FAQ
Shipping rates, delivery times, and return policies are subject to change. For the most current information, please see our Shipping Policy, Returns & Exchanges, and Refund Policy.
Frequently Asked Questions
Orders & Shopping
How do I place an order?
Browse our collection, select your frame, choose your lens type (if needed), and add to cart. Checkout takes about 2 minutes — we'll handle the rest.
Do I need a prescription to order glasses?
No! You can order any irisharp frame as non-prescription (plano) lenses if you just want the style. To add prescription, you'll need a valid prescription from your eye doctor.
Can I use my vision insurance?
We're not in-network with insurance providers, and we don't provide insurance invoices or CPT-coded statements. All purchases are out-of-pocket. If your insurance plan covers out-of-network vision care, contact your insurer directly to learn about their reimbursement process.
Prescription Lenses
What prescription information do I need?
You'll need your:
- Sphere (SPH)
- Cylinder (CYL)
- Axis (for astigmatism)
- Pupillary Distance (PD) — measure yourself or ask your doctor
Not sure? Email your prescription to support@irisharp.com and we'll help you out.
Do you offer progressive / bifocal lenses?
Yes! Select "Progressive" or "Bifocal" when configuring your lenses. Add-ons available for blue light filtering, transitions, and more.
How long does it take to make prescription lenses?
Prescription orders require lens customization, which takes typically 3–7 business days after we verify your prescription. Add 1–2 business days for shipping. See our Shipping Policy for current delivery estimates.
Sizing & Fit
How do I know my frame size?
Each frame's product page lists measurements (lens width, bridge width, temple length). You can also check your current glasses — the numbers are usually printed on the inside of the temple.
What if my frames don't fit?
No problem — your first exchange is free. Just email us within 30 days. See our Returns & Exchanges policy for full terms.
Do you offer virtual try-on?
Yes! Most product pages include an AR try-on feature. Click the "Try On" button to see how frames look on your face using your camera.
Blue Light Glasses
Do blue light glasses really work?
Our blue light filter is engineered to reduce a portion of high-energy visible (HEV) light from screens. Many customers report reduced eye strain during long screen sessions. Individual experience varies depending on screen time, lighting, and personal sensitivity. Blue light filtering is a comfort feature — our lenses are not medical devices and do not diagnose, treat, cure, or prevent any disease.
Should I get prescription or non-prescription blue light glasses?
Both! Our blue light coating can be added to any prescription lens or purchased in non-prescription plano form.
Can I add blue light filtering to my regular glasses?
Absolutely. Select "Blue Light Filter" as a lens add-on for any frame.
Shipping
Where do you ship?
We deliver to 20+ countries across North America, Europe, Asia-Pacific, and beyond — including the United States, Canada, the United Kingdom and most of Europe, Australia, New Zealand, Singapore, South Korea, Japan, Malaysia, Thailand, Vietnam, Philippines, Indonesia, Mexico, Brazil, Colombia, and South Africa.
Standard shipping is FREE on orders to eligible destinations (no minimum purchase required). Advanced Shipping (7–16 business days, $9.95) and DHL Express (3–9 business days, $29.95) options are available at checkout.
For the full country list and rates, see our Shipping Policy.
How long does shipping take?
- Standard (FREE): 14–23 business days
- Advanced Shipping ($9.95): 7–16 business days
- DHL Express ($29.95): 3–9 business days
See our Shipping Policy for full details and current rates.
How can I track my order?
You'll receive a tracking link via email once your order ships. You can also track from our Order Tracking page.
Returns & Exchanges
What's your return policy?
You have 30 days from the date of receipt to request a return on eligible non-prescription items. See our Refund Policy for full terms.
Defective, damaged, or incorrectly fulfilled items: we cover return shipping. Change-of-mind returns: customer is responsible for return shipping costs. Original shipping charges are non-refundable unless the return is due to our error.
Prescription lenses are custom-manufactured and are generally non-returnable and non-refundable, except when the lenses are defective, the prescription was filled incorrectly by us, or the product arrives damaged.
Can I exchange for a different style?
Yes — your first exchange within 30 days is free (we cover return shipping). After that, return shipping is $7.95 per order on the customer's account. See our Refund Policy for details.
What if my frames arrive damaged?
Email support@irisharp.com within 7 days with a photo. We'll send a replacement at no cost — typically within 3–5 business days after we confirm the damage.
Account & Payment
Do I need an account to order?
No — you can check out as a guest. But creating an account lets you track orders, save favorites, and check out faster next time.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, and PayPal. Card payments are processed through our PCI-DSS compliant payment partners with end-to-end encryption.
Is my payment information secure?
Yes. All transactions are processed securely through PCI-DSS compliant payment partners with end-to-end encryption. We never store your full card details.
Customer Service
How do I contact customer service?
📧 Email: support@irisharp.com
📞 Phone: +86 135 2923 5852
🕐 Hours: Monday–Friday, 9:00–18:00 China Standard Time (UTC+8)
💬 Live chat: Click the chat icon at the bottom right of any page
How quickly will you respond?
We respond to most inquiries within 24 hours during business days.
Can I speak to someone on the phone?
Yes. Call us at +86 135 2923 5852 during business hours (Monday–Friday, 9:00–18:00 China Standard Time / UTC+8). For complex questions, email is often the fastest path.
Still have questions? Email support@irisharp.com — we're here to help. 🐾