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Connect with our concierge team

Chat with our support team
Call or text us at 650-769-9485
Email concierge@xphealth.co

Our hours are 9am - 5pm PT, Monday through Friday.

If you don’t hear back from us right away, someone from our team will reach out shortly to answer your questions.

Frequently Asked Questions

Payment

Yes, you can! It’s actually even better than that. Each member can order up to their company allowance of eyewear per year using their benefit credit towards each pair. As an employee, you can also invite additional members that each get the same number of credits as you. You can invite members from the Members dashboard.

Most items available on our platform can usually be paid for with an FSA or HSA, including prescription glasses, reading glasses (prescribed by an optometrist or not) and non-prescription glasses with blue-light filters, which is included in both our Premium and Best-In-Class lens quality packages. We recommend that you check with your FSA/HSA administrator to confirm their coverages.

Yes you can, with or without a prescription from an optometrist.

Most FSA and HSA administrators will let you use your benefit to purchase blue-light blocking glasses. We recommend that you check with your FSA/HSA administrator to make sure they cover blue-light glasses.

Sunglasses are only covered by FSAs or HSAs if they have prescription lenses. Typically, non-prescription sunglasses, despite their protection against UV light coming from the sun, are not covered by FSA/HSA administrators.

It’s super easy. Simply enter your FSA or HSA card information as the payment method at check-out. If you don’t have a debit card, you can print the receipt for your order and submit it to your administrator, along with any other documents they require.

Orders

Here’s how it works:

  1. Activate your membership and add your information to the Account dashboard of our platform where it is stored for use throughout the process of ordering glasses.
  2. Use our artificial intelligence powered Frame Profile — including our Face Scan to measure your facial dimensions — to receive recommendations for frames you’ll love that will also fit you well.
  3. Choose up to 6 high-quality frames from your company’s customized online eyewear store, which are then shipped to your home to try on.
  4. Order your favorite glasses, using your benefit and providing your prescription if you have one.
  5. We’ll ship your glasses to you with doctor-recommended lenses, with your prescription and/or with filters to protect your eyes against UV and blue light.

You can check your order status from the Orders dashboard. You can also contact us via the online chat, or send us an email at concierge@xphealth.co and we will help you out.

Depending on the frames you choose, and the lens features selected, you should get your glasses within 4 to 10 business days from when you place your order. You should also receive an email at the address you provided when activating your XP Health account with shipping and tracking information.

Not automatically. All members can use their benefit credit on any pair of glasses they order, but we cannot apply your insurance benefits at check-out. If eligible, you may be able to submit an out-of-network claim with your vision insurance provider using the receipt from your order with us.

We are very sorry that happened to you. Please contact our support team via phone (650.769.9485), online chat, or email at concierge@xphealth.co, and one of our concierge team members will help to correct the situation for you.

Products

Yes, we offer both prescription and non-prescription sunglasses on our platform. You are able to choose up to six frames online and have them shipped to your home in our Home Try-On Kit, so that you can easily find the perfect pair.

Yes! You can use any of your benefit credits towards an annual supply of your prescribed brand of contacts. If you only need a couple of packs, we will prorate your order based on the amount in an annual supply.

Yes! Transitions (light sensitive) are available on the platform as an Optional Lens Upgrade. For progressives and bifocals, feel free to reach out to our Concierge team (concierge@xphealth.co) or the online chat to help you.

Home Try-On

Absolutely! You can choose up to six different frames to be sent to your home to try them on and decide which ones you want to order.

We don’t offer designer-brand glasses in the home Try-On box because of the high demand for those styles, and their expense. But let us know via our live chat or email concierge@xphealth.co if you have a specific frame that you love and we’ll make our best efforts to ship it to you to try if we have them in stock.

If they are designer frames, we don’t include those in the home try-on boxes due to the high demand for those styles, and their expense. But let us know via our live chat or email concierge@xphealth.co if you have a specific frame that you love and we’ll make our best efforts to ship it to you to try on at home if we have them in stock.

We charge a $1-$5 fee per frame to try frames at home. This allows us to collect and verify your purchase information and helps us cover shipping costs. We will credit the total home try-on cost to your subsequent purchase of eyewear.

We don’t have a store or office where you can try them on. But please let us know via our live chat or email concierge@xphealth.co if you have a specific frame that you love and that isn’t available. We’ll make our best efforts to ship it to you to try on at home if we have them in stock.

Shipping, returns, exchanges & refunds

We have a 30-day, hassle-free return or exchange policy for all of our eyewear. If you are not satisfied with your order, we’ll exchange your glasses with another pair, or issue a full refund, within 30 days of when you received the glasses from XP Health.

We have a 30-day, hassle-free return or exchange policy for all of our eyewear. If you are not satisfied with your order, we’ll exchange your glasses with another pair, or issue a full refund, within 30 days of when you received the glasses from XP Health. Just reach out to us via our online chat, email us at concierge@xphealth.co, or call us at 650.769.9485.

If you are not satisfied with your order for any reason, we’ll either make an exchange for a different pair of glasses, or issue a full refund, within 30 days of when you received the glasses from XP Health.

If you are not satisfied with the glasses you received to try on at home, let us know using our online chat or email us at concierge@xphealth.co. We’ll have you send those back to us, and we’ll send you a new box free of charge until you find a pair that you love.

Our 1-year guarantee covers the lenses in glasses you have ordered from XP Health. We’ll replace any scratched lenses for free within a year of order.

Fit, frame selection & lenses

Many people have this challenge, which is why we developed our proprietary AI Face Scan, which measures your face shape and dimensions using your webcam and recommends the best frames for you. This creates an online experience that is much faster than going to a physical store to shop for frames, and helps you narrow down your choices online to aid in decision making.

No, we never store the image of your face or any representation of your likeness. You can opt-in to storing the facial dimensions associated with your Face Scan so that we can provide the best eyewear recommendations for you, but you can also erase this data from our platform at any time from your Profile dashboard.

Not yet! We are currently working on an augmented reality try on with eyewear. We are planning to release this towards the end of 2021.

Prescriptions

If you uploaded your prescription to your Account dashboard on the XP Health platform, then it has been saved there for your and our future use.