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FAQ



Are the glasses you sell authentic brand name products?

Absolutely! FRAMES EMPORIUM offers an extensive selection of Authentic Designer Brands. We guarantee the same top quality, luxury optical frames you would find at high-end stores like Saks, Neiman Marcus, Bloomingdales, etc. All optical frames are factory packed with original case (soft or hard, depending on manufacturer choice). We do not deal with fakes, imitations, knock-offs, or used optical frames.


Why are your prices so low?

Our prices are based on our ability to purchase in large volumes passing the savings on to our customers, as well as low overhead and low marketing cost.


Do the optical frames on your website come with cases?

Yes, every pair of optical frames on our website comes with manufacturer's hard case, authenticity certificate, warranty and cloth pouch.


How do I know if the optical frames will fit?

You can visit your local optical frames retailer, and try on the optical frames before you purchase them to ensure a good fit. Simply make note of the model number, and search for it on our site to get a great price. Please check the instructions here or the general Fitting Guide instructions.


Prescription Guarantee

Guarantee Accurate Eyewear: We will ensure all orders and prescriptions are correct and completed in a timely manner. We own several Optical Labs so the prescription lenses we manufacturer are made from name brands Virolux which means you're getting a high quality product at a fraction of the cost at a local optical store or doctor's office.


If for any reason you're not satisfied with your prescription lenses, customer service, or any other reason we will give you a complete refund for what you paid for the prescription lenses...so there's No Risk To You. All you have to do is contact us within 7 days of receiving your frames for a RMA.


Returning or Exchanging Prescription Lenses
We proud to offer complete 100% refund on any prescription within 7 days receiving the glasses. Please contact us by phone or email and our customer support will assist you with return or exchange.


Prescription Lens Manufacturing Guarantee
All FramesEmporium.com prescription lenses are guaranteed to be 100% accurate. Prior to shipping, prescription lenses are tested to ensure stringent quality control specifications are met. In the event that inaccurate prescription lenses are shipped to you, we will replace them right away at no additional cost.


Prescription Lenses for Your Current Frames
Ordering prescription lenses for your frames has never been easier. Simply send us your frames and a copy of your vision prescription and we'll mail back your new eyeglasses. Shipping and cost of lenses will apply.


Receiving Damaged or Incorrect Product

If there is extensive damage to the package when it arrives, refuse the order. If upon opening your package you discover that you received damaged or incorrect product, contact Customer Service IMMEDIATELY at 1-800-685-6184. Please have your Order number from the enclosed invoice available.


Shipping expenses to return the product to us will be issued in the form of a refund to the credit card originally charged, or by refund check if credit card is no longer active. Shipping refund will be reimbursed up to the original amount originally paid on the order. All defective or incorrect orders returned to us will be inspected before any refunds for shipping are approved.


IMPORTANT: If you have not contacted Customer Service within 3 days of receiving your product, it may have to be dealt with as a manufacturer's defect directly with the manufacturer.


I am looking for a brand or product that is not shown on your website. Do you carry it?

We carry most of the famous designer brands, and have the latest and previous collections. If you are looking for a particular style from a past collection, or of a brand not listed, ask us. Click here and our staff will assist you.


What payment method do you accept?

We accept the following payment methods:

If you are unable to make payment by one of the methods above, please contact us and a customer service representative will assist you.


Do you charge sales tax?

Sales tax is charged for orders shipped to New York State only.


How do I search for optical frames on this site?

You can browse and search within our site in three ways.
The basic way is by selecting the brand/designer you are interested in from the 'Brands' list shown on the left side of the screen. When you click on a brand, all the models of the selected brand will be displayed. The second way is to click on the Product Catalog link at the top of the screen. You will see all the brands and models listed on one convenient page that you can select from. The third way is by entering brand, model name/number, or both, in the search box at the top left corner of the screen and clicking 'Search'.


How much do you charge for shipping?

FRAMES EMPORIUM offers free ground shipping on all US domestic orders. Please refer to our 'Shipping' page to review all the shipping options available.


How long does it take for my order to be shipped?

All orders usually ship within 3-4 business days. Because we try to keep all our offerings in stock, backordered items are the exception, not the rule. The typical time frame for arrival of backordered items is 7 to 9 days.


How can I return my optical frames?

If you are not 100% satisfied with your purchase, return the unused item(s) with all warranty papers etc, in its original condition within 30 days for a hassle free refund, shipping not included.


Please refer to our RETURN POLICIES page for important details.


Do the optical frames come with a warranty?

