FAQ
Payments
What types of payments do you accept?
We now accept Visa, Mastercard, Discover, and American Express, debit cards as well as PayPal and Klarna.
All are safe, easy, and trustworthy global payment methods. We will also provide coupon codes, which will save you pretty much dollars. Kindly pay attention to our subscription newsletter.
Pay With Credit Card
We accept credit card payments with Visa, MasterCard, American Express, JCB, Diners Club International, and Discover. Please click on "Credit Card" and you’ll be redirected to a secure page where you can enter your credit card information. This information, along with the billing address for the credit card, must be entered during the purchase process. For questions regarding your transactions on your credit card, please consult the bank that issued your credit card.
Pay With Paypal
When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password. You may still check out even without a PayPal account. To do so, please click on "Pay with Debit/Credit Card" and you’ll be redirected to a secure page where you can enter your credit card information or complete your payment safely via PayPal.
Pay With Klarna
4 interest-free instalments Split your purchase into 4 equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks beginning at the time your order is confirmed (usually the shipping date). No interest or added fees when you pay on time!
Pay With Google Pay, Apple Pay, or Alipay
When you choose to pay with Google Pay, Apple Pay, or Alipay, you will be redirected to check whether the end device/browser you are using supports the method you choose. The relevant bank/savings bank will provide you with precise instructions. If this check is successful, the final amount to be paid is displayed and the payment can be completed easily and securely using Touch ID, Face ID, or a PIN code.
How can I subscribe to the newsletter with promotions?
Enter your email address at the bottom of the home page to subscribe to our newsletter. You can enjoy our best periodic promotions!
• Be the first to enjoy our exclusive promotions.
• Sneak peeks at our newest collections and products.
What can I do when I am having problems with payment?
• If you're having problems placing your order, first check that we accept the payment method you are using. We now accept payment models: Credit Cards, Paypal, Klarna, Atome, and Stripe
• We are sorry that the FSA and HSA cards are not available for payment on our website.
• Make sure that your card is valid and that you have sufficient funds.
• Make sure you have filled in the correct expiration date, security code, and billing address.
• Try a different device or browser. Please note that firewall settings may stop you from completing a purchase online.
Do you accept insurance?
Unfortunately, we are not currently affiliated with any insurance companies. However, we can provide you with a detailed copy of your invoice, so you may request reimbursement from your insurance company. Check with your insurance company, and if they do, you can download a PDF invoice from the order details page.
Code & Discount
How can I apply the code?
When you check out, please look for a box near your order total labeled “Coupons". Please enter the code or click to apply. You will then see your discount applied to your balance due. Please kindly note that some of the code isn't applied to limited-price items. Each order can apply one coupon code only.
Why is my coupon code not working?
• Each order can apply one coupon code only
• The code has expired
• The code is not eligible for the product you select
• The minimum purchase requirement is not met
• The product is already at a discount
Can I apply two coupon codes to my order?
Each order can apply one coupon code only. That means only one coupon per purchase. Coupons can not be applied to any items that are currently at a discount. If you have several items in your cart, promotional codes will only be applied to full-priced items.
How to Get a Coupon?
• If it is your first time shopping on our website, we will offer a US $10 coupon for your first order.
• We also send promotional emails to our customers. Please subscribe to the newsletter to get it.
• What’s more, you can frequently follow our website to check the new special offer.
Can I still use the code for a new order after cancellation?
The discount code will no longer be valid for your account since it was already used one time.
Do you offer price adjustments?
We do not offer price adjustments on any sales or promotions that begin after your order is placed.
Fit
What do the numbers on the inside of the frame mean?
Working out the right frame size is a common issue when purchasing glasses online. All of the frames have a few numbers printed on the inside of the temple arm. These refer to the lens width, bridge width, and temple arm length of your frames. On each product page, the frame measurements are listed as three numbers under Size Guide. We recommend comparing the measurements of your current glasses to the frame measurements on our website. This will give you an idea of how a pair will fit you.
