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Frequently Asked Questions

For general questions regarding our services or products, please check below. If you can't find your answers, please contact us by clicking here.

  • Contact lens boxes
  • Glasses
  • Man holding up glasses
  • Man taking vision test on his phone
  • Woman holding a box

Contact Lenses

What do I do if my contacts have ripped?

Please reach out to our customer service team for assistance with this.

My prescription has changed, what can I do?

Please reach out to our customer service team for assistance with this.

I made a mistake on my order, can this be fixed?

Please reach out to our customer service team for assistance with this. Please let us know as soon as possible so that we can prevent the order from shipping out incorrectly.

Why is the brand I received different than what I received at my eye doctor

Sometimes the brand the doctor's office uses is a private label brand which is commonly sold elsewhere under a different name. They are the exact same lenses from the same manufacturer, just under a different name. Please reach out to customer service if you have any questions.

Can I place an order if my RX is expired?

Unfortunately we cannot use an expired RX to fulfill an order. We would be more than happy to give your eye doctor a call for approval on a reorder.

Eyewear

What is the return policy?

Our return policy can be found here.

What is the warranty

Our warranty can be found here.

Can I change the order after it is placed?

Unfortunately an order cannot be changed after it has been placed. The order is sent off to the lab as is and cannot be adjusted.

My new lenses are blurry, what can I do?

Please reach out to customer service. We will ask to confirm your prescription with your doctor and will do our best to fix this and make it right.

How do you know where to start the progressives or place the bifocal?

If you send in a frame with an older prescription we will do our best to match the existing placement. If that is unavailable we will use the best placement for the frame and PD.

What is a PD and why do I have to supply this?

PD is the distance between pupils. This may be provided as two individual PD numbers, or one combined PD. The PD ensures the focal point of the lenses line up with your pupils for the best possible fit.

How can I find my PD?

Please reach out to your eye doctor as they may have this on file. We also offer a PD ruler that can be printed out. That can be found here.

I don't know my prescription, how can we proceed?

Please reach out to your eye doctor for a copy of your latest prescription. For single vision lenses we may be able to copy the prescription if requested.

How do I know what frame fits best?

What brand of lenses do you use?

We use an in-house lab which uses proprietary lenses.

I have multiple prescriptions from my doctor. How do I know which to use?

Please reach out to our customer service team. They will be able to help determine the best prescription to select.

What is an AR coating?

The anti reflective coating eliminates reflections from the surface of your lenses. This allows more light to pass through for increased comfort and visibility.

Why do my lenses have a slight yellow tint to them?

The blue light blocking lenses will come with a very subtle yellow tint that is used to filter out blue light.

Lens Replacement

What is the return policy?

Our return policy can be found here.

What is the warranty

Our warranty can be found here.

Can I change the order after it is placed?

Unfortunately an order cannot be changed after it has been placed. The order is sent off to the lab as is and cannot be adjusted.

My new lenses are blurry, what can I do?

Please reach out to customer service. We will ask to confirm your prescription with your doctor and will do our best to fix this and make it right.

How do you know where to start the progressives or place the bifocal?

If you send in a frame with an older prescription we will do our best to match the existing placement. If that is unavailable we will use the best placement for the frame and PD.

What is a PD and why do I have to supply this?

PD is the distance between pupils. This may be provided as two individual PD numbers, or one combined PD. The PD ensures the focal point of the lenses line up with your pupils for the best possible fit.

How can I find my PD?

Please reach out to your eye doctor as they may have this on file. We also offer a PD ruler that can be printed out. That can be found here.

I don't know my prescription, how can we proceed?

Please reach out to your eye doctor for a copy of your latest prescription. For single vision lenses we may be able to copy the prescription if requested.

Can you copy the prescription on my old frames?

We are able to pull a prescription off of single vision lenses only. If the lenses are too worn or damaged it may not be able to be read and copied. Progressives and bifocals are unable to be copied.

I need prism correction, how do I provide this?

Please note any prism correction in the comments section of the order.

Can you modify the shape of my lenses?

Unfortunately we cannot modify the shape, only replicate what is provided.

What can and can't you replace lenses for?

We can currently work with:
· Plastic / Acetate frames
· Metal frames
· Rimless frames
· Semi rimless frames

We are unable to replace:
· One piece glasses
· Frames that do not open / are not designed to carry prescription lenses
· Rimless / semi rimless frames that are missing the lenses.

For more information please reach out to our customer service team.

What if you are unable to replace my lenses?

In the unfortunate event that our lab cannot replace the lenses we will issue a full refund and return your frames.

What brand of lenses do you use?

We use an in-house lab which uses proprietary lenses.

I have multiple prescriptions from my doctor. How do I know which to use?

