An item I like is out of stock. When will you receive more inventory?
We frequently replenish stock based on availability and merchandising needs. Sign up to get notified by email when your preferred item is back in stock directly on the product page (on any out of stock item, click "Notify Me" and confirm your email). We also have access to thousands of additional pieces through our partnership with the top optical boutiques across the country. Challenge us to help you find your next eyewear obsession: contact us at email@example.com.
How does Build a Pair work?
Find more information about our Design Your Own Custom Eyewear program here.
What is your return policy?
See information about our full return policy here. All orders shipping outside of the United States are final-sale.
To ensure the safe and timely return of your order, frames are to be returned only to a UPS location or UPS Store. This excludes UPS authorized ship centers: Walgreens, Drop Box Locations and Office Depot. We recommend getting a receipt confirmation from the UPS associate that the package has been scanned to ensure there is record of the dropoff. Once the frame has been received at Visionist, a refund will be initiated. If a frame is returned via Walgreens, Drop Box, or similar location, Visionist is not liable for loss or damages to your return package, and Visionist will not refund an order due to issues receiving your return.
If you wish to return Cartier and Maybach merchandise and your order does not contain final-sale items, request a return through our return portal. You will be given return instructions and are responsible for shipping and returning your items back to us. Items not received, or items received damaged, will not be refunded and issues must be taken up with your shipping company. We recommend shipping your items back via Fedex or UPS with delivery confirmation and the appropriate insurance. Once your eligible items are received, Visionist will process your return.
Do you accept Flexible Spending Dollars? (FSA/HSA)
We accept flexible spending dollars for any prescription eyewear purchase. You can use your Flex card just like a credit card at checkout. Alternatively, you can submit your itemized Visionist invoice to your provider for reimbursement on your prescription eyewear purchase.
I want to use my FSA/HSA credit card, but I don’t have enough to cover the full transaction. How can I pay partially?
We can take care of split payments using your flex benefits card over the [phone / link to phone]. In order to do so, you need to know what your available funds are in order to process the partial payment. The remaining balance can be put on another payment method.
Do you take 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 you sell gift cards?
No, but sign up for our Vision-List email newsletter and we’ll alert you when we do.
What forms of payment do you accept?
We accept American Express, Visa, Mastercard, Discover, Apple Pay, Google Pay, Klarna, Shop Pay, as well as many preferred international payment options. Visionist reserves the right to refuse transactions, shipments and returns on all Visionist orders.
Protecting your sensitive payment data is important to us, and we have taken several steps to ensure all of your data is secure. We keep payment info and business data safe and secure. Our payment platform is PCI compliant, supports 3D Secure checkouts, and features payment data encryption.
Is sales tax added to my order?
All orders to the United States, including territories, are subject to local sales tax. Prescription lenses are tax-free. If tax is inadvertently added to your prescription lens order, contact us at firstname.lastname@example.org or (888) 912-5341.
If you have not yet created an account and would like to earn points towards rewards, you may create an account here.
How do I know which lenses are best for my prescription?
When it comes to lenses, even one millimeter can mean the difference between comfort and eyestrain, clarity and fuzziness. At Visionist, we work with the best manufacturers in the industry and the most advanced lens technology out there to deliver on our promise of precision optics online. Read more about why lenses matter here.
We can help you navigate selecting the right lens: read more about our specific lens offering, chat with an optician or book a video consult with one of our Visionists to help you select the right match for your specific needs. We will be happy to discuss your prescription needs with you.
How do I know which frames will fit my prescription and/or fit my face?
Our Visionists are here to help and provide personalized recommendations. Chat with us, book an appointment for one of our one-on-one style consultations, or check out our frame size guide. If you’ve worn glasses or sunglasses before, it’s helpful to have your previous frame with you or size information. We’ll guide you to a personalized selection of frames that will both fit well, and take into consideration any special prescription needs.
How long will it take for me to receive my order?
For information regarding shipping, order processing and returns on your order, please click here and log in to your account portal. All orders require a signature upon delivery.
Standard orders placed after 3pm EST will be processed within the following 1-2 business days. Shipping times vary by order type and are approximate. All lens work is done by hand, with multiple inspections before it is shipped to you. If your frames and/or lenses do not meet our exacting standards, they will be reordered and redone, which may affect the shipping timeline.
- Most frame-only orders (no lens customizations) ship within 2-3 business days.
- Most Build a Pair orders with non-prescription lenses ship within 5 business days.
- Most prescription orders ship within 7-10 business days. This includes single vision, progressive, and reading lenses.
