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Frequently Asked Questions (FAQ)
1. Why could I not login into my account?
If you had not sign up on Ublins before, your email address are both you username and password on your order. You can use your email address to log in to your account.
2. Can I change my password?
Yes, you can reset your password after you have login into your account, or yo can contact our Customer Service Center to change your password.
3. Forget the password?
If you have never register, then your password would be your email address by default. If you have already registered and forgotten your password, you can click “forgot your password” to reset your password or you can ask our Customer Servic Center for help.If you want our Customer Service Center to help you reset you password, you can give us a password you want to use and then we help you reset or we can help you reset it and then tell you the new password if you want.
1. What do I need before placing an order for prescription glasses?
To purchase a pair of prescription glasses, all you need is your eyeglasprescription and your eyeglass prescription and your pupillary distance (or PD).
2.How do I place a purchase order non-prescription glasses
In the first step of Lens Selection select NON-PRESCRIPTION lenses.
3.How do I change or cancel my order?
Our customer service team can fix your prescription as long as you reach out to us within 24 hours after place the order. Please email us at [email protected]. Please include "Change/Cancel Order" and "order number" in the subject of the email.
1.What frame style is best for my face shape?
Our Face Shape Guide features tools to help you discover what your face shape is, as well as links to flattering frames by face shape for men and women.
Are there any limitations for bifocals oprogressive lenses?
For bifocals, frames must be at least 28mm. Progressivlenses require a lens height of 30mm.
2.Do you have spring hinges glasses?
Yes. We offer spring hinge glasses whose temples are not be snapped or broken easily! Please visit this link
3.Can I get the frames in a different color?
Most of our frames come in multiple colorways. If a frame comes in more than one color, you will see the options on the frame’s product description page.
4.Can I get non-prescription lenses fit into the frames?
Yes, please click on the 'No prescription' for lens type on the lens page and we will send you the frames with non prescription lenses.
1.Do you offer prism correction?
Absolutely! When entering your prescription, click Add prism.
2.Can you replace lenses if I send you my frame?
Sorry, we don't provide lens replacement.
3.What are the lenses made of?
Our lenses are made of lightweight CR39 and polycarbonate plastic. We offer ‘standard’ 1.50 , 'thinner' (1.56) , 'super thin' (1.61), 'Ultra-thin (1.67) an'Extreme thin' 1.74 lens upgrades as well as Polycarbonate (PC) 1.59 index lenses.
4.What coatings do you offer for your lenses?
We offer anti-scratch, anti-reflective, UV coating, and Super Hydrophobic Water Resistant coating. All eyeglasses come with Anti-Scratch Coating that are absolutely free.
5.What are Polarized lenses?
Polarized lens is the sunglasses lens that greatly reduces the glare from light that is polarized horizontally, meaning the light reflecting off horizontal surfaces, such as a white sidewalk, a white-sand beach, snow, or sunlight reflecting on water.
6. What are photochromic lenses?
Photochromic lenses are specially treated to turn dark when exposed to UV light. When the lenses are out of the sunlight, they become clear again.
7. Do you offer bifocal or progressive lenses?
Yes! We offer both. If you have ADD or NV-ADD on your Rx, you can get lined bifocals or unlined progressive glasses.
1. How much is shipping?How long will it take to get my glasses?
This depends on what lenses and shipping method you choose, namely the time includes the processing time and shipping time.
A.Production times for prescription lenses can vary from 2–10 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.
B.Express Shipping is not available for P.O. Boxes and APO/FPO addresses and some islands.
C.Any shipments to the customer deemed lost by the shipping courier (where the courier says they did not deliver) will be replaced, not refunded.
D.Delivery time may be affected in holiday seasons & bad weather conditions, etc
2.How long will it take to process my glasses?
Notice:
1. Production times for prescription lenses can vary from 2–10 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.
2. Some lenses may take longer to produce than the estimates given above.
3. What do I do if my package was damaged?
We will replace broken frames at no charge or remake the glasses for you at no charge(lens damaged) or give a full refund.
4. Do you offer free shipping?
We offer free shipping worldwide on condition that your order amount is ove$69.
5.What can I do if I am required to pay import taxes or customs duties?
Customs duty is required in some countries occasionally. Sorry for that we can't assume your import customs. (If the duty fee is higher than your order amount, please don't pay for it and contact us first. We can help you reship the package.)
