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faq

  • Orders

    • What do I need to prepare before ordering?
      • 1) A valid prescription (must be less than 2 years old).

      • 2) A credit or debit card.

      • 3) If you currently don't have a prescription, you can e-mail or fax it afterwards.

    • How do I order?
      • 1) Select your frames.

      • 2) Choose your lenses and add to cart.

      • 3) The cart is on the top right side of the site. Click the cart and proceed to checkout.

      • 4) Carefully enter your prescription or choose another option to send your prescription.

      • 5) Select payment and shipping method to complete your order.

    • How do I purchase multiple pairs of glasses with different prescriptions? (e.g. one for me and one for my friend)
      • 1) Select your frames.

      • 2) Choose your lenses and click add to cart.

      • 3) Go to the checkout process and either check out as a guest or register and check out. 

      • 4) Carefully enter your prescription. Repeat the same for your friend's.

      • 5) Select payment and shipping method to complete your order.

      NOTE: You can order multiple pairs of glasses with different prescriptions

    • Can I send my prescription by fax or e-mail afterwards?

      Yes, you can! Just scan or upload a photo of your prescription and e-mail it to help@coopercrwn.com. You can also fax it to 201-408-5227. We'll send you a reminder via e-mail in case you forget.

    • How do I change or cancel my order?
      To change or cancel an order, call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET or send us an e-mail at help@coopercrwn.com.
    • How do I view the status of my order?
      To view the status of your order, go to your account page and click on my orders on the left. You will see the status next to your order. You can see the tracking number when your items are on the way.
    • I didn't receive an e-mail confirmation. What now?
      If you didn't receive an e-mail confirmation within 2 business days, please e-mail or call our customer service center at 844-743-5217.
    • What is the warranty?
      We have a 30-day return policy for all frames and a 1-year scratch warranty on all lenses (If your lenses are scratched within the first 12 months, we'll replace them immediately)
  • Prescriptions

    • How do I read my prescription?

      Prescriptions can be confusing to read, especially if you're getting glasses for the first time. The examples displayed below are some of the most common formats used.

      Your eyeglass prescription has a set of numbers that describe the lenses your eyeglasses need to correct your vision. This chart has two rows: one for your right eye(OD) and one for your left eye(OS). There are four columns used to describe your correction.

      SPH (Sphere): The SPH refers to the prescription strength measured in quarters. A minus sign in front of the SPH number indicates that the patient is nearsighted. A plus sign indicates that the patient is farsighted.

      CYL (Cylinder): The CYL indicates the amount of lens power needed to correct your astigmatism, which is a common refractive error.

      Axis: The Axis is a number anywhere between 0 and 180 degrees, which indicates the orientation of the astigmatism.

      If you don't have astigmatism or have 00/Plano/DS written on your prescription, please select "none" for both CYL and AXIS.

      DV (Distance Vision): One would need glasses to see far away objects.

      NV (Near Vision): One would need glasses to read.

      ADD (or N.V) meaning Near Vision is used for multifocal or reading correction, measured in quarters. Since this power enlarges immediate vision, it is indicated by a plus sign.

      OD refers to the right eye. (R)

      OS refers to the left eye. (L)

      PD (Pupillary Distance): PD is the measurement (in millimeters) of the horizontal distance between the pupils of your eyes.

    • How do I get my prescription?

      To receive your prescription, schedule an appointment with your optometrist for an eye examination. Upon completion of the examination, your optometrist will give you a copy of your prescription. If you've had an examination within the last two years, request a copy from your doctor.

    • Can I send my prescription by fax or email?

      Yes. Just scan and upload a photo of your prescription and e-mail it to help@coopercrwn.com. You can also fax it to 201-408-5527.

    • Can I get non-prescription glasses?

      Yes. All of our frames can be sold as non-prescription glasses. Click on the frame you want and select the "Non-Prescription Lenses" option.

    • Can I use my contact lens prescription?

      Unfortunately, contact lens and eyeglass prescriptions are quite different. If you don't have a valid eye glasses prescription, it is recommended that you ask your optometrist for a copy of your previous one or schedule an appointment to receive an updated version.

    • Do you offer prescription sunglasses?

