FAQ
FAQ

Coronavirus (COVID-19) FAQ:

Is my store open or closed?

All stores are open. Click here and enter your zip code for your closest store and store hours.

What are the steps you are taking to improve the safety and hygiene of your stores?

Due to the Coronavirus, extra safety measures are being taken at each store. These include:

    • A pre-screening questionnaire before patients are let in for an exam.
    • Temperature check using a touchless forehead/temporal artery thermometer.
    • Enforcement of strict capacity rules to keep employees and patients within safe social distancing proximity (or a maximum of 10 people).
    • We encourage all customers to bring and wear a mask for the safety of other customers and employees (our team will be wearing one too).
    • Additional cleaning and sanitizing precautions based on the Centers for Disease Control and Prevention guidelines, including all glasses, equipment and furniture.
    • Alternative forms of dispensing are available, including curbside pick-up and delivery options where permitted.

 

Can I reschedule my appointment?

If you have an upcoming appointment that you wish to reschedule, please call us at (866) 286-7036.

Do I need to wear a safety mask for my visit?

Yes, we recommend bringing your own safety mask and wearing it during your visit. Our staff will also be wearing their safety masks.

How can I know more about my order?

To track the status of your order, please click here.

Are you still open if your state has issued a statewide order for all residents to stay at home?

Yes, we remain open with reduced hours as “critical infrastructure” is excluded and includes health care operations. We serve you for all your eye care needs and will continue to be there for you with extra safety precautions for both patients and employees.

Store FAQ:

Where are you located?

My Eyelab is rapidly expanding! Please check our Locations page or contact us directly at (866) 286-7036 for additional information about our store locations and to schedule your eye exam.

Insurance & Payment FAQ:

What type of insurance do you accept?

We accept most major insurance plans in-store only. See our Vision Insurance page for a current list of accepted insurance. We also offer in-store promotions, some of which can be paired with insurance purchases. Please bring your insurance card so we can verify your benefits in-store. We will do everything we can to provide you with the best pricing.

We do not accept insurance online.

Do I need to use insurance?

No, insurance is not required. We offer competitive specials that are sometimes the same or better than vision benefits.

Are any financing options available?

We accept CareCredit in-store, a convenient way to cover out-of-pocket expenses for your eye care. CareCredit offers special financing options that differ from a regular credit card. Learn more HERE.

What forms of payment do you accept?

We accept credit cards, debit cards, checks, CareCredit, and cash.

Products FAQ:

Can I bring a prescription from another doctor and just purchase the glasses from you?

Yes, as long as your prescription is still valid, our specialists can help you fill the order accordingly.

Can I bring in my own frames and just purchase the lenses?

Yes, we can use your own frame to mount new lenses provided that we inspect the frame condition to ensure that we can supply new lenses.

Do you carry designer frames?

Yes, we carry designer frames, brands vary by location. Please visit or call your local store if you're searching for a specific brand. With our large selection of more than 2,000 frames, you're sure to find a frame that fits your style.

How do I clean my glasses?

Start by holding the frames under a faucet of warm water. Get your fingers soapy and GENTLY rub the lenses and the frame. This will remove grease and dirt without scratching the lenses.You can also use lens cleaner, but we recommend the water method if at all possible. Next, gently dab your lenses with a clean soft cloth until dry. Rubbing dry lenses vigorously can easily scratch them, so be careful.

Which frame shape is best for my face shape?

The simple rule is to select a pair of frames that serves as a contrast to your face shape and the size of the frame is scaled to fit your face. For a square face, choose oval or round frames to soften the jawline, rimless or semi-rimless are great options too. For a round or oval face shape, select frames that are angular shaped such as square, rectangular or cat-eye to help provide more definition. If you have a heart shaped face, select frames with a narrow, bottom-heavy frame, round or square with rounded edges, cat-eye works too.

How do I adjust my frames?

We can adjust and clean your frames for free in-store. Visit us at your convenience. If you don't have a local store nearby, you can adjust your eyewear by yourself with these easy instructions.

If your glasses are sitting too low on your nose:
For Wireframe glasses: Use your thumbs to push your nose pads closer together until they fit snugly against the sides of your nose.
For Plastic/Acetate glasses: Run warm water for 30 seconds over the part of your frame you want to bend in order to soften it. Next, bend inward at the bridge, the hinges or the bend of your temple arms to make the frame fit more snugly to your face.

