Frequently Asked Questions

You can reach us from 9:30AM - 5:30PM EST at (855) 292-6945, or anytime at all at help@stevenalanoptical.com.

Purchasing
  • How can I give you my prescription?
    We can receive your prescription through a few different means. You may give us your optometrist’s phone number, along with your date of birth, and we will obtain it on your behalf. You may also upload a digital copy of your prescription at checkout, or email it to us at help@stevenalanoptical.com. You may also fax a copy of your prescription to us at (646) 924-3705. Please be sure to include your name and order number when you send your prescription via email or fax.
  • How long will my order take to process?
    A complete order that includes your prescription and pupillary distance, or PD, will require 5-7 business days at our Optical Lab to process with a single-vision prescription before it ships. An order for glasses containing a progressive prescription will require 7-10 business days to process at our lab. Once shipped, your new eyewear will then take 3-5 business days to reach you. Orders that require that we obtain a prescription from an optometrist, or that are missing important information such as PD, may require an additional 3 business days for processing.
  • What is the status of my order?
    You can check the status of your order here.
  • The style I’d like is out of stock. When will it return?
    Contact us at help@stevenalanoptical.com with any inquiries about out-of-stock styles. We may even be able to locate a pair of glasses for you in the style you’d like.
  • Can I use my FSA card to place an order?
    Yes, but only for prescription glasses, progressive glasses, prescription sunglasses, progressive sunglasses, and frames alone (without lenses). Learn more about FSA purchasing for glasses.
Prescriptions
  • What is my PD, and how can I find it?
    Your pupillary distance (PD) is the distance between your pupils in millimeters, and it allows us to align your prescription perfectly with the unique position of your eyes. Any optician can measure your PD in just a few moments, and any optician who has made prescription eyeglasses for you in the past would have this measurement on file. There are also a number of online tools you may use to measure your PD from the comfort of your own home. Once you reach adulthood, this measurement does not change, and it will not vary depending on the style of glasses you choose.
  • Why did the price go up when I entered my prescription during checkout?
    If you have a particularly strong prescription, we will automatically upgrade the eyeglasses lenses in your order from standard index to high index. These lenses are thinner and lighter than our standard polycarbonate, and can more efficiently refract light, thus preventing the "magnifying glass" effect created by thicker lenses. The cost for a high index lens upgrade is an additional $40 per pair. If you enter your prescription directly, you will see the change in your order total immediately. If you upload your prescription, send it to us after you place your order, or request that we call your doctor, we will process the additional charge once we submit your prescription to our lab. If you would like to decline this option, simply uncheck the box for high index lenses.
  • I have a strong prescription, and I need thinner lenses. Do you offer those?
    For stronger prescriptions, we offer thinner, lighter lenses called high index lenses. We strongly recommend them for all customers with prescriptions stronger than +/-4.00 sphere. They are available for $40 more per pair.
  • What is the strongest prescription you can fill for eyeglasses?
    The strongest prescription we are able to fill for eyeglasses is -10.00/+6.00 sphere or +/-4.00 cylinder. If you have a stronger prescription than that, you may purchase our frames without lenses by selecting the "No Lenses" option at checkout and have your lenses made by a local optician. Glasses purchased under this "No Lenses" option will arrive to you with easily removable plastic demo lenses in the frames.
  • What is the strongest prescription you can fill for sunglasses?
    The highest prescription we recommend filling in our prescription sunwear is a -6.00/+4.00 sphere, as we do not currently offer high index sun lenses. While we can fill prescriptions stronger than the limits outlined, doing so will cause the sun lenses to be thicker and heavier than you may want them to be.
  • What kind of lenses and coatings do you use?
    Our lenses are made from polycarbonate, one of the thinnest and lightest materials used for prescription eyewear, which is also shatter-resistant. Our standard index lenses have a refractive index of 1.56, and our high index lenses (for strong prescriptions) have a refractive index of 1.67. For especially mild prescriptions, we use a material called CR-39 that boasts impeccable visual acuity but tends to get fairly thick when used to accommodate stronger prescriptions. Every single pair of clear prescription lenses purchased at Steven Alan Optical will include anti-reflective and scratch-resistant coatings, at no additional cost.
