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Please be sure to ->click here and view our FAQ<- first, for the most common questions regarding our products.
There is an additional Quick FAQ at the bottom of each product page.

If you need help with your order please include your order number.
You can also check the current status in your account under My Orders (click here for a shortcut).

Please note that messages during the weekend will be answered on Monday!
Please use English language in your messages.

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    If you need help with your order please include your order number. Please use English language in your messages.

    Most common Questions

    • Can you send me a price for ... lens inserts and shipping?
      • Please enter your prescription in our form to see the result price.
      • The shipping cost is found at checkout before payment.
    • Clearance delay, MID Code, Drop Ball Certificate
      • We attach the necessary documents for FedEx on each package.
      • Additionally FedEx receives an email with the documents upon shipment.
      • Still they contact us (or you) for the very same documents again.
      • Chances are that we've re-send them already.
      • Of course you can contact us just in case. We take care of it.
    • My package has not moved for 7-10 days. Is it lost?
      • It's most likely in transit and the information will be updated once it reaches your country.
      • Due to Covid this currently can take up to 3-4 weeks.
    • I ordered from the US why is my package in Germany? Did something go wrong?
      • Many shipments are currently routed through Germany by the carrier. Your package is actually in transit to your country.
    • Can I submit my Contact Lens / Reading / PC / Computer Prescription?
      • No! We need the far vision (distance) prescription for glasses. The lenses will be made according to the headset specifications.
    • Is the final price for one pair of lenses or just a single lens?
      • It's for one pair of lenses, left and right. A case and cleaning cloth is included in every order.
    • Are the lenses easy to remove?
      • Yes. A simple 'twist' and they come right out.
    • My prescription is higher than the offered range. How do I order?
    • I need prisms. How do I order?
    • I have values for PD / IPD do you need them?
      • The construction of the VR Headsets allows omitting the PD/IPD. These values only are necessary if you order a VR Frame.
    • My prescription has a value for "Add". Do you need that?
      • Add or Addition is a reference for your reading prescription. VR headsets focus at distance, so we use the far vision prescription. You can use it to order our VR Frame with multifocal lenses.
      • Please note that with multi focal lenses you will gain near sight in the lower area of the lens but loose a bit of clarity in the VR headset for that area.
    • When can I expect to receive my order?
      • Lens inserts normally take 7 - 10 working days to be ready. While shipping time in normal circumstances is around 2 weeks for most countries, customers are advised to expect a longer time frame of 2 - 8 weeks as air freight and local postal services continue to be disrupted worldwide.