Frequently Asked Questions
- Where can I find shipping information?
Our shipping page has all of the answers about rates, estimated delivery times and other shipping policies.
- How can I upgrade to faster shipping?
Contact us as soon as possible and we'll let you know if we're able to upgrade your shipping.
- What are your hours?
For a full list of our hours as well as other contact information, please visit our Customer Service page.
- How can I contact you?
You can contact us by phone, email or chat.
- Where is my refund?
It may take up to 10 business days for a credit to show on your account depending on your banking institution. If you have not received your refund after 10 business days, please contact our Customer Service Team.
- Do you ship internationally?
- I don't understand how to enter my prescription on the website. Is there another way?
Our Customer Service Team is ready and waiting to help you through it.
- How do I use a coupon code on my order?
Underneath the list of items in your cart you'll see "Promo Code"-click it, add the coupon code, submit and enjoy more savings.
- My prescription recently expired. Can I still use it?
Unfortunately, no. We only accept valid prescriptions.
- How do I read my eyeglass prescription?
While you don't need to completely understand how to read your eyeglass prescription to place an order on BestPair.com, you'll need to know the basics in order to select and order the right lenses for your eyes. If you don't have a copy of your prescription, or are not sure how to read it, rest assured that as long as you have your doctor's information we can contact your doctor directly in order to obtain your correct prescription.
- I want to purchase eyeglasses through BestPair.com, but this prescription stuff is confusing. Is there an easier way?
Absolutely! You can always leave the prescription fields blank when ordering, and then either send us a copy of your prescription, or give us your eye doctor's contact information and we will collect your prescription information directly; ensuring that your prescription is correct while you remain free of worry!
- What is the difference between Bifocal and Progressive Bifocal?
Bifocal eyeglass prescriptions were originally only able to be corrected with lenses called lined bifocals; these types of glasses have a visible line at the point where the prescription changes from near to far vision. Progressive Bifocals are lenses that have no visible line and gradually change from near to far vision in a way that is easier for your eyes to adjust to. BestPair.com currently only offers Progressive Bifocal lenses. Unless your prescription notes "Bifocal Only" or "No Progressives", then you can use your Bifocal prescription to place an order for Progressive Bifocal lenses.
- What if my doctor says I need Bifocal correction in only one eye?
BestPair.com is only able to process orders with one type of lens per frame. Since a prescription with bifocal correction in only one eye would require a progressive lens in one eye and a single vision lens in the other, we are unable to fulfill these types of orders. We apologize for the inconvenience.
- My prescription doesn't have an expiration date. Can I still use it?
We can only fill orders for unexpired prescriptions. If your prescription does not have an expiration date, then the expiration date is either 1 or 2 years from your exam date, depending on your doctor's preference. We will verify your prescription with your doctor and notify you if the prescription is expired.
- Why does BestPair.com convert positive (+) cylinder values to negative (-) values?
Ophthalmologists and some optometrists write astigmatism prescriptions with positive (+) cylinders. This is because many years ago the instruments used to measure and cut lenses were only able to do so in positive increments. Nowadays the majority of labs, including ours, cut lenses in the negative (-), and require that any positive (+) cylinder prescriptions be converted into the negative (-) equivalent. Rest assured this conversion does not alter the type or quality of the vision correction that your doctor prescribed you. The conversion will affect (change) the SPH, CYL, and AX parameters in your prescription, but will result in the exact same vision correction you were fit for by your doctor. We automatically perform this conversion if the prescription you enter is written with a positive (+) cylinder.
- Does BestPair.com accept Vision Insurance?
BestPair.com does not accept vision insurance as payment for orders, but we do provide a receipt which can be submitted to your insurance company as an Out-of-Network purchase. Make sure you consult with your insurance provider before you place your order to determine whether they reimburse Out-of-Network purchases and/or whether they have reimbursement limits for Out-of-Network purchases.
- Does BestPair.com offer repair services?
BestPair.com does not offer repairs services at this time. Please consider visiting a local optical store for assistance with repair requests.
- Does BestPair.com sell replacement parts?
BestPair.com does not sell replacement parts. You can check with your local eye doctor to see if they can assist you with replacement parts, or you can contact the manufacturer directly to find out where their replacement parts are sold.
- Can BestPair.com make lenses for my existing frames?
BestPair.com does not currently offer lenses-only orders for frames that were not originally purchased through BestPair.com. But, if you are looking to replace the lenses in a pair of eyeglasses that you purchased through BestPair.com you can contact our Customer Service Department to set up a lens remake order. Please note: this process will require you to send in your existing frames, though we will provide you with free return postage.
- What happens if my doctor changes my prescription after I receive my glasses?
If your doctor changes your prescription due to vision problems you are experiencing with your recent glasses purchase, we will replace your lenses for free within 365 days from delivery date. The replacement lenses will be made with the same lens material and treatments that were previously selected and will require you to mail in your existing frames. Contact our Customer Service Department for more details.