Tips:
• Your pupils near the center of the lens
• Lenses better not extend past the side of your face
• When you smile, your cheeks don’t push the frames up
• Frames do not slide down your nose
Please check the measurements and size before you purchase an order. If you find that your glasses don’t fit after you’ve received them, you can just send them back and find a better fit for you.
Can I get the frame in a different size?
Our frames come in one size. We are unable to customize the size. The measurement is listed on the product webpage. Please check the measurements and size before you purchase an order.
Will the size be biased?
The size may have a difference of less than 2mm due to the difference in angle and the measuring tool.
Prescriptions
How do I obtain a prescription?
The easiest and most trusted way to obtain your prescription is to see your local optometrist. Please be sure to ask your doctor to include your pupillary distance (PD) on your prescription! If you have any problems while entering the prescription, kindly contact us at https://scoolglasses.com .
Why can't I enter my prescription?
We can fill a wide range of prescriptions, including those with astigmatism. The prescription limitation differs from lens type and frame size. Please kindly choose the correct lenses for your prescription. If your prescription is unable to submit when you choose to enter by yourself, it means that our lab is unable to make the glasses with your prescription. Therefore, please don't update the prescription as a photo, if you find your prescription is out of range and unable to enter by yourself. Please kindly note we use a single PD to fill a prescription, which is the sum of the PD of both eyes.
How do I submit my prescription?
We provide non-prescription glasses, single-vision glasses, progressive glasses, and prescription sunglasses, and different glasses types are available to match different lenses, such as classic lenses, blue light filter lenses, and light-responsive lenses. However, the prescription is not available on all items we sell online. If the item is available on prescription, you will be able to select the prescription lenses on the product page. Before submitting the order with prescription glasses, please kindly enter your OD (Latin terms for right eyes), OS (Latin terms for left eyes), and PD(your pupillary distance), which are 3 important statistics. If you need progressive lenses, please make sure you have the ADD number on your prescription.
How can I tell if I have a single or dual PD on my prescription?
A single PD is one number that measures the distance between the center of one pupil to the center of the other. Most adults have a single PD between 54 to 68 mm.
A dual PD, or monocular PD, consists of two numbers and is the distance between the centers of each pupil to the bridge of the nose.
Only a single PD is available on our website. If you have dual PD, add them up.
Can I use my contact lens prescription to order glasses?
Contact lens and glasses prescriptions are NOT interchangeable. This is because glasses are perched on your nose, at a short distance from your eyes, whereas contact lenses sit on the surface of your eye. Therefore, the two need different prescriptions to give you the best vision correction. If you're not 100% sure, we'd recommend you contact your optician for the latest spectacle prescription or to schedule an exam.
Can I get glasses with an expired prescription?
If your prescription has expired or is more than two years, we recommend that you confirm it with your doctor or eye care provider prior to submitting an order. We strongly suggest you use your eyeglass prescription in the most recent 2 years to order with us. Actually, Eye Care Professionals suggest an eye exam every six months or one year to detect any possible eye diseases in the earlier stage.
Lenses
What lenses can I order?
Please kindly note that we now have many types available: Optical eyeglasses, blue light filter eyeglasses and sunglasses. We provide non-prescription glasses, single vision glasses, progressive glasses and prescription sunglasses, and different glasses types are available to match different lenses, such as classic lenses, blue light filter lenses and light responsive lenses.
You can choose lenses as plano (regular lenses) or as prescribed lenses by filling in your prescription when you place a prescribed order.
After choosing the frames, you can choose the type of lenses that you prefer.
What are/Do you offer polarized lenses?
Polarized lenses are coated with molecules that filter out horizontal light from reaching our eyes. The main benefit of polarized lenses is that they filter out glare. Sunlight reflecting off the water, snow, or roads can create glare which, in extreme cases, can cause accidents, cataracts, snow blindness, and sunburn on your eyes. We offer polarized sunglasses lenses for non-prescription and single vision lenses.
