FAQ

We have an extensive list of answers to questions we receive from customers. It's a great place to find information on shipping, products & services, & how to find lenses for your sunglasses.

General Questions about Eyeguru Products & Services

Do you make glass lenses?

Eyeguru has made a conscious decision not to carry glass lenses.  Glass is heavy, breaks, & can be difficult for customers to replace in their frames & has no flexibility so is prone to breaking frames or the lenses upon install.

From a quality aspect Eyeguru lenses are made from a material called CR39 and Mitsui Resin (Hi-index) which are, lightweight & strong.

The Drivewear products are available in Trivex, a newer technology in lenses & provides very similar optical clarity to glass. This is far superior to Polycarbonate lenses which have a much higher aberration & refraction index.

Glass is hard therefore inherently scratch resistant.  However, our lenses also have strong scratch protection & feel that if you weigh up the added comfort of a lightweight lenses that doesn't break on impact. you will find the lenses last longer than glass.  We expect our lenses to last 2-3 years(typical lifespan of a lens) if not longer if taken care of.

We recommend that you check your eyes at least every 2 years.

Polarized typically have a marginally shorter lifespan than regular lenses due their complex construction.

Do you make Goggle - Masks lenses?

Unfortunately, Eyeguru is unable to make single mask lenses that cover both eyes. The frames must support two separate lenses. 

The only option we can point you to is contacting the original manufacture. If they are unable to help you, please consider getting sunglasses with two lenses for your next purchase and Eyeguru will keep them scratch free for years.

What is the proper way to clean lenses? 

When cleaning lenses, we would suggest that periodically you use warm soapy water to clean your sunglass/glass frames & lenses.

Before you start with your dishes and the water is clean, pop in your sunglasses & use your fingers to rub the lenses & frame and clean off any grime build up.

Once complete, use your microfiber cloth to dry them off & remove any excess water.

Never:

1. Clean lenses with tissues or any paper product as they are extremely abrasive & will scratch them.
2. Clean them with your shirt.  While most do it all the time, you just need to ensure it's a soft, non-abrasive material if you choose to do so.  Some fabrics are abrasive.  
3. Most also always try to use the inside of my shirt as that's typically cleaner. Remember, sand & dirt do not mix well with lenses & the pressure applied during cleaning can be enough that a sharp small object will scratch any lens material made today. 

Why do I have to place an order before sending in my sunglasses?

Eyeguru prefers that customers place an order before shipping their sunglasses in for new custom-made lenses. 

We handle a lot of sunglasses at any point in time. In order for us to process your orders efficiently & keep our cost down, we need to be able to open a job & work on it until it is ready for return delivery.

If we have to call up customers to figure out what lenses they want, collect payments, & get an order into the system, the time it takes increases dramatically.  This holds up other customers getting their work completed & increases our cost, which will eventually have to be passed on by our raising prices.

Why do I have to upload my most current Prescription from an Optometrist when I place an order?

In order for us to make 100% sure that we make the correct prescription lenses it is imperative that the correct prescription is uploaded as these values are specific to your order. If there are any parameters that need to be clarified before we place your lens order, someone from the Eyeguru team will contact you.

 

Where are Eyeguru lenses made?

Eyeguru designs, shapes, packages, & ships all orders from its central lab in Johannesburg.

We do source some raw materials from overseas, therefore certain orders may take slightly longer to complete & ship back to you.

The entire lens manufacturing process is strictly controlled on all levels of the production process, ensuring we only produce Grade A lenses for all of our customers.

We pride ourselves in quality delivered at the most cost-effective level possible.

How long does it take to make custom made lenses?

Once the goods are dispatched, the package will be in transit & you will be able to track it on courier website.  Rest assured; we will ensure you receive your goods.

What's your phone number and how can I contact Eyeguru?

How do I know the status of my Order?

Eyeguru will email you as soon as it's physically dispatched. 

If you have not received an order receipt by email within 20 minutes of ordering, please check your junk/spam box first.  If the email still cannot be found contact us. Most likely the email was entered into our system incorrectly and we will fix it for you & reissue your receipt.

