FAQ

Most frequent questions and answers

Shipping & Returns

Shipping on Try Before You Buy orders is FREE! We charge a $10 flat rate for all other purchases.

Buy Now purchases typically ship within 7-10 business days if we have your prescription and P.D. We cannot start prescription orders without these two things. 

Try Before You Buy orders ship within 24 hours and should arrive in 2-4 business days. Please note that if you are dotting your pupils for your P.D. measurement in your Try Before You Buy box, we cannot start your final order until we receive the box back with your measurements. Once we have your returned box and a new order is placed, we typically ship within 7-10 business days.

We will update you with tracking information once we ship, so keep an eye on that inbox! Estimated arrival dates depend on your location.

The Continental United States.

You have 30 calendar days to return an item from the date of your purchase receipt. To be eligible for a return, your item must be unused and in the same condition that you received it. Please return in the original packaging.

Please also include your purchase receipt. To set up a return or exchange, please call us at (414) 485-6161 or shoot an email to help@ruvue.com.

More information here: Return Policy

Please contact us at help@ruvue.com or give us a call at (414) 485-6161 where someone will always be available from Monday – Friday, 10am – 5pm CST. We’ll get you taken care of!

Prescriptions can sometimes take a few days for your eyes to fully adjust to. If you have any problems after a few days to a week, please call your doctor to verify that the prescription you provided is accurate. We double check all prescriptions for quality assurance, so please contact us at (414) 485-6161 if you are still having problems. We can resolve any problems you may be experiencing.

All our prescription lenses are scratch resistant, but unfortunately nothing is scratch proof. We offer a 6 month warranty to remake your lenses FREE OF CHARGE! To start this process, please contact us at help@ruvue.com or give us a call at (414) 485-6161 where someone will always be available from Monday – Friday, 10am – 5pm CST.

*all non-prescription lenses are not included in the 6 month warranty.

Prescriptions

Easy! Be sure you have selected the “Buy Now” button if you wish to purchase prescription glasses. Once you’ve made all your lens selections, simply upload your prescription file where it says “choose file” and add to cart. 

If you don’t have immediate access to this information, you can fill out our P.D. and Prescription Form at any time. Please be aware that we cannot start processing your order until we receive this information from you.

If you need more time to get your prescription from your optometrist, you can call us at (414) 485-6161 and we’ll handle the rest for you!

*There is a difference between contact prescriptions and eyeglass prescriptions. Please be sure to send your eyeglass prescription information.

PD stands for “pupillary distance”. It is the distance between your two pupils, measured in millimeters. This allows us to give you the best vision possible.

If your eye doctor has not provided your PD information, give them a call. They should be able to provide this information for you.

If you ordered Try Before You Buy, you can measure your PD yourself using our simple step by step measuring instructions provided in your box.

Lost your instructions? No worries, we got you! —> How to Measure

Call your eye doctor or local optical store and request your prescription information. They’re used to this! Please be specific when requesting your glasses prescription, as prescriptions for contacts are not the same!

*Please be sure your prescription is current.

Typically, glasses prescriptions are good for 2 years, but not always. We cannot fill prescriptions that are expired. If your doctor wrote an expiration date on your prescription, we will abide by the doctor’s orders. If there is no expiration date, we will follow optical rules in the state the prescription was written and determine from there. If we have any issues, we will reach out to you.
We can fill almost all prescriptions, but there are a few that we cannot. If this situation arises, we will be sure to contact you to resolve this issue.

Lenses

We have multiple lens material options to choose from at checkout. Here’s a breakdown of what we offer!

*All lenses come with anti-glare coating – free of charge, regardless of what lens type you choose. All lenses are scratch resistant.

Premium Polycarbonate Lenses are lighter and thinner than plastic and are impact resistant. They provide 100% UV protection, the perfect choice for an active individual. They’re also ideal for strong prescriptions as they do not add thickness when correcting vision, minimizing any distortion.

