LensDirect FAQ’s

If you can't find the answer to your question, please don't hesitate to call us at 1-800-Lens-111 or email us at Info@LensDirect.com

POLICIES

Terms and Conditions

• All customers who order replacement contact lenses must have a valid prescription under the applicable provincial, state and/or federal laws.
• Your order must be for the same contact lenses that you are already successfully wearing. We accept no responsibility for our customers' lack of suitability to wear contact lenses.
• We rely on you to input your latest prescription through the online form, fax, or verbally over the phone.
• All customers have not been advised by a doctor not to wear contact lenses, or to stop wearing the prescribed contact lenses.
• We reserve the right not to supply contact lenses if we feel that the selected lenses are not in accordance with the specifications provided by your optician or optometrist, or may put you at some risk.
• By completing the online order form you agree to accept shipment for the selected product, and agree to pay by the method indicated on your order form.
• By completing the online order form you agree and accept that you are the person responsible for the credit card (when a credit card is applicable) and accept responsibility for all charges made on our site with your card.
• We reserve the right, at our discretion, to charge your credit card if we have shipped you an order, and the invoice is not paid within a reasonable amount of time.

How to Read Your Contact Lens Prescription?

Prescriptions can be difficult to read at first. But actually not difficult at all.

A standard prescription should include:

Description OS (Left Eye) OD (Right Eye) Brand Name, Name of Lenses. Acuvue Acuvue 2 Power/Sphere. Is a number between -20 and +20. -1.50 -1.75 Base Curve is a number between 8.0 and 10.0 steep or flat 8.7. Diameter is a number between 13.0 and 15.0.

If the contact lens wearer has an astigmatism and needs toric lenses, it should say:

Description OS (Left Eye) OD (Right Eye) Cylinder

It is important that the prescription contain the brand name of the lenses, as different brand names are made with different materials.

Shipping Methods, Times and Prices

LensDirect.com offers Free Shipping (US addresses only) on all orders above $89.00

USA

Please note, for our USA customers only, these shipping times apply after verification of your prescription.

• USA USPS Priority Delivery (3-5 business days after processing) is $9.95 USD
• USPS Overnight Express Delivery is $19.95 USD

Canada

• Canada Post Priority Delivery (3-5 business days after 2-day processing) is $6.95 CAD

WARRANTY

Contact Lenses

Your satisfaction in our contact lenses is always guaranteed. We are proud of our reputation. Our Goal is to deliver and deliver quality and excellent value to each and every customer.

LensDirect.com contact lens warranty:

• We guarantee that all of our lenses come in factory sealed containers. If you have a problem with any lens purchased from us at any time, please remove the lens immediately and let us know. We will process your return as quickly as possible. Follow the steps outlined in our return policy.
• If you feel that your lenses are defective, please enclose a photocopy of your prescription when you return the lenses to us. If your lenses are determined to be defective by the manufacturer, we will issue a store credit.
• Within 30 days of delivery of a shipment, you may return any unopened merchandise that's in its original condition purchased from Lens Direct, for a full refund.

Returns and Exchanges

• All orders must be returned within 30 days of delivery of a shipment, you may return any unopened boxes or vials that are in original condition purchased from LensDirect for a store credit or refund. We are currently unable to accept returns of opened items not in original condition, or items returned more than 30 days after delivery.
• If your prescription has changed LensDirect we will exchange unopened and unexpired lenses of contact lenses.
• If the exchange is for a product of higher value we will need your credit card information.

Mail all contact lens returns to:

