We Help?
Frequently Asked Questions
Frames and Lenses
Each frame style is available in only one size, but we offer a variety of frame sizes within our collection. To verify the closest match to your current pair of frames look for three numbers on the inside of your frames grouped together like this: 50-13-135.
The first number refers to the width of the lens.
The second number refers to the width of the bridge.
The third number refers to the length of the “temple,” or the arm of the frame.
You may have also heard an optometrist or optician refer to “headroom,” which is the total width of the front of the frame. You can measure this yourself by measuring the inside edge of one temple across the frame front to the inside edge of the other temple.
The dimensions of each Rivet & Sway frame are listed on the product information page. We also offer some great advice for finding the right frame in these articles: How to Find a Frame by Size, the Perfect Fit Checklist and The Golden Guidelines. Of course, another great option is to select a few frames and try them on at home for free!
Absolutely!! Specs are an accessory that can transform your look. We also recognize that some women have a complicated prescription that requires optometrist assistance. That’s why we make it easy to buy a Rivet & Sway frame without a prescription lens. Simply select “I would like a non-prescription lens in these glasses” during order checkout.
If you’re one of the lucky ones who don’t need corrective lenses but love to wear glasses to mix up your style, select the option “I would like to wear my glasses as a fashion accessory and don't need corrective lenses." We’ll provide a “plano” or non-corrective lens with the anti-glare and scratch resistant coatings, which also provide 100% UV protection, so you can safely wear them around town while you protect those peepers from harmful rays.
If you need a progressive or bifocal lens or have a complicated prescription that we can’t support, select the option, “I would like to replace the demonstration lens on these frames with prescription lenses from my optometrist.” Most optometrists will be happy to fit a Rivet & Sway frame with the right lens for you. We’ll apply a 10% discount to your order if you need the frame only.
We currently don’t offer bifocal or progressive lenses due to the complexity of fitting these types of lenses.
However, we want you in a pair of our specs! If you find a pair of Rivet & Sway frames you would like to purchase, order the frames without a prescription and have your optometrist fit them with the appropriate lenses. We’ll apply a 10% discount to your order if you need the frame only. If this works for you, simply select the option “I would like a non-prescription lens in these glasses” and “I would like to replace the demonstration lens with a lens from my optometrist” during order checkout. You’ll see the 10% discount applied to your order on the order summary page.
We love high-end, boutique quality as much as the next girl, which is why we don’t cut corners. We offer frames in precision-cut, highly durable plastic and metal with rich color, beefy barrel hinges and stainless steel rivets.
Our lenses are made from the same materials used in space shuttle windshields — thin and lightweight polycarbonate. Tough stuff! Also, we use a 1.60 high index lens as our standard and will upgrade the lens (for free) to a 1.67 high index lens if your prescription requires it. Every lens comes with scratch-resistant and glare-free 100% UV protection coatings. And finally, we hand-check each order for quality twice before delivery. That’s right, twice!
So…you’re excited to try on your new Rivet & Sway specs. The color is great, the style is awesome, and they feel solid in your hands. But something doesn’t seem quite right. You take ‘em off and put ‘em on again. Hmmm. Not to worry! It’s common to need an easy tweak here and there to center your eyes, get the frames straight, or to make them a bit more comfortable.
Most issues can be addressed by adjusting the temples, or the arms, of the frame. Before you get started, please read these helpful tips:
- Adjusting the temples is much easier when the temples are warm. Heat them under a hot hair dryer for about 60 seconds. Make sure they’re cool enough to touch but warm enough to bend. We don’t want you to burn yourself!
- It’s important that you provide the frames some stability while you’re adjusting the temples so that the hinges don’t break. Firmly cup the face of your frames in your hand as you adjust each temple.
- For metal frames, we don’t recommend adjusting the nose pads. They’re hard to get right and more prone to break if bent too far or too fast.
- Be gentle. Small adjustments work wonders; big adjustments are hard to correct if you go too far.