- Does BestPair.com sell prescription sunglasses or Transitions®?
Yes—we offer Transitions® lenses on all eyeglass frames. Single vision prescription sunglasses are also available.
- Do I get a case or cleaning cloth with my glasses?
Some manufacturers provide custom eyeglass cases and cloths with their frames. Any frames that do not come with custom cases or cloths will be shipped with a basic case and cleaning cloth free of charge.
- How do I know my prescription will be correct?
In order to make sure you receive your glasses with the correct prescription we will always contact your doctor directly to confirm your prescription. You can rest assured that what you are prescribed will be what you receive. Our lab has over 50 years of experience with creating lenses, and all lenses are double checked by an optical specialist immediately prior to shipment.
- How do Progressive Lenses work?
Progressive lenses provide bifocal vision correction, but with no visible lines! Lined bifocals have a distinct line or etch in the lens which visibly indicates where the lens switches from reading to distance vision. Progressive lenses are able to complete the transition between the vision corrections smoothly; letting your eyes naturally move between reading and distance vision without the distracting line in your lenses.
- What are UV Rays?
Ultraviolet rays are rays located beyond the visible spectrum. UV rays are categorized into three types: UVA, UVB, and UVC.
- UVA: Most common throughout the year. These rays pass through glass so the can be harmful both indoors and outdoors.
- UVB: The most dangerous type of UV rays and the primary cause of skin burn and retina harm. Rays do not pass through glass.
- UVC: Blocked by the Earth's Ozone layer and do not reach the Earth's surface.
- Can I buy prescription sunglasses?
Yes! We offer single vision prescription sunglasses.
- What are polarized lenses?
Sunglasses with polarized lenses contain a special filter that reduces glare. These lenses are very popular amongst people who enjoy the outdoors, especially watersports.
- How do I clean sunglasses?
Sunglasses should be cleaned using a lint-free, non-abrasive cloth. We recommend using a lens cleaner as well.
- Do I need to wear sunglasses on a cloudy day?
UV rays still permeate through clouds and can still cause damage to your eyes. It is recommended you wear protective eyewear on both sunny and cloudy days.
- Do mirrored lenses offer better UV protection than standard lenses?
No. Mirrored lenses are coated with a metallic coating that is partially reflective. They are good for sports and driving where glare is an issue.
- What are photochromic lenses?
Photochromic lenses are also known as Transitions® lenses. They automatically darkens and lightens in direct response to sunlight. With this convenient feature, this lens enables you to wear one pair of eyeglasses without having to switch between prescription eyeglasses and sunglasses. They are also great for kids who spend a lot of their time outdoors.
- What are reading glasses?
Reading glasses are non-prescription eyeglasses that help correct close-range vision issues. People with presbyopia primarily wear reading glasses.
- What are Bifocal Sunglasses?
Bifocal sunglasses, or reading sunglasses, offers both the benefit of sunglasses and close-range focus, all in one lens. These non-prescription eyewear are versatile for outdoor reading and activities.
- Is a prescription required to purchase reading glasses?
No. Reading glasses are available in standard, select powers, typically ranging from +1.00 to +4.00.
- What are computer glasses?
For those who spend a significant amount of time on a computer, computer glasses or blue light glasses are very helpful. Special anti-reflective lenses reduce glare from a bright screen to help reduce eye strain and headaches.
- BestPair.com Return Policy
BestPair.com has one of the most customer friendly return policies in the online optical industry. If for any reason, you are unsatisfied with your order BestPair.com offers free return shipping so you never have to worry about receiving the wrong size, color, product defects, or even if you're just unsatisfied with the product purchased.
- Why can't I use a coupon on certain products?
Some manufacturers require retailers to sell their products for a minimum advertised price (MAP). Unfortunately, we cannot offer discounts on these products.
- Why is my pupillary distance (PD) measurement needed?
Pupillary distance is an important measurement used to determine the proper lens shape and alignment of your prescription correction to your line of vision. Without an accurate PD measurement, correcting vision can be difficult since lenses need to be aligned over the center of your pupil for proper clarity.
- What if my pupillary distance (PD) measurement isn't on my prescription?
PD is typically measured by your eye doctor during your eye exam. If your eyecare provider does not measure your PD during your eye exam, or if the PD is missing from your prescription, you can request a PD measurement. Some eyecare providers may charge an extra fee for a PD measurement, but many will include it as part of the eye exam. If your prescription does not have your PD measurement on it then you can measure your PD yourself by reading our "Measuring Pupillary Distance (PD)" page and printing out a ruler.
- How do I measure my own pupillary distance (PD)?
Follow the instructions on our "Measuring Pupillary Distance (PD)" page to measure your own PD at home.
- What is pupillary distance (PD)?
Pupillary distance (PD) is the measurement (in millimeters) of the distance between the centers of the pupils of your eyes.