LensDirect
2 East Merrick Rd
Valley Stream, NY 11598



Glossary of Common Eye-Related Terms
Aspheric - a thin contact lens with gradually changing power
Astigmatism - condition in which the cornea has an irregular curvature, often but not always occurring with hyperopia or myopia
Axis - precise location of the point where correction is needed on the eye
Base Curve - a number between 7.0 and 10.0 or a phrase, such as steep or flat, that describes the curvature of the eye
Bifocal - contact lenses with two or more viewing zones
Cleaning Solution - a liquid solution that aids in removal of debris from contact lenses
Colored lens - a contact lens with a tint or color added, either for handling/visibility purposes or to enhance or change eye color
Colorblends - brand name of colored lenses, Freshlook Colorblends
Cornea - referred to as the "window of the eye," it is the outermost layer of the eye
Corrective lens - see contact lens
Contact Lens - thin plastic material designed to fit over the cornea for the correction of a refractive error.
Cylinder - measurement of how much correction is needed for patients with astigmatism
Daily wear Contact Lens - contact lenses that are worn for one day
Deposits - accumulations of substances (usually protein) onto the contact lens
Diameter - the width of the eye, measured in millimeters
Diopter - measurement unit of the refractive correction of a contact lens
Disinfecting Solution - used to disinfect contact lenses
Enzyme cleaner tablets or Solution - see Solution
Eye Care Provider (ECP) - see Optometrist, Ophthalmologist, or Optician
Flat medium - a base curve of 8.6 or 8.7
Farsightedness - see Hyperopia
Glaucoma - a condition in which the pressure inside the eye is elevated to a point that can damage the optic nerve and cause a loss of peripheral vision, or blindness
Hyperopia - a condition in which a person can see clearly at a distance but not up close
Light filtering tint - designed for sports use, these tints help objects stand out against a background
Monovision - technique to limit the effects of presbyopia by correcting one eye for hyperopia and the other for myopia.
Multifocal - a contact lens with more than two viewing zones
Myopia - also known as nearsightedness, a condition in which a person can see clearly up close but not at a distance
Nearsightedness - see Myopia
OD - Oculus Dexter, Latin for right eye
OS - Oculus Sinister, Latin for left eye
Opthalmologist (MD) - medical doctor who specializes in eyes. Can perform exams, treat disease and perform surgery
Optician - not a medical doctor, but licensed to fit and dispense eyeglasses and contact lenses following written prescription from ophthalmologist or optometrist
Optometrist (OD) - performs exams, diagnoses and treats disease. In some areas they prescribe, fit and dispense eyeglasses and Contact Lenses
Oxygen permeability - the amount of oxygen diffusing through contact lens material under specified testing conditions
Power - see Sphere
Presbyopia - also known as farsightedness, a condition in which a person can see clearly at a distance but not up close
Rewetting Solution - used as a lubricant to increase comfort
RGP (Rigid Gas Permeable) lens - a contact lens made of slightly flexible plastics that allow oxygen to pass through to the eyes
Rinsing Solution - liquid solution that removes debris from contact lenses in preparation for use
Rx - prescription
Solution - there are many different types of solutions, made for different types of contact lenses
Sphere - a measurement of how much correction is needed, it is a number between -20 and +20.
Steep medium - a base curve of 8.3 or 8.4
Tint - depending on the contact lens, there are different types of tint such as a handling or visibility tint, light filtering tint, enhancement tint or color tint
Toric - contact lens designed to correct astigmatism by bearing two different powers at right angles
Visibility Tint - lightly tinted lenses for easier insertion and removal
Visitint® - brand name, lightly tinted lenses for easier insertion and removal


Contact Lens Prescriptions and the Federal Law: Learn how this law made it much easier for you to order your Contact Lenses.

Contact Lens Prescriptions And The Law

On February 4th, 2004, a Federal Law called the “Fairness To Contact Lens Consumers” act went into effect.

Under the Act, contact lens sellers must verify that American patients have had a contact lens fitting and that the prescription is not expired (verification). This Act only applies to US customers.

What does the law say? The law requires your doctor to release your prescription. If you had your last eye-examination after February 4, 2004, your doctor should have handed your prescription to you on completion of the fitting, whether you asked for it or not.

If LensDirect requests confirmation of your prescription from your doctor, he/she is legally required to confirm the prescription within 8 business hours. If your doctor fails to respond to our request within 8 business hours, the law allows us to assume the prescription is valid. Your doctor may NOT require you to sign any form of release or waiver prior to confirming your prescription. We are allowed to contact your doctor by phone, fax or email. We generally use Fax and/or Phone to request confirmation of prescriptions.

Do I need to provide you with my doctor’s phone and fax number? No. If you provide us with your doctor’s name (or the store where he works), and the city where you had the exam, we can generally find the phone and fax number.

How long is my prescription valid for? A minimum of 1 year, and 2 years in many states. Your doctor may place a shorter expiration time on your prescription, but only if there are documented medical reasons for doing so. If your prescription has an expiration date, you may want to ask your doctor to explain the medical reasons he/she has placed such a restriction on your prescription.

My doctor is requiring me to return for a follow-up visit before releasing the prescription, is this legal? Yes. The doctor may want to evaluate your eyes with the trial (fitting) lenses in place prior to releasing the prescription. He/she may also require you to pay for the fitting in full prior to releasing the prescription

My Doctor refuses to release my prescription unless I sign something. Is this legal? No. Your doctor may not require you to sign any form of release or waiver prior to confirming your prescription.


POLICIES

Privacy Policy

Your privacy is our main concern. That's why we will not disclose, rent or sell your email address or other contact information to any other company or service. We collect certain information in order to process your order and notify you when it is time to refill your order.
All information about you will be maintained with strict confidence.


POLICIES

Security Policy

We take the security of your information very seriously. We employ encryption technology and use the latest SSL (Secure Sockets Layer) technology - the industry standard for encryption technology.

Hours of Operation and Contact Info

Customer Service (Eastern Standard Time)
Monday – Friday 9am to 5pm
Toll-free Phone: 1-800-Lens-111
International Phone: 1-800-Lens-111 (1-800-5367-111)
Toll-free Fax: 1-800-772-5367
International Fax: 1-800-772-5367
Email: info@LensDirect.com

ORDERING

To order by phone, please call Customer Service toll free at 1-800-Lens-111.

Faxing Your Prescription

To fax your prescription to our office Fax to 1-800-772-5367.


When Should Contact Lenses be Replaced?

If contact lenses are still comfortable and in good condition beyond the recommended replacement schedule, it is still advisable to adhere to the wearing schedule prescribed. The main advantage of disposable lenses is that a fresh pair is worn daily or every couple of weeks.
Patients should always follow their Eye Care Practitioner's advice on wear, care and disposal of contact lenses.

Contact Lens Safety

Doctors warn contact lens wearers not to share their contact lenses! Contact lenses are medical devices and are fitted to the specific patient's parameters. When shared or handled improperly, they can also transmit harmful bacteria that can lead to infection or other dangerous eye conditions.