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Frequently Asked Questions
The following FAQ's applies to Henry Ford OptimEyes Orders, except for the portions of the Site which are referencing services and products found in our retail locations and may be subject to their own statements and policies.

 

What browsers does your site support?
Currently, our site supports the latest Microsoft Edge, Mozilla Firefox, Chrome, and Safari browsers. If you have trouble viewing or reaching our site, please email us at [email protected]. Please provide as much detail as possible and we will have our technical team review it.

Why didn't I receive my order confirmation email or shipment confirmation email?
Please check your SPAM folders and be sure to add [email protected] to your safe senders list found in your email software settings.

 

What is your Satisfaction Guarantee?
At Henry Ford OptimEyes we are proud to offer quality customized eyewear to each of our patients. Because each pair of eyeglasses are made to meet your individual needs, a 20% restocking fee will apply to the retail price of the lenses & all lens related items as well as a $20 restocking fee on the frame. All returns must be within 30 days of purchase.

 

How do I provide customer feedback?
Henry Ford OptimEyes strives to maintain the highest level of customer service by keeping careful track of all of our customer's comments and concerns. If you would like to offer a comment or concern about Henry Ford OptimEyes, please contact us at [email protected].

 

What information do I need to order my Eyeglasses?
An eyeglass prescription is made up of specific data which we require to fill your order. This information is available from your optometrist or ophthalmologist. Eye care professionals are required to provide you with a copy of your eyeglass prescription. A copy of your eyeglass prescription can be uploaded during the ordering process. You may also ask your eyecare professional to send a copy of your prescription to us.
 

What if I don’t have my PD?
Your PD is the distance, in millimeters, between the centers of your pupils. This is important so we can position the lenses correctly in your frames. PD’s for an adult typically fall between 54mm and 66mm.

 

Return Process:
How can I return or exchange a product?
At Henry Ford OptimEyes we are proud to offer quality customized eyewear to each of our patients. Because each pair of eyeglasses are made to meet your individual needs, a 20% restocking fee will apply to the retail price of the lenses & all lens related items as well as a $20 restocking fee on the frame. All returns must be within 30 days of your order delivery date, when returned in the same condition it was received by you.

Address the return package as follows:
Henry Ford OptimEyes Super Vision Center
35184 Central City Parkway
Westland, MI 48185
Attn: HFO Webstore

Email [email protected] and we will send you a return shipping label.

We cannot assume responsibility for misdirected, damaged, or lost shipments.
Please be sure that your Packing Slip is included inside the package you are returning. Note that we will process the return in our system within 14-day of receipt, but it can take up to 6 weeks to fully complete the processing of your return (i.e., you send us the package, we credit you for your return, your credit card company reflects your credit, etc.) as payment systems vary by cardholder. Shipping and Handling charges are not refundable.

 

How do I cancel an order?
Henry Ford OptimEyes seeks to maintain high standards of customer satisfaction. Once your order is in production, we regret that we can no longer cancel your order. If there is a problem with an order that has already been shipped, you will have to refer to our Returns and Exchanges Policy in order to complete your transaction. In order to cancel an order, simply contact us by email at  [email protected], and our Customer Service Representatives will assist you in making whatever changes you need.

 

How do you ship your products?
We use USPS or UPS as our standard shipping method. Some UPS services are not available for all regions. Please note that, due to shipper limitations, we do not ship UPS to PO Boxes, APO/FPO/DPO addresses and similar. For more on UPS shipping limitations, please visit www.ups.com for more details. For USPS services, visit www.usps.com.

 

Shipping Restrictions
Most items at Henry Ford OptimEyes can be shipped to all 50 states. However, there are a few restrictions:
    •    UPS will not ship to P.O. Boxes
    •    Henry Ford OptimEyes does not ship to APO and FPO addresses
    •    We do not ship internationally, nor do we ship to U.S. Protectorates, Puerto Rico, Guam, or the Virgin Islands.

 

How long after I order my eyeglasses can I expect to receive my order?
The production time for your eyeglasses includes several factors: the order options selected, if your prescription is complete, and when you place your order.
Because all of our eyeglasses come with custom manufactured lenses, most orders will be produced within 14 business days after your prescription has been verified. Orders received between 3:00 PM (EST) on Friday and 11:59 PM (EST) on Sunday will be processed the next business day.
Your glasses should arrive between 2-3 weeks (including 1-4 days for shipping). Please contact us by emailing [email protected] with any questions concerning the production and shipping time of your order.
Remember, if you choose to have Henry Ford OptimEyes validate your prescription, or the information is not complete, an extra day may be added to the production time of your eyeglasses. You will receive a shipment confirmation email when your order has been shipped from our lab.

 

What if my package is damaged when I receive it?
At Henry Ford OptimEyes we guarantee that you will receive exactly what you specified in your order and confirmed by your eye doctor's prescription. We guarantee that all eyeglass orders will be delivered free of any manufacturer defects or we will replace them at no additional cost. If the package and eyeglasses are damaged simply return the original package to be reprocessed.
Address the return package as follows:
Henry Ford OptimEyes Super Vision Center
35184 Central City Parkway
Westland, MI 48185
Attn: HFO Webstore

If your package is not exactly as ordered when you receive it, contact our Customer Service by emailing [email protected]. Our customer service professionals will assist you and do whatever it takes to make things right.

 

How do I track my order?
You may check the status of your Henry Ford OptimEyes order by utilizing the tracking information you will receive when your order ships. If you cannot locate your order contact our Customer Service by emailing [email protected].

