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North America
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Europe
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Asia Pacific
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South America
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Rest of the world
Frequently Asked Questions
Shipping & Returns
Learn MoreQ1: What is the shipping rate and shipping time?
Q2: What is your return policy?
A: Since prescription lenses are custom-made products, we do not accept returns for wrong prescription ordered due to customer's mistakes. Please pay close attention to your prescription information when you place your order.
We will offer the customer service to make every customer happy
For any cases, you should contact us at support@vr-wave.store
Q3:What happens if the shipping carrier lost the parcel?
A: Since the shipping is out of VR WAVE's control, we will advise you to contact the shipping carrier for assistance. However we will still remain reachable at support@vr-wave.store
Orders
Learn MoreQ1: What is IPD?
A: IPD stands for interpupillary distance—which means the distance between the center of your eyes. There is a space in our product page for you to fill in and please use the distance IPD when ordering. If there is no IPD on your prescritption form, you can download a mobile app named "eyemeasure" from google play store or apple app store, and you can use the app to measure the IPD.
The reason why IPD/PD is optional is that we will only make adjust for people with extreme IPD values, for people's eye which are in the range of 62-70 IPD, no adjustment will be made.
Q2: On my prescription form there are two value of the IPD, what should I enter?
A: Some prescription form have a single IPD, while some indicates left PD and right PD respectively. For those whose form has only one IPD, simply enter the value into the text box; for those whose form has two values, please enter the information with this format: L: (Your left eye's PD), R: (Your right eye's PD).
Q3: Do you make progressive lenses?
A: Progressive lenses do not perform well on VR, so we do not make progressive lenses for VR. The ADD figure on your prescription form is the reading distance information, which we do not need for manufacturing.
Q4: Reading or Distance Prescription?
A: If you have tri-focal prescription or bi-focal prescription, use the distance prescription is recommended.
In VR, the normal viewing distance is approximately 5 meters, so you should use the distance to place the order. However, suitability varies among individuals, and customers are suggested to compare the distance and intermediate prescription (Tri-focal situation) and see which one suits best.
Q5: Should I use my contact prescription or eye glasses prescription when ordering?
A: You should use your eye glasses prescription when ordering. If you only have contact lenses' prescription information with you, the PWR value can be converted to SPH. The value PWR will equal to SPH with an addition of 0.25. For example if your PWR of OD is 3.50, you should add 0.25 and enter -3.75 as the SPH value on our website. You can ignore the BC and DIA value on your contact lenses' box. The SPH cnoverted should always be in negative because contact lenses can only correct nearsightedness which is represented in minus.
If you have astigmatism, you also have to enter the corresponding value of CYL and AXS. No value adjustment needed for CYL and AXS when you use the contact lenses' value to order.
Please note that when you use the contact lenses' prescription to order, pick the minus value for the SPH, NOT the plus sign.
Q6: How can I ensure my credit card information is securely protected?
A: We use two payment gateway providers, which are stripe and paypal. Both companies are reputable payment processors, and VR WAVE will never have the access of your credit card information as those information are hidden from merchants like us.
Q7: Why some part of my prescription form is written as "DS"? What does that mean?
A: For the parts that are written as "DS" that means there is no value in those parts. For example, if you see "DS" for CYL and AXS, that means you do not have astigmatism and you can skip the entry for CYL and AXS
Q8: I wear reader glasses only, how should I order on your website?
A: The reader glasses corrects hyperopia, which is represented in plus sign at the SPH. For example if the magnification strength of your reader glass is 1.25, that means you should order by picking SPH +1.25 for both eyes.
Q9: What are the available payment method?
A: We support visa, mastercard, amercia express, JCB, UnionPay, Apple Pay and Google Pay.
Lenses Care and Others
Learn MoreQ1: Are you lenses high-index? Why I do not see the high-index option?
A: For lenses with higher prescription we automatically make your lenses as high index (thinner), so that the prescription lenses will not touch the headset's lenses. We do not charge extra for high-index because high-index is necessary for high prescription.
Q2: Can I use my medical credits / insurance to pay for the lenses?
A: Sorry that we only accept money payments and no credits/insurance payment will be accepted.
Q3: Should I use the glass spacer when using VR WAVE lenses?