      Yes. All of our sunglass frames can be sold as prescription sunglasses. Click on the sunglass frames you want and select the "Prescription Sunglass Lenses" option.

    • How do I measure my PD (Pupillary Distance)?

      PD is measured in millimeters and used to align the center of the lenses with your pupils. If it is not written on your prescription, you may do it yourself or have someone else measure it using a mirror and a ruler. (Note: The average PD is between 57 and 65 mm) Here are the basic steps:

      • 1) Look in a mirror.

      • 2) Line up a mm ruler between your two eyes.

      • 3) Make sure the ruler sits underneath the middle of the left pupil to the middle of the right pupil.

      • 4) Look straight ahead in the mirror.

      • 5) Measure the distance between the center of the two pupils in millimeters.

    • What is the strongest prescription you can fill?

      The strongest prescription we can fill is +/-10.00 sphere, or +/-4.00 cylinder. If you have a stronger prescription than that, please contact our customer service center. They will be able to determine if we can accommodate your prescription or not.

    • What if I entered the wrong prescription?

      Try to contact us as soon as possible, since we try to process our orders quickly. As soon as you catch the mistake, call us at 844-743-5217 or e-mail us at help@coopercrwn.com with your order number and your corrected prescription.

    • Can I send you my current glasses to get my prescription?

      Unfortunately, you cannot send your current glasses.

  • Home-Try Pick n Match

    • What is the Home-Try Pick n Match service?

      It's simple! You choose 3 frames of your liking to try on at home, and our optician will choose 2 more for you. (one that matches your preference based on the frames you chose and one that is trendy) You will be receiving a total of 5 frames to try on for 5 days.

    • Is the Home-Try Pick n Match service free?

      Absolutely! The service is free! However, we require you to enter your credit or debit card information for security purposes. For more details, please visit our Home-Try Pick n Match service page.

    • Do you offer international shipping for home-try pick n match orders?

      Unfortunately, we do not ship Home-Try Pick n Match orders outside the U.S.

    • NOTE: If you're having trouble deciding which frame is right for you, feel free to call us at 844-743-5127, Mon—Fri, 9 a.m.—6 p.m. ET. For more information about our Home-Try Pick n Match service, please visit our Pick n Match page.

  • Lenses

    • What type of lenses do you offer?

      All of our shatter-resistant, polycarbonate lenses include AR coating (anti-scratch and anti-glare coating) and offers 100% UV protection. The descriptions for each type of lenses can be found on the "Lenses" page.

    • What is the difference between single-vision and progressive lenses?

      Single-vision lenses have the same focal power throughout the lens.

      NOTE: If you would like single-vision reading lenses, please write down your preference as "reading" on the prescription or call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET, to let us know what you'd like.

      Progressive lenses, on the other hand, can focus at multiple ranges, which allow patients to see clearly at all distances.

      NOTE: Progressive prescriptions typically include an ADD value.

    • Do you offer bifocal or progessive lenses?

      We do offer progressive lenses but we currently do not offer bifocal lenses. If your doctor has written a bifocal type of prescription for you, we can fill them as progressive lenses.

    • Can you make lenses with a prism correction?

      Yes. Pricing is based on your prescription values as well as the type of lenses you want to purchase. We will be more than glad to assist you in figuring out the best lenses for you based on your prescription strength. Call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET.

  • Frames

    • Where can I find my frame's measurements?

      On each product page, the frame measurements are listed as three numbers. (Ex. 50-20-145). The first number represents the width of one lens in millimeters. The second number represents the width of the bridge, and the third number represents the length of the temple arm.

      These numbers are printed on the inside of the temple arm on most glasses, including all Cooper Crwn frames.

    • My frames need adjustments. What do I do?

      You will receive your frames completely even and leveled. It is common to have one ear higher than the other and at times, the frames may require adjustments for them to sit perfectly straight on your face or be tight enough behind your ears. You have a few options:

      • 1) Visit your local optical store for adjustments

      • 2) Adjust them yourself

      • 3) Call our customer service center for help

      Most optical stores can adjust your frames for a small fee that we will reimburse up to a maximum of $20 (send us a copy of the bill). Please ask them to avoid heating your lenses since directly heating them can cause them to crack.

