, call us to schedule a follow-up appointment.
A: Follow these rules of thumb:
- Your pupils should be near the center of the lens
- Lenses shouldn’t extend past the side of your face
- Eyebrows should not be inside the glasses
- Cheeks shouldn’t push the frames up when you smile
- Frames shouldn’t slide down your nose
For adjustments, visit our retail locations.
A: Whether we can fill your prescription depends on the values, lens type, and brand indicated by your doctor. Check our contact lens offerings to see if we carry the lenses prescribed by your doctor.
Virtual Try-On
A: Virtual Try-On is a feature that allows you to virtually try on eyeglasses and sunglasses, seeing the realistic color, texture, and size of each style.
A: Use our app on iOS or Android, or access it on our website with a front-facing camera. Navigate to the frames you’d like to try and select "Try on virtually."
Eye Exams
A: Yes, we offer eye exams at 1859 W Goal Rd, Schaumburg, IL. You can book an appointment with us online or call us at +1 (847) 884-7150. Our professional staff is ready to assist you with all your eye care needs.
You can book an appointemnt online or call us at +1 (847) 884-7150
Insurance
A: We are a provider for several insurance groups. Check your coverage and learn more on our Insurance page. If we are considered out-of-network for your carrier, you can apply for reimbursement if you have an out-of-network benefit.
We accept major commercial insurances and VSP as out-of-network for in-store purchases only, but not for online purchases. It is advisable to ask your insurance company if they offer out-of-network benefits and then send an itemized receipt to your insurance for reimbursement.
A: Many plans cover one pair of prescription eyeglasses, prescription sunglasses, or contact lenses, as well as an annual exam. Non-prescription items cannot be purchased with insurance. This depends on your insurance allowed benefits, we recommend contacting your insurance company.
Shipping
A: We use USPS, UPS, or FedEx, depending on your selected shipping method (standard or overnight). Once your order is confirmed and dispatched, you will receive personalized text messages or emails advising of the time and date of your delivery to ensure that your parcel is delivered in the shortest time possible.
A: We offer standard, expedited, and express shipping options. Shipping times and costs vary depending on the delivery method and destination.
A: Once your order is shipped, you will receive a tracking number via email. Use this number on our website or the carrier’s website to track your package.
A: We do not offer international shipping. We only ship to the USA and Canada. Shipping fees and delivery times vary based on the destination.
Returns and Refunds
A: You may return glasses within seven business days if there is a genuine manufacturing defect, including the frame and lenses, for a 60% refund of the original cost before tax and shipping.
For any other reason, if you do not want the glasses and return them, a 50% restocking fee plus shipping charges and sales tax will be deducted. The end users (consumers, customers, or patients) are responsible for return shipping charges.
If the returned item(s) are found broken, damaged, or with any missing parts for any reason, we will apply charges based on the condition of the returned products. The end users will see these charges on the final credit invoice. We may provide visual evidence upon request within 30 days.
A: To return an item, please contact customer service to receive a return authorization. Call us at +1 (847) 884-7150 for assistance.
A: Refunds will take up to seven to ten working days to reflect in your account once accepted. If you do not see your refund, please check with your bank and confirm. If you have double-checked, please contact us.
Products
A: Yes, all products sold on Lens N Specs are 100% authentic and sourced directly from trusted suppliers.
A: If a product is out of stock, you can sign up for notifications to be alerted when it becomes available again.
