Frequently Asked Questions
1.Prescription
What type of glasses do you offer?
We have five types of glasses lenses:
(1) Distance: general use for seeing things far away
(2) Progressive: no-line multifocal for seeing things both close and far away
(3) Bifocal: multifocal with lines for seeing things both close and far away
(4) Reading: general use for seeing things up close
(5) Non-prescription: lenses without any prescription
Can you fill prescription with prism?
Yes! If you have a prescription with prism correction, you can click on the “add prism” box when entering your prescription. We will require a prism and base value from you.
Can I use my contact lens prescription?
Although contact and glasses prescription may look similar, they cannot provide the same visual acuity. You can find contact lens to glasses conversion chart online, but there are risks of doing so. We recommend to visit a local optometrist for prescriptions.
How can I get my prescription?
We recommend to visit a local optometrist to obtain a prescription. Make sure to ask your eye doctor to include a pupillary distance (PD) on your prescription. If you have any questions entering the prescription, feel free to contact us at cs@lensmartonline.com.
What should I do if I have a strong prescription?
The Sphere (SPH) of our lenses can be from -1.00 to +9.00. For very strong prescriptions, our premium 1.74 index lenses would reduce the weight and thickness of the lens, giving the eyeglasses a stylish and elegant look.
What type of lenses should I choose?
Our lenses all have anti-scratch, anti-reflective coatings. We offer two types of lenses: traditional and blue light blocking. The traditional transparent lenses are perfect for everyday use. If you are a heavy user of tablet devices, we strongly recommend you to choose the blue light blocking lenses.
What index of lenses should I choose?
We offer four types of lenses with different indexes: 1.56, 1.60, 1.67, and 1.74. Larger index represents thinner lenses. You may choose a mid-index lens such as 1.56 for a prescription that is medium strength. For very strong prescriptions, you may need premium your prescription, high index 1.74 lenses. Our system will generate the best lens index for you automatically according tut you can always select the lens index you want.
2.Shipping
What countries do you ship to?
Currently, our services are available in the United States, Canada, the United Kingdom, Germany, France, Spain, Italy, the Netherlands, Sweden, Belgium, Denmark, Austria, Luxembourg, Poland, Portugal, the Czech Republic, Ireland, Slovakia, Finland, Norway, Switzerland, Greece, Croatia, Romania, Australia, New Zealand, Hungary, Bulgaria, South Africa, the United Arab Emirates, Mexico, Namibia, Nigeria, Turkey, Serbia, Bosnia and Herzegovina, Montenegro, Brazil, Ukraine, Lithuania, Latvia, Estonia, Slovenia, Saudi Arabia, Chile, Peru, Kenya, and Egypt.
We are committed to allowing more people to experience our excellent products and will continue expanding our global market presence.
What is the shipping cost and how long will it take?
There are three shipping methods available at our website: standard shipping, advanced shipping and DHL express. We offer free shipping for order over $65（Remote area are not covered）.The cost and shipping time depends on shipping company you choose. For remote areas in the United States and Canada, DHL's shipping fees will increase by an additional $24.
