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HOME   »   FAQ

FAQ

What if I forget my password or email?

To retrieve your password, please click "Login" on the supper right hand corner of the screen. Click on "Forgot Password?" and you'll be prompted to enter your email address. Click "Submit" and we'll email you a link that will allow you to change your password. If you forget your email, please call our customer service: 1-800-536-7111 or email our customer service: info@lensdirect.com.

How do I change my email or password on my account?

Sign in with your original information, click “Your Account” link on the top right of the page, then click “Login & Password Info” and enter the new information. Next, click "Submit" and you will be done! Then your new email address will receive an email with a link to confirm the email change.

Can I sign into my account if I forgot my password and no longer have access to my listed email address?

No, you will not be able to login without your email address or password. To retrieve your email and password, please call our Customer Service: 1-800-536-7111 or email our Customer Service: info@lensdirect.com. We ask for these methods to protect your information from being accessed by others.

How safe is my personal information?

The security of your information is our top priority. Your personal information will never be sold to or shared with third-party marketers. Please visit our Security page for details.

Why didn’t I get a forgot password email?

If you initiated a password reset but haven't received an email, check your spam, or bulk mail folder. If you still can't find the email, call our Customer Service: 1-800-536-7111 or email us: info@lensdirect.com. To ensure future emails will always make it to your inbox, please add LensDirect.com to your “Safe Senders” or “Trusted Sites” list.

What is AutoRefill?

To ensure you will never run out of your contact lenses, you can sign up for our AutoRefill program. We will deliver your contacts automatically at whatever interval you'd like. In addition, you will recieve 5% off each order once you sign up for the AutoRefill program.

How to sign up for AutoRefill?

First, add the contact lenses prescribed by your eye doctor to your cart. On the product page, you'll be able to see an AutoRefill box. Check the box and indicate how often you would like to receive your contact lenses. Learn more about our AutoRefill Program.

How do I update my billing information?

To update your billing information login to your account and click the tab at the top of the page that says "AutoRefill" to edit your payment info, or add a new payment method.

How to cancel my AutoRefill program?

To cancel your AutoRefill program login to your account, click the tab on the left that says AutoRefill. Next, click Cancel Autoship at the bottom of the page.

How do I place an order?

LensDirect.com makes shopping online for contact lenses quick and easy! Our How to Order page will quickly teach you how to order a product. If you’re still having trouble, call us at 1-800-536-7111 to help you through the process.

How to order by phone?

To order by phone, please call our toll free Customer Service line: 1-800-536-7111. We are available 24 hours a day, 7 days a week.

How do I order if I wear a different brand in each eye?

If you wear different brands in each eye, you can choose contacts for one eye at a time. On the product page, choose the quantity of "Left Eye" as zero and enter the parameters for your right eye. When you are done with the right eye, naviage to your left eye brand. Enter the parameters for your left eye and select zero as the quantity of "Right Eye".

How can I modify/cancel an order?

To cancel or modify your order, please call our Customer Service: 1-800-536-7111 or email our Customer Service: info@lensdirect.com

How to apply a coupon code?

You can add a coupon on the Payment page. Once you have proceeded to enter your billing information, you will see a box to enter your coupon code. Enter the coupon code and click "Apply", the coupon discount will adjust your order total. If you're having difficulty redeeming a coupon code, please contact us for help.

Do you charge sales tax?

Prescription products ordered will not incur a sales tax. Please note that non-prescription products such as sunglasses and accessories ordered may incur a sales tax.

What if I want to send a gift?

We love helping you make your friends and family smile! You can purchase an E-Gift card from the "Accessories" tab.

How to redeem a gift card?

There are two ways to redeem your gift card. You can either add a gift card code on the "Payment" page once you have procedded to check out, or redeem the giftcard balance and add it to your account credit in your account.

The style I want is out of stock. Is it gone forever, or will it be restocked?

Styles that are out of stock and still available normally take a few weeks to arrive at our warehouse. If the style is discontinued by the manufacturer, then it will not be available again. (To see if an item that is out of stock has been discontinued or will be re-stocked, call our Customer Service line: 1-800-536-7111)

How to check the status of my order?

To view the status of your order login to your account, and click My Account at the top of the page. Click "Recent Orders" to see what stage your order is on and where it is in the journey to you. You will receive an email notification with a tracking number once when your order is shipped.

Do I need a prescription to place an order?

Yes. We require a valid prescription for every order. On February 4th, 2004: “Fairness To Lens Consumers” act went into effect. Under this Act, contact lens sellers must verify that American patients have a contact lens fitting, and that the prescription is not expired (verification). This Act only applies to US customers.

How do I order if I don’t have a copy of my prescription?

No worries, you can always send your prescription later. Fax us your prescription 1.800.772.5367 or email it to info@lensdirect.com.

How do I send you my prescription?

Please fax us your prescription to 1.800.772.5367 or email it to info@lensdirect.com.

How does the confirmation of my prescription work?

Lens Direct requests confirmation of your prescription from your doctor, he/she is legally required to confirm the prescription within 8 business hours. If you 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.