1.67 High-index lenses are even thinner than polycarbonate lenses. It’s a lightweight lens for people with strong prescriptions. Lenses with a high level of nearsighted or farsightedness tend to be very thick and bulky. The high-index lens reduces the thickness dramatically, providing a more lightweight and cosmetically appealing lens.

Polarized lenses provide 100% UV protection and eliminates glare. Heavy exposure to the sun’s UV rays has been proven to cause eye damage. Having polarized lenses will save your eyes tremendously in the future! (Fun fact – ALL our sunglasses have polarized lenses!)

Anti-Glare Coating “AR coating” or “anti-reflective coating” is great for many things. Most notably, it improves vision and reduces the amount of strain on your eyes. AR coating essentially eliminates reflections from both the front and the back of your lenses, so you can always see clearly. AR lenses are great for people who spend a lot of time looking at screens.  Plus – AR coated lenses cosmetically look much better. (Fun fact – eliminates reflection on pictures with friends and family.)

Transition lenses (light sensitive) block UV rays to protect your eyes from the bright sun.  Lenses adjust accordingly to the amount of direct sunlight. The sunnier it is, the darker your lenses transition! They automatically respond to the conditions around you, transitioning from clear to dark when you’re exposed to sunlight outdoors, and back to clear when you return inside.

Blue-light filtering lenses are specifically crafted to block out the blue light emitted from digital screens and glare, both of which can potentially damage your retina from prolonged exposure.

At this time we do not, but we are working on offering prescription sunnies very soon! Remember you can always wear them with your contacts, or gift them! Please contact us for more information or subscribe to your VIP newsletter for the most current updates.
Standard CR39 plastic premium polarized lenses.

All of our lenses are scratch resistant, but if you have an issue within the first 6 months of your purchase, we will gladly replace them for you! If you live near one of our locations, bring them in. If not, give us a call at (414) 485-6161. We’ll replace them for you free of charge!

We currently do not offer these options. We are working very hard to offer as much as we can. Please check back with us in the near future – these options will be available soon!

When you buy a pair of frames from us, we will include a microfiber cleaning cloth. Use these for all your lens cleaning needs, as other surfaces can cause scratching overtime.

Need extra cleaning supplies? Check out our Cleaning Kits!

We’re focused on getting you in a pair of eyeglasses. Contacts are not currently offered with us.

Yes, Blue Light protection is available for all prescription and non-prescription lenses.

Orders

To start your order, we need the following 2 things:

1. If you wear prescription eyewear, we will need your prescription of course! Be sure to provide your prescription for eyeglasses – contact prescriptions are a bit different.

2. We will also require your PD (pupillary distance). PD is the distance between your pupils in millimeters. This measurement allows us to correctly center your prescription in your frames. Most eye doctors will provide this for you.

No problem, BUT you must call us within 24 hours of placing your order. We’re available Monday – Friday, 10am – 5pm CST. We’ll get your order sorted out in no time! (414) 485-6161

No problem! You upload your prescription when you make all your frame and lens selections prior to adding to the cart. This eliminates any confusion on our end with multiple prescriptions since the uploaded file is tied to all your frame selections.

Yes! There is a 6 month DEFECTIVE exchange warranty on all frames from the date of purchase receipt. All our frames go through a thorough inspection process before they are sent out. If you have an issue, please contact us at (414) 485-6161 or send us an email at help@ruvue.com.

Payment

All purchase order receipts will be itemized and sent with every purchase. If you have a specific need, please contact us at (414) 485-6161 or send us an email at help@ruvue.com.

Flex Spending and Health Savings Accounts

FSA stands for Flexible Savings Account. Similar to a Health Savings Account (or HSA) these accounts allow you to save tax free money to be used on your health care needs. This includes eyewear, people!
The main difference between an FSA and HSA is that money in an FSA account expires, where as HSA money does not. If you do not use your allotted amount of FSA money, you will lose it. HSA money on the other hand will roll over into the next year. If you have an FSA account and are unsure when your account renews, check with your insurance company or your employer.
Yes! We accept both FSA and HSA dollars here when you purchase prescription eyewear.

