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Frequently Asked Questions
Purchasing
Can I purchase these glasses (a single, or a couple pair) in the United States for personal use?
No, the state regulatory requirements to deliver eyeglasses in the US prohibits us from selling our product directly to people that want to use them as eyeglasses.
Can my organization dispense these glasses in the United States?
In order to dispense eyeglasses in the United States (or Canada, and probably most other developed nations), the prescription must be approved by an optometrist or an ophthalmologist. If your organization can get an eye doctor to participate in your outreach, it is possible to use our kits to help provide eyeglasses.
Do you have different sizes for kits?
Our kits come in two sizes: regular kits and backpack resupplies. Regular kits come with 250 frames / 540 lenses. Our backpack resupplies come with 40 frames / 110 lenses.
What do you recommend for a first order?
We recommend at least one kit of any size (250 glasses or 40 glasses) or kind (child, adult, readers, or sunglasses), and at least one screening kit. The screening kit comes with the USee device and any necessary charts. If you are using a different screening device, such as an auto-refractor, you can just purchase glasses. Feel free to contact us for more information and recommendations.
Shipping
Where do you ship from?
We ship worldwide from our main warehouse in Trappe, Maryland. We also have a small facility in Winnipeg, Canada. We are actively working to set up facilities in Canada, Nepal, and Ghana but this will take time.
How fast will my order be shipped?
Your order's handling time depends a few factors:
- The product's inventory status—If some items in your order are backordered, they will not ship until they are back in stock. The rest of your order will ship immediately. Please view this page for details on backordered items.
- Our staff's availability—as we have a limited staff, all new orders will go into a queue. We ship on Tuesdays and Thursdays and orders will be shipped as quickly as possible if the materials are available.
- Shipping method—express orders will be shipped as quick as possible regardless of the day, but next-day handling is not guaranteed.
What shipping company do you use?
We use FedEx and UPS. Choose the option that works for you.
How do I change my shipping address?
Your shipping address can be updated at any time.
To do so, log in to your account and click View Addresses under Account details on the right side of the page. From there you will see multiple options to create a new address, and edit or delete an existing one.
Can I return my order?
Yes, but products must be returned new and unused. Contact us to arrange a return. You will receive a full refund for materials. Bear in mind you are responsible for covering the return shipping cost.
Training
How can I become trained to use the kits?
After you make your first purchase, you will automatically receive an email with instructions on how to join our free training app.
Is the app easy to use?
Yes! We specifically built the app to be as intuitive and easy to use as possible, but feel free to reach out to us anytime if you have any problems. It is available both on Apple and Android.
Can I schedule an in-person or virtual training session?
No, we no longer provide these types of training in favor of our mobile app.
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