Go Back

Troubleshoot

Select a Troubleshoot topic below for details.

Experiencing Vision Problems
 Please discontinue use of the prescription lenses if any vision problems are experienced and review the following information.

Vision problems may be experienced with lenses due to a variety of reasons. Some of these reasons include:

  • Incorrect Prescription
  • Inaccurate Pupil Distance (PD) measurement
  • Mispositioned OC height
  • Frame base-curve too round
  • Unfamiliar Lens Material
  • Poor Adaptation

To help narrow down the particular issue, it’s helpful to know if the prescription has been worn successfully before or if it is a new prescription, and if the eye doctor has been consulted.

 

New Prescriptions

If there are vision problems with a newly prescribed prescription, please consult with the prescribing doctor in case any changes in the prescription are necessary. Any recent changes in the prescription made by the doctor are covered under the Lens Accuracy Guarantee. Once a new prescription or instruction is available and provided by the doctor, a new warranty request may be submitted as explained in the Warranty section.

Existing Prescriptions

If vision problems are being experienced using an existing prescription that has been worn before successfully, it may be due to a variety of issues causing problems. Please contact order support with the issue(s) being experienced for further assistance with troubleshooting the issue. Any recent corrections necessary are covered under the Lens Accuracy Guarantee.

Lens Distortion

Lens distortion may be caused by a variety of issues. But the primary cause of the distortion is due to refractive light. Some common causes of lens distortion are:

  • Lens Glare & Stray Light
  • Aspheric Design Lenses
  • Progressive Lens Edge - Soft-Focus Areas

Adding Anti-Glare Coating is generally recommended to help reduce lens distortion and enhance the overall vision. New lenses without any scratches may be returned for exchange as per the returns policy to have anti-glare coating applied at normal cost.

Progressive Lens Adaptation Issues

Note: First-Time progressive lens wearers require Progressive Lens Training & Adaptation

Poor adaptation to progressive lenses can be caused by a variety of issues. Focusing on the following issues should be considered to help improve adaptation.
 

Cause Details Solution
Narrow Frame Height A narrow frame restricts and reduces the different view fields which can make it more difficult to focus at different distances. Select frames that have a taller height to expand the distance and reading portion of the lens. Frames and lenses may be exchanged as per the Returns Policy.
Distance/Reading segment too Low/High If the wearer is constantly finding themselves moving the frames up and down to focus on the distance/reading portion, it may be due to the way the sections are positioned in the frame. The Seg Height measurement is used to determine the vertical positioning of the progressive lens in the frames so the distance/reading portion of the lens is not too high or too low. If the Seg Height is not set correctly, it can cause discomfort for the wearer and make the lenses more difficult to use. Progressive lenses may be remade in a different Seg Height measurement as per the Lens Accuracy Guarantee. The new Seg Height must be provided for the request by the customer or the prescribing doctor for accuracy. Sometimes marking the lens with a marker where the pupil usually rests is sufficient to provide to the lab for a lens re-do request in a new Seg Height.
Dizziness or “Going Swimming” The way the different powers in the progressive lenses graduate between each other may cause dizziness. Additionally, the edge of the lens will not provide vision as clear as the center. It takes practice and time to let the brain and eye adjust to the different lens powers and to make focusing on the center of the lens a habit. Adding anti-glare coating may reduce edge distortion, but the dizziness feeling is normal when getting acquainted with a new set of progressive lenses.

Many higher quality brands offer less distortion and a broader vision range, which makes adapting to progressive lenses easier. Lenses may be exchanged for a different lens brand/design as per the Returns Policy.
Unfamiliar Lens Material Generally for the elderly who are used to wearing lenses in a certain material, may experience some difference in the vision. It is recommended to stay with the same lens material. Lenses may be exchanged for a different material as per the Returns Policy.
Complete Non-Adapt When the wearer has too much trouble adapting to the progressive lens and finally determines that progressive lenses just aren’t right for them. Lenses may be changed to standard (lined) bi-focal, tri-focal, or single vision (distance or near) only, as per the Returns Policy.

Blacked-Out Screens & Monitors

Due to the way polarized lenses function, it may be difficult or impossible to read computer screens or monitors with polarized lenses. If reading computer screens with sun lenses are desired, consider a non-polarized tint option.