All items will come with full factory warranties. Any warranties offered are that of the manufacturer and are subject to each manufacturer's terms and conditions.


How secure is my information?

FRAMES EMPORIUM is committed to maintaining the security and privacy of your personal information at all times, both during and after your purchase. Shopping with FRAMES EMPORIUM is 100% secure. Your credit card details and personal information is protected by industry-standard Secure Sockets Layer (SSL) technology with 256-bit encryption of critically sensitive information. That means information passed between your computer and FRAMES EMPORIUM cannot be read in the event someone else intercepts it. For more information please visit our Privacy page.


Do you offer any additional discounts?

We offer discounts all the time. Please check our BLOWOUT SALE as we constantly update our inventories.


I want to buy optical frames and send them as a gift, can I do that?

Yes, you can. Please provide your billing and shiping addresses on Customer Information screen and we will send your optical frames to the desired address


Do you ship worldwide?

Yes, we do. Please refer to our Shipping page for details.


How can I track my order?

As soon as we receive a tracking number from our shipping carrier, we will immediately add that information to your order as well as email it to you. Remember, we will not receive this information untill your order has arrived within our facilities, Please be patient. Please email cs@framesemporium.com and we will provide the status within one business day


How come I haven't received my refund yet?

We process all refunds within 24 hours. If you paid using credit card, refunds are not instant. All Visa transactions are processed monday through friday, at 12:00am EST. Once your refund has been processed by Visa, your issuing bank must accept the refund, then post the funds to your account. If it has been longer then 5 business days, and the funds are still not showing on your credit card, please contact us and we will provide you with the transaction ID so that you can contact your issuing bank and inquire about the funds. Our customer service representatives are here to work with you. We will always assist you in anyway possible to resolve any issue.


How do I contact Frames Emporium if I have a question?

You can reach our Customer Service at cs@framesemporium.com. Our Live Support including both Chat and Phone is offered in English. Our phone number is 1-800-685-6184.


How are Frames Emporium orders packaged?

Optical frames are a delicate article so we put our efforts into packaging them so they are not damaged while in transit. Every pair comes with their original case, usually a hard case, sometimes a soft bag, and with a microfiber cloth to clean them.


What are Polarized lenses?

Polarized lenses are used in optical frames to reduce glare from reflective surfaces such as the surface of water or the hood of a car. They accomplish this through a process called polarization, much like a venetian blind controls sunlight through a window. Sunlight itself is not polarized - light from the sun will either be absorbed or reflected horizontally, diagonally or vertically. The problem this causes lies in the horizontal reflectivity. Sunlight bouncing off a horizontal surface will strike the viewer's eyes at a similar angle. This means the glare from the surface of the water or the road or the car hood will be B. Polarized lenses have a laminated surface containing vertical stripes. These stripes only allow vertically-polarized light to enter the wearer's eyes. Glare is eliminated because the horizontally-polarized lightwaves cannot bypass the polarized filter.


What is UV Protection?

The sun emits ultraviolet radiation which is damaging to the eyes. Lenses with ultraviolet protection prevent that harmful radiation from touching your eyes. Polycarbonate, high index, polarized, and sun-sensitive lenses all automatically contain UV protection. Hard resin lenses need an additional coating to add UV protection. According to United States Federal law, all optical frames sold in the United States must have UV protection. However, many low-priced optical frames for sale through street vendors do not comply with this rule. Using tinted lenses without UV protection is extremely damaging to your eyes, because the dark tint causes your pupils to dilate and increases the surface area of your retina that can be damaged by the ultraviolet radiation.


Do you supply a catalog?

No - Because we are continually updating our website, with new products we are not able to supply a printed catalog.


I see you are Norton certified. What does that mean?

Frames Emporium guarantees that every pair of optical frames we sell are 100% authentic brand-name, brand new merchandise. We only work with authorized vendors, so you can be assured that our merchandise is authentic. Frames Emporium is the only internet sunglass store that is backed by Norton and carries the Norton Seal of Approval. Most merchants never qualify for Norton, and we're honored to have earned the Norton Seal of Approval. Having it on our site means you can shop worry free because whenever you purchase from Frames Emporium, Norton gives you their three-in-one guarantee, which includes all this: A $25,000 Purchase Guarantee. Norton will reimburse you up to $25,000 in the event there is an unresolved problem with your purchase. $10,000 ID Theft Protection. You get comprehensive protection up to $10,000 in the event your personal information is improperly handled as a result of your purchase with Frames Emporium. $100 Price Guarantee. If, within 30 days of your purchase, we lower our price on the item, Norton will pay you the difference, up to $100.


 
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