Frequently Asked Questions
Have questions? We have answers.
Retail
Orders
- How long can you hold my online order after purchase? I cannot get my new prescription until next month.
- Can I purchase glasses over the phone?
- How long will it take to get my glasses purchased online?
- What is the process an order goes through before reaching me?
- I am having trouble with placing an order online, can you help me? (General & Technical Difficulties)
- What do I need to place an order for prescription glasses?
Products and Services
- I lost my Switch plate. Can I buy a plate only?
- Why do glasses have a "Proposition 65 warning"?
- What is "Alternative fit"?
- Can I replace the lenses in a pair of glasses from another retailer?
- How much do you charge for lens replacements?
- The frame I want is out of stock. When will it be back in stock?
Prescriptions
- What is a valid prescription?
- What is the difference between Progressive and Mid-Near?
- What are progressive glasses?
- What is Pupillary Distance (PD) and how can I measure it if it is not provided with my prescription?
- What should I do if I'm having problems with my prescription?
- My lens prescription is very strong, what are my options?
Shipping and Order Statuses
Warranty, Returns, and Exchanges
- How can I make a return?
- I purchased a pair of glasses from JINS overseas. How does the warranty work?
- Can I get a refund to my other credit card?
- I paid with a foreign credit card. Can I get a full refund if I return my order?
- What is your return/exchange policy and how can I use it?
- What is covered under your warranty and how can I use it?