Frequently Asked Questions

Here’s a compiled a list of commonly asked questions for your convenience.
If you need further assistance, please use contact form or send us a text.

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Frames

With a dedicated commitment to sustainability, we choose to use innovative materials, such as recycled acetate, up-cycled skateboards and other responsibly sourced materials to create our compelling collections without compromising on production quality.
All eyewear are design in house. We reference classic silhouette for inspiration, followed by sketching designs and mapping out product details for prototyping. With numerous rounds of edit and refinement, frame design is finalized and made with premium quality materials. Made by hand and carefully assembled; last polished for the unique texture surface. A series of quality checks and testings are performed on all frames before they are brought available to you.
You certainly can! If you wish to use your own lens provider, select “frames only” when adding to cart. If you are just wearing the frames without prescription, we recommend you add-on the optical grade plano lens to protect your eyes. You can choose to add blue light filtering and UV responsive features to your non-prescription glasses.
If you discover that the frames don’t fit perfectly on you, you may head to a local optician or eyeglass store to make minor adjustments to fit better. Most stores offer to do it for free or for a low price. Our Fit & Style Guide section will also assist you in finding a suitable pair. Also, take comfort in knowing that you can always return it or have it exchanged within 14 days.
Note that opticians will sometimes heat your frames to make them more malleable for adjusting. Direct heat applied to the lenses can cause damage. Please ask your optician to avoid heating your lenses directly. Also some frame materials should not be heated, such as wood, bamboo. Please inform the optician of the frame material before adjustment.
Use your current glasses as a reference! Before you search for your new frames, find your measurements on the inner temple of your current eyeglasses. The series of numbers (measured in millimeters) represent measurements for the specific part of the frame. If not, you may also visit an eyeglass shop and try on glasses to find one that fits. Then record its measurement numbers. Check the Fit & Style Guide section for more information on finding your size, shop by face shapes and skin colors.
Remember, one person will fit several different sizes depending on the style and design of the frames (eg, S-M, or M-L). Our collections are designed to fit most people.
You can also follow these quick tips to ensure a better fit.
• Lens diameter within 2 mm of your current frames. If you are ordering for sunglasses, this value can be greater.
• Bridge width within 1 mm of your exact size; metal frames with nose-pads are flexible up to 2mm.
• Temple Length within 3 mm or less. If you think you have a bigger head than the average, you should purchase frames with a minimum temple length of 145.
We do not offer a home try-on service because most of our frames are limited in quantity. They are handmade with smaller batch production which brings unique DNA to every pair. Many models are discontinued in reproduction with limited stock labeled.
In addition to the pair of glasses you order, a glasses case and a microfiber cleaning cloth are also included in each purchase. If you purchased our Co-pay Protection Plan for your pair of glasses, you will receive a protection card which indicates the plan’s protective terms and active time period.
To decide whether the frame from our collection can be ordered as sunglasses, you can go to Shop in Menu, and click on category “Rx-able”. And products with this filter result can be ordered and used as sunglasses (with or without prescription). We also offer UV Responsive lens (photochromic) in prescription and non-prescription. It is an adaptive lens that changes from light to dark based on UV rays and exposure to the sun.

