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:

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.

If you need your glasses in a hurry, give us a call at +65 6702 3480, Monday – Friday, 1 p.m. – 8 p.m., to talk about expediting your order at our labs for an extra $30.

Read more about our stores and showrooms here. Then, visit one of our retail locations and see which frames are right for you!

Visual Mass showroom have the full collection of eyewear available online. You will also be able to make purchases of Progressives, PC UV420, PC Blue Shield and Photochromic/Transition lenses in stores. Some locations provide in-store eye exams, which you can book in advance.

Find out more about our locations here.

Before you order, please check to make sure your prescription:

•  is written by a licensed optician or optometrist and has not expired. A prescription is only valid for 1 year. We are unable to process expired prescriptions.
• is for glasses and not contact lenses. If you’d like progressive lenses, we offer them starting at $250, at our stores. We do not currently offer bifocal lenses, but if your doctor has written this type of prescription for you, we can fill them as progressives (similar to no-line bifocals) or as single-vision.
• includes your pupillary distance (PD).

Your PD is the distance in millimetres between your pupils; it helps us center your prescription correctly in your frames. If your prescription doesn’t include this measurement, you have a few options:

1. Stop by any of our retail stores where our trained associates can measure your PD.
2. Measure your PD yourself using online PD tools.

If you’re having trouble measuring your PD, most optical shops will be able to measure it for you.

There are two ways you can get a prescription:

1. Book an eye exam with us. At some of our retail stores, you can get your eyes examined by a licensed optician/optometrist.
2. Make an appointment with your own optometrist. Make sure your optometrist include your pupillary distance (PD) on your prescription.

We are able to fill most prescriptions, if you would like a confirmation before making an order just give us a call at +65 6702 3480, Monday – Friday, 1 p.m. – 8 p.m. We’re happy to help you figure out the best frames for you based on your prescription strength too!

If we are unable to fill your prescription, you can still purchase Visual Mass frames. To purchase a pair of frames with non-prescription multicoated lenses, simply add them to cart and check out with the "No Prescription" option. Just take them to your doctor and you’re all set.

Material

All our lenses are made of CR39, plastic.
Give us a call at +65 6702 3480, Monday – Sunday 1 p.m. – 8 p.m. and we will advise on the suitability of our lenses.

Index

All our lenses come in varying index (thickness):

 Hi-Index lens 1.60 lens is recommended for power below +/- 3.00 SPH

Super Hi-Index 1.67 lens is recommended for power below +/- 6.00 SPH

Ultra Hi-Index 1.74 lens is recommended for power above +/- 6.00 SPH 

Lens Coatings

All our lenses come with multiple layers of lens coating that gives 100% UV protection, anti-reflective and anti-scratch properties. Do note that lenses will still be prone to scratches due to improper handling.

Online

1. Single Vision Lens with vision correction for Distance or Near (reading).
2. PC UV420 designed to block out HEV Blue Light from electronic devices, lights and the Sun. Effectively reduces eyestrain and promotes better sleep.

Retail

1. PC/Computer Blue Shield Lens designed to decrease harmful blue light transmission to the eye. Effectively reduces eyestrain and headache from prolonged usage of electronic devices.
2. Progressive Corrective lenses used to correct presbyopia. Provides clear vision for distance, intermediate and near.
3. Sun Lenses Color lenses with 100% UV 400 protection. Reduces glare and provides better comfort for daily use. Comes in many colors and tones.
4. Photochromic/Transition lenses that darken on exposure to specific types of light, most commonly ultra-violet (UV) radiation. Once the light source is removed (for example by walking indoors), the lenses will gradually return to their clear state.

Example:

50 ☐ 18 - 150

On each product page, the frame measurements are listed as three numbers. The first number refers to the width of one lens in millimeters, the second number to the width of the bridge, and the third to the length of one of the temple arms.

Most glasses (including all Visual Mass frames) have these numbers printed on the inside of the temple arm or above the frame structure.

If your Visual Mass frames don’t fit you perfectly, our skilled opticians would be happy to adjust your frames at some of our stores.

To thoroughly clean your lenses, simply rinse them with a mild dish soap and lukewarm water, and dry them with a soft cloth. For day-to-day cleaning of light smudges, a few swipes of the cleaning cloth included in your case should do the trick.

Please be careful to avoid using hot water on your lenses (especially if they are high-index lenses), as they can develop bubbles or cracks when exposed to high heat.

We know glasses hold an unexpected amount of sentimental value. Bring in any pair of glasses (including Non-Visual Mass) and we are happy to help you replace the lenses. 

Yes, we do lens replacement for all glasses at the same price.

You can bring your glasses to our stores and pick your desired lenses - Optical Lens, PC Lens, Photochromic Lens, Sun Lens and Progressive lens. Lens replacement duration will depend on our stocks availability. 

Optical Lens – from $60
PC UV420 Lens – from $160
Photochromic Lens – from $160
Sun Lens – from $160
Progressive Lens – from $250

Shipping is free for Singapore online orders.

*Unless stated otherwise for promotions.

Yes we ship internationally. All international orders have a SGD 20 shipping fee for each pair of eyewear ordered.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Give us a call at +65 6702 3480, Monday – Friday, 1 p.m. – 8 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.

Answer

We provide these after-sales services free of charge: adjustment of fitting, tightening of screws and eye test.

We do not accept refunds, returns, and exchanges.

If you require any assistance with your order, please give us a call at +65 6702 3480, Monday – Friday, 1 p.m. – 8 p.m., or email us atcontact@visualmass.co. We’d love to hear your feedback too.

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 – Sunday, 1 p.m. – 8 p.m. We’ll help determine the issue and make sure that your prescription is just right!

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 option to improve the fit. Find a retail location that offers adjustments here.