PremierOptical

All glasses can be made in low, mid, and hi-index lens materials. The most important deciding factor for many patients is lens thickness. Type your prescription into our lens calculator found on the lens material page under the above lens education menu tab to see what lens will be an appropriate thickness for you. Other factors such as optical quality, scratch resistance, tinting, transition function, and UV blocking ability are also often considered when choosing a lens material. See our lens comparison chart located in the lens education menu tab for more information. We always recommend polycarbonate lenses for children, patients with only one eye, and patients working or playing in hazardous environments.

Q. Are there advantages of no-line progressive lenses over lined bifocal lenses?

Many people prefer the clean no-line look a progressive lens offers. Progressive lenses also have an intermediate zone to aid vision at arm’s length. This can help patients older than 45 see the computer and dashboard easier. Lined bifocals do not offer visual improvement at arm’s length and many patients older than 45 will struggle to see the computer in a lined bifocal. The near portion of a lined bifocal is set for 16-18 inches away and for viewing at 45 degrees below your line of sight. To use a lined bifocal at the computer, wearers will have to tilt their head back and lean in towards the computer screen about 1 foot.

Q. Are there advantages of lined bifocal lenses over no-line progressive lenses?

Lined bifocal lenses are less expensive and easier to get used to than no-line progressive lenses. All progressive lenses have some peripheral blur and distortion that is inherent in the optics of the no-line design. Most patients can get used to this blur and eventually do not notice it. Lined bifocals do not have this peripheral distortion and are usually easier to adapt to. Be Aware: Cheaper, lower quality lenses cannot copy the better copyright owned designs of more effective lenses like the Varilux progressive lenses we sell. Cheaper progressive lenses have larger blur circles and greater areas of distortion. Choosing a lower quality no-line progressive lens from our competition often means a sacrifice in quality that results in more peripheral distortion, a smaller reading zone, and a very difficult adjustment period.

Q. Why does my multifocal order have to be tried on before you will begin lens production?

Other on-line opticals claim you don’t need to try on your frames and their “formulas” can determine your bifocal placement. We believe this is unethical. If you purchase multifocal lenses from our on-line store we will require that we first ship you the frame with easy to follow instructions on how you can indicate the proper location for your near reading portion. We will pay for the shipping to have you return your frame to us. Then, and only then, will we will manufacture your lenses. We feel anything less would result in imperfect lenses and quite honestly, be unethical. Our bifocal measurement video located in the lens education menu tab explains more on this subject.

Q. What would I notice if my multifocal reading portion is set in the wrong location?

If your reading portion of your lenses sets higher than it is supposed to, it will interfere with distance vision. If the reading portion is set lower than it is supposed to, the reading area will be decreased and the wearer will often have to tilt their head back in order to look through the reading portion. This can result in neck strain and frustration. It is important to have the reading portion of your multifocal lens precisely located in your frame. This is why we have you mark the location of your multifocal prior to lens production. See our lens education tab for more information.

Q. How big should a frame be to hold a bifocal or no-line progressive lens?

It is difficult to know for certain if a frame is big enough to properly hold a multifocal lens without first trying on the frame because every frame fits every person so differently. Frame height, ear location, nose location, and nose width all affect how and where a frame will sit on each individual wearer. All of these factors come together to determine if a frame is large enough to house a multifocal and where the reading portion of the lens must sit for each individual wearer. However, it is always a good idea if you are purchasing a frame that will contain a multifocal to ensure that the frame has at least a 24 mm vertical (B) height. This value is shown on our website for all frames after they are individually selected for viewing.

Q. Will I receive a normal corridor progressive lens or a short corridor progressive lens?

This depends on your optical center fitting height which is determined after you try on and mark your frame. We provide easy to follow instructions that show you how to indicate where the center of your vision is located. Then we pay for the shipping to have you return your frame to us. We measure from your optical center marking down to the bottom of the frame. We fit the Varilux Comfort 2 for frames that have ample vertical height with an optical center fitting height of 18 mm or more. The Varilux Comfort 2 Short is specifically designed to accommodate frames with a shorter vertical fitting height and this lens will be used for progressive lens purchases where the optical center fitting height is 17.5 mm or less.

Q. How long should it take to get used to my new glasses?

A good rule of thumb is to give yourself at least 3 days to adjust to every new pair of glasses for every year in which you haven’t updated your Rx. This means if you haven’t gotten a new pair of glasses in 3 years, it may take your brain up to 9 days before your new prescription feels 100% normal and not disorienting. Adjustment times can be longer for patients with large amounts of astigmatism, patients that have waited longer than 2.5 years to update their Rx, and patients that have large increases in their bifocal power.

