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?
At this time, we specialize in prescription lenses and eyewear services. Contact lenses are currently not available.”

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 frame selection. Shipping time varies depending on your location

10. Do you deliver nationwide?
Yes! We are based in Las Vegas but offer shipping across the U.S.
In-person delivery or appointments in Las Vegas may be available depending on scheduling

11. What is your return or refund policy?
Returns, Prescription Changes & Warranty
We offer a 30-day restyle or return period, a 60-day prescription change policy for updated prescriptions from your eye doctor, and a 90-day limited warranty for manufacturing defects. All policy periods begin on the date your order is marked as delivered. If you experience an issue with your order, please contact us. We will do our best to work with you toward a reasonable solution. All requests are subject to review and approval.

30-Day Restyle or Return
If you are not satisfied with your eyewear, please contact us within 30 days of delivery. We may offer a restyle exchange or return, subject to review and approval.
60-Day Doctor Prescription Change
If your eye doctor changes your prescription within 60 days of the date of your eye exam, please contact us. We may offer a lens remake based on the updated prescription and our review of the order. Requests made more than 60 days after the date of the eye exam may not qualify.
90-Day Limited Warranty
Your eyewear is covered by a 90-day limited warranty against manufacturing defects in materials or workmanship. This warranty does not cover accidental damage, misuse, improper handling, scratches from normal wear, or normal wear and tear. Shipping,

Refunds, Restyle, Prescription Changes & Warranty
If the return is due to a manufacturing defect or order error, return shipping may be covered by us.
For restyle requests or non-defect returns, the customer may be responsible for return shipping. Approved returns may be eligible for a refund, exchange, or store credit, depending on the product condition and reason for return. Refund eligibility is subject to inspection and approval, and partial refunds may apply in certain cases.
“Restyle” refers to a one-time exchange for a different frame style or comparable replacement option. Restyle requests are generally handled as an exchange rather than a refund, unless otherwise approved. Prescription changes requests require a copy of the updated prescription from your eye doctor.
Additional measurements may also be required if not included on the prescription. Our limited warranty covers manufacturing defects in materials or workmanship only. The warranty does not cover accidental damage, misuse, improper handling, unauthorized repair or adjustment, scratches from normal use, loss, theft, or normal wear and tear.

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] or call us directly at 702-574-7454 or 702-601-2646
We’re happy to help with any questions about frames, lenses, orders, or your vision needs.