Back to Top
Verifying Lens Accuracy

Lensometer Reading

The accuracy of a prescription may be verified with a lensometer reading performed by an optical store or eye doctor's office. A lensometer should be properly calibrated before use to help ensure an accurate reading. Most lensometers will produce a reading receipt of the lenses to verify lens accuracy. Transposed or prescriptions within national tolerance are considered accurate. If the prescription lens received is inaccurate, please see the Experiencing Vision Problems section for details.

Lensometer

Prescription Tolerance Levels

A prescription may be considered accurate if within the national optical tolerance guidelines. All prescription lenses provided within the national optical tolerance guidelines per ANSI Z80.1-2015 standards are considered accurate. High-Definition or Digital lenses are known to be more accurate and true to the prescription.

Transposed Prescriptions

Prescriptions with astigmatism (a cylinder (CYL) strength) may be transposed and appear different than the original prescription, but will still be considered accurate. The following steps are taken when transposing a prescription:

  1. Cylinder (CYL) power is algebraically added to the Sphere (SPH) power. The result is the new Sphere power.
  2. The Cylinder sign is changed from plus (+) to a minus (-), or vice-versa.
  3. The Axis is changed by 90 degrees (maximum is 180)

Lens Watermarks

Progressive lenses and in some cases name-brand single vision lenses have clear watermarks or laser-etched markings on them to identify the manufacturer and power of the lens. These watermarks can be difficult to detect with the naked eye unless under high glare conditions. Although the watermarks cannot be removed as they arrive this way from the manufacturer, they generally don't cause distractions due to their (soft-focus area) placement. Please see the black area's in the lens example for details.

 
Watermarking Definitions:
  • The "degrees" circles (°) identify the lens position
  • Numbers under the circle identify the ADD power (ie. 25 = +2.50)
  • Manufacturer Logo under the circle is the Authenticity Seal
Lens Watermarks

Sun-Sensitive Lens Verification

Photochromic or sun-sensitive lenses that are intended to get dark under the sun, must be exposed to direct UV sun rays for generally 30-60 seconds before getting darker. The lens may not get dark if not exposed to direct sunlight, or when driving in a car. A simple test may be performed to verify the darkening properties as explained below.

 
Sun-Sensitive Lens Test:
  1. Hold the frames in your hand.
  2. Cover one of the lenses with the palm of your hand leaving the other lens exposed to direct sunlight.
  3. Hold the frames and lenses under direct sunlight for around 60 seconds.
  4. Take palm off the covered lens to compare the difference between the two lenses.

The lens that wasn't exposed should be darker than the lenses that were covered. If both lenses still remain clear after this test, then the lens may not be sun-sensitive. Please see the Warranty section if received incorrect lenses.

Sun Sensitive Lens Test
Back to Top
Progressives Lens Adaptation

Progressive lenses are an advanced medical device, that requires some practice and getting used to. The eye and the brain have to learn to adjust to the different refractive powers of the lenses. The process generally takes around 1-2 weeks to adapt to using a progressive lens, but the adaptation period may vary based on the viewing habits and posture of the wearer. Therefore, it is recommended for first-time wearers to consult with the eye doctor for the best possible training and solutions available for the individual.

 

View fields & Vision Corrective Ranges

Progressive Lenses  

The lens view field ranges are spread out across different sections of the progressive lens. The peripheral and distance focus ranges vary based on the view field or section of the progressive lens. Distance ranges provided are estimates for most common progressive lenses but may vary based on the brand/design of the progressive lens.

Viewfield Section Distance Focus Range Peripheral Focus Range
Distance Upper Greater than 36 inches Broadest
Intermediate Middle 16 to 36 inches Narrower
Near (Reading) Lower Less than 16 inches Narrowest
 

Common Expectations

First-time wearers may experience discomfort due to a required change of viewing habits. Therefore, training should always be done in a safe environment without putting the wearer in any compromising situation. The progressive lens training process usually takes around 1-2 weeks but may vary based on the wearer. Training and practicing to wear progressive lenses may include getting acquainted with the progressive lens design and changing viewing habits, as explained below.

  • Developing new viewing habits based on the distance of the object.
  • Moving the head further up or down based on the desired distance focus range.
  • Getting acquainted with the areas for Distance, Intermediate, and Near by practicing viewing objects at different distances using different areas of the progressive lens.
  • Getting acquainted with the horizontal vision range (viewing to the side). Areas of soft-focus are at the edges of the lenses, and sharper focus in the center.
  • More head rotation and movement, and less moving of the pupils, especially for closer distances, since the near view field located at the bottom of the lens is narrower.
 