6. What do I do if my package was lost?
Any shipments to the customer deemed lost by the shipping courier (where the courier says they did not deliver) will be replaced, not refunded.
7.I just placed several orders. Can I combine the shipments?
Yes. If the glasses quantity of your orders is no more than 4 and you did not use any promotion on your orders, you can combine them for one shipment and we can refund you part of shipping fee. Just tell us your order numbers before ship out by sending email to [email protected].
Notice:
If you already used promotion in your orders, we can combine the shipments, but no refund of shipping fee.If the quantity of your several orders is more than 4 pairs and used no discounts, it will exceed the parcel weight and we won't refund shipping fee.
1.How do I read my prescription?
Eyeglass prescriptions may be written in different ways, though most are either printed or handwritten in horizontal rows. The first row is the prescription for the right eye (OD), and the second row is for the left eye (OS). Within each of these rows are three values: Sphere (SPH), Cylinder (CYL), and Axis. The SPH number corrects for nearsighted [indicated with a minus (-)] or farsighted [indicated with a plus (+)] vision. The CYL number and AXIS number correct for astigmatism. You may also have another field labeled as ADD which corrects for the reading power used in a bifocal or progressive lens. To learn more about how to read your prescription, click here. Lastly, eyeglass prescriptions sometimes include the pupillary distance (PD) measurement, which is the distance between your pupils. PD is needed to determine where the optical center of the lens will be for clear, accurate vision. If your prescription does not include your PD, you can measure it yourself with our guide here. An eyeglass prescription will usually expire in 1-2 years, depending on which state you received your eye exam.
2. What is my pupillary distance (or PD), and how do I get it measured?
Your PD is the distance in millimeters between the centers of your pupils. If your prescription does not include your PD, you can measure it yourself with our guide here
3.Can I use my contact lens prescription to buy my eyeglasses from you?
No. Contacts prescription and eyeglasses prescription are different. The contacts prescription cannot be used to process eyeglasses. You could check with your doctor what your correct eyeglasses prescription is.
4.I'm unsure about how to enter my prescription online. Can I send it to you instead?
Of course! You can email us a copy at [email protected]. When you send us your prescription, please include your name, email address, and order number so that we can match up the prescription to the correct customer or order record.
1. What is your guarantee and return policy?
We are confident that you'll love our product. You have thirty (30) days from the date you receive the glasses to contact us if you want to refund or return them for any reason. However, if for some reason you're not completely satisfied with your glasses, you are entitled to a one time, no questions asked return for a refund. Click here to see details.
2.How do I make an exchange or return?
Call, chat, or email us within thirty (30) days of receiving the item to get your Return Merchandise Authorization (RMA) number.
These items must be included in the package:
A. The eyeglasses, and any accessories,need to be kept in original packaging(including glasses, glasses case, etc.) to ensure that they will not be crushed during transportation. You can keep other non-sale accessories as free gifts.
B. A note with the RMA# and a brief description of the issue that caused you to return the glasses.
C. A copy of the prescription that the eye doctor provided, so we can inspect the glasses and determine if they were made according to the prescription.
D. We recommend obtaining proof of postage from the Post Office, as we are unable to take responsibility for packages lost in the post. Any postage fees incurred for returning items to us will need to be covered by the sender. This is reviewed on a case by case basis.
3.I sent my glasses back. What is next?
If you sent them back for inspection, we will inspect them and email you the inspection results. If you sent them back for refund or store credit, we will email you when we have processed the refund or the credit.
1.What currencies can I use?
There are several currencies available as follows: US Dollar, Pound Sterling, Euro, Canadian Dollar. You can change default currency by clicking on the upper left corner of UBLINS website, and select the currency you’d like to pay with.
2. What forms of payment do you accept?
At present, we have two main methods: PayPal and Credit Card or Debit Card via PayPal, Store Credit.
3.Do you have a deadline of making payment for unpaid orders on your site?
You have to pay for your order in 3 days, otherwise, your order will be automatically canceled by our system
4.Do you accept insurance?
We do not accept insurance. However we can provide you with a detailed copy of your invoice so you may request for reimbursement from your insurance company.
5.Is it safe to use my credit card on the website?
We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server. None of your credit card details will be revealed. So be relaxed to choose your favorite items on our website.
