Hi, Aura

Thank you for your feedback. We're truly sorry to hear that your previous pair of glasses did not meet your expectations due to the pupil distance issue. We understand how frustrating it can be when your vision isn’t as clear as it should be, and we sincerely apologize for the inconvenience this has caused.

Upon checking, we can see that you were provided with an exchange code and were able to successfully place a new order. We genuinely hope that your new pair will meet your expectations and provide the clarity and comfort you deserve.

If there's anything else we can assist you with in the meantime, please feel free to contact us via LiveChat(24/7), or call us at 1-855-487-6006(5am - 8pm PT), or email us at service@firmoo.com.

Hi, Sierra 

We’re truly sorry to hear you never received your order — we completely understand how disappointing and frustrating this must be.

It would have helped so much if we’d known about this sooner so we could investigate and resolve it for you right away. Since this order was placed back in 2024, it’s unfortunately much harder for us to trace the shipment or file a claim with the courier now.

However, we don’t want to leave you without support and we’ll do our very best to see what can be done, even if it’s been a while.

Thank you for your understanding and for giving us a chance to make this right.

Your exclusive Customer Service Representative will reach to you via email within 24 hours on weekdays and 48 hours on weekends. The email might be placed in your spam/junk folder. Please do check them as well there.