What if I need to change my order?
We process orders quickly, but we’ll do our best to accommodate any changes. The best way to change or cancel an order is to call us directly at (02) 88931984, 11:00 a.m.–7:00 p.m. ET daily.
What do I need to order prescription frame/ sunglasses?
You’ll need a valid eyeglasses prescription (ensure prescription is not for contact lenses) and your pupillary distance (PD).
Your PD is the distance in millimeters between your pupils, and helps us center your prescription correctly in your frames. You can also stop by any of our retail stores where our trained associates can measure your pupillary distance (PD).
Once you have your PD, you can either hand-write it onto the copy of your prescription before scanning or submit the measurements to firstname.lastname@example.org.
If you have availed of our services before, please make sure to contact the store where your record is so they can hand it over to our opticians assigned to your order.
What’s the status of my order?
To check on the status of an order, you can follow-up an email at email@example.com or call us at (02) 88931984. You’re always welcome to reach out via live chat on our website as well.
How much do lenses cost?
Lens costs may vary, depending on the type of lens, feature, and the recommended prescription by the optometrist. We will be glad to accurately estimate the cost of your lenses upon your visit at our stores.
How long does an exam last?
Most exams last about 30 minutes. However, if you choose to have your pupils dilated at the time of your exam, your appointment could last up to 40 minutes.
(Heads up: Dilations can cause your eyes to be sensitive to light for several hours after your exam. Best to book your appointment for a time when you can rest up afterwards!)
How much do your exams cost?
Our comprehensive eye exam is free of charge.
How do I get my frames adjusted?
Our retail locations have skilled opticians on staff who can fit your glasses to perfection with a quick professional adjustment.
If you need an adjustment immediately, you can contact the nearest RONNIE AND JOE store. (In light of COVID-19, we encourage you to follow local guidelines when visiting an optical shop in your area.)
Where can I get my glasses fixed?
RONNIE AND JOE offers warranty (provided once you have purchased) for repairs and replacement of screws or nose pad at no cost (subject to availability). We encourage you to contact us to set an appointment or visit our shop, where our skilled eyewear consultants will assist you. You may also use the call button or email our customer care to discuss further concerns about your frames.
Where can I find my frame’s measurements?
All of our frames have information printed on the inside of the temple arm: the lens width, bridge width, and temple arm length of your frames. On each product page, the frame measurements are listed as three numbers under MEASUREMENTS. We recommend comparing the measurements of your current glasses to the frame measurements listed on our website; this will give you an idea for how a pair will fit you.
Shipping/ Warranty/ Exchange
When can I expect my order?
If you’ve already placed an order, you can keep tabs on your order’s progress through the “Track My Order” link in your confirmation email. We’ll also send you an email with these details once your order ships.
Please note: While the safety of our teams and customers remains our very top priority, we’ve introduced COVID-19 safety measures that may slightly increase order turnaround times. We’re doing our best to get your order to you as soon possible, and we’ll be in touch if we expect it to be significantly delayed.
Here’s what you can expect:
Non-prescription: 1-2 days
Prescription orders (eyeglasses and sunglasses): 7-10 days
Special Orders: 2-3 weeks
How much does shipping cost?
RONNIE AND JOE offers free shipping and free returns to purchases more than Php15,000 in the Philippines. Standard shipping fee cost Php160.00.
What is your return policy?
Items may be exchanged within seven (7) days from the time the product was delivered. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned.
Additional non-returnable items:
- Gift cards
There are certain situations where only partial refunds are granted (if applicable):
- Eyewear that has been opened and slightly used.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 7 days after delivery
How do I set up a return or exchange?
If you’re eligible to return your purchase items, you should mail your product to the following address:
RONNIE AND JOE SM Aura Premier, Mckinley, Taguig City.
If you’d like to set up an exchange, give us a call at (02) 88931984, 11:00 a.m. – 7:00 p.m. ET daily, or email us at firstname.lastname@example.org so we can get started on the process.
Returns and exchanges are currently only accepted by mail in an effort towards contactless transactions.
What do I do if I’m experiencing issues with my prescription?
It may take a few days to adjust to your new prescription, but if you’re issues continue with your pair, chat us or give us a call at (02) 88931984, 11:00 a.m.–7:00 p.m. ET daily. We’ll help determine the issue and make sure that your prescription is just right.