Details are as following:
| Country/Region | Shipping methods | Cost | Shipping time |
Contiguous US | Standard Shipping | $6.95 | 14-18 Business days |
| Advanced Shipping | $8.95 | 7-10 Business days | |
| DHL Express | $21.95 | 3-5 Business days | |
US-Alaska US-Hawaii | DHL Express | $21.95 | 3-5 Business days |
US-Puerto Rico | DHL Express | $54.95 | 3-5 Business dayss |
UK, Germany, France, Italy, Netherlands, Sweden, Belgium, Denmark, Austria, Luxembourg, Poland, Portugal, Czech Republic, Ireland, Slovakia, Spain | Standard Shipping | $6.95 | 14-18 Business days |
| DHL Express | $29.95 | 3-5 Business days | |
| Australia | Standard Shipping | $9.95 | 14-18 Business days |
| DHL Express | $21.95 | 3-5 Business days | |
New Zealand | Standard Shipping | $6.95 | 14-18 Business days |
| DHL Express | $21.95 | 3-5 Business days | |
| Canada | Standard Shipping | $6.95 | 14-28 Business days |
| Advanced Shipping | $8.95 | 7-10 Business days | |
| DHL Express | $18.95 | 3-5 Business days | |
Finland, Norway, Switzerland, Greece, Croatia | Standard Shipping | $6.95 | 14-18 Business days |
| DHL Express | $29.95 | 4-5 Business days | |
| Romania | Standard Shipping | $6.95 | 14-18 Business days |
| DHL Express | $54.95 | 4-5 Business days | |
| United Arab Emirates | Standard Shipping | $9.95 | 14-18 Business days |
| DHL Express | $35.95 | 3-5 Business days | |
Mexico | Standard Shipping | $6.95 | 20-24 Business days |
| DHL Express | $21.95 | 3-5 Business days | |
| Hungary | Standard Shipping | $6.95 | 14-18 Business days |
| Advanced Shipping | $8.95 | 7-10 Business days | |
| DHL Express | $29.95 | 3-5 Business days | |
| Bulgaria | Standard Shipping | $6.95 | 14-21 Business days |
| DHL Express | $29.95 | 3-8 Business days | |
| Colombia | Standard Shipping | $9.95 | 15-35 Business days |
| DHL Express | $54.95 | 7-10 Business days | |
| The Dominican Republic | Standard Shipping | $6.95 | 30-40 Business days |
| DHL Express | $54.95 | 7-10 Business days | |
| Namibia | Standard Shipping | $9.95 | 18-45 Business days |
| Nigeria | Standard Shipping | $9.95 | 18-50 Business days |
| South Africa | Standard Shipping | $9.95 | 18-20 Business days |
| DHL Express | $54.95 | 7-10 Business days | |
| Serbia Montenegro Bosnia and Herzegovina | Standard Shipping | $12.95 | 15-50 Business days |
| DHL Express | $54.95 | 4-5 Business days | |
| Brazil | Standard Shipping | $6.95 | 10-20 Business days |
| DHL Express | $50.95 | 4-6 Business days | |
| Ukraine | Standard Shipping | $6.95 | 10-20 Business days |
| DHL Express | $52.95 | 4-5 Business days | |
Lithuania, Latvia, Estonia, Slovenia | Standard Shipping | $6.95 | 10-20 Business days |
| DHL Express | $29.95 | 4-5 Business days | |
| Saudi Arabia | Standard Shipping | $9.95 | 10-22 Business days |
| DHL Express | $36.95 | 3-4 Business days | |
| Egypt | Standard Shipping | $6.95 | 15-45 Business days |
| DHL Express | $36.95 | 3-4 Business days | |
| Chile | Standard Shipping | $6.95 | 15-25 Business days |
| DHL Express | $54.95 | 5-6 Business days | |
| Peru | Standard Shipping | $6.95 | 25-45 Business days |
| DHL Express | $54.95 | 5-6 Business days | |
| Kenya | Standard Shipping | $6.95 | 20-30 Business days |
| DHL Express | $54.95 | 5-6 Business days | |
Türkiye | Standard Shipping | $6.95 | 15-50 Business days |
| DHL Express | $36.95 | 4-5 Business days |
What should I do if my item is damaged during delivery?
If your package arrives damaged or with missing contents, you can file an indemnity claim at the carrier's website, depending on which carrier you have chosen. In addition, contact us at cs@lensmartonline.com, we will send a new pair to you for free!
What should I do if my package is lost during delivery?
We have some suggestions for finding a missing package that shows as delivered.
- Verify the shipping address of your order
- Contact your chosen carrier
- Look for a notice of attempted delivery
- Check your safe places outside your house/apartment
- Wait 48 hours. Some packages may show as delivered up to 48 hours before arrival
3.Order
What if I need to change or cancel my order?
You can visit your order history to more details or cancel the order. Or you can contact us at cs@lensmartonline.com, our dedicated Customer Service Team will assist you with your request.
Can I return or exchange the item if I am not satisfied with it?
YES. With our 30-Day Customer Guarantee policy, we promise returns for a one-time replacement or refund within 30 days of receiving your order. For more information, please visit our Returns and Refunds page. Customers have to bear all return and exchange shipping fees.
How I can pay for the products?
We now accept 4 payment methods: Visa, MasterCard, PayPal and Klarna. We promise to protect and secure your personal information.
4.Other questions?
If you have any other questions, don't hesitate to contact us at cs@lensmartonline.com.
Working time: Mon.-Sat. 4:30 pm -1:30 am next day (PST)
