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Q&A

Q: Is this compatible with my current website?
A: Yes. We will have you put a button/link on your current website that will redirect customers to your online
retail store.


Q: Which frames can I pick from?
A: Any frame lines that are listed in Frames Data with no manufacturer restrictions will be available for you to add to your retail website.

 

Q: What lens options can I have for my website?
A: All practices are different so you are able to customize lens options based on your preferences and ability to
fulfill orders.

 

Q: What prices will be associated with the lens and frame options I choose to add?
A: You choose the prices that make sense for your individual store. We will give you a questionnaire during
the on-boarding process where you will let us know what to load into your site.

 

Q: How much will I pay for this website.
A: There will be an initial set up cost of $950 and then recurring monthly payments of $199. The contract can
be canceled at anytime with a 30 day written notice to MyODonline.com.

 

Q: When do I receive payment from the customer after they place an order?
A: The money will be deposited directly into your account after each transaction. The website will have a
Braintree e-commerce account that you will set up. We will provide you with directions on how to set it up
during the on-boarding process.

 

Q: How are the orders fulfilled?
A: A copy of the order will be sent to you and you will fulfill the order using your frame vendors and the lab of
you choosing. No different than you are doing now in your office.

 

Q: What happens if patients have questions during the shopping process?
A: Your individual contact information and phone number will be listed on every page of the website with
directions for customers to contact you with any questions.

 

Q: How do we verify prescriptions?
A: During the checkout process, the customer will be asked if they are a current patient of your office, in which
case they list their name, D.O.B., and phone number for you to verify that the prescription is current. If they are
not a patient of your office, they will be asked to provide the contact info for their prescribing Doctor's office, or
will be asked to email or fax the prescription if they have a copy.

 

Q: Can I see a demo site?
A: Yes. Please contact us at [email protected] and we will arrange a demonstration of the site

 


 

Frequently Asked Questions
The following FAQ's applies to COMPANYNAME Online Orders, except for any portions of the Site which are referencing services and products found in our retail locations and may be subject to their own statements and policies.
 


What browsers does your site support?
Currently, our site supports Microsoft Edge, Mozilla Firefox, Chrome, and Safari. If you have trouble viewing or reaching our site, please email us using the email in the footer below. Please provide as much detail as possible and we will have our technical team review it.

Why didn’t I receive my order confirmation email or shipment confirmation email?
Please check your SPAM folders and be sure to add our email address in the footer below to your safe senders list found in your email software settings.
 

 

What is your Satisfaction Guarantee?
We want you to be 100% satisfied at COMPANYNAME. If you don’t love the level of service, product selection, or our prices, tell us and we will exchange or refund your money. This guarantee is valid for 30 days from your delivery date, when returned in the same condition it was received by you.
 

 

How do I provide customer feedback?
COMPANYNAME strives to maintain the highest level of customer service by keeping careful track of all of our customer’s comments and concerns. If you would like to offer a comment or concern about COMPANYNAME, please contact us via the contact information in the footer below.

 

What information do I need to order my Eyeglasses?
An eyeglass prescription is made up of specific data which we require to fill your order. This information is available from your optometrist. Eye care professionals are required to provide you with a copy of your eyeglass prescription. A copy of your eyeglass prescription can be e-mailed, faxed, or uploaded during the ordering process. You may also ask your eyecare professional to send a copy of your prescription to us.

 

What if I don’t have my PD?
Your PD is the distance, in millimeters, between the centers of your pupils. This is important so we can position the lenses correctly in your frames.

PD’s for an adult typically fall between 54mm and 66mm.

NOTE: New York State residents must have their PD measured by a doctor or licensed optician.
 

 

Return Process:

How can I return or exchange a product?
At COMPANYNAME we want you to be 100% satisfied with your product. If you don’t love the level of service, product selection, or our prices, tell us and we will provide an exchange or refund your money. This guarantee is valid for 30 days from your order delivery date, when returned in the same condition it was received by you.
Please use the return information provided on your packing slip to ensure timely processing of your order.
For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in the event that the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Please be sure that your Packing Slip is included inside the package you are returning. Note that we will process the return in our system within 14-days of receipt, but it can take up to 6 weeks to fully complete the processing of your return (i.e., you send us the package, we credit you for your return, your credit card company reflects your credit, etc.) as payment systems vary by cardholder.

