FAQ

Prescriptions (Rx)

Yes, as long as it is a valid prescription, you can use it to purchase sunwear, just choose the ‘sunglasses’ option when selecting a lens. 

Yes, if you have a progressive prescription, you can select multifocal lenses on the lens selection page, and we will fit your lenses according to your progressive prescription. 

Most prescriptions are valid for two years. We recommend that you get your vision checked up at least once every year. Eye exams are usually included in Vision Care insurance programs, you can contact your provider to find out about your particular benefits.

Yes, you can upload your prescription in ‘my prescription’, and we will read and record your prescription for you, so you don’t need to upload it a second time.

If you choose a lens that NextPair provides in its prescription package, it is the same price for any prescription. However, if you have a strong prescription or special requirements, and would like to upgrade to a tailor-made lens, we do provide tailor-made service for an additional fee. 

You can book an appointment with your local optometrist to get your vision checked, which can usually be reimbursed by your insurance

Lenses

We understand that your eyes need to adjust to different environments in different situations, so we provide optional upgrades for different needs throughout the day:

-         Digital protection

For those of you who just cannot live without your smartphone (count me in), or sit 8 hours in front of the PC every day, our digital protection lens is for you. This lens filters out the harmful blue light and radiation coming from digital screens, sooths digital eye strain, and protects your vision.

-         Light-adjusting

All glasses-wearers have been in this situation – it’s a sunny day and you walk outside, immediately blinded by the sun glare, and while your companions can just put on their sunglasses, you need to fiddle and change your prescription glasses into a pair of prescription sunwear. The hassle of two pairs can be eliminated with our light-adjusting lenses, which change in colour according to the strength of UV detected. Under strong sunlight, the lens will turn dark, and indoors, clear again.

-         Prescription sunwear

Who said sunwear was only for the non-vision-impared? With our prescription sun-lenses, you can easily and comfortably reduce sun glare when driving, or just a walk out on a sunny day, even enjoy those holidays on the beach.

Other preferences

-         Lens thickness - varies with refractive index. Our standard lenses are 1.60 polycarbonate, but we do offer higher index lenses, 1.67, options for users with a higher prescription. We recommend the 1.60 as a good value for quality for prescriptions under ±4.00D, and the 1.67 option for users who have a higher prescription, or those who simply want a thinner a lighter lens.

-         If you have a really high prescription of over ±7.00, and the 1.67 is still not light enough, feel free to contact our customer service, and they will be happy to discuss options that can be tailored to fit just your needs. 

Each type of lens is designed for a different environment, and you can choose the type that is most suited to your everyday needs. Details on lens functions can be found here.

All NextPair lenses include UV protection, anti-reflective, scratch-resistant and smudge-proof coating. Other functional choices include digital protection, light-adjusting and prescription sunwear. Read more about the lenses we provide here.

For the same prescription, we offer a variety of lenses with different thicknesses. However, because the final thickness of the edged lens depends on your frame shape and pupillary distance, it is hard to say exactly how thin your lens would be. Nevertheless, it is certain to say that if all else is the same, a higher refractive index would give you a thinner lens.

Unfortunately, we currently only provide lenses fitted on a frame.

Frames

If your frames don’t sit on your face well, it may be that each frame needs minor adjusting. If you don’t like the style, you can easily exchange the design. Either the case, our customer service is happy to assist. 

If you are having difficulty deciding which types of frame is for you, try starting from finding the shape that most flatters your face shape.

Oval

An oval face is appropriately long and narrower at the forehead and jawline.

Recommendations: rectangle, square, browline, aviator.

Round

A round face is similar in width as it is in length, with no or little angular features.

Recommendations: rectangle, square, aviator.

Square

A square face typically has a broad forehead and jawline.

Recommendations: oval, browline, horn, aviator.

Diamond

A diamond face is wider at the cheekbones, with an angular jawline.

Recommendations: oval, round, horn, browline.

Pear

A pear face is broader at the jaw than at the forehead.

Recommendations: oval, aviator, browline, round.

Yes, simply choose ‘frame only’ when ordering, or 'non-prescription' for sunglasses to choose the originally fitted lenses.

The one you like the most, usually suits you best! However, if you are between a few frames, you can take a look at our face shape guide (above) to find a shape that fits your face well.

