Q:I'm trying to order prescription lenses with prisms. I only need Horizontal prisms, so I choose "out" and enter the amount of 1.0. But I keep getting an error that says "Please choose the prism value." and I HAVE entered it. Vertical is n/a so there's nothing to enter, but it won't accept it. How do I place an order with only horizontal prisms? Thanks.

A:Please upload a photo of your prescription and also fill out a prescription that will pass without reporting an error. The processing staff will help you to fit your lenses based on your prescription photo

Q:My prescription was wrong, I have a new one. How do I get my lenses changed?

A:Dear Charlene North, Don't worry, our customer service is reaching out to you through email. You can send your new prescription to service@mooglasses.com.

Q:I placed an order and never received confirmation can you please help assist me. Thank you

A:Dear Becky McKim, Sorry,but I couldn't find your order. Could please tell me your order number so that I can check for you? Thank you.

Q:I keep putting in my CCard information and it keeps sending me back to checkout page. I put info in again and it goes back. I’ve been trying for a few days now and it continues to do the same. Please advise.

A:Dear Christine We have checked your issue. Please be assured that our payment system is safe. Could please use another CCard to try? We recommend you to pay directly in your unpaid order. No need to reorder. Please feel free to contact us if you have any question.

Q:My lens came out of frame.I cant get it into gide

A:Hi, you can press the lens in hard according to the shape of the frame

Q:Actually the prescription itself on my glasses is perfect. However, I paid extra for photochromic lenses in the purple pair of glasses. They are clear lenses. They do not darken in sunlight at all. What do I do in this situation? I need photochromic lenses because I am a professional driver. Catharics$23.95 Color: Purple Lens: Premium Progressive View Details $74.9 Lens Type: Photochromic Lens Tint: Photochromic Grey Lens Index: 1.56 Super Flex Aspheric

A:We are glad that you like our frames and are sure that our prescriptions are accurate. We have asked our customer service to contact you via "service@mooglasses.com" for the problem you mentioned. We will redo your glasses after confirmation.

Q:I would like to upload my prescription so I can order. I cannot figure out how to read this prescription

A:you can upload the photo you take so we can help you confirm the prescription or send it to our customer service email ，service@mooglasses.com，we will check it asap

Q:Hello, I placed my order on February 10, 2023 and I selected express shipping. It has been over a week and my items have not shipped. Please, when will they ship? Thank you.

A:It has been shipped ，please check it

Q:hi, Can you do -28 and -25 glasses?

A:Could you please send your prescription to our customer service email? Email: service@mooglasses.com

Q:What do the numbers on left arm piece mean? TK1009 54/16 195 60 Thank You

A:The numbers on the leg AA - BB - CCC-DD, AA: the width of the single side of the frame, BB: the width of the bridge, CCC: the length of the leg, all in mm. DD is meaningless

Q:Hi I haven’t ordered yet I just have a question about your glasses. I’m wondering if you have any that have “spring back arms”? Ty

A:Yes we have, You can filter the spring hinge in the feature, then you will find them

Q:How do I order a pair of prescription . The form seems to talk about progressive or bi focal. I just want simple reading glasses.

A:Step 1. Choose the Frame you like Step 2. Choose Reading ＆ Add your prescription Step 3. Follow the lens selection process Step 4. Check out ＆ Wating for your new reading glasses

Q:I sent wrong prescription- but I love the frames! What can be done for my stupidity?

A:You can leave a message directly or email to our customer service Email ：service@mooglasses.com

Q:how long to deliver to Edmonton Alberta Canada

A:Standard Shipping （14~21 business days） Advanced Shipping （10~16 business days） Express Shipping(5-10 business days)

Q:I sent a request on 1/27/23 please cancel this order. Thank You, Sabrina Burrell

A:Dear customer, please don't worry. We will cancel your order, thanks

Q:Please cancel this order it was just place on Jan 27,2023. thank you Sabrina Burrell

A:Dear customer, please don't worry. We will cancel your order, thanks

Q:do you ship to Canada

A:Yes！Please feel free to place your orders！We will serve you with our heart and soul