How Do I Read My Prescription?

Prescriptions include:
OD (Right Eye) OS (Left Eye)
Brand Name/Name of Lenses (ex. Acuvue)
Power/Sphere - Also Called Strength or SPH (ranges from -20 to +20), Plano or Flat means no Power (0.00)
BC - Base Curve (usually a 8.x or 9.x number)
DIA - Diameter (ranges from 13.0 to 15.0)
Add – This is just for bifocal or multifocal lenses. It will have a + (plus) symbol or be labeled high, medium, or low.
CYL - Cylinder (just for toric or astigmatism contact lenses). Is between 0 and 180 and always ends in a zero.
Axis - just for toric or astigmatism contact lenses. Is between 0 and 180 and always ends in a zero.
Click here to see How to interactive RX information.

Do I need to provide you with my doctor’s phone and fax number?

Yes. Please provide us with the phone number of your eye doctor, or you can fax or email the prescription after you place your order.

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 placed such a restriction on your prescription.

Do all of your Sunglasses have UV400 Protection?

Yes, all of our sunglasses block harmful UVA & UVB rays.

Do the sunglasses come with a case?

Most of our sunglasses come with a case. If not, we will indicate that on the product page.

What payment methods can I use to pay for my order?

We accept both credit cards and debit cards. We accept Visa, Mastercard, American Express and Discover.

Shipping Methods, Locations & Prices

LensDirect.com offers FREE Shipping (US addresses) on all orders above $49.00.
USA
$6.95 USD: First Class Mail (Standard Shipping)
$9.95 USD: USA USPS Priority Delivery (3-5 business days after processing*)
$19.95 USD: USPS Overnight Express Delivery
International (Canada):
$49.95 USD: Priority Delivery
* These shipping times only apply after verification of your prescription.

How long does it take for my order to ship?

It may take up to 8 business hours for us to verify your contact lens and eyeglass prescription with your eye doctor. Once verified, most orders get shipped within 24 hours.

What happens if my item arrives broken or defective?

If any item you receive is broken or defective, please give us a call at 1-800-536-7111 or email us at info@lensdirect.com so we can send you a replacement free of charge.

Does Lens Direct accept vision insurance?

No, unfortunately Lensdirect.com does not accept vision insurance.

What’s your return policy?

All orders must be returned within 365 days of delivery of shipment. You may return any unopened boxes or vials that are in the original condition purchased from Lens Direct 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 365 days after delivery.

Warranty

LensDirect.com contact lens warranty: We guarantee that all our lenses come in factory sealed containers. If you have a problem with any lenses 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 365 days of delivery of a shipment, you may return any unopened merchandise that is in it’s original condition purchased from Lens Direct for a full refund.

About us

At LensDirect.com, we’ve been providing customers with discount contact lenses for over twenty five years. Throughout our company’s history, we’ve learned so much about what it takes to be a leading contact lens retailer.

Hours of Operation

Customer Service hours of operation: Monday through Friday: 9 AM to 5 PM (EST).

Contact Information

Our customer service line and fax are toll-free and for local and international calls.
Customer Service: 1-800-536-7111
Fax: 1-800-772-5367
Email: info@lensdirect.com
Address: 401 Franklin Ave, Suite 102A, Garden City, N.Y. 11530

Terms and Conditions

Our Polices are as listed below:
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.

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 your information will be maintained with strict confidence.

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.

Price Match Guarantee

At LensDirect.com, our goal is to always make the customer happy when it comes to price. So, if you happen to find a lower price on your contact lenses, we'll match it. To get your discount, simply call us or email us at info@lensdirect.com after you complete your online order, and we'll refund the difference. Please include your order number and a link to the lower price. Please note that we will not price match promotions, only on a per box price. Also, we will only do price matching on reputable retailers. The retailers that we do price matching for are: 1-800CONTACTS.com, VisionDirect.com, Walgreens.com, Coastal.com, FramesDirect.com and Lens.com.




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100% Satisfaction Guarantee: If you're not satisfied we'll make it right, no matter the issue.
Fast Shipping: Over 95% of all orders ship the same day.
Low Price Guarantee: We'll match any manufacturer's authorized price.
24/7 Customer Service: Each order is verified with your doctor to ensure you get the right prescription.
Doctor Verification: Each order is verified with your doctor to ensure you get the right prescription.
Contact Lens Experts Answer Every Call: Every call is answered by an actual Contact Lens Expert-not a computer.
Triple Order Verification: Triple verification to ensure you get exactly what you ordered.
Free Replacement: Free replacement of any torn or damaged lenses.
Free Exchange: Free exchange if your prescription changes.
Safe Online Ordering: Every order is secure, confidential, and tamper-proof.
Easy 2-step Reordering: Reorder your contacts in 2 easy steps.
Prescription Reminder: Email notification when your Rx is going to expire.
Reorder Reminder: Email notification when it's time to reorder.
Shop Where and When You Like Order by Phone, Web, or by App.
FDA Approval: 100% FDA approval of every contact lens we sell.
Free Contact Lens Case: A free contact lens case is included with every order.