Stair Climbing Example

When climbing stairs wearing prescription lenses, the wearer would usually look through the lower portion of the lens to see the stairs. However, with progressive lenses, the lower portion of the lens is adjusted for reading distance of approximately 16 inches only, which are of course closer than the stairs. Therefore, the stairs viewed with the lower portion of the lens will be viewed with distortion. However, the sense of sight is highly complex and adaptable. Within a short period of time, the habits of the brain are able to learn and adapt to the different viewing conditions. So when climbing the stairs, a wearer simply points their head further downwards to gain better focus of the stairs using the intermediate or distance portion of the lens.

Back to Top
Lens Coating Issues

Lens Scratching

Although lenses with scratch protection may prevent minor hairline scratches or nicks, it will not necessarily completely resist the lens from scratching. Scratch durability may be improved by adding anti-glare coating with included scratch resistance properties.

Lens Scratching

Lens Crazing

Lenses with anti-glare coating may be susceptible to crazing. Crazing may appear like scratches but are actually cracks in the anti-glare coating which may closely resemble a spider web or shatter effect. Crazing may occur if the lens is exposed to excessive heat or chemicals. Crazed lenses are generally covered under the standard warranty upon approval. For details, please see the Warranty section.

Lens Crazing

Coating Separation

Lenses coatings may experience separation. Although most separation issues may be caused by general wear and tear, these issues are covered under the Warranty.
Lens Coating Separation

Coating Delamination

Mirror coating and the polarized film are applied to the front surface of the lens. In some cases, the coating or film may start to peel off. Generally, this is caused by extreme weather conditions or chemicals, but also can be considered as standard wear and tear in certain conditions. Polarized film delamination is generally covered under the standard warranty. See the Warranty section for details.
Lens Coating Delamination

Lens Hue, Film or Residue

Anti-glare coating may appear like a film or residue on the lens. The coating may appear like it leaves a slight greenish, bluish or purplish hue on the lens. This is how the coating is intended to be, which helps prevent the white glare, and cannot be removed unless the entire coating is removed along with the anti-glare properties. To remove anti-glare coating, purchasing (or exchanging) new lenses are required, as the coating is baked into the lens. Please see the Returns Policy for details.
Lens Hue Anti-Glare Coating
Back to Top
Lens Crafting & Cosmetic Issues

Polarized Lens Bevel (Gaps)

The polarized film for Polarized Lenses is applied to the front surface of the lens. When the lens is beveled to fit into the frame groove, the front bevel may strip away some of the polarization film revealing the clear part of the lens. This may appear like a gap, but is only the film being stripped away. Although this issue is usually reduced by moving the bevel more to the back of the lens, this is not always guaranteed, especially for thicker edged lenses.

Polarized Lens Bevel Gaps

Lens Edge Glare / Shine

The shine and bevel from polished lenses may cause a natural shine and stray light depending on the way the light reflects on the edge of the lens. The lens edge shine may become bothersome to the wearer, especially with thicker lenses or edge revealing frame styles (like metal or rimless frames). The lens edge polish may be removed to help reduce this shining effect. Most optical stores should be able to easily remove the edge polish. Otherwise, the lenses may be returned as explained in the Warranty section for a lens polish removal request.

Polished Lenses

Lens Thicker than Usual

All lens orders are manufactured, crafted, edged, and installed exactly to the order specifications. If the lens is thicker than expected, or when compared to a prior pair with the same material, it may be due to a variety of issues.

 
Cause Details Solution
Larger Frame If the new frames are larger than the prior the lenses may be thicker due to larger lenses generally result in thicker lens edges. Selecting a smaller frame. Frames may be exchanged as per the Returns Policy.
Rimless Frame If the new frames are rimless the lenses may be thicker. A flatter edge bevel required for lenses in rimless frames may appear thicker than beveled lenses. Additionally, a minimum thickness may be required for durability/grooving reasons. No solution directly available if rimless frames are desired.
Outside Suggested Range Lens indexes are designed to tolerate prescriptions in specific ranges. Ordering lenses outside of this range may result in a thicker lens. For further details, please see the Lens Thickness Rx Range Guide Stay within the recommended range for the lens material/index. Lenses may be exchanged as per the Returns Policy.

Lens Popping Out

If the lens occasionally pops out of the frame, it is suggested to visit a local optical store for assistance. Some of the ways to resolve the issue depend on a variety of factors and should be handled by a professional.