A: It is recommended to use the glass spacer so as to increase the distance between the lenses and your eyes. In rare cases, some customers who has bigger noses will have the lenses touching the nose, and using the glass spacer can alleviate the potential issue.
Q4: Should I clean the lenses with the alcohol wipe provided?
A: Yes, you can use the alcohol wipe to clean the lenses. It is safe to do so.
Q5: How should I store the VR WAVE lenses?
A: You can either keep the lenses installed onto the headset, or store them at the pouch we provided. In any cases, do not put the headset under the sun, as sunrays will cause permanent damages to the headset's lenses.
Q6: How to install the lenses?
A: You can visit our installation guide page by scanning this QR code, or visit https://solo.to/vrwave. There you can check on the installation videos of each type of lenses.
Q7: Why do magnets rust?
A: Most magnets contain iron, which is prone to rusting when exposed to moisture or liquids. This can damage the magnet and reduce its effectiveness over time.
Q8: How can I keep my magnets from rusting?
A: To prevent rusting, follow these steps:
Avoid water exposure: Ensure magnets do not come into contact with water, sweat, or any other liquids. Dry immediately: If your magnets accidentally get wet, dry them thoroughly with a soft, absorbent cloth. Keep away from cleaning solutions: Do not expose magnets to cleaning products or other liquid components, as they can accelerate corrosion.
Q9: Can I clean magnets safely?
A: Yes! Use a dry or slightly damp cloth to wipe away dirt. Make sure to dry the magnet immediately if it gets damp. Avoid using strong chemicals or soaking the magnet in water.
Q10: What should I do if my magnets rust?
A: If rust appears: Gently clean the area with a dry, soft cloth. Contact us at support@vr-wave.store, so we can assist you further.
Q11: What is photochromic lenses?
A: Photochromic lenses are “photo-sensitive” lenses that darken when exposed to UV light, such as sunlight, and return to their translucent state once they are no longer exposed to UV rays. The change typically starts within 30 seconds and is usually completed in about 2 minutes. If the weather has weak UV light, like on a cloudy day, the photochromic effect will be diminished. Additionally, if you are in a car that has UV protection film on the windows, this will also affect the photochromic effect.
Q12: Is it safe to use antifog wipes on VR Wave prescription lenses?
A: Yes, it is safe to use antifog wipes on prescription lenses, provided the product is labeled as "safe for coated lenses." Most antifog wipes are designed to be gentle on lens coatings, including those commonly used in prescription eyewear.For added assurance, you can test the wipe on a small, inconspicuous area of the lens before applying it to the entire surface.
Q1: What is the shipping rate and shipping time?
United States
Lenses
Standard: USD 10USD (15 - 18 days including manufacturing time)
Expedite: USD 38USD (6 - 8 days including manufacturing time)
Free Shipping for order value higher than 180USD
For Alaska, Gaum, and Hawaii, shipping fee will be USD$18 in standard, shipping time is 15-18 days
Quest 2 Face Cover, Halo Strap & Magnetic bases packs
Standard: Free Shipping (8 – 10 days)
Quest 2 Carrying Case
Standard: USD$4 (8 – 10 days)
We do not support air force addresses
Canada
Lenses
Expedite: USD$21 dollars (8-12 days including manufacturing time)
Standard: USD$10 dollars (14-18 days including manufacturing time)
Quest 2 Face Cover, Halo Strap & Magnetic bases packs
Standard: USD$10 dollars (9 - 18 days)
Mexico
Lenses
Standard: USD18 dollars (18 - 35 Days)
Accessories
We do not ship to Mexico for the accessories product
United Kingdom
Lenses
Standard USD 14USD (14 - 18 days including manufacturing time)
Free Shipping for order value higher than 180USD
Accessories
Standard: USD$15 dollars (12 – 18 days)
Rest of Europe
Lenses
Expedite: USD$18 dollars (12-16 days including manufacturing time)
Standard: USD$12 dollars (16-21 days including manufacturing time)
Quest 2 Face Cover, Halo Strap & Magnetic bases packs
Standard: USD$12 dollars (17 - 21 Days) + VAT Tax
Australia
Lenses
Expedite: USD$19 dollars (8-12 days including manufacturing time)
Standard: USD$8 dollars (12-20 days including manufacturing time)
Accessories
Standard: USD$8 dollars (10-18 days)
Japan
Lenses
Expedite: USD$18 dollars (8-12 days including manufacturing time)
Standard: USD$7 dollars (12-16 days including manufacturing time)
Accessories
Expedite: USD$18 dollars (8 - 12 Days)
Standard: USD$7 dollars (12 – 16 days)
Taiwan
Lenses
Standard: USD$5 dollars (7 days)
Accessories
Standard: USD$5 dollars (7 days)
India
Lenses
Standard: USD$9 dollars (~30 days including manufacturing time)
Accessories
Standard: USD$15 dollars(~30 days)
Chile
Lenses
Standard Shipping: USD$10 dollars (14 - 24 days including manufacturing time)
Accessories
We do not ship accessories to this region.
