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Frequently Asked Questions
- About Lens.com
We are a leading direct-to-consumer marketer of contact lenses!
We supply all the major brands and types of contact lenses at prices up to
70% below retail. Our company is the fastest growing d... - What information do I need to order contact lenses?
A contact lens prescription is made up of specific data which we require to fill your order. All of this information is available on the packaging of the contact lenses you are currently wearing, or... - Does Lens.com charge a membership fee? Tax?
Absolutely not! You don't need to join a "membership club" to do business with Lens.com!
And because contact lenses are a prescription product, there is no sales tax.
Order online or contact our C... - Do I need a copy of my prescription to order contact lenses?
Yes. Lens.com requires a valid prescription for all contact lens orders.
You can obtain a copy of your prescription from your doctor and forward it on to Lens.com, or you can simply provide Lens.c... - How do I create an Account?
Your Account allows you flexible access to our system, streamlining the
ordering process, allowing you to monitor the status of your orders, or reorder
your prescription quickly and easily. All y... - Refer a Friend!
Referring friends and colleagues to Lens.com is simple and easy. All you need to do is tell your friends about the discounts and services that Lens.com offers to all its customers. As a Thank You, yo... - Return Policy
At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order.
Each lens will arrive sealed in the manufacturer's sterile packaging or your purc... - Does Lens.com carry all brands of contact lenses?
We at Lens.com sell the brands and types worn by over 99% of all contact lens wearers.
If you don't see the exact contact lens you wear, or are looking for, contact our Customer Service Department ... - Do your customer service representatives work on sales commission?
No, At Lens.com, we select our customer service professionals for their people skills, not for their sales skills.
“No Sales Commission”; means no pressure when you order your contact lenses from Le... - Privacy Policy
Our store maintains a strong commitment to your privacy.
Lens.com considers the responsible use of personal information to be a critical element in enabling the Internet to reach its potential as ... - How does the Referral Program Work?
Referral Program
Which of my friends are eligible?
How can I ensure my friends' privacy?
How do I refer a new client to Lens.com?
How much do I get paid?
Will I be notified if someo... - Are my lenses automatically reordered?
Our system offers an array of reorder options for your convenience.
Default - When you first place an order your lenses will not be automatically reordered.
Iinstead the system will send y... - How do I know if my prescription is valid?
Most prescriptions are valid for one or two years depending on the state.
Lens.com is an advocate of proper eye health and encourages all its customers to receive regular eye examinations.
If yo... - What are my payment options?
At Lens.com we accept payments by:
Visa
Master Card
American Express
Discover Card
Money Order (mail orders)
More about Pricing and Billing
... - What if my package is damaged when I receive it?
At Lens.com we guarantee that you will receive the exact type and brand of
contact lenses specified in your order and confirmed by your eye doctor's prescription.
Each pair will arrive sealed in m... - How do I order a product?
At the top of every page on our site you will find three easy to use navigational dropdowns which will
allow you to locate lenses by Lens Name, Manufacturer Name, or Lens Type. Simply browse through... - Best Price Guarantee
We at Lens.com check the prices of all major online, and retail contact lens distributors on a
daily basis. On average our customers tell us that our prices are 15% less than any other reputable
... - Satisfaction Guarantee
At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription. Each pair will arrive sealed in ma... - Can I fax my order to Lens.com?
Lens.com maintains the highest standards of customer service. If you have any problem involving our site or your purchase please contact us immediately and we will do our best to service your needs as... - How much does shipping & handling cost?
- Shipping
Our Expedited Shipping method offers our customers a reliable service at extremely competitive prices / rates.
We also ship some of our packages by FedEx.
If you have a shipping pref... - Will my optical insurance plan pay for the lenses?
Every insurance plan is different.
If your plan covers replacement contact lenses, please submit the paperwork (packing slip) you receive with your lenses along with your proof of purchase to your i... - How does prescription verification work?
Federal Law requires us to verify all prescriptions with the appropriate eye care provider.
This can happen in two ways, either you fax us a copy of your prescription or you can provide us with the... - How do I update my Account Profile?
Lens.com has provided a number of different avenues for accessing and editing your account information, from Shipping and Billing Addresses to Checking on the Status of Referral Credits or Current Ord... - Referral Statistics
If you have already referred some of your friends and family and are interested in
reviewing the status of your Referral Credits, simply login in to your Lens.com Account.
Referral Credits
... - Security Policy
Lens.com is committed to securing your personal information.
We recognize that your privacy and security are of the utmost importance, and we have devoted a great deal of effort to ensure that your ... - Terms & Conditions of Use
The use of this site is governed by the Terms and Conditions of Use set forth below and elsewhere on the site as indicated.
