frequently asked questions
We've compiled a list of commonly asked questions for your convenience. If you can't find the answer to your question, please contact us for further assistance. At Lucent Optical, we're dedicated to making it easy for you to get the eyeglasses you'll love.
Customer Service
Hours: 5am - 9pm EST every day
Call: (800) xxx-xxxx
Fax: (xxx) xxx-xxxx
Visit: Help Center
Returns
What is your return policy?
At Lucent Optical, we are dedicated to ensuring a positive shopping experience for our customers. If you are not completely satisfied with your purchase, we offer the following return options:
- Glasses: Return them within 30 days of receiving your order for a full refund or store credit. Please note that shipping costs are non-refundable.
- Contact Lenses: Return unopened boxes within 30 days of receiving your order for a full refund, minus a $5 restocking fee, with a pre-paid return shipping label provided. Opened boxes can be exchanged free of charge within 30 days if the lenses are incorrect or defective. Expedited and next-day shipping costs are non-refundable.
Return Conditions:
- Glasses must be in their original, unmodified condition.
- Contact lenses must be in their original, unopened boxes.
- Returns due to accidents, negligence, or improper care are not covered.
- Consolidate all items from an order into one return package for a smooth process.
- We monitor return activities to prevent abuse and may limit returns and exchanges as necessary.
- Standard shipping costs for contact lenses will be refunded, but expedited and next-day shipping costs are non-refundable.
By adhering to our return policy, we can continue to provide high-quality products and services to our valued customers. For any questions or assistance with your return, please contact our help center.
Do you have a warranty?
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Do you offer to repair glasses?
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Do you offer to repair glasses?
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I want to return my glasses. How do I start a return?
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I sent my glasses back. What is next?
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Can you replace lenses if I send you my frame?
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I have my replacement frame. How do I repair my glasses?
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Can I get replacement nose pads?
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How do I tighten my rimless glasses?
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How do I use my store credit?
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Can I put my refund on a different credit card than I used on the order?
As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order. If you don’t have access to the credit card on the order, then the amount of the refund will be issued as a store credit only to the customer account used to place the order.
Shipping Information
Shipping Availability
Please note that shipping availability and estimated delivery times are subject to change. For the most current delivery information, refer to the tracking details included in your shipping confirmation email.
Fees and Estimated Delivery Times
US & US Territories (Puerto Rico, U.S. Virgin Islands, etc.)
Standard: $4.95 (Estimated delivery in 7-14 business days)
Express: $15.00 (Estimated delivery in 5-10 business days)
Rush*: $19.00 (Estimated delivery in 3-5 business days)
Overnight*: $29.00 (Estimated delivery in 2-4 business days)
Canada
Standard: $6.95 (Estimated delivery in 7-14 business days)
Rush*: $19.00 (Estimated delivery in 4-6 business days)
*Rush and Overnight options are subject to availability.
Shipping Information for Lucent Optical
The estimated delivery times do not account for the production time for glasses or the verification process for contact lenses. Shipping options may be limited to standard shipping for specific destinations and remote areas, such as Hawaii and Alaska.
Shipping Delays
While we strive to deliver your package as quickly as possible, external factors beyond our control may cause occasional delays. These factors include weather conditions, natural disasters, customs procedures, address issues, and supply chain disruptions. For the latest updates on shipping service disruptions, please visit the following link or consult your local mail service:
International Service Disruption Updates
Rush & Overnight Delivery
For rush delivery requests, we accelerate the production of frames. Please note the shipping and handling fees based on your selected delivery window:
- Rush Delivery: $19 shipping & handling fee for the first frame, $4.95 for each additional frame.
- Overnight Delivery: $29 shipping & handling fee for the first frame, $4.95 for each additional frame (up to 5).
Please note that Rush and Overnight orders are not eligible for cancellation due to the expedited manufacturing process.
Duties, Taxes, and Additional Charges
Duties, taxes, and any additional non-refundable fees are assessed by the customs authority at the destination and are the responsibility of the recipient.
Military Addresses (APO/FPO)
Standard shipping timeframes do not apply to military addresses. Orders sent to APO and FPO addresses require additional handling and processing, resulting in longer delivery times.
Tracking
Once your order is processed, you will receive a confirmation email with tracking details. Click here to view your order status.
Shipping Carriers
- USPS
- FedEx
- Canada Post
- Landmark Global
- Hongkong Post
Where does Lucent Optical ship to?
We proudly ship our affordable eyewear to over 200 countries worldwide! “Eyewear for Everyone” truly is our goal.
I just placed several orders. Can I combine shipping?
To maintain the fastest service for our customers, all orders are processed and shipped separately.
I live in one country but want to ship to a different country. Is this possible?
Yes. The shipping address does not have to be the same as the billing address. To ship your order to a different country, enter the address and country during checkout.
Can I change the shipping address or shipping method?
Contact us to change your shipping information. We’ll be happy to check the status of your order and make any changes if possible.
What do I do if my package is damaged during shipping?
Contact us right away! We will work with you to replace your damaged glasses with a new pair.
Prescription & PD FAQ for Lucent Optical
Do I need a prescription to order glasses from Lucent Optical?
Yes, you'll need your prescription and pupillary distance (PD) measurement to order glasses from Lucent Optical, except for non-prescription glasses or readers.
How do I enter my prescription?
You can upload your prescription directly on our website or enter it manually. Ensure that all values and signs (+/-) match your doctor's prescription before proceeding.
What if I don't have my prescription on hand?
If you don't have your prescription, we recommend contacting your eye care professional to obtain a copy.
Can I use an expired prescription to order glasses from Lucent Optical?