Do you offer blue light filter lenses?
Blue light is a color in the visible light spectrum that can be seen by human eyes. Blue light is emitted all around us everyday and everywhere, especially from digital devices and sunlight.
In an attempt to reduce the possible harm and potentially negative effects of extended blue light exposure, blue light filter glasses are specifically designed to filter out the harmful blue-violet light rays that are commonly emitted from digital screens. The goal is to reduce digital eye strain, prevent eye diseases, and improve sleep. We offer blue light filter lenses for non-prescription, single vision, and progressive lenses.
Do you offer light-responsive lenses?
The light-responsive lenses (also known as photochromic lenses) react change from clear to darker tint lenses on exposure to ultraviolet (UV) radiation and become clear again when indoors. This is the result of chemical responses to the presence (and absence) of ultraviolet light. The level of darkness and speed of transition depends on the level of UV exposure and temperature.
Why won’t my light-responsive lenses darken?
All light-responsive lenses react to factors such as temperature, UV exposure, and lens materials. The level of darkness and speed of transition depends on the level of UV exposure and temperature. Most light-responsive lenses will not get as dark as standard sunglasses, nor will they darken in vehicles or indoors due to the UV protection provided by windows.
How to test my light-responsive lenses?
Place your glasses on top of a piece of white paper outdoors in direct sunlight (not behind a window/windshield) with the lenses facing upward as shown in the picture below.
How long does it take for light-responsive lenses to transition between clear and tinted?
The speed and level at which light-responsive lenses darken can be affected by temperature and the level of UV exposure.
Can I order frames without lenses?
To prevent deformation, we don't offer the frame by itself.
Will this frame work with my prescription?
The prescription limitation differs from lens type and frame size. Please kindly choose the correct lenses for your prescription. If your prescription is unable to submit when you choose to enter by yourself, it means that our lab is unable to make the glasses with your prescription.
Do you offer aspheric lenses?
Yes, we offer aspheric lenses for all prescription lenses. The aspheric lens surface improves visual quality and reduces distortion of the wearer’s eyes as seen by others.
What lens coatings do you sell?
All of our eyeglasses have Anti-Scratch Coating and UV Protection Coating that are absolutely free.
What is the material of your lens?
Our lenses are made of polycarbonate, which is lightweight and highly impact-resistant.
How to get thinner lenses?
We are sorry that we do not provide options for index lenses. Our Lab will proceed to prescribe glasses according to your prescription.
We offer 1.56-index lenses for SPH corrections under +/-3.00, 1.61-index lenses for SPH corrections between +/-3.00 and +/-6.00, 1.67-index lenses for SPH corrections between -8.00 and -6.00, 1.74-index lenses for SPH corrections over +/-8.00.
Orders
Where can I find my order?
Your order ID can be found in the confirmation email or in any order email updates received from us.
You can find your order details here.
Why did I not receive an order confirmation or shipping notification?
Please make sure your email address is correct when you place the order.
Our emails are sometimes grouped as marketing or advertising mail. You may check your spam folder or trash box in case you didn't receive it. The email also may not be received when the inbox is full.
What do I need to order?
Before you order, you'll need to enter a valid eyeglasses prescription (make sure it's not for contacts!) and your pupillary distance (PD). to proceed. The PD is the distance in millimeters between your pupils, and helps us center your prescription correctly in your frames. Make sure this information is provided in your submitted prescription. If your doctor did not include your PD on your prescription, you can measure it using an online tool. Please kindly note we use a single PD to fill a prescription, which is the sum of the PD of both eyes.
How do I make changes to my order?
All prescriptions are verified by our on-site optician team before fulfillment and we will reach out to you if we believe there is an issue with the prescription.
As we want you to have our product as soon as possible, we process orders very quickly. If there is any change you want to apply to your order or you want to cancel your order, please inform us at https://scoolglasses.com within 2 hours after you place the order, and you will get a full refund to the original payment method.
