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Frequently Asked Questions

  • ABOUT FITZ

    • What is Fitz’s Mission?

      Fitz is solving glasses for kids and parents...because those who can see the world are the ones who will change it.

    • What is Fitz?

      Fitz is a made-to-measure custom eyeglasses company. Using our easy-to-use app to take precise measurements of your face, we 3D print custom eyeglasses in a wide range of styles and colors, and use a variety of lenses. We also employ an Augmented-Reality virtual try-on that provides your kids agency in choosing the style and color that best suits their unique personality. In addition to prescription lenses, we offer non-prescription sunglasses and blue-light glasses.  

    • What makes Fitz unique?

      Your kid’s glasses should be as awesome and unique as they are. Fitz delivers customized, 3D-printed glasses for kids and parents that care about a great fit, personal style and convenience.

      We started Fitz after identifying a multitude of pain points that parents experience when trying to fit and purchase eyewear for their children. 

      • Convenience with technology: We use an app-based facial mapping technology to take millimeter accurate measurements of your child's face and employ an Augmented-Reality virtual try-on to produce custom 3D-printed eyeglasses - all via your mobile app!

      • Personalization and Pricing: Kids love the agency in choosing the style and color that best suits their unique personality and the glasses are priced to allow parents the flexibility of ordering multiple pairs or just getting a single pair - either way, you won't break the bank. Your child’s measurements are securely stored in your account where you can access them at anytime.

      • Durability: The unique hinge design makes it simple to pop back in - delivering truly “play-ready” frames. No screws and no replacement parts required.

  • 3D PRINTING & THE GLASSES

    • What is 3D printing?

      3D printing or additive manufacturing, is a process of building three dimensional objects from a digital file. In 3D printing, the object is created by laying down successive layers of material until the object is fully formed. This technique is used extensively in medical devices (like custom implants), aerospace (yes, rockets), and now glasses. Additive manufacturing allows us to create a new, fully custom pair of frames from the ground up for each and every one of our customers.

    • How much does a pair of Fitz Frames cost?

      A one-time purchase starts at $95 for a basic pair of prescription eyeglasses. Fitz’s membership plan starts at $185/year and includes two pairs of eyeglasses and unlimited frames (you just pay for lenses and shipping) for a full year from the time of purchase. The typical cost for a base set of lenses plus shipping is ~$50

    • Where are Fitz Frames made?

      We are proud that all Fitz glasses are both designed and manufactured in the USA.

  • FITZ APP

    • Which mobile devices does Fitz currently support?

      You can currently download our app to any iOS device, however, in order to purchase glasses, you will need to order from an iPhone X, XR or XS, or XS Max. These phones include a depth camera (not available on earlier versions of iOS devices) which allows us to take precise measurements of your face. We are currently working on an Android app - stay tuned for information on the release.

    • I can’t get the app to download. What should I do?

      Our app requires an iPhone X, XR or XS, or XS Max. If you have one of these models and you’re still having trouble downloading the app, try restarting your phone. If you’re still having trouble, please contact us either by email or by phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • I am receiving an error message. What should I do?

      If you’re repeatedly receiving an error message, please fully close the app and reopen to try again. If you still see errors, try restarting your phone. If neither of these options work, please contact us either by email or by phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • Where can I find my account information?

      Once you are logged into your account in the Fitz Frames app, tap on the Account tab at the bottom where you can see your order history, contact information settings, saved profiles, and general account information. You can also reset your password and check order status.

    • Are my children’s measurements stored? Can I use them for an order at a later time?
      Yes! Your child’s measurements are securely stored in your account. Just log into your account in the Fitz Frames app to see your child(ren)’s measurement information and use them to re-order at any time. If it’s been a while, you can also update your child’s profile with new measurements.

    • How can I see my children’s prescription information?

