- Frequently Asked Questions -
Below you will find the answers to most commonly asked questions. If you don't see what your looking for feel free to ask us and we'll do our best to answer all your questions.
What can I do if my frames don't fit perfectly?
Call / E-mail within the first 14 days after you've received the glasses. If the frame is defective, we’ll replace it with a new pair. If you picked a frame that's too big or too small, we can size and fit your frame perfectly.
Do you sell frames without lenses?
Yes, you can purchase frames only without prescription lenses. In the steps of Lens Selection select NON-PRESCRIPTION lenses. If you decide to purchase lenses later, you can send your frames back to us and we will add the prescription lenses to them.
What kind of frames are sold at Thosoo Eyewear?
Thosoo Eyewear offers quality lenses that are checked for perfection at every step of our manufacturing process.
We offer full rim, semi-rimless, and rimless frames to fit every style and budget.
How do I know which lens material to choose?
Plastic lenses are recommended for light prescriptions, ranging from no correction to +/1.75.
Polycarbonate lenses are 30% thinner and lighter than plastic and recommended for people with prescriptions ranging from +/- 2.00 to +/-4.00. Polycarbonate is also recommended for children under 18 years of age and anyone who has an active lifestyle, due to its impact-resistance. Rimless and semi-rimless frames also work best with polycarbonate lenses.
1.67 Hi-Index lenses are 45% thinner than plastic lenses and help reduce the distortion of your eyes that people see when they look at you through your glasses. This lens material is recommended for people with prescriptions of +/- 2.00 and greater.
All of our lenses automatically come with a scratch-resistant coating and edge polishing. Other coatings can be added to your lenses for an additional fee
Anti-reflective (AR) coating is a clear coating that minimizes glare on the front & back of your lenses. AR is a must-have on coating any pair of glasses since it reduces eye fatigue.
Transitions® lenses automatically lighten & darken to adjust to outdoor light conditions. This is ideal for people who do not want to constantly switch back and forth between prescription eyeglasses and prescription sunglasses.
UV Protection blocks harmful UV rays from reaching your eyes. UV protection is so important that we automatically include it with all polycarbonate and hi-index lenses as well as any plastic lenses that use other add-on coatings.
- PRESCRIPTIONS (RX) -
What is pupillary distance (PD) and how do I measure mine?
PD is the distance in millimeters between the center of one pupil to the other measured in millimeters. Your PD is included in your prescription.
Pupillary distance (PD) is simply the distance (in millimeters) between the centers of your pupils. PD is important because it helps our lab figure out where the optical center of your lenses should be. Ask your eye doctor to include your PD when they write out your prescription. If your eye care professional cannot provide your PD, we can help you determine this measurement using our proprietary tools.
Can you fill strong prescriptions? ABSOLUTELY
Up to -20.00 or +12.00 on the Sphere (SPH)
Up to + or - 6.00 on the Cylinder (CYL)
Up to -9.00 or +6.00 on the SPH
Up to + or - 6.00 on the CYL
Up to +3.50 on the NV-ADD
Up to -10.00 or +8.00 on the SPH
Up to + or - 6.00 on the CYL
Up to +3.50 on the NV-ADD
Prism (single-vision only)
Up to 5.00 in any base direction.
- PAYMENT & INSURANCE -
What payment methods do you accept?
Thosoo Eyewear accepts the (4) major credit and debit cards such as Visa, MasterCard, American Express, Discover. We also accept Thosoo Eyewear gift cards along with Care Credit.
May I use my flex spending
or health savings account (HSA) to pay for my glasses or contacts?
Gladly! If you have an FSA/HSA card associated with VISA, MasterCard or AMEX you can insert the numbers directly into our payment page.
Your flexible spending and HSA dollars can be used for prescription eyewear, regardless of whether or not you have vision insurance. If you don’t, just email us for an itemized receipt post purchase and send the form to your FSA/HSA provider for reimbursement.
Can I have double discounts on my order?
Sorry, but we do not allow multiple discounts. That means only one coupon per purchase. Also, coupons cannot be applied to any items that are currently marked down or on sale. If you have a several items in your cart, promotional codes will only apply to full-price items.
How do you ensure that my personal & payment information is secure?
thosoo.com uses a secure server and transmits all sensitive/credit information via Secure Socket Layer (SSL) technology before that data is then encrypted into our payment gateway database. We do not store any of your private/payment information on our servers after your transaction has been completed.
- ORDERING QUESTIONS -
What do I need to place an order?
When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy: Your Rx, your PD, and frames you have selected on our website.
Oh no! I need to change something about my order. What should I do?
Our Customer Service team will fix your prescription as long as you reach out to us in a timely manner. Give a us a call at 718-846-0824 or send an email to firstname.lastname@example.org and let us know how we can help you with your order. Make sure to have order number ready before contacting us. To learn more about reaching out to us, head on over to our Contact Us page.
Why do you need my phone number?
One of our opticians will personally call you if they notice a problem with your order, such as an expired or incorrectly entered prescription to see how you would like to handle the issue.
Can I send my prescription by fax or email afterwards?
Yes, you can! Just scan or upload a photo of your prescription and email it to email@example.com or you can call us at 718-846-0824
Where is my receipt / I didn’t receive an email confirmation, what should I do?
You should have received a copy of your order receipt at the email address used to place your order. However, if you didn't or you need another copy you may also contact us and we will send a copy of the receipt to your email address.
Can I order more than one pair of glasses per order?
Yes, you can order as many pairs of glasses you like! Once you put a pair of glasses in Your Cart, click on the Continue Shopping button on the right side of the Cart page. Then order the next pair. Repeat until you have all the glasses you want to order.
- DELIVERY & SHIPPING -
How long will it take to receive my order?
Non-prescription eyewear as well as contact lenses usually takes 24 hours to 10 business days to receive (for U.S. customers) depending on the order. Prescription eyewear & Rx flares contact lens orders typically take 24 hours to 10 business days to receive (for U.S. customers)
due in part to our rigorous quality-control process.
How do I track my order?
You will receive a shipping confirmation email When your order is shipped that will include a tracking number and instructions for how to track your order online, along with a link for your specific shipper such as • USPS • UPS.
Do you have overnight shipping on prescription eyewear?
Unfortunately, prescription eyewear be it glasses or contact lenses cannot be delivered overnight.
- HOW DO I MAKE ANY RETURNS -
How do I return my glasses and/or sunglasses?
At Thosoo Eyewear, we guarantee the quality of our eyewear. If you are not happy with your sunglasses, simply contact us for a refund to the credit / debit card account. If you do not have access to any of the following accounts, then we will provide you with 100% store credit for a one-time-use (excluding shipping) or a replacement pair. No returns on or exchanges on Rx eyewear.
Thosoo Eyewear has a 14-Day Fit & Style guarantee which allows customers to make an equal exchange or return. Product warranty does not cover damage caused by accidents, negligence, improper care, normal wear & tear to the frames, lenses, or coatings. To return your order, call our Vision center at 718-846-0824
How do I return my contact lenses?
We want you to be happy with your order, and if anything is less than perfect we’re happy to accept returns for contact lenses provided the boxes are all unopened, unmarked, and unused. Follow the Steps for Making a Return or Exchange below for more information.
Can I put my refund on a different credit card than I used on the order?
As part of PCI compliance, no refunds will be issued to any card other than the credit card used to place the order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as a store credit only.