While we do not have virtual try-on for frames; however, we do provide a ‘home trial’ – that is you can fit your frame and lens according to your prescription, and then decide to keep or return the pair within 15 days of receiving.

Ordering

If you wish to take advantage of your insurance benefits, simply download your order invoice from your order confirmation e-mail, or in My account - Orders, and find your provider’s reimbursement form here.

Alternatively, you can use your insurance benefits - FSA or HSA card, in the same way you would enter your credit card details at the checkout.

Once you make your order, there will be an ‘order status’ in 'My account - My orders'. From when we receive your order, to when your order is dispatched and shipped, you will be notified both in your NextPair account, and in an e-mail.

If you are new at Next Pair -

Once you have chosen a frame,  you can choose a lens according to your needs, which will go to your shopping cart. (More information on choosing a lens can be found here). Then you will need to create an account to enter and save prescription and address details.

In your shopping cart, you can then choose which products to take further and add a prescription by uploading a photo or manual input. At checkout, you can enter and save your shipping address. If you have a coupon, this is the time to enter the code, where the discount will be applied to update the total amount of your order. Once you are happy with your order details, you can go onto fast checkout, and pay through a Paypal account, or a guest account powered by Paypal, where we accept a range of credit cards, including FSA/HSA cards (more information on insurance can be found here). After payment, you can view your order details in My Orders , and expect to receive your order usually in 7 to 14 business days.

 

If you already have a Next Pair account –

Log in to view your saved favorites, and access your prescription and address details.

Once you have chosen a frame, you can choose a lens according to your needs, which will go to your shopping cart. (More information on choosing a lens can be found here). Then you can choose to fit a prescription type onto your lens – nonprescription, a saved prescription, or create a new one; once you’re happy, you can continue to checkout.

At checkout, you can choose a saved shipping address or add a new one. If you have a coupon, this is the time to enter the code, where the discount will be applied to update the total amount of your order. Once you are happy with your order details, you can choose to pay through a Paypal account, or a guest account powered by Paypal, where we accept a range of credit cards, including FSA/HSA cards (more information on insurance can be found here). After payment, you can view your order details in My Orders , and expect to receive your order usually in 7 to 14 business days.

Yes, using your account to order allows you to track your order at any time, and also records all orders and preferences, for any services, including lifetime warranty, that you may use in the future.

If your order is not yet processed, you can request a ‘refund’ in 'My account – My orders', where we can cancel your order and refund your money. Unfortunately, if your order has already been shipped with a tracking number when you wish to cancel, we cannot cancel the order directly. However, if you receive your NextPair and in any way are not happy, you can request a return, where shipping is also free. 

Payment

If your order is not yet shipped, you can request a ‘refund’ in 'My account – My orders', where we can cancel your order and refund your money. Unfortunately, if your order has already been shipped with a tracking number when you wish to cancel, we cannot cancel the order directly. However, if you receive your NextPair and in any way are not happy, you can request a return, where shipping is also free.

Your details will be saved on the PayPal system, so that if you encounter a problem with your transaction, we are able to trace it.

Definitely, we are not allowed to see the complete card number once you entered your details through PayPal, only the last four digits of the card number.

Once you send a payment online, you will be notified through email from PayPal, which will include all the transaction details.

Once your payment has gone through, your status in 'My account – My orders' will change to ‘Paid’, and your transaction details will be sent to you though e-mail from PayPal.

If there is nothing wrong with the payment it will go through instantly.

If you wish to take advantage of your insurance benefits, simply download your order invoice from your order confirmation e-mail, or in 'My account – My orders', and find your provider’s reimbursement form here.

We accept Visa, Mastercard, AMEX, Discover and PayPal, and our payment is supported by PayPal. Don't worry if you don't have a PayPal account, making your payment through PayPal just means your transaction is safe while we can only see the last four digits of your card.

Alternatively, you can use your insurance benefits - FSA or HSA card, in the same way you would enter your credit card details.

Returns

You will get 100% refund on the paid value of your products (frame and lens). However, if you chose expedite shipping, we will not be able to refund the shipping cost to you as the shipping service paid for has already taken place.

If you upgraded your lens in your order, you can return only the lens without the frame, and get a refund of the amount of price difference for the upgrade. 