      If you’ve added prescription information as part of an order, it’s automatically associated with the particular child profile. Should you need to access it, please contact us either by email or by phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489. Stay tuned - you will soon be able to sign up for reminders when it’s time for your kids’ next vision checkup!

  • ORDERS

    • What do I need to do to place an order?

      We try to keep things as simple as possible at Fitz. All you need to do to place an order is download the Fitz Frames app from the iOS app store. Within the app, you’ll be able to measure your child’s face, choose the style and color of your frames, and even see what your child will look like in our glasses through augmented reality. It is helpful to have a copy of your child’s prescription handy as you place your order, but that can be sent in after you complete your purchase (see Prescriptions).

    • Can I purchase just the frame? Then take that to get the prescription filled locally?
      Fitz is not currently permitted to ship frames without lenses.

    • Can I order a pair of replacement temples?

      Should you need replacement temples, we will do our best to accommodate you. Simply email us at support@fitzframes.com or call us at 1 (833) SEE-FITZ, 1 (833) 733-3489. Please include or be ready with the order number you used when you placed the original order.

    • How do I check the status of my order?

      To check on the status of an order, go to the My Account Tab and select My Orders in the Fitz Frames App. You’re always welcome to reach out via email or phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • How do I order multiple pairs of glasses with different prescriptions?

      It’s easy! The Fitz app allows for the creation of multiple profiles under one account. Simply use the app to measure each person and enter the name to generate a profile. After adding a pair of glasses to your cart, select “Use Existing Measurements” and select the appropriate profile.

      You can also start shopping right away and measure each person after adding a new pair of frames to your cart. We’ve made it flexible so you can shop the way you like.

    • What if I am interested in placing a bulk order?

      We would like to give all our customers an opportunity to buy our eyeglasses. Therefore, we do not allow purchases with the intent to resell, or the purchase of commercial quantities of our eyeglasses without our prior authorization. To make purchases of glasses in an amount larger than 10, please contact support@fitzframes.com.

    • What if I need to change or cancel an order?

      Each pair of Fitz Frames is uniquely made for each individual, so glasses that we’ve already printed for one customer can not be reused or resold to another. We’ll do our best to accommodate cancelations or changes to your order, but we can not guarantee cancelation once the glasses have already been printed (usually 24 hrs after the order has been placed). The best way to change or cancel an order is to call us at 1 (833) SEE-FITZ, 1 (833) 733-3489.

  • CUSTOM FIT

    • What age range do your children’s glasses fit?

      Our glasses are custom printed based on any individual’s measurements. They fit both kids and adults of any size. However, our current styles and colors were designed specifically for children ages 3 and up. If your child is younger than 3, we may still be able to provide glasses as a special order. Please contact us via email or phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • What if my child’s frame needs adjustment?

      Fitz’s unique facial scanning technology should ensure that your child’s glasses fit correctly right out of the box. If there is an instance where you feel a slight adjustment is necessary, they can be adjusted similar to traditional frames at an eyeglass retailer. As our glasses are made to fit each individual, they may feel different than traditional glasses, which only come in a few sizes. If your child’s glasses don’t fit well, we want to know about it! Please email us at hello@fitzframes.com.

    • My child can’t wear conventional glasses, can you make specialty glasses?

      Our app and fitting system is designed to make glasses for nearly every kid. Some kids with craniofacial anomalies can’t wear conventional glasses, and we’d love to help! We’re partnering with some great folks who are adapting our system to make great glasses for just about any kid. Give us a ring at 1 (833) SEE-FITZ, 1 (833) 733-3489.

  • PRESCRIPTIONS

    • My child has a high prescription. Can you fill the order?

      We can currently fulfill single vision prescriptions of +-6.0 sphere (SPH) and up to 2.5 cylinder (CYL). If your child’s prescription falls outside this range we may still be able to fill it as a special order. If this is the case or you have any questions about what we can offer, please contact us via email or phone at support@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • How do I submit my prescription?

