FAQs

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Creating a DITTO
A DITTO is a video of your face we record from your webcam so you can virtually try on eyewear to see how they fit on you!
Create your DITTO What is a DITTO?
Creating a DITTO
How do I create my DITTO?
Creating your DITTO is easy!

• Click the ‘Start Recording Video’ button
• Align your face with the on-screen guide, then turn your head from left to right and back to the center.
• Click ‘Continue’.
• Now take a standard sized card (like a credit card or ID) and hold it against your forehead.
• When you’re ready, click ‘Take a Picture’.
• Create your account to save your DITTO
Where can I access my DITTO?
You may view your DITTO at any time, on any device, by clicking the ‘My Shop’ button at the top of the page or by switching to ‘DITTO View’ on any product page.
If I create a DITTO, will it be saved?
When you create an account or login through Facebook, your DITTO is automatically saved for immediate and future use. If you are not logged in, your DITTO will be saved on the website while you are using it, but will no longer be available the next time you visit the site. We encourage you to create an account so we can save your DITTO for future use. Click the Sign In button on the top right of the screen to create an account. Note that we keep your DITTO private unless you choose to share it with your friends.
Can I create more than one DITTO?
No, but you may recreate your DITTO as many times as you’d like to make sure it’s absolutely perfect.
What's a webcam, and where can I get one?
A webcam is a camera device integrated with, or connected to, your computer. It functions as a live video recorder and is used to create your DITTO so you can virtually try on glasses. Webcams usually cost between $20 and $50 and can be bought at nearly any electronics retailer.
What are some tips to make a great DITTO?
1) Make sure you have even lighting on your entire face. Facing a window is a great way to get nice, natural light on your face. Good lighting helps us detect your features more accurately and will give you better information about the coloring of the glasses on your face.
2) Turn smoothly and slowly from side to side. This helps us detect your features accurately and gives you a nice range of motion when you are viewing your DITTO later.
3) Look into the webcam when you are turning side to side. This way your DITTO won’t be looking down.
4) Smile!
Shipping
Unlike many other websites that have special rules and lots of fine print, DITTO offers free shipping on all domestic orders, with no minimums or exceptions.
Shipments tracking
Enter your Tracking Number:
Shipping FAQs
How can I track the shipment of my order?
Just enter the tracking number you received in your shipment confirmation email into the corresponding "Track Your Package" tool above.
How long will it take my glasses to arrive?
You should receive your glasses within 7-10 business days from the date of purchase.
However, if we need to call your doctor to get your prescription, if we received incomplete prescription information, your order is being shipped internationally, or if we just need more clarification to process your order, it might take a few extra days. We generally follow up with you via email if we have questions, so please watch your inbox.
Where do you ship orders?
Currently, we ship orders to all 50 states serviced by the United States Postal Service and most international locations serviced by USPS Priority Mail Express International Service. Please refer to our International Shipping Terms & Conditions for more information.
How much do I pay for shipping?
Standard domestic shipping is FREE, and we’ll ship internationally for only $50 USD! *

* Excluding Afghanistan, Argentina, Belarus, Brazil, Burma, Cote D'Ivoire, Cuba, Cyprus, Congo, Congo, the Democratic Republic of the, Eritrea, Fiji, Haiti, Iran, Islamic Republic of, Iraq, Kazakhstan, Kyrgyzstan, Lebanon, Liberia, Libyan Arab Jamahiriya, Monaco, Myanmar, North Korea, Russian Federation, Somalia, Sri Lanka, Sudan, Syrian Arab Republic, Venezuela, Viet Nam, and Zimbabwe.
How does international shipping work?
INTERNATIONAL SHIPPING TERMS & CONDITIONS

We offer flat-rate international shipping via USPS Priority Mail Express International Services for $50. Most packages arrive within 7-10 business days, but international shipments are often subject to Import Fees (see below), which vary by country and can delay delivery. Also, add a few days delivery time to South America and Mexico.

