Frequently Asked Questions

FAQs

Products

What is your price structure?

Pricing for our glasses will depend on your personal vision needs. All prices for our different glasses options are listed below:

  • Just the frames - $89
  • Non-Prescription Glasses or Sunglasses - $89
  • Single-Vision Prescription Glasses - $119
  • Bifocals - $249
  • Trifocals - $299
  • Progressives - $299
  • Readers
    • Standard Power - $89
    • Custom Prescription - $119

Additional special features:

  • High Index Lenses 1.67 +$40
  • High Index Lenses 1.70 +$70
  • Photochromic Lenses +$100
  • Tinted Lenses +$5
  • Gradient Lenses +$10
  • Polarized Lenses +$50
  • Magnetic Clip-Ons
    • Polarized +$150
    • Mirrored Polarized +$175

For more specifics on our pricing and eyewear offerings, get a full list of details here.


What are your product offerings?

At f + i, we offer a wide selection of glasses to purchase and a number of ways to personalize your own pair based on your style + optical needs. Below is a detailed list of our product offerings. For even more specifics, get a full list of details here.

Lens Material:

All of our lenses our handcrafted in the United States to match your unique prescription and vision needs. We use only the highest quality materials to craft the pair of glasses perfect for you!

  • CR-39: Standard for all non-prescription lenses.
  • Polycarbonate: Standard for all prescription lenses.
  • High Index 1.67 or 1.70: 1.67 lenses are recommended for those with a prescription stronger than SPH +/- 4 and/or CYL +/- 2. We recommend high index 1.70 lenses for those with a prescription stronger than SPH +/- 7.

Lens Options:

  • Non-prescription
  • Single vision prescription
  • Bifocals
  • Trifocals
  • Progressives
  • Readers
    • Standard Power
    • Custom Prescription

Frame materials:

  • Metals
    • Titanium: The toughest of our metal frames.
    • Stainless Steel: Available in both matte and polished finishes.
  • Plastics
    • Acetate: All of our plastic frames are made from high-end cellulose acetate.
    • TR-90: Our glasses made from durable TR-90 material, or from a combination of TR-90 and metal or plastic, flex + bend with the wearer.
  • Hypoallergenics: Many of our frames are sensitive-skin friendly. Just look for "hypoallergenic" in the product specs!

Lens protection:

All of our glasses come with anti-reflective, scratch-resistant, and UV lens protection — free of charge, every single time.

Special extras:

We provide the following options to customize your pair even further. You can add these special features to your lenses for an additional cost.

  • Polarized Lenses
  • Photochromic Lenses
  • Magnetic Clip-Ons
  • Indoor/Outdoor Tint
  • Gradient Tint

Where can I find the measurements on my current frames?

Take a look at the inside temple of your frames. Some pairs have a three-number sizing code. If yours do, the measurements appear in this order:

lens diameter | bridge width | temple length

To see a diagram of what this might look like on your frames, click here.

Sometimes the numbers are split and show up on the inside bridge of your frames as well as the temple, so be sure to look there if you don't find all three numbers listed on the temple.


Where can I find measurements for your products?

For all you need to know about specific measurements for our frames and how to find the right size for you, visit our Size Finder.

We separate all of our frames into three categories: narrow, medium, and wide. In addition, we offer varying bridge widths and temple lengths, depending on the style, so you can make sure you get the frames that fit you best!


I wear progressives: will you be able to accommodate my prescription?

At felix + iris, we're happy to provide progressives that are both stylish and functional. To help you get the best vision possible, we've split our progressive frames into two categories: progressive-friendly and progressive-standard.

Frames in our "progressive-friendly" category have a lens height of at least 24mm. Because we use short corridor progressive lenses, most progressive-wearers should be completely comfortable in these frames. However, if you prefer more surface area or reading area in your glasses, you should look for frames in our "progressive-standard" category, which includes frames with a lens height of at least 31mm.


How do you choose the names for your frames?

To bring a bit of our home to yours, we've added a touch of Indiana to each of our frames, which are named after streets and notable places around our state.


Do your products meet Prop 65 requirements?