For terms governing shipping, returns and payment, please refer to our Fre... - Referral Terms and Conditions
1. Making Referrals
Everyone who is a registered customer of Lens.com is eligible for the
Referral Program. You become a
referrer of Lens.com when you send your first ... - How do I check on my order's status?
Lens.com understands the importance of being able to track your Order, and has provided an easy to use system to track any outstanding order through your Account.
Order Status
Visit t... - How do I read my prescription?
A contact lens prescription is made up of specific data which we require to fill your order.
All of this information is available on the packaging of the contact lenses you are currently wearing, or... - Is it safe to use my credit card on line?
Yes, it's extremely safe.
Our e-commerce system uses SSL (Secure Sockets Layer) - the industry standard for encryption technology.
It is used to create a secure transaction environment for commer... - How long after I order my contact lenses can I expect to receive my order?
Because of the volume we ship we are able to stock 90% of all popular contact lens prescriptions.
If your lenses fall into these common parameters we will process your order the day we receive it ... - How can I return or exchange a product?
At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order. Each lens will arrive sealed in the manufacturer's sterile packaging or your purcha... - Contact Information
Lens.com maintains the highest standards of customer service. If you have any problem involving our site or your purchase please contact us immediately and we will do our best to service your needs as... - Customer Feedback
Lens.com strives to maintain the highest level of customer service by keeping careful track of all of our customer's comments and concerns. Below is a sampling of what some of our customers have to ... - How does the Order Status Page Work?
Lens.com wants to keep its customers as informed as possible about their order.
The Order Status page monitors our system and constantly updates the information so that we offer a great deal of in... - What if I have a problem with my shipment?
At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your eye doctor's prescription.
Each pair will arrive sealed in m... - When will my credit card be charged?
Your Credit Card will not be charged until the product is shipped.
This means that although we will accept and verify your card number when you place an order,
the charge will not be applied to y... - Can I purchase one brand of contact lens if I have a prescription for another?
Unfortunately, not. Contact lenses come in different sizes and must be fit to your eye by an Optometrist or Ophthalmologist.
As a replacement center, we can only sell you contact lenses that you are... - How can I ship my contacts to a location other than my billing address?
If you need to have an order shipped to an address other than your billing address, you can add an alternate shipping address during the Checkout Process.
Checkout Page
Select Lenses
... - If I have forgotten my password, how can I log into my account?
Forgotten Password
Visit the My Account Login Page
Click the 'Forget Your Password?' button
Fill in the email account associated with your account
Click 'Ema... - How do I redeem a coupon?
Lens.com coupons codes are unique sequences of letters and numbers that are entered during the Checkout Process. These
codes allow our system to apply the appropriate discount to your order. If you ... - How do I track my order?
You may check the status of your Lens.com order and track the shipment by visiting our
Order Status page.
Orders will be listed by the Order Number and are also identified by their order date, shi... - What does Availability mean?
Because of the volume we ship we are able to stock 90% of all popular contact
lens prescriptions. If your lenses fall into these common parameters we will
process your order the day we receive it ... - How do I cancel an Order
Lens.com seeks to maintain high standards of customer satisfaction, if at anytime
before your order has been shipped you become uncomfortable with your order you may cancel
the order or any portio... - Do you ship Internationally?
We ship orders world wide every day, delivery times are usually 5-10 days from dispatch.
To avoid unexpected customs fees or duties, check with the customs department in your country about its impor... - What is the reminder email, and how do I edit it?
The Reminder email is a service Lens.com provides to all of its customers. Our system keeps track of the lenses and quantities that you order,
when our records show that your prescription is runni... - I just received my eyeglass prescription. Can I order contact lenses from it?
Unfortunately not. Your eyeglass prescription only has the power part of the contact lens prescription. In addition to the power the proper base curve (BC) and diameter (DIA) are needed to order con... - Can I get color contact lenses without a prescription?
No. Colored contact lenses come in different sizes and must be fit to your eye by an Optometrist or Ophthalmologist. As a replacement center, we can only sell you contact lenses that you are already... - What are my email preferences?
Lens.com is dedicated to offering you premium customer service and the lowest prices on your contact lenses.
Part of this service are a variety of emails – from reminders for when your current pr... - How can I speed up my order processing?
You can reduce your order's processing time by sending us a copy of your current prescription:
Fax your prescription to us toll fee at 1-866-670-4464
Scan your prescription and then email ... - Do you ship to APO or FPO addresses?
Lens.com is proud to service the Armed Forces.
We ship to APO and FPO addresses.
If you are shipping your order to an APO/FPO address, please enter the appropriate term (APO or FPO) in the 'city' ... - How can I send my prescription to Lens.com
There are two easy ways to send Lens.com your current prescription:
Fax it to us toll fee at 1-866-670-4464
Scan it and email it to myRx@Lens.com
Please write your order number on your prescrip...
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