  • Frames may need to be adjusted/altered to hold the lens securely.
  • An adhesive may need to be applied to the frame/lens.
  • Semi-rimless frames may require further grooving to secure the lens in position
Back to Top
Swap or Re-Use Existing Lenses

For frame replacements, lenses may only be re-used or swapped into new frames if the model is the same. It is not recommended to re-use lenses with another frame.

 

Re-Use lenses in the Same Frame

It is important to consider the following when trying to re-use lenses in the same frame.

  • The lenses may not fit the new frames if the manufacturer has made minor changes in the frame style which affects the overall lens template. See Quality & Style Changes for details
  • The frames may require altering. If the lens was originally installed by altering the frame, the new frame will also need to be altered. Visit an optical repair store for assistance.
 

Re-Use lenses in a Different Frame or Size

It is not recommended for lenses made for a particular frame model and size to be installed in a different frame due to a variety of reasons.

  • Lenses may be too small or out of shape.
  • Lenses in a different size may throw off the PD measurement that was originally used when cutting the lenses, which may cause vision problems.
  • Cutting and beveling the lenses down into the new frames may require specific focal positioning of the lens to be accurate to the wearer, which is generally difficult to accommodate when cutting down lenses.
  • The lens re-beveling process may not be accurate due to sizing constraints.
Back to Top
Experiencing Frame Discomfort

Frames Too Heavy

The frame and lens type generally affects the weight of the glasses. For lighter weight glasses, one should consider the following:

  • Titanium or Rimless glasses are usually known to be lighter than traditional plastic or metal frames
  • Frames with smaller lens area use smaller lenses which would be lighter than if the same lenses were in frames with a larger lens area
  • Thinner lenses are usually lighter due to the lesser mass of the lens
  • Some lens materials are lighter than others (ie. Polycarbonate and Trivex). Please refer to the Lens Material Guide for details.

Frames Too Tight

If the frames are too tight, a physical adjustment or fitting at a local optical store should help improve the way they fit. However, an adjustment won’t always resolve issues related to the frames being too small or tight. This can make the frames uncomfortable to wear. When ordering glasses one should consider the different size components available, such as the eye, bridge, and temple sizes. For details, please see the Frame Size Chart. Uncomfortable frames (and lenses) may be exchanged as per the Returns policy.

Frames Too Loose

A proper adjustment or fitting of the frames should keep the frames from slipping off the wearer's face. However, sometimes this may not be the case. If the frames are inherently too large for the wearer, or if the adjustment doesn’t address the sturdiness of the frame on the wearer, innovative products such as NerdWax Glasses Wax help keep the frames from slipping off the face. This works as an adhesive after applying it to the nose or ear pieces of the frame. This adhesive helps keep the frame from slipping and staying in place.

Nerdwax
Shop NerdWax

Hair Tangled in Frames

Due to the design of certain frames or the frame mechanisms, long hair may get caught in the temple tips, hinges or narrow parts of the frames. Aside from changing the way the hair is worn to avoid contact with the frame, unfortunately, there is no affirmed fix for this type of issue at this time.

Material Allergies & Irritation

Certain frame materials may cause irritation or allergies on the skin from contact. Some of the common materials found on frames may cause an allergic reaction or irritation to the wearer:

  • Nickel
  • Rubber/Latex
  • Palladium (Some Titanium frames may include palladium)

It is recommended for wearers who are sensitive to these materials to avoid wearing frames with these materials altogether. Many frames nowadays are also made with hypoallergenic materials that are available for wearers who are allergic to these materials. To request if a frame contains any particular material, a Product Information Request may be submitted online.

Back to Top
Crooked & Warped Glasses

All frames without lenses will arrive brand new directly from the supplier. It is possible for these frames to sometimes arrive crooked or out of adjustment, especially when additional lenses aren’t purchased at the same time. A physical adjustment or fitting by a local optical store generally resolves any issues related to the frames being crooked along with making the frame more comfortable to wear. If having lenses installed by another optical store, they would generally also provide the adjustment and fitting which would resolve a crooked frame.

Crooked frames are generally not considered defective products, since they are meant to be adjusted and fit to the wearer in person. Although we pre-adjust all frames with lenses ordered from us to be as straight as possible before shipment, not all heads are shaped the same. Therefore, having the frames personally fit and adjusted in person at an optical shop is always recommended.