Shipping and Handling charges are not refundable.
 

 

How do I cancel an order?
COMPANYNAME seeks to maintain high standards of customer satisfaction. At any time before your order has shipped, you may cancel the order. Once your order has been shipped, we regret that we can no longer cancel your order. If there is a problem with an order that has already been shipped, you will have to refer to our Returns and Exchanges Policy in order to complete your transaction. In order to cancel an order, simply contact us by e-mail as found in the footer below and our Customer Service Representatives will assist you in making whatever changes you need.
 

How do you ship your products?
We use either UPS, Fed-Ex or USPS as our standard shipping methods. Some services are not available for all regions. Please note that due to shipper limitations, we do not ship to PO Boxes, APO/FPO/DPO addresses and similar.

 

Shipping Restrictions
Most items at COMPANYNAME can be shipped to all 50 states. However, there are a few restrictions:
    •    UPS will not ship to P.O. Boxes and as noted, we do not ship to APO and FPO addresses
    •    We do not ship internationally, nor do we ship to U.S. Protectorates, Puerto Rico, Guam, or the Virgin Islands.

 

How long after I order my eyeglasses can I expect to receive my order?
The production time for your eyeglasses includes several factors: the order options selected, if your prescription is complete, and when you place your order.

Because all of our eyeglasses come with custom manufactured lenses, most orders will be produced within 2-3 business days after your prescription has been verified. Orders received between 3:00 PM (MST) on Friday and 11:59 PM (MST) on Sunday will be processed the next business day.

Your glasses should arrive between 3-10 business days (including 1-4 days for shipping). Please contact us with any questions concerning the production and shipping time of your order.

Remember, if you choose to have COMPANYNAME validate your prescription or if the information is not complete, an extra day may be added to the production time of your eyeglasses. You will receive a shipment confirmation email when your order has been shipped from our lab.
 

What if my package is damaged when I receive it?
At COMPANYNAME we guarantee that you will receive exactly what you specified in your order and confirmed by your eye doctor’s prescription. We guarantee that all eyeglass orders will be delivered free of any manufacturer defects or we will replace them at no additional cost. If the package and eyeglasses are damaged, simply return the original package to be reprocessed using the packing slip included with your order.

If your package is not exactly as ordered when you receive it, contact our Customer Service professionals who will assist you and do whatever it takes to make things right.

 

How do I track my order?
You may check the status of your COMPANYNAME order by utilizing the tracking information you will receive when your order ships.

If you cannot locate your order, contact our Customer Service using the contact info found at the bottom of the page in the site’s footer.
 

Do you ship internationally?
No - We do not ship internationally.
 

Do you ship to APO or FPO addresses?
No - We do not ship to APO/FPO/DPO addresses.

 

Does COMPANYNAME charge tax?
Yes, tax is charged where applicable.

 

What are my payment options?
We accept the following credit cards for payment:
    •    Visa
    •    Master Card
    •    Discover Card
    •    American Express

 

How do I care for/clean my eyeglasses?
Proper care of your eyeglasses will increase your comfort and extend the life of your eyewear.
When not wearing your eyewear, keep them in their case. To avoid scratching, do not lay them face down.

Use both hands when removing your eyewear to maintain proper alignment.

Clean lenses with lens cleaner and cloth or warm water and mild soap with no additives. Additives can leave deposits on lenses.

Anti-reflective lenses require additional care to ensure your satisfaction
    •    Lens cleaner and cloth is recommended
    •    Dry lenses with a soft, lint-free cloth. Never use paper towels or other abrasive paper products.
    •    Avoid getting chemicals such as hair spray, cologne and household chemicals on the surface of your lenses.
    •    Do not leave your eyewear in the sun or in hot vehicles. Excessive heat can damage your frame, lenses and coatings.

 

Is it safe to use my credit card online?
Yes - Our e-commerce system uses SSL (Secure Sockets Layer) - the industry standard for encryption technology. It is used to create a secure transaction environment for commerce on the Internet. If your browser and local network support the use of encrypted data transmissions, our Secure Checkout mode locks all information (i.e.: your credit card number) passed from you to COMPANYNAME in an encrypted envelope, making it extremely difficult to be intercepted by an unauthorized party. SSL technology is compatible with most supported browsers.
 