      Whenever you add a pair of frames to your cart in the Fitz App, you will be prompted to submit your prescription. You can choose one of several options:

      1) Upload an image of your eyeglass prescription to your order - simply snap a photo.

      2) Submit your doctor’s contact information (we’ll contact them for you to obtain your prescription)

      3) Elect to send your prescription to us later at Rx@fitzframes.com. If you’ve selected this option, we’ll email you after you’ve completed your order to remind you.

    • What if my prescription changes?

      We’ll do our best to accommodate any changes to your order. If you do have changes to your prescription, please email or call as soon as possible at orders@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • I would like to place an order for glasses, but I don’t have my prescription. Can I do this?
      Yes! Simply take your child’s measurements, make your eyeglass style and color selection on the app, choose the type of lens you would like (basic Rx, blue light, sun etc) and elect the option to send us your prescription later at rx@fitzframes.com. Please note that we will not begin processing your order until we have your prescription. If you’ve elected to email us later, we’ll email you after you’ve completed your order to remind you to submit your prescription.

    • How do I obtain a prescription?

      Make an appointment with your local optometrist or ophthalmologist, or find an available doctor through an online medical service. Be sure to ask your doctor to include your pupillary distance (PD) on your prescription.

  • PRODUCT INQUIRIES – FRAMES AND LENSES

    • How many styles and colors do you offer? What are those colors?

      Fitz currently offers six different frame styles in eight different colors. Those colors are grey, navy, red, burgundy, hot pink, brown, lavender, and white. You can find the full selection of frames both on the website and in the app. Note: as every pair of glasses is printed from scratch, slight color variations may exist from one order to the next.

    • Can I order frames without lenses?

      In order to ensure the highest quality product and fit, Fitz only ships complete sets of glasses (frames plus lenses).

    • What type of lens is included in the base cost?

      All of our frames include high quality Polycarbonate with anti-reflective (AR) coating. Polycarbonate is the industry-recommended material for children’s lenses because it is extremely impact-resistant as well as being lighter and thinner than other plastics. It also blocks 100% of UVA and UVB light. Lenses with additional features (photochromic, high index, and Rx sunglasses) are available at a modest additional charge.

    • What type of additional lenses do you offer?

      POLYCARBONATE LENSES

      • Thin, light, and highly impact-resistant plastic lenses

      • Anti-scratch, anti-reflective, and hydrophobic coatings included

      • Block 100% of UVA and UVB rays

      • Included with purchase of optical frame


      1.67 HIGH-INDEX LENSES

      • Thinner lenses designed for stronger prescriptions; recommended for +/- 3.0 and above prescriptions

      • Anti-scratch, anti-reflective, and hydrophobic coatings included

      • Block 100% of UVA and UVB rays

      • Available to add to your order at checkout


      BLUE-LIGHT-FILTERING LENSES

      • Available in polycarbonate or 1.67 high-index material—whatever suits your prescription

      • Designed to filter a higher percentage of blue light than our standard or high-index lenses

      • Block 100% of UVA and UVB rays

      • Anti-scratch, anti-reflective, and hydrophobic treatments included

      • Available to add to your order at checkout


      LIGHT-RESPONSIVE LENSES

      • Available in polycarbonate or 1.67 high-index material—whatever suits your • prescription

      • Darken from clear to grey when exposed to the sun’s UV rays

      • Block 100% of UVA and UVB rays (both indoors and outside)

      • Anti-scratch, anti-reflective, and hydrophobic treatments included

      • Available to add to your order at checkout


      NON-PRESCRIPTION SUN

      • Made of polycarbonate

      • Block 100% of UVA and UVB rays

      • Included with purchase of non-prescription sunglasses


      PRESCRIPTION SUN

      • Polycarbonate lenses

      • Block 100% of UVA and UVB rays

      • Included with purchase of prescription sunglasses


      1.67 HIGH-INDEX SUN LENSES

      • Thinner polycarbonate lenses designed for stronger prescriptions

      • Polarized to reduce glare

      • Block 100% of UVA and UVB rays

      • Available to add to your order at checkout

    • Do you offer Readers, Bi-focals or Transitions?