Simple! You can use your FSA or HSA card at checkout like you would a credit card. 

In an effort to keep our prices low for our customers, we do not accept vision insurance. We DO however accept FSA and HSA accounts. If you are unsure if you have one of these accounts, reach out to your employer or insurance carrier for clarification.

Try Before You Buy

We thought you’d never ask! We know the way a pair of glasses looks and feels on your face is crucial to finding a pair you love. We can give you that experience without the hassle of going to an optical store.

Pick out up to 5 frames and test them out for 5 days — at no charge! Once you’ve decided on a pair (or pairs!) that you just gotta have, follow our step by step instructions to Measure Your PD (pupillary distance) for the frames you want to buy. This is SUPER EASY!

Once you’re done dotting your pupils, simply place all frames back into the box at the end of your 5 day trial, and use our free return label provided in your box to send them back our way.

Order the pairs you chose online, and bam! We’ll make it happen.

Learn more here.

Don’t worry – the “Try Before You Buy” program is FREE! However, we do charge $1 at checkout for credit card validation purposes and shipping.

Trust me – we will remind you! BUT – if you do not return your “Try Before You Buy” frames, or we receive them damaged, we will need to charge the card on file.

You will have 14 days to make your return, or we will automatically charge your credit card $75 per frame that is not returned. If for whatever reason you cannot make the 14 day return cutoff, please call us to avoid the automatic charge. We’re human too, we can accommodate!

We’re stoked you want to try on more. We really are! Unfortunately, we only allow customers to try on 5 frames at a time.

Fit

All our glasses come pre-adjusted that fits most people just fine. If you need a more custom fit, visit your local optical store for a quick and easy fitting.

Retail

Yes! We have a pop up in Wauwatosa, WI with more locations to come in the near future.

2751 N Mayfair Road, Wauwatosa WI, 53222

Directions to RuVue Pop Up

Everything our online store offers – and more! We have a wonderful sales staff to help you every step of the way and free custom fittings. Our sales team is the best around when it comes to fitting our customers in the best style and colors for your unique look.

See you soon!

Shipping & Returns

HOW MUCH DOES SHIPPING COST? Who charges for shipping anymore? We certainly don’t!  All shipping with us is absolutely FREE! I JUST ORDERED SOME FRAMES, WHEN CAN I EXPECT TO RECEIVE MY ORDER? Check your emails! We’ll send you an email once your order has shipped, and you can track your package from there. We ship within 5-7 business days, so keep an eye on that inbox! Estimated arrival dates depend on your location. WHERE DO YOU SHIP TO? The Continental United States. WHAT IS YOUR RETURN POLICY? You have 30 calendar days to return an item from the date of your purchase receipt. To be eligible for a return, your item must be unused and in the same condition that you received it. Please return in the original packaging. Please also include your purchase receipt. To set up a return or exchange, please call us at (414) 485-6161 or shoot an email to help@ruvue.com. More information here: Return Policy HOW DO I START A RETURN? Please contact us at help@ruvue.com or give us a call at (414) 485-6161 where someone will always be available from Monday – Friday, 10am – 5pm CST. We’ll get you taken care of! I HAVE AN ISSUE WITH MY PRESCRIPTION. WHAT CAN I DO? Prescriptions can sometimes take a few days for your eyes to fully adjust to. If you have any problems after a few days to a week, please call us at (414) 485-6161 so we can resolve any problems you may be experiencing.  WILL YOU REPLACE MY LENSES IF THEY GET SCRATCHED? All our prescription lenses are scratch resistant, but unfortunately nothing is scratch proof. We offer a 6 month warranty to remake your lenses FREE OF CHARGE! To start this process, please contact us at help@ruvue.com or give us a call at (414) 485-6161 where someone will always be available from Monday – Friday, 10am – 5pm CST. *all non-prescription lenses are not included in the 6 month warranty. 