- If you’re still having trouble after trying a solution below, feel free to give us a call.
|
Fit Issue |
Temple Tweaks |
|
They slide down my nose or sit too low |
Cup the face of the frame in your hand and bend the curve of the temple tip so it rests just behind your ears. If that doesn’t do the trick, try bending each temple tip slightly inward so they grip your head more snugly. |
|
They sit too high on my nose |
Cup the face of the frame in your hand and bend the temple tips outward so they grip your head less snugly. You could also try flattening the curve of the temple tip so it rests more comfortably behind your ears.
|
|
They’re crooked |
Cup the face of the frame in both hands with the temples extending towards your body. Very gently tweak the temples in opposite directions, pulling the side that sits lower upward and the side that sits higher lower. You’re essentially pulling on the hinges so be very gentle so you don’t compromise the hinge integrity. Alternatively, on the lower side you can bend the temple tip in and up so that it grips your head in a spot above your ear. |
|
They’re too tight |
Cup the face of the frame in your hand and bend the temple tips outward so they grip your head less snugly and/or flatten the curve of the temple tip so it rests more comfortably behind your ears. |
If adjusting the frames yourself makes you a bit nervous, you could also take your frames to be adjusted by an optician or your optometrist. Many eye clinics and eyewear retail stores will do it for free or may charge a small fee. It’s worth a try!
We are also happy to coach you through the process via phone or Skype. Email us at help@rivetandsway.com or call us toll free at (888) 900-4522.
Each prescription eyewear purchase includes:
-
Ultra-thin, lightweight, high index lens:
- 1.60 is standard
- We’ll use a 1.67 ultra-thin lens if your prescription requires it – for free.
- Glare-free and scratch-resistant coatings
- Free two-day shipping by FedEx
- Limited edition microfiber pouch
- A 60-day, no-questions asked, return policy
And, of course, a big XO for your order.
For day-to-day cleaning of light smudges, a few swipes of the Rivet & Sway micro-fiber bag should do the trick. To clean your lenses more thoroughly, simply rinse them with lukewarm water and soap, and dry them with the same micro-cloth bag. Please be careful to avoid using hot water on your lenses, as they can develop bubbles or cracks when exposed to high heat.
Home Try On
Easy, easy, easy. When you find a frame you like, just click the “Add To Home Try-On” button on the frame’s detail page. Repeat for up to three frames, and click on “Checkout.” You will not need to enter your Rx info at this stage since we'll send you Rivet & Sway frames with blank "demo" lenses for try-on purposes.
During the checkout process, we’ll ask for your credit card information. Rest assured, the Home Try-On order is absolutely free. We collect credit card information to verify your identity and to have a credit card on file in case the frames you ordered are not returned within 30 days.
Once you place your order, you won’t have to wait long. We’ll ship your Home Try-On order via FedEx 2Day shipping and then the fun begins! Be a runway model for your family and friends. Try your frames on with different outfits. Take some photos and post them on the Rivet & Sway Facebook wall for instant feedback. See who you want to be.
After three days of hanging with the girls, pack the frames back into the shipping box they arrived in, seal up the box using the sticky strip on the box flap, stick on the pre-paid USPS label, and slip the package into your nearest mailbox. Easy. Fast. Free. Internet and shipping partners, we heart you for making life easier!
Once you receive your Home Try-On kit, you’ll have three days to do whatever you need to make your decision. After three days, just pack the frames back into the shipping box, affix the pre-paid label, and slip the package into your nearest mailbox. So smooth, like buttah.
During the checkout process, we’ll ask for your credit card information, but hold on. Your Home Try-On order is absolutely free. We collect credit card information to verify your identity and to have a credit card on file in case the frames you ordered are not returned within 30 days.
All frames sent for Home Try-On will include clear “demo” lenses with no correction or coatings.
