Velora FAQ
Category 1: Order & Prescription
Reading your RX might seem like decoding a secret language, but it’s quite simple! Your prescription is divided into OD (Right Eye) and OS (Left Eye). Key values include SPH (Sphere) for nearsightedness/farsightedness, CYL (Cylinder) and AXIS for astigmatism, and ADD for reading support.
For a deep dive, check out our [Comprehensive Guide to Reading Your Prescription].
No. Contact lens prescriptions and eyeglass prescriptions are not interchangeable.
Because contact lenses sit directly on your eye and glasses sit about 12mm away, the required power is different. Always ensure you are using a prescription specifically written for Spectacles or Eyeglasses.
PD is the distance (in millimeters) between the centers of your pupils. This measurement is crucial because it tells our lab exactly where to place the "optical center" of your lenses.
If the PD is incorrect, you may experience eye strain or blurred vision. If your doctor didn't include it, don't worry—you can read our 5-minute guide to measure it in seconds.
It stands for Spherical or Diopter Sphere, which simply means that eye has no astigmatism.
When entering your order, you can leave the CYL and AXIS fields blank or select "0.00."
Yes! We are experts in high-power optics. We can fulfill most prescriptions up to a combined power of +/-10.00.
To keep your glasses lightweight and aesthetic, we highly recommend selecting our 1.67 or 1.74 High-Index lenses for stronger prescriptions.
Yes! If you have good vision and just want the Velora style, you can select "Non-Prescription" at checkout.
These are also a great choice if you want a pair of dedicated Blue Light Blocking glasses for screen use.
However, if you need a vision correction, we do not recommend ordering without a prescription.
Mistakes happen! If you notice an error after placing your order, please email us immediately at support@velora-glasses.com.
Every order is also manually reviewed by a certified optician. If we spot something that looks unusual or mathematically impossible, we will reach out to you before we begin production.
Yes! In fact, we recommend it. Use our "One-Click Upload" feature to send us a photo of your RX.
This allows our expert opticians to verify all the details, including any special doctor’s notes, to ensure your lenses are 100% accurate.
Category 2: Lenses & Frames
We provide three primary lens categories based on your vision needs:
- Single Vision: The standard choice for correcting one field of vision (either Nearsightedness or Farsightedness).
- Progressive Lenses: Multi-focal lenses that provide a seamless transition from distance vision at the top to reading vision at the bottom—with no visible lines!
- Non-Prescription (Plano): Perfect for those who want the Velora™ look or eye protection without any vision correction.
Yes! After choosing your lens type, you can enhance them with our professional treatments:
- Blue Light Blocking: Filters harmful digital glare—essential for heavy screen users.
- Photochromic (Transition): Lenses that stay clear indoors and automatically darken like sunglasses when exposed to sunlight.
- Premium Anti-Fog: A specialized coating that prevents your lenses from steaming up due to masks or temperature changes.
The "Index" refers to how much light the lens can bend. A higher index means a thinner lens. We offer 5 levels:
- 1.56 Index: Best for mild prescriptions.
- 1.61 Index: A great balance of thinness and value.
- 1.67 / 1.71 Index: Ideal for moderate to high prescriptions.
- 1.74 Index: Our thinnest lens, designed to prevent the "coke bottle" look for very strong prescriptions.
Generally speaking, the higher the refractive index of a lens, the thinner it is, making it more suitable for people with high prescriptions.
Ultra-thin 1.74 lenses can help prevent the discomfort caused by overly thick lenses.
If your prescription includes an "ADD" value, you likely need Progressive Lenses to see clearly at all distances (distance, computer, and reading).
If you only struggle with seeing far away or only with reading, Single Vision is your go-to.
Category 3: Shipping & Delivery
At Velora, we are committed to providing you with high-quality, precision-crafted eyewear. Because we specialize in custom prescription lenses, our processing time is longer than standard retail:
- Custom Optical Processing: Please allow 14 days for our optical specialists to precision-grind, polish, and quality-check your lenses before shipment.
- Delivery：Once your lenses have been finished, we will ship them to you via USPS, and they should arrive in about 4 days.
- Order Cut-off: Orders placed on weekends or public holidays will begin processing on the next business day.
Yes! We offer Free Standard Shipping on all orders over $30.
For orders below this amount, a $5 flat shipping fee will be applied at checkout.
No, we currently only ship to the United States. We plan to offer shipping to other countries in the future.
Please check with your neighbors or building management first.
If you cannot locate your package, please contact USPS Customer Service directly by calling their hotline, providing your tracking number, and requesting assistance with the investigation.
If your package is confirmed lost, please contact support@velora-glasses.com, and we will arrange for a replacement shipment.
Category 4: Returns & Refunds
If you are not 100% satisfied with your glasses within 7 days of delivery—whether it's the fit, the style, or the prescription—you are eligible for a one-time exchange or a return for a partial refund.
To start a return, simply email support@velora-glasses.com with your order number and a brief explanation of the issue.
Our team will provide you with a Return Authorization and instructions on where to send your glasses.
Please note that we do not accept returns or exchanges for custom prescription glasses (including personalized lens coatings and specific prescriptions). As these products are custom-made to your unique visual requirements, they cannot be resold.
Exceptions: If your custom glasses arrive defective, damaged, or with the wrong prescription due to our error, please contact us immediately at service@velora-glasses.com to evaluate the issue and make it right.
Category 5: Payment & Refund Processing
We offer a variety of secure payment options for your convenience. You can pay using all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay.
Every transaction is encrypted to ensure your personal and financial information stays 100% secure.
Once we process your refund, the time it takes to see the funds in your account depends on your original payment method:
- Credit Cards: Typically 3–7 business days (depending on your bank).
- PayPal: Usually within 24–48 hours.
- Digital Wallets (Apple/Google Pay): Often within 1–3 business days.
- Please note: International transaction refunds may occasionally take up to 10 business days due to currency conversion processing.
If the estimated time frame has passed and you still don't see your refund, we recommend contacting your bank or credit card company first, as it may take some time for them to officially post the transaction.
If they cannot locate the pending refund, please contact us at support@velora-glasses.com, and we will provide you with the ARN (Acquirer Reference Number) to help your bank track it down.
Yes, we accept most vision insurance plans including FSA and HSA.
However, it can only be used when purchasing prescription eyeglasses.