Additionally, an order processed email letting you know the order was shipped will be sent to you. 

If you cannot locate the emails, then please contact us on 

Things customers can double check:

1) Your receipt & confirmation of shipping notifications will have your shipping address on it.  Ensure it is correct as our system prints out exactly what is on these electronic invoices in the shipping address area.

If there are any errors please contact us immediately, as we may be able to correct the error before the lenses are dispatched but once shipped it is out of our control & we may require waiting for the post to return these packages before reshipping.

2) Check your spam and junk emails.  They are aggressive these days as we all know how prolific email spam is.  Many times, our emails end up there.

If you have not received any email correspondence from us once an order is placed, & have checked your SPAM folder, then most likely a typographical error was made when your email address was inputted.  Kindly email us & we will correct it and re-mail your information.

Also, you can always log into your account & review historical invoices & order status.

We try to keep it simple, so your last name is your account & your email address is your password.

Do your lenses have a logo on them - are they original manufacturer lenses?

No, we do not have any branding on our lenses. 

Eyeguru operates just like an optometrist.  We manufacture & source premium quality sunglass/glass lenses and shape them to fit all sunglass makes & models.

*We do not have any affiliation with any sunglass manufacturers, instead, we just make great lenses for all frames like an optometrist would but at a fraction of the price.

We started this business because the majority of sunglass manufactures have limited or no after sale support. In other words, it is near impossible, extremely difficult & expensive to get lenses or repairs from many manufactures. 

Eyeguru felt it was a huge waste of the earths resources & customers money to have to dispose of perfectly good frames when they could be restored to near new condition with replacement lenses.

We think you'll agree once you try our services. Customers are amazed on a regular basis how great their sunglasses look & perform after getting a set of our lenses installed. 

If you require original lenses, we suggest you contact either the retail outlet where you purchased the sunglasses or contact the manufacturer directly.

 However, if you just want great performing lenses, we are here to help.

Do you accept American Express cards for payment?

Due to the extremely high-cost AMEX charges, we cannot accept it & keep our prices low.  However, we do accept Visa, MasterCard, PayFast, & most Debit Cards with the Visa or MasterCard emblem. 

If you use PayFast, you may find you can fund your PayPal account with many other payment options.

Someone stole my card & used it to buy stuff from your site, what do I do?

Contact your card company first & tell them to cancel your card because it's been stolen. Then contact us so that we can liaise with your card company to get the money refunded.

It's important to point out, as most consumers do not realize this, Eyeguru, note that the credit card company's bear the entire cost of this theft.  We lose our product and have to refund the money.  The credit card companies take no responsibility when their products are misused.

However, since all our payments go through a rigorous payment processing using PayFast credit card facilities, it is highly unlikely a stolen card or card information could be used.

Returns and Exchanges Frequently Asked Questions (FAQs)

We try to do everything to ensure customers get great products at a great price. We provide free shipping & perform exchanges for customers for any reasons they may have to help ensure you get what you want.

However, one of our biggest operational cost is fulfilling orders multiple times due to customers wanting a different colour or ordering the wrong lenses for their sunglasses.

Please note that we do our best to understand how the problem occurred.  If it's our responsibility in any way there will be no fee charged. However, if customers ordered the wrong size or colour, the re-ordering fee will be charged.

What happens if the lenses are damaged when I receive them?

If the products were damaged in-transit then please contact us & we will exchange them for you or refund you in full when they are returned.

We have designed our mail packaging in a manner that makes this an extremely rare case.

I ordered the wrong lenses by mistake, can I return them?

Eyeguru will exchange your lenses for the correct lenses or a different colour upon return of the incorrect lenses.

In both cases, a new fee will apply for the exchange of lenses and courier fees.

Please email any requests to info@eyeguru.co.za

Include:

• Original order number off your Invoice
• Reason for exchange 

Eyeguru will get back to you within 24 hours during business hours, with instructions for how to proceed.