WARNING! Our products may contain a chemical known to the State of California to cause cancer, or birth defects or other reproductive harm.

Prescriptions

Will you verify my prescription?

Though it is not required by law in all states, we do verify all prescriptions as a courtesy to our customers regardless of the state or country in which you live. As a reminder, we are unable to accept expired prescriptions (prescriptions are considered expired after two years or by the date marked on your Rx).

To verify your glasses prescription, we will need either a copy of your prescription via fax or email (please send within 48 hours of placing your order, along with your full name and order number), or we will need your doctor's name, phone number, and your birthday so we can call them. You will be walked through this verification process when building and ordering your new frames.

Read more about our prescription policy here.


What is required when I provide my prescription?

Before you place your glasses order, we'll need you to input your prescription information. You'll be walked through this process when building and ordering your new frames. Here's what you'll need:

1. Your prescription must be up-to-date.
You'll need a valid prescription that's written by a licensed optometrist. Prescriptions are considered expired after two years or by the date marked on your Rx, so if you're in need of a new valid prescription, please visit your optometrist for an eye exam.

2. Make sure your prescription is for glasses and not contacts.
Since prescriptions for glasses and contact lenses can be different, make sure to double-check that yours is for glasses (and not contacts). If yours is for contacts, please call or visit your eye doctor for a glasses prescription.

3. We must have your pupillary distance.
Knowing your pupillary distance (PD) helps us correctly position the prescription in your new lenses. This measurement often appears with your prescription information, but if you can't locate this info, you can call your eye doctor (they might have it if you've bought glasses from them in the past).

If you've used our at-home Fit Kit and marked the center of your pupils on your Fit Kit frames, we can also determine your PD that way. Just check the appropriate box during checkout so we know to wait for the return of your Fit Kit.

Read more about our prescription policy here.


How do I read my prescription?

It's easiest to find your prescription information on the paperwork you received from your optometrist. If you need help reading your prescription, view the information below, or call us at 1-800-559-3314 for assistance. It's important to note that depending on your prescription, yours might not have all of the boxes filled in as shown below. Sometimes prescriptions look different altogether, so call us if you need help reading yours. Don't be shy — we're here to help!

1. O.D./O.S.
O.D. means the prescription for our right eye. O.S. means the prescription for your left eye.

2. SPH
This is the "spherical error" (that is, your overall nearsighted or farsighted correction). A "+" means the prescription is farsighted. A "-" means the prescription is nearsighted. The higher the number after the + or -, the stronger the prescription.

3. CYL
The "cylinder" is used if you have an astigmatism. This number indicates the severity of the astigmatism in each eye.

4. AXIS
The "axis" (also written as X) is used if you have an astigmatism. This number indicates the way the astigmatism is oriented in each eye.

5. ADD
This is used for readers, bifocals, trifocals, and progressives to indicate the near vision prescription that should be "added" to the regular sphere prescription.

Other items that might show up:

D.V./N.V.

Sometimes bifocal, trifocal, and progressive prescriptions separate the measurements for D.V. (distance vision) and N.V. (near or reading vision).

PRISM

Some people have a PRISM measurement, which is used for those with eye alignment problems. Prism powers are measured in prism diopters, many times accompanied by a base reading with directions to align down, up, or out.


I don't understand my prescription. What should I do?

To be able to place an order, we'll have to enter your prescription information. If you need help understanding your prescription, call us at 1-800-559-3314 for assistance. Sometimes prescriptions read differently, so don't be shy — call us!

Though it is not required by law in all states, we do verify all prescriptions as a courtesy to our customers regardless of the state or country in which you live, so we will make sure to verify your prescription before building your new frames in the case that your prescription has an error or is expired.


My prescription is super strong. Can you fill it?

We do fill orders for very strong prescriptions, however, we might need to provide special attention to your order and there may be an additional cost depending on the strength of the prescription. Please call us at 1-800-559-3314 or email at help@felixandiris.com.


Can you fill my prescription if I have an astigmatism?

We do fill orders for an astigmatism! We can fill astigmatism prescriptions between -4 to +4. For help on how to read your astigmatism prescription, please see "How do I read my prescription?"

