Frequently Asked Questions
Welcome to the PHANEO Help Center. If you need further assistance, contact us at support@phaneo.com.
How do I read or upload my optical prescription?
During checkout, you can upload a photo of your prescription directly, or enter your optical parameters manually. Please ensure your prescription is not expired (typically valid for 1–2 years from your eye exam) and includes your Pupillary Distance (PD).
What is Pupillary Distance (PD) and how can I measure it?
PD is the distance (measured in millimeters) between the centers of your pupils. It is crucial for aligning your custom lenses precisely with your visual center. If your doctor did not write it on your prescription:
- Hold a millimeter ruler flat against your forehead directly under your eyes.
- Align the "0" mark with the center of your left pupil while looking straight into a mirror.
- Read the millimeter mark directly in line with your right pupil.
- Repeat 3 times to ensure accuracy. Most adults have a PD between 57mm and 68mm.
Can I use my contact lens prescription for ordering glasses?
No. Contact lens prescriptions are calculated differently because the contacts sit directly on your eyeballs, whereas glasses frames sit slightly away from your eyes. Please only use a valid, dedicated spectacle prescription.
Who makes PHANEO glasses?
We do. Unlike typical online retailers that outsource production to third-party brokers, PHANEO operates as a fully integrated, technology-driven manufacturer with an integrated factory and R&D team established in 2013[cite: 1]. Every frame is designed, synthesized, and hand-polished in our state-of-the-art facility, and every lens is custom-surfaced and calibrated by our certified ophthalmic technicians.
What materials do you use for your frames?
We utilize premium, bio-compatible materials developed by our in-house R&D team[cite: 1], including:
- Hypoallergenic Acetate: Sourced and processed for deep luster, rich color patterns, and rich tactile feel.
- Ultra-lightweight Titanium: Perfect for daily comfort, maximum structural elasticity, and corrosion resistance.
- Eco-friendly TR90: Flexible, durable, and exceptionally light for active lifestyles.
How much does shipping cost?
We offer global standard shipping to our primary destinations.
- Orders over $49.00: FREE Standard Shipping (automatically applied at checkout).
- Orders under $49.00: A flat standard shipping rate of $4.95 (US) or $5.95 (Other regions).
- Express Shipping (DHL/FedEx): Fast-tracked shipping is available worldwide for a flat fee of $21.95–$29.95 depending on destination.
How long will it take to receive my glasses?
Because we craft each custom prescription individually in our specialized lab, your delivery time consists of Processing (Lab Crafting) + Shipping:
1. Lab Processing Time:
• Frames Only / Non-Prescription: 1–3 business days.
• Single Vision Prescription Lenses: 3–5 business days.
• Bifocal / Progressive Lenses: 5–8 business days.
2. Shipping Transit Time:
• Standard Shipping: 9–14 days (US) or 12–18 days (UK, Europe, CA, AU).
• Express Shipping: 5–9 days globally.
What is your return policy if I don’t like the style or fit?
We want you to love your look. We offer a 30-Day Hassle-Free Policy starting from the day your package is delivered:
- Option A (One-Time Free Exchange): If the style or size isn’t perfect, we will issue you a 100% store credit or ship a replacement frame of equal value entirely for free.
- Option B (Partial Refund): Since prescription lenses are custom-made medical devices that cannot be reused, we will issue a 50% refund of the product price back to your original payment method.
Do you offer a manufacturer warranty?
Yes. Since we control our factory production lines[cite: 1], we back our craftsmanship with an industry-leading 365-Day Manufacturer Warranty. This covers any structural defects in the frame materials, hinge mechanisms, or unexpected coating degradation. This warranty does not cover scratches caused by daily wear and tear or accidental breakage.