 

Do you ship internationally?
No - We do not ship internationally.

 

Do you ship to APO or FPO addresses?
No - We do not ship to APO/FPO/DPO addresses.

 

Does Henry Ford OptimEyes charge tax?
Yes, tax is charged where applicable.

 

What are my payment options?
We accept the following credit cards for payment:
    •    Visa
    •    Master Card
    •    Discover Card
    •    American Express
    •    Care Credit — Credit Card

 

 

How do I care for/clean my eyeglasses?
Proper care of your eyeglasses will increase your comfort and extend the life of your eyewear.
When not wearing your eyewear, keep them in their case. To avoid scratching, do not lay them face down.
Use both hands when removing your eyewear to maintain proper alignment.
Clean lenses (including Anti-reflective lenses) with eyeglass cleaner specifically made for eyeglasses and cloth.
    •    Dry lenses with a soft, lint-free cloth. Never use paper towels or other abrasive paper products.
    •    Avoid getting chemicals such as hair spray, cologne and household chemicals on the surface of your lenses.
    •    Do not leave your eyewear in the sun or in hot vehicles. Excessive heat can damage your frame, lenses and coatings.


Is it safe to use my credit card on line?
Yes - Our e-commerce system uses TLS 1.2 (Transport Layer Security) - the industry standard for encryption technology. It is used to create a secure transaction environment for commerce on the Internet. If your browser and local network support the use of encrypted data transmissions, our Secure Checkout mode locks all information (i.e.: your credit card number) passed from you to Henry Ford OptimEyes in an encrypted envelope, making it extremely difficult to be intercepted by an unauthorized party. TLS 1.2 technology is compatible with all supported browsers.

 

When will my credit card be charged?
Your credit card will be processed at the time you place your order.

 

Do I need a copy of my prescription to order eyeglasses?
Henry Ford OptimEyes requires a valid prescription for all eyeglass orders. if you do not have a copy of your prescription simply provide your eye doctors information during the ordering process and we would be happy to contact them for you to verify your prescription.  If you do have a copy, you may email or upload a copy of the prescription during the ordering process for verification.

 

How do I know if my prescription is valid?
Henry Ford OptimEyes is an advocate of proper eye health and encourages all its patients to receive yearly eye examinations. If your prescription is expired, a customer service representative will remind you to visit your eyecare professional.

 

How does prescription verification work?
During the registration process you will provide us with the name and phone number of the issuing authority and allow us to contact them and verify the validity and accuracy of your prescription information.

 

Why can’t I order bifocals or progressive power lenses?
The position and fitting of multifocal lenses is critical to your satisfaction. We highly recommend that glasses with multifocal lenses be ordered at a Henry Ford OptimEyes location near you.

 

I have my contact prescription. Can I order glasses from it?
Unfortunately, no. Your eyeglass prescription is generally different from your contacts prescription.

 

How do I check on my order's status?
Once you submit your order you will receive a confirmation email. This is to let you know that we received your order. Prescription verification will take place to ensure we are sending you your glasses with the correct prescription. You will receive an email confirming that your prescription has been verified and that your order is in process. Once your order is complete you will receive a third and final email notifying you that your order has been shipped. In that email we will provide you with a tracking number for your use. If you have any further questions, please contact our Customer Service by emailing [email protected].

 

Can I ship my eyeglasses to a location other than my billing address?
Yes. On the Confirm Purchase page, edit the shipping address.
If you have any further questions, please contact our Customer Service by emailing [email protected].

 

How do I create an account?
Your account allows you flexible access to our system, streamlining the ordering process, and providing you the ability to reorder your prescription quickly and easily.

To create your account:
    1.    Click the “Create an account” link in the upper right-hand corner of our home page.
    2.    Update all fields in the Create an Account column and click the “Register” button to immediately create your account in our system.

 

How do I update my account profile?
From the home page, click “'Log-in”, in the upper right-hand corner, or “Account” from the left navigation options, and you will be able to update any of your account details. You must be logged in to edit any account information.
If you have any further questions, please contact Customer Service by emailing [email protected].

 

Can multiple customers be under one account?
Yes. Once you are logged in, proceed to choose the appropriate frame and lenses for the patient you are ordering for. When the prescription page populates, please enter the patient name you are ordering for in the Patient Name field (First) and (Last). Click “add to cart”. To add another patient's order to this transaction, click on “Home” and follow the process again.
If you have any further questions, please contact Customer Service by emailing [email protected].
How do I create an order?
    •    Browse the products to find the frames you are looking for.
    •    Click the 'ADD TO CART' button next to the product you want.
    •    Next select your lens material, followed by your preferred lens options.
    •    Review your lens selection, “ADD TO CART”
    •    Because prescription glasses are “medical devices” we’ll need even more information.
    •    Fill in your prescription, your PD and Rx date. Next comes your actual prescription. Fill all the fields as indicated on the prescription from your doctor. Your Rx date is mandatory.
    •    Review your cart and checkout.
    •    Choose your shipping method, then complete the “ship to” information and “PAY NOW” to get to our secure server.
    •    Complete the “billing” information, then click “Next”.
    •    Enter your credit card information, then click “Next”.
    •    Finally review your order and “Finish”.
    •    Congratulations! You have completed an order!

 

I forgot my password. How can I log into my account?
    1.    From the customer sign in page enter your email address and click “Forgot your password”
    2.    A new password will be emailed to you
    3.    Go to “my account” to reset your password

If you have any further questions, please contact Customer Service by emailing [email protected].