      If you want to adjust them yourself, just run the temples under hot water for 30 seconds. Please do not use boiling water as it can severely damage your frames. After the frames are warmed up, you can simply adjust the temples the way you want them to be and let them cool down for 1-2 minutes by holding them in the correct position. It is fine to bend the material as cellulose acetate is meant to be malleable when heated. Repeat until you get the right fit.

    • What are the limitations for bifocals or free-form progressive lenses?

      Frames must be at least 30mm in height to offer free-form progressive lenses.

    • What's the best way to clean my lenses?

      Simply rinse them with a mild dish soap and lukewarm water, and dry them with a soft cloth. Please try to avoid using hot water on your lenses (especially if they are high-index lenses), as they can develop bubbles or cracks when exposed to high heat.

    • Is it possible to order CooperCrwn frames with non-prescription lenses?

      Yes. When ordering your glasses, just choose the "Non-Prescription Lenses" Option.

  • Shipping & Returns

    • Where do you ship to?

      We ship all across the globe! Shipping times will be faster for the U.S. (Note: We do not ship to P.O. Boxes.)

    • When will I get my order?

      The order processing time depends on what you ordered, whether your order is finalized, and when you place your order. The estimated time frame for each type of order is listed on the "Shipping & Returns" page.

      Once shipped, orders within the continental U.S. usually take 2~5 business days to reach their destination. For other international orders, it usually takes 7~10 business days to reach their destination. (You can track your order with the tracking number provided to you by e-mail.)

    • How much is shipping?

      Shipping is completely free for deliveries within the U.S. We also offer other international shipping for a $35 fee. Please note that CooperCrwn is not responsible for any duty fees incurred at the border.

    • Can I get my glasses expedited?

      If you need your glasses as soon as possible, call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET. We will expedite your order at an extra rate of $30. Progressive glasses and progressive sunglasses cannot be expedited.

  • Returns and Exchanges

    • What is your return policy?

      We have a 30-day return policy for all of our eyewear. If you find any defects in manufacturing error, we can replace the lenses within 1 year from the date of receipt. This warranty does not cover normal wear and tear, and damages caused by careless act.

    • How do I set up a return?

      To set up a return, call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET, or e-mail us at help@coopercrwn.com, and we'll get started on the return/exchange process right away. Your feedback is always welcome!

    • What if I'm not happy with the fit of my frames?

      Your happiness is our success. If you are not happy with the fit of your frames, please reach out to us. We'd be glad to pick out a style that can give you the perfect fit that you've been looking for. A secondary option is self-adjusting your frames that can lead to better fit and comfort.

    • What do I do if I'm experiencing issues with my prescription?

      If you're experiencing trouble with your glasses, call us at 844-743-5217, Mon—Fri, 9 a.m.—6 p.m. ET and we'll do our best to resolve the issue.

    • How do I get a lens replacement?

      If you find any manufacturing defects in your CooperCrwn lenses within the first year, we'll replace them for you free of charge!This warranty does not cover normal wear and tear, and damages caused by careless act.

      NOTE: Lenses cannot be replaced on non-CooperCrwn frames.

  • Payment and Insurance

    • What payment methods do you accept?

      We accept all major credit cards: VISA, MasterCard, American Express, Amazon, and Discovery. Sorry, we do not accept Paypal at this time.

    • Is the Payment Page secure?

      Absolutely. We use only the best Norton Secured e-commerce service and guarantee safe payment processing.

    • May I get a sales invoice?

      Yes. You may download an invoice from your online account.

    • Do you accept insurance as payment for my eyeglasses?

      Unfortunately, we do not work directly with insurance providers. However, we do accept insurance through HSA and FSA as long they are in a form of a credit or debit card.

    • What is an HSA or FSA?

      An HSA (Health Savings Account) is a savings account you can use to pay for certain medical costs. Any unused funds in the account automatically rolls over year after year.

      An FSA (Flexible Sending Account) is similar to a HSA with a few differences. Unlike the HSA, any unused funds will be lost once your coverage period expires.

    • What can I use my FSA or HSA for?

      You can use your FSA or HSA card for new prescription eyeglasses, prescription sunglasses, and non-prescription eyeglasses. You cannot purchase only non-prescription glasses.