For some tips on how to tell if a pair of frames fit appropriately, check our articles:
- How to Select a Frame by Size - how to use your existing pair of glasses to find your frame size
- Perfect Size Checklist - a quick reference guide for evaluating fit
- How to Select a Frame By Face Shape - find the right pair of frames for your face shape
- The Golden Guidelines - an exploration of 7 considerations when selecting a frame
If you still have questions, give us a ring! We would be happy to help: (888) 900-4522 Mon-Fri, 9am-5pm Pacific.
We currently ship Home Try-On and Prescription orders to anywhere in the United States, including Hawaii and Alaska. If you live outside the US, please let us know. While we don’t ship internationally yet, we would like to in the future, and it would be great to know where you live.
Ordering
If you know you have your prescription info somewhere, go ahead and complete your order and email or fax us a scanned copy of your prescription information later. Email to help@rivetandsway.com with “Rx Info” in the subject heading, or fax it to (206) 512-3117.
Be sure to include your order number and email address on your scanned copy so that we can match it up correctly. Please note that we won’t be able to process your order until we get your prescription information.
If you can’t find your prescription details, it’s okay. Give us your optometrist’s name, clinic phone number and your birth date (clinics sometimes require this to match the prescription), and we’ll ask them for your prescription details.
If your doctor or clinic did not measure or keep your pupillary distance measurement (PD), we’ll follow up with you. You’ll need to get your PD measured before we can process your order. It’s really important to have the PD so your prescription is focused in the proper spot on the lenses.
We don’t currently have a “virtual try-on” solution on our website. If you think this feature would be useful, we’d love to hear from you. Email us at help@rivetandsway.com
We’ll send you a confirmation email at each stage of your order processing. We’ll also provide you with a FedEx tracking number for every order we ship. If you can’t find the confirmation emails from us, please feel free to contact us directly. Call us at 888-900-4522, Mon-Fri, 9am to 5pm PST, or email us at help@rivetandsway.com.
You have three options for providing your prescription details:
- Enter It As You Checkout. This is the quickest way to get your new specs. If you have your prescription information in hand, enter the values for SPH (your prescription strength) and CYL (your astigmatism correction) for each eye in the order checkout form. If you have values under “ADD” or “PRISM,” that means that you need a progressive or multi-focal lens and/or corrections that we can’t currently support. In this case, you can order our frames without prescription lenses and have your eye clinic add the appropriate lenses. We’ll also ask for your PD (pupillary distance) and the state in which you live. (Some states require us to verify the prescription before fulfilling the order.) If you live in one of these states, we’ll also need your optometrist or eye clinic’s contact information.
- We’ll Contact Your Doctor. If you can’t find your prescription details, hang tight! Provide your optometrist’s name, clinic phone number and your birth date (clinics sometimes require this to match the prescription), and we’ll ask them for your prescription details. If your doctor or clinic did not measure or keep your pupillary distance measurement (PD), we’ll follow up with you. You’ll need to get your PD measured before we can process your order.
- Email or Fax Your Prescription Later. If you know you have your prescription info somewhere or you’d like to get it from your optometrist or eye clinic directly, you can still go ahead and complete your order and email or fax us a scanned copy of your prescription information later. Send an email to help@rivetandsway.com or fax to (206) 512-3117. Include your order number and put “Rx Info” in the email subject heading. Please note that we won’t be able to process your order until we get your prescription information. If you need help deciphering your prescription, please read our tips in Demystify Your Prescription or call us at 888-900-4522, Mon-Fri, 9am to 5pm PST.
We offer free FedEx 2Day shipping for both Home Try-On and Prescription orders. Order processing depends on the type of order:
|
|
Home Try-On Order |
Prescription Order |
|
Order by 10 am PST on a Monday |
|
|
|
When it ships |
Same Day |
1-2 Business Days |
|
In transit |
+ 2 Business Days |
+2 Business Days |
|
Estimated arrival |
Wednesday |
Thursday or Friday |
|
Order after 10 am PST on a Monday |
|
|
|
When it ships |
Next Day |
2-3 Business Days |
|
When it arrives |
+ 2 Business Days |
+2 Business Days |
|
Estimated arrival |
Thursday |
Friday or Monday |
A good rule of thumb is that if you place a Home Try-On order on Monday, it should arrive no later than Thursday. If you place a Prescription order on Monday, it should arrive no later than Monday of the following week. If you think an order is taking longer than it should, please feel free to email us at help@rivetandsway.com or call 888-900-4522, Mon-Fri, 9am-5pm PST.