If unable to have the frames adjusted and fit at a local optical store, the frames may be sent back along with pictures of the wearer including any specific instructions, and we will adjust the frames to our best ability. Please see the Warranty section for details.

Back to Top
Faulty Frame Parts & Components

Tight Screws

It is important to not force a screw out if too tight because it may cause stripping and breakage. Since many screws may have Loctite (or glue) to seal the screw to the frame, it is recommended to have the frame slightly warmed and removed by an optical professional.

Loose Screws

Loose screws may simply be tightened with an eyeglass repair screwdriver or by an optical professional. For recurring screw loosening issues,  the optical professional may apply Loctite (glue) to the thread of the screw before screwing it into the frame helps provide additional support and reinforcement to the frame.

Stripped or Broken Screws

If a screw has been stripped or broken, it must be drilled out and in some cases rethreaded. It is suggested to visit a jewelry repair store to help remove a stripped or broken screw, as jewelry repair stores generally have the proper tools necessary to remove broken or stripped screws from a frame.

Faulty Spring Hinges

A faulty spring mechanism hinge may cause the temple to have a loose or wobbly feel to it and also make the temples difficult to fold. Frames with faulty spring hinges are covered under the Warranty.

Replacement Nose Pads

Universal replacement silicone nose pads are generally offered in a push-on, clip-on or screw-on styles and are designed to fit most frames that accept silicone nose pads. Most optical stores carry spare universal silicone replacement nose pads. We offer both clip-in and screw-in replacement silicone nose pads in a variety of sizes for an additional cost. 

Certain manufacturers who use their own unique nose pad mechanism may not be compatible with universal fit nose pads. In this case, replacement pads may need to be obtained directly from the manufacturer. Existing customers may Request Order Assistance to request extra nose pads. Based on the manufacturer, certain fees may apply.

Replacement Nosepads
See Replacement Parts
Back to Top
Paint & Cosmetic Issues

Chipped Paint

Paint chipping is generally caused by the frames being scratched or damaged in some way. This can commonly occur while trying to install lenses. Although minor chipping can be improved with touch-up paint, paint chipping is generally a form of damage and not covered under the warranty. Therefore, it is suggested to be extra careful when having the lenses installed into the frames, as this can lead to chipping if done improperly.

Corrosion

Sweat and body oils can have an acidic effect on the frames which can cause corrosion. Wearing frames without cleaning them for prolonged periods of time can cause corrosion or mildew. Each individual may have different hygiene or acidic levels therefore it is recommended for the wearer to keep the glasses as clean as possible for their particular circumstances to reduce any chance of corrosion. Many optical stores also have hypersonic cleaners that help remove corrosion but will not reverse any damage to the paint. Frame corrosion is generally considered standard wear and tear and is not considered defective.

Back to Top
Degraded Quality & Style Changes
Eyewear parts and components are generally produced in numerous batches from different factories across the world. Since we only offer new products they will generally be from the latest batch from the manufacturer. The manufacturer of a particular brand may opt to have a batch of eyewear produced by a different factory, which may result in minor changes in style, components, and overall quality of the item. Therefore, the same eyewear seen elsewhere may be from a prior batch and can sometimes have minor differences from eyewear that is produced in earlier batches. This issue is generally outside of the retailer's control as the retailer is not the manufacturer of the product. Although the merchandise may not be the exact same as an earlier batch, the eyewear is still considered to be authentic eyewear that is now being distributed by the manufacturer.
Back to Top
Random Colored Frames

Certain glasses that come in stylish and vivid color patterns with numerous colors (like Tortoise Shell, Safari, or Havana) are not always guaranteed to be the same on every frame. The colors are placed randomly on a per-frame basis and are not replicated in the same fashion on every frame. It is always expected to receive a random color pattern on each individual frame.

A one-time exchange may be requested for another frame of the same as per the Returns Policy however, vetting out a customer acceptable pair through numerous exchange requests is not currently available. Each replacement is provided directly from the manufacturer. Therefore, it is not guaranteed the randomized patterns will be placed on the frames in a particular way.

Random Frame Color Patterns
Back to Top
Request Technical Support

For all other technical support requests please contact the escalation department via email. Include any photos available for better assistance. Accepted file types may include: JPEG/JPG, GIF, PNG, TIF, BMP, PDF.

Email Technical Support
Back to Top
Still have questions?
Contact a customer support specialist. Email Us