FAQs

Retail

How do I find a JINS store? What time are your store hours?

Please use our store locator to find the JINS nearest you.

Are all products listed on the website available in-stores as well?

We strive to offer as large a selection as possible in our stores and carry items based on the needs of the surrounding community, so not all JINS items will be found in-stores. Please contact us and we will gladly check to see if an item is offered in a store near you.

What makes JINS special?

We're unlike any other eyewear retailer. How, you ask? Click here to find out more.

Do I need to make an appointment?

Not at all, please stop by.

How long will it take to get my glasses purchased in store?

The time it takes for a brand new pair of glasses you purchased in store to deliver you largely depends on the type(s) of glasses you've ordered. Here's a chart with estimations of what you can expect:

In-stock order 30 minutes
Sunglasses (tinted) up to 2 weeks
Special Order
(Progressive, multifocal, strong prescription)
up to 2 weeks

Orders

What if I want a particular option for the frames that are offered online?

On the product listing page (MEN Optical / Sunglasses, WOMEN Optical / Sunglasses) , there will be a red button labeled FILTER. By clicking on that button you will see all the options that are available to you for your preferences.

How can I change or cancel my order?

Our Customer Support Specialists work quickly to process, manufacture, and ship your order, so contacting us as soon as possible will give us the best chances to make changes. Reach us here.

What do I need to place an order for prescription glasses?

To place an order with us, you will need a valid (not expired) eyeglass prescription and your Pupillary Distance (PD) measurement. Sometimes you won't find the PD measurement as part of your prescription, so if it isn't already included, don't worry. You can follow our simple guide (PDF) to take a measurement for yourself. If you'd like, you can also head to the nearest JINS, where our trained opticians will gladly take a measurement for you.

I am having trouble with placing an order online, can you help me? (General & Technical Difficulties)

We would love to help with any problems you're having with placing an order. Just contact us.

What is the process an order goes through before reaching me?

Once your order is placed, it goes through a few stages behind-the-scenes before reaching your doorstep.

  1. Processing
  2. Pending (Waiting for Verification & Confirmation)
  3. Complete
  4. On Hold (Customer Representative will contact you)

To check what stage your order is at, login and check your Order Status page.

Products and Services

What are the types of lenses you offer?

The following is a chart listing the type of lenses you will receive with your glasses based on your spherical power. We have determined these lens recommendations by optimizing the balance between visual acuity and lens thickness for your convenience.

(-) Sphere Prescription
±0 - -5.00 1.59 Polycarbonate or
1.60 High-Index Plastic
-5.00 - -10.00 1.67 High-Index Plastic
(+) Sphere Prescription
±0 - +4.00 1.59 Polycarbonate or
1.60 High-Index Plastic
+4.00 - +8.00 1.67 High-Index Plastic

The following charts outline lens characteristics and additional lens options.

1.59 Polycarbonate Lens Characteristics
01: Designed to be Extremely durable
02: Better Visual Acuity
1.67 High-Index Plastic Lens Characteristics
01: Designed for Strong Prescriptions
02: Thinner , Lighter
1.60 High-Index Plastic Lens Characteristics
01: Designed to be durable
02: Better Visual Acuity
 

Please see also our lens guide for more details.

Do you offer bifocal or progressive lens options?

Absolutely. We offer both bifocal and progressive lens options in-stores. But unfortunately, because of the measurements required for the proper function of these types of lenses, we can not yet offer them online.

Can I replace the lenses in a pair of glasses I purchased?

If you want new lenses for your glasses purchased from JINS, we'll gladly put new lenses into your frames. But, unfortunately, we can't replace the lenses in frames purchased from other retailers (non-JINS).


For lens replacement pricing, please contact us. Remember, your lenses are covered against manufacturer defects for 1 year, so if that's the problem, please let us know.

Can you repair eyewear?

We can make most small repairs (also considered maintenance) in our stores, including nose pad changes, screw tightenings/replacements, and adjustments. If, however, you're in need of a larger repair because something broke, we've still got you covered. Contact us(link) and we will do our very best to help.

