Honest Answers to Frequently Asked Questions

At its core, prescription eyewear is a customized medical device. When you take time to really consider that, the reason we partner with eyecare practices becomes quite clear: it's the only way to ensure you receive eyewear and eyecare that is customized to your specific vision correction needs with the peace of mind and customer support you can't find anywhere else.

In fact, in the event you have an issue with your Honest Eyecare™ eyewear, the eyecare provider you identified through Honest Eyecare™ will treat you and your Honest Eyecare™ eyewear as if you purchased it directly from them.

Your Honest Partner Practice is there to support you in the event that you experience any of the following issues:

• You are having trouble adjusting to your new prescription lenses.
• You experience a warranty issue with your Honest Eyecare™ frame.
• You experience a scratch or warranty issue with your Honest Eyecare™ lenses.

No problem. When you submit a copy of your prescription, we will review and verify all of the required information for your glasses. We can also reach out to the prescribing eyecare provider listed on your prescription if needed.

In the event that your prescribing eyecare practice is NOT currently a Honest Partner Practice, we will recommend one to you that is located near to the shipping address you provide at checkout.

No. Please see FAQ "Why does Honest Eyecare partner with eyecare practices?" for more information.

Yes. If your eyewear does not require a prescription then it is not necessary to identify your eyecare provider.

With 60+ years of optical knowledge and experience, we are extremely confident in our ability to select the best lens material for you based on your prescription and specific frame choice -- something other eyewear sites don't consider and it can often lead to unhappy customers.

Yes. If you already have vision insurance, you are well within your rights to use it towards your Honest Eyecare purchase, AND you can still take advantage of the Honest Savings discounts that are already applied throughout the site.

Select your Vision Insurance provider from the main menu option "Use Your Insurance" and then follow the instructions provided.

No problem. In fact, using Honest Savings, you will likely spend less overall on your eyecare and prescription eyewear than if you did have vision insurance. Visit the Honest Savings page for more information.

When selecting a frame, pay attention to the Frame Measurements (mm): Lens Width, Bridge, and Temple Length.

A frame's measurements can be found on its ordering page under "Sizing and Fit".

If you want to find out your exact facial measurements, visit your Honest Partner Practice and they will happily do this for you. (NOTE: If your eyecare provider is not currently an Honest Partner Practice, email us at info@honesteyecare.org and we will happily connect you with one in your area.)

TIP:  If you have another pair of glasses that fit you well, you can reference those frame measurements (often inscribed on the inside of one of the temples).

You'll Know Your Frame Fits Properly If:

• It does not slide down your nose
• Your pupil (the black center of your eye) is as close to the center of the lens as possible
• The top ridge of your eyebrows are outside of the frame
• It does not touch your cheeks, even when you smile :)

Most likely, your new frame simply needs to be adjusted. Contact the Honest Partner Practice that you identified at Checkout and they will adjust and mold your frame to the unique contour of your face while optimizing the position of your prescription lenses.

Frames:  All frames sold by Honest Eyecare™ come with a 2-year warranty, which covers any manufacturer or frame malfunction that is not caused by abuse.

Prescription and Non-Prescription Lenses:  All lenses sold by Honest Eyecare™ come with a 1-year scratch warranty, which provides a 1-time replacement of a lens that may become scratched due to normal lens wear and maintenance. Lenses damaged as a result of abuse are not covered.

Prescription Lenses:  All prescription lenses sold by Honest Eyecare™ come with a 60-day non-adapt coverage. This means you have 60 days from the date of purchase to identify any non-adapt issues related to your prescription or pupillary distance (PD) measurement. In the event that you are not adapting to your prescription lenses within that 60-day time period, you can visit the eyecare provider you identified at Checkout and they will be able to pinpoint and work to correct the non-adapt issue.

*Frames or lenses damaged as a result of abuse are not covered.

We offer a 45-Day Satisfaction Guarantee on all eyewear purchased through HonestEyecare.org.

This covers you in the event that any aspect of your eyewear order is not fulfilled exactly as you ordered it.

You have 45 days from the date of purchase to submit a "Satisfaction Claim" to info@honesteyecare.org notifying us of the error and we will happily correct the mistake at no charge.

Examples the qualify for a "Satisfaction Claim":

• You ordered sun lenses and received clear lenses instead
• You received the wrong color option of the frame you selected

We currently only ship within the United States.

Shipping times vary based on the type of eyewear that you purchased and the geographical location of your shipping address:*

New Frame with Prescription Lenses: 7-10 business days once your order is placed and your current prescription has been confirmed with your eye care provider.

New Frame with Non-Prescription Lenses:  7-8 business days once the order is completed and payment has been verified.

Prescription Replacement Lenses:  7-8 business days once the order is completed, your frame needed to replace the lenses is received, and Honest Eyecare™ obtains your current prescription.

Non-Prescription Replacement Lenses:  7-8 business days once the order is completed and Honest Eyecare™ receives your current frame.

*NOTE:  If you are having your eyewear delivered to ALASKA or HAWAII, you may experience additional shipping time.

If you are still within the 45-day Satisfaction Guarantee period, please send an email to info@honesteyecare.org with the Subject Line “Satisfaction Claim” and provide the following information in the body of the email:

1. Your Name
2. Order Number (located in your order confirmation email)
3. Date of Purchase (located in your order confirmation email)
4. The reason you are unsatisfied with your order

Once we receive this information, two things will happen:

• We will a return shipping label for you to send back the eyewear. (NOTE: Please be sure to package the eyewear in a manner that ensures it ships safely and securely.)
• We will review the claim and reconcile the returned eyewear with your original order and return it back to you exactly as you originally ordered it.

Due to the unique customization of prescription eyewear, changes and/or cancellations cannot be made once production of your eyewear has begun, so if you would like to request a cancellation or a change to your order, please email us as soon as possible at info@honesteyecare.org with the Subject Line “Order Cancellation" or "Order Change”. In the body of the email, please provide:

1. Your Name
2. Order Number (located in your order confirmation email)
3. The details of your requested change or cancellation

We will do our best to accommodate your request, but we cannot guarantee your order will be able to be changed or cancelled if production has already begun.

Unfortunately the Risk of Loss passes to you upon our or your delivery to the carrier (such as FedEx, USPS, UPS, etc.)