Eyeglasses - Frequently Asked Questions

1.1 What forms of payment do you accept?

For USA customers: We accept Visa, Master Card, American Express and PayPal.

For Canadian customers: We accept Visa, Master Card, Discover and PayPal.

1.2 How do I cancel my order?

Please contact customer service at 1-888-404-7317 as soon as possible. If your order has not been processed, we can cancel it right away. If your order has been processed but not shipped, there will be a 3% cancellation fee to recover merchant fees.

1.3 Are your prices in Canadian or US currency?

If you are located in Canada, the prices are quoted in Canadian dollars. For our US customers the prices are quoted in US dollars. You can refer to the top right corner of the homepage to confirm which currency you are shopping in.

1.4 I have placed an order through PayPal but have yet to receive confirmation. Did my order go through?

If you do not receive a confirmation email from VisionPros within 15 minutes of placing your order, then your order did not go through. There may have been a problem processing your Paypal transaction. This could be due to many different reasons. The funds may be pre-authorized by Paypal and it usually takes 3-5 business days to be removed. Once the pre-authorization has been removed you will see your funds back in your account. You can place your order again using a credit card or if you would like to try using Paypal again, you will need to contact Paypal and ask them why the transaction is not going through.

1.5 My credit card is declining, but I have enough funds.

You will have to contact your credit card company by calling the 1-800 number on the back of your credit card. Some credit card companies have an international block on your card, which prevents you from buying from a Canadian company. By calling them, they can remove this block for you and we can process your transaction.

1.6 My order has been “Pending Approval” for quite some time now, why is this?

There was a problem with your order when it was processed. Please kindly refer to the email sent to you after purchase. Please email us (info@visionpros.com) or call us (1-888-404-7317) as soon as possible with the information we requested to complete your order.

1.7 Does my shipping address and billing address have to be the same?

We are only able to ship to addresses that are associated with the credit card used for purchase. If you would like to ship to an alternate address, please contact the 1-800 number on the back of your credit card and update the billing address on file or request to add a secondary address on your account. We will need to verify the update has been made with your credit card provider. Another option is to checkout through PayPal to avoid having to contact your credit card provider at all.

1.8 Where do I enter a coupon code?

In the order process, you will be asked for the coupon code before you finalize the order on the review/submit page. The code will deduct the discount from the final price, before it is submitted. Please be advised that only one coupon code can be used per order.

2.1 Can I purchase glasses with a prescription that I have for contact lenses?

Occasionally, an eyeglass prescription is the same as a contact lens prescription. However, we recommend that you obtain an eyeglass prescription along with a PD measurement from your eye doctor as the contact lens and spectacle prescriptions are generally different.

2.2 How do I submit my prescription?

Once you’re ready to checkout, you’ll be asked to email the image of your prescription to info@visionpros.com or fax it to us at 1-888-404-7317.

2.3 How to read your prescription

3.1 How long until I get my order?

Processing Time

Product TypeProcessing Time
Eyeglasses and Sunglasses2 – 9 business days
Progressive Eyeglasses2 – 9 business days

NOTE: Orders placed on weekends and holidays will be processed the following business day. Be advised that we cannot ship all orders the same day that we receive them, so please plan accordingly.

Shipping Time
Shipping TypeShipping TimeShipping Cost
CANADA
Canada Post Expedited3 – 6 business daysFREE (on $89+ with code: VPFS)
Canada Post Expedited3 – 6 business days$9.99
Canada Post Xpress Post1 – 3 business days$12.95
UPS Overnight (no PO box)1 – 2 business days$19.95
FedEx Priority Overnight (no PO box)1 – 2 business days$24.95
USA
United States Postal Service5 – 7 business days$13.95
FedEx 2-3 Day (no PO box)2 - 3 business days$19.95

*All shipping times are estimated business days after your order has shipped. Please be advised that weekends and holidays are not considered business days.

3.2 Why is shipping to the US expensive?

As we are a Canadian company, we incur fees while shipping across the border. The extra costs will cover any brokerage charges and duty fees when your package clears customs.