- Custom tinted lenses & lens customizations, such as Build a Pair orders, can take up to 10 business days as well. All custom Cartier lens work involving diamond cuts ship within 4-6 weeks.
- International orders ship via DHL; DHL can take anywhere between 3-14 days for international shipments, and additional time may be required due to local processing in customs.
Specific questions about your order? Feel free to contact us.
How do I exchange my order?
If you wish to exchange an eligible item, please process a return for that item and place a new order on our site. Please log into your account and access the returns portal.
If you have not created an account and would like to make an exchange or return, you may access the returns portal here. Use your shipping zip code and order number to access the portal.
What if there was an error with my order?
In the event that we have processed an order incorrectly or missed something in our QA process, we will gladly replace it or accept it for a full refund.
I think I might have received a defective product.
Before anything makes its way out our door to yours, a licensed Visionist inspects every element to ensure your pair meets our exacting standards and your expectations. Please contact us before returning so we can ensure we can process your request. Eyewear and sunglasses that have been worn and suffered from accidental damage are not considered defective.
Is there a warranty on my glasses?
All frames come with a minimum of one-year manufacturers warranty against defects. All lenses come with a one-year warranty. For more information on our warranty policy, please click here.
What if I receive my glasses and I need them adjusted?
Part of the Visionist experience is our custom-fit frames and lenses. After placing an order, you’ll receive an invitation to have your frames custom fit by providing us with a 3D scan of your face. Using this technology, we’re able to customize the fit of any frame and ensure a tailor-made feel, right out of the case.
If you aren’t completely satisfied with the fit of your glasses, please make an appointment with one of our Visionists. We will be happy to help you troubleshoot and can also guide you to the next steps to ensure a great fit.
Why should I take measurements if I don’t have a prescription?
The state-of-the-art measuring technology we recommend can be used for more than just prescription lenses. It will provide our Visionists with the information we need to get you the most bespoke frame fit, right out of the box. We can adjust glasses for both snugger or looser fits, as well as compensate for the features that make every face unique. Your frame purchase will come with an invitation to get custom measurements, which can be completed within minutes using an iOS device.
What if my glasses need a repair?
We are happy to help. Send us more information via chat, email@example.com or (888) 912-5341 with a photo if possible, and we can point you in the right direction to help resolve any repairs you may need.
What if I don’t have my prescription?
If you need an eye exam or wish to send us your prescription at a later date, that’s absolutely fine. All options for submitting prescriptions will be available to you once you add lenses to your order. After ordering, you're always welcome to email us at firstname.lastname@example.org with a picture of your prescription for verification.
I’ve just finished my Topology scan and now the app is prompting me to make an appointment. Do I need to do this?
Once you’ve reached the screen that reads, “You’re all set. Your scans have been submitted.”, you have successfully completed the process. The Virtual Try-on and Make an Appointment prompts do not connect to Visionist. We’ll contact you to confirm we’ve received your scan and your eyewear is in the works.
How do I know you have received my measurements?
Your measurements are automatically sent to us once you’ve completed your scan. We will send you a confirmation email letting you know that your glasses are in the works.
What if I’m unsure that I’m scanning myself correctly?
Once we receive your scan, we will review it and contact you if we need more information. If you simply need help taking your measurements, we are here to assist! Please contact one of our Visionists via our live chat feature, email, or just make an appointment (select the 15-minute Help with Remote Measurements) and we’ll be happy to walk you through the process!
What does Topology do with my data once I’ve done the scan?
What devices are compatible with Topology?
Topology is only compatible with the following Apple devices:
iPhone (X, XS, XS Max, XR, 11, 11 Pro, 11 Pro Max, 12, 12 Pro, 12 Pro Max, 12 Mini)
iPad Pro (third and fourth generation)
What if I don’t have an Apple device or don’t feel comfortable with the technology?
Don’t worry, if you can’t take remote measurements through the Topology app for any reason, we can still get the measurements we need to make your prescription glasses precise. Just give us the information for where you bought your last pair of glasses and we can obtain all the info we need.
Alternatively, you can snap a selfie with a forward-facing posture while holding a credit card in front of your mouth. Please make sure that the top edge of the card is level. Then, send it to us via our live chat feature or email.
Whether you choose to do one option or both, we’ll handle the rest and let you know as soon as your glasses are in the works.
I ordered non-prescription frames. Do I need a to complete remote measurements?
Taking remote digital measurements not only gives us critical information for cutting lenses, it also provides us with all we need to give your frame a customized fit. Although we highly recommend this process so we can properly adjust your new frame for your individual face, it is not imperative. All of our orders are inspected and given an expert alignment by our Visionists before leaving our doors and making their way to yours!
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