Frequently Asked Questions

a compilation of important information

General Questions

We are still accepting and fulfilling orders. However, due to the impact of COVID-19 on shipping networks, your order may take longer than usual to arrive

My prescription has a value for ‘Add’, do you need that?

We do not need your ‘Add’ value. ‘Add’ or Addition is a reference for your reading prescription. VR headsets focus at distance and we will calculate the compensation power based on your age for the near distance vision.

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.

Do I use my glasses prescription or contact lens prescription?

We require your glasses prescription. This should include your SPH (sphere), CYL (cylinder) and Axis values.

What is the Lens Index?

The lens index refers to the thickness of the lens. When you fill in the prescription on the page, the form automatically determines the best index for you.

My prescription it out of the range, can you make lenses for me?

Please use our custom request form. The lab will check your prescription and confirm if we can custom make your lenses.

What are the lenses made out of?

We use higher quality polymer lenses that have a 2 micron dip coating.

Do the lenses affect the screen quality?

No. The lenses do not affect the screen quality in any way.

Do the lenses improve Godrays?

No. Godrays are an effect of the fresnel lenses used some headsets e.g. the Rift and because the Rift lenses are still there, the artifacts created by them are still there.

Is the Freeform technology automatically included in the lenses?

Yes, we also include Freeform technology with a precision of 0.01 dioptries for all our lenses without any cost for you.

I use progressive lenses. Which prescription do I submit?

To make the lens, we need your distance prescription.

Do the lenses replace the original lenses in the headset?

No, the lenses go over the top of the existing lenses in your VR headset.

How close are the lenses to your eyes? Do your eyelashes touch them?

In most cases, they are not close enough, so there should be no contact. However, some users may encounter their eyelashes touching the lens inserts if thinner foams are installed on the Oculus Quest headset.

Is the final price for one pair of lenses or just a single lens?

It’s for one pair of lenses, left and right.

How long do lenses take to process in the lab?

Prescription lens inserts normally take 7 – 10 working days to be ready. Non-prescription lenses take 3 – 4 working days.

Can I cancel my order?

If you did not order prescription lenses and we have not shipped your order yet, then yes, that is possible. If you ordered prescription lenses, they are custom made for you right after you have placed the order and we cannot cancel it anymore.

I ordered the wrong prescription, can I get a refund or a free replacement?

If you don’t react right after the confirmation mail then it’s too late to change the order. Every order is manufactured to your specification and can not be put back in stock. It can not be returned if the wrong prescription was ordered. We can’t grant a free replacement for this case. Please contact us either way. In most cases we offer a discount.

Which currency do you use?

All prices listed on site are in USD or Euro. This will automatically change dependent upon your location.

Shipping & Delivery

How long do lenses take to arrive after dispatch?

DHL Standard Shipping: Customers are advised to expect a longer time frame of 2 – 4 weeks as air freight and local postal services continue to be disrupted worldwide.
For urgent orders, customers can opt for Eco Express (12 – 14 days) or Direct Express (8 – 12 days)*.
*Actual delivery time may be slightly longer due to delays that are out of our control.

Do you ship worldwide?

We do indeed! Orders are shipped from Thailand via Standard and Express shipping.

Will there be any customs and duty charges?

Your order may be subject to import tax and/or additional customs fees which are levied when the shipment reaches the destination. VR Lens Lab unfortunately cannot be held responsible for these charges.
Please note that in some cases customs will ask for documentation like e.g. an invoice. In most cases the invoice can be substituted by the order confirmation and PayPal payment slip. In general the customer is responsible to understand the import regulations of their country and to fulfill duties in providing documentation to customs. In case any extra documents are necessary, please feel free to reach out and we will provide them for you.

I don’t want/forgot to clear customs. Can I get a refund?

Please make sure to know your import laws and provide the required documentation.
In all cases the additional costs for not clearing customs due to customer decisions
need to be carried by the customer. In the form that a refund can not be provided.
Of course, if the item is returned and you still want it. Then we can reship it to you.
The following case(s) are omitted from this:
Customs returns a package without contacting the customer. In this case we will ship the package again.

Installation, Cleaning & Care

How do I install the lenses?

Please refer to the installation videos found on each product page or the How To page. The lenses will stay securely in place inside the HMD. To check that they have been correctly installed, please ensure that the markings on either side of each lens line up to form a horizontal line.

How do I clean the lenses?

Cleaning the lenses with a microfiber towel and a water and soap solution is suggested. Whilst the lenses are not adversely affected by alcohol wipes we do not recommend this.

I share my headset, can I remove and reinstall the lenses regularly?

Yes, however you may want to consider VR Frames instead.

Are the lenses easy to remove?

Yes, a simple twist and they come right out.

Can you change the lenses in the adapters?

We advise against doing this as they are not designed for this and doing so may damage the lenses, the holders or both.

Got more questions? You can reach us via our contact page here.