FREQUENTLY ASKED QUESTIONS

Sneaking Duck is registered with nearly all of Australia's large health funds. Your receipt will include all the information that you will need - our provider number, the item codes and costs. You will need to send them our invoice with the appropriate claim form. Many people find most, if not all, of the price is covered.

We are currently registered with the following funds:

• Bupa (includes MBF, HBA, etc - see below)*
• AHM
• Australian Unity Health
• CBHS
• Defence Health
• Frank Health Insurance
• GMHBA
• Grand United Corporate
• HCF
• Health Partners
• health.com.au
• Latrobe Health Services
• NIB
• PeopleCare
• St Luke's Medical and Hospital Benefits Association
• Teachers Federation Health
• Westfund
• Medibank Private (please contact us)

There are also a number of health funds which don't require a provider number, such as: Lysaght Peoplecare, Navy Health, The Doctors' Health Fund, ACA Health Benefits Fund, National Health Benefits Australia, Cessnock District Health Benefits Fund, and Reserve Bank Health Society.

If your health fund isn't listed here, please contact us and we'll do our best to get registered so that you can claim. Please note that a few health funds haven't warmed to online - HBF sadly don't support online optical dispensers.

* BUPA funds include: MBF, Mutual Community, HBA, MBF Alliances (NRMA, SGIC, SGIO) ANZ Health, St George Health. Note that BUPA funds will only pay if you have physically shown us your prescription (email/fax is fine) to ensure that it has not expired. Our Bupa Provider Name: Mark Capps.

We find that most people have a large proportion of our price covered by their health fund, if not the whole amount. It depends on your level of cover and what you have claimed previously during the year. Your receipt will have full information with amounts and item codes. You can call your health fund for an estimate pre-purchase. They may ask for amounts and item codes - if you tell them the information below, they will be able to estimate your refund:

For our eyewear collection:

If you buy 1 pair of frames, at $180 then the price splits up as follows:

If you buy multiple pairs, then the $90 price is split in the same ratio.

If you have high index lenses, then all of the lens price, plus the $60 high-index charge, will be on item code 612 (high-index lenses) and there will be nothing on item code 212 (normal lenses) so the price splits up as follow:

Please note that this is intended only as a guide - your receipt will have the exact details.

For our sunglasses collection:

The extra charge is billed to item codes 632/672, Lens tinting, UV coating.

We'd love to do this, however the system doesn't enable it. HICAPS is the dominant system and has a policy requiring you to be physically present with your card in order to claim on the spot. We believe this is very unfair to online business and would like to be treated as equal with offline dispensers. If you share our view, please do let HICAPS know.

Yes! We can call your optometrist for you and get your prescription. Please fill out the form below and we will contact your optometrist for you and create an account containing your prescription so we're ready to roll.

Your pupil distance is the distance between your pupils. You need this measurement to order glasses so we can position the lenses correctly for you. While you can measure it yourself, it's a lot easier to have a professional do it for you. There are 2 ways to measure this, Monocular and Binocular. You should use one or the other.

• If there is only one number: enter it as your Binocular Pupil Distance.
• If there are 2 numbers, both around 60: They are both Binocular PDs and you will need to enter just one depending on whether you need distance or reading glasses. The first number is your Distance Vision (DV) Pupil Distance - enter this for non-reading glasses. The second number is your Near Vision (NV) Pupil Distance - enter this for reading glasses, remembering to include anything in the ADD column too.
• If there are 2 numbers, both around 30: These are your Monocular Pupil Distances, where the distance to each pupil from your nose is measured separately. You should enter both. The first number is for your right eye, and the second your left.

If you have the slightest doubt, just email us at framed@sneakingduck.com or call on 02 8006 0704. Do include a scan or photo of your prescription.

The average monocular pupil distance for males is: 65mm, and the average binocular pupil distance for females is: 62mm. (wikipedia)

Yes you can - lots of customers have told us they wished they could wear our frames, despite having perfect vision.

When you click 'Add to Cart' chose the top option 'Enter my prescription / Clear lenses'. Then click the check box marked 'I want clear (plano) lenses with no prescription'. The form will disappear as no further information is required.

Your frames will arrive with non-prescription (plano) lenses with anti-reflect and anti-scratch coating. Enjoy!

Contact us and we will help!

