- Buyer's Guide
- My Account
- Order Status
- Pricing and Billing
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Buyer's Guide
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Can I use my glasses prescription to order contact lenses?
No. Glasses prescriptions cannot be used for verification of a contact lens order as they lack the necessary information and vice versa. -
Do I need to purchase the same lenses written on the prescription?
Yes. Contact lens prescriptions are brand specific when prescribed as that is the lens the eye care practitioner fit you in. If you wish to order a different brand, you may contact your doctor’s office and see if they will add on to the existing prescription’s allowed brand. -
Do you ship to APO/FPO or International addresses?
We do ship to APO addresses however we can only guarantee tracking information until it arrives at the general delivery location. We do not ship internationally at this time. Any APO addresses located internationally will have the order transferred to a private, internal mail service within the US. -
How can I change the prescribing doctor’s information for a reorder?
You can update the eye care practitioner’s information when proceeding through checkout, submitting an updated copy of your prescription, or by calling a representative to update the information for you. -
How do I use a coupon?
After adding items to your Cart, click the Have a Coupon Code? button at the top right of the screen. Enter your coupon code in the pop-up box shown here. -
How is the prescription verified?
We verify orders by either obtaining a copy of the prescription from you via upload, fax, or e-mail or by contacting your doctor’s office directly. AmericanLenses follows the Fairness to Contact Lens Consumers Act (FCLA) when verifying prescriptions. The FCLA states that doctors have eight business hours to respond to our verification request. If we do not hear back from the doctor within the eight business-hour timeframe, FCLA states that this is to be treated as a passive verification. The order will be deemed as verified correct by the doctor and we will proceed to process and ship the order as it was placed. -
How long is the prescription good for?
Per Federal Law, contact lens prescriptions are valid for 1 year from the exam date unless otherwise stated by the doctor’s office or on the prescription. -
How was my order shipped?
We use UPS Mail Innovations. UPS delivers the order to the local post office who then delivers to the provided shipping address. Orders with expedited shipping (2nd & Next Business Day Air) are delivered direct UPS. Packages can be tracked at both www.UPS.com and www.USPS.com -
Should I buy contact lenses online?
The real question is, why wouldn’t you? Nowadays, you can purchase just about everything online – from TV’s to clothes to prescription medications. Online purchasing takes the hassle out shopping and it’s usually cheaper! The same goes for contact lenses, why run to your doctor’s office for the same lenses you can get online at a fraction of the cost? Buying online means buying smarter. -
What if I accidentally entered the wrong information?
If the incorrect information was submitted during the pre-exam screening, please let one of our customer service representatives know so a new link can be obtained from our eye team and sent to you. -
What if my order is damaged upon receipt?
If the boxes of lenses are damaged, contact us immediately. If necessary, return instructions along with a pre-paid shipping label will be sent. Once the damaged order is received by our returns department, a new order can be sent to you. -
What is a PD measurement?
The PD, or Pupillary Distance, is the measurement between your pupils measured in millimeters. Having this measurement will ensure that the optical center, or focal point, of your lens is made correctly for you. For more information on glasses, you can go to our Glasses FAQ page. -
What is your return policy?
Within 30 days of delivery of a shipment, you may return any unopened, undamaged and unwritten on boxes or vials that are in original condition purchased from AmericanLenses for a store credit or refund. Items returned after 30 days from purchase are only eligible for a store credit. Please see our Terms & Conditions for complete details regarding our return policy. -
Why do I need to purchase the same lenses written on the prescription?
Contact lens prescriptions are brand-specific when prescribed as that is the lens your eye care practitioner fit you in. If you wish to order a different brand, you may contact your doctor’s office to see if they will add on to the existing prescriptions allowed brands. -
Why is the price of my reorder higher than my original purchase?
The original order may have been placed at an ‘Online Only’ or promotional price that is no longer being offered. Unfortunately, we are unable to honor or price match a previous promotional price. -
Will I be notified before my subscription order is processed?