Please note: The above estimates assume that we have your prescription information and that you live in a state that does not require verification. The states that do require us to verify your prescription are: AK, AL, AZ, CA, CT, FL, GA, KY, MA, NC, NJ, NV, NY, OH, RI, SC, TN, VT, WA. Verification may add up to 2 business days to the arrival estimates above.
But of course, Dahling. That’s what the Home Try-On program is all about—you select up to three frames, and we’ll speed them to you to try on for free.
Once you get them, you’ll have up to three days to try on the specs with different outfits, gaze at yourself in the mirror, post pictures on Facebook, and get feedback from the people you trust most. After three days, place them back into the shipping box, affix the pre-paid USPS label, and then slip the package into your mailbox. We have a saying for that around here, “Done and done!”
The most important thing you need is an up-to-date prescription from your optometrist. If it has been longer than two years since your last eye exam, you’ll need to go back to your optometrist to have it verified. It’s not uncommon for our eyes to change, especially as we get older.
You’ll also need your pupillary distance measurement or “PD.” The PD is the distance in millimeters between the centers of each pupil. This measurement verifies where to concentrate the power of your correction so you don’t have difficulty focusing. The PD should be listed on your prescription. If it’s not, your optician may have it on file or they’ll likely be willing to measure your PD for free or a small fee.
As you go through the checkout process, we’ll ask you to enter your prescription details. If your prescription reads like Greek to you, we’re here to help. Start by reading our article, Demystify Your Rx. Or call us at 888-900-4522, Mon-Fri, 9am to 5 pm PST, or email us at help@rivetandsway.com.
We process our orders very quickly, but we’ll do our best to accommodate your request. Please contact us with your order number and requested change by email at help@rivetandsway.com or call us at 888-900-4522, Mon-Fri, 9am-5pm PST or. If you email your request, please put “Change/Cancel Order” in the subject heading.
If we can’t accommodate your request, we’ll send you instructions for processing your return or exchange and a pre-paid return label.
Prescriptions
Absolutely!! Specs are an accessory that can transform your look. We also recognize that some women have a complicated prescription that requires optometrist assistance. That’s why we make it easy to buy a Rivet & Sway frame without a prescription lens. Simply select “I would like a non-prescription lens in these glasses” during order checkout.
If you’re one of the lucky ones who don’t need corrective lenses but love to wear glasses to mix up your style, select the option “I would like to wear my glasses as a fashion accessory and don't need corrective lenses." We’ll provide a “plano” or non-corrective lens with the anti-glare and scratch resistant coatings, which also provide 100% UV protection, so you can safely wear them around town while you protect those peepers from harmful rays.
If you need a progressive or bifocal lens or have a complicated prescription that we can’t support, select the option, “I would like to replace the demonstration lens on these frames with prescription lenses from my optometrist.” Most optometrists will be happy to fit a Rivet & Sway frame with the right lens for you. We’ll apply a 10% discount to your order if you need the frame only.
That would be convenient, wouldn’t it? Unfortunately, a contact lens prescription requires different measurements than those required for prescription eyeglasses. They’re not interchangeable. Even if you have only worn contacts, your optometrist may still have measured your eyes for eyeglasses, so give your eye clinic a call to see if they have your eyeglass prescription on file. Be sure to ask if they recorded your pupillary distance, as you’ll need that too!
We currently don’t offer bifocal or progressive lenses due to the complexity of fitting these types of lenses.
