Build A Pair FAQs

General

How does Build a Pair work? 

We’ve made our Build a Pair as easy and straightforward as possible. Follow the prompts to choose your Chassis and Lenses, and let us do the rest! We’ll send you an order confirmation and tracking information once you’ve confirmed your selections and placed your order. Feel free to reach out to us at team@hellovisionist.com for any questions you might have along the way. 

How long will this process take? 

Crafted at our in-house lab, non-prescription orders may take up to 5 business days to ship. Prescription lenses made in our Classic or Faceted Shapes may take up to 10 business days to ship. Prescription orders made in our Diamond Cut Shapes may take approximately 4 weeks to complete. Expedited shipping can speed up delivery of the final product once it’s shipped, but will not expedite the production timeline due to the custom nature of these orders.

What are the benefits of buying glasses online? 

There are many pros to buying glasses and lenses online! Perhaps the most enjoyable perk is that you don’t have to leave your home: you can browse on your timeline, engage expert fit and styling help only when you want it, and even take a 3D face scan right from your phone, so your eyewear will fit perfectly right out of the box. Our advanced remote measurements allow us to hand-cut lenses according to your exact specifications, so we can handle even the most complicated prescription without ever meeting you in person. 

Local Shopping

Do you have any stores if I want to try some on before I customize?

The Build a Pair custom eyewear tool is unique to Visionist, however our network of affiliated stores carry diverse selections including some of the chassis from our collection, and may have some similar lens shapes available to try on. To find a store near you, select the brand of rimless frames you’re most interested in visit our Store Locator to find a location that showcases similar product.

Do you have stores if I need repair/adjustment?

Our network of partner stores can make any adjustments or repairs needed in person. Visit our Store Locator page for the closest option near you. No shop near you? There are many dealers throughout the country that carry these frames and may be able to help. Reach out if you need any assistance finding a dealer near you.

Post-Purchase

Can I change my order? 

Once an order is placed, we’ll only be able to accommodate changes if the order has not been started. Please reach out at team@hellovisionist.com should you discover you’ve made a mistake with your order, and we’ll do our best to accommodate.

Can I check the progress of my order?

To check order status, access your account and confirm your order hasn’t shipped. Prior to shipping, you can email us at team@hellovisionist.com. Please include an order number to reference when checking status.

What if I don’t like my frames/prescription? / What is your return policy on custom frames?

As these pieces are custom-made, all sales are final. Questions about size or want recommendations? Make an appointment with our Visionists. 

What is the best way to get in contact post ordering?

Reach out at team@hellovisionist.com.

How are they shipped?

All our Build A Pair frames with lenses ship UPS Direct Signature Required. Expedited shipping can be selected at checkout. If you order lenses only, and have selected us to install your lenses, a prepaid shipping label will be sent for your frame. Please ensure your frame is properly packaged so it doesn’t get damaged in transit. We are not responsible for lost or damaged packages inbound to our lab.

Product Information

Where are the frames/lenses assembled?

Our frames and lenses are assembled right in our in-house lab, with expert opticians overseeing every step of the process. Lenses are all cut and tinted by hand.

Are you a licensed Cartier dealer? 

Yes! We are an authorized dealer of Cartier eyewear. We only sell authentic and new Cartier eyewear, and do not sell vintage or used frames. Every pair of Cartier frames will come with an Authenticity Card and Warranty Booklet.

Are you a licensed Maybach dealer? 

We are! We are an authorized dealer of Maybach eyewear. We only sell authentic and new Maybach eyewear, each frame will come with an Authenticity Card.

 What type of lenses do you use?

All non-prescription lenses are made of either High Index 1.60 or Trivex, depending on the shape chosen for your frame. For our Classic Shapes or Faceted Shapes, all orders are made with High Index 1.60 unless upgraded to High Index 1.67 at the time of purchase. For our Diamond Cut shapes, all lenses are made out of our High Index 1.67.

Do you accept vision insurance?
We do not take vision insurance directly, but all our invoices for prescription eyewear and sunglasses can be submitted as an out-of-network reimbursement. Most plans cover part of your purchase if you submit a copy of your order receipt. Flex Spending covers 100% of your purchase up to your benefit amount.

Do lenses come standard with Cartier engraving?

All lenses paired with a Cartier frame will come with the Cartier script engraved in the right lens.

Customization

I want to customize lenses for my current frame, how can I order these?

You can use our Build-a-Pair program to customize lenses for your current frame. Start by selecting a lens shape. As you proceed through the customizer, you’ll be able to indicate you want “No Chassis”. 

There are two options when customizing lenses for your current frame: sending us your frame for the custom lenses you select and purchase, or having us send your lenses pre-made. You must send us a picture of your current frame, and any model information on the frame, for us to make lenses without your frame. We do not recommend using this option if you are worried about the authenticity of your frame or unsure of your model.

Can I buy lenses only and have my local optician install them?

We do offer the ability to ship you lenses only. In order for us to craft these lenses precisely to your current frames, you must send us a picture of your current frame and any model information on the frame. We need to be able to confirm the frame is one of the models we currently offer for customization. We do not recommend using this option if you are worried about the authenticity of your frame or unsure of your model. All lenses are final sale and are guaranteed to fit authentic frames from Cartier and Maybach.

Can I buy more than one set of lenses for my chassis?

Yes! After building your first pair of frames and adding to cart, you’ll be able to get back to the Build A Pair homepage and start with "Start With Lens" in order to create a second pair of lenses for your frame. Select “No Chassis” as you get to the end of the customizer in order to add to cart with your existing selection.

Can I get custom engraving?

We can custom engrave lenses. There is an additional charge to engrave custom options. Contact a Visionist to discuss your options. At this time, we only engrave in the classic script-font.

What if my frame needs a repair that I want to send in for customization?

We’re able to replace any cracked or broken screws. If your current lenses are broken, no worries, these get fully replaced with new lenses as part of our Build-a-Pair program.  If your frame has more significant damage, please email us pictures to determine if your frame can be customized. Post-purchase, should you need a repair, we can recommend a shop that can handle a repair either by mailing in or by visiting in person, depending on the needs.