Frequently Asked Questions
1) Questions About Frame/Goggles Size and Fitting
How can I determine what frame size I should order?
No more online ordering worries! Try our Frame & Size Finder quiz and get your answer in 15 seconds. Crafted by expert opticians and A.I, it's the key to your perfect fit. Click here to start: AI Fitting Quiz.
I took the quiz and it said it cannot recommend me a frame?
Try our Optician Recommendation quiz. Just answer a few questions, and our optician will personally find you the best options within 24 hours. They'll even provide a draft order and quote. You can then skip the online hassle and place your order in 1 click. Click here to start: Optician Recommendation Quiz.
Do you offer home trial frames?
You can use our Home Try-on Service, click here: Home Try-on
I paid, but I think I accidentally ordered the wrong size?
No worries, simply send an email to cs@e-optician.com with your order number or provide the email address you used to place the order. Our customer service will get back to you and help you replace the order to the right size.
2) Questions About Prescription
What is PD? How can I find it?
PD stands for Pupillary Distance. You can find out by following instructions in this link: PD instructions.
What's the strongest prescription available?
We specialize in strong and difficult prescriptions. For swimming goggles we can reach -20/+16. For sports glasses, we can offer as high as -12/+9. If you are not sure, take a picture of your prescription and email to cs@e-optician.com and we'll check for you.
My prescription is quite complicated. What kind of lens should I choose?
You can use our Lens Quiz to determine.
For Sports Glasses and Goggles: Eyeguard Lens Help Quiz
For Swimming Goggles: H2O Lens Help Quiz
For Sunglasses: Sunglasses Lens Help Quiz
For Regular Eyeglasses: Eyeglasses Lens Help Quiz
How do I give you my prescription?
You will be asked to upload an image of your prescription before you add-to-cart. You can also email a picture of your prescription to cs@e-optician.com after you place an order.
How can I manually enter my prescription?
Instead of manually entering your prescription, we recommend that you upload or email an image of your prescription to avoid any typo error. In case you don’t have the written prescription, please type out the complete prescription in the “note” area in the cart but please ensure accuracy.
3) Questions About Lenses Available?
Do you offer Transitions lenses?
Yes, most if not all frames are available with Transition lenses. We offer the latest version Transitions™ Signature® GEN8™ Lenses. As we are the official reseller, you will also get the Transitions Authenticity Certificate card for your lenses.
Do you offer progressive / multifocal / Varifocal lenses?
Yes, most frames are available with progressive lenses, please select “Distance + Reading” when you select prescription lenses.
What are polarized lenses?
Polarized lenses minimize glare and offer crisp vision with UV protection. Ideal for rich color and contrast when doing watersports, on the road, and outdoor activities.
Do you offer bi-focal lenses?
We don't offer bi-focal lenses but we have progressive (multi-focal / varifocal) lenses for all our sports glasses and wrap sunglasses.
4) Questions About Our Lens Features?
Do your lenses block out UV rays and are they scratch resistant?
Yes, all our lenses, both clear and sun lenses, are coated to block 100% of UVA/UVB rays. Also hard coated for scratch resistant too.
Do you offer lenses for prescriptions with prisms?
We can accommodate most prescriptions, including prisms at no extra charge.
Do you offer Anti-Fog coatings?
We do not offer Anti-Fog coating as we have found that these products have poor longevity. We recommend our Anti-Fog Gel, specially designed for sports, that can be applied prior to every use: View Anti-Fog Gel
Do you offer prescription glass (mineral) lenses?
We do not offer glass lenses for any of our frames.
5) Questions About Ordering Online?
Where are your stores located?
E-Optician.com is an E-commerce site only.
Do you offer payment plans(buy now, pay later) like Afterpay, Klarna, Affirm?
Sorry, we don't currently have installment payment plans.
I need a cost estimate?
Sure, email a copy of your prescription to cs@e-optician.com and let us know which frame and lens selections you have in mind. Our optician will reply back within 24 hours with a quote and recommendation.
I didn't see an order confirmation after I placed my order.
Your order confirmation was sent to your email address which you entered during order placement. Please check there or email to cs@e-optician.com to request a copy again.
I missed my discount code, can you give it to me?
Your discount code should be automatically activated in your checkout already.
