FAQ - Placing an Order

What do I need to order?

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 (link to showroom location) where our trained opticians can measure your prescription.

What if I need to change my order?

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, 1030 a.m.– 10 p.m.

What’s the status of my order?

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, 1030 a.m.– 10 p.m. You can also reach us via Twitter, @Visualmass

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

If you are interested in purchasing multiple pairs using different prescriptions (e.g. one for you and one for your spouse; one pair for distance and one for reading), please place a separate order for each prescription. Shipping is always free, so don’t worry about getting charged extra for the separate orders!

Interested in placing a bigger order?

To purchase Visual Mass gift cards or sunglasses in multiples (quantities greater than ten), send an email to contact@visualmass.co. We’ll be happy to help.

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