Brazil
Lenses
Standard: USD$18 dollars (35-40 days including manufacturing time)
Accessories
Standard: USD$18 dollars (35-40 days)
Rest of South America
Lenses
Standard: USD$18dollars (35-40 days including manufacturing time)
Accessories
Standard: USD$18dollars (35-40 days)
Rest of the world:
Lenses
Standard: USD$17 dollars (12-30 days including manufacturing time)
Accessories
Standard: USD 15 dollars (12 – 16 days)
Israel, South Africa:
Lenses
Standard: USD$18 dollars (12-30 days including manufacturing time)
Accessories
Standard: USD$18 dollars (12 – 16 days)
Russia & Ukraine
Due to unpredictable logistic schedule, we temporarily suspend shipping to Russia until further notice
Middle East (Kuwait, Qatar, United Arab Emirates, Egypt)
Lenses
Standard: USD$25 dollars (10-30 days including manufacturing time)
Accessories
Standard: USD$25 dollars (8-11 days)
Saudi Arabia
Lenses
Expedite: USD$20 dollars (7-10 days including manufacturing time)
Standard: USD$10 dollars (10-18 days including manufacturing time)
Accessories
Standard: USD$10 dollars (10-18 days )
Q2: What is your return policy?
A: Since prescription lenses are custom-made products, we do not accept returns for wrong prescription ordered due to customer's mistakes. Please pay close attention to your prescription information when you place your order.
We will offer the customer service to make every customer happy
For any cases, you should contact us at support@vr-wave.store
Q3:What happens if the shipping carrier lost the parcel?
A: Since the shipping is out of VR WAVE's control, we will advise you to contact the shipping carrier for assistance. However we will still remain reachable at support@vr-wave.store
Q1: What is IPD?
A: IPD stands for interpupillary distance—which means the distance between the center of your eyes. There is a space in our product page for you to fill in and please use the distance IPD when ordering. If there is no IPD on your prescritption form, you can download a mobile app named "eyemeasure" from google play store or apple app store, and you can use the app to measure the IPD.
The reason why IPD/PD is optional is that we will only make adjust for people with extreme IPD values, for people's eye which are in the range of 62-70 IPD, no adjustment will be made.
Q2: On my prescription form there are two value of the IPD, what should I enter?
A: Some prescription form have a single IPD, while some indicates left PD and right PD respectively. For those whose form has only one IPD, simply enter the value into the text box; for those whose form has two values, please enter the information with this format: L: (Your left eye's PD), R: (Your right eye's PD).
Q3: Do you make progressive lenses?
A: Progressive lenses do not perform well on VR, so we do not make progressive lenses for VR. The ADD figure on your prescription form is the reading distance information, which we do not need for manufacturing.
Q4: Reading or Distance Prescription?
A: If you have tri-focal prescription or bi-focal prescription, use the distance prescription is recommended.
In VR, the normal viewing distance is approximately 5 meters, so you should use the distance to place the order. However, suitability varies among individuals, and customers are suggested to compare the distance and intermediate prescription (Tri-focal situation) and see which one suits best.
Q5: Should I use my contact prescription or eye glasses prescription when ordering?
A: You should use your eye glasses prescription when ordering. If you only have contact lenses' prescription information with you, the PWR value can be converted to SPH. The value PWR will equal to SPH with an addition of 0.25. For example if your PWR of OD is 3.50, you should add 0.25 and enter -3.75 as the SPH value on our website. You can ignore the BC and DIA value on your contact lenses' box. The SPH cnoverted should always be in negative because contact lenses can only correct nearsightedness which is represented in minus.