3.3 How can I get my order any faster?

For USA customers: We offer USPS shipping which is 5-7 business days. For an additional cost, we now have the option for our US customers to select FedEx shipping.

For Canadian customers: We do offer a few forms of faster shipping. For an additional cost, we have the option for our Canadian customers to select Canada Post Xpresspost, UPSand FedEx.

See chart above for costs.

3.4 I received a US tracking number but there is no activity. Where are my glasses?

If your order has been assigned a tracking number but it has not updated, this means the glasses are currently crossing through US customs. Once the package clears US customs, your tracking number will update. This can take anywhere from 24-48 hours.

Please note if your order was shipped Friday, your tracking number will not update until 24-48 hours after the following business day.

3.5 I entered an incorrect shipping address when my order was placed/my package is being returned to sender/my package has been rejected; how do I have the package re-shipped?

In the case that your package is being returned to sender, we must wait for the package to arrive at our facility before re-shipping. Once we receive your package, we will contact you to update your address. A new shipping fee will be required to ship to your correct address. A refund can be applied if requested, however this will include a 10% restocking fee and the original shipping charges and any insurance fees are nonrefundable.

3.6 My tracking number states delivered but I have yet to receive it. Can you help me with this issue?

For US customers: If you have not yet received this package, we do ask that you check your local USPS office. Many times the package is re-directed and ready for pick up. If they do not have your package, please gather the supervisor’s name and phone number, and contact us with this information. We will then contact USPS on your behalf to initiate an investigation to locate your package. The $6.95 insurance fee will cover a replacement package should the carrier declare your package lost. Please note we are unable to provide a refund for packages that are showing delivered. If your package was shipped via FedEx, please contact our Customer Care Team so we can initiate a claim on your behalf.

For Canadian customers: If you have not received your package, please kindly contact us by phone or email so we can initiate an investigation with CanadaPost or Fedex to have the package located and delivered ASAP.

3.7 What is the $6.95 Vision Insurance fee?

This is a mandatory vision insurance fee of $6.95 for all orders. This fee will insure your package through VisionPros should it become lost or damaged in transit. (An investigation will need to be completed with the postal service before a replacement package can be shipped). Your order is also insured against any damage/defective product. If you receive a defective product, a replacement will be issued at no cost. If your prescription changes within 1 year of your order date, a pre-paid return label will be offered to send them back for refund/exchange.

3.8 What happens if my order is missing, lost or damaged?

Any claims for missing, lost or damaged packages must be initiated with VisionPros within 45 business days. Please verify your order is correct as soon as you receive it. The $6.95 vision insurance fee will cover the cost of replacing any packages that may become lost or damaged in transit. The postal company deletes the tracking information after this time period has elapsed and thus we are unable to assist in providing replacements after this time period.

4.1 100% No-Risk Satisfaction Guarantee

Our 100% No-Risk Satisfaction Guarantee means that you can trust VisionPros to deliver high quality, authentic brand name eyeglasses to you. If for any reason you are not fully satisfied with your new eyeglasses, we offer a 100-day Exchange and 30-day Refund Policy that begins when you receive your glasses.
Please note:

  1. All returns are inspected upon arrival. Exchanges and refunds will be issued when it is deemed the returned product is unused and in its original condition, with all the original packaging intact.
  2. Please ensure that product is returned via "signed for delivery" and a certificate of posting is obtained. We do not accept liability for any product that incurs damage in transit during the exchange process, so please ensure that both the packaging and delivery method are secure.
  3. When we re-ship an exchanged product, the cost of re-shipping is an additional fee to be paid by the customer.
  4. The shipping charges of your original order are non-refundable.