However, we want you in a pair of our specs! If you find a pair of Rivet & Sway frames you would like to purchase, order the frames without a prescription and have your optometrist fit them with the appropriate lenses. We’ll apply a 10% discount to your order if you need the frame only. If this works for you, simply select the option “I would like a non-prescription lens in these glasses” and “I would like to replace the demonstration lens with a lens from my optometrist” during order checkout. You’ll see the 10% discount applied to your order on the order summary page.
We do! Add the Rivet & Sway specs you’d like to order to your shopping cart and then click on “Checkout.” On the “Prescription” form, select the option “I need reading glasses” and the reading strength you need from the drop down menu. We support strengths from +0.25 to +4.00.
Not to sound like your mother, but when is the last time you had your eyes checked, dear? It’s a good idea to get your eyes checked every two years. If you don’t currently see an ophthalmologist or optometrist, ask your friends for a referral and schedule an appointment.
A typical eye exam takes less than an hour and the optometrist checks the health of your eyes and calculates your prescription. Be sure to ask him or her to measure and note your pupillary distance (PD) during the exam.
If you have an optometrist but it’s been more than two years since your last prescription, you’ll need to have it updated.
Yes, of course! We can handle the vast majority of prescription strengths and astigmatic corrections. The range of prescription we support depends on the relationship between strength (the “SPH” measurement) and the astigmatism (the “CYL” measurement). The relationship between the two impacts the thickness and curvature of the lens. In general, we support SPH measurements between -10 and +4 and CYL measurements between +/-4.
Prescriptions Ranges
|
SPH ranges |
-10.00 to -8.25 |
-8.00 to -4.25 |
-4.00 to -0.25 |
0.00 to +2.00 |
+2.25 to +4.00 |
|
CYL ranges |
-2.00 to +4.00 |
-4.00 to +4.00 |
-4.00 to +2.00* |
-2.00 to +2.00 |
-2.00 to +2.00 |
|
Lens Type |
1.67 |
1.67 |
1.60 |
1.60 |
1.67 |
* If your SPH is less than +/-2.0, then the max positive CYL adjustment is the absolute value of the SPH, e.g. if SPH = -1.5, max CYL is +1.5. How’s that for technical?
If you require a prescription stronger than -10.00 or +4.00, we recommend that you work with your optician to fit the appropriate lens for you. We would be happy to discuss your prescription in detail to determine whether we can provide you with prescription lenses. Just give us a call at (888) 900-4522, Mon-Fri, 9am-5pm PST.
Yes, of course! Scan a copy of your prescription and email it to help@rivetandsway.com with “Rx Info” in the subject heading, or fax it to (206) 512-3117. Please include your order number and email address so we can match your prescription to the correct order. Please note that we won’t be able to process your order until we get your prescription information.
If you want to learn how to read your prescription, see our tips in Demystifying Your Rx article, or give us a call at 888-900-4522, Mon-Fri, 9am to 5pm PST.
Pupillary distance (PD) is the distance in millimeters between the centers of each pupil. This measurement verifies where to concentrate the power of your correction so you don’t have difficulty focusing.
In the course of a typical eye exam, optometrists and ophthalmologists may not measure your pupillary distance. Post-exam, the optician who assists you with ordering a new pair of eyeglasses is usually the person who handles PD measurements. Most eye clinics will happily measure your PD for you, even post-exam.
We recommend that you have your PD measured professionally. Even if it’s not written directly on your prescription, your PD may be on file with your doctor or the last place that made your prescription glasses. Most clinics give out this info without a fuss if they have it on file.
If your doctor did not measure your pupillary distance and you're having trouble getting it measured, drop us a line and we'll talk you through additional options: help@rivetandsway.com or (888) 900-4522.
We have logic in the entry form that will enforce certain rules to make sure you don’t enter a wacky prescription. If you live in a state that requires prescription verification, we’ll contact your doctor to confirm your prescription.