If you want to change the address or prescription, you can update the information here. Please note that the prescription can not be changed after processing.
Due to the specialized nature of prescription lenses and blue light filtering lenses, we will only offer 50% of the order total for a refund, if the order is cancelled after 2 hours of payment.
No changes can be made if the order has been shipped out and completed.
Why is your website asking me to log into my account?
You may have chosen to create an account while placing an order with us (even if you haven’t set a password yet). If you check out as a guest when you place the order, you can set up your password on the sign-in page. You can also retrieve your password by clicking "Forgot password?".
After logging into your account, you can view your order history, check your order status, and print invoices for previous purchases.
How can I view my previous order information?
You can view your previous order information here after setting up your password. If you checked out as a guest when you placed the order, you may have to create a password to set up your login credentials.
Can I order multiple glasses with different prescriptions?
Absolutely! However, due to the shipment restrictions, you can order 7 pairs at the most per order. Different prescriptions can be applied to different pairs before you add them to the shopping bag.
Can I choose to submit a prescription later after placing an order?
You can choose to submit a prescription if you don't have one in hand. We are unable to process the order without a valid and full prescription. You may receive an email from us after you place an order. You can choose to update the prescription on your order details or reply to the inquiry email we sent you.
Shipping
What countries do you ship to?
A full list of the countries where we ship glasses is available on the Payment Page. When you click on the Country drop-down window, you will see the list of countries.
When can I expect my order?
If you’ve already placed an order, log in to your account. You can track your order status and details.
The order will be processed after we have all the prescription information we need. During that time, please pay attention to emails from us in case we need any additional information from you.
After we have everything we need, we will start processing your order. Non-prescription order requires 2-4 business days for processing. Nonetheless, order with high prescription or prescription sunglasses requires 5-7 business days for processing after prescription confirmation.
If your package exceeds the standard processing period, it's normally due to the fact that a particular item(s) requires a longer processing time, or is in pre-order status. The pre-order items, along with the rest of the order, will be processed once the stock becomes available.
We offer Free Standard Shipping for Orders over a certain value and EXPRESS SHIPPING for orders extra paid. Usually, it takes approximately 4-7 business days for express shipping and about 10-15 business days for standard shipping, depending on different countries, areas and shipping carriers. Please be aware that we have no control over the shipping process as shipments can occasionally be delayed due to unforeseen circumstances.
Remember that all orders with prescription lenses will take an additional 5-7 business days to process, depending on the prescription type and lens type. Express Shipping is for the shipping method after processing, excluding the processing time.
When will my pre-order ship?
When you pre-order an item, we will start processing your order after it's available at our warehouse. We're unable to offer expedited shipping on pre-order items. The items of pre-orders, along with the rest of the order will be processed once the stock becomes available. The date shown on the website is only a guide. All Pre-Order items are subject to delays and cancellations during production. Please check the timeframe we updated on the page of pre-order items. We will process your order either on the date shown or shortly afterwards. We’ll update your tracking info. to your registered email after shipment, please kindly check it.
Can I receive the delivery to an APO/FPO/DPO address?
Unfortunately, we do not ship to APO/FPO/DPO addresses. We do recommend using a physical address as your shipping destination.
Do I have to pay for any customs duties?
Import duties and taxes are not included in the item price or international shipping cost. Duty and tax charges are your responsibility and will be collected from you by your country's local carrier prior to delivery. Please check with your country's customs office to determine these additional costs before purchase. We are not responsible for any duties, taxes, or fees associated with the import and final delivery of your order.
How much does shipping cost?
We offer Free Standard Shipping for orders over a certain value and EXPRESS SHIPPING for orders extra paid. You can find our shipping fees directly at the checkout page.
How do I track my order?
You’ll receive a shipping confirmation email with a tracking number as soon as your order has been shipped. Please allow 24-48 hours after the receipt of the notification for the shipping carrier to update your shipment information.