Prescriptions 

HOW DO I SUBMIT MY PRESCRIPTION ONLINE? Once you’ve picked out the frame (or frames!) you would like to buy, you will be prompted to input your prescription information at checkout. Here are your options: 1. Upload an image of a prescription from your doctor 2. Submit your doctor’s contact information and we will contact them for you If you need more time to get your prescription from your optometrist, you can call us at (414) 485-6161 and we’ll handle the rest for you! *There is a difference between contact prescriptions and eyeglass prescriptions. Please be sure to send your eyeglass prescription information. WHAT IS PD? PD stands for “pupillary distance”. It is the distance between your two pupils, measured in millimeters. This allows us to give you the best vision possible. HOW DO I FIND MY PD? If your eye doctor has not provided your PD information, give them a call. They should be able to provide this information for you. If you ordered Try Before You Buy, you can measure your PD yourself using our simple step by step measuring instructions provided in your box. Lost your instructions? No worries, we got you! —> How to Measure HOW DO I GET MY PRESCRIPTION? Call your optometrist and request your prescription information. They’re used to this! Please be specific when requesting your glasses prescription, as prescriptions for contacts are not the same!  *Please be sure your prescription is current.  CAN I USE AN OLD PRESCRIPTION? Typically, glasses prescriptions are good for 2 years,  but not always. We cannot fill prescriptions that are expired. If your doctor wrote an expiration date on your prescription, we will abide by the doctor’s orders. If there is no expiration date, we will follow optical rules in the state the prescription was written and determine from there. If we have any issues, we will reach out to you. ARE THERE ANY PRESCRIPTIONS YOU CANNOT DO? We can fill almost all prescriptions, but there are a few that we cannot. If this situation arises, we will be sure to contact you to resolve this issue.

Lenses

WHAT KIND OF LENSES CAN I CHOOSE FROM? We have multiple lens material options to choose from at checkout. Here’s a breakdown of what we offer!  *All lenses come with anti-glare coating – free of charge, regardless of what lens type you choose. All lenses are scratch resistant. Premium Polycarbonate Lenses are lighter and thinner than plastic and shatter-proof. They provide 100% UV protection, the perfect choice for an active individual. They’re also ideal for strong prescriptions as they do not add thickness when correcting vision, minimizing any distortion. 1.67 High-index lenses are even thinner than polycarbonate lenses. It’s a lightweight lens for people with strong prescriptions. Lenses with a high level of nearsighted or farsightedness tend to be very thick and bulky. The high-index lens reduces the thick bulkiness dramatically, providing a more lightweight and cosmetically appealing lens.  Polarized lenses provide 100% UV protection and eliminates glare. Heavy exposure to the sun’s UV rays has been proven to cause eye damage. Having polarized lenses will save your eyes tremendously in the future! (Fun fact – ALL our sunglasses have polarized lenses!) Anti-Glare Coating  “AR coating” or “anti-reflective coating” is great for many things. Most notably, it improves vision and reduces the amount of strain on your eyes. AR coating essentially eliminates reflections from both the front and the back of your lenses, so you can always see clearly. AR lenses are great for people who spend a lot of time looking at screens. Transition lenses are designed to protect your eyes from harsh sunlight outdoors, and bright artificial light indoors. They automatically respond to the conditions around you, transitioning from clear to dark when you’re exposed to heavy sunlight outdoors, and back to clear when you return inside. Transition lenses block UV rays to protect your eyes from the bright sun, and help protect against digital blue light as well (shield your eyes from your screens!) Lenses adjust accordingly to the amount of direct sunlight. The sunnier it is, the darker your lenses transition! DO YOU OFFER PRESCRIPTION SUNGLASSES? At this time we do not, but we are working on offering prescription sunnies very soon! Remember you can always wear them with your contacts, or gift them! Please contact us for more information or subscribe to your VIP newsletter for the most current updates. WHAT LENS MATERIAL ARE SUNGLASSES? Standard CR39 plastic premium polarized lenses. WHAT IF I SCRATCH MY LENSES? All of our lenses are scratch resistant, but if you have an issue within the first 6 months of your purchase, we will gladly replace them for you! If you live near one of our locations, bring them in. If not, give us a call at (414) 485-6161. We’ll replace them for you free of charge! WHAT IF I NEED BIFOCALS OR PROGRESSIVE LENSES? We currently do not offer these options. We are working very hard to offer as much as we can. Please contact us for more information or subscribe to our VIP newsletter for the most current updates. HOW SHOULD I CLEAN MY LENSES? When you buy a pair of frames from us, we will include a microfiber cleaning cloth. Use these for all your lens cleaning needs, as other surfaces can cause scratching overtime.  DO YOU SELL CONTACTS? We’re focused on getting you in a pair of eyeglasses. Contacts are not currently offered with us. DO YOU OFFER BLUE LIGHT PROTECTION? Blue Light protection is built in to our transition lenses only. Currently we do not offer Blue Light filtered lenses specifically.

