Insurance Troubleshooting | Login Issues, Cancellations & Returns

We want your insurance experience to be as smooth as possible. If you run into a technical glitch, need to change an order, or want to make a return, here is how to handle it.

1. Having Trouble Logging In?

If the system isn't recognizing your information when you try to link your vision benefits, please verify the following:

• Check Your Member ID: Most insurance member ID numbers are exactly 9 digits long and must be entered without any spaces or dashes.

• Try the Recovery Link: You can click the "Forgot your member ID" link on the login portal to retrieve your details directly from your provider.

🔒 An Important Note on Account Access: Because your insurance portal is a secure, private medical account, our customer care team does not have access to your insurance company's internal login system. We cannot see passwords, reset accounts, or see what error is blocking the login on their end.

If your information is correct and you still cannot see your benefits, the best and quickest solution is to contact your insurance provider directly to verify your portal access.

2. Forgot to Use Insurance / Retroactive Changes

Can I retroactively apply my vision benefits to an order I already placed?

Unfortunately, once an order is finalized and submitted to our optical laboratory, we are unable to retroactively apply insurance benefits or change the payment method to your provider.

• The Workaround: Don't worry, you can easily fix this! You can cancel your current order, which will immediately reset your cart so you can place a new order using your insurance correctly.

• How to Cancel: Simply fill out our quick Cancellation Form. (Note: The page is labeled "Exchanges & Returns," but it processes immediate order cancellations perfectly too!)

3. Transferring Benefits to Dependents

Can I use my vision benefits to buy glasses for a family member or dependent?

No. Every insurance member has a unique, individual member ID. Vision benefits are non-transferable and can only be used to purchase prescription eyewear for the specific person listed on that insurance profile. Any adjustments, dependent updates, or policy changes must be handled directly through your insurance carrier.

4. Returns & Exchanges for Insurance Purchases

We want you to love your glasses! If you need to send back an item that you purchased using your vision benefits, our standard return policy still applies, with a few custom conditions:

• The 3-Return Rule: You can return an item up to three times. The first two times are eligible for an exchange or a refund. If you choose to return the item a third time, that order will only be eligible for a refund and a complete restoration of your insurance benefits.

• Free Return Shipping: We are happy to provide you with a pre-paid shipping label to make your return completely free.

• Out-of-Network Claims Warning: If you are processing an out-of-network claim yourself, please ensure you select "Out of Network" on your insurance company's manual claim form when submitting your official itemized receipt.

Tip: Need more help? Click 👉 here to chat with our Customer Care team.