      We do not currently offer readers, bi-focals or transitions.

  • SHIPPING, RETURNS AND CANCELLATIONS

    • Where do you ship?

      We ship within the continental US. We also ship to Hawaii, Alaska and Puerto Rico with additional ship time.

    • Do you offer free shipping?

      Shipping is free upon initial order.

    • When should I expect to receive my glasses?

      We aim to deliver your glasses to you in 7-14 business days once we have received your prescription. Complicated prescriptions may require additional time but we will keep you informed of delivery dates via email and in the app.

    • Do you offer expedited shipping?

      Need your glasses in a hurry? Please contact customer support for rates and delivery times at service@fitzframes.com or call us a +1 (833) SEE-FITZ, 1 (833) 733-3489.

    • What is your order change and cancellation policy?

      Each pair of Fitz Frames is uniquely made for each individual, so glasses that we’ve already printed for one customer can not be reused or resold to another. We’ll do our best to accommodate cancelations or changes to your order, but we can not guarantee cancelation once the glasses have already been printed (usually 24 hrs after the order has been placed). The best way to change or cancel an order is to call us at 1 (833) SEE-FITZ, 1 (833) 733-3489.

    • What is your return and refund policy for a single purchase?

      We strive to deliver the perfect Fitz every time, however, we understand we may not always get it right. If you are not satisfied with your order, we’d love the chance to remake your glasses for you or we can also issue a refund. Both options are detailed below:

      NON-PRESCRIPTION REPRINTS

      30 day (from date product received):
      No hassle - we will remake the glasses to better suit you. Please send back your glasses to 15233 Ventura Blvd, Suite 540, Sherman Oaks, CA 91403 and we will get your remake started. Please contact customer support for a return authorization (RA) number at service@fitzframes.com or 1 (833) SEE-FITZ , 1 (833) 733-3489.

      31 days - 1 year (from date product received):
      Frames/lens: If frames or lenses break, Fitz will repair or replace the eyewear (same design, same prescription) at a discount, depending on the type of repair or replacement required. Glasses must be sent back and we can not accommodate prescription changes as part of this policy. If your prescription has changed, a new pair of glasses may be purchased. Please contact customer support for a return authorization (RA) number at service@fitzframes.com or 1 (833) SEE-FITZ , 1 (833) 733-3489.

      NON-PRESCRIPTION REFUND
      *All refund dates counted from the initial order date.

      30 day:
      Full refund. Please send back your glasses to 15233 Ventura Blvd, Suite 540, Sherman Oaks, CA 91403 and we will provide a refund. Please contact customer support for a return authorization (RA) number at service@fitzframes.com

      31 days or more:
      No refund

      Gift cards are non-refundable.

    • What is your return and refund policy for subscription purchases?
      We strive to deliver the perfect Fitz every time, however, we understand we may not always get it right. If you are not satisfied with your order, we’d love the chance to remake your glasses for you or we can also issue a refund. Both options are detailed below:

      PRESCRIPTION REPRINTS

      30 day (from date product received on 1st or 2nd pair of glasses)
      Please send back your glasses to 15233 Ventura Blvd, Suite 540, Sherman Oaks, CA 91403 and once received, we will start your remake. Fitz will cover shipping for subscription customers. Please contact customer support for a return authorization (RA) number at service@fitzframes.com or 1 (833) SEE-FITZ, 1 (833) 733-3489.