Orders

WHAT INFORMATION DO I NEED WHEN I ORDER? If you wear prescription eyewear, we will need your prescription of course! Be sure to provide your prescription for eyeglasses – contact prescriptions are a bit different. We will also require your PD (pupillary distance). PD is the distance between your pupils in millimeters. This measurement allows us to correctly center your prescription in your frames. If you are utilizing our “Try Before You Buy” program, you can measure PD yourself! Here’s how —> How to Measure PD WHAT IF I WANT TO CHANGE SOMETHING IN MY ORDER? No problem! Give us a call at (414) 485-6161, where you’ll always reach a person, never a robot. We’re available Monday – Friday 10am – 5pm CST. We’ll get your order sorted out in no time! WHAT IS THE STATUS OF MY ORDER? Username and password, account? Check tracking? HOW DO I ORDER MULTIPLE PAIRS WITH DIFFERENT PRESCRIPTIONS? Give us a call at (414) 485-6161. One of our helpful staff will ensure you’re getting just what you need! We’re available Monday – Friday 10am – 5pm CST. IS THERE A WARRANTY ON FRAMES? Yes! There is a 6 month defective exchange warranty on all frames from the date of purchase receipt. All our frames go through a thorough inspection process before they are sent out. If you have an issue, please contact us at (414) 485-6161 or send us an email at help@ruvue.com

Payment

I NEED AN ITEMIZED RECEIPT – HOW DO I OBTAIN ONE? All purchase order receipts should be efficient. If you have a specific need, please contact us at (414) 485-6161 or send us an email at help@ruvue.com.

Flex Spending and Health Savings Accounts 

WHAT IS AN FSA? FSA stands for Flexible Savings Account. Similar to a Health Savings Account (or HSA) these accounts allow you to save tax free money to be used on your health care needs. This includes eyewear, people! WHAT IS THE DIFFERENCE BETWEEN A FLEXIBLE SPENDING ACCOUNT AND HEALTH SAVINGS ACCOUNT? The main difference between an FSA and HSA is that money in an FSA account expires, where as HSA money does not. If you do not use your allotted amount of FSA money, you will lose it. HSA money on the other hand will roll over into the next year. If you have an FSA account and are unsure when your account renews, check with your insurance company or your employer. CAN I USE MY FSA OR HSA DOLLARS ON GLASSES? Yes! We accept both FSA and HSA dollars here when you purchase prescription eyewear.  I DON’T HAVE AN FSA OR HSA – HOW DO I GET ONE? Talk to your employer or your insurance carrier. Almost 90% of employers now offer FSA’s. HOW DO I USE MY FSA OR HSA TO MAKE A PURCHASE? Simple! You can use your FSA or HSA card at checkout like you would a credit card. If you’d prefer, you can also give us a ring at (414) 485-6161 where our team is available from Monday – Friday 10am – 5pm CST. You can also shoot us an email at help@ruvue.com or use our chat feature on our website for more help! CAN I USE MY VISION INSURANCE? In an effort to keep our prices low for our customers, we do not accept vision insurance. We DO however accept FSA and HSA accounts. If you are unsure if you have one of these accounts, reach out to your employer or insurance carrier for clarification.

