Fovevia support
Frequently asked questions
Find answers about choosing lenses, preparing your prescription and caring for your lenses.
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Choose a topic to jump to its questions.
01
Device & compatibility
Start with your model, generation and lens type before choosing any options.
Which lenses do I need for my device?
Match the complete device model and generation to the lens product. VR inserts sit in front of the headset’s original lenses; AR display glasses may need an insert or carrier; smart-glasses replacement lenses replace lenses in a matching frame model and size.
These formats are not interchangeable. Confirm the exact version listed for the product. If your model is missing or unclear, ask Support before choosing lenses.
Can I reuse my lenses with a different device?
Only when the lens product explicitly lists both devices as compatible. A similar model name, frame shape or attachment does not establish that the lenses or adapter can be reused.
Before moving an existing set, check the new device’s exact generation, variant and attachment requirements. If the combination is not listed, ask Support to check it rather than trying to make the parts fit.
Can I order lenses without a prescription?
Choose a non-prescription, or plano, option if it is listed for your exact device. Plano lenses provide no vision correction, and availability varies by product. They still need the correct physical fit.
Check the product’s options and included parts before selecting plano lenses. If you need vision correction but do not have a current prescription, ask an eye-care professional for the appropriate document before ordering prescription lenses.
What is included with my order?
The product’s “What’s included” list identifies the items supplied. Check whether the price covers one lens or a pair, and which carriers, mounting parts or care accessories are listed for your selected configuration.
A pictured headset or smart-glasses frame is not included unless it is expressly listed. If you are unsure whether you need an additional carrier or attachment, confirm the contents with Support before ordering.
02
Prescription & review
Keep your original prescription nearby so every eye, value and sign stays correct.
Which prescription should I use?
Use a current prescription from your eye-care professional, in the type requested for your selected product. A distance, reading, computer, contact-lens or progressive prescription should not be substituted for another without confirmation.
Check the product guidance before entering values. Fovevia can explain its fields and submission requirements, but does not issue or change prescriptions. If you are unsure which prescription document applies, ask your prescriber.
What do the numbers on my prescription mean?
OD means right eye and OS means left eye. SPH is the spherical lens power. CYL is the astigmatism correction, and AXIS gives its orientation. PD is pupil distance; ADD is extra near power; prism includes a power and base direction.
Copy each eye’s values with every plus or minus sign, keeping CYL and AXIS together. Complete only the fields required for your product. If notation such as PLANO, PL or D.S. does not match the form, keep the original document and ask for clarification. For anything unclear, use prescription help before submitting details.
Do I need to provide my PD?
That depends on the exact product. Some products request one total PD value; others may request separate right and left measurements. A headset’s adjustable IPD does not establish one rule for every lens product.
Use the requested format and copy the measurements as supplied. Do not estimate missing values or split a total yourself. If the required PD is absent or unclear, ask your eye-care professional or Support before submitting.
What if my prescription includes ADD, prism or values outside the form?
Ask Support to confirm whether the exact product can accommodate the complete prescription before ordering. ADD, prism, high powers and other unusual values require product-specific acceptance; an available option on one product does not apply to every device.
Keep all values and prism base directions as written. Do not round to the nearest available value or hide missing fields in an order note. Support can explain the appropriate review route.
03
Fit, use & care
Use the instructions for your exact lens product alongside your device’s own guidance.
Will lenses affect clarity or field of view?
The result depends on your device, prescription, lens profile and eye position. Inserts should not be expected to remove glare, god rays, edge blur or other effects produced by the headset’s own optics.
If the image looks unexpectedly blurry, check that the product and left/right orientation match the instructions, and review the device’s fit settings. Consult the product’s viewing notes or contact Support if the issue remains.
Will they work with tracking and headset accessories?
Check the compatibility notes for your exact lens product and accessory combination. Eye or face tracking, glasses spacers and third-party face interfaces can have different clearance and fitting requirements.
A supported headset model does not automatically confirm every accessory setup. Use only combinations described for that product, and ask Support about any unlisted interface or attachment before installing the lenses.
What if the lenses touch my face or the headset?
Stop using the setup if an insert presses on your nose, catches your eyelashes, touches the headset optics or causes discomfort. Available space varies with face shape, prescription, interface thickness and headset adjustment.
Follow the product’s removal instructions without forcing or modifying the parts. Contact Support with the exact device, lens product, accessories and clear fit photos so the contact point can be checked.
How do I install and remove my lenses?
Follow the instructions for your exact product: VR inserts, AR carriers and smart-glasses replacement lenses can use different fitting and removal procedures. Check the product identity, orientation and included parts before you begin.