At the moment, our online system currently supports sphere power of -6 to +6 and cylinder of -3 to +3 for non-tinted lenses. The reason for this is that we want to be sure that your glasses are perfect and higher prescriptions can be a little trickier to ensure the perfect fit. If your prescription falls outside this range, please contact us and we'll be happy to work out what's possible. If we can't support yours don't worry - you can buy frames-only and have a local optician fit lenses into your Sneaking Duck frames.

For sunnies, it's a little different - we currently only support prescriptions from -4.00 to +5.00 sphere in our sunglasses range. For technical reasons we can't provide tinted ultra- or extra-thin lenses. We're working hard to change this.

Please ask the optometrist that you visited most recently for a copy of your prescription. They should be able to post it, fax it or email it to you. Be sure to ask for them to include your Pupil Distance. Sometimes you'll encounter resistance to supplying your prescription - we've found being sweet, but insistent, generally solves the problem. And don't forget that they are obliged to give you a legible copy. See our online form here.

Australian prescriptions have an expiry date, and we can only fill them before this date. If your prescription has expired you should book in for an eye test with a local optometrist before placing your order with Sneaking Duck. Most often you'll find that Medicare will pick up 100% of the bill, and it generally only takes 15 minutes. Ask them to include your Pupil Distance on the prescription. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

If you have any doubt about how to enter your prescription, please email framed@sneakingduck.com, including a photo or scan of your prescription.

Sphere (SPH) - this is the overall power of your prescription. We can currently fill prescriptions of between +6 and -6. We're working to expand this range, but in the meantime you can buy frames and have your local optician fit your lenses. Don't forget the + or - sign as this indicates long or short sighted correction respectively. Sometimes the measurement is multiplied by 100, so you see -325 instead of -3.25.

Cylinder (CYL) - this is an additional correction for people with astigmatism, where one axis of the eye requires a different correction to the other. We currently fill +3 to -3 Cylinder prescriptions. Sometimes the measurement is multiplied by 100, so you see -125 instead of -1.25.

Axis - this indicates the axis of correction for an astigmatism.

Add - sometimes a bit of additional power is required for reading glasses. If your prescription includes 'add' then you should enter them if you want glasses for reading. Don't forget to use your Near Vision (NV) Pupil Distance in this case.

Prism & Base - This is a less common correction and unfortunately we can't currently support it. You can still buy frames-only and have a local optician install the lenses into Sneaking Duck frames.

The optometrist you visited most recently will have your prescription on record. They will be able to post it, fax it or email it to you. Be sure to ask them to include your Pupil Distance. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

Alternatively, you can provide us with your optometrist's details and we can contact them ourselves.

Your local optometrist will be able to test your eyes. To find your local optometrist, just do an online search for 'optometrist' or 'eye test'. Normally Medicare pick up 100% of the bill. Tests don't take long - between 15 and 45 minutes, depending on the optometrist and your personal needs. During the test, ask them to include your Pupil Distance on the prescription. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

Yes. If we can't support your prescription, or you'd rather get the lenses elsewhere, we can supply you with a frame with no lenses. Just select this option in the secure check out process. There is a price reduction of $20 per frame.

Not yet, sadly. We want to be sure that your glasses are perfect and progressives are a little trickier, so we don't supply them yet. However, if we find a way to do it well, we will. You are welcome to buy frames-only and have the lenses put in your Sneaking Duck frames by your local optician.

Yes - we will happily fit new lenses to your Sneaking Duck frames. Please contact us and then get the frames back to us. We charge $90 for normal lenses and $150 for high index (thinner) lenses.

We use lenses of various thicknesses to ensure the perfect combination of your prescription and our frames, usually at no extra cost. For higher prescriptions (stronger than -4 or +5) we use ultra-thin (1.67 index) and extra-thin (1.61) aspheric lenses. Our website will advise you on the cart page. The technically advanced materials used for ultra-thin lenses are very expensive so we have to include a $60 charge to cover the extra cost. If you'd prefer to use these ultra-thin lenses with a lower prescription, just contact us.

We currently only support prescriptions from -4.00 to +5.00 sphere in our sunglasses range. For technical reasons we can't provide tinted ultra- or extra-thin lenses. We're working hard to change this.

We work with a locally-run optical laboratory here in Sydney. They source the lenses from a variety of world-class suppliers.