Try Before You Buy

WHAT IS THE TRY BEFORE YOU BUY PROGRAM? We thought you’d never ask! We know the way a pair of glasses looks and feels on your face is crucial to finding a pair you love. We can give you that experience without the hassle of going to an optical store. Pick out up to 5 frames and test them out for 5 days — at no charge! Once you’ve decided on a pair (or pairs!) that you just gotta have, follow our step by step instructions to Measure Your PD (pupillary distance) for the frames you want to buy. This is SUPER EASY! Once you’re done dotting your pupils, simply place all frames back into the box at the end of your 5 day trial, and use our free return label provided in your box to send them back our way.  Order the pairs you chose online, and bam! We’ll make it happen. CAN YOU HELP ME PICK OUT A FRAME? We’d love to! Go online to ruvue.com and start a chat with us! We’ll ask for a few selfies, get a feel for your style, dig deep into our brains, and voilà! We’ve got top notch suggestions tailored to your needs.  (Pssst, we love it when you help us style you!) WHY DO YOU NEED MY CREDIT CARD FOR A TRY BEFORE YOU BUY ORDER? Don’t worry – the “Try Before You Buy” program is FREE! The reason we ask for a valid credit or debit card before completing your order is purely for security purposes. We will not charge your card for any reason other than if your “Try Before You Buy” frames are not returned within 14 days of your order, or you decide to keep a pair or two from your “Try Before You Buy” box. WHAT IF I FORGET TO RETURN MY FRAMES? Trust me – we will remind you! BUT – if you do not return your “Try Before You Buy” frames, or we receive them damaged, we will need to charge the card on file.  You will have 14 days to make your return, or we will automatically charge your credit card $75 per frame that is not returned. If for whatever reason you cannot make the 14 day return cutoff, please call us to avoid the automatic charge. We’re human too, we can accommodate! I WANT TO TRY ON MORE THAN 5 FRAMES. CAN I ORDER ANOTHER 5 TRY BEFORE YOU BUY FRAMES RIGHT AWAY? We’re stoked you want to try on more. We really are! Unfortunately, we only allow customers to try on 5 frames at a time.

Fit

CAN YOU HELP ME FIND A FRAME THAT FITS ME? We’d love to! Chat with us online using our instant messaging function on the bottom right corner of your screen. Send us a few selfies, and we’ll ask you a few questions regarding size and your preferred style.  If you are a current wearer of glasses – check the inside temple for your measurements to compare! (Pssst, you can try them on first with our “Try Before You Buy” program!) HOW DO I FIND MY FRAME MEASUREMENTS You can find your measurements on the inside temple (arm) of your glasses. Please see our chart below for more information!
HOW DO I GET MY FRAMES ADJUSTED? Custom fittings are free of charge! If you’re local, come on in to our pop up location within Tower Optical! 2751 N Mayfair Road STE B, Wauwatosa WI, 53222 Directions to Tower Optical Not local? Bummer, but it’s all good! You can take your RuVue’s to your current optometrist or local optical store where they can take care of your fitting.

Retail

DOES RUVUE HAVE RETAIL STORES? Yes! We’ve got a pop up within our Brick and Mortar store, Tower Optical. Get directions below! 2751 N Mayfair Road STE B, Wauwatosa WI, 53222 Directions to Tower Optical WHAT DO YOUR RETAIL STORES OFFER? Everything our online store offers – and more! We have every style available (over 100 styles), a wonderful sales staff to help you every step of the way and free custom fittings. Our sales team is the best around when it comes to fitting our customers in the best style and colors for your unique look. See you soon!