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How do I place an order through Replace My Contacts?
Replace My Contacts offers two convenient methods for ordering lenses. The simplest method is to visit our website: http://www.replacemycontacts.com, which is open for business 24/7, and follow the ordering instructions. If you feel more comfortable speaking with a customer care specialist, we offer a phone number: 1-888-727-LENS. Upon receiving your order information, our customer care department will verify the accuracy of your contact lens prescription as well as your lens type with your local eye doctor based on the contact information you provide when placing your initial order. Once this information is confirmed, replace my contacts will proceed and fill your order. In most cases your order will ship the same day if the lenses are in stock and your doctor verifies the prescription on the same day. We offer many different shipping options to accommodate our customers. |
What forms of payment do you accept?
Each transaction is processed though a 128-bit encrypted server. We currently accept Visa, MasterCard, Debit Cards. We are proud to also accept Paypal as an alternative form of payment. |
What types of shipping options are available?
Replace My Contacts realizes that you may need your contacts right away. Therefore we offer many options to accommodate your schedule. Click here for the complete list of shipping choices. |
How long will it take for me to receive my lenses?
Replace My Contacts makes every effort to process every order in less than 24 hours. As soon as you place the order, we begin attempting to contact your eye care professional to verify the prescription. If your eye care professional responds quickly, your order will ship out the same day if it is placed before 5:00 p.m. EST and your product is in stock. |
What happens if my lenses do not arrive?
Once your order has been filled and has shipped, an email will be sent containing shipping information such as a tracking number. It is up to you to track the package or contact the courier for further investigation. |
Do I need a prescription to place an order?
Yes. Replace My Contacts requires a valid prescription in order to accept and process your order. You can obtain a copy of your prescription by contacting your eye care provider. Once you receive a copy you can visit our website to place your order or it can be phoned in to replacemycontacts. A customer care specialist will then contact the eye care provider to verify the prescription is accurate and has not expired. |
How do I know if my prescription is still valid?
In most states a contact lens prescription is valid for 1 or 2 years depending on your state's laws. Your prescription should have an expiration date filled in by your doctor. Our primary concern is for the proper health of your eyes. If an expiration date is not present on the prescription we must assume it has expired and will encourage you to contact your eye care provider to receive a new exam and prescription. |
How does the replacemycontacts prescription verification process work?
Once an order is submitted through the website or the telephone a replacemycontacts customer care specialist is immediately assigned to your order. The representative then begins the process of contacting your local eye care professional to verify the accuracy of the prescription and ensure that it has not expired. Once this is completed (process takes less than 24 hours), your order is released and the fulfillment is underway. BE SURE TO INCLUDE A COVER PAGE THAT CLEARLY INDICATES THE SPELLING OF YOUR NAME AND ORDER NUMBER IF AVAILABLE. |
What if you send me a different prescription or lens type than what I ordered?
Replace My Contacts adheres to Federal Law which dictates that we can only send you lenses according to the prescription given to you by your eye care professional. Any discrepancies between the prescription, and the order placed, will result in a delay processing the order. If your eye care professional tells us that you are not prescribed to wear the lenses ordered, we will replace the order with what your doctor tells us you are prescribed to wear. |
Can you help me understand how to interpret a contact lens prescription?
SEE EXAMPLE BELOW: A prescription should contain the following information: OS: Left Eye OD: Right Eye OU: Both Eyes Brand: Manufacturer & Series of lens Power/Sphere: Strength of lenses - a number between -20.00 and +20.00 BC: Base Curve (back curvature of lens) -a number between 8.0 and 10.0 DIA: Diameter (diameter of lens) - a number between 13.0 and 15.0 Toric and custom lenses have additional measurements that may include AXIS and Cylinder. Cylinder: Correction for Astigmatic patients (toric lenses only) (a number between -4.00 and +4.00) Axis: Correction for Astigmatic patients (toric lenses only) - a number between 0 and 180 If any of the information on your prescription or boxes is confusing or you need clarification, please consult your eye care professional. Only your eye care professional can provide advice about your prescription or determine which lenses are best for you. For a sample illustration of how a prescription may be written, click the Prescription Help link located on the left navigation bar of every page. |
Are the contact lenses provided by replacemycontacts the same as the one I would receive if I purchased them through my local eye care professional?
Absolutely. Replace My Contacts receives the exact same lenses as any local eye care professional. We work with all the major brands such as Acuvue, Focus, Biomedics, O2 Optix, Purevision and many other specialty lenses such as colored, toric, and multifocal. |
Why do I need to provide my eye doctor's name and telephone number?
