Questions? We got you covered!

Before you order, you’ll need a valid eyeglasses prescription (make sure it’s not for contacts!) and your pupillary distance (PD). Your PD is the distance in millimeters between your pupils, and helps us center your prescription correctly in your frames. If you have your complete prescription, you can upload it as a picture or key it in during check out. However, if you do not have your prescription you can choose to send it to us later. You can stop by our showroom at Orchard Gateway where our trained opticians can measure your prescription.

We process orders quickly, but we’ll do our best to accommodate any changes to your order. The best way to change or cancel an order is to email us at contact@visualmass.co or call us at +65 6702 3480 Monday – Friday, 1 p.m. – 8 p.m.

The processing time depends on several things: the type of order, whether your order is complete (i.e do we have your prescription, is your address complete, etc.), and when you place it. Here’s what you can expect:

Online Order takes 2–3 additional business days for shipping after processing time.

Here's an estimate of the processing time for the different types of glasses.

Type of glasses	Processing time
Non-prescription	3-5 business days
Single-vision	3-5 business days
Photochromic	5 business days
Progressives	5-10 business days
Other custom lenses	10 business days unless otherwise stated

E-gift cards will be sent within an hour of ordering. E-gift cards scheduled for future delivery will be sent on the morning of the requested date.

We’re working on a way for you to check your order status online, but for now, our staff is on hand to assist. For time-sensitive questions, it is best to call us at +65 6702 3480 Monday – Friday, 1 p.m. – 8 p.m.