1. Why could I not login into my account?
If you had not sign up on our website before, your email address are both your username and password on your order. You can use your email address to login into your account.
2. Can I change my password?
Yes, you can reset your password after login in your account, or contact our Customer Service Team to change your password.
3. Forget the password?
If you have already registered and forgot your password, you can click “forgot your password” to reset your password or you can ask our Customer Service Team for help.
If you want our Customer Service Team to help you reset your password, you can give us a password that you want to use, and then we help you reset or we can help you reset firstly, and then tell you the new password if you like.
1. Why did I not get my order confirmation email or shipping notification email?
Sometimes our emails mightbe grouped as Ads. You may check your spam folder or trash box to look for the email. Please be sure your email address matches the one on your order. If you still can not find the email, you are free to contact our Customer Service Team to get a new email.
2. If I want to change my prescription or address, what should I do?
①You can call us, our customer service telephone is +1-(504)-777-3896.
②You can chat with us on LiveChat.
③You can send the email to email@example.com within 1~2 business days after you placed you order.
We will reply you as soon as possible and send the confirmation to you!
3. How to get a coupon?
If you’re a new buyer on our website, we will offer a $5 coupon for you. We will periodically offer some discounts by sending promotional emails. Also, you can add our website as favorites to check the latest special offer. In addition, you are very welcome to followourFacebook and Instagram where we have a lot of activities on it.
4. How can I cancel an order?
If you put in a wrong prescription or something, you can contact us to change the information. And there is no need to cancel it in this condition.
If you want to cancel the order in other cases, you can also directly contact us to cancel it.
1.Can I get the frames in a different color?
Our frames sometimes have more than one color, so you can choose the colors you like under the frame pictures.
2.What should I do if the frameI prefer is out of stock?
You can contact our customer service teamwho will tell you the approximate date when the frames restock.Or click the “Notice Arrival”, you can fill in your email address, and we'll email you when the frames restock.
3.How do I know if the frame size fits me?
The frames are in different sizes, and you can find the size details below the eyeglasses pictures to see.
4.What are the best frames for my face shape?
Generally speaking,you can obey one principle thatframe shape contrasts with your face shape. If you have a square face, you can choose an oval or round frame. If you have an oval or round face, you can choose a rectangular frame. If you have a heart-shaped face, aviator glasses or wayfarer glasses are smart choices. We have a link to help you select frames according to your face shape, that is face shape guide.
5.What should I do if the frame doesn’t fit me well?
Contact us within the first 14 days after you've received the glasses. If the frame has quality problems, we can send you a new one. If you want to get a full refund, you need to return your glasses.And we'll suggest how to make sure the next frame you get will fit you perfectly.
6. What is the relationship between lenses thickness and the refractive index?
The higher the refractive index, the thinner the lens, the more the light transmittance.
7. Why is there no refractive index information when choosing lenses?
Internally our programmers developed a set of algorithms that will help you select best appropriate lenses according to your prescription.
8. I ordered the progressive lenses, why is there onlyoneADD value on my prescription?
Usually the ADD value is the same for both eyes, so we just mark one, but it applies to both lenses.
9. Will the size be biased?
The size may have a difference less than 2mm due to the difference of angle and the measuring tool.
10. How do I make sure if the frame size is right for me?
Choosing the appropriate frame size is very important when shopping glasses online.
You can refer to your previous glasses, check the inside of the temple arm and there may be three numbers.
The first number is lens width, the second is bridge, the third is temple.
If there are no numbers there, you can always try measuring by hand.
And then choose frames with same or similar figures.
11. What frames can be ordered as sunglasses?
As for the frames, all of our frames can be ordered as sunglasses. As for the lenses, we’re really sorry to tell you that the progressive lenses and Hoya lenses can’t be made as sunglasses.
12. What is the difference between Photochromic and Polarized lenses?
Photochromic lenses are clear indoors and darken when exposed to sunlight. Polarized lenses are glare-reducing, tinted lenses for sunglasses,great for driving as well as water and snow activities.
13. Can I fill strong prescriptions?
Certainly. The single vision prescription can be made as 1.74 High-Index lenses. The SPH can be made from -20.00 ~ +12.00. You can contact our customer service agents if you want to know the strong prescriptions in detail.
14. Can I fill prescriptions with prism corrections?
Sure. You can choose “Single Vision” and then choose Prism below the PD.
15. Can I use my contact lenses prescription to order glasses?
We’re very sorry to tell you that a contact lenses Rx only can be used for contact lenses.
16. What if my prescription has expired?
We strongly recommend that you get an eye exam every two years, or more frequently if you notice that your vision has changed.
1. Why is there no update of my package?
For the international shipping, it is normal that there might not be timely update of your package and pleasewait patiently. If there is no update of your order over two weeks, please contact Nihao and the Express Company to track your package.
2. What address will be used for my next purchase?
Your shipping address for your next purchase will automatically be the one of your previous order. If you have ever changed your shipping address, it will be the latest address for you next purchase. Please check your shipping address after the purchase of your new order.
3. What’s the scope of your delivery?
Our delivery is worldwide. Wherever you want it to be delivered, we can do it for you.
4. How do I track my order?
a. Click the “Track Order” button on thetop right corner of our website and fill in your order number or shipment number when your glasses have been shipped out.
b. Log in your own account,you can see the status of your order in the order details.
c. Send an email to to firstname.lastname@example.org (Customer Service Team) or contact our online customer service team if you can’t track your order via the above methods.
5、How do you handle shipping delays?
Generally speaking, the express is very stable and fast, which would ship to you on time. We kindly remind you to enter your shipping address correctly. Shipping delay occurs for unpredictable reasons, such as weather, custom safety inspection etc. Please don' t worry, we are responsible for logistics problems and won' t let you bear the loss.
If your order has no shipping tracking information updated for a long time, please feel free to contact us. Don’t worry please. We will check it for you.
If your order is confirmed to be lost (after ensure that tracking information shows “delivered”, the shipping address is correct, and you have contacted with local courier and got no news). We will remake and redeliver the eyeglasses without charge.
6. Do you offer free shipping?
Yes. We offer free shipping worldwide.
1. Can you help me to confirm that my order is the same as my Rx?
Sure. You need to send us an email that includes your Rx, your order information and your contact information, and we will reply you in 24 hours.
2. May I save my prescription so I do not need to input it again for next order?
Definitely. You just need to log in your account and your prescription will be kept automatically after you place your first order.
3. The ADD of progressive glasses just have one side, but I need both sides?
Our progressive glasses just display one side, because in general the ADD of both eyes should be the same. So you can only see one ADD when you place your order. But we will make the glasses with the ADD for both lenses.
1. If I didn’t use the coupon in my order, what should I do?
We can refund the coupon amount to your account, if you tell us after placing the order within 24h.
2. May I have a discount if I do not want the free gifts?
We are afraid not. The free gifts are just our best wishes, and the most important thing is that you are satisfied with our products.
3. Can you accept eye/vision insurance?
The way you can pay for your order is through PayPal or Credit/Debit Card at present. If there is Visa or Master on your card, you can pay for your order.