Frequently Asked Questions Consultations & Prescriptions
1. Can I use my own frame?
Yes, you may provide your own frame for lens replacement, subject to inspection and approval. However, some frames may not be suitable for ophthalmic lenses, including over-the-counter reading glasses, very low-quality frames, or frames that are worn, fragile, or structurally weak. In these cases, we may decline the job to help avoid damage or unsatisfactory results. We are not responsible for breakage or failure involving frames with pre-existing wear, weakness, or poor construction.

2. Do I need a prescription to order glasses?
Yes, a valid prescription is required for all corrective lenses. If you don’t have one, we can help guide you on how to get an updated prescription.

3. Can I order glasses online without visiting a physical store?
Absolutely! You can upload or email your prescription, choose your frames, and select lens options — all from the comfort of your home.

4. Can I buy contact lenses from you?
No, not at this time.

5. Are prescription lenses custom made?
Yes. Prescription lenses are custom made based on the information provided with your order. Because of this, certain orders may not be eligible for full refund once processing has started.

6.How is my health information handled?
We take patient privacy seriously and handle protected health information in accordance with applicable privacy requirements. Also, if you communicate by phone or email about prescription-related matters, HIPAA does allow covered providers to share protected health information for treatment purposes using reasonable safeguards Measurements & Fit

7. How do I measure my pupillary distance (PD)?
You can measure your PD at home with the help of a friend and a ruler. While wearing your frame, mark the center of each pupil on the lens and measure the distance between the two marks in millimeters. Watch our Youtube videos to learn more. We also offer step-by-step guidance, so please feel free to call us if you need assistance.

8. What if my glasses don’t fit properly?
We pre-adjust frames before shipping to help support a comfortable fit. If you need additional help, we may be able to assist by FaceTime or video call to guide you through minor adjustments at home. In-person service may be available in limited cases for an additional fee, depending on location and availability.

Shipping, Production & Delivery
9. How long does it take to receive my glasses?
Production typically takes 7–14 business days after we receive your prescription and your frame (if using your own frame). Once your order is complete, it will be shipped to your address. Delivery time varies depending on your location and the shipping method selected.

Shipping charges are the customer's responsibility unless a free shipping promotion is offered. Shipping costs are calculated at checkout before you place your order.

10. Do you deliver nationwide?
Yes! We are based in Las Vegas, Nevada, and ship nationwide throughout the United States.Customers are responsible for applicable shipping charges unless otherwise stated. Shipping fees are shown before checkout, so you'll know the total cost before placing your order.For customers in the Las Vegas area, in-person delivery or appointments may be available by appointment, depending on scheduling.

11. How can Samantha help me shop at RDME5? Samantha is our AI virtual customer service assistant, available 24/7 to make shopping easier. She can help you: Understand different lens options, including single vision, bifocals, trifocals, progressives, computer lenses, blue light, photochromic, and polarized lenses. Explain lens materials, coatings, and available upgrades. Guide you through the ordering process step by step.

Help you find information on our Price List, FAQ, Eyewear Tips, Order Request, and Upload Prescription pages. Answer common questions about prescriptions, PD (Pupillary Distance), shipping, production time, and our policies. Direct you to contact us if you need personal assistance.

If Samantha is unable to answer your question or you need personalized assistance, please contact Rosela at (702) 500-1520 or email [email protected]. We're happy to help.

12 What is your return, refund, re-style, and warranty policy?

30-Day Return, Refund, Restyle & Prescription Change
Within 30 days of delivery, you may request a return, refund, one-time restyle, or prescription change. Prescription changes require a copy of your updated prescription from your eye doctor. All requests are subject to review and approval.

60-Day Limited Warranty
Your lenses are covered by a 60-day limited warranty against manufacturing defects in materials or workmanship, beginning on the date your order is delivered. This warranty does not cover accidental damage, misuse, improper handling, unauthorized repairs, scratches from normal wear, loss, theft, or normal wear and tear.

Shipping
If the issue is due to our error or a manufacturing defect, return shipping may be covered by us. For approved restyles or non-defect returns, the customer is generally responsible for return shipping costs.If you have any questions or concerns, please contact us. We will do our best to provide a fair and reasonable solution.

13. What items are non-refundable?
“Custom prescription lenses, custom optical products, used or damaged items, altered or incomplete items, final-sale items, gift cards, shipping fees, and customer-submitted errors may not qualify for a refund unless otherwise required by law or approved by RDME5 Eyewear.”

14.How long do refunds take?
“Approved refunds are typically processed within 5–14 business days after the returned item has been received, inspected, and approved. Processing times may vary depending on your bank or payment provider.”

15. Which Form Should I Use?
General Inquiry Form
For general questions, product information, pricing questions, appointments, or customer support.
Order Request Form
For prescription eyewear orders, lens replacement requests, prescription uploads, and custom eyewear services.
Return Request Form
For returns, exchanges, prescription remakes, warranty concerns, damaged items, or other order-related issues.
Complimentary Visit Request Form
For frame adjustments, basic fitting checks, measurement confirmation, delivery coordination, and complimentary eyewear-related assistance within the Las Vegas, Nevada area.

16. Do glasses come with a case and lens wipe?
A case and lens wipe may be included with select orders, depending on the product and packaging available at the time of shipment.

17. Do you offer lens upgrades?
Yes! We provide lens enhancements like anti-reflective coatings, blue light filters, Transitions lenses, and more. You can add these during your consultation or while placing your online order.

18. Can you decline certain services?
We reserve the right to decline service when necessary for safety, policy, or operational reasons, consistent with applicable law.

19. Order Review & Confirmation
After your order is placed, RDME5 Eyewear will review your prescription details, lens selection, measurements, and product availability before final processing. If we need clarification, we may contact you by phone, video call, or in-person visit when necessary. Once your order is reviewed, you will receive an order confirmation and updates regarding processing and delivery.

Support & Contact
20. Who can I contact if I have more questions?
You can reach us by email at [email protected], Call Rosela at 1-702-500-1520. We’re happy to help with any questions about frames, lenses, orders, or your vision needs.