Frequently Asked Questions

Frequently Asked Questions

• What information do I need to order contact lenses?

  We've made it extra easy at Lens.com:

  1. Patient/wearer's name
  2. Lens details (from your current box, if you have it)
  3. Payment information
  4. Your eye doctor's name and phone number

  You don't need to upload your prescription, we'll verify it directly with your doctor. Eye doctors must provide you a copy of your prescription upon request, but it's not required when ordering with us.

  Your lens packaging (or prescription) usually includes:

  • OD (Right Eye) and OS (Left Eye)
  • Brand Name (e.g., Acuvue)
  • BC (Base Curve)
  • DIA (Diameter)
  • Power/Sphere (Rx)
  • For astigmatism: Cylinder (CYL) and Axis

  An example might look like:

  • OS: Acuvue, BC: 8.8, DIA: 14.4, SPHERE: -2.50
  • OD: Focus Toric, BC: 8.7, DIA: 14.0, SPHERE: -4.50, CYL: -0.75, AXIS: 95

  If you have any questions about what's on your lens box, our Customer Service team is here to help!

• How much does shipping cost?

  We offer you reliable shipping at extremely competitive prices/rates. You'll be able to select the best method for your personal needs at checkout.

  Destination	Shipping Method	Shipping Time*	Cost
  United States	Standard	5-7 Business Days	$9.95
  	FedEx 2nd Day	2 Business Days**	$17.95
  	FedEx Next Day	1 Business Day**	$24.95
  Canada	Canada Standard	4-9 Business Days	$12.95
  	Canada Express	3-5 Business Days	$19.99
  International	Standard Intl.	8-12 Business Days***	$24.95
  	FedEx Intl. Express	4-5 Business Days***	$39.95

  ^* Shipping Time above represents the time after dispatch from our shipping facility as advertised by USPS and FedEx. You will need to account for one day to process your order.

  ^** FedEx Delivery options are only available for the contiguous 48 states. Orders for Alaska, Hawaii, and US territories are shipped using USPS Priority Mail. FedEx does not deliver to PO Boxes or APO/FPO addresses.

  ^*** International shipping times do not include any unforeseen customs delays. Customers are encouraged to contact their local customs bureau for information on customs duties and/or limitations. Lens.com is NOT responsible for any sales taxes, duties or any other fees applied by the customs service in your country.

  CUSTOMS NOTE: Lens.com is NOT responsible for any sales taxes, duties, or any other fees applied by the customs service in your country.

• Do I need a copy of my prescription to order contact lenses?

  No. Just give us your eye doctor's name and phone number and we'll verify your prescription for you. If you do have a copy of your prescription, you can upload, email, or fax it to us. Federal law requires your eye care provider to give you a copy of your prescription, but it's not required to place an order with us.

  If your prescription is expired, Lens.com offers a convenient online vision test you can take from home.

• How can I send my prescription to Lens.com?

  There are three easy ways to send Lens.com your current prescription:

  1. Upload a copy of it on your order detail page
  2. Fax it to us toll-free at 1-800-401-1495
  3. Scan it and email it to myRx@Lens.com

  Please write your order number on your prescription.

• How do I receive my rebate?

  1. Place your contact lens order
  2. Print & mail your rebate form
  3. Get your RebateCard.com Visa Prepaid Card

  Visit our Rebate Center page for more info.

• How does Rx prescription verification work?

  By law, we must verify your prescription with your eye care provider. We can do this in two ways:

  1. You fax us a copy of your prescription, or
  2. You provide your doctor's name and phone number so we can contact them directly.

  Your provider has 8 business hours to respond. If they don't, we'll assume your prescription is valid and proceed with your order. Remember, your eye care provider must give you a copy of your prescription-use it to get our great prices!

• Will my vision insurance pay for contact lenses?

  Lens.com is considered an out-of-network provider by most major vision insurers. If your plan covers out-of-network purchases, you can order from us, then submit your invoice and a claim form to your insurer for reimbursement. Benefit details vary, so check with your insurance provider if you're unsure about coverage.

  To submit, please visit our out-of-network vision claim form page.

  Lens.com is not affiliated with any insurance company and cannot guarantee reimbursement. We do our best to keep these forms updated-let us know if you find a more current version. If you have questions, contact our Customer Service team or your insurer.

• How long until I receive my contact lenses?

  We stock 90% of popular prescriptions, so most orders ship the next business day. Orders with uncommon prescriptions-especially Toric lenses—may take up to 5 extra business days. Orders placed after 6:00 PM (CST) Friday through 12:00 PM (CST) Sunday process on Monday. Remember, prescription verification can add up to one business day before shipping.

  Estimated Shipping Times (after dispatch):

  • United States
    • Standard: 5-7 business days
    • FedEx 2nd Day: 2 business days^*
    • FedEx Next Day: 1 business day^*
  • Canada
    • Standard: 4-9 business days
    • Express: 3-5 business days
  • International
    • Standard: 8-12 business days^**
    • FedEx Intl. Express: 4-5 business days^**

  ^*FedEx options available only in the contiguous 48 states.
  ^**International shipping times exclude possible customs delays.

  You can check your Order Status online or contact Customer Service for help. If you don't receive your order, you have 60 days from the shipping date to report it.

• How can I speed up my order processing?

  You can reduce your order's processing time by sending us a copy of your current prescription:

  1. Upload a copy of it on your order detail page
  2. Fax your prescription to us toll free at 1-800-401-1495
  3. Scan it and email it to myRx@Lens.com

  Please write your order number on your prescription.

• How to Order Contacts Online

  Buying brand-name lenses on Lens.com is simple:

  1. Find your lenses - Use our dropdown menus (by name, manufacturer, or type) or just browse.
  2. Enter your prescription - From your eye doctor or the side of your lens box.
  3. Provide your doctor's info - Name and phone number. We'll confirm your prescription, then ship your order.

  Need help? Contact our friendly customer service representatives.