We strongly advise against using an expired prescription. An outdated prescription may not provide the best vision. Regular eye exams are essential for maintaining your eye health and visual clarity.
Can I order multiple glasses with different prescriptions in a single order?
Absolutely! We've made it easy to order glasses for the whole family.
What if I have astigmatism?
Astigmatism is very common, and we can make glasses for a wide range of prescriptions, including astigmatism.
Can you fill strong prescriptions?
Yes, we can accommodate a wide range of prescriptions. If your prescription includes astigmatism (CYL), this range may be further limited. Enter your prescription on the order page to check the specific availability for your selected frame and lenses.
- Single Vision: Sphere (SPH) up to +12.00/-20.00, Cylinder (CYL) up to +/- 6.00
- Bifocal: Sphere (SPH) up to +6.00/-9.00, Cylinder (CYL) up to +/- 6.00, NV-ADD up to +3.50
- Progressive: Sphere (SPH) up to +8.00/-10.00, Cylinder (CYL) up to +/- 6.00, NV-ADD up to +3.50
- Prism (single vision only): Up to 5.00 in any base direction
Can you fill prescriptions with a prism correction?
? Yes, we offer single vision glasses with a prism correction of up to 5.00 diopters in any base direction. We do not offer prism for progressive or bifocal lenses.
How can I measure my PD at home?
Measuring your PD is easier than ever with our virtual PD tool. Click here for more details.
What if my prescription includes a single PD or dual PD measurement?
If your prescription includes a single PD, it's a single number representing the combined measurement for both eyes. A dual PD includes two numbers, where the first number represents the right eye (OD) and the second number represents the left eye (OS). Make sure to enter the correct type of PD measurement when ordering your glasses.
Can I change my prescription or PD after placing an order?
It's crucial to double-check your information before finalizing your order. Once an order has been placed, we cannot make changes to your prescription. If you need help canceling an order, please contact our customer support team for assistance as soon as possible.
If you have additional questions about your prescription or PD, don't hesitate to reach out. We’re here to help!
Ordering
How do I return my product?
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How do I care for my product?
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Do you offer extended warranties?
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Product
How do I return my product?
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How do I care for my product?
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Do you offer extended warranties?
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Payments And Discounts
How can I cancel my order?
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What if I receive the wrong product?
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Do you offer exchanges for faulty items?
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Free Shipping
For all Customers
Real reviews from real customers
40368 reviews
Let customers speak for us
I couldn’t be happier with the kids' glasses we bought from Lucent Optical! The frames are stylish, sturdy, and fit my child perfectly. The lenses are high-quality, and the entire ordering process was easy and straightforward. My little one loves their new glasses, and the price was much lower than what we’ve paid at other places. I’ll definitely be shopping here for all our family’s eyewear needs. Highly recommend!
I’m really pleased with the kids' glasses I purchased from Lucent Optical. The frames are super cute, and the lenses are perfect for my child. The only reason I’m giving 4 stars is that the sizing options were a bit tricky to figure out at first, but once I got the right size, everything was great. The quality is excellent, and my child loves them. I’ll definitely recommend Lucent Optical to other parents!
Lucent Optical has completely changed the way I shop for glasses. I used to spend so much at my local optician, but now I get the same quality for a fraction of the price. I ordered progressive lenses and frames, and the entire process was seamless. The glasses arrived quickly and were perfect right out of the box. Highly recommend!
I’m so glad I gave Lucent Optical a try! The frames are stylish, the lenses are high-quality, and the prices are unbeatable. I saved a ton compared to what I would have paid at other optical stores, and my new glasses fit perfectly. I’ll definitely be recommending Lucent Optical to everyone I know!
With three kids wearing glasses, the costs add up fast. Thankfully, Lucent Optical made it so much more affordable. I ordered glasses for all three of my kids, and the total cost was less than what I’d usually pay for just one pair! The quality is outstanding, and they love their new frames. I’m a customer for life!
I’ve always been cautious about buying glasses online, but Lucent Optical exceeded all my expectations. I got a pair of durable, fashionable frames for much less than I’d pay in-store. The ordering process was easy, and their customer service was so helpful. I’ll definitely be back for more!
Lucent Optical delivered exactly what I was looking for—affordable, high-quality eyeglasses. I usually have a hard time finding frames that fit my style, but they had so many options to choose from! Plus, I saved hundreds compared to what I usually pay. Can’t recommend them enough!
I’ve worn glasses my whole life, and Lucent Optical has by far been the best place to buy them. The variety of frames is amazing, and I found a pair I absolutely love. The price was unbeatable, and the lenses are top-notch. I saved so much compared to other stores! This is the only place I’ll be buying glasses from now on.
As a first-time buyer from Lucent Optical, I couldn’t be more pleased. I got two pairs of prescription glasses for the price of one I’d normally pay at a retail store. The quality is fantastic, and the frames are really comfortable. I’ll definitely be recommending Lucent Optical to my friends and family!
I’ve always dreaded shopping for prescription glasses because of the high prices, but Lucent Optical changed that! I was able to get a stylish pair with high-quality lenses for less than half of what I’d pay anywhere else. The process was simple, and my glasses arrived quicker than I expected. Lucent Optical is now my go-to for all eyewear needs!
I’m thrilled to have discovered Lucent Optical for our family’s eyeglasses. For a family of five, we’ve saved over $2,000 on prescription eyewear. Each pair we ordered cost under $100, which would have easily been over $600 at Walmart! I highly recommend Lucent Optical for anyone looking to get high-quality prescription glasses and save big for the whole family.
1-833-LUCENT-1
Glasses@LucentOptical.com
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