Items in your order that are designated for shipment to countries outside of the U.S. may be subject to taxes, brokerage, customs duties and fees levied by the destination country ("Import Fees"). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees.

All product prices displayed are exclusive of all Import Fees. As the recipient, you are liable for all Import Fees levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival. These Import Fees are entirely beyond our control, and we are unable to advise the cost for these fees.

If you refuse a shipment from DITTO, you are responsible for the original shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to DITTO. This amount will be deducted from your merchandise refund. If this amount exceeds the value of the merchandise refund, you will be charged the difference. Please email your shipping and handling questions or comments to support@ditto.com or call Customer Service at 1-855-264-3808.

These terms and conditions are in addition to the standard Terms of Use of the DITTO website. Pursuant to those terms, title and risk of loss for the items transfer to the recipient upon delivery to the common carrier in the United States.

SHIPPING RESTRICTIONS

DITTO complies with specific shipping restrictions determined by international trading regulation, as well as those contractually set by our vendors. Prices may vary by country on select products. Select brands, such as Oakley, Original Penguin, Raen and Vera Wang, have vendor-imposed regulations, restricting them from shipping outside the USA.

If you add one of these items to your cart and your shipping destination is international, you will be prompted to remove it before proceeding. If you wish to continue with the purchase, you will need to change the destination address to one in the US.

Currently, due to import and export rules and regulations, we are not able to ship any prescription lenses internationally.

RETURNS AND EXCHANGES

We offer a no hassle, 30-day return policy from the day we ship your order. It’s simple: to make a return, email support@ditto.com and include your name and order number. We’ll email you return instructions within one business day.
Returns & exchanges
We offer a no hassle, 30-day return policy from the day we ship your order. We’ll even pick up the tab for return shipping in the U.S. It’s simple: to make a return, email support@ditto.com and include your name and order number. We’ll email you the return label.
Returns & exchanges FAQs
Do you accept returns on prescription glasses too?
Yes! We accept returns even after we make custom prescription lenses for you. We are dedicated to making your experience amazing, so if your purchase isn’t absolutely perfect for any reason, just send them back and we’ll take care of you.
I returned my glasses to you within the 30 day return policy - what happens next?
You should expect to see the funds appear on your credit card statement within 5 business days of us receiving your glasses.
Can I exchange the glasses I bought for a different pair?
If for some reason the glasses you bought are not working out, you may exchange them for a different pair within 30 days of the purchase date.
My lenses are scratched. what should I do?
While all of our lenses come with anti-scratch coating, it doesn't mean they are indestructible. Should your lenses get scratched within one year of purchase, we will happily replace them for 50% off. Shipping is free both ways.

