Frequently Asked Questions (FAQ)
Q: What differences (if any) will there be for stronger prescriptions, in terms of processing time?
The current turn around for a stock, single vision prescription with no mirror coatings will be 3-4 days. If a prescription requires a semi-finished lens blank the turn around will be 5-6 days. If the prescription requires a Mirror coating the turn around will be 7-8 days.
Q: If I don't have my prescription on hand, can I submit it later? Within what time frame?
You can submit your order without prescription, but we cannot begin to process an order until we have your prescription. You'll be prompted by email to send our support team your prescription shortly after completing your purchase.
Q: Can I cancel my order?
No, once an order is submitted with the prescription, we cannot make any changes.
Q: I entered my prescription incorrectly! What can I do? Does this change based on whether or not the order is fulfilled?
All prescription needs to be verified before fulfilling. We will reach out to you if we believe there is an issue with the prescription. If you've already received your order and feel that something is wrong, please contact us.
Q: Can I use insurance? FSA? HSA?
We aren't currently affiliated with any insurance companies. However, we can provide you with an itemized receipt so you may submit a request for reimbursement from your insurance company, or your FSA or HSA.
Q: Can I get an itemized receipt for reimbursement?
You will receive an itemized receipt upon purchase which can then be used for reimbursement.
Q: How do I order prescription glasses online?
Easy! You'll select the frames and lenses you want, then upload your prescription and purchase!
Q: Can I buy just the frames?
Yes, you can purchase just the frames by contacting email@example.com.
Q: Can I buy just the lenses?
Lens replacements are available for our frames. You can purchase lens replacements by contacting firstname.lastname@example.org.
Q: Can I order multiple glasses with different prescriptions?
Yes, but you will have to place a new order for each one.
Q: What do I need in order to place my order?
You’ll need a valid eyeglasses prescription and your individual pupillary distance (PD). Your PD is the distance in millimeters between your pupils, and helps us center your prescription correctly in your frames.
Q: How do I order non-prescription glasses?
Order your selected style roka.com and simply do not select to upload your prescription. You'll receive an email from us shortly after your order asking for your prescription, so please just respond to that and let us know you don't need prescription.
Q: My prescription expired. Can you refill my order based off my old prescription?
No, it must be a new prescription (within the last year).
Q: Are there any prescriptions you cannot support?
Yes, there are some prescriptions we cannot support and this is based on the frame. Please email us at email@example.com if you have any questions.
Q: Do you offer bifocal or progressive lenses?
While we don't offer progressive lenses yet, this is something we plan to offer in the future. Please note, we do need a specific prescription for this as near and far vision is required.
Q: What's the difference between single-vision and progressive lenses?
Single-vision lenses offer one correction throughout the entire lens (typically for distance or reading) while progressive lenses offer multiple corrections in one lens, providing transition from distance correction on top to reading correction on bottom. This means you do not need multiple pairs of glasses for different situations.
Q: How do I upload my prescription?
After making your product selections and clicking "Configure RX" on a product page, you'll see a tab for "Prescription" with an option to input your prescription during the ordering process. If you select this option, simply follow the prompts and input the required information directly from your prescription sheet into the appropriate boxes. Please also attach an image of your prescription for verification purposes. If you have any questions, feel free to contact us.
If you'd prefer to order without inputting your prescription right away, we'll send you an email shortly after you place your order to collect your prescription information.
Q: How do I read my prescription?
OS (oculus sinister) means the left eye and OD (oculus dextrus) means the right eye. The further away from zero the number on your prescription, the worse your eyesight and the more vision correction (stronger prescription) you need. A “plus” (+) sign means you are farsighted, while a “minus” (-) sign means you are nearsighted.
If there are three numbers in your prescription, you have astigmatism. These numbers are written as S x C x Axis. The S is "spherical", which refers to nearsightedness or farsightedness discussed previously. The C refers to the "cylinder" or astigmatism, and can be a negative or a positive number. The bigger this number, the more astigmatism you have. The Axis is a number anywhere between 0 and 180 degrees. It reveals the orientation of the astigmatism. It is not enough to specify how much astigmatism there is; we have to know where the difference in curvature is taking place in order to successfully fulfill your prescription.
Q: Can I use contact lens prescription for ordering glasses?
No, contact lens prescriptions are different than glasses prescriptions, so you cannot use a contact lens prescription to order glasses.
Q: Will my prescription for sunglasses be the same as my prescription for regular glasses?
Yes, your prescription for sunglasses will be the same as your prescription for your glasses.
Q: Usually a rep at the eye doc/store adjusts my fit once I get the glasses. How will I know they fit correctly?
You will be able to determine if they are the right fit or not after trying them on. Most optical shops will make minor adjustments for free or a small fee. If you need any additional support, please contact us at firstname.lastname@example.org.
