Q:just a question about returns, Can I exchange or return the eyeglasses for full amount paid, minus shipping, if when I receive, I just do not like them?

A:Yes, you can return it. For details, please check the web https://www.mooglasses.com/info/index/t/return-refund.html

Q:I ordered 2 pair of glasses from your company. I really like the frames, called Mel, that are sunglasses. i would like to order the same frame except only progressive lenses, not sunglasses. If you can find that order I'd appreciate it, because it's difficult for myself to navigate your website.

A:The link to the item you need is as follows https://www.mooglasses.com/frame/goods/gid/1255/gcid/8/gn/pink-oval-acetate-eyeglasses.html

Q:A couple of questions, please: 1. Do you deliver to UK? 2. Do UK prescriptions translate exactly to US systems? Is what you call "progressive" what we call "varifocal"?

A:Yes, we deliver to the UK and Varifocal = Progressive

Q:Why am I not getting a response on my request about getting my $70 off coupon? Your website is still offering it

A:Please check the email, and if you buy 2 or more, you can use code joyjoy

Q:I am not able to use the buy one get one free offer. When put in the word (Enjoy) it gives me another discount. Not the buy one get on free. My total is $159.00 I have not order yet

A:Hi，now the offer is Buy 1 Get 1 Free （Frames）+ Extra 35%off （Lenses），not the buy 1 get 1 free（frames +lenses）

Q:It wont let me choose polarized lenses for my prescription sunglasses that i want to buy..is there a reason that option is blocked?

A:Hi, the option blocked to progressive and bifocal ，you can choose photochromic for them

Q:I ordered glasses but never got a confirmation email or a status email i dont even know my order number & im having trouble logging in

A:Dear Hafsah Broadus, your order was shipped out 4 days ago, and the shipping number is 92001902406096526278646039, it's still in the transit from China to US and usually will take 4-7 days. When the item arrives in US, you will find updating information on USPS. Thank you for your understanding.

Q:I need some help with ordering

A:Dear Nancy, I see that you had placed two orders before so what kind of assitance you need about ordering please? Any further questions please contact service@mooglasses.com

Q:Hi, can you tell me what the 'mixed material' is for the Kyoto frames? What kind of plastic? Not concerned about the metal. Thanks for your reply.

A:First, the kyoto frames are made out of TR. And the mixed material contains metal and plastics. The kind of plastic is known otherwise as cellulose acetate, or zyl. If you have any other problems, please contact us with service@mooglasses.com.

Q:Status says CLOSED. WHY?

A:We are very sorry，Something wrong with the announcement of receiving Klarna to our system, I have put your order into normal status. We are sorry again for our neglects making trouble to you. May God Bless you!

Q:My order status is CLOSED. WHY? Please prepare the glasses or refund me

A:To express our sorry, We will offer a coupon of $15 to your email. and I will process your order for priority.

Q:Hi. I am looking at the Mincan frames and the material listed for these is 'board'. What is that? Are they that memory TR plastic? And are they matte or shiny. Hard to tell from the picture. Also are your frame width and lens height measurements edge to edge of the frame? Thanks for your response. Korine Sander

A:Dear ，The board is a premium acetate plastic，measurement is edge to edge.

Q:My son broke frames can you repair or replace at my cost

A:Thank you for the support to MOO. We feel sorry to hear that and understand your feeling of favor for the shape of frame. Though the service of repair isn't available now which makes us really sorry. We would like to recommend some kinds of frames according to your preferences via the email service@mooglasses.com. And kindly remind you that a big sale of 2 days left is on our website. Please help yourself to have a look at those.

Q:How do you find the sizes and measurments

A:Hi, you may find the measurements or sizes information on the details page of the glasses product you would like to order by simply clicking the item icon. If the measurement or size of your face is necessary for data comparing, you will need a ruler. And for PD measuring, this site may be helpful: https://mooglasses.com/info/index/t/how-to-measure-your-pd.html.

