FAQ

About sunglasses and eyeglasses

1. Are the glasses 100% original?

Yes, all Otticanet glasses are 100% original. All the glasses are shipped in their original packaging and with cleaning cloth, box and accessories.

2. Do the glasses come with a warranty?

Yes, all our glasses have a 2-year warranty that covers all production defects and not damages due to ordinary use of the item.
In case of damages, please send us some pictures depicting the defect to our customer service.
Any spare parts that are not under warranty can be sent separately.

3. Are the glasses shipped in their original case?

All the glasses are shipped in their original hard or soft case depending on the model, and with cleaning cloth, box and included accessories.

4. Is it possible to request a hard case?

The frames are sent in their original case. For any extra requests, you can contact our customer service.

5. Are the glasses immediately available?

Yes, generally the glasses are available in stock. Next to each article you will find the estimated delivery date. If the date is close it means that the article is in stock and will be dispatched the following business day. You can contact our customer service to check availability and delivery time of the items that are not in stock.

6. Is it possible to order spare parts?

Yes, it is possible to order spare parts. Spare parts as arms, lenses, nose pads and so on can be purchased. In order to know the prices and the availabilities, please contact our customer service?

7. Is it possible to order prescription lenses?

Yes, Otticanet offers its customers prescription lenses both on prescription frames and sunglasses
You can proceed with the order directly online or request a quote by sending an e-mail to [email protected]

8. I would like to have information about Otticanet promotions and new collections, what should I do?

Subscribe to our newsletter service and you will be the first to know about new collections and best offers.



Prescription lenses

1. What are monofocal lenses?

They are lenses that allow single vision only, either distance or reading.

2. What are bifocal and progressive lenses?

They are lenses that allow to see well across any distance by using only one pair of glasses.

3. Can I ask for bifocal and progressive lenses?

Bifocal and progressive lenses have a complex geometry. At this moment we do not prepare this type of lenses as the best way is to have them prepared locally upon personalized visit.

4. Are aspherical lenses better than the spherical lenses?

Aspherical lenses have a special geometry that makes them thinner and therefore aesthetically nicer. They also offer a better quality of vision with less distortion at the edge of the lenses.

5. What are photochromic lenses?

Photochromic lenses are lenses that trigger a reversible reaction when they are exposed to UV rays: they darken when exposed to UV rays - for example during a walk outdoors - and come back to clear when the UV exposure ends - entering a building or a place protected from the sun.
The intensity of the dark tint adapts automatically to the amount of UV rays present in that moment. This adjustment happens in such a swift and smooth way that the wearer does not even perceive the change!
Photochromic lenses always protect the eyes from UV rays, regardless of the colour of the lens and of the place where you are.
Just one note: if your car has a new generation windshield with UV protection, the photochromic reaction of your glasses' lenses may not occur or may not take place optimally.

6. How long does it take for the photochromic lenses to get fully dark?

In the open-air, with sunshine, lenses take about 20 seconds to reach the maximum colour intensity.

7. Can I choose the colour of photochromic lenses?

Yes, you can. Photochromic lenses are available in two different colours: brown and grey.

8. Does the colour have any effect on the visual impairment?

Yes, it does. Usually, short-sighted people prefer the brown colour while for far-sighted people the grey colour is recommended.

9. What are mirrored lenses?

Mirroring is a treatment that gives the lenses a reflective effect on their outer surface.
Mirrored lenses considerably reduce the amount of light reaching the eyes and are particularly recommended for activities that take place in a very bright environment, such as, a snow-covered ski slope, an ice-paved road, the desert dunes or the waves of the ocean.
The intensity of the mirroring can vary: you can choose not to allow your interlocutor to know what and where you are looking at or you can pick a simple flash or light-mirroring effect that will allow to show your eyes.
One last important thing: the colour of the mirror is not related to the base colour of the lenses you have chosen. You can create your own glasses.

11.What are polarized lenses?