If you have any further question about your prescription or think your order might need special attention, feel free to call us call us at 1-800-559-3314 or email at help@felixandiris.com. We're happy to help!


What's my pupillary distance (PD)? How do I measure it?

Knowing your pupillary distance (PD) helps us correctly position the prescription in your new lenses. This measurement often appears with your prescription information, but if you can't locate this info, you can call your eye doctor (they might have it if you've bought glasses from them in the past).

If you've used our at-home Fit Kit and marked the center of your pupils on your Fit Kit frames, we can also determine your PD that way. Just check the appropriate box during checkout so we know to wait for the return of your Fit Kit.

If you need help with your PD measurement, feel free to call us at 1-800-559-3314. We'd be happy to help!

Finding My Frames

Fit Profile

What is the Fit Profile?

Use our proprietary Fit Profile quiz to easily find recommended felix + iris frames for your specific style and optical needs. We'll ask you a few questions about you and your glasses so we can pinpoint your top pairs!

Based on your Fit Profile results, we'll curate a collection of frames just for you in your personalized store called "My Style." On your My Style page, you can view your top matches, compare frames suited to your individual needs, add your favorite frames to your Favorites wishlist, and save your personalized store for future visits.

In addition to your personalized store, filling out your Fit Profile gives you access to trying on any four frames at home for free using our at-home Fit Kit.

How do I use the Fit Profile?

Using our Fit Profile is quick and easy! We'll walk you through a series of questions about you and your glasses and all you have to do is choose the best answer. Once you've completed the Fit Profile, we'll curate a collection of frames just for you that you can access in your personalized store called "My Style."

Ready to try it? Get started here.


At-Home Fit Kit

What is the Fit Kit?

The f + i Fit Kit gives you the option to try before you buy! With our Fit Kit, you can select four frames to try on at home for free, plus we'll include expert style and eyewear advice to help make your decision easy, and direct access to talking with our Fit Kit Specialists. Our Fit Kit even includes instructions on marking the lenses with your specific vision information so we can personalize your fit even further. (At this time, the Fit Kit is only available to orders within the United States.)

Sounds great, right? Read more about our Fit Kit here.

How does the Fit Kit work?

Start by filling out our Fit Profile to narrow down the best frames for you. Then, pick four frames of your choice you want to try and we'll ship them to you for free. You'll have five days to test out the frames and get a feel for them. When you're done, ship everything back to us including your Fit Kit invoice, and you're ready to get online and place your order. (At this time, the Fit Kit is only available to orders within the United States.)

You can read more about our Fit Kit policy here.

Can you help me choose frames for my Fit Kit?

We're happy to help! Give us a call at 1-800-210-3965 and one of our Fit Specialists will gladly guide you through the Fit Kit process.

Why do you need my credit card to order a Fit Kit?

Upon ordering our Fit Kit for home try-on, we will ask for your credit card information. A $1.00 authorization hold will be placed on your credit card, and the hold will be removed after we receive your Fit Kit back in our warehouse.

If you fail to return your Fit Kit frames, we will notify you and then charge the credit card on file for each pair we didn't receive ($89/frame). Your credit card will only be charged for all unreturned frames after 14 days (from the day you received them).

For more on our Fit Kit policy, click here.

Orders

What information do I need to place an order?

To place an order, you first need to build your frames by clicking on "Buy Now" on the product page. We will then take you through a detailed glasses builder for you to choose your prescription and lens needs, then you will head to checkout to pay for your order.

You will need:

  • A valid prescription
  • A copy of your prescription or your doctor's name and phone number
  • Your information (name, address, etc.)
  • Payment information

How do I give you my prescription?

We will ask you for your prescription when you're in the process of customizing your glasses for checkout. To place an order, you first need to click on "Buy Now" on the product page, where we will prompt you with instructions on filling in your prescription. For more information on what is required, visit our prescription policy here.

In addition to inputting your prescription information, though it is not required by law in all states, we do verify all prescriptions as a courtesy to our customers regardless of the state or country in which you live. As a reminder, we are unable to accept expired prescriptions (prescriptions are considered expired after two years or by the date marked on your Rx).

