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Frequently Asked Questions (FAQ)



1. How do I place an order?

Find your brand of lenses on the website using the dropdown list or search box at the top of every page. The brand of lens you choose should match your written contact lens prescription or your current box of lenses.

Then, add your items to the cart and proceed through the checkout. There is no need to create an account first, the system will automatically create an account for you once you have placed your first order. For assistance with ordering, call 1-888-391-7761 to order by phone.



2. Why are your prices so low? Will I be getting authentic lenses?

We only sell factory sealed, brand name contacts sourced from the same suppliers and manufacturers that eye care providers use, therefore they are the exact same lenses -- no substitutes, generics or seconds.

Why are we so much cheaper than your eye doctor or optical? It's all about volume. The typical eye doctor or optical may sell 5 to 10 orders of contacts on a daily basis. They need to have higher margins (upwards of 100% markup) to pay for their overhead costs such as rent and employee time to make the sale. Contacts1st.com processes 100's of orders on a daily basis, and can offset our costs with a much thinner margin (normally less than 10% markup).



3. How much is shipping and handling?

Shipping charges and options will be clearly indicated during checkout. Your final order total will be displayed to you before you enter your credit card information, and will include the cost of the items, the shipping charge and a 13.50% processing fee. Our total price is guaranteed to be low, and is backed by our 10 Day Price Guarantee.



4. Do you accept insurance and FSA credit cards?

We can accept payment via FSA (flexible spending) and health cards. If your particular FSA card does not go through, just call the number on the back of the card and ask them to approve your next transaction from Contacts1st. Try again, and it will work. Sometimes the credit card company needs you to call so you can confirm you're ordering FSA approved items. Contact lenses ordered from Contacts1st are FSA eligible.

We don't accept insurance directly, but you should have no issues submitting our receipt to your insurance company for reimbursement.



5. Do I need a prescription?

Contact lenses and prescription eyewear are considered medical devices and as such, require prescription verification. As of 2004, a law called the "Fairness to Contact Lens Consumer Act" went into affect requiring doctors and other eye care providers to release your prescription to an online retailer upon verification request. If you already have a copy of your prescription, you can send it to us via email or fax after your order has been placed. Further information can be found here.



6. How do I read my prescription?

The easiest way to order replacement contacts is to get the prescription numbers from your existing box of lenses. If for whatever reason you do not have the boxes or trial lenses, and you are unclear on how to read your prescription -- just do not select any numbers for your prescription when ordering. We will attempt to read your prescription or contact your doctor to obtain the information.



7. Can I order any lenses?

Contact lenses require brand specified prescriptions. In the USA, you can only order the exact brand of lens that you were prescribed for. Different brands of lenses will fit and feel differently. Even if the prescription numbers match up, the lens may not suit your eye conditions.



8. The numbers on my prescription do not correspond with the options that are available on your website. Is my lens not available?

See question #7 above. Make sure you're looking at the right brand of lens that you were fit for. The numbers on your prescription will only match up with the brand of lens that you have previously worn, or have been prescribed for by your eye care professional. Please order the correct brand of lenses. Call us at 1-888-391-7761 if you need help.



9. How do I order a different lens for each eye or order for one eye only?

Enter the information for the first lens, set the quantity for the other eye to 0, then click add to cart. Then continue shopping for the next product and add those to your cart.

To order for only one eye, just change the quantity to 0 for the eye you're not ordering. Then click add to cart.



10. When will my order ship?

Contacts1st will ship most in-stock orders the same day provided that a valid prescription is on file and the order is placed before 2pm EST (Eastern Standard Time).

You will be emailed once the order ships out. Sometimes the email is sent the day after your order shipped. 80% of orders ship within 24 hours, however potential order processing times are 1 to 3 business days (not including Saturday or Sunday). If the processing time is expected to be longer than 3 business days, the product page where you started the order will normally specify the average wait time before shipment. This will typically only happen with specialty products. For more information on shipping, please see our shipping information page.



11. Can I track my order?

Yes, you can track your order status from the moment it is placed. When the order ships, you will be able to track the package to your door.



12. What is your return and exchange policy?

We guarantee your lenses to be exactly the same as you would get from your doctors office and to be free from any defects in manufacturing or we will replace them at no charge. Refunds can be made on unopened and unmarked packages within 30 days of receipt. Items returned for refund may be subject to a 15% restocking charge. Restocking fees are normally waived for items being exchanged or returned for in-store credit. Please see our full return policy for more information.



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© 2014 Contacts1st.com - All rights reserved. All prices in U.S. dollars. Toll Free: 1-888-391-7761
Any materials provided on this web site are for information purposes only. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contact lenses. If you experience any pain or discomfort from your contact lenses, remove them immediately and consult your eye care professional.