They are lenses capable of absorbing light and countering the rays that derive from its reflection on any reflective surface.
They are called polarized because when light collides with a reflective surface it starts to move vertically and horizontally and this phenomenon is called polarization: the light that moves vertically allows us to distinguish colours and perceive contrast, while the horizontal light creates strong discomfort as it produces reflection, that blinding and annoying glare that prevents us from seeing well.
These lenses give their best while driving and are particularly suitable when practicing outdoor sports. Whether you're hiking in the snow, crossing a lake or sailing up a river, polarized lenses will help you admire the view so you can treasure its beautiful memory in your mind.
And we have not forgotten the seaside: these lenses are perfect even on the beach!

11. What is polycarbonate?

Polycarbonate is a very strong material 12 times stronger than the standard plastic material commonly used to make prescription lenses.
Thanks to its special characteristics, it is a material we recommend for frames such as glasant and nylor or for frames used for doing some hard works or sport activities.

12. Which type of lenses do you recommend for glasant or nylor frames?

For glasant and nylor frames, we recommend the use of higher index lenses such as 1.60 index.

13. What is the refractive index or index of refraction?

The refractive index refers to the thickness of the lenses. The higher the index, the thinner the lenses will be. For high prescriptions we recommend high index lenses in order to guarantee the best performance possible.

14. Do all lenses have a UV protection?

Yes, they have. As per the current regulations all lenses have a total protection against UV rays.

14. What is anti-scratch coating?

Anti-scratch coating is a hardening coating that prevents scratches from daily use.

16. What is anti-reflective coating?

Anti-reflective coating is a superficial coating that protects from almost all superficial reflections and internal and external ghost images.

17. In which conditions do you recommend anti-reflective coating?

Anti-reflective coating is always recommended, particularly when using computers and when driving at night.

18. What brand are the lenses?

The lenses we provide are made by Synchrony - Carl Zeiss Group or Vision Ottica by Essilor. Both companies have decades of experience in the field of prescription lenses and give the best solutions for those who are looking for a reliable product at an affordable price.

19. Are the lenses refundable?

The cost of the lenses is not refundable.

20. What is the best way to clean the lenses?

The lenses can be cleaned with cold water and neutral soap or just by using a cleaning spray. Other more aggressive products may damage the lenses, especially if they have an anti-reflective coating.



 

How to enter your prescription

1. What does the sphere measure?

The sphere is the myopia value (negative value), the hypermetropia or presbyopia value (positive value).
If there is no sign, it means it is positive.

2. What does the cylinder measure?

The cylinder is the astigmatism value, it can be positive or negative.
If there is no positive or negative sign, it always means it is a positive sign

3. What does the axis measure?

The axis points the astigmatism graduation. The graduation goes from 0° to 180°.

4. What does the addition measure?

The addition corrects presbyopia (blurred near vision) and is always a positive value. If it is added to the sphere value for distance, you'll get the right value.

5. What are Tabo and International systems?

Tabo and International methods are the two measurement systems of the astigmatism axis for the left hand-side eye only.
The most common system is Tabo.

6. How do I know if my prescription axis measurement method is Tabo or International?

In order to know if the axis of left eye value is Tabo or International you can have a look at the graph table shown on your prescription. TABO: the arrow that states graphically the astigmatism position point to zero at the temple position that is to the righthand-side of the drawing (in this example 60°).
INTERNATIONAL: the arrow that states graphically the astigmatism position point to zero at the nasal position that is to the lefthand-side of the drawing (in this example 120°).

7. How can I know if the method used by my Eye Doctor is Tabo or International if there is no graph table on the prescription?

You can simply contact your oculist and ask for the left hand-side eye astigmatism axis measure to know if it has the zero in nasal or temple position. That is to know if the axis is measured from 0° to 180° or from 180° to 0°.

8. What is the interpupillary distance? And what is the semi-distance?

The interpupillary distance (PD) is the distance measured in millimeters between the eyes-pupils. The prescription can be either with one or two values.
In the second case, the semi-distance is the distance between a pupil and the center of the nasal septum, in this case you'll have a right PD and a left PD.

9. Can both interpupillary semi-distances have different values?

Yes, they can. It is likely that the semi-distances differs with one or more millimeters.
In this case it is important to report it in order to get a right lens construction and consequently a perfect vision.