To have your lenses replaced, please, email support@ditto.com and include your name and order number.
What if my frames break?
We offer a one-year warranty on manufacturer defects. Email support@ditto.com and include your name, order number and a brief description of what's wrong with your glasses. Our exceptional customer service team will follow up with you as soon as they can.
Payment & insurance
We accept all major credit cards, debit cards, health savings account cards and flexible spending account cards.
Payment & insurance FAQs
Do you accept insurance?
We accept health saving account (HSA) and flexible spending account (FSA) cards as well as Superior Vision insurance providers. HSA and FSA cards perform just like a credit card and can be entered during checkout. If you have Superior Vision insurance, a page during checkout is dedicated to helping you enter your insurance information and account for your specific benefits. If your insurance type does not fall into either of these categories, many customers are able to obtain reimbursement for some or all of their prescription eyewear costs by using DITTO as an out-of-network provider.
How do I use DITTO as an out-of-network insurance provider?
DITTO is acknowledged as an out-of-network provider by most major vision insurance companies including AARP, Blue View Vision, Davis Vision, Humana, Spectra, EyeMed Vision Care, United Healthcare, and VSP. Each insurance provider is different, but most of them have a short form you fill out which can be found here. Along with the form, you will need the detailed receipt that DITTO provides with your purchase. If you have additional questions, please ask us. We will be happy to help you out.
What is a flexible spending account?
A Flexible Spending Account (FSA) is a banking account that lets employees set aside pre-tax money from their paychecks to spend on healthcare expenses not paid for by their current insurance policy. If you have a FSA, you can make qualified purchases on your FSA debit card.
What can I spend my flexible spending account funds on?
You’re eligible to purchase both prescription eyeglasses and prescription sunglasses using your FSA. The only products we sell that you can’t use your FSA on are non-prescription optical glasses and non-prescription sunglasses.
How long do I have to use the funds in my flexible spending Account?
If you don’t spend all of the money you’ve put in your FSA for the year, you lose the money. Most FSA plans end at the end of the year on December 31, but some plans offer a grace period until March of the following year. Please check with your health insurance company to find out the terms of your plan.
What is a health savings account?
A Health Savings Account (HSA) is a banking account that lets employees who are covered under a high deductible health plan (HDHP) or their employers set aside pre-tax money on qualified healthcare expenses. If you have a HSA, you can make qualified purchases on your HSA debit card.
What can I spend my health savings account funds on?
You’re eligible to purchase both prescription eyeglasses and prescription sunglasses using your HSA. The only products we sell that you can’t use your HSA on are non-prescription optical glasses and non-prescription sunglasses.
How long do I have to use the funds in my health savings Account?
The good news about Health Savings Accounts is that they rollover from year to year. They even carry over if you change employers.
Lenses & prescriptions
We are proud to offer you a simplified selection of the best prescription lenses on the market. These are premium lenses with high-quality anti-reflective and anti-scratch coatings and 100% UV protection. Due to government regulations, we cannot offer prescription lenses outside of the U.S. at this time. *
* Please refer to our International Shipping Terms & Conditions for more information.
Lenses FAQs
What material is used in your lenses?
Our standard 1.59 lenses are made from polycarbonate, which are far thinner and lighter than traditional plastic (CR-39) or glass lenses. Polycarbonate is the most impact-resistant material available and offers 100% UV protection.
For stronger prescriptions or customers wanting thinner lenses, we offer 1.67 polyurethane optical and prescription sun lenses. These are thinner and lighter than our standard lenses.
Don’t plastic lenses scratch?
Our 1.59 polycarbonate and 1.67 polyurethane lenses are ultra durable, but we still add a anti-scratch coating to kick up the protection at no additional cost to you.
Do you offer lens coatings?
All of our optical lenses are coated with a premium anti-reflective “no glare” coating and an anti-scratch coating. We never liked how some doctors and stores make you pay extra for coatings so we included them at no cost to you.
What kind of lenses do you use in your sunglasses?
We are able to add polarized prescription and non-prescription lenses to most of our sunglasses. All of our polarized lenses are 100% UVA/UVB protected and scratch resistant. Polarized lenses cut down on the glare caused by reflected light (from snow, water, or the road). They protect your eyes and help you see clearly. You can select either your non-prescription or prescription polarized lenses on the Try-On page or during checkout. Non-Prescription Polarized or Polarized Single Vision Rx