Payment Info
Yes! Rivet & Sway is an approved prescription eyewear vendor for Flexible Spending and Health Savings accounts. You can purchase your glasses by using a major credit card that is associated with a FSA or HSA account. Or you may purchase your glasses using a unaffiliated credit card and submit our order confirmation email as a receipt for reimbursement. If you have additional questions about how this works, please give us a call at 888-900-4522, Mon-Fri, 9am to 5pm PST.
We don’t accept insurance, but many insurance companies will accept receipts from providers outside their network for partial reimbursement. Your order confirmation email should suffice as a receipt. Please note that we sell our specs as a package so the order confirmation summary will not show the price for lenses and frames separately. Give us a call if you have any questions at 888-900-4522, Mon-Fri, 9am to 5pm PST.
During the checkout process, we collect credit card information to verify your identity, and to have a credit card on file in case the Home Try-On frames you ordered are not returned within 30 days.
Also, to authorize your credit card, we pass through a charge less than $1.00. This charge will disappear from your account within 48 hours. So, super sleuth (which we totally understand, we’re like that too), go check again and rest assured that the Home Try-On process is absolutely free!
Each prescription eyewear purchase includes:
-
Ultra-thin, lightweight, high index lens:
- 1.60 is standard
- We’ll use a 1.67 ultra-thin lens if your prescription requires it – for free.
- Glare-free and scratch-resistant coatings
- Free two-day shipping by FedEx
- Limited edition microfiber pouch
- A 60-day, no-questions asked, return policy
And, of course, a big XO for your order.
We authorize the credit card at the time of order placement by running a charge less than $1.00. This charge disappears from your account within 48 hours. We don’t charge your credit card for your purchase until we receive confirmation that our optical lab has completed your specs and shipped your order to you.
Shipping & Returns
Yes, really! If you’re like us, you don’t like to wait, and you want to be able to track your shipment. We offer free FedEx 2Day shipping for all of our orders and free Home Try-On returns via USPS—with tracking, so you know exactly where your new lovelies are at any given moment!
If you would like to return your specs for any reason in the first 60 days, please contact us by email us at help@rivetandsway.com or call 888-900-4522, Mon-Fri, 9am-5pm PST, and we’ll be happy to help you.
Once we talk with you about your return, we’ll even send a pre-paid return label and box if you need one. When we receive your frames, we’ll either refurbish your specs, send you new specs or process a return credit onto your credit card, depending on the situation.
We offer free FedEx 2Day shipping for both Home Try-On and Prescription orders. Order processing depends on the type of order:
|
|
Home Try-On Order |
Prescription Order |
|
Order by 10 am PT |
|
|
|
When it ships |
Same Day |
1-2 Business Days |
|
In transit |
+ 2 Business Days |
+2 Business Days |
|
Estimated arrival |
2 Business Days Later |
3-4 Business Days Later |
|
Order after 10 am PT |
|
|
|
When it ships |
Next Day |
2-3 Business Days |
|
When it arrives |
+ 2 Business Days |
+2 Business Days |
|
Estimated arrival |
3 Business Days Later |
4-5 Business Days Later |
A good rule of thumb is that if you place a Home Try-On order on Monday, it should arrive no later than Thursday. If you place a Prescription order on Monday, it should arrive no later than Monday of the following week. If you think an order is taking longer than it should, please feel free to contact us directly by email at help@rivetandsway.com or call 888-900-4522, Mon-Fri, 9am-5pm PST.
Curious toddler got the best of your new specs? Second-guessing your decision? Something slightly off? It happens. That’s why we offer a 60-day, no-questions-asked return policy.
If you would like to return your specs for any reason in the first 60 days, please contact us by email at help@rivetandsway.com or call 888-900-4522, Mon-Fri, 9am-5pm PST and we’ll be happy to help you. We’ll even send a pre-paid return label to make it easy and free for you to make a return or exchange.
We currently ship Home Try-On and Prescription orders to anywhere in the United States, including Hawaii and Alaska. If you live outside the US, please let us know. While we don’t ship internationally yet, we would like to in the future, and it would be great to know where you live. Shoot us an email at help@rivetandsway.com and let us know.
