FAQ - Shipping / Returns

When will I get my order?

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

Online Order takes 2–3 additional business days for shipping

Single-vision glasses 3-5 business days
Single- vision sunglasses: 5 business days
Progressive glasses and sunglasses: 5 business days
Non-prescription glasses and sunglasses: 3-5 business days
PC (Blue Shield) and Photochromic glasses: 5 business days
E-gift card: Within an hour of ordering. E-gift cards scheduled for future delivery will be sent on the morning of the requested date.

What does shipping cost?

Shipping and exchanges are free for Singapore orders.

Do you have international shipping?

Yes we ship internationally. All international orders have a $SGD 15 shipping fee for each pair of eyewear ordered.

Can I get my glasses expedited?

If you need your glasses in a hurry, give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.– 10.00 p.m., to talk about expediting your order at our labs for an extra $30.

What is your exchange and return policy?

Currently we provide 3 different warranty packages, please refer to the table below for more information. When you purchase any Visual Mass eyewear, a free warranty package is provided for you. However, to ensure that your Visual Mass eyewear lasts even longer, do consider the $50 or $30 warranty packages we have. 

 Warranty Packages Free (comes with purchase) $30 $50
Full Returns/ Refunds 7 days 30 days 60 days
Lens Exchange* 30 days  60 days  1 year
Lens Coating  - 1 year  Unlimited
Frames Exchange** 30 days  1 year
Packaging - - Additional casing upon request 

 

*Lens Exchange: Only valid for inappropriate prescription resulting from unstable eye power. Free eye exam and prescription lenses included.

**Frames Exchange: Warranty covers the exact same pair of eyewear purchased. Additional top-up required if customer wish to change to a different frame design.

How do I set up an exchange or return?

Give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.– 10.00 p.m., or email us at contact@visualmass.co so we can get started on the exchange or return process. We’d love to hear your feedback too.

What if I’m not happy with the fit of my frames?

We want you to love the look and feel of your new frames, so if they fit anything less than comfortably, let us know! Our glasses are only available in one set size, but we’d be happy to recommend a style that might fit you better. Adjusting your frames is also another easy option to improve the fit. Find a retail location that offers adjustments here.

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

Sometimes it takes a few days to adjust to a new prescription, but if you’re having ongoing trouble with your glasses, give us a call at +65 6702 3480, Monday–Friday, 10.30 a.m.– 10.00 p.m. We’ll help determine the issue so that we can re-make your glasses and make sure that your prescription is just right!

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