Help & FAQ

We are here to help

Understanding and Ordering your Prescription

What do I need to Make a purchase?

When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your glasses prescription.
  2. Make sure your Pupillary Distance (PD) has been included in your prescription.
  3. Use your current measurements from glasses or sunglasses that fit you well to find the products that will provide your ideal fit.

You can also create prescription sunglasses in a variety of tints, or add Light transitioning lenses to nearly any frame.

Pupillary Distance (PD) - What is a PD?

A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction.

Why can’t I find my PD on my prescription?

There are two reasons why a PD may not appear on your prescription:

The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler.

Will I be able to purchase out of stock frames?

Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!

What do I do if I receive a faulty item in my order?

How long does it take my prescription glasses to ship?

After your order has been verified, your wait time depends on your lens type. Some products — including toric/astigmatism, tints, blue cut lens and multifocal lenses are custom orders that we send out to our labs. Production times are up to 17 business days for custom orders.

For most single vision order with or without AR (anti-glare) coating, orders are fulfilled within 2-10 business days.

Standard shipping takes 7-10 business days for delivery. You may upgrade shipping to reduce shipping times.

How do I track my order and shipment?

You can always log into Your account or go to track your package to get up-to-date shipment information.

When your order ships, you will be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date. If you are shipping internationally, some services do not provide a tracking number.

Shipping, Returns & Exchanges

How do I make a return?

For non-sale or reduced product via promotion or coupon under 10% of your purchase: We want you to absolutely love your eyewear, we offer a free 7 day no-questions-asked return policy on all orders starting from the day your product arrives. Returns made after 7 days are subject to either a 50% refund or a 100% one time credit to be used at I Love Glasses.

For sale or reduced product via promotion or coupon over 10% of your purchase:  We offer a free 7 day no-questions-asked return policy on all orders starting from the day your product arrives for a 50% refund or a 100% one time credit to be used at I Love Glasses.

Glasses and sunglasses must be returned in their original unused and unworn condition. Returns or exchanges may be denied, in very rare circumstances, based on the nature of prior transactions.

How do I return or exchange my glasses and/or sunglasses?

To make a return or exchange, email us or fill out our return form. You are responsible to send the glasses back to us at your expense. Returns will not be accepted without an RMA or an approved return.

When will I get my refund?

Your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.

Can I refund to a different credit or Visa-debit card?


Can I exchange my glasses order?

Because each lens is custom produced for your glasses we do not offer exchanges.

What is your product warranty

We guarantee the quality of our frames, glasses lenses, and coatings. If you experience a manufacturing defect within 365 days of delivery, contact our Customer Care Department for assistance. After seeing a photo of the defect, any confirmed defective product will be repaired or replaced. Our warranty does not cover damage caused by the wear and tear of everyday use or damage caused by sudden force or impact, including lens scratches or broken frames.

How do I know if I’m not adjusting to my prescription?

It can up to 10 days to adjust to a new glasses prescription. To successfully adapt, make sure that you are only wearing your new glasses and not switching back to your old prescription. It can also be beneficial to have the frames professionally fitted to your face. Please contact us if you are still having issues after this period.

What if I live outside of the USA?

All packages shipping to Canada and outside United States may incur additional charges. Time to Shade is not responsible for any taxes, duties, or other fees charged by your country’s customs department. To avoid unexpected charges, please contact the customs organization in your home country about their current policies.


  • 