Q. Does it take longer to adjust to bifocal or progressive lenses over single vision lenses?

Yes, it takes new bifocal and no-line progressive wearers at least 7 days of full time wear to adjust to their first lens. Every time a progressive no-line bifocal wearer updates their prescription there will also be an additional adjustment period lasting about 3 to 4 days. New bifocal and progressive no-line lens wearers may notice stepping over stairs or curbs can be initially disorienting.

Q. What is the proper focusing distance for my bifocal or progressive lens?

Most doctors set the near reading zone to focus16-18 inches away. The top portion of the lens is designed for distance viewing (arm’s length and beyond). Please be sure you are holding near objects at the proper reading height (about 45 degrees below your line of sight and 16-18’’ away from your face.) Patients who wait too long to update their prescriptions will often develop the habit of holding near objects further away to help them see small print. When such patients receive their new glasses, they will need to re-adjust to the proper focal length of 16-18 inches for the near reading zone. Trifocals and no-line progressive lenses have a small intermediate zone designed to aid intermediate viewing at 24-36 inches away.

Q. Why are my lenses scratching?

While all of our lenses come with a free scratch coating, this is not meant to imply your lenses will not scratch. This scratch coating will minimize surface defects when the lens is cleaned wet and wiped off with a soft cloth. Cleaning your lens dry or allowing your lens to rub against any soft dry surface (such as a purse or backpack, inside of a shirt pocket, or sun visor) is a guaranteed way to excessively scratch the lens surface. Lens manufacturers expect all modern day lenses to show surface defects within the first year of wear and this process is considered normal wear and tear for today’s softer, more lightweight lens materials. A compromise exists between durability and wearability and the increase comfort of today’s thinner, lighter lenses comes with the downside of easier scratchability and the necessity for greater responsibility from the patient.

Q. Can I cancel my order?

If you would like to cancel your order, please use the contact us link to notify customer service. There is no charge for cancelations within 24 hours of placing your order. After 24 hours, there is a 10% restocking fee for eyeglass and sunglass frame purchases and a 20% restocking fee for all eyeglass and sunglass frame orders that contain manufactured lens purchases.

Q. I did not receive all my order or my order was incorrect. What do I do?

If any part of your order is missing or incorrect, please contact our customer service department by clicking on the contact us link at the top of our page. We will work quickly to fix the situation.

Q. Can I track my order once it is shipped?

When your order leaves our warehouse, we will contact you via email. This email will contain a tracking number and a link that can be used with USPS and UPS to track your order.

Q. When will I receive my order?

Frame only orders that do not custom made lenses typically ship in 2-5 days. Some orders take longer if your frame has to be backordered from abroad. Orders that contain custom made lenses usually ship in 4-7 business days. We will notify you if your order will not be shipped within 10 days of placing your order. Shipping time from our laboratory to you varies depending on location and shipment method selected. Typically most USPS first class ground shipping takes an additional 3-7 days.

Q. How can I contact Customer Service?

We service our customers by email and you can easily contact customer service by using the contact us link located at the top of every page. Our service team works Mon-Fri and typically responds within 24-48 hours.

Q. I just don’t like my purchase. Can I return my product for a refund?

Sure, eyeglass and sunglass frame purchases without custom made lenses can be returned within 30 days of initial shipment date for a 100% refund if all the terms and conditions of the return and refund policy are met. We’ll even pay for the shipping. Eyeglass and sunglass frames with custom lens purchases can be returned within 30 days of initial shipment for an 80% refund if all the terms and conditions of the return and refund policy are met. After 30 days, no items are eligible for return. Please click on the easy return button located at the top of the screen to fill out a refund authorization form and begin processing your return request and to receive your return mailing label by email. Be sure to read all the terms and conditions for a return as this may affect your refund amount (see our refund and return policy page).

Q. I don’t want a gift card, may I just exchange a product for another product?

Patients that are shopping directly in our store may exchange a product for another product or receive store credit on a gift card. If you are an internet shopper at PremierOptical.com we only offer store credit via our gift cards. You may then use this card to purchase other eyewear products at PremierOptical.com.

Q. Why can I not shop Premier Optical again for 3 years if I opt to receive a full refund?

This is done for 2 reasons: 1) to cut down on fraudulent claims and 2) to allow us to continue to sell our premium lenses and our frames at our discounted prices. Most dissatisfaction with our products results from problems with our frames brands and/or difficulty adjusting to our lens products. Since we have no immediate plans to change either, it usually benefits patients to try our competition to see if their products or techniques result in eyewear that is more to their liking. The different frame styles, different lens fitting techniques and alternative lens brands offered by other optical companies may better fit your visual adjustment requirements or previous adaptation habits. Repeat shopping with us will more than likely yield similar results costing you and Premier Optical time, frustration, and money. If you are not happy with your eyewear but you do not wish to forfeit your shopping rights with Premier Optical then you should consider our eyewear exchange program. We allow a one-time exchange for store credit that can be used for other eyewear purchases. See our easy returns link for details.