We require your eye care professional's name and telephone number when placing an order on Replace My Contacts in order for us to verify your prescription. Please be sure to enter the correct name and telephone number for your doctor as we do need to be able to contact your eye care professional directly. This will reduce the processing time of your order. If you already have a copy of your prescription, you or your doctor's office can fax in a prescription directly to 1-888-727-5330. BE SURE TO INCLUDE A COVER PAGE THAT CLEARLY INDICATES THE SPELLING OF YOUR NAME AND ORDER NUMBER IF AVAILABLE. |
How can you offer such discounts on contacts lenses?
Replace My Contacts strictly deals with contacts lenses. We purchase large quantities of lenses at volume discount prices from manufacturers and pass the savings along to you directly. This ensures our customers will save anywhere from 15% - 50% on lens orders depending on the type of lens you wear. |
How do I receive special offers such as coupons?
You can view rebates anytime by clicking on the rebates link on the website. All orders that qualify for rebates will arrive with the manufacturer rebate accompanying your order. Just follow the instructions to receive your money back directly from the contact lens manufacturer. If you have any questions give us a call at 888-727-LENS and one of our trained customer service agents will assist you. |
How can I be sure I am taking advantage of all the coupon offers?
Your order is automatically packed with manufacturer's rebates before shipping out. |
What is Replace My Contacts exchange policy?
We realize that sometimes mistakes can occur, such as ordering a negative (-) instead of a positive (+). You can send back unopened boxes or vials of lenses in exchange for new lenses if discovered in the first 30 days. Unfortunately if a box or vial has been altered in any way such as labeling "L" or "R" it can not be sent back. We can only exchange a different type of lens after verifying with your eye care provider. Any difference in price it will be adjusted on your credit card. Always inspect your lenses when they arrive so any discrepancies can be resolved immediately. |
Why can't I send back opened lenses?
Due to the fact that the FDA regulates contacts and they are deemed a medical device, we are unable to accept any opened products back for return or exchange. Once a package seal has been broken we are not permitted to re-sell that product or obtain any credit from the manufacturer. |
What is replacemycontacts defective lens policy?
Any lenses deemed to be defective will certainly be replaced. Contact our customer care specialist at 888-727-LENS for additional instructions if you feel you have received a defective lens. Please be sure to have your invoice and lenses in front of you when calling. |
What happens if my lenses do not arrive?
Once you have completed your order, an email will be sent with a confirmation. Upon shipment, you can log into your account under the "order history" section for tracking information. It is up to you to track the package or contact the courier for further investigation. |
Do you accept faxed in prescriptions?
Yes. This will reduce the processing time of your order. If you already have a copy of your prescription, you or your doctor's office can fax in a prescription directly to 1-888-727-5330. Be sure to include a cover page that clearly indicates the spelling of your name and order number if available. |
Why do the lenses arrive in a box labeled "Direct to Patient Contacts"?
"Direct to patient contacts" is simply the name of our distribution network. This network specializes in shipping contact lenses directly to patients home or offices. Rest assured, you are in fact working with a Replace My Contacts customer care specialist when you call us at 1- 888-727-LENS (5367). |
How can we contact you?
To contact us by mail, please send correspondence to:
Replacemycontacts.com
Attn: Customer Service Dept.
4119C Mauch Chunk Rd
Coplay, PA 18037
Contact via email: customercare@replacemycontacts.com |
Do you accept insurance and FSA credit cards?
Yes, replacemycontacts.com accepts payment via (FSA) flexible spending Visas or Master Cards. If you atempted to use an FSA card on our website and it did not go through, we recommend calling the number on the back of the card to let them know you are in the process of placing a contact lens order (a medical device, FSA approved). This process is exists to verify that you are using your card to purchase FSA approved products. They will then allow the system to accept your next transaction on our website. Alternatively, you can use a regular credit card to pay, and we can provide you with an itemized receipt containing our tax ID number which you can then submit to your insurance company for reimbursement. Contact lenses are a medical expense and are covered under most vision plans. |
Do you need a copy of my prescription?
No, we do not need to have a copy of your prescription. You can provide us with your doctor's name and phone (or preferably fax) number and we can contact them to verify your prescription.
** If no response is received by faxing or calling the number you have provided by the end of the business day (8 hours), we are allowed to assume that your contact lens prescription is valid and can begin to process your order.
If you have your prescription handy, you can fax or email (customercare@replacemycontacts.com) it to us to expedite your order. If we receive a fax or emailed version of your rx, your doctor will not be contacted unless there is a discrepancy with your prescription that we verify for accuracy. |
What is the "The Fairness to Contact Lens Consumers act" ?
As of February 4th 2004, a new law called "The Fairness to Contact Lens Consumers" act went into effect.
It states that "your eye doctor must release your prescription" to you on completion of your contact lens fitting, and that sellers of contact lenses must verify that you have a valid prescription in order to be able to ship your order. For additional information click here: http://www.ftc.gov/opa/2004/06/contactlens.shtm |
1- 888-727-LENS (5367)
1-888-727-5330