Lenses

The lenses are made in the US and fitted at a certified lab in New York by highly skilled professionals with years of experience in the business. We only use the best quality lenses available on the market. All lenses meet US FDA optical lens standards and regulations.
We offer a wide range of lenses to meet your specific optical needs.
• Non-prescription plano lens
• Prescription Single vision clear lenses in low to high Index
• Prescription & Non-prescription Blue light filtering lens
• Prescription & Non-prescription UV responsive lens
• Prescription & Non-prescription Sun lens in low to high Index
• Ready-made reading lens
Learn about the differences between them and the options in the Lens Guide section. There you will find informative descriptions to help you choose the lens that is right for you.
Anti-reflective coating free of additional charges on all of the add-on lenses. If you specifically do not want the anti-reflective coating on your glasses order, please indicate that under the comment section during checkout.
Aside from that, scratch-resistant, UV protection, and superhydrophobic coatings are also available to array of lenses without additional charges. Note not all lenses come with all of those coatings. Please refer to the “Lens Benefits” section under Lens Guide for all the coating and features we offer in our lens line.
New glasses may leave you feeling a bit off-balance, so gradually increase your wear time until you fully adapt. Avoid switching back and forth between glasses, as it will take longer to adapt. It can take a few days to adapt to single-vision lenses. If you’re still having vision issues after the adaptation period, consult your eye doctor.
We will be happy to replace lenses to the glasses that are purchased from our site only for an additional charge. Send us an email at orders@vuframeworks.com with your valid prescription and lens type request. We will contact you with the cost of the lens and direct you to the detailed procedures (For customers located within the domestic US only). We highly recommend you purchase our Co-pay Protection Plan for your glasses order. In case that your lens needs replacement within the protection period and terms, you will get the replacement for half of the price.
We are sad to say that we do not currently offer bifocal or progressive lenses.
We can only fulfill single vision prescription lenses (distance, computer and reading prescription). You can still order frames without lenses and have them inserted by your optometrist. Just go to the product page and select “Frames Only” when ordering.
We recommend keeping your lenses in top condition by following these simple steps.
• Rinse off your glasses with water before wiping to remove particles that might damage the lenses.
• Use lens cleaners or warm water with a little dish washing liquid to wipe your lenses. Do not use chemicals that are not intended for lenses. Avoid abrasive substances on or around the lenses.
• Always use clean soft cloth, like the micro-fiber cloth we include in your purchase, to clean your lenses. Make sure there are no particles in the cloth before cleaning.
• Do not expose lenses to extreme temperatures (e.g. leaving glasses on the dashboard of a car). This will warp the lenses and destroy coatings.
• Avoid laying lenses face down. Always put your eyeglasses in the protective case when not in use. This protects it from accidental damages.
We offer a Co-pay Protection Plan for only $10 to each pair of customized lens glasses ordered. If your lens is damaged during the covered time period and terms, you only need to pay half of the original lens price to have them replaced by us. We highly recommend this add-on plan if you have a strong prescription and need to purchase high index lenses.

Prescriptions

The lenses are made in the US and fitted at a certified lab in New York by highly skilled professionals with years You can obtain your prescription by having your eye examined by an licensed optometrist or ophthalmologist. Hospitals, eye clinics, and most eyeglass stores can provide the service. Most insurances will cover this examination. Your prescription is valid for 2 years from the date you take your eye exam. Your optometrist is required by law to provide you with a detailed prescription. Make sure your Pupillary Distance (PD) is included in your prescription.
Currently we are able to fill single vision prescriptions in the following ranges:
SPH: -12.00 to +6.00
CYL: -4.00 to +4.00
AXIS: 0° to 180°
PD: 50 to 76
If your prescription falls outside these ranges. Please contact us through email at orders@vuframeworks.com with an attached copy of your valid prescription. We will review and determine whether or not we will be able to provide you with prescription lenses.
If you don’t have CYL and AXIS value in your prescription, that means you do not have astigmatism. Just leave the respective fields blank when filling out the prescription while ordering.
Yes, we offer non-prescription reading glasses from +0.25 to +4 with 0.25 intervals. You do not need a prescription to order them. You can also order prescription reading glasses with a specific PD value, and CYL and AXIS corrections. Select “Prescription (Single vision lens) > “Standard” > “Basic” and add glasses in your cart, fill in your detailed farsighted prescription on the next page to proceed.
The pupillary distance (PD) is the distance between your pupils in millimeters. In most cases, the PD measurements are between 57mm to 76 mm; the average PD is 63mm for men and 60mm for women.
Ask your doctor for a full prescription with your pupillary distance (PD) indicated. They are required by law to provide you with the information. We require your PD measurement to align the optical center of the lenses to your pupils. This ensures that the glasses give you the sharpest vision possible. Click here for more information.
You can also find out how to measure your Binocular PD at home by visiting the How to Measure PD by Yourself section in Pupillary Distance. For strong prescriptions, we strongly urge you to get PD value from your eye doctor.
OD: Right eye
OS: Left eye
SPH or PWR: Sphere or Power. Measure for near (-) or far (+) sightedness. e.g. -12.00-+6.00
CYL: Cylinder. Measure for astigmatism. You will only have this value if you have astigmatism. If not, leave it blank. e.g. -4.00-+4.00
AXIS: Direction of cylindrical lens. You will only have this value if you have astigmatism. If not, leave it blank. e.g. 0° to 180°
ADD: Add Power. Additional plus power for nearsightedness. e.g. 1 to 4, or HIGH, MED, LOW. If you have this value, it means you need bifocal or progressive lenses. We currently do not offer those lenses.
PD: Pupillary Distance. Measure of distance between the centers of two pupils. e.g. 50mm to 76mm
PRISM/ BASE: Optical Prism. Prism is added to some eyeglass prescriptions to compensate for eye alignment problems. They are not seen in most prescriptions and we currently do not take prescriptions with prism correction.
Click here for more information on how to read and enter your prescription.
If you discover you’ve entered your prescription wrong after submitting an order, please contact us as soon as possible by text and by email at orders@vuframeworks.com with your order number indicated. Do not worry, we give plenty of chances to let you check that you’ve entered the right prescriptions throughout the online order process. We also require a copy of your prescription by email upon order submission to validate your prescription before processing your lens order.
If we see any obvious mistakes in your prescription, we will contact you to clarify. Be assured that the prescription entering process is simple and straightforward. You will have plenty of chances to double check that you have entered the correct prescription before submitting your order.
After your order is placed, a confirmation email with your order details will be sent to you to check for the last time. We also require you to send us a copy of your prescription by email upon order submission to validate it before processing your lens order. Our lab technicians will also review your prescription before processing the job.
No, as they are measurements for lenses at different distances from the eye. You must use a valid eyeglasses prescription to order glasses on our site.
You should update your prescriptions every 2 years.

