Frequently Asked Questions
1. Customer Support
Our customer service team is available Monday–Friday, from 9:00 AM to 6:00 PM ET. If we are unable to respond immediately, we will get back to you as soon as possible.
Email: service@viewner.com
2. Shipping & Delivery
How long does it take to receive my glasses?
The total estimated delivery time includes both lens processing time and shipping time.
Lens Processing Time
- 1. Standard single-vision lenses: 2–3 business days
- 2. Tinted lenses: 5–7 business days
- 3. Photochromic, polarized, bifocal, progressive, and wraparound prescription lenses: 7–10 business days
Please note that processing times may vary slightly depending on the complexity of your prescription and selected lens options.
Shipping Time
- 1. Free Shipping: 9–15 business days
- 2. Standard Shipping: 8–12 business days
- 3. Expedited Shipping: 3–5 business days
Shipping time depends on your destination and the delivery method selected at checkout. Complex prescriptions, customized lens options, incomplete prescription information, customs clearance, or unexpected carrier delays may require additional time.
Business days do not include weekends or public holidays.
Do you ship internationally?
Yes. Viewner ships to many international destinations. Available shipping methods and costs will be displayed during checkout.
Do you offer free shipping?
1. Standard shipping: $5.95
2. Free standard shipping on orders of $79 or more
3. UPS Express shipping: $24.90, or free on orders of $249 or more
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number and tracking link.
Please allow some time for the carrier’s system to update. If the tracking information has not changed for several business days, please contact Viewner Customer Service for assistance.
Will I need to pay customs duties or import taxes?
No. Customers are not required to pay customs duties or import taxes on orders from Viewner. Any applicable customs charges will be covered by us.
If a courier or customs authority requests payment, please do not make the payment directly. Contact Viewner Customer Service first and provide us with the customs notice so we can assist you.
What should I do if my shipment is delayed?
Carrier delays can occasionally occur because of weather, customs inspections, an incomplete address, or other circumstances outside our control.
Please check that your shipping address includes the correct apartment, suite, or company name. You may also contact the carrier or Viewner Customer Service for the latest tracking information.
Does expedited shipping also speed up lens production?
No. Expedited shipping shortens the delivery time after your glasses have been completed. It does not reduce the time required to manufacture and inspect your prescription lenses.
3. Lenses & Prescriptions
What types of lenses does Viewner offer?
Viewner offers a range of lens thickness options, including 1.57, 1.59, 1.61, 1.67, and 1.74 index lenses. Higher-index lenses are generally thinner and lighter, making them a suitable choice for stronger prescriptions. The best option depends on your prescription and frame choice.
Can I order prescription sunglasses?
Yes. Many of our frames can be fitted with prescription sunglass lenses. Available options may include gray, brown, green, blue, pink, purple, polarized, and other tinted lenses.
Do you offer photochromic lenses?
Yes. Photochromic lenses remain clear or nearly clear indoors and darken when exposed to outdoor UV light. They are a convenient option for customers who prefer one pair of glasses for both indoor and outdoor use.
What lens coatings and upgrades are available?
Depending on the selected lens, available options may include:
· Anti-Scratch Coating
· Anti-Reflective Coating
· UV Coating
· Water Resistant Coating
· Blue Light Blocking
Available upgrades are shown during the lens-selection process.
Do you offer bifocal and progressive lenses?
Yes. Viewner offers both bifocal and progressive lenses for eligible frames.
Bifocal lenses contain separate distance and reading areas, while progressive lenses provide a gradual transition between distance, intermediate, and near vision without a visible dividing line.
How are bifocal and progressive lenses positioned?
The position of each viewing area is determined by the frame dimensions, prescription, and fitting measurements.
Progressive lenses do not have a fixed visible split. Their viewing zones are designed to provide a smooth transition between different distances. If you have special fitting requirements, please contact us shortly after placing your order.
Can every frame be fitted with progressive or bifocal lenses?
Not every frame is suitable for multifocal lenses. Frames with very short or shallow lenses may not provide enough vertical space for comfortable reading and distance zones.
As a general guideline, a lens height of approximately 30 mm or more is recommended. Product pages will indicate whether a frame supports bifocal or progressive lenses.
Are there additional fees for complex prescriptions?
Some prescriptions require special lens calculations, customized surfacing, or additional laboratory work. An extra processing fee may apply in these cases.
If additional work or payment is required, we will contact you before continuing with production.
4. Frames & Fit
What do the three frame measurements mean?
Frame measurements are normally shown as three numbers, such as 55–18–140:
· 55 mm: width of one lens
· 18 mm: width of the bridge
· 140 mm: length of the temple arm
You can often find the same measurements printed inside the temple of your current glasses.
How can I choose the right frame size?
Compare the measurements of a new frame with a pair of glasses that already fits you comfortably. Lens width, bridge width, total frame width, and temple length can all affect the fit.
A difference of a few millimeters can noticeably change how the frame feels and looks.
Which frames work best for strong prescriptions?
Smaller, full-rim frames are generally the best choice for strong prescriptions because they can help reduce lens thickness and weight.
Acetate and plastic full-rim frames also provide better coverage around thicker lens edges. Rimless or very large frames may not be suitable for certain prescriptions.
What frame materials are available?
Our collection includes acetate, TR90, plastic, stainless steel, silicone, titanium, titanium alloy, and mixed-material frames.
Material availability varies by style. Please check the product description for details about a specific frame.
Can I order glasses without a prescription?
Yes. Select the non-prescription lens option during the lens-selection process. Your frame will be fitted with clear, non-prescription lenses.
Do you offer children’s glasses?
Yes. We offer a selection of frames designed for children. Please review the frame measurements carefully to ensure a suitable fit.
What should I do if my new frames need adjusting?
Minor adjustments may be needed after delivery because every face shape is different.
A local optical store can usually adjust the nose pads, temples, or frame alignment for a small fee or at no charge. Avoid bending the frame yourself, especially if it is rimless or made from a delicate material.
5. Ordering & Payment
What information do I need to order prescription glasses?
You will need:
· A valid eyeglass prescription
· Your pupillary distance, also called PD
· Your preferred frame and lens options
If any important information is missing or unclear, our team will contact you by email before production begins.
How do I place an order?
Choose your preferred frame and select the lens option on the product page. You can then enter your prescription, select lens upgrades, and review your order before completing payment.
Non-prescription glasses can be ordered through the same process.
How can I submit my prescription?
After choosing the frame you would like to purchase, click “SELECT LENSES” to choose your lens options and enter your prescription details.
If you are unsure how to enter your prescription, you may email a clear photo or scanned copy of it to Viewner Customer Service. Please include your name and order number in the email. If the prescription belongs to someone else, please also provide the patient’s name exactly as it appears on the prescription.
Can I change or cancel my order?
Contact Customer Service as soon as possible after placing your order.
We will make every effort to help, but prescription glasses are customized products. Once lens production has started, changes or cancellations may be limited, and a processing fee may apply.
Which payment methods do you accept?
We currently accept PayPal. Cash, personal checks, and money orders are not accepted.
Is online payment secure?
Yes. Our checkout uses encrypted security technology to help protect your personal and payment information during transmission.