You can also login into your account and track your order in the order details. If you cannot find all orders in your account, please set up your account after creating a password.
What should I do when my shipment is stuck in customs?
Your package may be stuck in customs due to the customs inspection or paperwork required, especially for express shipping. Please contact the shipping carrier to confirm if your shipment is stuck in customs and what further information is required. Customs may need further information from you personally. Please follow the instructions from the shipping carrier to finish the process. It’s possible to lose your package altogether if you don’t reach out to customs in time with the proper payment or documentation.
Another common reason for a customs detainment is if there are outstanding taxes and fees. Most countries will charge you import duties and taxes for shipments that exceed a certain value. Import duties and taxes are not included in the item price or international shipping cost. Duty and tax charges are your responsibility and will be collected from you by your country's local carrier prior to delivery. Please check with your country's customs office to determine these additional costs before purchase. We are not responsible for any duties, taxes, or fees associated with the import and final delivery of your order.
Why is there no update on my package?
Since this is an international package, the tracking number is not updated on a real-time basis.
The tracking site is not updated on a real-time basis, thus showing an error when tracking the parcel. If you are based in the U.S., the second shipment tracking number will be available when the order arrives at our US sorting center. It takes about 7-9 business days. You can also track the pre-shipment on your order details. For other countries, the tracking number will be available in 1-2 business days.
What can I do if I am required to pay import taxes or customs duties?
Customs duty is a tax levied on imports (and, sometimes, on exports) by the customs authorities of a country to raise state revenue, and/or to protect domestic industries from more efficient or predatory competitors from abroad. For shipments that exceed a certain value, most countries will charge import duties and taxes. All taxes are included for EU countries, but for other international shipments, customers are responsible for any customs fees, duties, or taxes that may apply upon delivery. We are unable to calculate the exact amount of duties and taxes your order will incur, as these charges are imposed directly by the country to which the order is shipped. Please note that duty and tax charges are your responsibility and will be collected by your country's local carrier before delivery. Before making your purchase, we advise you to check with your country's customs office to determine any additional costs that may apply. If an order is refused at delivery you will not be refunded shipping costs and/or any duties and taxes incurred. We strongly urge you to review your order prior to shipment.
How do you handle shipping delays?
Please be aware that we have no control over the shipping process as shipments can occasionally be delayed due to unforeseen circumstances. Please verify your shipping address eligibility during checkout. We kindly remind you to enter your full shipping address correctly, including your apartment number if there is one. If you'd like to have your order shipped to a company address, please don't forget to write the company name as an integral part of your shipping address.
If the tracking number has not been updated in 15 days, please contact us via market@scoolglasses.com.
If the tracking information shows that your package has been delivered, but you haven’t received it. Please refer to the following instructions:
• Look for a pickup notice left by the courier
• Check with your neighbours, friends, and family members living at the same address
• Go to the tracking page and request proof of delivery which will show the signature of the receiver
Returns
What is your return policy?
If you are not satisfied with your product, please contact us via https://scoolglasses.com for return instructions within 30 days after receipt. Please do not send your return to the sender's address on your package, which is not the return address and will affect the processing of your return. Please check the details on our Return Policy page: https://scoolglasses.com/user/orders
Where should I return my order?
The return address will be provided based on your location. Please do not send your return to the sender's address on your package, which is not the return address and will affect the processing of your return. We will send you an email with the return steps and other return instructions after you contact us for return validation.
What should I do if the frame doesn't fit me well?
We want you to love the look and feel of your new frames, so we add many natural-looking photos of real life and product details for your reference. Our glasses are only available in one set size, but we'd be happy to recommend a style that might fit you better. We don't provide try-on service and discourage unnecessary shipments for the goal of sustainability. We encourage a decline in energy consumption of transport, an important environmentally friendly practice, reduce pollution caused by delivery, cut down all unnecessary spending and invest more in optimizing prices and improving quality. This is a great step against the shipment patterns of traditional brands and an important step towards the green future. We still appreciate your great suggestions if our items fit anything less than comfortably. Please email us via https://scoolglasses.com
Can I set up an exchange?