If your glasses are pinching your nose:
For Wireframe glasses: Use your thumbs to spread the nose pads out until they fit comfortably.
For Plastic/Acetate glasses: Run warm tap water over your glasses until they are pliable (this should take about 30 seconds) and then bend the nose piece outward slowly until it fits comfortably on the bridge of your nose.

How do I determine my PD (pupillary distance)?

The most precise way to obtain your PD is from your eye doctor. If your PD is not included with your prescription, we strongly recommend that you call your doctor and request your PD.

If your eye doctor cannot provide your PD and you can’t have it measured professionally, it is possible to measure it yourself or with the help of a friend.    

What you will need:

Millimeter Ruler
Mirror or Friend

Helpful hints:
Make sure to measure your PD multiple times to ensure that it is accurate and consistent.
For adults the PD ranges from 54mm - 74mm
For children their PD ranges from 43mm - 53mm
Steps to Measuring your PD on your Own:
       1. Stand 8 inches away from the mirror. (Facing the mirror)
       2. While facing the mirror, with your face straight, hold the ruler against your brow.
       3. Start by closing your right eye, and align the the ruler's zero to the center of your left pupil.
       4. While keeping your face straight, close your left eye and open your right eye.
       5. Read the mm line that lines up with the center of your right pupil. That number is your Pupillary Distance.

Measuring your PD with a friend:
If a friend or family member is helping you measure your PD, simply stand in front of them with both eyes open, and have them put the zero on the millimeter ruler over the center of one pupil and have then measure the distance to the center of the other pupil.

Things to Remember when Having Your Friend Measure your PD:
Have them sit or crouch down while they measure your PD, so that they are out of your field of vision, and you are looking straight ahead.
Try to keep your eyes as still as possible. When looking straight ahead, focus on an object that is 10 - 20 ft away above their head.
Try your hardest not to look at the person measuring your PD!

Once you’ve measured your PD and have your prescription in hand, ordering your My Eyelab frames online is easy!

How do I order glasses online?

To order from myeyelab.com, you will need your up-to-date prescription (check your expiration date on your prescription), pupillary distance (PD), and your credit card or PayPal account information. Select your frames, choose your lenses, add your prescription and PD, complete your order, and check out. You will receive an order confirmation email with your receipt. Most orders take 7-14 days to process.

Can I order contacts online?

Not at this time, but you can browse our contact lenses online and purchase in-store or via phone (866) 286-7036.

Promotions & Pricing FAQ:

What is the price of your glasses?

Our frames start at $19.00. Lenses are based on your prescription and lifestyle, but can be as low as $49.00.

Does the free eye exam apply for glasses and contact lenses?

This offer only applies to the purchase of glasses. A contact lens exam typically costs $89.00* and includes prescriptions for both contacts and glasses, and a free pair of trial lenses.
*Exam pricing may vary by state, please visit or call your local store for more details.

Is the eye exam really free?

Yes, the eye exam is free* with the purchase of glasses. A contact lens exam typically costs $89.00** and includes prescriptions for both contacts and glasses, and a free pair of trial lenses. *In-store, you will be charged for the cost of the eye exam, but will receive a credit against the value and/or BOGO 2 pair offers equal to the lesser of the cost of the eye exam or $45.00 ($59.00 in AR, OK, MS, and AK). **Exam pricing may vary by state, contact us or visit the store for more details.

Can I split the 2 for $59 or BOGO offer with two people?

Unless specified, offers listed for more than one pair can only be redeemed by one customer, one prescription.

If I bring in my prescription for my glasses, would I be eligible for the 2 for $59.95 special?

Yes, this offer is available with an outside prescription as long as the prescription is still valid.

Can I combine my insurance with your in store promotions?

No, insurance cannot be combined with the in store promotions.

How do I qualify for the Contact Lens Value Pack Offer?

The Contact Lens Value Pack offer is specifically for the CooperVision brand Biomedics Premier. In order to qualify, you must have a prescription for this brand. The brand is CooperVision, Biomedics Premier. The offer includes a $50 credit towards a complete pair of eyeglasses. See store for more details.

Do you have a loyalty program?

