FAQs
General FAQs
Inventory & Availability
Q: An item I like is out of stock. When will you receive more inventory?
We regularly restock items based on availability and demand. To be notified when your desired item is back in stock, sign up for email notifications directly on the product page by clicking "Notify Me" and entering your email. We also have access to a wide selection of eyewear through our partnerships with top optical boutiques nationwide. Need help finding your next favorite pair? Contact us at team@hellovisionist.com, and we'll assist you.
Customization & Design
Q: How does the Build a Pair program work?
Our "Design Your Own Custom Eyewear" program allows you to create bespoke frames tailored to your style. Learn more about the program here.
Returns & Exchanges
Q: What is your return policy?
For full details on our return policy, click here. Please note that all orders shipping outside of the United States are final sale.
Q: How do I return an item?
To ensure the safe and timely return of your order, please return frames to a UPS location or UPS Store. Avoid using UPS authorized ship centers like Walgreens or CVS or Office Depot, as we cannot be liable for returns processed through these locations. Once we receive your return, a refund will be initiated. For returns involving Cartier or Maybach merchandise, request a return through our return portal. You will be responsible for shipping Cartier and Maybach items back to us. We recommend using FedEx or UPS with delivery confirmation and insurance.
Q: How do I exchange my order?
To exchange an eligible item, first process a return through your account's returns portal, then place a new order. If you don’t have an account, you can still access the returns portal with your shipping zip code and order number. Start your return or exchange here.
Q: What if there was an error with my order?
If we made a mistake with your order, we’re here to make it right. Contact us at team@hellovisionist.com or visit our Live Chat.
Q: I think I might have received a defective product. What should I do?
We inspect every pair before it leaves our facility to ensure it meets our standards. If you believe your product is defective, contact us before returning it so we can assist with the process. Please note that accidental damage does not qualify as a defect.
Payments & Insurance
Q: Do you accept Flexible Spending Dollars (FSA/HSA)?
Yes, we accept FSA/HSA for any prescription eyewear purchase. You can use your Flex card at checkout like a credit card. Alternatively, submit your Visionist invoice to your provider for reimbursement. If you need a more detailed invoice, reach out to us at team@hellovisionist.com for more.
Q: Can I pay partially with my FSA/HSA card if I don’t have enough funds to cover the full amount?
Absolutely! We can process split payments over the phone. Contact us through the live chat and we'll set up a time to call. Please be sure to know your available funds for the partial payment. The remaining balance can be paid with another payment method.
Q: Do you accept vision insurance?
While we don’t accept vision insurance directly, you can submit our invoices for prescription eyewear as an out-of-network reimbursement. Most plans cover a portion of your purchase when you submit a copy of your receipt. FSA/HSA can cover up to your benefit amount.
Q: Do you sell gift cards?
Not at this time, but sign up for our Vision-List email newsletter, and we’ll notify you when gift cards become available.
Q: What payment methods do you accept?
We accept American Express, Visa, Mastercard, Discover, Apple Pay, Google Pay, Klarna, Shop Pay, and many international payment options. We prioritize the security of your payment data through PCI compliance, 3D Secure checkouts, and data encryption.
Q: Is sales tax added to my order?
Yes, all orders shipped within the U.S. are subject to local sales tax. Prescription lenses are tax-free. If tax is added by mistake to your prescription lens order, contact us at team@hellovisionist.com or (888) 912-5341.
Account Management
Q: How can I create an account?
Creating an account allows you to earn points toward rewards. Sign up here to start enjoying the benefits.
Pre-Purchase Assistance
Q: How do I know which lenses are best for my prescription?
Choosing the right lenses is crucial for comfort and clarity. At Visionist, we partner with the best manufacturers to offer advanced lens technology. Learn more about our lens options here. Need help selecting the right lenses? Chat with an optician or book a video consult with one of our Visionists.
Q: How do I know which frames will fit my prescription and face?
Our Visionists are here to help. Chat with us, book a one-on-one style consultation, or explore our frame size guide. If you’ve worn glasses before, have your previous frame or size information handy, and we’ll guide you to a personalized selection that fits both your style and prescription needs.
Shipping & Delivery
Q: How long will it take to receive my order?
For shipping and order processing details, log in to your account. All orders require a signature upon delivery. Standard orders placed after 3pm EST will be processed within 1-2 business days. Shipping times vary:
- Frame-only orders: 2-3 business days.
- Build a Pair (non-prescription lenses): 5 business days.
- Prescription orders (single vision, progressive, reading lenses): 7-10 business days.
- Custom tinted lenses & Cartier lens work: 10 business days to 4-6 weeks.
- International orders via DHL: 3-14 days, with possible delays due to customs processing.
Post-Purchase Support
Q: Is there a warranty on my glasses?
Yes, all frames come with a one-year manufacturer’s warranty, and all lenses have a one-year warranty. Learn more about our warranty policy here.
Q: What if my glasses need to be adjusted?
After ordering, you’ll receive an invitation to have your frames custom-fitted with a 3D scan of your face. If your glasses aren’t fitting perfectly, book an appointment with one of our Visionists. We’ll help troubleshoot and guide you through the next steps.
Q: What if my glasses need repair?
We’re happy to help with repairs. Send us more information via live chat, team@hellovisionist.com, or call (888) 912-5341. Include a photo if possible, and we’ll point you in the right direction.
Q: What if I don’t have my prescription?
No problem! You can submit your prescription after placing your order. Email it to us at team@hellovisionist.com whenever you’re ready.
Remote Measurements
Q: 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 see the “You’re all set” message, your scan has been successfully submitted. The prompts for Virtual Try-on and Make an Appointment do not connect to Visionist. We’ll contact you to confirm we’ve received your scan.
Q: How do I know you’ve received my measurements?
Your measurements are sent to us automatically after you complete your scan. We’ll send you a confirmation email once your glasses are in progress.
Q: What if I’m unsure about scanning myself correctly?
If you need help, we’re here for you! Contact one of our Visionists via live chat, email, or book a 15-minute “Help with Remote Measurements” appointment. We’ll walk you through the process and ensure everything is accurate.
Q: What does Topology do with my data after the scan?
Your privacy is important to us. For more details on how Topology protects your data, click here.
Q: What if I don’t have an Apple device or don’t want to use the technology?
No worries! If you can’t use the Topology app, we can still get the necessary measurements. Provide us with information about your previous glasses, or send us a selfie with a credit card held in front of your mouth. We’ll handle the rest and let you know when your glasses are in progress.
Q: I ordered non-prescription frames. Do I still need to complete remote measurements?
We highly recommend taking remote measurements for the best fit, but it’s not mandatory for non-prescription frames. All orders are expertly aligned by our Visionists before shipping.
Other Inquiries
Q: How can I contact Visionist?
For press inquiries or other requests, email us at team@hellovisionist.com. For privacy questions, contact privacy@hellovisionist.com