FREQUENTLY ASKED QUESTIONS

Frequently asked questions

PAYMENT QUESTIONS

Do you accept insurance?


We do not accept insurance. Please use your emailed receipt to coordinate with your vision insurance plan for out-of-network reimbursement. Most employer-sponsored insurance plans will accept our receipt and confirmation of payment via their claim submission guidelines and will provide you with a portion or full reimbursement for your purchase of eyewear.

Meanwhile, we do accept flexible spending accounts (FSA) or health savings accounts (HSA) for purchasing prescription eyewear or sunglasses. However, the FSA and HSA cards need to be affiliated with a major credit card.




When do you charge my credit card?


Your card is immediately billed once you place the order.




What forms of payment do you accept?


We accept VISA, MasterCard, American Express, Discover, PayPal, and HSA/FSA credit cards.




Can I add glasses to an order once I pay for it?


Once an order has been placed, you cannot add to an existing eyewear order. We suggest you place a new order for the additional pair of eyewear. If you place another order going to the same address within 24 hours, please contact customer service at customer@vontelle.com. We will work to combine the two orders and try to ship them together in one package.





PLACING ORDERS

What do I need to place my order?


Nonprescription

For nonprescription orders, all you need is to have your credit card handy when you are ready to place the order for your eyewear style.

b. Prescription

For prescribed eyeglasses, a valid prescription for eyewear (not contacts) is necessary.

We need the following information to complete your order:

  • Prescription for both left and right eye. (They can be different.)
  • Pupil Height
  • Pupil Distance
  • Single/Bifocal/ Multifocal
  • Readers





LENS QUESTIONS

What are the different types of lenses?


1. Single-Vision Lenses

Single-vision prescription lenses are for people who need to correct one field of vision, either for distance, intermediate (computer), or near vision (reading). They contain the same amount of vision correction throughout the entire lens.

2. Bifocals

Bifocals (sometimes called “lined bifocals”) contain two prescriptions within the same lens and can correct both nearsightedness and farsightedness. The top portion of the lens is used for distance, while the bottom portion of the lens is used for closer vision. The zones are separated by a noticeable line.

3. Progressives/Multifocal

Progressives are multifocal lenses that contain at least three prescriptions. They have three main fields of vision, including near, intermediate and distance. However, progressives do not have a visible line between prescriptions. This gives the wearer a seamless and uninterrupted transition when looking from up-close objects to far-away distance.

Advanced Progressive Lenses

Advanced progressive lenses are the most popular type of high-definition lenses and are made by free-form technology that can allow you to achieve better optics. The progressives are added on the backside of lenses to enlarge visual fields and minimize the uncomfortable effects. Compared with the standard progressive lens, advanced progressive lenses are easier to be adapted to.

4. Computer Lenses/Blue Light Lenses

The lenses of computer glasses are designed to deal with eye strain caused by computer screens. Computer lenses help with an intermediate distance of around 20 to 26 inches, which is the distance most people sit from their monitors. Many computer lenses have light yellow/brown tinted lenses to block out blue light radiating from electronic devices.

5. Reading Glasses

Reading glasses are made primarily for presbyopia, which is an age-related eye disease most people experience when they are around 35 to 45 years old. Presbyopia is caused by a decreased elasticity in the eye’s lens, making it more difficult to focus on objects in a close range.




What is the difference between spherical lenses and aspherical lenses?


Spherical lenses are thick, and the images through the lenses will be distorted. While, with the same prescription and index, aspherical lenses are thinner, lighter and more comfortable for wearers. Aspherical lenses have a wider vision, and the images through the lenses are more real and natural. Wearers will not feel tired after wearing aspherical lenses for a long time.




What is pupillary distance?


Pupillary distance (PD) is the distance, in millimeters, between the center of one pupil to the center of the other. The PD is needed to manufacture your eyeglasses because it determines the exact optical center of the lens, which is the point where you look through the lens.




What are polarized lenses?


Polarized lenses are sunglass lenses that greatly reduce the glare from light that is polarized horizontally, meaning the light reflecting off horizontal surfaces, such as a white sidewalk, a white-sand beach, snow, or sunlight reflecting on the water.





PRESCRIPTION QUESTIONS

How do I order non-prescription glasses?


We want your experience to be easy breezy, and it is extremely easy to order non-prescription glasses. After clicking on the Order Glasses button, select Non-prescription in the Prescription Type drop-down menu. During the ordering process, you can turn them into sunglasses or choose our lenses that protect against blue light.




How current should my eyeglass prescription be?


We strongly suggest you visit an optometrist/eye doctor annually to obtain your current eyeglass prescription. One reason that an annual eye exam is important for adults is that your vision can change over time due to aging, medication, and overall health factors.




Can I use a contact lens prescription for ordering glasses?


Contact prescriptions and eyeglasses prescriptions are different, and using them interchangeably will result in problems with your glasses. Eyeglass lenses are positioned approximately 12 millimeters from your eyes, whereas contact lenses rest directly on the surface of your eyes which will mention the base curve. Make sure you have the correct eyeglass prescription before entering this information to order your glasses.




Do you offer bifocal or progressive lenses?


We offer both. If you have ADD (additional value) or NV-ADD (Near Vision—Reading ADDition) on your prescription, you can get lined bifocals or unlined progressive glasses.




