Frequently Asked Questions
General Information
Where can I get my prescription?
You can send us your prescription form from any optician or optometrist. They are required to provide you with your prescription after an eye exam.
If you are located in Vancouver, Canada, we welcome you to our retail store, Sunny Eye Care, to have an eye examination performed by our resident optometrist.
Otherwise, feel free to find a local optometrist in your area and obtain a prescription from them. If you are unsure if your prescription works, feel free to contact us.
Is it possible to purchase eyeglasses with non-prescription lenses?
Yes, please select ‘Frame Only’ on the product page.
Do you offer eyeglasses that turn into sunglasses outdoors?
Those are called Transitions® Light Intelligent Lenses™ . Please do contact us if you wish to have these type of lenses. We will need to custom order them.
How do I read my prescription form?
Sphere: The sphere (SPH) on your prescription indicates the lens power you need to see clearly. A minus (-) symbol next to this number means you’re nearsighted, and a plus (+) symbol means the prescription is meant to correct farsightedness.
Cylinder: The cylinder (CYL) number indicates the lens power needed to correct astigmatism. If this column is blank, it means you don’t have an astigmatism.
Axis: An axis number will also be included if you have an astigmatism. This number shows the angle of the lens that shouldn’t feature a cylinder power to correct your astigmatism.
OD: This is short for the Latin term, ‘oculus dexter’, which means right eye.
OS: This is short for the Latin term, ‘oculus sinister’, which means left eye.
You may also see, PD: which is short for pupillary distance. A single PD (only one number provided) measures the distance between your left and right pupils. A dual PD (two numbers provided) measures the distance of each pupil (left and right) from the centre of your face.
Shipping & Returns
Our customer service team can help you look into your order, simply call 1-604-423-3419 or send an email to hello@frameii.ca and let us know how we can help you with your order. Please make sure to include your order number.
Your order will be delivered within 7 – 14 business days. We ship via Canada Post and will provide a tracking number once shipped.
It depends on the destination. All orders outside of Canada are shipped as duties, customs, and taxes unpaid. In the event that your order is charged taxes or customs duties, you will be responsible for all expenses incurred, which will be non-refundable.
We accept all major credit cards through our secure website
At Frameii, we guarantee the quality of our eyewear. If you are not happy with your glasses, simply contact us for a refund or a replacement.
Frameii has a 30 days guarantee which allows customers to make an equal exchange or return with no questions asked.
Our 1-year product guarantee means customers are eligible for manufacture’s warranty. A replacement pair will be only issued if there are clear defects in material and workmanship.
Product warranty does not cover damage caused by accidents, negligence, wear and tear, or improper care.
You can also initiate a return by calling our customer service team at 1-604-423-3419, or contacting us via hello@frameii.ca and please have your order number ready.
Should you have any concerns or questions related to our policies, feel free to contact us through this form.
Copyright © 2024-2025 frameii.ca. All rights reserved.
