FAQ - How It Works
HOW DO I CONTACT LOOKMATIC?
You have options!
Email us at firstname.lastname@example.org
Call us at 1-888-268-2430
ARE ALL OF YOUR FRAMES CUSTOMIZABLE AS PRESCRIPTION GLASSES OR SUNGLASSES?
Absolutely! All of our frames can be made with just about any prescription and tint, which gives you so many fun combinations to choose from. We can customize prescription glasses, sunglasses and prescription sunglasses. All frames start at $9.99 and are delivered to your door in 7-10 days.
There are a few limitations concerning very strong prescriptions or the size of certain frames. If we run into any issue as we process your order, we'll contact you immediately so you can understand your options and plan accordingly.
WHERE ARE YOUR GLASSES MADE?
Our highest quality frame materials, hardware and lenses come from our friends here in the USA, Italy, Japan, China and Korea. Like virtually every other eyewear company, most of our frames are handcrafted in China. Our opticians assemble your finished Lookmatic glasses with loving care here in Los Angeles, California.
HOW ARE YOUR PRICES SO LOW?
We design and manufacture our own products (frames and lenses) and sell directly to you, eliminating the retail middleman. By directly sourcing some of the same or similar materials you would find in retail eyewear with popular name brands, we're able to pass significant savings on to you.
DO YOU HAVE ANY STORES?
Part of the reason we can offer such incredible value is because we're not competing for high-end retail store space, even though our eyewear is often of superior quality to those that do. While we do not have our own stores, we do occasionally have pop-up shops at affiliated boutiques. We have more planned, so stay tuned!
IS A CASE INCLUDED WITH MY ORDER?
Most certainly! We give you both a protective eyeglass case and a cleaning cloth with each order.
HOW CAN I CHECK THE PROGRESS OF MY ORDER?
We'll send you a tracking number with your invoice. You can use that to track your new glasses, though you may not need to since most orders are delivered in 7-10 days!
HOW DOES THE HOME TRY ON PROCESS WORK?
We make finding the perfect frame easy! First, pick up to six frames to be delivered to your door in just a few days. Once the package arrives, you'll find the frames you selected, a packing slip and a prepaid return shipping label. Try on the frames, show your friends, and find your winners. By the fifth day, simply put the frames back into the Lookmatic case, put the case and the packing slip back into the shipping box, and attach the shipping label. Send the box back to us and complete your order online any time, whether it's before, during or after your home try on experience. It's important to remember to return all the frames you are trying on at home, even the ones you are planning to purchase. We look forward to your order and crafting the perfect pair of glasses with prescription, lens tint, and other options made especially for you!
IS THE HOME TRY ON PROCESS FREE?
Yes, it is 100% free, including shipping your choice of frames both ways!
CAN YOU SHIP HOME TRY ON EYEWEAR?
We currently only ship home try on eyewear within the continental United States. We look forward to shipping globally in the future.
HOW LONG CAN I KEEP MY HOME TRY ON EYEWEAR?
You can hold on to the frames up to five days starting on the day you receive the eyewear. If you have any questions about receiving or shipping your home try on eyewear, please email email@example.com.
I LIKE ALL THE FRAMES IN MY HOME TRY ON CASE - SHOULD I KEEP THEM?
Instead of keeping them, it's important to remember to return all the frames you are trying on at home, even the ones you are planning to purchase. We look forward to your order and crafting the perfect pair of glasses with prescription, lens tint, and other options made especially for you!
Certain activities provided via the Website may be licensed under U.S. Patent 6,624,843
DO YOU OFFER INTERNATIONAL SHIPPING FOR ORDERS OUTSIDE THE USA?
At the moment we only ship to Canada and a few countries in the United Kingdom. In the future, we may be able to ship to other countries.
HOW LONG DOES IT TAKE TO PROCESS THE LENS ORDER BEFORE IT SHIPS OUT?
The normal turnaround time will take approximately 5-7 business days, however, dependent on the complexity of the lens order such as Progressive, Chromatic, or High Index lenses it could take up to 7 business days to produce a quality product. Once, the lens is processed through our lab then the order will ship. Expedited shipping is always available once the order is complete.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Waiting is the hardest part! The good news is that in most cases, you can expect your new glasses to arrive within 4 to 5 days. If that isn't fast enough, we offer expedited options for just a few bucks more.
If you're ordering a more complex item, such as progressive, photochromatic, or high index lenses, we will need to give them a bit more love. This means it might take up to 10 days to get your order perfectly prepared for you, but we promise it's worth the wait! As always, shipping is free and expedited options are always available. Great things come to those who wait!
WHAT SHIPPING METHOD DO YOU USE?
FREE SHIPPING for orders over 200$!
We offer a variety of shipping methods:
FREE 4-5 day shipping via USPS
Next Day Air and Second Day Air via UPS
International shipping via USPS
HOW CAN I CHECK THE PROGRESS OF MY ORDER?
We'll send you a tracking number with your invoice. You can use that to track your new glasses, though you may not need to since most orders arrive at your door in 4-5 days!
I HAVE DECIDED TO RETURN THE GLASSES I RECEIVED. WHAT DO I DO?