4.2 VisionPros’ 365-Day Warranty Policy for Glasses and Sunglasses

VisionPros stands behind the exceptional quality provided by the world's best brands. With most brands, the manufactures' warranty will be available worldwide. For others the official warranty may not be available in your country due to brand policies and agreements. In this case, we offer our own exclusive 12-month warranty against all manufacturers' defects* without exception. We strive to efficiently resolve defect issues by offering replacements or replacement parts free of charge within that 365 Day period. Note that damage to frames or lenses caused by general daily wear is not covered by this guarantee.

*Manufacturers' defects: refers to defects arising from the manufacturing process usually refers to defective hinges, welding points, discoloring, etc. These DO NOT include damage from ‘wear and tear’ usage, or harm arising from product misuse or accident.

5.1 Do you accept Vision Insurance?

If you have an extended medical plan that includes vision coverage, then you can submit an itemized receipt to your insurer for reimbursement for your VisionPros.com purchase.

  1. Verify your extended medical plan includes vision benefits. The reimbursement amount you receive is based on your individual plan.
  2. Place your order with VisionPros.com.
  3. Promptly submit the itemized receipt you received in your VisionPros.com shipment to your insurance company.

5.2 I want to immediately submit my receipt to my insurance provider. What do I do?

No problem. A sales receipt is emailed to the email address provided immediately after purchase. If you do not see it, please check your junk folder. Do not hesitate to call us if you have any questions.

5.2 Can I use my flexible spending accounts (FSA) or health savings accounts (HSA) for payment?

Yes! VisionPros.com accepts both FSA and HSA for payment as long as the benefits card is associated with a major credit card. (Look for a credit card logo on your FSA/HSA card to confirm association.)

6.1 Why do we need Gaming Lenses or Blue Guard Technology?

High Energy Visible light (HEV) is a relatively new discovery that poses a threat to eye health. HEV is prevalent indoors, emitted by such household items as compact fluorescent lights, and largely from digital devices such as computer screens, tablets, smartphones and televisions. The more we are learning about certain wavelengths in the blue violet light spectrum and the impact of those wavelengths on the retina, specifically the retinal pigment epithelium (RPE), the more we believe that selective blue light filtering should be standard on all ophthalmic lenses.

Our new generation Blue Guard lenses take a sophisticated approach to filtering HEV blue light, using specially-designed transmission curves to block out short wavelength, or bad blue light and let in some long wavelength, or 'good blue light.' Our Blue Guard technology is not merely a coating on the lens, but rather a treatment to the polymer that makes up the lens. Whereas a coating can wear over time, our Blue Guard technology is an inherent property of the lens, making it superior to a coating. To add even more comfort, one could add a visual enhancement tint to soothe the eyes further by giving better image contrast from the screen.

This technology should be utilized by everyone, starting with children, since RPE damage can be cumulative and begin to affect unprotected eyes at a young age. In fact, anyone who uses a computer, tablet, or smartphone should be protecting their eyes from this HEV blue light. The following is a list of who should definitely be wearing these type of lenses:

  • Graphic Designer
  • Computer Programmer
  • Gamer
  • Web Developer
  • Data Entry
  • Over 2 hours/day of either computer, tablet or smartphone use

Once you begin wearing these computer protective eyeglasses, you will feel the difference that day as your eyes will be more relaxed by not feeling the strain and fatigue every time you work.

Please click here for more info: The Vision Council Report

6.2 What are Polarized Lenses?

Generally, instead of being scattered in random directions, light reflected from surfaces such as a flat road or smooth water is horizontally polarized. This creates an annoying and sometimes dangerous intensity of light that we experience as glare. Polarized sunglasses contain a special filter that blocks this type of intense reflected light, cutting glare to improve comfort and visibility.

Outdoor enthusiasts who benefit the most from polarized sunglasses include boaters, fishermen, skiers, bikers, golfers, and joggers. Polarized lenses give the wearer the experience of a clearer view because of the elimination of glare and reduction of eye fatigue. These sunglass lenses can also be beneficial for driving to reduce glare from long, flat surfaces such as the hood of the car and the road's surface.

