FAQs

• Is Vision Pros an authorized retailer of contact lenses?

  Yes, Vision Pros is an authorized retailer of the four major contact lens manufacturers. It is important to ensure you are dealing with a trusted authorized retailer. Unauthorized retailers may be selling inferior gray market or counterfeit product. Always ensure you are dealing with a trusted supplier.

• Can you order contact lenses without a prescription?

  All orders require a valid contact lens prescription. Please only order contact lenses that have been prescribed by an eye doctor. Federal law requires that all authorized sellers of contacts ensure US resident patients/customers have a valid prescription on file prior to shipment. Product cannot get checked out without either your Dr information or a copy of your prescription.

• Why is a proper contact lens prescription required?

  A contact lens is a medical device, and if it doesn't fit properly or is made from a material unsuitable for your eyes, it can lead to blurred vision, discomfort, infections, inflammation, swelling, and abrasions. In rare instances, it may even result in permanent eye damage or blindness.

• Can I use my eyeglass prescription for contact lenses?

  Glasses and contact lenses require different prescriptions because contact lenses sit directly on your eye, while glasses are positioned further away. As a result, you can't use your eyeglass prescription to order contact lenses.

• Can I order a different brand of contact lenses than the one that I've been prescribed by my eye doctor?

  Each brand of contact lenses requires a specific prescription from your Eye Care Practitioner (ECP). If you're interested in trying a different type of lens, you'll need to ask your ECP for recommendations and trial lenses. As an online retailer, we're not authorized to provide such recommendations.

• How long does it take to receive contacts after ordering?

  Once you place your order, Vision Pros will verify your prescription within one business day. Once the prescription has been verified, we will ship your order. In stock items are shipped the next day. Non stock items will be ordered and usually takes an additional 3-5 business days before shipment.

  We offer the following shipping options:

  • Standard Shipping: 5-7 business days
  • Express Shipping: 2-3 business days

  ** for non stock items please add and additional 3-5 business days to the above shipping estimates

• How can I track my order?

  You'll receive an email once your order has shipped from our facility. The email will include a link to your order detail page, where you can track your shipment. Please allow up to 24 business hours for the tracking information to update on the carrier's website.

• I checked my tracking information and it shows my package was delivered however I have not received it.

  If the tracking information shows that your package has been delivered and you haven't received it, please contact us at 1-866-847-4666, via Service@VisionPros.com, or via Live Chat so we can open up an investigation with the shipping company.

• How do I check the status of my order?

  Checking the status of your order is easy. Just follow the instructions below:

  • Log into you account
  • Click on Order History
  • Click on your Order Number in the list of orders
• How can I reset my password?

  If you need to reset your password, simply go to the login page and click the 'Forgot Password?" link. Enter your email address and click the "Send Security Code" button. We will send a security code to reset your password.

  If you have any further issues please contact customer service and they would be able to assist you.

• Am I able to sign in if I forgot my email?

  If you forgot your email address, please click the chat link in the bottom right hand corner to chat with one of our representatives to help you access your account.

• Where do I enter a coupon code?

  After adding a product to your cart, click the "Have a Discount Code?" link to the right of Order Summary. Enter your discount code and click "Apply".

• Can I apply more than one promo code to my order?

  Only one promo code can be entered per order.

• I wish to try a different brand, what do you recommend? Can I get a trial lens?

  All contact lenses require brand specific prescriptions which your Eye Care Practitioner (ECP) must provide you. If you would like to try a different type of lens, you must ask your ECP for recommendations and trial lenses. We, as an online lens retailer are unauthorized to make recommendations.

• My prescription has changed. Am I able to do an exchange for lenses in my new prescription?

  We can accept back boxes of contact lenses that were purchased from our company within the past year for exchange. The boxes must be unopened, unmarked and undamaged. If they were purchased as part of a 90 pack, the 90 pack box must be unopened, unmarked and undamaged. Customers are responsible for the cost associated with shipping lenses back to us however we cover the shipping cost to ship lenses in the new prescription back to you.

  Please contact our customer service team at 1-866-847-4666, via Service@VisionPros.com or via Live Chat and we can provide you with the exchange instructions and your RMA number.

  * Please note that specialty lenses that are custom made by the manufacturer such as Biofinity XR, Biofinity XR Toric, Proclear Toric XR, Proclear Multifocal XR and Proclear Multifocal Toric are non-exchangeable.

• Can I return my lenses for a refund?

  We can accept back boxes of contact lenses that were purchased from our company within 1 month of the purchase date for a refund. The boxes must be unopened, unmarked and undamaged. If they were purchased as part of a 90 pack, the 90 pack box must be unopened, unmarked and undamaged.

  Customers are responsible for the cost associated with shipping lenses back to us.

  Please contact our customer service team at 1-866-847-4666, via service@visionpros.com or via Live Chat and we can provide you with the return instructions and your RMA number.

  * Please note that specialty lenses that are custom made by the manufacturer such as Biofinity XR, Biofinity XR Toric, Proclear Toric XR, Proclear Multifocal XR and Proclear Multifocal Toric are non-refundable.

• Do you accept insurance?

  As an online retailer we are considered as an out of network provider and we don't work with insurance companies directly. An itemized receipt is provided after every purchase and many of our customers provide this to their insurance company for reimbursement.

• What happens if my contact lenses freeze during shipment?

  Contact lenses are stored in a buffered saline solution and are designed to go back to their original state. They would just need to be kept at room temperature for 24 hours.

• Do you offer trial lenses?

  We are strictly an online retailer and we are not authorized to provide trial lenses. Please visit your eye care professional for trial lenses as you will need to be fitted for them.

• I received my order though it is incorrect

  In the unlikely event that the order you received is incorrect, please contact our customer service team to let us know about the issue. We would need a complete copy of the invoice that was received inside of the package as well as pictures showing the boxes of lenses that were received so we can investigate with our shipping department. This information can be emailed to Service@VisionPros.com

  If it is determined that the order was fulfilled incorrectly, we will email a prepaid return label to receive the incorrect product back at our facility and create a new order to ensure the correct lenses are shipped as soon as possible.

• How do I cancel my order?

  If you wish to cancel your order please contact our customer service team as soon as possible at 1-866-847-4666, via Service@VisionPros.com, or through our Live Chat service.

  Orders cannot be cancelled once they've been shipped from our facility.