Q:how do I get the free shipping

A:you can use code：moofree for free standard shipping，1 code per order

Q:I need readers with 2.0 strength

A:step 1, choose the frame you like; step 2 choose reading; step 3 SPH, choose +2.00, fill in PD; step 4 choose other items and checkout

Q:Hi , which delivery company will deliver my parcel to my address once it enters Canada, thanks .

A:Dear Peter Vander Heide, Your order had be shipped via DHL eCommerce. The tracking number is CNDFY12303005996. Thank you for your patience inadvance.

Q:I'm trying to order prescription lenses with prisms. I only need Horizontal prisms, so I choose "out" and enter the amount of 1.0. But I keep getting an error that says "Please choose the prism value." and I HAVE entered it. Vertical is n/a so there's nothing to enter, but it won't accept it. How do I place an order with only horizontal prisms? Thanks.

A:Please upload a photo of your prescription and also fill out a prescription that will pass without reporting an error. The processing staff will help you to fit your lenses based on your prescription photo

Q:My prescription was wrong, I have a new one. How do I get my lenses changed?

A:Dear Charlene North, Don't worry, our customer service is reaching out to you through email. You can send your new prescription to service@mooglasses.com.

Q:I placed an order and never received confirmation can you please help assist me. Thank you

A:Dear Becky McKim, Sorry,but I couldn't find your order. Could please tell me your order number so that I can check for you? Thank you.

Q:I keep putting in my CCard information and it keeps sending me back to checkout page. I put info in again and it goes back. I’ve been trying for a few days now and it continues to do the same. Please advise.

A:Dear Christine We have checked your issue. Please be assured that our payment system is safe. Could please use another CCard to try? We recommend you to pay directly in your unpaid order. No need to reorder. Please feel free to contact us if you have any question.

Q:My lens came out of frame.I cant get it into gide

A:Hi, you can press the lens in hard according to the shape of the frame

Q:Actually the prescription itself on my glasses is perfect. However, I paid extra for photochromic lenses in the purple pair of glasses. They are clear lenses. They do not darken in sunlight at all. What do I do in this situation? I need photochromic lenses because I am a professional driver. Catharics$23.95 Color: Purple Lens: Premium Progressive View Details $74.9 Lens Type: Photochromic Lens Tint: Photochromic Grey Lens Index: 1.56 Super Flex Aspheric

A:We are glad that you like our frames and are sure that our prescriptions are accurate. We have asked our customer service to contact you via "service@mooglasses.com" for the problem you mentioned. We will redo your glasses after confirmation.

Q:I would like to upload my prescription so I can order. I cannot figure out how to read this prescription

A:you can upload the photo you take so we can help you confirm the prescription or send it to our customer service email ，service@mooglasses.com，we will check it asap

Q:Hello, I placed my order on February 10, 2023 and I selected express shipping. It has been over a week and my items have not shipped. Please, when will they ship? Thank you.

A:It has been shipped ，please check it

Q:hi, Can you do -28 and -25 glasses?

A:Could you please send your prescription to our customer service email? Email: service@mooglasses.com

Q:What do the numbers on left arm piece mean? TK1009 54/16 195 60 Thank You

A:The numbers on the leg AA - BB - CCC-DD, AA: the width of the single side of the frame, BB: the width of the bridge, CCC: the length of the leg, all in mm. DD is meaningless

Q:Hi I haven’t ordered yet I just have a question about your glasses. I’m wondering if you have any that have “spring back arms”? Ty

A:Yes we have, You can filter the spring hinge in the feature, then you will find them

Q:How do I order a pair of prescription . The form seems to talk about progressive or bi focal. I just want simple reading glasses.

A:Step 1. Choose the Frame you like Step 2. Choose Reading ＆ Add your prescription Step 3. Follow the lens selection process Step 4. Check out ＆ Wating for your new reading glasses

Q:I sent wrong prescription- but I love the frames! What can be done for my stupidity?

A:You can leave a message directly or email to our customer service Email ：service@mooglasses.com