FAQ

Azimuth Eyewear by New Eyes FAQ

Supporting the New Eyes Mission

What is New Eyes?

New Eyes is a 501(c)(3) nonprofit that gives glasses to those in need and educates the public about the benefits of clear vision. Since 1932, New Eyes has provided clear vision to over 10 million people in the United States and throughout the world.

In 2022, New Eyes launched Azimuth, our private line of premium eyewear to support our mission. Glasses purchased from Azimuth directly provide revenue for New Eyes to accomplish our mission. For every Azimuth eyewear purchase, two people in need in the United States receive free prescription glasses from New Eyes.

How does my purchase of Azimuth eyewear help two people in need?

New Eyes launched Azimuth as a sustainable way to support its mission. Last year, New Eyes distributed over 11,000 free prescription eyeglasses within the United States. The price of all Azimuth glasses includes the $46 cost of providing prescription glasses to 2 individuals in the United States. With each Azimuth order, customers will receive the first name, state, and age of the individuals who were assisted because of the eyeglass purchase. Azimuth customers also receive a confirmation of their charitable contribution on their order invoice and confirmation.

Shipping & Returns

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, our optical dispenser will begin the fulfillment process. Your glasses will be received within 5-7 business days depending upon the complexity of your prescription. Azimuth will send an email confirmation when your glasses are boxed and ready for shipment along with the tracking information.

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 most of our eyewear, 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 accept exchanges. Please request a refund for your original order and place a new order.

I made a mistake with my order! Can I change it?

Once orders are submitted, changes cannot be made as our optical dispenser begins work upon submission to ensure prompt delivery If you have uploaded the incorrect prescription details, please contact us at azimutheyewear@new-eyes.org and note the problem with your order. We are a small team and if we can help alleviate a mistake we will certainly try.

What's the status of my order?

Please allow 5-7 business days for delivery of your order and understand that during the holiday season all orders are subject to our mail carriers’ abilities. Azimuth will send you an email with tracking information once your order is complete and on its way.

How do I cancel my order?

If you need to cancel your order, please request a refund by emailing azimutheyewear@new-eyes.org and including your order number in the subject line.

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

We ask for your prescription information each time you select a pair of glasses. Simply select a pair of glasses and complete the checkout prescription information process for each item you would like to purchase.

Payment

What if I need to change my credit card information after an order has been placed?

Credit card information is entered and maintained by Shopify exclusively, so Azimuth does not maintain your credit card information. Consequently, we are unable to change your credit card details.

We advise that you request a refund of your order and email us at azimutheyewear@new-eyes.org if you have any difficulty re-entering the new eyeglass order.

Do you accept FSA/HSA?

At this time, we do not accept direct FSA/HSA payments via prepaid debt cards. However, your Azimuth receipt will delineate the cost of your prescription eyeglass purchase (frames and lenses) and the portion of your order that is tax-deductible. Your FSA/HSA carrier will make the determination as to whether the purchase qualifies for reimbursement.

Prescription

What do I do if I’m experiencing issues with my prescription?

Adjusting to a new prescription may 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 more than 24 months old?

At this time, we are unable to accept prescriptions that are more than 2 years old. After you receive an updated eye exam, please visit our home page, and use our virtual try on to select your next pair of eyeglasses.

How do I find my pupillary distance (PD)?

Pupillary distance, indicated as ‘PD’, is the distance between your pupils. This measurement is used to center your prescription 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

What types of lenses are available?

All prescription 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 for prescription ranges: Sphere -8.00 to +6.00, Cylinder up to -2.00 prescription range. Those with prescriptions outside this range are recommended to purchase 1.67 high-index lenses.
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).

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 grey or brown tints.
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, for those within the prescription range sphere -8.00 to +6.00, cylinders up to -2.00, 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) are offered at an additional cost indicated when you make your selection.

Frames

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 frames made from?

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.

Our flexible and durable spring hinges are sourced from the highest-quality manufacturers in the industry. They offer a comfortable, snug fit with no pinching and are perfect for the active wearer.

Are Azimuth frames sustainable?

Our frames are made with care with cutting-edge technology and attention to detail. 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.

Security

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

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 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 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

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.

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.

Any other questions? Reach out to azimutheyewear@new-eyes.org.