If you have astigmatism, you also have to enter the corresponding value of CYL and AXS. No value adjustment needed for CYL and AXS when you use the contact lenses' value to order.
Please note that when you use the contact lenses' prescription to order, pick the minus value for the SPH, NOT the plus sign.
Q6: How can I ensure my credit card information is securely protected?
A: We use two payment gateway providers, which are stripe and paypal. Both companies are reputable payment processors, and VR WAVE will never have the access of your credit card information as those information are hidden from merchants like us.
Q7: Why some part of my prescription form is written as "DS"? What does that mean?
A: For the parts that are written as "DS" that means there is no value in those parts. For example, if you see "DS" for CYL and AXS, that means you do not have astigmatism and you can skip the entry for CYL and AXS
Q8: I wear reader glasses only, how should I order on your website?
A: The reader glasses corrects hyperopia, which is represented in plus sign at the SPH. For example if the magnification strength of your reader glass is 1.25, that means you should order by picking SPH +1.25 for both eyes.
Q9: What are the available payment method?
A: We support visa, mastercard, amercia express, JCB, UnionPay, Apple Pay and Google Pay.
Q1: Are you lenses high-index? Why I do not see the high-index option?
A: For lenses with higher prescription we automatically make your lenses as high index (thinner), so that the prescription lenses will not touch the headset's lenses. We do not charge extra for high-index because high-index is necessary for high prescription.
Q2: Can I use my medical credits / insurance to pay for the lenses?
A: Sorry that we only accept money payments and no credits/insurance payment will be accepted.
Q3: Should I use the glass spacer when using VR WAVE lenses?
A: It is recommended to use the glass spacer so as to increase the distance between the lenses and your eyes. In rare cases, some customers who has bigger noses will have the lenses touching the nose, and using the glass spacer can alleviate the potential issue.
Q4: Should I clean the lenses with the alcohol wipe provided?
A: Yes, you can use the alcohol wipe to clean the lenses. It is safe to do so.
Q5: How should I store the VR WAVE lenses?
A: You can either keep the lenses installed onto the headset, or store them at the pouch we provided. In any cases, do not put the headset under the sun, as sunrays will cause permanent damages to the headset's lenses.
Q6: How to install the lenses?
A: You can visit our installation guide page by scanning this QR code, or visit https://solo.to/vrwave. There you can check on the installation videos of each type of lenses.
Q7: Why do magnets rust?
A: Most magnets contain iron, which is prone to rusting when exposed to moisture or liquids. This can damage the magnet and reduce its effectiveness over time.
Q8: How can I keep my magnets from rusting?
A: To prevent rusting, follow these steps:
Avoid water exposure: Ensure magnets do not come into contact with water, sweat, or any other liquids. Dry immediately: If your magnets accidentally get wet, dry them thoroughly with a soft, absorbent cloth. Keep away from cleaning solutions: Do not expose magnets to cleaning products or other liquid components, as they can accelerate corrosion.
Q9: Can I clean magnets safely?
A: Yes! Use a dry or slightly damp cloth to wipe away dirt. Make sure to dry the magnet immediately if it gets damp. Avoid using strong chemicals or soaking the magnet in water.
Q10: What should I do if my magnets rust?
A: If rust appears: Gently clean the area with a dry, soft cloth. Contact us at support@vr-wave.store, so we can assist you further.
Q11: What is photochromic lenses?
A: Photochromic lenses are “photo-sensitive” lenses that darken when exposed to UV light, such as sunlight, and return to their translucent state once they are no longer exposed to UV rays. The change typically starts within 30 seconds and is usually completed in about 2 minutes. If the weather has weak UV light, like on a cloudy day, the photochromic effect will be diminished. Additionally, if you are in a car that has UV protection film on the windows, this will also affect the photochromic effect.
Q12: Is it safe to use antifog wipes on VR Wave prescription lenses?
A: Yes, it is safe to use antifog wipes on prescription lenses, provided the product is labeled as "safe for coated lenses." Most antifog wipes are designed to be gentle on lens coatings, including those commonly used in prescription eyewear.For added assurance, you can test the wipe on a small, inconspicuous area of the lens before applying it to the entire surface.
Still got questions? Drop us a message below!
Customer Inquiries:support@vr-wave.storeMedia Collaborations:pr@vr-wave.store