To verify your glasses prescription, we will need either a copy of your prescription via fax or email (please send within 48 hours of placing your order, along with your full name and order number), or we will need your doctor's name, phone number, and your birthday so we can call them. You will be walked through this verification process when building and ordering your new glasses.


What if I don't have my prescription handy?

We'll need your prescription to be able to fill your glasses order, so if you don't have it handy, it's best to call your eye doctor to obtain your prescription. Once you have your prescription handy, you can continue with ordering your new pair! For more information on the information we'll need to process your order, see "What information do I need to place an order?"


Can I try on frames before I order?

You sure can! With our at-home Fit Kit, you can try on four frames (for free!) at home before ordering a new pair. Find out more information on our Fit Kit here.


Can I change or cancel my order?

Unfortunately, we're unable to modify or cancel an order after it has shipped from our warehouse. If you would like to request a modification or cancellation to an unshipped order, please contact us at 1-800-559-3314 right away! We'll do our best to accommodate last-minute changes to orders that are still in our hands.


What's the status of my order?

You can easily check the status of your order in your felix + iris account if you have one. Once you log into your account, you'll see a section labeled "My Orders," where we'll post updates to let you know where your package is in our order process. Though you won't be able to track your package in transit directly through your felix + iris account, you'll be able to view the package records (including when we've received your order, when it's been processed, and when it's shipped from our warehouse). You can also track your package via the shipping provider site by inputting the tracking number assigned to your order. For more information on order tracking, lost shipments, and guaranteed delivery policy, click here.

If you have any questions about your order status, give us a call at 1-800-559-3314. We're happy to help!

Payments

What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, check cards*, felixandiris.com gift cards, and FSA/HSA payments*. Read here for more on payment information.

*We accept check cards as long as they are connected with one of the following major credit card companies: Visa, MasterCard, Discover, or American Express. We accept FSA and HSA payments as long as they are in the form of a credit or debit card.


Do you accept insurance?

We don't work directly with insurance providers, but we're happy to give you an itemized receipt that you can send to your provider with your reimbursement form. Give us a call at 1-800-559-3314 to request an itemized receipt from your felix + iris order. Please contact your vision insurance provider or visit their website directly for more information on how to file a reimbursement.

For more information on accepted methods of payment and vision insurance, click here.


Can I use my FSA/HSA account?

We accept FSA and HSA payments as long as they are in the form of a credit or debit card. Once you make a purchase with your FSA or HSA, you can then file a reimbursement with your vision insurance provider. Read here for more information on vision insurance or give us a call at 1-800-559-3314 with any questions.


When do you charge my card?

We will charge your credit card after your order has entered our shipping process. However, we will authorize your card at the time you place your order. For more information on our payment policies, read here or give us a call at 1-800-559-3314.


What's included in the price?

Your order total includes the cost of the frames, lenses customized to your vision needs, anti-reflective, scratch-resistant, and UV lens protection, and a felix + iris glasses case and cleaning cloth.


Is payment secure?

We take every possible measure to ensure secure shopping and transaction safety. We've adopted a "zero knowledge" policy, meaning that all sensitive information is encrypted into a secure format that cannot be breached by anyone outside or inside of our network. felixandiris.com uses SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services and payment information. Any time we ask for your credit card information during checkout, it will be SSL encrypted.

It's also important to us that your felixandiris.com transactions are safe. If unauthorized charges are made to your card as a result of shopping at our online store, we will work with you to resolve the issue. For more information on our security policy, click here or give us a call at 1-800-559-3314.

Shipping + Delivery

How long does it take for my order to arrive?