What services are offered for the maintenance of my glasses?

Sometimes a screw gets loose or something gets bent on accident - we know these things happen and we will do our best to help you maintain your eyewear in its best shape. All nose pad changes, screw tightenings/replacements, and adjustments will be made in-stores at absolutely no cost to you. For customers shopping with us online, we can send nose pads and screws straight to your door.

Will you make adjustments to the fit of my glasses?

We will make fitting adjustments to JINS frames in any of our stores. Simply bring your glasses with you and ask any staff member for a fitting adjustment and you should be well on your way with a pair of glasses that fit uniquely to you. For customers shopping with us online, we apologize that we can not offer a service for frame fitting at this time.

May I try your frames on at home before purchasing?

Unfortunately we do not currently offer a service to get frames to you to try on at home, so we have tried our best to represent the product as accurately as possible with high quality photos and descriptive item information. You can always head to your nearest JINS location to try on as many of our frames as you'd like.

Can you help me choose a frame?

We know it's tough choosing a frame from all the different options. Please feel free to give us a call and we will gladly help you with any of your decision-making dilemmas.

How can I check the size of my frame?

The numbers found on your frame aren't necessarily self-explanatory, so here is an easy guide to understanding the numbers and size of your frame. The method of expression commonly used is known as the boxing system and the numbers are generally written the same way regardless of the brand of glasses. These numbers are usually found printed on the inside of one of the frame's temple legs. All numbers are expressed in millimeters (mm).

Frame measurement

How is the width of frames calculated?

Please see below:

  Small Medium Large
Frame width 130 - 134 mm 135 - 139 mm 140 - 145 mm
Frame width

Can I purchase frames alone?

For online purchases, we do sell just the frame, which will come with non-prescription lenses that will be provided at no extra charge.
For in store purchases, we sell frames only, $20.00 will the deducted from the price of the frames.

How can I best take care of my glasses?

It's easy to take great care of your eyeglasses and important in extending its life-span, so here's the best way to do it:


To keep your lenses clean from day-to-day, simply use the included cleaning cloth to wipe away any visible smudges. Sometimes you'll want to give the eyewear a deep clean. To do so, all you will need is a soft cloth, simple dish soap, and water. Mix the dish soap and water together, take your cloth, give it a good soak, and give your frame and lenses a thorough cleaning.


Remember to refrain from using hot water because exposure to high heat can cause damage to the lenses. Otherwise, using these methods to keep your glasses nice and clean will ensure that you can use them for a long time.

Do you offer eye exams?

You are able to get an eye exam for a fee from 20/20 NOW who is providing eye exams for our customers at most of our stores. Please contact each store for availability.

Prescriptions

How do I get a prescription?

You would be able to get a prescription for a fee from the provider 20/20 NOW which operates in the most of our stores. Be sure to ask them to include your Pupillary Distance (PD) measurement. If you forget, feel free to use our simple guide (PDF) to take a measurement of your own.

My lens prescription is very strong, what are my options?

We can fill any prescription with a sphere value up to -10.00 and +8.00. If you also have a prescription for astigmatism, we can fill cylinder values up to +/-6.00. The sphere and cylinder values listed here are the upper-end values of the prescriptions we can fill, but whether or not we are capable of filling your specific prescription depends on the combination of these sphere and cylinder values.


High-index lenses are also offered (at no additional cost) for those who need a stronger prescription filled. These lenses are designed to be thinner so that those with strong prescriptions won't be stuck with overly thick lenses.

What should I do if I'm having problems with my prescription?

It takes about two weeks to adjust to a new pair of glasses (sometimes even if your prescription hasn't changed), so please allow some time for your vision to adapt.


If you continue to have problems with your glasses after two weeks, please contact us, we will be glad to help determine and resolve the issue!

What is Pupillary Distance (PD) and how can I measure it if it is not provided with my prescription?

Your PD is the distance between your two pupils, expressed in millimeters. Sometimes the doctor will write two values (one for your left eye and one for your right, measured from the center of your nose) for your PD instead of one. Don't worry! These values will serve the same function as one value would, and there will be a space for you to enter this information when ordering.


