Frequently Asked Questions

To help you along the process, we have answers to some of the more commonly asked questions our customers have had.

FAQ - Your Rx

You can either measure it yourself or use an Android App or an iPhone App to measure it for you.

Please review our helpful videos (scroll to the bottom of this page) on how to read your prescription or you may upload it when you order your glasses.

One or both of your eyes may not have a value for cylinder or axis.

In that case, simply enter 0 as the value for these.

An ADD value typically indicates the need for bifocal lenses.

If you wish to use this, select 'Bifocal' for your prescription type.
It will be a line bifocal.

If you would rather have a pair of single vision lenses, select 'Single Vision' for the prescription type and ignore the ADD portion of the prescription.

Select 'yes' for prism values, and enter the values as written on your prescription.

Please take special care that you select the correct direction of the prism for each eye.

If one eye has no value for prism, simply enter 0.

This is normal, simply select 'No' for your 'prism values' on the ordering page.

Unfortunately, this means that your prescription is out of the range we can process, and we cannot make eyewear in your prescription.

FAQ - Placing an Order

You will be provided with a pair of clear polycarbonate lenses, in either a single vision or a lined bifocal, based on your selection. If you would like upgraded lenses such as no-line progressives or transitional light-changing lenses, you may order them at an additional cost to you.

Yes, however, the program does not fully cover the cost of Progressive lenses. You must pay an additional fee to order them. If you have a discount from a voucher, this discount may be used to reduce the cost of a pair of eyewear, and you pay only for the progressive lens upgrade.

Yes, however, the program does not fully cover the cost of these lenses. You must pay an additonal fee for them.

No, we cannot accept your frames.

The program only covers our evoucher collection frames to ensure a smooth process for everyone involved.

FAQ - Frame Sizes

Please see this image below for reference on what the size numbers mean.

If you already are wearing a pair of glasses, they likely have their size written on them. Typically this looks something like "52-18-140". These three numbers are the A, Bridge, and Temple measurements.

No - Your PD and the frame sizes represent different things. Your PD can, however, give you a good idea of how big a frame will be.

Your PD measures how far apart your pupils are. The idea spot for them is typically in the center of the frame, which means if you add together the frame A and Bridge, you typically want it to be within 8mm of your PD.

If your PD is 64, and you choose a frame that is a 52-18, the total of that would be 70. Since that's within 8 of 64, the sizing should be okay. It's important to note, that this matters much more on higher prescriptions, as the higher the difference, the thicker lenses tend to be.

FAQ - E-Vouchers

New Eyes evoucher applicants must have verifiable income at or below 250% of the Federal Poverty Level, live in the U.S., and have a valid, unexpired eyeglasses prescription. If you would like to register or apply for an e-voucher, please click here.

Evouchers are typically limited to one per person per year. Contact info@new-eyes.org with further evoucher application questions.

Your evoucher, converted into a discount code, will be good for one use. It will cover the full cost (including shipping) of one clear pair of polycarbonate single vision or lined bifocal lenses in a frame from our of our evoucher frame collection. Children's evouchers covers two pair, but they must be placed in the same order for the code to work correctly.

Any additional pairs of eyewear or upgrades (such as no-line bifocals/progressives, or color-changing lenses) will incur additional charges to the client, which may also include shipping charges.

FAQ - Issues with your New Eyes glasses

Replacements for lost or damaged eyewear may be ordered, but the program is not able to cover the costs of these replacements.

We are unable to offer replacements of the eyeglasses due to a change in frame style.

We encourage everyone to take the time to be sure that the frame you select is the one you want and fits your face.

We have a helpful video about choosing frames at the bottom of this page for you to watch.

Please verify that your prescription matches what was ordered.

If an error was made in entering your prescription, we will be unable to replace any lenses.

If your prescription does match what your ordered, please contact us to discuss your issue in more detail.

We are unable to replace lenses due to damage or scratching.

Please contact us to arrange a replacement.

Sometimes a screw or weld in the frames will fail.

If it has been less than a year since we sent you the eyewear, please contact us about a replacement.

This only covers manufacturing defects in the frames, not other damage.

FAQ - Order Times

It typically takes 7-10 days to process your order and ship them out. All eyeglasses are custom made, and we want to ensure you receive a quality product.

Standard shipping via USPS, which typically takes 5-7 business days to be delivered. Other shipping options may be available at additional cost.

Please check with your local post office if you are unable to find your package.

If your package was returned to us, we will be in contact to arrange another delivery as soon as it arrives back at our office.

Ordering Assistance

For help with placing your order, please email us at help@neweyesglasses.org

Videos

Below we have a few select videos to help walk you through the process.

New Eyes - Frame Shapes

New Eyes - Single Vision Prescription

New Eyes - Bifocal Prescription

Frame Size Numbers

Our frames come in a range of size options. Some of them come in multiple size options, others in one. This image will help explain what these numbers mean. If you're currently wearing a frame, it may already have most of these numbers listed, such as the 54-17-145 listed here.