Frequently Asked Questions 

The following FAQ's applies to Shopko Optical, except for the portions of the Site which are operated by our retail partners and subject to their own privacy statements.

 

What browsers does your site support?

Currently, our site supports Internet Explorer 9 and newer, Mozilla Firefox, Chrome, and Safari. If you have trouble viewing or reaching our site, please email us at service.eyecare@shopko.com. Please provide as much detail as possible.

 

Why didn't I receive my order confirmation email or shipment confirmation email?

Please make sure to set your SPAM filter to allow emails from our site (service.eyecare@shopko.com).

 

Where are my glasses made?

All of our lenses are processed in the United States. Our 30,000 sq. ft. state-of-the-art optical lab located in DePere, Wisconsin. In addition to supporting our web sales, our lab services 142 retail Eyecare centers. We process all Shopko eyeglass orders including the application of Teflon anti-reflective coating. Our customers can count on the absolute finest craftsmanship, quality and prompt delivery of our eyewear each and every time

 

What is your Satisfaction Guarantee?

We want you to be 100% satisfied at Shopko Optical. If you don’t love the level of service, product selection, or our prices, tell us and we will cheerfully refund your money. This guarantee is valid for 90 days from you order date.

 

How do I provide customer feedback?

Shopko Optical strives to maintain the highest level of customer service by keeping careful track of all of our customer's comments and concerns.

If you would like to offer a comment or concern about Shopko Optical, please contact our Customer Service Department by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com.

 

What information do I need to order my Eyeglasses?

An eyeglass prescription is made up of specific data which we require to fill your order. This information is available from your optometrist. Eye care professionals are required to provide you with a copy of your eyeglass prescription. A copy of your eyeglass prescription can be e-mailed, faxed, or uploaded during the ordering process. If you do not have a copy of your eyeglass prescription simply provide your eye doctors information during the ordering process and we would be happy to contact your doctor for you!

 

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What if I don’t have my PD?

Your PD is the distance, in millimeters, between the centers of your pupils.

This is important so we can position the lenses correctly in your frames.

 

You may ask your doctor/retailer for your PD from their files or they can take the measurement for you.

Typical PD’s for adults are between 54mm and 66mm.

NOTE: New York State residents must have their PD measured by a doctor or licensed optician.

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* Return Process:

How can I return or exchange a product?

At Shopko Optical we want you to be 100% satisfied with your product. If you don’t love the level of service, product selection, or our prices, tell us and we will cheerfully refund your money. This guarantee is valid for 90 days from your order date.

If you wish to return your eyeglasses simply send your glasses back with the case and packing slip and your return will be processed within 14 days.

Address the return package as follows:
Shopko Optical Manufacturing
c/o Eyeglass orders
1450 W Main Ave
DePere, WI 54115

Please use the return label provided on your packing slip to ensure timely processing of your order.

For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in case the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Please be sure that your Packing Slip is included inside the package you are returning. Note that it can take up to 6 weeks to complete the processing of your return (i.e., you send us the package, we credit you for your return, your credit card company reflects your credit, etc.).

Shipping and Handling charges are not refundable.

Also for your convenience returns will be accepted at any Shopko location near you.

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How do I cancel an order?

Shopko Optical seeks to maintain high standards of customer satisfaction. If at any time before your order has been shipped you become uncomfortable with your order you may cancel the order. Once your order has been shipped, we regret that we can no longer cancel your order. If there is a problem with an order that has already been shipped you will have to refer to our Returns and Exchanges Policy in order to complete your transaction. In order to cancel an order, simply contact us by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com and our Customer Service Representatives will assist you in making whatever changes you need.

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How do you ship your products?

We use USPS Priority Mail as our standard shipping method. As requested, we also ship some packages by UPS Next Day Air and USPS 2nd Day Air Mail, although these services are not available for all regions. During the Checkout Process you can select from a range of shipping options available for your region. If you have any additional questions about shipping methods and pricing, you can contact our Customer Service Department.

 

Shipping Method

Shipping Time*

Cost

USPS 1st Class Mail

1-7 Days

FREE

UPS 2nd Day Air

2 Days*

$16.00

UPS Next Day Air

Next Day

$28.00

* Shipping Time displayed above represents the time after dispatch from our optical lab as advertised by USPS.

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Shipping Restrictions

Most items at Shopko Optical can be shipped to all 50 states. However, there are a few restrictions:

UPS will not ship to P.O. Boxes

We do not ship to APO and FPO addresses

We do not ship internationally, nor do we ship to U.S. Protectorates, Puerto Rico, Guam, or the Virgin   Islands

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How long after I order my eyeglasses can I expect to receive my order?

