Got a question?

Visit our FAQ page
Email us
Contact us at live chat
Call us at +1 888 4740381 | +44 330 828 0880
Monday to Friday
(Available from 9 AM to 3 PM PT)
Call us at +1 888 4740381 +44 330 828 0880 Monday to Friday (Available from 9 AM to 3 PM PT)

Frequently Asked Questions

Shipping & Returns

North America

United States

Lenses
Expedite: USD$19 dollars (8~12 days including manufacturing time)
Standard: USD$8 dollars (14-16 days including manufacturing time)
For Alaska, Gaum, and Hawaii, shipping fee will be USD$18, shipping time is 12-16 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
Europe

United Kingdom

Lenses
Expedite: USD$20 dollars (8 - 12 days)
Standard: USD$10 dollars (12 - 16 days)

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
Asia Pacific

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)
South America

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

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 )

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

Orders

Learn More

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.

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).

A: Progressive spectacles have 2 or more prescriptions in one pair of glasses. That allows you to do close-up work (like reading a book), middle-work (like checking out a website on a computer), or distance viewing (like driving) without needing to change your glasses. They are sometimes called Multifocal Lenses.

Progressive lenses does not work well in VR as in real life, and single focal lenses will be a better type of lenses for viewing in VR. Therefore, VR WAVE only make lenses for single focal lenses in VR. Progressive lenses’ wearer shall follow the below guidelines when ordering from VR WAVE.

For customers that wear bi-focal spectacles in real life, it is recommended to use the distance prescription to place the order. For customers that wear tri-focal spectacles, it is recommended to use the intermediate prescription to place the order. Despite the recommendation, the effects of the lenses will vary among individuals, thus we highly recommend customer to try out which prescription type works best for them in VR before ordering. In this way, you are able to put your correct prescription on our website.

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.

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.

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.

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

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.

A: We support visa, mastercard, amercia express, JCB, UnionPay, Apple Pay and Google Pay.

Lenses Care and Others

Learn More

A: We use DHL/UPS/TNT/FEDEX/USPS to send out the lenses, rates are as follows:

United States

Lenses
Expedite: USD$19 dollars (8~12 days including manufacturing time)
Standard: USD$8 dollars (14-16 days including manufacturing time)
For Alaska, Gaum, and Hawaii, shipping fee will be USD$18, shipping time is 12-16 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
Expedite: USD$20 dollars (8 - 12 days)
Standard: USD$10 dollars (12 - 16 days)

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 )

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

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.

A: We support visa, mastercard, amercia express, JCB, UnionPay, Apple Pay and Google Pay.

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.

A: Sorry that we only accept money payments and no credits/insurance payment will be accepted.

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.

A: Yes, you can use the alcohol wipe to clean the lenses. It is safe to do so.

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.

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.

お問い合わせ

ご質問はこちらからお気軽にご連絡ください。

Customer Inquiries: support@vr-wave.store
Media Collaborations: pr@vr-wave.store

Got a question?

Frequently Asked Questions

Shipping & Returns

Q1: What is the shipping rate and shipping time?

United States

Canada

Mexico

United Kingdom

Rest of Europe

Australia

Japan

Taiwan

India

Chile

Brazil

Rest of South America

Rest of the world:

Israel, South Africa:

Russia & Ukraine

Middle East (Kuwait, Qatar, United Arab Emirates, Egypt)

Saudi Arabia

Q2: What is your return policy?

Orders

Q1: What is IPD?

Q2: On my prescription form there are two value of the IPD, what should I enter?

Q3: Do you make progressive lenses?

Q4: Reading or Distance Prescription?

Q5: Should I use my contact prescription or eye glasses prescription when ordering?

Q6: How can I ensure my credit card information is securely protected?

Q7: Why some part of my prescription form is written as "DS"? What does that mean?

Q8: I wear reader glasses only, how should I order on your website?

Q9: What are the available payment method?

Lenses Care and Others

Q1: Are you lenses high-index? Why I do not see the high-index option?

Q2: Can I use my medical credits / insurance to pay for the lenses?

Q3: Should I use the glass spacer when using VR WAVE lenses?

Q4: How to install the lenses?

Q1: What is the shipping rate and shipping time?

United States

Canada

Mexico

United Kingdom

Rest of Europe

Australia

Japan

Taiwan

India

Chile

Brazil

Rest of South America

Rest of the world:

Israel, South Africa:

Russia & Ukraine

Middle East (Kuwait, Qatar, United Arab Emirates, Egypt)

Saudi Arabia

Q2: What is your return policy?

Q3:What happens if the shipping carrier lost the parcel?

Q1: What is IPD?

Q2: On my prescription form there are two value of the IPD, what should I enter?

Q3: Do you make progressive lenses?

Q4: Reading or Distance Prescription?

Q5: Should I use my contact prescription or eye glasses prescription when ordering?

Q6: How can I ensure my credit card information is securely protected?

Q7: Why some part of my prescription form is written as "DS"? What does that mean?

Q8: I wear reader glasses only, how should I order on your website?

Q9: What are the available payment method?

Q1: Are you lenses high-index? Why I do not see the high-index option?

Q2: Can I use my medical credits / insurance to pay for the lenses?

Q3: Should I use the glass spacer when using VR WAVE lenses?

Q4: Should I clean the lenses with the alcohol wipe provided?

Q5: How should I store the VR WAVE lenses?

Q6: How to install the lenses?

お問い合わせ