Frequently asked questions
Before you begin.
Clear answers about prescriptions, frames, timing, payment, and service.
What lens brand does Refocus provide?+
Refocus uses genuine ZEISS lenses for every prescription lens replacement order.
Do I need a valid prescription?+
Yes. A current, legally valid eyeglass prescription is required for prescription lens replacement.
How do I provide PD and fitting measurements?+
We can use distance PD supplied by your optometrist or optician and check the optical-center placement of your current lenses for consistency. If measurements differ, we clarify before processing. Additional fitting measurements depend on your lens and frame. Professional measurements are recommended for accuracy. Ask your optometrist or optician for your distance PD and, for bifocal, progressive, or office lenses, a fitting height measured with your chosen frame on. Enter PD in the form and add the fitting height in the optional section if provided. Comfortable current single-vision, bifocal, or progressive lenses can also provide a useful fitting reference when left installed in the frame. If records are unavailable, follow the two-photo PD Meter instructions on the mail-in page.
Should I mail my glasses immediately?+
No. Submit your order and wait for approval. Refocus emails a prepaid USPS label and packing instructions after the review is complete.
Can every frame receive new lenses?+
Not always. Older, brittle, heavily worn, or previously repaired frames can carry additional risk. We review the frame before proceeding.
How long will my order take?+
Most orders take an estimated 3–10 business days after we receive your glasses, valid prescription, complete measurements, and required approvals. Transit time is additional. This is not a guaranteed maximum; availability, verification, frame concerns, or remakes can extend it. We communicate material delays when known.
How do I pay?+
Listed packages can be purchased through secure Square checkout. Standard round-trip tracked shipping is free with every lens replacement order. It includes the prepaid label to Refocus and tracked return delivery.
Could my prescription have an additional fee?+
Some single-vision prescriptions or frame measurements require ZEISS lenses made to order. A $30 custom-surfacing fee per pair may apply. You can purchase your package normally. After reviewing your prescription, Refocus will contact you if the fee applies and send a separate payment link with your approval before processing.
Do you accept insurance?+
Refocus is private pay and does not bill vision insurance. FSA and HSA cards are accepted for eligible purchases.
Do you have a storefront?+
No. Refocus offers mail-in service nationwide and appointment-only mobile service in the Antelope Valley.
What is included in my price?+
Your selected package includes both lenses, the selected material and coatings, professional edging and installation, and standard tracked round-trip shipping. Any applicable custom-surfacing fee or other change is confirmed with you before processing. An accepted quote remains firm for the agreed specifications and a suitable frame; any revised price requires your approval.
Can you handle high prescriptions or high cylinder powers?+
Yes. We review high prescriptions and high cylinder (astigmatism) powers for suitability based on your prescription, frame size, measurements, and frame condition. Some single-vision prescriptions require ZEISS lenses made to order; a $30 custom-surfacing fee per pair may apply. We confirm any additional fee with you before processing.
Do you send a packing kit?+
We email a prepaid standard mailing label and instructions after approval. You supply a hard protective case, a sturdy box, and cushioning. Do not use an envelope.
What if Refocus damages or loses my frame?+
If damage is caused by our handling, we arrange a suitable repair at no charge when repairable. Alternatively, you may supply another suitable frame and we will replace the lenses to match your original order at no charge. For loss in our care or unrepairable damage caused by us, we offer an agreed comparable frame with matching lenses, or documented reasonable frame replacement value plus a refund of the lens order. Refocus covers standard shipping both ways for these resolutions. See Service policies for details and pre-existing-condition exclusions.
What if my shipment is lost or damaged?+
Contact us promptly and keep the packaging and photos of any damage. We help investigate and coordinate the carrier or shipping-insurance claim. Compensation depends on the purchased coverage, documentation, and claim approval; tracking does not guarantee full-value coverage. Contact us before mailing if you need additional coverage.
What warranty and prescription-change support is included?+
Our 90-day limited workmanship warranty starts on delivery and covers verified fabrication or assembly issues attributable to Refocus. One prescription-change remake is available in the same period with an updated written prescription from your provider, using the original frame and purchased lens specifications. Contact us before returning glasses. Normal wear, scratches from use, accidents, misuse, improper cleaning, heat damage, and pre-existing frame weakness are excluded.
Who pays shipping for a remake?+
For an approved routine workmanship or prescription-change remake, you pay shipping to Refocus and we pay standard tracked shipping back to you. When resolving frame damage or loss caused by Refocus, we cover standard shipping both ways.
Can I ask for a quote without placing an order?+
Yes. A quote inquiry does not authorize an order, payment, production, or shipment. Contact us with your prescription and frame details for a no-obligation review.