The production time for your eyeglasses includes several factors: the order options selected, if your prescription is complete, and when you place your order.

Because all of our eyeglasses come with custom manufactured lenses most orders will be produced within 2-3 business days after your prescription has been verified. Orders received between 3:00 PM (CST) on Friday and 11:59 PM (CST) on Sunday will be processed the next business day.

Your glasses should arrive between 3-10 business days (including 1-4 for shipping). You may expedite your order by choosing alternate shipping options. Please contact us by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com with any questions concerning the production and shipping time of your order.

Remember, if you choose to have optical.shopko.com validate your prescription, or the information is not complete, an extra day may be added to the production time of your eyeglasses. You will receive a shipment confirmation email when your order has been shipped from our lab.

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What if my package is damaged when I receive it?

At Shopko Optical we guarantee that you will receive exactly what you specified in your order and confirmed by your eye doctor's prescription. We guarantee that all eyeglass orders will be delivered free of any manufacturer defects or we will replace them at no additional cost. If the package and eyeglasses are damaged simply return the original package to be reprocessed.

Address the return package as follows:
Shopko Optical Manufacturing
c/o Eyeglass orders
1450 W Main Ave
DePere, WI 54115

 

If your package is not exactly as ordered when you receive it, contact our Customer Service Department by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com. Our customer service professionals will assist you and do whatever it takes to make things right.

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How do I track my order? 

You may check the status of your Shopko Optical order by utilizing the tracking information you will receive when your order ships.

If you cannot locate your order contact our Customer Service Department by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com.

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Do you ship internationally?

At this time we do not ship internationally.

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Do you ship to APO or FPO addresses?

At this time we do not ship to APO and FPO addresses.

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Does Shopko Optical charge tax?

Yes, tax charged is applicable to the state your eyeglasses are shipped to.

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What are my payment options?

We accept the following credit cards for payment:

  • Visa
  • Master Card
  • Discover Card
  • American Express

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How do I care for/clean my eyeglasses?

Proper care of your eyeglasses will increase your comfort and extend the life of your eyewear.

When not wearing your eyewear, keep them in their case. To avoid scratching, do not lay them face down.

Use both hands when removing your eyewear to maintain proper alignment.

Clean lenses with warm water and soap with no additives. Additives can leave deposits on lenses.

Anti-reflective lenses require additional care to ensure your satisfaction

  • Shield brand lens cleaner is recommended
  • Dry lenses with a soft, lint-free cloth. Never use paper towels or other abrasive paper products.
  • Avoid getting chemicals such as hair spray, cologne and household chemicals on the surface of your lenses.
  • Do not leave your eyewear in the sun or in hot vehicles. Excessive heat can damage your frame and lens coatings.

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Will my optical insurance plan pay for my eyeglasses?

Every insurance plan is different. If your plan covers eyeglasses, please submit the paperwork (packing slip) you receive with your eyeglasses along with your proof of purchase to your insurance provider for reimbursement.

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Is it safe to use my credit card on line?

Yes, it's extremely safe. Our e-commerce system uses SSL (Secure Sockets Layer) - the industry standard for encryption technology. It is used to create a secure transaction environment for commerce on the Internet. If your browser and local network support the use of encrypted data transmissions, our Secure Checkout mode locks all information (i.e.: your credit card number) passed from you to Shopko Optical in an encrypted envelope, making it extremely difficult to be intercepted by an unauthorized party. SSL technology is compatible with Netscape, Internet Explorer, AOL, Web TV and most other browsers.

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When will my credit card be charged?

Your credit card will not be charged until the product is shipped. This means that although we will accept and verify your card number when you place an order, the charge will not be applied to your bill until the product actually leaves our optical lab. Other retailers might charge you immediately, but Shopko Optical does not believe that you should be charged until the product you have ordered is on its way to you.

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Do I need a copy of my prescription to order eyeglasses?

No, although Shopko Optical requires a valid prescription for all eyeglass orders. if you do not have a copy of your prescription simply provide your eye doctors information during the ordering process and we would be happy to contact them for you to verify your prescription.  If you do have a copy you may fax, e-mail, or upload a copy of the prescription during the ordering process for verification. NOTE: New York State residents must have their PD measured by a doctor or licensed optician.

Don't Forget - Federal Law now requires your eye care provider to release a copy of your prescriptions. This allows you to take advantage of our low prices. Make sure to get a copy of your prescription, it belongs to you.

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How do I know if my prescription is valid?