Handle the lens edges and avoid forcing or bending the attachment. If you share a headset, remove or swap wearer-specific inserts only as instructed. Ask Support if the fitting responsibility or removal method is unclear.
How should I clean and store my lenses?
Use a clean, dry microfiber cloth and handle the lenses by their edges, unless the exact product guide specifies a different care method. Keep the lens-product instructions separate from the headset or smart-glasses manufacturer’s care instructions.
Store removable lenses clean and dry in a protective container when they are not in use. Avoid pressure on the lenses or attachment, and check the product guidance before using any additional cleaning method.
04
Ordering & production
Fovevia lenses are made to order, so accurate details matter before production starts.
How do I submit and check my prescription?
Prepare your current prescription and confirm the exact device first. Follow the submission instructions for the selected product and provide only the requested fields. If an upload option is provided, use that route for prescription files, not a general contact form.
Before confirmation, compare both eyes, signs and required fields with your original document. If an uploaded document and manual entry differ, resolve the mismatch before production. Ask Support for help if a value or submission method is unclear.
How long does production take?
The current production target is 1–4 business days before dispatch. Fovevia products are made to order, with no ready-made stock; carrier transit time is separate from this making time.
Production timing starts once the required order and prescription details are complete. Check the product’s current estimate before ordering, and allow time to resolve any missing or unclear information before production can begin.
Can I change or cancel my order?
Contact Support as soon as you notice a change is needed, including a shipping-address correction. Whether an order can be changed or cancelled depends on its stage and the terms that apply to the made-to-order product.
Include your order reference and the exact correction you need. Support can check the order stage and applicable terms. Do not assume a change or cancellation is confirmed until you receive a reply.
05
Shipping & tracking
Delivery begins after production, with transit depending on your destination and service.
Do you ship to my country?
Turkey is excluded from Fovevia shipping. For other destinations, availability depends on the complete delivery address and the carrier services offered for that order.
Check the shipping options for your complete delivery address before placing an order. If your location is not listed or no service appears, ask Support to confirm availability before proceeding.
How long does delivery take?
Total waiting time includes production first, then carrier transit after dispatch. Transit estimates depend on the destination and delivery service; they are not the same as the lens production target.
Use the product and shipping information shown for your order to check both stages. Carrier estimates are not guaranteed arrival dates, and customs processing may add time. Ask Support if you need help understanding an estimate.
How do I track my order?
For a tracked delivery service, use the carrier details supplied after dispatch. Tracking follows the parcel’s journey; it does not show lens production progress, and a shipping label alone does not confirm carrier collection.
If an update is missing or the parcel is beyond its estimated delivery window, contact Support with the order reference and latest tracking event. A gap between scans does not by itself establish that a parcel is lost.
Will I need to pay taxes or customs fees?
Taxes, import duties and carrier charges depend on the destination and the terms shown for your order. Do not assume these charges are included or prepaid unless your order information expressly says so.
Review those terms before ordering and check any local import requirements. If customs requests an invoice or other order document, ask Support what can be provided.
06
Returns & warranty
The order details and the issue you report help determine the next step.
What if I ordered the wrong device or prescription?
Contact Support promptly with your order reference, device model and a brief description of what needs correcting. Share prescription details only through the submission route specified for your order. Each lens product is made to order, so correction or remake options depend on how far the order has progressed.
Support can confirm the next step under the applicable terms. A replacement for customer-entered errors is not automatically free, and a requested correction should not be treated as approved until confirmed.
What if my lenses arrive damaged or do not match my order?
Report the problem to Support promptly, with your order reference, exact device and clear photos. Keep the lenses, packaging and labels, including when the product does not fit as described in its published compatibility information.
The delivered item can then be checked against the order and product description. Support will explain the available replacement, remake or refund route under the applicable terms. Wait for instructions before repairing or returning anything.
Can I return prescription or non-prescription lenses?
Return eligibility can differ between custom prescription lenses and non-prescription, or plano, products. Made-to-order items may have restrictions once production begins; plano products are returnable only where the applicable terms allow it.
Check the terms for your product and contact Support before sending an item back. If it arrived damaged, was incorrect or did not match published fit information, describe that issue when requesting help.
What does the warranty cover?
Coverage and duration depend on the warranty terms for the exact lens product. Check those terms for covered faults, exclusions and claim requirements; do not assume every product has the same cover.
To request help, contact Support with your order reference, device model and a description of the problem, adding clear photos where useful. Keep the item and packaging until you receive inspection or return instructions.
Still need help?
Tell us your device model and what you need help with. Include your order reference if you have one. Do not send prescription files through a general contact form; ask for the appropriate submission route.