Alternatively, you can find it in your shopping cart page under the dropdown menu "Your Discount Code".
The promo code I received does not work when I check out.
Our promo code only works when you purchase prescription lenses or purchase over USD150 / £120 / C$200 / A$230 / €135.
6) Questions About Shipment & Delivery?
How long does it take for an order to ship?
We aim to have all orders delivered within 2 weeks including shipping time. Prescription lenses will need 5-7 days to produce.
Is there expedited service? I need my goggles in 3 days for a trip.
Custom prescription lenses need 5-7 days to produce and we are normally confident to get them to you within 2 weeks. We can try to prioritize your order, upon request(no extra charge) and cut a few days but no guarantee. We can also ship to your holiday destination if you wish, also at no extra cost, except remote destinations.
Want to check my order status. When will I receive it?
Please send an email to cs@e-optician.com with your order number or provide the same email address you’ve used to place the order. Our customer service will trace your order and update you within 24 hours.
I entered the wrong address when I placed my order.
Please contact cs@e-optician.com. Our customer service will fix that for you.
7) Questions About Insurance
What insurance do you accept?
Our prescription glasses are covered by most major vision plans and insurance packages, e.g. VSP, Medicare, etc. However, we do not process claims directly onsite. We offer an official receipt upon request and you can claim through your administrators.
Do you take FSA or HSA card payments?
Our prescription eyewear and swim goggles are eligible for FSA/HSA reimbursement. However, we are not currently set up to take your FSA/HSA cards. You can complete the order with other credit cards and we’ll provide an itemized receipt for reimbursement.
How do I request a copy of my invoice?
Please contact cs@e-optician.com for a detailed invoice.
8) Questions About Warranty and Returns
What warranty is offered?
We offer a 1 year warranty against manufacturing defects on frames and lenses.
How does your return policy work?
Within 100 days, you may return, exchange or receive a refund on your glasses if you are unhappy with them. For detailed conditions, refer to the returns policy.
How do I return my glasses for a refund?
Please send an email to cs@e-optician.com and explain the reason(s) of dissatisfaction. Our return team will get back to you within 24 hours.
We received the glasses/goggles today but they don't fit well. Can we return them?
No worries, please wear the new glasses/goggles and take pictures, front and side. Send the pictures to cs@e-optician.com and our optician will review them and find you a remedy. We can either remake it to a different size or change the frame style for you.
9) Questions About Glasses/Goggles?
Do I have to order the glasses with prescription?
No, all frames can be ordered without prescription. All our glasses, with the exception of swimming goggles, come with ready-to-wear lenses or sun-lenses without power.
Does the PROGEAR Eyeguard come with both temple and strap? Or do I have to choose one of the two?
Great question, the PROGEAR Eyeguard comes in two configurations. Either Temple or full strap.
I have the PROGEAR Eyeguard with the temples but they are not comfortable to wear under a helmet. Can I change them to a full strap version?
Yes, you can buy a full strap and swap the temples out by unwinding 2 screws. You can see instructions on how to do this by watching this tutorial video.
Can you tell me the best type of sports frames for under a football / hockey helmet?
People usually pick the full strap model to wear under a football or hockey helmet. View full strap model.
Do the PROGEAR sports glasses and goggles meet ASTM F803, EN166, Japan-safety standards?
Yes, we are certified for all major safety standards in the world.
10) Questions About Spare Parts and Accessories?
Do you sell replacement straps for the PROGEAR Eyeguard?
Yes we do, here are the links for the replacement straps:
Temple version: View replacement strap
Strap version: View replacement strap
What are your recommendations for washing the strap?
Hand wash only, rinse clean and air dry. We do sell replacement straps on our website also.
The rubber seal of the swimming goggles came off and I lost one piece. What can I do?
Those rubber seals are designed to be detachable for cleaning purposes. You can put them back by following instructions in this tutorial video.
Replacement seals are available on our website. View replacement seals.
Do your PROGEAR Anti-Fog Gel or Wipes contain PFAS chemicals?
This is a very good question and the answer is no, we are proud to say that none of our Anti-Fog products contain PFAS chemicals.
What material is the nose and temple pad made of on the PROGEAR Sports Prescription glasses and goggles?
The nose and temple bumpers are made with a hypoallergenic rubber.