Q:I purchased a frame and I noticed the money is already taken out of my account. I never received confirmation on my order. Also, I was trying to reset my password but I didn’t know how. Please let me know if you received my order. Thank you, Sherrie Suehiro

A:Dear customer, yes, we have received your order. We have sent email to you about the account. If you not receive the email, please check your spam, thanks

Q:Hi My prescription is fine. I didn't see a catergory for my question. The glasses I ordered are bifocals. I wanted to know if the height of the reader can be lower. When I look out, Im seeing the line. Is it possible for someone to call me to expain better? Or do you have a customer service number. My number is 404-281-1188. Thank You

A:Dear customer, we have contact you with email. If you don't receive it, please check your spam.

Q:Hi, I have received my package and loving both the frames. out of my two glasses 1 is transparent frame has perfect vision but the another frame is giving me massive headaches and blurr vision, my vision is not stable and makes me dizzy. I am not looking for refund as I love the frame but looking for solution if possible. Looking forward to hear from you.

A:Dear customer, please don't worry. Could you tell us which pair is blurry? Could you please provide the photo wearing the uncomfortable frame to our email service@mooglasses.com? Thanks

Q:Hi, Can you update me on the status of my last order? Details are as follows. Your purchase details Transaction ID: 5GY36055WS390872D Merchant Transaction ID: 9TT41622VY841884C

A:Dear customer, we have checked your tracking information and it shows that your package has been delivered in your mailbox.Would you please check your mailbox first ?And please don't worry, we promise that we will solve your problems. If you didn't find them in the mailbox, would you please contact the local USPS office first? If they also can not find your package, would you please get a statement from USPS to state that you have not received the package?And Please take a photo of the statement and attach it in the email.Please contact us as soon as possible.We are looking forward to your feedback.

Q:It’s my fault but I ordered w wrong prescription- is there anything I can do???

A:Dear Julie farley, could you pleases provide the prescription for our email？The email address is service@mooglasses.com. We will check it for you, thanks for your understanding and support.

Q:Update please

A:off course sir

Q:First of all, you did NOT give me the wrong frame...my question is....am i able to push the nose rods back a little for comfort? I want to do it but, I don't wanna break them! I just got them today!!! The nose rods are gold btw....and they look great!!! Gonna buy some more!!!

A:Wow!! Thank you for your surprise ，and glad to see that you like the glasses，the word make us smile on face ，sincerely thank you again. Frame Linnea has adjustable nose pad ，you can adjust the nose pad softly until you feel comfortable. Mooglasses is always at your service.

Q:I'd like to check the status of these glasses. I ordered 3 weeks ago and it's saying they still haven't been shipped. Please cancel the order if they were not processed yet. Thank you.

A:Dear custmor, we are sorry. We have dispatched your order today. Sorry to have kept you waiting for so long, we sent you a gift. Thanks for your understanding and support.

Q:Trying to get the buy one get one free but having problems

A:Dear customer, please don't worry. we will help you. You should choose two pairs or more. 2nd Frames Free ＆ Lenses 15%off. Please use Code：2023. If you have question, please contact with service@mooglasses.com, thanks

Q:I am trying to use the new customer $11.11 deal, but the code will not work. Please help

A:Dear customer, we have saw that you made an order. So you cannot use the new customer $11.11, thanks

Q:You stated "Dear customer, we send your order status for mail，please check it". I status is still showing same and no emails have been received. Please update me

A:Dear customer, we have finished and dispatched your order. We will send the tracking number to you by email. If you not receive email, please check your spam, thanks.

Q:Just wanting to know if these bifocals can be made as readers only. With clear on top and 2.75 on the bottom. Thank you.

A:Dear customer, yes, we can do it. Please leave ADD +2.75 without prescription. If you make order, please send the order number to us, we will check it for you.

Q:It’s the wrong prescription on both pair in order… not even close (but sure love the frames!!!) thanx for the help

A:Dear customer, please don't worry. We have sent email to you, please check it. If you do not receive it, lease check your spam, thanks