Co-pay Protection Plan

The plan replaces damaged lenses. This applies to any eyewear orders with customized add-on priced lenses.
• Limited up to two replacements
• Pay only 50% of lens prices at the time of replacement
• Protected pair of glasses must be specified at the time of purchase.
• Plan only applies to orders within the domestic United States.
• Plan covers for 2 years from the date of purchase.
• Damaged eyeglasses must be returned for replacement at your own expense.
• Only valid for customized lenses ordered from Vu Frameworks website.
• Replaced lenses must have the same lens type, materials and prescription as the original.
Trust us, we wouldn’t if we could. But currently, the fee is necessary for us to be able to offer the myriad of options of high quality lenses. Be assured that you are still saving on lens replacements with the plan. See more details regarding the plan here.
No, the protection plan only covers lenses with the same prescription from the original order.
When you have a need for replacement under the protection plan, simply contact us with the order number indicated. Upon approval, we will contact you with detailed steps for you to take next. Your new glasses with replacement lens will arrive approximately 15 business days once we have confirmed receipt of your old specs. It's that simple!

Returns and Exchanges

For any reasons, you are not happy with your order, you have (14) days from the date you receive the glasses to make a return. Shipping charges will not be refunded.
Refund to the original payment method (credit and debit card or Paypal account)
For ‘Frame only’ order
• Fully refundable (excluding shipping).
For ‘Frame with add-on Lens’ order (Prescription & Non-prescription)
• Frame price is fully refundable (excluding shipping).
• Lens price is 50% refundable (This is necessary, since return lens can not be reused and will be discarded). 
Return for store credit
You can return order for an one-time-use 100% store credit (excluding shipping) to be used on our site for your next order.
Learn about detailed return procedures and return terms and conditions on our Returns & Exchange page.
Return Procedures
1. Sign into your account and go to ‘Order History’ section, select the item that you want to make the return. Submit your return request after you give a reason for your returns in the message field provided.
2. We will review your return request. Upon approval, a return authorization number (RA) and form will be emailed to you, along with a prepaid shipping label.
3. Print them out, put the (RA) form inside the return package, then intact the shipping label onto the original shipping box and ship it back to us. All free unused accessories must be returned together with the order. Do not ship glasses back in flat envelopes.
4. We will then contact you via email to confirm the receipt of your returned package. Please allow for 10 business days to process your return request upon receiving your parcel. We will inspect your returns first to ensure it meets all return terms and conditions.
5. Only eligible returns will be proceeded. You may choose to receive a refund (excluding shipping) on your previously charged credit and decit card/Paypal or received in in store credit, for use on future purchases from our site. Store credit will appear under your account upon completion of the return. For refunds, expect to see the funds appear on your credit card statement within 5 to 10 business days of us receiving your returns.
Return Terms and Conditions
All returns must meet all of the following criteria:
1. Returns must be made within (14) days of delivery.
2. Customer must contact Customer Service WITHIN (14) days of delivery.
3. Returned item must not be purchased at a discounted price during a sales event. All products marked final sales on product info page are not eligible for returns or exchange.
4. Returned item must have an authorization number (RA). Any returns without an authorization number will not be processed.
5. The returned item must be in new condition, unused and unaltered. Item must be returned in its original packaging box with the included accessories (cleaning cloth and box). We reserves the right to refuse the return if products are damaged or missing.
6. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Learn about detailed return procedures and return terms and conditions on our Returns & Exchange page.
Defective and Damaged Product
In the unlikely event that your order arrives defective or damaged, return the item for inspection within the (14) days. Please inform us of any damaged or defective items in your shipment within (14) days of receiving your order, include a photo of the damage or problematic part. If our inspection shows the glasses were made incorrectly or has manufacture defection, we will remake them or replace with the same one for you at no additional charge.
You may choose to receive a refund on your previously charged credit card or to receive the store credit to use on your future purchases from our site. Store credit will appear under your account upon completion of the return. For refunds, expect to see the funds appear on your credit card statement within 10 days of us receiving your returns.
For more information on refund, please check out our Returns & Exchange page for details.
Once you have submitted your return request, you can check the status of your return request through your online personal account. We will also inform you through email. Make sure to check your email setting to prevent informative emails getting to the spam folder.
Only eligible returns that fulfilled all return terms and conditions will be authorized. Any returns without a valid authorization code will not be processed.
For more info on return terms and conditions, please visit Returns & Exchange page.