Yes, we will send you an e-mail reminder one week prior to your scheduled order being processed. -
Can I place an order with an international prescription?
Yes, valid, non-expired, international prescriptions are accepted on American Lenses. International contact lens prescriptions must list the brand of lenses prescribed per US Federal Law. Prescriptions missing information will cause order delays as we are unable to contact international doctor's offices.
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My Account
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How do I create an account?
1) Click the Sign In link at the top right side of our site. 2) Enter your e-mail address and create a password for your account. From here, you can simply proceed to shop for your lenses or glasses. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy to view how your information is used. -
How do I edit my account information?
Click the My Account link at the top right hand side of our site to edit your account information. -
How do I provide multiple patient's information?
When placing your order, you can enter any additional patient and doctor information in the Order Comments section, Step 4, at Checkout. -
I forgot my password.
Click the Sign In link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password?". Clicking that will send an e-mail to you with a link to reset your password. If the reset e-mail isn’t working, please call our customer service at (888) 536-7480 Monday thru Friday between 9 AM and 5 PM EST. -
What do I need to submit an order?
We require either the prescribing doctor’s information or a copy of the valid prescription to be, uploaded, faxed or e-mailed to us.
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Order Status
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Has my order shipped?
Click the My Account link at the top right of our site to review your recent orders. -
How do I change quantities or cancel an item in my order?
To change or cancel an order, please email our customer service at info@americanlenses.com or call us at (888) 510-0168 Monday thru Friday from 9 AM - 5 PM EST. Please note that once an order is 'Pending' or 'Shipped', the order is no longer able to be changed or cancelled. For information on our return process, click here. -
How do I track my order?
You can track your order using the tracking number e-mailed to you once your order has been shipped. Tracking numbers can be used on either www.UPS.com or www.USPS.com depending on your preferred shipping method. You can also get your tracking number from your My Account section using the Review Orders/Track Packages link. -
How long until I get my Made-to-Order lenses?
Made-to-Order or custom-made lenses usually takes the manufacturer 2–4 weeks to make based on your prescription, though, we can’t control stock-related delays. Once the lenses are made, they’ll ship to your preferred shipping method at the time of checkout. -
How long will it take for my prescription glasses to arrive?
Once your complete glasses prescription is received & processed, it will take about 7-10 business days to make your lenses. Once shipped, the tracking information will be sent to you via e-mail. For more information on glasses, you can go to our Glasses FAQ page. -
When will my order ship?
Existing Customers If we have a valid prescription on file for the lenses being ordered, your order will ship within 24 business hours of being placed, subject to product availability. If the prescription on file has expired, and no new prescription has been sent in, the order will be subject to verification per our Terms & Conditions New Customers If a copy of the prescription has not been sent to us for verification when the order was placed, we will contact the doctor's office, whose information you provided at checkout, to verify your order. Prescription verification can take 1 - 2 business days. Once verified, the order will be processed and shipped per your chosen shipping method (subject to product availability). After placing your order, you may click the My Account link at the top right hand side of our site to track the status of your order. You will receive an e-mail with your tracking information within 24 - 48 hours of when your order has shipped.
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Pricing and Billing
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Do I have to pay sales tax?
You only have to pay sales tax if you are located in the same state as our warehouse. However, since contact lenses are approved medical devices, you will not be paying sales tax if your order only includes contacts. -
Do you take insurance?
We are considered an out of network provider, what you would do is place your order on our site and then submit your invoice to your insurance company for reimbursement based on their policies. -
How long does it take to process a refund?
Refunds for credit cards normally take 1-3 business days. PayPal & Amazon Pay refunds normally occur within the same day but may still take the 1-3 business days to process -
When is payment taken for the order?
Payment is obtained at the time of checkout. We are unable to process any order without obtaining payment first. -
When will my credit appear on my account?
Please allow 2-3 weeks for your store credit, refund, or exchange to be processed. Once processed refunds can take to 1-3 business days to reflect in your account as a credit depending on your card company or bank's policies.
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