Frequently Asked Questions
Supporting the New Eyes Mission
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What is New Eyes?
New Eyes is a 501(c)(3) nonprofit that gives glasses to those in need. Since 1932, New Eyes has provided clear vision to over 10 million people in the United States and throughout the world. Our focus is on providing free prescription eyewear for those in need and educating the public about the benefits of clear vision.
In 2022, New Eyes launched our private line of premium eyewear to support our mission. Glasses purchased from Azimuth directly provide revenue for New Eyes to accomplish our mission (no donations to 3rd party organizations here!). For every Azimuth eyewear purchase, two people in need in the US receive glasses from New Eyes.
How does my purchase of Azimuth eyewear help two people in need?
New Eyes launched Azimuth by New Eyes to support our mission of providing glasses to low-income people in the U.S. The price of the Azimuth glasses purchased includes the $6 cost of providing glasses to 2 individuals. $46 of your order is a charitable contribution and tax-deductible!
New Eyes is a 501(c)(3) nonprofit that gives glasses to those in need. Since 1932, New Eyes has provided clear vision to over 10 million people in the United States and throughout the world. Our focus is on providing free prescription eyewear for those in need and educating the public about the benefits of clear vision.
Shipping & Returns
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What is the cost of shipping?
We offer free shipping on all orders! We use USPS and UPS.
Can you ship to PO Boxes?
Yes, we ship to PO Boxes!
What is the processing time for my order?
Once payment and prescription are received, it takes 3-5 business days of processing to add lenses to the frames. We will send tracking information once the lenses are added to your frames.
Can I expedite delivery?
At this time, we do not offer expedited shipping. We offer free standard shipping on all orders.
Can I return my glasses?
FINAL sale eyewear and related prescription orders are non-refundable and ineligible for exchanges.
For eyewear that is not final sale, we have a 30-day return policy. A return can be issued within the return window of 30 days from when your order was shipped. Simply email azimutheyewear@new-eyes.org with your order number, and we will issue you a free return label. Please note that once we receive the return, it can take up to 10 business days from our receipt of the item for your account to be credited. You will receive an email confirmation when the returned item is being processed for a return.
I lost my return label. Can someone send me a replacement?
Yes, please email azimutheyewear@new-eyes.org with your order number, and we will send you a replacement return label.
What if I received a damaged item?
Please email azimutheyewear@new-eyes.org with your order number, and we will make it right!
Can I exchange my glasses?
At this time, we do not offer exchanges. Please request a refund for the original order and order the new item via a new order.
I made a mistake with my order! Can I change it?
Yes, we allow changes within one hour of your original order. Please email azimutheyewear@new-eyes.org for the change to be made.
What's the status of my order?
Please allow 3-5 business days of processing time. An email will be sent with tracking information once your order is complete.
How do I cancel my order?
You can cancel an order within one hour. Please reach out to azimutheyewear@new-eyes.org with your order number to cancel your order. Note that it can take up to 10 business days for the credit to appear on your bank statement, depending on your bank.
How do I order multiple pairs of glasses with different prescriptions?
Currently, we only process single-item orders. Each pair of glasses is handled with care and is made to order. At this time, we do not offer multi-item purchases. Please place a separate order for each prescription and/or pair of glasses. Remember, shipping is free for all orders!
Payment
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What if I need to change my credit card information?
We do not offer credit card changes to orders at this time. Please request a refund for the original order and order the new item via a new order.
Do you accept FSA/HSA?
At this time, we cannot accept direct HSA/FSA payments. However, the receipt you receive from your purchase will delineate the purchase and the portion of your order that is tax-deductible. The remaining amount may be used for HSA/FSA reimbursement.
Prescription
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What do I do if I’m experiencing issues with my prescription?
Adjusting to a new prescription can take a few days to six weeks. If, after using your glasses for a while, you still feel like your prescription is incorrect, please contact our team for a refund.
What if my prescription is expired?
Please see an eye doctor to get an updated prescription. We cannot accept prescriptions that are more than 24 months old.
How do I find my pupillary distance (PD)?
Pupillary distance, indicated as ‘PD’, is the distance between your pupils. This measurement is needed to center your prescription correctly in your frames. You can request your PD from your optometrist when you get your glasses prescription. Or you can use the PD function on our website during the checkout process. Simply click the “Measure PD” button in the prescription section to get your PD.
Lenses
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What types of lenses are available?
All lenses include UV protection, anti-reflective, and anti-scratch coatings.
UV protection guards your eyes against the sun’s harmful UV rays.
Premium anti-reflective coating reduces glare from computer screens, night driving, and indoor lights.
Anti-scratch coatings make lenses more resistant to scratches.
Single vision lenses, made of impact-resistant polycarbonate, are included for free with your purchase. They are recommended for Sphere -8.00 to +6.00, Cylinder up to -2.00 prescription range.
Blue block lenses block 100% of UV rays and filter damaging high-energy visible light (HEV) ray lights that can negatively impact eye health. They can help decrease eyestrain and filter out the blue light from phone and computer screens. We build the blue block into the lenses for added durability.
Photochromic lenses transition from clearer indoors to darker outdoors and feature a fast activation and fade back. These lenses are offered in gray or brown tints.
1.67 lenses are lighter and thinner lenses for those with stronger prescriptions (+/-4.0 or higher; max sphere -12.00 to +8.00, Cylinder up to -3.00).