Most prescriptions are valid for one or two years depending on the state. Shopko Optical is an advocate of proper eye health and encourages all its customers to receive regular eye examinations. If your prescription is expired a customer service representative will remind you to visit your care provider for an exam and to receive a new or updated prescription.

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How does prescription verification work?

During the registration process you will provide us with the name and phone number of the issuing authority and allow us to contact them and verify the validity and accuracy of your prescription information.

Don’t forget - federal law now requires your eye care provider to release a copy of your prescriptions. This allows you to take advantage of our low prices.

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Why can’t I order bifocals or progressive power lenses?

The position and fitting of multifocal lenses is critical to your satisfaction. We highly recommend that glasses with multifocal lenses be ordered at a Shopko near you. Click here to find a location!

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I have my contact prescription. Can I order glasses from it?

Unfortunately not. Your eyeglass prescription is generally different from your contact prescription.

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How do I check on my order's status?

Once you submit your order you will receive a confirmation e-mail. This is to let you know that we received your order. Prescription verification will take place to ensure we are sending you your glasses with the correct prescription. You will receive an e-mail confirming that your prescription has been verified and that your order is in process. Once your order is complete you will received a third and final e-mail notifying you that your order has been shipped. In that e-mail we will provide you with a tracking number for your use.
 

If you have any further questions, please contact our Customer Service Department by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com.

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Can I ship my eyeglasses to a location other than my billing address?

Yes. On the Confirm Purchase page, edit the shipping address.

For your convenience your glasses can also be shipped to a Shopko Eyecare Center near you where they can be dispensed and any necessary fitting adjustments can be made.

If you have any further questions, please contact our Customer Service Department by calling 1-866-251-1978 or e-mailing service.eyecare@shopko.com.

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Is there a warranty on my new eyeglasses?

Shopko offers one of the most comprehensive warranties in the industry.

Each complete pair of glasses purchased is covered for frame or lens breakage (loss excluded) Scratched lenses are considered part of the normal wear and tear and are not covered under this warranty. This warranty is at no charge to you and is effective for one year from the date of purchase.

Simply return your eyeglasses to with the case and packing slip if possible and your return will be processed within 14 days.

Address the return package as follows:
Shopko Optical Manufacturing
c/o Eyeglass orders
1450 W Main Ave
DePere, WI 54115

 

For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in case the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Shipping and Handling charges are not refundable.

Also for your convenience returns will be accepted at any Shopko location near you.

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How do I create an account?

Your account allows you flexible access to our system, streamlining the ordering process, and providing you the ability to reorder your prescription quickly and easily. All you have to do is sign up.

 

To create your account:

  1. Click the “Create an account” link in the upper right hand corner of our home page.
  2. Update all fields in the Create an Account column and click the “Register” button to immediately create your account in our system.

Your Account will be immediately entered into our system.

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How do I update my account profile?

From the home page, click “'Log-in”, in the upper right hand corner, or “Account” from the left navigation options, and you will be able to update any of your account details. You must be logged in to edit any account information.

 

If you have any further questions, please contact our Customer Service Department for further assistance.

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Can multiple customers be under one account?

Yes. Once you are logged in, proceed to choose the appropriate frame and lenses for the patient you are ordering for. When the prescription page populates, please enter the patients name you are ordering for in the Patient Name field (First) and (Last). Click “add to cart”. To add another patient's order to this transaction, click on “Home” and follow the process again.

 

If you have any further questions, please contact our Customer Service Department for further assistance.

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How do I create an order?

  • Browse the products to find the frames you are looking for.
  • Click the 'ADD TO CART' button next to the product you want.
  • Next select your lens material, followed by your preferred lens options.
  • Review your lens selection, “ADD TO CART”
  • Because prescription glasses are “medical devices” we’ll need even more information. Sorry.
  • Fill in your prescription, your PD and rx date. Next comes your actual prescription. Fill all the fields as indicated on the prescription from your doctor. Your rx date is mandatory.
  • Review your cart and checkout.
  • Choose your shipping method, then complete the “ship to” information and “PAY NOW” to get to our secure server.
  • Complete the “billing” information, then click “Next”.
  • Enter your credit card information, then click “Next”.
  • Finally review your order and “Finish”.
  • Wooo Hooo! You did it! I knew you would!

 

If I have forgotten my password, how can I log into my account?

  1. From the customer sign in page enter your e-mail address and click “Forgot your password”
  2. A new password will be emailed to you
  3. Go to “my account” to reset your password

 

If you have any further questions, please contact our Customer Service Department for further assistance.

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