Please reach out to our customer service team. They will be able to help determine the best prescription to select.

What is an AR coating?

The anti reflective coating eliminates reflections from the surface of your lenses. This allows more light to pass through for increased comfort and visibility.

Why do my lenses have a slight yellow tint to them?

The blue light blocking lenses will come with a very subtle yellow tint that is used to filter out blue light.

What lens type is best for me?

Please reach out to our customer service team. We will help determine the best option for you.

Account Questions

What if I forget my password or email?

To retrieve your password, please click "Login" on the upper 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: [email protected]

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: [email protected] We ask for these methods to protect your information from being accessed by others.

How safe is my personal information?

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.

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: [email protected] To ensure future emails will always make it to your inbox, please add LensDirect.com to your “Safe Senders” or “Trusted Sites” list.

How do I contact my dedicated account representative?

If you have an account with us, just sign in to see the contact information for your dedicated account representative. If you do not have an account with us yet, don't worry! Just click here to sign up for an account and you'll be welcomed by your dedicated account representative shortly after. You can also call our main line at 800-536-7111. There is always someone there waiting to help out!

Online Vision Test

What do I need to take the vision test?

The vision test requires the following:
· A smartphone
· A computer
· 10 feet of space from your monitor

How do I know if I am eligible?

We will ask for some preliminary information prior to taking the exam. If you are approved we can proceed onwards to the exam.

What if I am not approved after taking the exam?

If after taking the exam you are denied a new prescription we will issue a complete refund.

What are the eligibility requirements?

The eligibility requirements are constantly changing due to local state laws and improvements in the technology. Please reach out to our customer service team or answer the preliminary test questions to find out if you are eligible.

AutoRefill

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 receive 20% off your first order and 5% off every order. There are also no hassles and YOU'RE in charge of it!

How to sign up for AutoRefill?

When you are at the checkout, you can choose the Autorefill option and how often you want them. If you missed it during checkout but still want the savings, don't worry! A dedicated account representative is waiting by their phone and email to take the call. Just email or give them a call and they're always happy to assist!

How do I update my billing information?

To update your billing information login to your account and click the link on the left 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 and click the link on the left that says “AutoRefill.” Next, click “View” on the AutoRefill order you would like to cancel. Click “Cancel AutoRefill” on the bottom of the page.

What should I do if I need help with my AutoRefill?

Your dedicated account representative is waiting to help! You can also call our main line at 800-536-7111.

Placing an Order

How do I place an order?

LensDirect.com makes shopping online easy and quick! Search for the product you are looking for either by typing it into the search bar or by manually looking for it in our dropdown boxes. Once you found your item, click on it and put in your prescription in the Enter Prescription section if the product requires it. Also make sure you have the correct quantity. Once you click Add to Cart, you can continue shopping or Proceed to Checkout. Put in your billing and shipping information into the boxes and triple check to make sure everything is correct. (We're always here to edit your order if you ever need it!) You can also sign up for AutoRefill to save money! Lastly, make sure the shipping method chosen is the one you want so you don't go a day without your order. When you are all finished, click Submit Secure Order and you will officially be a part of the LensDirect Family! We're so happy to have you.

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, navigate 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: [email protected]

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.

What is UPP Pricing & why can't I use my coupon?

UPP stands for Unilateral Pricing Policy. This restriction does not allow us to offer discounts, rebates, or incentives on certain products, because their price is fixed by the manufacturer we receive them from. For this reason LensDirect coupon codes are not valid on products that include UPP pricing. For a list of UPP products please click here.

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, or simply click here.

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. Please allow 24-48 hours for the mail carrier to update the tracking information.

Why should I upload my prescription?

Speed up your order process by uploading your prescription here. By uploading your prescription it can be validated earlier which means your order will be ready for shipment sooner. You can also send your prescription by email, [email protected], or fax it, 800-772-5367.

Why am I being charged a handling & insurance fee?

The 6% handling & insurance fee on each order offsets a portion of the cost increases related to verification of prescriptions with your eye care provider, fuel surcharges on shipping, and return processing.

Will my lenses always stay the same price?

Unfortunately, prices are subject to change. However, we always like our customers to come out on top! We try to have as many deals and coupons to help with the price. Keep an eye out for those or ask your dedicated account representative about how to save a little bit of money! You can also check out our AutoRefill program to save 20% off your first order and 5% off every order.

Prescription Questions

Do I need a prescription to place an order?

Yes. We require a valid contact lens prescription for every order. On February 4th, 2004 the “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. You can now upload your prescription here, fax us your prescription 1.800.772.5367, or email it to [email protected] We are also authorized to call your eye doctor if you provide us with the doctor's phone number.

How do I send you my prescription?