Q: How are bifocal and progressive distances decided?
All prescriptions are determined by an Optometrist.
Q: What is PD?
Pupillary Distance, the distance in millimeters between your pupils.
Q: How do I get a prescription?
Go to your local optometrist and receive a prescription, including your PD, or pupillary distance, from them.
Q: Can a progressive prescription be used for single vision glasses?
Yes, but you will need to determine if you would like the prescription to be filled for distance vision or near vision (readers).
Q: How close to my eyes should the glasses fit on my face?
Lens power is affected by how close a lens sits to the eye. This is called Vertex Distance. A minus lens moved closer to the eye gets stronger while a plus lens moved closer to the eye gets weaker. By default throughout the optical industry 10mm is the accepted vertex distance which coincides with how far doctors will normally conduct a patient refraction. This distance definitely varies from person to person due to the way our noses are wider, longer, sitter higher up, etc. from one another but this distance should be around 10mm.
What lenses and coatings do you offer, for what prices, and what are the features of each?
Our advanced coatings are consistent across all of our lenses and include anti-reflective, scratch resistant, hydrophobic, oleophobic and anti-fog coatings. We offer Polycarbonate and Trivex lens options for all prescription sun and optical styles. You can see prices and build your perfect pair on all of our product pages.
Q: What is the best way to care for my lenses?
The best way to care for your lenses is to keep them in their case any time they are not in use. Most of the time, the microfiber cloth that comes with your glasses will quickly and effectively clean the lenses. If they are very dirty, you can hand wash with a light detergent.
Q: Where are your frames made? What are they made from?
Our frames are made in China at one of the most advanced production facilities in the world. Depending on the frame, it could be titanium, a mixture of metals (alloy), or injected nylon. All prescriptions are fulfilled in the United States.
Q: Where are your lenses made?
Our lenses are made in various locations throughout Asia at high-end production facilities. All prescriptions are fulfilled in the United States.
Q: What is the difference between Trivex and PC?
Our polycarbonate (or PC) lenses are the highest quality PC lenses on the market. They are lightweight, offer impact resistance and protect from 100% of UV light. Our Trivex lenses offer all the same benefits, but are lighter and have even better central and peripheral optical clarity.
Q: How does your product offering compare to other direct to consumer prescription eyewear brands?
ROKA uses significantly more premium and expensive materials that are of unmatched quality compared to some lower price point competitors. Our frames are lighter, cause less pressure points and stay firmly in place due to our GEKO™ padding on the nose and temples. Our lenses (both our standard optical polycarbonate and upgraded Trivex) are the best PC and Trivex lenses available on the market, full stop. We don't skimp on quality materials to save dollars. Still, as a direct to consumer focused brand, we're able to offer market-leading quality at a significantly better price than your typical optical shop.
Q: Do you (or will you) offer children's prescription?
No. The prescription fulfillment process is the same as an adult, but frame sizes differ. The limiting factor is a child's pupillary distance being smaller than an adult's, so our frames would be out of range based on their size.
Q: What makes ROKA eyewear unique/better?
The GEKO™ padding on the nose and temples make our glasses stay on your face in all conditions. All of our frames are remarkably lightweight, very durable and have premium lenses with the most advanced combination of lens coatings on the market.
Q: What are polarized lenses?
A polarized lens greatly reduces the glare caused by rays that reflect off of flat surfaces, like water or the road. Polarized lenses reduce eye strain in sunny conditions.
Q: What are the measurements on the frames?
The numbers on the inside of the temple represent the size of the eyewear. The first number is the width of the lens. The second number is the distance between lenses. The last number is the temple length.
Q: Do the frames come in different sizes?
Currently, only the Phantom Ti comes in two sizes: 57 (regular) and 59 (large).
Q: What is your return policy?
If a return happens because a prescription is wrong, we will facilitate your return and refill the prescription. We can accept returns for 30 days after receipt of the item. We cannot currently offer exchanges. Once a return is refunded you can purchase a new pair.
Q: How quickly will I receive my refund for a return?
Once an item is returned, you will be refunded 3-5 days after being received.
Q: What is your warranty policy?
We have a two year manufacturing warranty on our prescription eyewear. To submit a warranty claim, we will need a proof of purchase and a photo prior to submitting a warranty claim. Scratches are not included in our warranty policy.
Q: Do you have any extended warranty options (ie pay extra to cover accidental damage or prescription changes)?
We do not currently have an extended warranty option.
Q: Are particular parts of the glasses covered by different warranties (i.e. coatings for 1 yr, prescription for 2).
If a return happens because an prescription is wrong, it can be returned to be remade to us to be remade until the prescription is correct. We offer a warranty on our glasses for up to two years.
Q: What happens if I scratch my lenses? I can’t afford to replace glasses AND prescription lenses.
We can offer lens replacements within two years at a discounted price.