Frequently Asked Questions
Our FAQ's offer answers to our customer's most common questions. If your question is not answered, please contact our Customer Service Department for assistance.
Johnson and Johnson Product Update
Company Information
Order Information
- What information do I need to order contact lenses?
- How to Order & Buy Contacts Online
- Can I fax my order to Lens.com?
- How can I return a product?
- How does the Order Status Page Work?
- What does Availability mean?
- How do I cancel an Order
- How can I speed up my order processing?
- How can I send my prescription to Lens.com
Shipping and Processing
- How do you ship your products? Lens.com Shipping Times & Methods
- What if my package is damaged when I receive it?
- How much does shipping & processing fees cost?
- Contact Lens Shipping & Delivery Timetable
- What if I have a problem with my shipment?
- How do I track my order & status?
- Do you ship Internationally?
- Do you ship to APO or FPO addresses?
Pricing and Billing
- Does Lens.com charge a membership fee? Tax?
- What are my payment options?
- Contact lenses with insurance - will my vision insurance pay for contact lenses?
- Is it safe to use my credit card on line?
- When will my credit card be charged?
- How do I redeem a Lens coupon or promo code?
- What is a Flexible Spending Account (FSA)?
Prescriptions
- Do I need a copy of my prescription to order contact lenses?
- How do I know if my prescription is valid? How long is contact prescription good for?
- How does Rx contact lens prescription verification work?
- How do I read my contact prescription, and contact box?
- Can I order a different brand of contacts than my prescription?
- How recent does my prescription have to be?
- I just received my eyeglass prescription. Can I use my glasses prescription for contacts?
- Can I get color contact lenses without a prescription?
My Account
General Information
Refer a Friend Program
Corporate Policies
Rebates
- How do I receive my rebate?
- Contact Rebates: What contact lens brands have rebates?
- How do I check the status of my rebates?
- How long does it take to get my rebate?
- Do I process my rebate card as debit or credit?
- How long do I have to submit my rebate?
- When does the rebate card expire?
- What do I do if I lost my rebate card?
Online Vision Test
- Do online vision tests really work?
- How does the vision test work?
- Does the vision test examine my eye health?
- Where can I use my new prescription?
- Why does it matter what state I take the exam in?
- What method of payments are accepted?
- When do I pay for my test?
- What is your refund policy?
- How do you ensure the security and safety of my test and medical information?
- Do I need a webcam?
- Can anyone take the online vision test?
- Do I need a previous prescription to take the online eye exam?
- What if I have to stop the test while in the middle of it?
- Am I guaranteed a prescription if I take the test?
- What is the review process for my prescription?
- How often should I renew my prescription?
- How do I access my prescription?
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