We need this measurement because it helps us to position the focus of your lens prescription in the right place for your frames. If your doctor did not include a PD measurement in your prescription, please feel free to use our simple guide (PDF) to take a measurement for yourself. You can also head to the nearest JINS, where our trained opticians will gladly take a measurement for you.

Shipping and Order Status

When will my order arrive?

The time it takes for a brand new pair of glasses from us to reach your doorstep largely depends on the type(s) of glasses you've ordered. Here's a chart with estimations of what you can expect:

  Total Processing, Verification & Confirmation, Manufacturing, Shipping Delivery
In-stock order 2-6 days 1-3 days 1-3 days
Sunglasses 2-5 days 1-2 days 1-3 days
Special Order 1-2 Weeks 8-14 days 1-3 days

Can my order be expedited?

We work as quickly as possible to process, verify, manufacture, and ship all orders, so unfortunately, we can't expedite orders any further. We're trying to add a speedier shipping option soon, so keep your eyes out for for that.

How can I check the status of my order?

You can check the status of your order by logging in and looking at your Order Status page.

Your order with us can be in one of four stages:

  • 01: Processing
  • 02: Pending (Waiting for Verification & Confirmation)
  • 03: Waiting for Prescription Information
  • 04: Waiting for lenses (for special order)
  • 05: Complete (Shipped out to Customer)
  • 00: On Hold (Customer Representative will contact you)

To track a package that has already shipped, please use the tracking number provided in the shipment confirmation e-mail sent to you.

What is the cost of shipping?

Nothing at all. Shipping is free in the US.

Will you ship internationally?

Currently, we only ship to the US. If, however, you are shopping from Japan or China, please feel free to visit JINS JP or JINS CN.

Warranty, Returns, and Exchanges

What is covered under your warranty and how can I use it?

We want you to know we stand by our products. So rest assured, we have an honest warranty policy to show you just that. Here it is, simply put:

  • Lenses will be covered for 1-year against all manufacturer defects.
  • Frames will be covered for 1-year against all manufacturer defects.

If you find that you need to use our warranty, please head to the store nearest you, or contact us. We'll be happy to help.

What is your return/exchange policy and how can I use it?

If you're not completely satisfied with your eyewear, we want to do what we can to make it right! You can make a return or exchange with us for up to 30-days with your proof of purchase or warranty sheet. Items must be undamaged.


If you are returning a product you purchased online, just follow these simple instructions.

Insurance and Payment

Will insurance be accepted for my eyeglasses?

We do not work directly with insurance providers, but you can check your eligibility in our store and claim reimbursement using an iPad. Please ask store staff for details.

Are HSA/FSA accepted forms of payment?

We accept both HSA and FSA as forms of payment for any prescription eyewear as long as the accounts are affiliated with a major credit card.

How can I get an itemized receipt?

To get an itemized receipt, please contact us.

What information will appear on my credit card statement?

The transaction will be processed as JINS Eyewear US Inc.

Gift Cards

Do you offer gift cards?

Yes! We offer gift cards.

Where can I purchase the gift card?

You can only purchase gift cards at any one of our stores. They are not sold online at this moment.

Can I add money to my gift card?

Yes, you definitely can! Please bring your gift card to any JINS store location to add money to your card.

Are gift cards refundable?

No, but you will have a balance on your card if you do not use the total value of your card.
For example, if you have a gift card valued at $100 and you make a purchase of $60, you will have a remaining balance of $40.
Once you return a purchase of $60, the value will be returned to your gift card balance.

How do I check my balance on my gift card?

You may visit any one of our stores and a team member will help you, or check your balance by calling 1-888-529-6578.

Can I use the gift card for online purchases?

We are sorry you can not at this moment; they can only be used at any of our retail stores.

How long is the gift card valid for?

They do not have an expiration date.

Customer Support Hours:

Monday - Friday
10:00 AM - 6:00 PM PT
E-mail: Contact Us Form
T: 1-844-391-2400
F: 1-415-391-9200

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