For most of our sunglasses, we offer the option to add brown, grey, or G15 (green) polarized lenses. We can add non-prescription polarized lenses to most of our sunglasses for $50 and we also offer Polarized Single Rx 1.59 polycarbonate lenses for $80. If your Rx requires thinner lenses, we also offer Polarized Ultrathin Rx 1.67 polyurethane lenses for $169.
DITTO also offers RX Progressive No-Line Bifocal Lenses as an option for your new shades. We offer Polarized Rx Progressive 1.59 polycarbonate No-Line Bifocal lenses for $199 and Polarized Ultrathin Rx Progressive 1.67 No-Line Bifocal lenses for $269.
What's the best way to clean my lenses?
The best way to keep your lenses clean is to rinse them with lukewarm water and mild soap, then pat dry with a paper towel. Be careful not to use hot water, which can warp the plastic frames.
Prescriptions FAQs
What's needed before I can purchase prescription glasses?
To order a pair of prescription glasses, have your valid prescription handy. If you don't have it, let us know your doctor’s contact information - we're happy to call your doctor to get your prescription. And don't worry - we'll follow up with you via email if we need more info about your prescription.
Do you sell prescription sunglasses?
Yes, almost all of our sunglass styles are available with prescription lenses. Just click the “+ Lenses” button on the product page to see the lens options we offer.
I don’t understand the values in my prescription. Can I send it to you instead of providing it online?
Sure! In fact, we prefer it so we can validate its accuracy. Just scan your prescription or take a picture of it and attach it to an email addressed to support@ditto.com. Or you can also give us your eye doctor's contact information and we'll take care of the rest.
Can you fill strong prescriptions? Do you offer high index (ultra-thin) lenses??
We offer high index prescription lenses in all glasses we sell, however, we do not offer high index prescription lenses in our Endless Eyewear program. We offer ultra-thin, 1.67 high index lenses for $89 and 1.67 high index progressive no-line bifocal lenses for $189. If your prescription contains a sphere value of -12 to -6 or +4 to +6 or if your prescription contains a cylinder value of -2 to -4 or +2 to +4, then we recommend adding high-index lenses to your order during the checkout process.
Do you offer progressive lenses?
We offer progressive lenses in all glasses we sell, however, we do not offer progressive lenses in our Endless Eyewear program. We offer 1.59 regular polycarbonate progressive, no-line bifocal lenses for $149 and 1.67 high index polyurethane progressive no-line bifocal lenses for $199. Both of these lenses are coated with an anti-reflective “no glare”coating and an anti-scratch coating at no cost. These lenses are made of durable polycarbonate or polyurethane material that's lighter than traditional plastic or glass lenses, and offer 100% UV protection.
Can I buy non-prescription lenses?
Yes. We provide non-prescription lenses for all purchases, however, we do not offer non-prescription lenses in our Endless Eyewear program. Our non-prescription lenses are polycarbonate with 100% UV protection, anti-reflective “no glare” coating and anti-scratch coating.
What is pupillary distance? how can I get it measured?
Pupillary distance (PD) is the distance between the centers of your pupils, measured in millimeters. We use this measurement to effectively center your prescription in your lens. If your PD is not written directly on your prescription, it may still be on file with your doctor. If your doctor is unable to provide this measurement for some reason, we may be able to use your DITTO to measure PD. Contact customer service at support@ditto.com for more information.
How do I submit my eyeglass prescription?
You have three options for submitting your prescription. 1) You may enter it directly on the website during checkout; 2) Simply send us a copy via email; or 3) Give us your doctor’s contact information, and we'll be happy to contact the office directly. Please note that if you live in one of the following states, we are required to verify your prescription by either obtaining a copy of it (via email) or by speaking directly to your doctor: AK, AL, AR, AZ, CA, CT, FL, GA, HI, KY, MA,NC, NJ, NV, NY, OH, RI, SC, TN, VA, VT, WA.
Do you accept contact lens prescriptions for glasses?
Sorry, Charlie - contact lens and eyeglass prescriptions aren't interchangeable. Though the prescriptions may appear similar, they differ in strength. For your safety, we can't use your contact lens prescription to make your prescription lenses.
Frames
Frames FAQs
Are your frames available in different sizes?
Yes. Many of our glasses do come in multiple sizes. Create your DITTO to see which size fits best on your face.
Are your frames available in colors and/or sizes not listed on the website?
If there is a color or size not listed on the website, the frame manufacturer probably ran out of stock. We expand our styles, colors and sizes frequently, so please keep checking back. You can always chat with us to ask and we’ll see if there is anything that we can do!
Are we missing your favorite designer?
If there is a brand or designer you love that you don’t see, let us know by sending us an email at feedback@ditto.com. We'd love to hear from you.