We're sorry it didn't work out this time. If for any reason you are not satisfied with any of our products, please let us know within 15 days of purchase by sending an email to firstname.lastname@example.org letting us know you'll be sending them back. Please ship the glasses to:
3073 N California Street
Burbank, CA 91504
WHAT IS YOUR GUARANTEE AND REFUND POLICY?
We guarantee the quality of all our products, we give a 7-day money back guarantee with no questions asked. We offer a one-time frame exchange, excluding cost for lens option upgrades, or receive a refund for any reason, or none at all, though we always welcome your feedback. We have been in the eye care business for a lifetime and want 100% satisfaction for our customers.
Note: A 10% restocking charge will apply for all returns. Lens upgrades are non-refundable.
We will occasionally offer great sales and/or promotions to our customers to provide them with a great opportunity to feel good in Lookmatic eyewear. When we offer these sales or promotions on selected styles and to offer a great price, we will mark these items as a final sale on your order. Final sales are non-refundable. We offer these sales and promotions as a pop up duration schedule, therefore, we will not offer any discounted pricing for previous orders. We are happy to extend these offers to you so you can feel good in Lookmatic.
WHAT INFORMATION DO I NEED TO PLACE AN ORDER FOR PRESCRIPTION LENSES?
There are a few ways you can share your information. If you have a prescription handy, you can take a photo of it and upload it to the website, or just input the prescription information manually when prompted.
HOW DO I GET A PRESCRIPTION?
If you don't already have one, please visit an eye doctor or eye care professional for an exam. They will supply you with a prescription that you can use to buy your new pair of Lookmatics.
I HAD AN EYE EXAM - HOW DO I GET MY PRESCRIPTION?
Just ask your Doctor or Eye Care professional to send you a copy. It is helpful to request a complete prescription from your doctor, including your P.D. (Pupillary Distance) – this is the measurement between the two pupils of your eyes and is important for a great fit.
I WANT TO BUY SOME FRAMES, BUT I DON'T KNOW MY PRESCRIPTION. CAN I BUY THE FRAMES NOW AND SEND YOU MY PRESCRIPTION LATER?
Unfortunately, no - we can't offer the best experience to you this way. However, you can buy frames with no lenses on our site and take them into your local optical store to be fit with your RX.
CAN I HAVE MY EYE DOCTOR SEND YOU MY PRESCRIPTION?
It would be easier for your doctor to send you a copy of the RX as they generally prefer not to send out your personal information to third parties.
DO YOU HAVE A FORM I CAN GIVE MY EYE DOCTOR IN ORDER FOR THEM TO ENTER MY PRESCRIPTION ACCURATELY?
We don’t, but whatever form your doctor provides will work to enter in your information.
IS IT POSSIBLE TO SAVE MY PRESCRIPTION FOR LATER?
Sure! Just create an account and you can save multiple prescriptions for easy access.
CAN I USE MY CONTACT LENS PRESCRIPTION TO ORDER GLASSES?
Unfortunately, no. Although some contact lens prescriptions are the same as the eyeglass prescriptions, many are not, and we want to make sure we get your prescription perfect!
HOW CAN I CHECK THE PROGRESS OF MY ORDER?
We'll send you a tracking number with your invoice. You can use that to track your new glasses, though you may not need to since most orders are delivered in 4-5 days!
WHAT TYPE OF LENSES DO YOU USE?
Our standard lens is a thin polycarbonate (PC) lens, which comes with a protective anti-scratch and anti-reflective coating with u/v protection. We also offer an upgrade to premium anti-reflective coating, which repels dirt and oil while protecting the lens from even the finest scratches. Additionally, there are high index options available for stronger prescriptions, including "thin & light" (1.61) and "super thin" (1.67) lens choices. All of our lenses are available in a dazzling array of tint colors. If you're not sure what might be the best choice for you, feel free to email us at email@example.com.
ARE YOUR LENSES SCRATCH-RESISTANT?
Yes they are! Every single lens we sell is resistant to scratches. And the fact that they are polycarbonate means that they are almost unbreakable, too!
WHAT ABOUT LENS COATINGS - DO THEY COST EXTRA?
Our lenses come with a scratch-resistant coating, anti-reflective coating and u/v protection. They do not cost extra and come included on the lenses. We do offer a premium anti-reflective coating, which repels dirt and oil while protecting the lens from even the finest scratches. Our premium anti-reflective coating costs an additional $25.
DO YOU SELL BIFOCAL OR PROGRESSIVE LENSES?
We do sell progressive lenses, which are a more advanced type of bifocals. We do not sell straight-top bifocals.
Frames are measured by Lens width (L), Bridge width (B), and Temple width (V). We've included this info for each of our frames to help estimate the size.
Our sizing is based on the Lens width (L) + Bridge width (B) measurements.
|Small Frames:||67MM or less|
|Medium Frames:||68MM to 71MM|
|Large Frames:||72MM or more|
DO YOU ACCEPT VISION INSURANCE?
We currently do not accept vision insurance, but we can provide a receipt for you to submit for reimbursement. Please contact firstname.lastname@example.org to obtain an itemized receipt.
DO YOU ACCEPT MY FLEX SPENDING OR HEALTH SAVINGS ACCOUNT CARD?
Yes, if the FSA or HSA card is affiliated with a major credit card.
WHAT PAYMENT METHODS DO YOU ACCEPT?
When you check out, you'll have the option of using your Visa, MasterCard, or American Express.