Shipping

We ship to U.S. all 50 states, U.S. military bases, territories, possessions, and Freely Associated states via USPS First Class, Ground Advantage and Priority Mail. You can choose a various shipping methods during check out. We also ship to Canada vis UPS Standard and UPS Worldwide Expedited. For other International countries, we only ship non-prescription glasses and sunglasses with email request. For more info, please refer to Shipping page.
After your submission, we will usually process your order within 48 hours. We might contact you for prescription validation. It takes on average 3-5 business days for the lab to fulfill prescription glasses orders in the lab, and less time for non-prescription glasses orders. Once your glasses are ready to be shipped, we will send you an email with a tracking number and instructions on how to track your order online at your carrier's website. You should receive your glasses between 5 to 15 days after placing your order, depending on your location and the shipping option you choose. Please note that deliveries to remote areas cannot be guaranteed by the specified time.
In case you need your order sooner we recommend choosing the Expedited Service for an additional $25 plus tax. This reduces your order turnaround time by a few days and shipping will be upgraded to priority mail. Expedited Service can only be applied to orders shipped to addresses in domestic US (50 States including Alaska, Hawaii and DC). It is not available for P.O. Box addresses.
Meantime, you can check the status of your order under ‘Order History’ by logging into ‘My Account’ on our site.
We ship to Canada with the Standard Service with two tiers of shipping speed.
UPS Standard, flat rate $12 per order.
UPS Worldwide Expedited, flat rate of $23 per order.
Customers are responsible for all custom duties and taxes. UPS offers value up to $100 with $0 charge for the lost package.
For other international countries, we can only ship non-prescription order and plano sunglasses. Please email us with product model number and your detailed address, we will reply with an estimated shipping quote.
When your order has shipped, you will be sent a tracking number to track. You can also track your order status via your order history by signing into your account page.

Payments

We accept VISA, MasterCard, American Express, Discover, PayPal Express, Apple Pay, Vu Frameworks E-gift cards and store credit.
HSA/FSA credit cards coming soon.
Instantly after you submitted your order online.
We care deeply about our customers' privacy and security! Our site is highly encrypted for your protection. All transactions that take place on our website are encrypted with Secure Socket Layer (SSL). It protects personal bank or customer data from unauthorized access. All data is held and protected on our secured servers and we do not share your information with anyone else. We do not store any credit card data on our server. Please review our Privacy Policy.
We do not accept insurance directly. However you can ask for reimbursement from your insurance provider by submitting an itemized order receipt. Please email us with your order number, we will provide it to you. Also contact your insurance provider to find out ahead of time on coverage and required documents for reimbursement.
We are working on accepting HSA/FSA directly through online payment.