Nope, because we believe that these should be the norm.

We include top-quality multi-coat as standard on all our lenses: UV-proof, anti-reflective and scratch-resistant.

For tinted lenses, we use top-quality hard-coat that protects against scratches, and then also include UV protection and tinting.

For our plano (non-prescription) sunglasses, there is also the added benefit of polarisation coating.

Yes - we have a range of awesome sunnies available. Click here.

We love sunnies and we will be growing our range. Right now, we've picked the frames that we think work best. However, if you are particularly keen on another pair, then contact us and we will see what we can do.

We currently only support prescriptions from -4.00 to +5.00 sphere in our sunglasses range. For technical reasons we can't provide tinted ultra- or extra-thin lenses. We're working hard to change this.

For our prescription lenses, we use top quality hardcoat, tinting and UV protection. For our plano (non-prescription) sunglasses then we also include polarisation for free.

Lucky you! To use your gift certificate, you shop in the normal way on our site, and then enter the Ref No from your certificate right at the end.

So, have a browse around the site and add what you'd like to the cart. You then enter your prescription and shipping address. When you click continue, you will be able to enter your gift certificate Ref No.

If the total amount is more than your gift certificate, you will be taken to our secure payment system to pay the remainder. If you haven't used the full amount of your certificate, you will be able to use the remainder on another purchase later.

You can read them here.

We accept VISA, MasterCard and Paypal.

As quickly as we can possibly rush them to you. We aim to dispatch in 2-3 days using overnight couriers wherever possible. Sometimes things work against us and it can take up to 10 working days to get your frames to your face. If you live in a remote area delivery can be slower. If you want to check in on exactly where your frames are, contact us and we'll let you know where things are at.

We aim to dispatch in 2-3 days using overnight couriers wherever possible. Sometimes things work against us and it can take up to 10 working days to get your frames to your face. If you live in a remote area delivery can be slower. If you want to check in on exactly where your frames are, contact us and we'll let you know where things are at.

We really want the whole world to enjoy Sneaking Duck frames so we deliver globally for free, however there are a couple of differences for our friends overseas. If you live outside of Australia, we use standard Australia Post Air Mail which takes 3-10 days to most destinations. See here for details by country. Given the longer delivery time, we extend our returns period accordingly, however return shipping will be at your expense. Note that you will be responsible for any local customs tariffs and payments.

We want you to love your new frames. If for any reason you don't, we want to fix that. You can return your frames for any reason within 30 days for a replacement, different pair or complete refund. See here for full details.

We want you to love your new frames. If for any reason you don't, we want to fix that. You can return your frames for any reason within 30 days for a replacement, different pair or complete refund. We'll pay the postage from within Australia. Please ensure that no wear and tear has occurred.

If you want to return your frames, please contact us. Please let us know what the problem is and whether you would like a new pair or a refund. We'll let you know how to return the frames which should be securely packaged up with frames, case and cloth.

Please contact us if you'd like to modify your order and we'll do our best to get things sorted how you'd like them.

Don't worry, it can be sorted out!

Trot along to your local optician, some will help you out for free, and others only charge a minimal amount. Usually it just needs a quick tweak to exactly match your face, normally involving a bit of frame bending. Let us know if you have any issues.

If the quick tweak doesn't solve the problem, or for any reason you don't absolutely love your new frames, you can return them to us within 30 days for a replacement, for a different pair or for a complete refund. See our returns policy for full details.

We have offices with big, graffiti ducks painted on the walls and our full range of frames in the heart of Sydney's Surry Hills. We love nothing more than talking about frames, so if you'd like to try them on, please send us an email at framed@sneakingduck.com and we'll arrange a personal consultation with you. We normally take appointments between 10am-4pm on weekdays, but if this really doesn't suit, we'll work with you to find another time.

We're always on the lookout for people who love frames as much as we do to join the team as we grow, so if you're interested send us an email and your CV to framed@sneakingduck.com.

We're thrilled you're here :) We have a full media kit available for you that contains assets including our latest press releases, our logo, high resolution images of product, images of the team and the website. We've even included a video that we hope you'll like!

To access the kit or if you'd like to talk to us direct, please contact our communications contact and co-founder, Jodie Fox or CEO and co-founder Mark Capps at framed@sneakingduck.com or on 02 8006 0704.