When will my credit card be charged?
Your credit card will be processed at the time you place your order.
 

Do I need a copy of my prescription to order eyeglasses?
COMPANYNAME requires a valid prescription for all eyeglass orders. If you do not have a copy of your prescription, simply provide your eye doctor’s information during the ordering process and we would be happy to contact them for you to verify your prescription.  If you do have a copy, you may fax, e-mail, or upload a copy of the prescription during the ordering process for verification. NOTE: New York State residents must have their PD measured by a doctor or licensed optician.

 

How do I know if my prescription is valid?
Most prescriptions are valid for one or two years depending on the state. COMPANYNAME is an advocate of proper eye health and encourages all its customers to receive regular eye examinations. If your prescription is expired, a customer service representative will remind you to visit your eyecare professional and even help you make an appointment to receive a new or updated prescription.

 

How does prescription verification work?
During the registration process you will provide us with the name and phone number of the issuing authority and allow us to contact them and verify the validity and accuracy of your prescription information.

 

I have my contact prescription. Can I order glasses from it?
Unfortunately, No. Your eyeglass prescription is generally different from your contacts prescription.

 

How do I check on my order’s status?
Once you submit your order you will receive a confirmation e-mail. This is to let you know that we received your order. Prescription verification will take place to ensure we are sending you your glasses with the correct prescription. You will receive an e-mail confirming that your prescription has been verified and that your order is in process. Once your order is complete you will receive a third and final e-mail notifying you that your order has been shipped. In that e-mail we will provide you with a tracking number for your use.

If you have any further questions, please contact Customer Service using the information found at the bottom of the page.

 

Can I ship my eyeglasses to a location other than my billing address?
Yes. On the Confirm Purchase page, edit the shipping address.
 

Is there a warranty on my new eyeglasses?
30-Day Total Satisfaction Guarantee We want you to feel good about your look. Any glasses you purchase from COMPANYNAME comes with a 30-day total satisfaction guarantee. We want you to be completely satisfied with your eyeglasses, so you may exchange or return them for a complete refund within 30 days from the date you first receive your eyewear. This guarantee does not cover accidental damage, scratches or breakage.

Simply return your eyeglasses in the same condition you received them in, with the case and packing slip and your return will be processed within 14 days.

Address the return package as directed on the Packing Slip.

For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in case the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Shipping and Handling charges are not refundable.
 

How do I create an account?
Your account allows you flexible access to our system, streamlining the ordering process, and providing you the ability to reorder your prescription quickly and easily.

To create your account:
    1.    Click the “Create an account” link in the upper right-hand corner of our home page.
    2.    Update all fields in the Create an Account column and click the “Register” button to immediately create your account in our system.
 

How do I update my account profile?
From the home page, click “Log-in”, in the upper right-hand corner, or “Account” from the left navigation options, and you will be able to update any of your account details. You must be logged-in to edit any account information.

 

Can multiple customers be under one account?
Yes. Once you are logged in, proceed to choose the appropriate frame and lenses for the patient you are ordering for. When the prescription page populates, please enter the patient name you are ordering for in the Patient Name field (First) and (Last). Click “add to cart”. To add another patient’s order to this transaction, click on “Home” and follow the process again.

 

How do I create an order?
    •    Browse the products to find the frames you are looking for.
    •    Click the “ADD TO CART” button next to the product you want.
    •    Next select your lens material, followed by your preferred lens options.
    •    Review your lens selection, “ADD TO CART”
    •    Because prescription glasses are “medical devices” we’ll need even more information.
    •    Let us know if your prescription should be on file with our office or how you will submit your prescription whether it be by fax, email or upload.
    •    Review your cart and checkout.
    •    Choose your shipping method, then complete the “ship to” information and “PAY NOW” to get to our secure server.
    •    Complete the “billing” information, then click “Next”.
    •    Enter your credit card information, then click “Next”.
    •    Finally review your order and “Finish”.
    •    Congratulations! You have completed an order!
 

I forgot my password. How can I log into my account?
    1.    From the customer sign in page enter your e-mail address and click “Forgot your password”
    2.    Enter your username and answer to your security question.
    3.    A new password will be emailed to you
    4.    Login with the new password and then go to “my account” to reset your password

Please call our office at 303-343-3133 with any questions.

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