The time it takes for your order to arrive depends on the shipping method you choose. Order processing (from the day you place your order and send us your PD and prescription to the day your order ships from our warehouse) can take up to 7 business days for single vision lenses and up to 14 days for more complex prescriptions (such as bifocals, trifocals, and progressives). Please note processing time might extend beyond 7 business days and 14 days, respectively, for customers using our Fit Kit to provide us with custom measurements and for specialty orders (such as magnetic clip-ons). Here are the shipping options available to you with delivery time estimations:

  • First-Class Mail: estimated 3-5 business days
  • Priority Mail: estimated 2-3 business days
  • Priority Mail Express: 1-2 business days
  • UPS Mail: Ground, 2nd Day Air, Next Day Air
  • Priority Mail Express International: estimated 5-10 business days
  • Priority Mail International: estimated 8-15 business days

When choosing a shipping method, please account for order processing time in addition to your delivery estimation. For more information on our shipping options, visit our policy page.


How can I track my order?

Once we process your order, you should receive an email containing your tracking number. You can click on the tracking number directly from your email to locate where your package is in transit. If you have a felix + iris account, we'll post updates to let you know where your package is in our order process. Though you won't be able to track your package in transit directly through your felix + iris account, you'll be able to view the package records (including when we've received your order, when it's been processed, and when it's shipped from our warehouse). You can also track your package via USPS.com and UPS.com by inputting the tracking number assigned to your order.


Where do you ship orders?

We ship free to all U.S. customers via USPS First-Class Mail. We're also happy to ship orders to most international locations serviced by USPS Priority Mail Express International and USPS Priority Mail International. At this time, our Fit Kit is only available to customers within the U.S.

For more information on shipping options, visit our policy page.


How does international shipping work?

We offer international shipping to most locations serviced by USPS Priority Mail Express International and USPS Priority Mail International. For delivery time estimations and prices for international shipping, visit our policy page.

For more information on international shipping at felix + iris, give us a call at 1-800-559-3314 or email us at help@felixandiris.com.


How much do I pay for shipping?

For U.S. customers, we happily offer free standard shipping to you and from you via USPS First-Class Mail. For expedited and international shipping options, the cost can depend on the location you're shipping to, the weight of the package, and the delivery speed you choose. Read our shipping policy for detailed shipping information and price estimates.

Returns + Exchanges

What's your return policy?

You're able to return your glasses within 30 days of your receipt for a full refund and free return shipping with our Fit Promise. We're only able to accept items for refund that are returned in their original condition. In order to process your return, you'll need to send your glasses, the extras you received (such as cases and cleaning cloths), and your invoice back to us. Give us a call at 1-800-559-3314 or visit our policy page for more information about returns at felixandiris.com.

How do I return my glasses?

We make returns quick and easy! Please contact us via phone, email, or chat to get started with your return or exchange. We'll provide a free return shipping label and instructions for sending your item(s) back to us. If you decide not to call us for your free return shipping label, please ship your items to:

  • felixandiris.com
  • 1300 Windhorst Way, Ste A
  • Greenwood, IN 46143

Visit our return policy for more information or call us at 1-800-559-3314 if you have questions.


How do I exchange my glasses?

We're happy to exchange your glasses for another pair within 30 days of your receipt as long as the products are returned in their original condition. Just give us a call at 1-800-559-3314 so we can walk you through our exchange process and make sure you receive your free return shipping label.


I've misplaced my shipping label. How can I retrieve it again?

Just give us a call at 1-800-559-3314 and we'd be happy to send you a new shipping label.


How long does it take to get a refund?

From the time your return is dropped off with the shipping carrier, please allow one week for your return to be processed. We'll send you an email when your return is complete and we've issued your refund. Please keep in mind that refunds normally take an additional 3-5 business days to appear on your credit card statement.

Privacy + Security

What are cookies?

A cookie is a small piece of information stored by a web server on your computer's hard drive. Any cookie in use by our server is temporary and will be removed when you log out or are timed-out by the server.


How do you protect my personal information?

We take your privacy and security seriously. We utilize a "zero knowledge" policy, which means that sensitive information is encrypted into a secure format that cannot be breached by anyone outside or inside our network. We also use SSL (Secure Socket Layer) encryption when transmitting certain kinds of information, such as financial services and payment information. Any time we ask for a credit card number during checkout for payment, it will be SSL encrypted.

View our privacy and security policies for more information or give us a call at 1-800-559-3314 with any questions.