      31 days - 1 yr (from date product received up to the end of the current subscription period)
      Frames/lens: If frames or lens break, Fitz will repair or replace the eyewear (same design, same prescription) for the cost of the lenses plus shipping – frames are free for subscribers! Glasses must be sent back. We can not accommodate prescription changes as part of this refund policy. If a prescription has changed, a new pair of glasses may be purchased. Alternatively, customers may get an entirely new second pair of glasses for free using the subscription model! Please contact customer support for a return authorization (RA) number at service@fitzframes.com or 1 (833) SEE-FITZ , 1 (833) 733-3489.

      Note: Due to policies with our suppliers, any returns will require new lenses to be made. Additionally, Fitz is not permitted to ship frames without lenses.


      PRESCRIPTION REFUND

      *All refund dates are counted from the initial order date (regardless of when 1st or 2nd set of glasses ordered or shipped).

      30 day:
      Full refund. Please send back your glasses to 15233 Ventura Blvd, Suite 540, Sherman Oaks, CA 91403 and we will refund you. Fitz will cover shipping for subscription customers. Please contact customer support for a return authorization (RA) number at service@fitzframes.com

      31-180 days:
      1/2 refund of subscription. Please send back your glasses to the address above.

      181 days+
      No refund.

      Gift cards are non-refundable

    • How do I set up a return or exchange?

      Call us at 1 (833) SEE-FITZ, 1 (833) 733-3489 or email us at support@fitzframes.com to get a return authorization (RA) number. We can not accept returns without an RA.

    • How do I get a lens replacement?

      Should you need a lens replacement due to normal wear and tear, please contact us at support@fitzframes.com. If you ship back your glasses, we’ll be happy to replace the lens for a fee. Please ask us about pricing and turnaround time. If there is a manufacturing defect upon receipt of the glasses, that will be covered under our warranty. Please contact us at support@fitzframes.com to generate an RA number so we can begin processing your replacement.

  • PAYMENT AND GIFT CARDS

    • How do I obtain an itemized receipt?

      A receipt will be emailed to you via your shipping confirmation email. If you need another copy, email us at help@fitzframes.com

    • What types of payment does Fitz accept?

      Fitz accepts all major credit cards and Apple Pay. All purchases currently must be made through the Fitz Frames app. Payments can not currently be registered through the website.

    • Do you offer gift cards?

      Coming Soon! How wonderful to offer the gift of sight in a fun and stylish way. Stay tuned - we’ll be in touch when it’s available!

  • WARRANTY AND REPAIR

    • What is your warranty and repair policy on frames and lenses?

      Up to one year. We will repair any manufacturing defects on the lens and manufacturing defects or damage to the hinge from normal use within a year of delivery. Please contact customer support to initiate your return and repair. Glasses must be returned.

  • FLEXIBLE SPENDING AND INSURANCE

    • Does Fitz accept insurance?

      While we do not currently accept insurance, you can submit your receipt from Fitz Frames for prescription glasses and prescription sunglasses to your insurance company. If you require more detailed information about your prescription order, send your request via email to orders@fitzframes.com. As every vision plan is different, we suggest that you contact your vision insurance provider to find out how you can get reimbursed.

    • Does Fitz accept FSA or HSA?

      Yes! If you have a flexible spending account (FSA) or health savings account (HSA), you can also use it to purchase prescription glasses and prescription sunglasses so long as your FSA or HSA account is affiliated with a major credit card.

  • PRESS INQUIRIES AND RETAILERS

  • CONTACT US

    • How can I reach Fitz with inquires?

      You can reach us via:

      Phone: +1 (833) SEE-FITZ, +1 (833) 733-3489.

      Email: hello@fitzframes.com

      Snail Mail: 15233 Ventura Blvd, Suite 500, Sherman Oaks, CA 91403

    • How quickly can I expect a response from Fitz?

      We do our best to respond as quickly as possible. If we are helping another customer, we will get back to you within 24 hours. Our hours of operation are M-F 5am - 9pm PT and Saturday and Sunday 6am - 6pm PT. For order related questions, please allow additional resolution time during the weekends and holidays.

 
 
 

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