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Frequently Asked Questions

  1. 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 f...
  2. 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...
  3. 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 Departmen...
  4. 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 ...
  5. 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...
  6. I'm not getting emails from Lens.com. Help!
    There are a few things you can do to help ensure our emails get through: Make sure your email address on file is correct. To check this, go to secure/editaccount.asp" title="Edit Account Infor...
  7. 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 ...
  8. Do Your Customer Service Reps Work on 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...
  9. How to Order
    Need Help Ordering? We can walk you through the checkout process, step-by-step. To start the walkthrough, simply find your contact lenses in the list below, and we'll guid...
  10. 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 ...
  11. Money Back Guarantee
    A guarantee shouldn't be complicated, so ours isn't. At Lens.com we guarantee that you will receive the exact type and brand of contact lenses specified in your orde...
  12. 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...
  13. 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...
  14. How much does shipping & processing cost?
    At Lens.com we don’t bury the cost of shipping in every box we sell. We are completely transparent and let you decide what’s best for you. We offer you reliable shipping at extremely competitive price...
  15. Will my vision insurance pay for contact lenses?
    Lens.com is considered an "out of network" provider by the major insurance companies offering vision coverage. If you have an out-of-network contact lens benefit in your vision plan, you can simply pu...
  16. How do I look at the status of my referrals?
    It is easy to look at the status of your referrals. All you need to do is refer-a-friend" title="Refer A Friend">click here to go directly to the Refer a Friend Dashboard or log into your Lens.com ...
  17. 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 ">F...
  18. Novelty Lens FAQ
    Novelty (Halloween, Special Effect, FX, Theatrical) Lens FAQ Click the + sign to expand the answer to the questions you would like answered. I am concerned about the health of wearing Nov...
  19. 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 na...
  20. How do I read my prescription?
    Although the data that makes up your contact lens prescription may seem intimidating, a contact lens prescription is intended to keep your eyes safe and comfortable, in addition to making sure you’ll ...
  21. Refer a Friend Terms and Conditions
    Membership and Eligibility The Lens.com Refer a Friend Program ("Program") is open to all Lens.com customers, unless prohibited by law. While not restricted to Lens.com customers in the United St...
  22. Hassle-Free Returns
    It's easy to return contact lenses at Lens.com. Just give us a call and we'll take it from there! If your prescription changes we welcome your unopened and une...
  23. 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...
  24. Contact Lens Shipping & Delivery Timetable
    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 an...
  25. 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...
  26. How can I return a product?
    Returns are 'Hassle-Free' It’s easy to return contact lenses at Lens.com. Just give us a call and we’ll take it from there! You can speak with one of our friendly Customer Service Representativ...
  27. 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 inform...
  28. Contact Information
    Friendly Customer Service Representatives are available 24/7 by phone, chat, and email to help you. maintains the highest standards of customer service. If you have any problem involving our site or...
  29. Shipping vs. Billing Address for Contact Lenses
    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 ...
  30. 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.p> Plea...
  31. Customer Reviews and 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 our happy and loyal customers ha...
  32. 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 ...
  33. 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...
  34. Do you ship Internationally?
    Yes!  We ship orders world wide every day. We ship via FedEx International. Delivery times vary based on the shipping method. It is important to check with local customs departments in order to ...