10. Can I measure the interpupillary distance on my own?

Yes, you can measure your interpupillary distance on line. You'll need a webcam and a credit card with magnetic strip (useful thanks to its standard size, used as reference for the distance between your eyes and your nose).
Make sure you are in a well-lit room with your eyes and ears visible. Your webcam will automatically detect your features. When ready, click “accept” and and follow the instructions.
If both values are equal, you can enter the total PD value as the addition of the two distances (in this case is 58mm), otherwise you can specify the value of each PD (DX PD: 29mm - SX PD: 29mm)

11. What if I don't feel confident in doing it myself?

You can visit an optician and ask for the measurement of your PD.



 

Payment, security

1. Which payment methods do you accept?

We accept payments through credit card or Paypal.

2. Which credit cards do you accept?

We accept Visa, Mastercard, American Express and Discover. Other card payments may be available by choosing Paypal as payment method.

3. Is it safe to pay with credit card?

Payments with credit card are 100% safe.
Credit Card data in transit are transmitted only via the Banca Sella server (protected by the SSL3 security protocol with high-grade 128 bit encryption: the highest safety standard currently available using server-side certification) and subsequently to the international authorisation circuits.

4. What should I do if I cannot pay with credit card?

You may choose Paypal as payment method, (it is not necessary to have a Paypal account to access).

5. What should I do if I didn't receive any confirmation after completing the order?

Please contact our customer service immediately if you do not receive the order confirmation. 

6. When will I be charged?

If you pay with credit card, we charge once the order is ready. In case shipment is delayed, payment will be charged after 24 days from your payment authorization. While if you use paypal the payment is collected instantly.

 

Shipments, estimated delivery time, freight charges

1. How many days does it take to receive the glasses?

If the glasses are available in stock, we will notify shipment in one business day.
If the glasses are not available in stock, you will receive an email with the estimated waiting time of the glasses.
You will be able to track shipment on the courier’s website by entering the tracking number provided by Otticanet.

2. How do you ship?

Shipments are carried out by Fedex.
Freight charge already include priority service for each shipment.
Items are accurately packed to avoid any damages during transportation.

3. How much are shipping fees and what do they include?

Click here to check the freight charge.
Shipping fees include insurance and freight charge.

4. Is it possible to receive the goods in a different Country?

We only ship to the U.S. If you want delivery to another country please contact our customer service.

5. I received a bill for import taxes, what should I do?

Don't worry, if you placed an order with our Italian branch all you need to do is fill out this form and we will refund you for those taxes within 1-2 business days.

6. What should I do if the tracking number doesn't work?

The tracking number is activated in 24/48 hours time from the moment you are notified.
Tracking numbers sent on Fridays will be active on the following Monday.
Couriers may not deliver on Saturdays, Sundays and on bank holidays depending on your state.

7. Is it possible to ship to a PO BOX?

Otticanet cannot ship to PO BOX, as the courier will require a signature for the delivery.

8. Is it possible to ship to an APO address?

It is necessary to indicate a physical address of the base in the foreign country.

9. Is it possible to recieve without asking for a signature?

It is suggested to have the parcel delivered upon signature and that is our default option. Still, the recipient may contact Fedex customer service and authorize the delivery without any signature.
In this case Fedex and Otticanet will not be responsible for any steal nor damage.

10. Is it possible to gift-wrap the package?

This service is available only with particular promotions. If you want to discover our offers, join our newsletter.

 

Return Policy, refund

1. Is it possible to return the glasses I received?

Yes, you can return the glasses within 30 days from the delivery following our return policy. First of all, you have to fill out our return form, then wait for our e-mail with all the instructions. The product must be unused, clean and not damaged. Moreover, glasses must be returned in their original packaging with the case and all the accessories you received.

 

2. Who is in charge of the shipping fees of the return?

All the shipping fees are on the customer’s charge.

4. Can I return the glasses for an exchange?

Yes, if our return conditions are fulfilled, you may choose to exchange the item. If the price of the new item is lower, we will refund you the difference. If the price of the new glasses is higher, we will ask you to pay for the difference.

5. Can I return the glasses for a refund?

Yes, if our return conditions are fulfilled, we will refund you the price of the returned glasses.

6. How long does it take to receive my refund?

The refund process depends on your credit card company and on the banking system.
For any further verifications, you can contact our customer service.

7. Are the lenses refundable?

The cost of the lenses is not refundable if the frame s returned.

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