Unfortunately, we don’t offer an exchange service. If you are not satisfied with your purchase and would like to purchase different products, please return the items you are not satisfied with and place a new order for the items you would like to purchase.
Does my refund go back to my credit card or is it store credit?
Refunds will be issued in the same form of payment used for your original order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as store credit only to the customer account used to place the order.
Do you have a warranty?
We provide a 180-day warranty on activated products, starting upon delivery. If the products have a defect within the warranty period, we’ll be happy to provide you with a replacement. To be entitled to the warranty, you will need to activate the product when you receive the item. Furthermore, a picture of the damage to the item is required for the warranty to be activated. Please note that this warranty is eligible for one-time use and is non-renewable.
No claim under the warranty can be made if the damage is caused by:
• Damage caused by improper care, negligence, or accident.
• Lost or stolen items.
• Normal wear and tear, including scratches/marks on lenses, or frame oxidation.
• Failure to follow the instructions relating to the product
• Any damage caused by foreign objects being introduced into the eyeglasses, unauthorized modifications or alterations
My glasses were damaged on arrival. What can I do?
If there is a defect in materials and workmanship, please email us the proof of purchase along with a photo of the potential issue. when you receive the package. We want you to be happy with your purchase, so please contact us if you have any issues with your order.
Refund
When will I receive the refund?
We will issue a refund within 7-9 business days. Refunds will be issued in the same form of payment used for your original order.
Can I put my refund on a different card than I used on the order?
Due to security reasons, we can not process refunds to any card/account other than the card/account used on the original payment. Refunds will be issued in the same form of payment used for your original order. If you don’t have access to the card/account on the order, the refund can be issued as a store credit only to the customer account used to repurchase.
Cares&Repair
What's the best way to keep my glasses?
Whether you just get your new glasses or have worn them for a long time, the frames may be deformed, especially acetate frames. This might be due to factors such as temperature changes, age, your lenses or just normal wear and tear. Regularly cleaning your glasses helps to keep your vision clear and can also lengthen the lifetime of your glasses. Here are some tips to share with you to keep your glasses in good condition.
• Use both hands to put them on and take them off
• When putting them away, place them upside down with the bridge at the bottom
• Always store them with the lenses facing upwards in the case.
• Rinse them with mild dish soap and lukewarm water (not hot water), and dry them with a soft cloth.
• Avoid leaving them in places where they might get extremely hot or cold — such as near a heater, or in a car, as this can warp or crack your lenses, cause any special coatings to peel off, and also may change the frame shape.
• Never use your shirt or paper towel to clean your glasses
How can I adapt faster to my new glasses?
If you use a new prescription for your glasses, you may feel a little painful or strained due to a higher prescription. Normally, it takes 1-2 weeks to adapt to a new prescription. Changing the size of the frame might also take about a few days to get used to. The lenses will be thicker and the blind zone will be larger if you change to a larger frame. If you still find it gives you a headache or dizziness after you make sure your prescription is accurate and the glasses fit you, you may need to ask your doctor to adjust your prescription for glasses.
Can you replace the lenses if I send you my frame?
Sorry, we offer our lenses with frames as a whole package. We strongly suggest not doing it as the lenses may not be perfectly suitable for your old eyeglasses frame if you buy them only. Furthermore, the best service life of a frame is about one year. The frame may be deformed and faded after being used for one year, due to factors such as temperature changes, age, prescription lenses, or just good normal wear and tear. So, changing frame when necessary is good for your vision and appearance.
Contact us
Collaboration Inquires
For any kinds of marketing inquiries and related cooperation, kindly contact us at market@scoolglasses.com. We would love to hear from you.
Wholesale Inquiries
For wholesale purchases, kindly contact us at market@scoolglasses.com. We would love to hear from you.
