Frequently Asked Questions

Account Information

+ How do I log in?

It's easy. Just click on the login link in the corner of the screen and enter your username and password.

+ How can I recover my username or password?

Once you click on Login, choose the Forgot Password link, enter your email address and we will send you a link to reset your password.

+ Can I order new contact lenses by phone?

Absolutely! Just give us a call at 1-844-5-LENSES. We're here Monday – Friday between 8:00 AM – 9:00 PM, and 9:00 AM – 7:00 PM Saturday EST.

+ Can I access the website and order new contacts from my mobile device?

Yes, you can! To meet the needs of our members, we've designed a secure site that easily adapts to any device.

Product

+ Can I use my eyeglass prescription to order my contacts?

Making sure you have the right prescription is key to seeing your very best. That's why we ask that you use separate prescriptions for contact lenses.

+ Can I purchase colored, non-prescription contacts?

No. Due to Federal and State laws and regulations, you need a contact lens prescription. This is true even for lenses with no prescriptive power.

Ordering

+ How do I track my order?

Tracking your order is easy. Just follow the instructions below:
  • Once logged in, click your linked name at the top of any page.
  • Click "View Orders".
  • Click on the order number you would like to track.
  • In "Delivery/Tracking" please click the tracking link provided. Please note that if your order has not been completed and shipped, a tracking link will not be provided.

Tracking information is usually available approximately 24 hours from the day your order is shipped.

+ I made a mistake when ordering my new contacts. How can I fix it?

We understand that mistakes happen. As soon as you notice an error, give us a call at 1-844-5-LENSES and we'll be happy to correct the mistake and get the correct contacts to you.

If the incorrect lenses have already been shipped, simply return the unopened box and call our customer service department to get your prescription information corrected.

+ Does ContactsDirect.com have a contact lens order limit?

We want to help make sure you have enough contact lenses to suit your lifestyle. At this time, our order system prevents orders over $1000 to be placed online. If you want to place an order over $1000, please call 1-844-5-LENSES.

+ How do the Annual Supply discounts work?

You don't have to mail in any forms or rebates to get the lowest price advertised. With ContactsDirect, Annual Supply discounts apply automatically and instantly. Learn more about our Annual Supply discounts. If you have any additional questions, please give us a call at 1-844-5-LENSES.

+ Does ContactsDirect accept vision insurance?

Absolutely. Contacts Direct takes most major insurance plans as an in-network provider and is an out-of-network provider for many others. We can check your plan to see what savings you are eligible for and process most benefits online. When registering, check the box to register with your vision insurance. Our In-network insurances include EyeMed, Humana Vision, Aetna Vision, Anthem Blue Vision, and more!

Don't see your vision care provider among our in-network providers? Visit contactsdirect.com/out-of-network for details on our out-of-network options.

+ Do you take VSP?

While we are not a participating provider on VSP’s network, we can help you submit your out-of-networks claims directly to VSP. We can check your plan to see what savings you are eligible for and process your benefits.

Need help accessing your out-of-network benefits? Visit contactsdirect.com/out-of-network for details on our out-of-network options.

+ How do I read my contact lens prescription?

Your contact lens prescription contains specific information about the corrective power required to help you see clearly. You'll need to provide us with your prescription information when you order your contacts so we can send you exactly what you need. Below is an example of a typical lens prescription:

If you have any questions regarding your prescription or need to clarify the information contained within, contact your eye doctor. We cannot provide advice about your prescription, corrective requirements, or which lenses are best for you.

Payment

+ What forms of payment are accepted?

We accept a variety of payment methods, such as:
Credit cards - Visa, MasterCard, Discover, American Express
Unfortunately, we aren't able to accept checks, PayPal or cash on delivery (COD) at this time.

+ When will my credit card be charged?

We'll charge your card once your order is complete and has been shipped. While the charge is made when the order is completed, we do run a pre-authorization hold on the funds when the order is placed. Some financial institutions will display these holds, while others will wait until the order is completed. For more information on pre-authorization holds, we recommend contacting your card issuer using the customer service number located on your credit card.

+ Does ContactsDirect accept vision insurance?

Absolutely. Contacts Direct takes most major insurance plans and is an out-of-network provider for many others. We can check your plan to see what savings you are eligible for and process most benefits online. When registering, check the box to apply your vision insurance. Our In-network insurances include EyeMed, Humana Vision, Aetna Vision, Anthem Blue View Vision, and more! Visit our insurance page for full details on our in-network and out-of-network options. If you have any questions, please call us at 1-844-5LENSES.

+ Is it safe to use my credit card on this website?

Absolutely! We have security measures in place to protect the loss, misuse, or alteration of the information under our control. Your information is fully encrypted to ensure complete privacy. For more information about our internet privacy, please read our privacy policy.

Shipping

+ How long after I order should I expect for my contacts to be shipped?

Once you place your order, we call your provider to verify your prescription. After that, we ship your order.

We offer the following shipping options:
  • Shipping Type Time Frame Price
  • Standard 5-7 business days Free!
  • 3-Day 3-5 business days $11.99
  • Overnight 1-2 business days $19.99
  • Puerto Rico standard shipping 5-7 business days $7.00

+ Do you offer international shipping?

At this time we do not. We only offer shipping to United States physical postal addresses including Alaska and Hawaii.

Returns/Exchanges

+ What is the return and exchange policy?

We're happy to issue refunds and replacements in accordance with the return policy outlined below. Once we receive your return order, we will issue a refund within 10 business days. To keep you in the loop, we'll even send you an e-mail confirmation when the process is complete!

+ Returning Prescription Items

If a product is found unsatisfactory within 1 year of receipt, unopened boxes of lenses or sterile glass vials can be returned for a full refund, excluding shipping and handling charges. Please note, to receive a full credit on returned product, the boxes/vials must be unopened, undamaged, and not defaced in any way.

+ Damaged, Defective, or Incorrect Orders:

If you have received a damaged, defective, or incorrect order, please begin by contacting Customer Care immediately at 1-844-5-LENSES. If you believe that a lens or lenses are defective, please do not dispose of any the lenses; they may have to be returned to the manufacturer for analysis. We are unable to give refunds for defective lenses in opened boxes. However, we will replace any boxes or vials that are deemed defective by the manufacturer upon return.

+ How soon will my account be credited for a return?

We make every attempt to credit your account within 10 business days of receiving your return, but it can take up to one to two business days after we have credited your account for your bank to make the funds available. Please contact your bank with any questions regarding the processing time they need to make your funds available for use.

+ Can I return an open box of contact lenses?

Since contact lenses are considered medical devices and are FDA regulated products, federal law prohibits us from reselling opened products that are returned to us. Due to these restrictions, we are unable to accept returns on opened boxes of contact lenses.

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