Yes, we have two loyalty clubs available in-store. The Frame Club is available when you purchases glasses in-store. For $39.00 membership fee, you will receive four free frames to be redeemed over the next two years. You can also transfer your frames to friends and family. The Vision Club is available when you purchase a contact lens exam in-store. For $49 membership fee, you will receive next year's contact lens exam for free (an $89 value), 20% off your annual contact lens supply, and 20% off glasses.

Return Policy FAQ:

What is your return policy?

My Eyelab stands behind the products we sell by offering a 30-day satisfaction guarantee. If you are not completely satisfied with your frame(s), we will gladly restyle them at no charge for any other equal or lower-cost frame in our inventory or refund your full purchase price for the goods. If we fail to manufacture your lenses according to the American National Standards Institute’s (ANSI) guidelines, we will remake the order.

For online orders, you have 30 days to call us at (877) 792-1772. If you made a mistake during the order, or you just don’t like the glasses, you can cancel your order and we will provide a refund excluding the cost of shipping.

Contact lenses, if unopened, may be returned for refund or exchange during the first 60 days after purchase. Returned boxes must be unopened with no marks or tears on the box with all labels and contact lenses intact. Damaged contact lens boxes will not be accepted for return or exchange.

If you have any questions or concerns about our return policy, please contact customer service at (877) 792-1772. *Purchase price of the frame and lenses will be fully refunded.

The cost of eye exam services is non-refundable.

My Order FAQ:

How long does it take for my glasses to be ready?

Depending on your frames and prescription, glasses are typically completed within 7-14 business days.

How can I track my order status?

You will receive a text notification and/or email to let you know your order is ready for pick-up or on it's way to you. You are also able to track your order status online, anytime. Simply click on "order status" on our homepage or click here.

How much does shipping cost?

For online orders, shipping is free for all orders over $50. If your order is under $50, shipping is $5.99 flat rate to anywhere in the US. Shipping charges are non-refundable.

Who is responsible if my package(s) is lost or stolen?

My Eyelab is unable to take responsibility for lost or stolen packages. Please ensure your shipping address is correct when submitting your online order.

Can I change or cancel my online order?

We process orders very quickly but we’ll do our best to help you change or cancel your order. Please call us immediately at (877) 792-1772 to speak with a Customer Service agent.

Eye Exam FAQ:

How much does an eye exam cost?

The eye exam cost is included with the purchase of glasses. A contact lens exam typically costs $89.00* and includes prescriptions for both contacts and glasses, and a free pair of trial lenses.
*Exam pricing may vary by state, visit or call your local store for more details.

How much does a contact lens exam cost?

A contact lens exam typically costs $89.00* and includes prescriptions for both contacts and glasses and a free pair of trial lenses.
*Exam pricing may vary by state, contact us or visit the store for more details.

Do you accept walk-ins?

Yes, we accept walk-ins, however, we do recommend that you schedule an appointment. Please visit our website or contact us directly at (866) 286-7036 to schedule your appointment.

What are the age limits for an eye exam?

We offer eye exams to patients from ages 6 through 80*.
*Varies by location, see store for details.

What does my eye exam include?

There are two parts to the exam. The prescreening tests provide the doctor with a comprehensive assessment of your vision health and screens for more serious eye conditions, and your Acuities and Refraction exam that measures for your eyeglass and/or contact lens prescription. The following tests are included in your prescreening: Autorefraction, Keratometry, Tonometry, Retinal Evaluation Visual Fields, Acuities & Refraction, and Slit Lamp Test (as needed). 

What should I bring to my eye exam?

It is recommended you bring a safety mask, your current eyewear, your current prescription if you have it, and your insurance card if needed.

How long does it take for an eye exam?

The overall eye exam at My Eyelab, including your pre-test, takes approximately 20 minutes.

What is a telemedicine exam or telehealth exam?

It is the same eye exam you would receive with an Optometrist, the only difference is the no doctor-to-patient contact. We use our time-tested telehealth technology and remote Ophthalmologist (MD) or Optometrist (certified in your state) to create your customized eye care treatment plan and prescription based on measurements captured in-store.

Appointment FAQ:

How can I change the date, time or location of my appointment?

You can modify your appointment by clicking on the link in your confirmation email or by calling Customer Service at: (877) 792-1772.

How can I reschedule or cancel my appointment?

You can cancel your appointment by clicking on the link in your confirmation email or by calling Customer Service at: (877) 792-1772.