Upload your prescription here, fax us your prescription to 1.800.772.5367, or email your prescription to [email protected]

How does the confirmation of my prescription work?

LensDirect 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. If you choose to upload your prescription, please allow time for our customer service representatives to validate it.

How Do I Read My Prescription?

Prescriptions include:
OD (Right Eye) OS (Left Eye) OU(Both Eyes)
Brand Name/Name of Lenses (ex. Acuvue)
PWR/SPH - 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.

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

It is not required for you to provide your doctor's information. You can upload your prescription, fax, or email the prescription after you place your order. If you would like LensDirect to call your doctor on your behalf please provide your eye doctor's phone 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 placed such a restriction on your prescription.

Payment and Shipping Information

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, Discover, PayPal and Afterpay. We also accept LensDirect gift cards.

Shipping Methods, Locations & Prices

LensDirect.com offers FREE Standard Shipping (US addresses) on all orders above $49.00.

Shipping Methods, Locations & Prices
LensDirect.com offers multiple USPS and UPS Shipping (US addresses) on all orders. The services available will vary based on which service best serves your local area.

United States - USPS
First Class Mail (Standard Shipping)
USA USPS Priority Delivery (3-5 business days after processing*)
USPS Overnight Express Delivery (2-3 business days after processing*)

United States – UPS
UPS Ground (up to 5 business days after processing*)
UPS 3 Day (up to 3 business days after processing*)
UPS Next Day (1 business day after processing*)

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 1 business day. If you choose to upload your prescription, you are more likely to have your prescription verified faster.
*Torics, Colors, or Multifocal lenses may take some extra time to be shipped to you.

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 [email protected] so we can send you a replacement free of charge.

Does LensDirect accept vision insurance?

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

Can I change my address after the order has shipped out?

Unfortunately we cannot change the address after the order has shipped out. Please reach out to the carrier as they will be able to better assist in this scenario.

My order has shipped to the wrong address, what can I do?

Please reach out to our customer service team for assistance with this.

Do you ship internationally?

At this time we only ship internationally to Canada.

Returns and Exchange Policy

What's your return policy?

All orders must be returned within 120 days of delivery of shipment. You may return any unopened boxes or glass 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 120 days after delivery. Please call our customer service: 1-800-536-7111 or email our customer service: [email protected] to begin the return process.

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 120 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.

Company Information

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

Our dedicated account representatives are available Monday through Friday 9AM to 5PM EST. However, help is always there 24 hours/7 days a week/365 days a year if you call 800-536-7111

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: [email protected]
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 [email protected] 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 and Coastal.com.

Refer a Friend

How do I get credit for my referrals?

The link or social post that you share in your account is unique to you! Once a purchase has been shipped using your link, you will receive credit in your account as long as they are a new customer to LensDirect!

How do my friends receive $10?

Once they visit our site using your link and create an account, the $10 credit will be in their account balance page. To redeem account credit, add to your cart, proceed to checkout and there you can "apply account credit" towards your next purchase!

What can I purchase with account credit?

You can purchase anything available on the LensDirect site except for giftcards.

How much account credit can I receive?

There's no limit to how much you can receive, share with everyone you know!.

Sunglasses

Where are the sunglasses designed and manufactured?

All of our frames are designed and assembled in the USA with parts sourced overseas. They are sold exclusively on LensDirect.com. Sunglass America's polarized lenses are made of premium polycarbonate that are impact resistant and UV400 protected, which allows for maximum clarity.

When will I receive my shipment of sunglasses?

Most orders go out within a business day if in stock. You can expect them to arrive to your doorstep within 3-5 business days after shipping.

Do you offer prescription sunglasses?

Unfortunately at this time we do not offer prescription sunglasses, however we will be providing prescription sunglasses soon.

What is your return and exchange policy?

For our sunglasses there is a 30 day return and exchange policy, however all sunglasses received promotionally are final sale. Ex. BOGO or free are excluded. Sunglasses eligible for return or exchange must be in the same condition as you received them.

For exchanges, you will receive a credit for the full value of the returned sunglasses that you can use towards any other pair.

What is the return process?

Please reach out to us to begin the return process. The best way to reach us is through email at [email protected] or you can call us at 800-536-7111.

We will provide you a return label at no cost to you. Please be sure to return the sunglasses in a box to prevent damage in transit.

Once received your refund should be processed within 2-3 business days.

What is your warranty?

All sunglasses have a one year warranty against manufacturer's defects.

To claim your warranty, please reach out to us by email at [email protected] or by phone at 800-536-7111 to get started.

Are broken or scratched lenses covered under the warranty?

Broken or scratched lenses are not covered by the warranty, but sunglass lens replacement will be available soon.