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Frequently Asked Questions

1. How does the prescription lens replacement service work?

Simply complete your order online, and send us your glasses with a copy of your most recent prescription (or upload a copy online). We'll remove the current lenses, make/install the new lenses and return your original lenses, cases, etc, It generally takes about 1 week for our in house production to complete your order and ship them back. When we ship them back, you'll automatically receive an email from us with the tracking number and delivery date.

2. How should I ship you my glasses?

We offer prepaid shipping label options for your convenience. However, if you prefer to send us your glasses yourself:

  • Carefully package them in a box (not an envelope) to prevent damage.
  • Use any shipping carrier that is most convenient for you. We receive daily deliveries from USPS, UPS, FedEx, and Speedy.

3. What if you break my frames?

We understand the value of your frames and stand by our work:

  • For used frames: We’ll replace them at 50% of their value.
  • For new frames: We’ll replace them at 100% of their value.

4. What if you ship my glasses to the wrong address?

We ship to the address you provide on our website. It is your responsibility to maintain and update your address if it changes. Like other online retailers (e.g., Amazon), we cannot be held liable for shipping to an incorrect or outdated address that you entered.

5. What type of prescription do I need to place an order?

To place an order for prescription eyewear, you need a valid eyeglass prescription provided by a licensed Optometrist or Ophthalmologist. Your prescription must include:

  • Sphere (SPH)
  • Cylinder (CYL)
  • Axis
  • Pupillary Distance (PD)
  • Any other necessary measurements

What if my prescription doesn’t include my PD?
If your prescription is missing the Pupillary Distance (PD) value, you can use the free EyeMeasure app to measure it. It’s quick, accurate, and easy to use. If you need further assistance, feel free to contact our customer service team.

Note: We do not accept contact lens prescriptions for eyeglass orders.

6. How do I know if I should reuse my frames and replace the lenses?

As long as the glasses are in good condition (no cracks, etc.), we can generally replace the lenses very easily.

  • We inspect every frame before production.
  • If we find your frame too fragile for new lenses, we’ll contact you to discuss options:
    • How you’d like us to proceed
    • Returning the frames with a refund

7. Do you take insurance?

No, we are an Out-of-Network provider.

  • Insurance companies have different guidelines. Please contact your provider directly to find out what they require (e.g., detailed receipts, our EIN number).
  • We’ll gladly provide any documentation needed for reimbursement upon request.

By remaining independent, we can:

  • Offer the best prices without complication.
  • Provide some of the highest quality lenses in the optical industry.

8. Why are the prices so much better at UseMyFrame.com than at Lensabl.com?

Our prices are lower because:

  • We have less overhead.
  • We receive better pricing from our vendors.

9. How is your turnaround time so much faster than ReplaceALens, Boomerang, etc.?

All of our manufacturing is done right here in the USA, which allows us to ensure both speed and quality.

10. What if I want to try new frames but might want to return them?

If you’re unsure about a frame and want to try your prescription lenses in them, that’s perfectly fine.

11. What if I get my glasses back and I’m not happy with them?

If you’re not happy, we don’t want your money. Simply return the lenses, and we’ll issue a refund.

12. Do the lenses come with a guarantee?

Yes, all lenses are covered by a 30-day money-back guarantee against manufacturing defects.

  • If your doctor changes the prescription, we will remake the lenses at no extra cost.
  • Returns are subject to a 25% restocking fee (lenses must be returned).
  • Cancellations are subject to a 5% cancellation fee.

13. Is there a scratch warranty?

Yes, we offer:

  • 90-day scratch warranty on all lenses.
  • 2-year warranty on Crizal Rock coatings.
  • 1-year guarantee on coatings for manufacturing defects.

Note: We do not cover scratches caused by:

  • Dropped frames
  • Improper lens care
  • Cleaning with anything other than the lens care items provided by UseMyFrame.com

14. Do I have to send you my frames?

No, but we’ll need either your frame or the demo lenses that came with it to copy the exact size/shape.

To ensure the best fit, we recommend sending us the frame. Using demo lenses should be reserved for emergencies only.

  • Why? Small size differences can cause lenses to fit too loosely or be too big for the frame.
  • Good News: Once we’ve made lenses for your frame, we can create exact duplicates in the future without requiring the frame again.

15. Do you ship internationally?

Yes, we ship internationally! For more details, please check our full International FAQ page [link].

16. Are prices different online from your retail location?

Yes, prices listed online apply to online orders only. Local customers should call or visit our store for the latest pricing.

17. What if I send you the wrong prescription?

We fill all orders based on the prescription provided by you. If the prescription is incorrect:

  • We cannot be held responsible for errors in the order.
  • If you realize the mistake before production, please contact us immediately.
  • Changes made after lenses are produced will require a new order.

18. What payment methods do you accept?

We accept all major credit cards, PayPal, and Apple Pay. We also accept FSA (Flexible Spending Account) and HSA (Health Savings Account) cards for eligible purchases.

19. What Are Shipping Exceptions and Who Is Responsible?

Shipping exceptions occur when unforeseen events delay the delivery of your package. These exceptions can include severe weather conditions, natural disasters, labor strikes, customs delays, or other disruptions beyond the carrier’s control. While carriers like UPS strive to meet their delivery guarantees, certain circumstances are excluded from their money-back guarantee policies.

At UseMyFrame.com, we work hard to ensure your orders are shipped promptly and accurately. However, once a package is in the hands of the carrier, we are not responsible for delays caused by shipping exceptions. If your delivery is delayed, we recommend checking the tracking information provided and contacting the carrier directly for assistance.

For more details about a carrier’s guarantee policies and exclusions, visit the carriers' website or contact their customer service.

20: Can my order be canceled by UseMyFrame.com?


Yes, UseMyFrame.com reserves the right to refuse service or cancel orders at its discretion. This may occur in cases of policy violations, fraudulent activity, or other circumstances that compromise the integrity of our services. For more details, please refer to our Terms and Conditions.