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Common Questions (FAQ)


Account Questions

To retrieve your email or 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.

Sign in with your original information, click “Your Account” link on the top right of the page, then link “Login & Password Info” and enter the new information then click "go" and you're done!

No, you will not be able to login without your email address or password.

To retrieve your email or 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.

To automatically reorder for a certain amount of months, please call: 1-800-536-7111 or in your order, please write a note marking you’d like to automatically reorder and we’ll set your account to follow that method.

Eye Care Professional Information

No. Your doctor may not require you to sign any form of release or waiver prior to confirming your prescription.

Yes. Your 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.

No. Doctors warn contact lens wearers not to share their contact lenses! Contact lenses are medical device that are fitted to the specific patient’s parameters. When shared or handled improperly, they can transmit harmful bacterial that can lead to infection or other dangerous eye conditions.

Placing Orders

To order by phone, please call our toll free Customer Service line: 1-800-536-7111

To fax your prescription, please fax to: 1-800-772-5367

Follow the recommended replacement schedule (daily, weekly, monthly), it is advisable to adhere to the wearing schedule as prescribed to prevent any infections. 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.

Prescription Questions

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.

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.

Prescriptions include:

  • OS (Left Eye)
  • OD (Right 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.
  • Axis - just for toric or astigmatism contact lenses. Is between 0 and 180 and always ends in a zero.
  • CYL - Cylinder (just for toric or astigmatism contact lenses). Is between 0 and 180 and always ends in a zero.

Click here to see interactive RX information.

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 locate the phone and fax number.

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.

Order Status and Shipping Questions

LensDirect.com offers FREE Shipping (US addresses) on all orders above $99.00.

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

  • $29.95 USD: Priority Delivery

* These shipping times only apply after verification of your prescription.

Payment Questions

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

No. The only method of payment Lens Direct can accept is credit card. Checks or money orders mailed to Lens Direct will be returned to address or discarded.

Product Questions

LensDirect.com contact lens warranty:

  • We guarantee that all our lenses come in factory sealed contains. 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 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.
  • 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.
  • If your prescription has changed Lens direct will change unopened and unexpired contact lenses.
  • If the exchange is for a product of higher value, we will need your credit card information.

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.

Company Information

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

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

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.

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.

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.