FAQs

RETAIL

+ What time are your store hours?

We are open from Mon-Sat 11 a.m to 7 p.m.

+ Are all products listed on the website available in-stores as well?

We carry the most popular colors of each style in store, but you can always find a greater color selections on our website. 

+ Do I need to make an appointment?

Not at all, please stop by. 

+ How long will it take to get my glasses purchased in store?

For non-prescription sunglasses, you can go home with it on the same day.

For prescription glasses, it will take 7-10 business days before you can pick it up.

 

ORDERS

+ What if I want a particular option for the frames that are offered online?

You can order directly from our website, or give us a call to order, or come to our store in person.

+ How can I change or cancel my order?

Simply give us a call as soon as possible, and we will change or cancel the order for you.

+ What do I need to place an order for prescription glasses?

To place an order with us, you will need a valid (not expired) eyeglass prescription and your Pupillary Distance (PD) measurement. 

PRODUCTS & SERVICES

+ Do you offer bifocal or progressive lens options?

We do offer bifocal and progressive lens in store. For online order, we can not yet offer these types of lens due to the measurements required for the proper function of the lens.

+ Can I replace the lenses in a pair of glasses I purchased?

If you want new lenses for your glasses purchased from KEHO, we'll gladly put new lenses into your frames. 

+ Will you make adjustments to the fit of my glasses?

Absolutely. Simply bring your glasses to our store, we will try our best to make it fit you perfectly.

 

PRESCRIPTIONS

+ My lens prescription is very strong, what are my options?

We can fill any prescription with a sphere value up to -10.00 and +8.00. If you also have a prescription for astigmatism, we can fill cylinder values up to +/-6.00. The sphere and cylinder values listed here are the upper-end values of the prescriptions we can fill, but whether or not we are capable of filling your specific prescription depends on the combination of these sphere and cylinder values. 

High-index lenses are also offered (at no additional cost) for those who need a stronger prescription filled. These lenses are designed to be thinner so that those with strong prescriptions won't be stuck with overly thick lenses.

+ What should I do if I'm having problems with my prescription?

It takes about two weeks to adjust to a new pair of glasses (sometimes even if your prescription hasn't changed), so please allow some time for your vision to adapt.

If you continue to have problems with your glasses after two weeks, please contact us, we will be glad to help determine and resolve the issue! 

+ What is Pupillary Distance (PD) and how can I measure it if it is not provided with my prescription?

Your PD is the distance between your two pupils, expressed in millimeters. Sometimes the doctor will write two values (one for your left eye and one for your right, measured from the center of your nose) for your PD instead of one. Don't worry! These values will serve the same function as one value would, and there will be a space for you to enter this information when ordering.

We need this measurement because it helps us to position the focus of your lens prescription in the right place for your frames.

 

SHIPPING & ORDER STATUS

+ When will my order arrive?

The time it takes for a brand new pair of glasses from us to reach your doorstep largely depends on the type(s) of glasses you've ordered. Here's a chart with estimations of what you can expect: 

 

+ Can my order be expedited?

We work as quickly as possible to process, verify, manufacture, and ship all orders, so unfortunately, we can't expedite orders any further. We're trying to add a speedier shipping option soon, so keep your eyes out for for that.

+ What is the cost of shipping?

Nothing at all. Shipping is free in the US.

+ Will you ship internationally?

Currently, we only ship to the US.

 

WARRANTY, RETURNS, AND EXCHANGES

+ What is covered under your warranty and how can I use it?

We want you to know we stand by our products. So rest assured, we have an honest warranty policy to show you just that. Here it is, simply put:

  • Lenses will be covered for 1-year against all manufacturer defects.
  • Frames will be covered for 1-year against all manufacturer defects.

If you find that you need to use our warranty, please head to the store nearest you, or contact us. We'll be happy to help.

+ What is your return/exchange policy and how can I use it?

You can read a full detail of our return policy here.

If you are returning a product you purchased online, just follow these steps:

  1. Hold on to the box and order slip that came with your items.
  2. Contact our Customer Service team at 1-844-391-#### or contact us . Please have your order number ready to go.
  3. We will email you a shipping label at no charge.
  4. Pack it up and let the post office take care of the rest.
  5. We will send you an email once we have received the item(s) and credit the amount as soon as we can.

 

INSURANCE, PAYMENT, AND GIFT CARDS

+ Will insurance be accepted for my eyeglasses?

We do not work directly with insurance providers, but we can provide you with an itemized receipt for your reimbursement request.

+ Are HSA/FSA accepted forms of payment?

We accept both HSA and FSA as forms of payment for any prescription eyewear as long as the accounts are affiliated with a major credit card.

+ How can I get an itemized receipt?

To get an itemized receipt, please contact us.

+ What information will appear on my credit card statement?

The transaction will be processed as KEHO EYEWEAR LLC.

+ Do you sell gift cards?

YES, You can find a wide collection of our gift card here.