Q. Why do you not provide more than 1 remake, exchange, or redo?

Lenses cannot be reused, recycled, or resold when returned. Multiple returns or remakes results in most optical companies raising their prices in order to cover the financial loss that only a small minority of patients cause. Our one remake/exchange policy serves the greater good by allowing us to keep our prices low and pass savings directly on to those customers that adapt well to our products while simultaneously quickly identifying those that do not. Continuing to remake a customer’s lenses without changing the lens brand or design rarely solves their complaint. Since we do not carry alternative lens designs, referring you to someone that does is the most ethical solution. While Premier Optical believes the products we sell are the best, we recognize our products are not perfectly suited for everyone. The alternative lens fitting techniques and other lens designs offered by other companies can often better match the visual adjustment requirements or previous adaptation habits that you may need.

Q. Why does the amount of issued credit vary depending on when I am making my exchange?

We offer 100% credit on products that are exchanged within 2 months. Two months is ample time to responsibly report any vision or eyewear problems. We offer an extended exchange program because we want to go beyond the industry standard to make you happy. The depreciating issued credit rates are required to help us minimize the loss we suffer by allowing exchanges for such an extended time period. This is more than fair when you consider that most minor problems occurring after 2 months are to be expected with modern eyewear. Modern eyewear frames are designed out of lighter weight, more delicate materials and are subject to “wear and tear” when worn on a regular basis and, as such, they are expected to appear less new, come out of alignment, and fit looser with time. We also expect modern day lighter lens materials to show mild surface defect scratches within the first year of wear even when they have a scratch coating. We recognize that it is frustrating that today’s eyewear products don’t last as long as you would like, but please understand that a compromise exists between durability and wearability. Currently, today’s products emphasize increased comfort and decreased weight but not without sacrificing some durability and longevity.

Q. Can I return my lenses if they become scratched?

You maybe eligible to exchange your lenses if they become scratched. The amount of money issued towards an exchange starts at 100% for the first 2 months and decreases 10% every consecutive month thereafter. Please see the FAQ “Why are my lenses scratching?” and the FAQ “Why does the amount of issued credit vary depending on when I am making my exchange?” to gain further insight on why we handle exchanges in this way.

Q. What is the warranty policy on eyeglass and sunglass frames?

All sunglass and eyeglass frames carry the original manufacturer’s 1-year warranty from the date of purchase. These defects include manufacturing defects for an improperly manufactured frame item that results in the cosmetic breakdown of a frame’s color coating(s) or in the structural integrity of the hinge design or hinge movement or breakdown of the frame’s welding points. Defects NOT covered under warranty include, but are not limited to:

A general decline in appearance due to repeated wear. Eyeglass and sunglass frames are delicate and are subject to “wear and tear” when worn on a regular basis and are expected to appear less new over the course of 1 year.
Products that were damaged because the frame was twisted, scratched, or bent (no matter what the cause).
Frames that suffer damage due to neglect or improper cleaning (including but not limited to temple and nosepiece discoloration due to lack of regular hygienic frame cleaning).
Frames that suffer damage from excessive heat (such as being left in the car which results in warpage of the frame shape and cracking and peeling of the paint and surface coatings due to repeated thermal expansion).

If you suspect your frame has a manufacturer’s defect and is within the warranty guidelines please email our customer service via the contact us button at the top of your screen. We would be more than happy to help you.

Q. What is the warranty policy on manufactured lenses?

Our lenses carry the original manufacturer’s warranty which covers bubbling or peeling of the lens coatings for the first 6 months from the time of purchase provided the bubbling or peeling is not due to neglect, improper cleaning, or heat damage (such as being left in a hot car). If you believe your lens coatings are defective and the defect is occurring within 6 months of purchase, please contact our customer service department through the contact us link and describe your lens coating defective issue. Should we feel you have a defective lens coating, we will ask that you return your frame and lenses to us and we will return them to the manufacturer and arrange for your replacement lenses to be placed in your current frame and then shipped them back to you. Rarely, a few special order lenses may qualify for an extended 1 year warranty.

Q. What is the return policy if my lens prescription was made incorrectly?

We always guarantee that our manufactured lenses meet or exceed the American National Standards Institute’s (ANSI) Z80.1 requirements for matching your doctor’s prescription. However, we recognize we can make mistakes and if for any reason the prescription in our manufactured lenses do not meet the ANSI standards for the prescription your doctor prescribed we will provide a 100% refund on your entire frame and lens order. Please see our return and refund policy for full details and to learn how to properly make a return.

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