  • Do you offer bifocal or progressive lenses?
    We offer free-form HD progressive lenses in all of our prescription glasses, made with computer controlled surfacing equipment. These lenses are made with an algorithmic segment height for the best field of vision at each focal point in the lens. They also feature the same scratch-resistant and anti-glare coatings as our single-vision lenses. Progressive eyeglasses start at $375, and progressive sunglasses start at $475.
Returns And Exchanges
  • What is the return policy?
    You may return your eyewear within 30 days of delivery for an exchange or full refund. The international shipping fee is not refundable. We would be happy to answer questions, initiate an exchange, or facilitate a return; simply contact us at help@stevenalanoptical.com and if your order is domestic, we will send you a prepaid return shipping label to begin the return or exchange process.
    *Return policy does not apply to sample sale items, which are final sale (non-returnable and non-exchangeable).
  • What if my frames don't fit right?
    If your new frames are not a perfect fit right away, an optician can likely perform a quick adjustment to customize the fit. If there’s a fee involved with the adjustment, we would be happy to reimburse you for the cost of any standard adjustments. Or, if you are in the New York area, simply stop by one of our Optical shops and a member of our expert staff will be happy to adjust your frames until you are satisfied with the fit.
  • I lost my glasses. Can you help me replace them?
    We would be delighted to help. We keep the pertinent details of your previous purchases (including your prescription) on file. If you need a replacement, we can arrange that quickly and easily.
  • Can I Return My Steven Alan Optical Order to a Steven Alan Store?
    For the fastest service, please return your glasses from Steven Alan Optical via the original purchase method. For example, if you have purchased online, please contact us at help@stevenalanoptical.com; we will be delighted to help. If you purchased your glasses in a store, you may return them there as well.
STEVEN ALAN OPTICAL WARRANTY POLICY
  • What is the warranty?
    Steven Alan Optical products are protected by a one-year warranty. The warranty covers lens coatings and manufacturing defects. The policy does not cover accidental damage or lens scratches. Warranty inquiries should be directed to help@stevenalanoptical.com.
Shipping
  • When will my order ship?
    For single-vision prescription orders, please allow 5-7 business days from the day you place your completed order for your new Steven Alan eyewear to ship. For progressive prescription orders, please allow 7-10 business days from the date of order placement until the date of shipment. Non-prescription orders will ship within 2-4 business days. When your order ships, we will send a shipping confirmation email complete with a tracking number to the email address we have on file for your order.
  • How will you ship my order?
    We ship all of our domestic orders via USPS First Class. Domestic orders generally take 3-5 business days to reach their destinations, and when yours ships, you will receive a confirmation email containing a tracking number. International orders that contain prescription eyewear are first shipped to our warehouse in Brooklyn, and are then re-shipped to their final destinations via International Priority Mail. Each time your order is shipped, you will receive a tracking number so you may watch its progress to you. Your international order may take multiple weeks to reach you, depending on customs processing and procedures of the postal authorities in your country. Steven Alan Optical unfortunately has no control over how long these procedures take, and the customer is responsible for any additional delivery fees that may be incurred by postal authorities.
  • I need my new eyewear right away. Can you expedite it?
    Contact us at help@stevenalanoptical.com and we will be happy to do what we can to expedite your order whenever possible.
  • Do you offer international shipping, and how much does it cost?
    Yes, we charge a $40 flat rate for international shipping. All international prescription orders ship first from our Optical Lab to our warehouse, from where they are shipped a second time to their final destinations. We currently do not ship to Australia, New Zealand, Korea, Europe, Japan, or Canada.
About Steven Alan Optical
  • What are your frames made of?
    Our frames are composed of the finest cellulose acetate in the world, which is sourced from a 150-year-old factory in Northern Italy that was first in the world to produce imitation tortoise shell, and from Japan. Our frames feature custom, functional barrel hinges and rose-gold plated metalwork.
  • How do you keep your prices so reasonable?
    Most designer eyewear is distributed through third-party retailers, who apply a markup to all products they offer. We keep our prices reasonable by distributing our eyewear directly to our customers via our own stores.