7.1 Adaption to any new lenses

Although most individuals experience little or no symptoms of adaptation to new eyeglasses, it can take up to 4 weeks to fully adapt. Here are a few things to consider:

  • Wear your glasses as much as possible for quicker adaptation. By doing so, even if you don’t require them all the time, you will likely adapt to your new glasses much quicker.
  • It is your brain (and not your eyes) that usually needs the time to adapt to any new glasses. This is especially true even with minor prescription changes. Initially your glasses may feel ‘too strong’, you may experience some initial depth perception changes and find yourself consciously turning your head in order to obtain the best vision. During this time it is also common to experience mild and short eye aches.

7.2 Adapting to Progressive Lenses

Here are some things to keep in mind while adjusting to progressive lenses for the first time:

  1. Head up, eyes down and move the reading material at first. To find the best clarity for reading up close, when you first get your lenses, hold your head still, lower your eyes, and then move the reading material left and right to locate the clearest spot.
  2. Turn your head when you look at something down and out to the side. This allows you to always look through the central area of your lenses. Initially, you may notice a slight distortion in your periphery when you move your head side to side, but you will not be aware of this after a short period of time.
  3. Remember that the lower reading area of your glasses is made to focus at a near distance. If you need to look down at something with your progressive lenses on (such as going down street curbs or stairs), you simply tilt your head down more than you usually would so you are looking through the distance prescription portion, and over the reading portion of your progressive lenses.
  4. Walk before you drive. You should not drive in your progressive lenses until you feel comfortable in them while walking in and around your home.

8.1 What are the different types of eyeglass lenses I can choose from?

High-index plastic polymers, Trivex, polycarbonate, CR-39 plastic, and crown glass.

8.2 Can I just buy eyeglasses off the shelves? What would the harms be?

Ready readers won’t damage your eyes but may cause headaches, eyestrain or tired feeling eyes if you’re not wearing a power that is suitable for you. They are essentially magnifying glasses worn in front of the eyes.

Those with very mild presbyopia who only wear reading glasses very occasionally and aren’t bothered about the way their glasses look, may feel that ready readers are a convenient option.

8.3 How do bifocal works? How to know if I need them?

If you are located in Canada, the prices are quoted in Canadian dollars. For our US customers the prices are quoted in US dollars. You can refer to the top right corner of the homepage to confirm which currency you are shopping in.

8.4 How often should I get a new pair of eyeglasses?

You should get a new pair if your prescription has changed; your doctor will let you know. Therefore, it's important to know how often to visit the eye doctor. It depends on many factors, but as a general rule, you should go once every one to two years. Your doctor can tell you what schedule is right for you.

8.5 Why are some lenses so thick? Can I buy it thinner?

The thickness of your lenses is a result of the physics behind your prescription. To make it thinner there are a few things that can be done such as changing the lens index, up to a point. Choosing a lens index that’s higher than the recommended lens index won’t make the lens thinner, and you’ll end up paying more for no improved result.

8.6 What is the difference between titanium and steel in eyeglass frames?

Titanium: is a silver-gray metal that's lightweight, durable, strong and corrosion-resistant. It has been used for everything from spacecraft to implantable medical devices such as heart valves. Titanium eyewear can be produced in a variety of colors for a clean, modern look with a hint of color. And it's hypoallergenic.

Stainless Steel: Qualities of stainless steel frames include light weight, low toxicity and strength; many stainless-steel frames also are nickel-free and thus hypoallergenic. Stainless steel is readily available and reasonably priced. It's an alloy of steel and chromium, and may also contain another element. Most stainless steels contain anywhere from 10 to 30 percent chromium, which provides excellent resistance to corrosion, abrasion and heat.

8.7 What is the difference between acetate and regular plastic?

The main difference is the durability: acetate plastic glasses are a lot more durable and less brittle than standard plastic. This type of plastic is extremely light weight and has good flexibility to it. Acetate frames are carved out of rich colored blocks some of which have patterns embedded to it, while standard plastic is produced with injection molding, needing to be spray-painted in order to achieve patterns or shine.