Frequently Asked Questions

• What is the cost of shipping?

We offer free shipping on all orders (orders over $49)!

• What is the processing time for my order?

Once payment and prescription are received, it takes 3-5 business days of processing to add lenses to the frames. We will send tracking information once the lenses are added to your frames.We ship non-prescription glasses within 48 hours.

• Can I exchange my glasses?

At this time, we do not offer exchanges. Please request a refund for the original order and order the new item via a new order.

• How do I cancel my order?

You can cancel an order within one hour. Please reach out to Zoozwhelp24h@gmail.com with your order number to cancel your order. Note that it can take up to 10 business days for the credit to appear on your bank statement, depending on your bank.

Prescription

• What do I do if I’m experiencing issues with my prescription?

Adjusting to a new prescription can take a few days to six weeks. If, after using your glasses for a while, you still feel like your prescription is incorrect, please contact our team.

• What if my prescription is expired?

Please see an eye doctor to get an updated prescription. We cannot accept prescriptions that are more than 12 months old. 

• How do I find my pupillary distance (PD)?

Pupillary distance, indicated as ‘PD’, is the distance between your pupils. This measurement is needed to center your prescription correctly in your frames. You can request your PD from your optometrist when you get your glasses prescription.

Frames

• Where can I find my frame’s measurements?

There should be three numbers listed on the inside temple arm of your glasses. These are the measurements of your glasses. The first number is the lens width, the second is the bridge width, and the third is your temple length. You can reference these measurements on your existing frames when comparing products on our page.

• How to measure glasses frame size

First, review your existing frames’ measurements and compare them to the glasses you’d like to buy. Some key things to keep in mind about fit: lenses should not extend past the side of your face, your eyebrows should be outside your glasses, frames should not slide down your nose, and your pupils should be near the center of your lenses.

Note that you can have your frames adjusted by an optician (often for free, or sometimes for a small fee) if the temples are too long/short or tight/loose behind your ears.

• How should your glasses fit?

First things first — your glasses should feel comfortable when you wear them. That means they shouldn’t slide down your nose, dig behind your ears, or leave red marks on your nose. Your glasses should sit on your nose without slipping or leaving marks behind. The center of your lenses should align horizontally with your pupils. Frames shouldn’t sit higher than your eyebrows, nor should they rest on your cheeks. 

Security

• How do I know my order is secure?

We utilize Shoplazza for our orders, which maintains a secure network, protects cardholder data, implements strong access control measures, and follows the Payment Card Industry Data Security Standard (PCI DSS).

Other

• How do I clean my glasses?

We suggest purchasing a glasses cleaning kit or using PH-neutral soap and water. Remember to dry glasses with your microfiber cloth, as it won’t scratch the lenses; avoid paper towels because the paper pulp could scratch the lenses or frames.