Polarized Sunglasses eliminate 99% of reflected glare and block 100% of harmful UVA and UVB rays. We offer polarized lenses in grey or brown tints.
Progressive lenses provide three prescriptions in one pair of glasses- up close (ex: looking at your phone), mid-distance (ex: working on the computer), and in the distance (ex: driving). These lenses are typically for people over age 40 with presbyopia (or age-related farsightedness).
What is the cost of the lenses?
All lenses include UV protection, anti-reflective, and anti-scratch coatings.
Single vision lenses are included in the cost of the frames, so there is no additional cost for these lenses. All other lenses (blue block, photochromic, 1.67, polarized sunglasses, and progressive) have additional cost that will be reflected as you select your lenses.
Frames
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Where can I find my frame’s measurements?
There should be three numbers listed on the inside temple arm of your glasses. These are the measurements of your glasses. The first number is the lens width, the second is the bridge width, and the third is your temple length. You can reference these measurements on your existing frames when comparing products on our page.
How to measure glasses frame size:
First, review your existing frames’ measurements and compare them to the glasses you’d like to buy. Some key things to keep in mind about fit: lenses should not extend past the side of your face, your eyebrows should be outside your glasses, frames should not slide down your nose, and your pupils should be near the center of your lenses.
Use our “Virtual Try-On” function on the item page to see how the glasses will look!
Note that you can have your frames adjusted by an optician (often for free, or sometimes for a small fee) if the temples are too long/short or tight/loose behind your ears.
How should your glasses fit?
First things first — your glasses should feel comfortable when you wear them. That means they shouldn’t slide down your nose, dig behind your ears, or leave red marks on your nose. Your glasses should sit on your nose without slipping or leaving marks behind. The center of your lenses should align horizontally with your pupils. Frames shouldn’t sit higher than your eyebrows, nor should they rest on your cheeks.
What are the glasses frames made of?
Our optical frames feature handmade acetate that is hand-polished after cutting the frame on a state-of-the-art CNC milling machine. Each frame is de-burred, smoothened, face-formed, polished, assembled, and adjusted by one of our artisans.
Frames are mounted on spring hinge temples, which provide a flexible fit that hugs the sides of a wearer's head and can open wider than 90 degrees when necessary. The components are sourced from the highest quality manufacturers in the industry.
Are Azimuth frames sustainable?
Azimuth Eyewear is handmade of acetate, a human-made material derived from cellulose, most commonly wood pulp. While it is partially derived from a renewable source, it does contain petroleum-based plasticizers. Azimuth consciously orders our frames in small batches to reduce waste from unsold backstock and prevent a carbon footprint from warehousing.
Are Azimuth frames made in the USA?
Azimuth eyewear is handmade in the USA from parts sourced internationally.
How can I tighten my glasses?
It’s natural for glasses arms to loosen over time. To tighten your glasses, first run the temple end tips (where they hit behind your ear) under warm water for about 30 seconds. Gently push the tip down, and repeat on the other side. Let your glasses cool, then try them on to see how they feel.
What different types of glasses do you carry?
We carry glasses in multiple frame styles and colors. All of our glasses are original designs that are handmade in the USA.
Security
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How do I know my order is secure?
We utilize Shopify for our orders, which maintains a secure network, protects cardholder data, implements strong access control measures, and follows the Payment Card Industry Data Security Standard (PCI DSS).
Virtual Try-On and Pupillary Distance by Luna
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Is virtual try-on ADA compliant?
Virtual Try-On and Pupillary Distance technologies were built to comply with ADA regulations.
Are my photos for Pupillary Distance (PD) stored?
Azimuth by New Eyes partners with Luna to offer virtual try-on and pupillary distance technology. Luna stores frontal facial pictures on servers, which are cropped and anonymized immediately after they are taken. Luna does not associate end-users with their scanned pupillary distance. Any "Calibration Images" (images with a known size such as plastic standard magnetic card to set as a reference object) go through an obfuscation process to avoid saving any recognizable details that may exist on the card itself. This Calibration Image is not linked to any Personal Data. Luna maintains an ISO 27001 certificate for IT and cloud privacy protection.
Are my photos for Virtual Try-On (VTO) stored?
Azimuth by New Eyes partners with Luna to offer virtual try-on and pupillary distance technology. A "Calibration Image" (original image of the user holding the card to their forehead without frames on) is stored for troubleshooting/product development purposes, as well as an image strip of the user wearing frames to construct the VTO scan. All user data is anonymized upon receipt, which eliminates the ability for anyone to associate personally identifiable information with recorded images and metadata. Data transmission to and from Luna’s API servers is encrypted and authenticated to comply with GDPR and HIPAA.
What is the data retention period for my PD or VTO images?
End-user data is stored on Luna’s servers for up to 3 years.
Other
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How do I get an itemized receipt of my order for my insurance?
We provide a receipt with each order. Please note that single vision lenses are included in the price with the frames; typically, insurance providers split single vision lenses and frames bundled cost 50/50.
How do I clean my glasses?
Azimuth includes a microfiber cloth with each purchase of your eyewear. We suggest purchasing a glasses cleaning kit or using PH-neutral soap and water. Remember to dry glasses with your microfiber cloth, as it won’t scratch the lenses; avoid paper towels because the paper pulp could scratch the lenses or frames.
Contact Us
Any other questions? Reach out to azimutheyewear@new-eyes.org.