If your NextPairs are damaged, it depends on the state of the product whether we can repair them or not. Our professional customer service is happy to help in evaluating a repair plan.

As soon as we receive your returned order, we will refund your order in your NextPair account within 2 business day. The time it then takes for the refund to reach your bank account depends on the payment method. 

If you receive your package and your product is damaged (for example, a broken temple or lens), contact us and our customer service will arrange to send out a new pair.

Our warranty includes all quality issues that should occur in the lifetime of your NextPair. If you should encounter any quality defects with your NextPair, you can request to repair here.

All NextPair products have lifetime warranty. If at any time in use, your NextPair have quality issues, we are happy to fix them free of charge. Learn more about our warranty policy here.

At NextPair, return shipping is free. If you would like to return your order, simply request a return in 'My accounts - My orders', and expect to receive a prepaid shipping label which you can return though UPS. 

If you would like to return your order, simply request a return in 'My account – My orders', and expect to receive a prepaid shipping label which you can return though UPS. 

You can choose to keep or return your order within 15 days of receiving your shipment. 

Shipping

Once you have made your order, expect to receive it within 14 business days. If you would like to expedite your order, you can upgrade to UPS Priority shipping at the checkout.

If you receive your package and your product is damaged, please contact us and our customer service will sort it out for you.

Standard courier shipment times may be subject to a few days’ fluctuation, especially if there is a national holiday, or natural causes such as bad weather. If this does happen to your order, please contact us and we will do our best to speed up your delivery.

If you haven’t received your package or notice that your tracking number is not updating normally, contact us and we will contact the courier for you. If it is lost, we will send you a new shipment, and all else you can leave to us.

Currently we ship only to the US, Canada, UK, Australia and Mainland China, but we expect to expand to other parts of the world very soon.

You can choose standard shipping or Priority shipping at the checkout.

If you wish to upgrade to Priority shipping, which should arrive within 7 days, you can do so by paying an additional fee of $39.

Yes, as soon as your shipment is dispatched, you will receive a tracking number via e-mail and in your NextPair account.

Standard shipping is free of cost, which is expected to arrive within 14 business days. If you wish to upgrade to UPS Priority shipping, you can do so by paying an additional fee of $39.

PD Reader

While you can get your prescription easily from an eye test, 85% of US prescriptions are missing the pupillary distance (PD information). Therefore, this tool is designed to complement your prescription and allow you to measure your PD easily from the comfort of your couch.

Your pupillary distance is the distance between your left and right pupil. This information is crucial to fit your lens into your frame.

This tool is offered free of charge by Next Pair, just to make your life a bit easier. 

Usually 2-3 minutes, and that’s including watching our video guide.

You will need a smartphone or PC that has a front camera, and a standard size magnetic card. 

This tool has been clinically tested and proven to be as accurate as standard acceptable PD meters, within +/- 1mm.

This tool is designed for individuals aged 18 or over, who do not have eye conditions or illnesses.

This is an FDA listed Class 1 Exempt Medical Device, however this PD tool does not provide medical advice.

The range for this PD reader is 52mm to 75mm, which covers most adult PDs. If you fall out of this range, our results may not be accurate, however feel free to contact our customer service who will be happy to provide you with alternative methods to measure your PD.

Try the following:

-         Position your face 30-40 cm from the screen to work best

-         Keep your face parallel to the camera at eye level

-         Make sure your testing environment is well lit

-         Make your eyes clearly visible with no hair/hand/card obstruction

-         Hold your card at the top corner

-         Place your card sitting above your eyebrows, with the magnetic strip facing down

-         Make the magnetic strip clearly visible

-         Light coloured cards work best!

We require camera permission to perform the scan, and only access the camera for only the duration of the test. Our service is GDPR compliant and fits the ISO 28018 certificate for IT and cloud privacy protection. For more information, please refer to our privacy policy.

First of all, there is no need to use a credit card, any standard magnetic card sized 3.37 inch will do! Any bus/library/membership card will work the same. In addition, the image will not be linked to any personal identifiable information and will be blurred so details cannot be recognised. Our service is GDPR compliant and fits the ISO 28018 certificate for IT and cloud privacy protection. For more information, please refer to our privacy policy.

For desktop web, we support Safari, Chrome and Firefox. For mobile web, we support Safari and Chrome only.