Frequently Asked Questions
At twelve84®, we deliver more than just eyewear – we provide a turnkey solution built to help independent practices compete with big-box and online retailers. Our packaged eyewear model pairs high-quality, affordable frames with a seamless ordering process that keeps your team efficient and your optical sales strong.
Below, you’ll find clear answers to the most common questions about our products, pricing, and how we make optical easier – for you and your patients. If you’d like to download the full FAQ packet, just click here.
Do you have an in depth FAQ packet to download?
Yes, you can access the download right here.
Do the lenses come with an AR Coating?
Yes. All twelve84® lenses have an AR coating. The Inspire package uses a top-level, multi-phobic AR coating. It is very easy to clean and highly scratch resistant. The Discover package uses a very good AR coating application.
How does the billing work?
You will automatically be billed by OpticalX, LLC, the parent company of twelve84®. This fee covers the full delivery of the twelve84® eyewear service. On the 20th of the month, there will be an automatic withdrawal of payment in full for the product sold in the previous month.
What is the warranty?
All twelve84® eyewear comes with a full one-year warranty.
Is free shipping offered?
Yes. twelve84® pays for all shipping expenses. If a return request needs to be processed, we ask that you donate the returned product to the optical charity of your choice.
What is included in the twelve84® product kit?
The standard product kit includes 80 curated pieces from our 120-piece collection. Also included is a POP plaque, an eyeglass case and cleaning cloth to display the brand to your patients. Customized kits are also available.
Does twelve84® work with vision care plans?
No. twelve84® is priced to be extremely affordable for patients paying cash, purchasing a second pair, or using a VCP to purchase contact lenses. You do have the option of purchasing a frame only for use with your VCP network lab.
How is the quality of the frames?
twelve84® has customized every frame offered in the collection. The line was fully designed in the U.S. with top-line materials from around the world. For example, many of the frames use spring hinges from Comotec in France. The beta titanium material is imported from Japan, and we use Italian Mazzucchelli acetate for multiple pieces.
Can the twelve84® patient prices be changed?
twelve84® has made it easy for your practice to capture patient sales with attractive pricing. However, you are able to charge a higher price if you think it’s appropriate for your practice.
Are the lenses conventional or digital?
The Discover SV package is a high-quality stock lens. The Discover FT-28 is a traditional bifocal with premium AR coating. All other package types are HD digital lenses.
What is the cancellation policy?
There is no penalty for canceling twelve84®. Just contact Customer Support for assistance in unsubscribing.
Do you charge for remakes?
twelve84® provides one free remake for any reason within 90 days.
What if there is an issue with an order?
Customer Support at twelve84® is your point of contact for any issues. We handle all inquiries, questions and problems. twelve84® handles all communication with the lab and frame manufacturer so you don’t have to.
Do you have an EHR integration?
Yes. We are fully integrated with Revolution EHR. It takes only a few short minutes to activate your inventory and start ordering.
Can just the frames be purchased?
Yes, you can purchase frames directly from us at a wholesale rate of $59 per ophthalmic frame and$59 per sun frame. You then have control of the retail price of the frame, it is not set by twelve84®. We are listed in FramesData at $69/ophthalmic frame and $79/sun frame. A 1-year warranty is included on frame only purchases.
Who manufactures the lenses?
twelve84® lenses are made by a 5-star certified independent lab. The lenses have been tested by COLTS independent testing laboratory to ensure their excellence in quality that meet or exceed ANSI standards.
Are practice employees able to get a discount on twelve84®?
All twelve84® packages ordered by staff will be given a 50% discount off the wholesale cost of the package.
Is it required to display all the frames?
No. You can merchandise the product however you see fit.