What if I use the wrong prescription?


If you submitted an incorrect prescription, please contact us with your original prescription copy. As a courtesy, we will offer you a discount to purchase a new pair with your correct prescription.




May I save my prescription so I don’t need to input it again for my next order?


Once you establish your account with us, we will keep your information on file. You just need to log in to your account, and your prescription will be kept automatically after you place your first order.




Is there an easy way to reorder a pair of eyeglasses I bought previously?


Absolutely. You can log in to your account and look up the previous order. If the frame is currently available, you will see the word Reorder. Click on Reorder, and the exact same pair of glasses will be added to your shopping cart.




How do I order prescription glasses?





Prescription form for Eye Doctor's office to complete.






SHIPPING QUESTIONS

How much is shipping?


Shipping is free in the United States, Canada, Puerto Rico, Guam, the U.S. Virgin Islands, and military APO/DPO/FPO addresses. Shipping fees will apply if your order is international. If you require expedited shipping, an additional fee will apply. Fees are based on shipping carrier, days required and location. You can track your package in our Order Confirmation email.




When can I expect my glasses to arrive?


FREE: Standard Shipping (USPS) Estimated Delivery: 14–21 days

Please note: If your order requires a prescription, the timeline may be extended by 10–14 days.

If you require expedited shipping, fees will apply.




Do you offer expedited shipping?


Yes. We offer express shipping to physical addresses only. We cannot ship to PO Boxes.

United States (All 50 States)

Express Shipping (USPS/UPS/FedEx) Estimated Delivery: 7–10 days

Canada

Express Shipping Estimated Delivery: 7–14 days

Please note: If your order includes a prescription, the timeline may vary.




Do you offer overnight shipping?


No, we do not offer overnight shipping.




How do I track my package?


You will receive a shipping confirmation email that will include a tracking number and tracking link for your specific shipper. Additionally, you can track your package directly at:

USPS

UPS

FedEx




To what countries do you ship?


We presently ship to the United States, Canada, Puerto Rico, Guam, the U.S. Virgin Islands, and military APO/DPO/FPO addresses.




What do I do if my package is damaged?


Please contact our customer service immediately at customer@vontelle.com. Please put DAMAGED PACKAGE in the subject line. We will work with you to get your damaged glasses replaced with a new pair as soon as possible. You will be required to return the damaged pair.




Delayed Shipment?


All orders will ship out on time. However, if your order requires a prescription, it can take up to 14 days to complete and then your item will be shipped. Otherwise, your package may be delayed due to bad weather, strikes, pandemics and other unforeseeable reasons. We will do our best to ensure your items are delivered in a timely fashion. You can track your package in our Order Confirmation email.





SOCIAL MEDIA

Become a Vontélle Model Influencer


Vontélle is happy to consider you joining our influencer team. Please send an email and headshot to customer@vontelle.com.

Vontélle’s Bold, Brave and Beautiful Monthly Contest:

Photo Release Form and Contest Rules. Each month we will hold a contest on the site for the Bold, Brave and Beautiful!

Customers should submit a photo of themselves in Vontélle glasses and send the pictures to us via email or the upload link on our site. There will be 12 winners in total, but 13 contests. To keep this contest fun, at the end of the year, people will vote on social media platforms for the person they like the best out of the 12 contestants.

Each monthly winner will receive one pair of Vontélle glasses of their choice, a Vontélle t-shirt and the opportunity to become our Bold, Brave and Beautiful Vontélle model of the year

• Adults 18 years and older are eligible to enter and can enter multiple times. Winners can only enter once a year. However, if you don’t win, you can re-enter.
• The prize offered will be a new pair of Vontélle glasses!
• The winners’ photo will be proudly displayed on the Vontélle site and all Vontélle social media outlets.
• The contest will close the 25th day of each month. If you miss the deadline, please re-enter by submitting your assets (photo), between the 1st – 25th of the following month.

• Winners will be notified via email or phone call. They will have three business days to respond. If they do not, we move on to the second person and so on, and so forth.




Standard Rules and Guidelines


All photos upon receipt by Vontélle are owned by Vontélle and the photo must not infringe upon the trademark, copyright, moral rights, intellectual rights, or rights of privacy of any entity or person.

  • The photo must be in its original state and cannot be altered in any way, including but not limited to removing, adding, reversing, or distorting subjects within the frame.
  • Violators will be removed from the contest, stripped of any prize(s), and banned from entering future contests.
  • Entries will not be accepted unless submitted via the official contest channel. Entries not submitted through the proper channel will be deleted.
  • Entries will be judged by Vontélle. All decisions are final. Vontélle reserves the right to disqualify any entry that is deemed inappropriate or that does not conform to stated contest rules.
  • By entering the contest, entrants agree that photos submitted can be used by the Vontélle for advertising purposes.
  • Submissions will not be accepted after the 25th of each month.
  • The prize must be collected by the winner and is nontransferable.
  • The winner will be contacted via the email address provided during entry. If no response is received after three business days, a new winner will be selected, and the previous winner will forfeit all rights to the prize.
  • The contest is void where prohibited or restricted by law.





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Email: customer@vontelle.com    

Hours: 9am - 5pm est Mon - SAT 

Location: Brooklyn, NY

© 2020 Vontélle