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POLICIES

Ordering & Understanding Prescriptions

For Contact Lenses

When you’re searching for your prescribed brand of contact lenses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:
1. Have a copy of your contact lens prescription — including your base curve (BC) Diameter (Dia), expiry date, and prescribed brand. Not sure how to read your prescription? Learn More.
2. Make sure you know how to safely insert and remove your contact lenses, and be sure of your wear schedule — whether it’s a daily, weekly, biweekly, or monthly lens. Always speak with your eye care professional if you are unsure. Learn More about the types of contact lenses.
3. For all non-daily lenses, ensure that you have a clean contact lens case and the right kind of cleaning solution to avoid eye irritation and bacterial growth. Learn More about Contact Lens Care.
4. Clarify the wait time for your brand — certain lens types, including multifocal, RGP, and astigmatism/toric are custom-made orders through the manufacturer and will take longer to ship. This information can be found on each brand page, under the heading “Availability.”

Contact Lens Refills & Prescription Questions

When does my prescription expire?
There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most regions, your prescription expires after 1–2 years. If you cannot find this information, we recommend speaking directly with your doctor.

My prescription is expired — what now?
To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.What do I need to make a purchase?

For Eyeglasses

When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your glasses prescription. Learn how to read your prescription.
  2. Make sure your Pupillary Distance (PD) has been included in your prescription. Can’t find your PD?
  3. Use your current measurements from glasses or sunglasses that fit you well to find the products that will provide your ideal fit. Learn how to get your measurements.

You can also create prescription sunglasses in a variety of tints, or add Transitions® lenses to nearly any frame. Learn how to create prescription sunglasses.

Pupillary Distance (PD)

What is a PD?

A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction. Learn More about understanding pupillary distance (PD) and why it matters to your glasses prescription.

Why can’t I find my PD on my prescription?

There are two reasons why a PD may not appear on your prescription:

The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler. Learn How.

Will I be able to purchase out of stock frames?

Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!

Looking for style advice on how to find a similar looking frame? Call us at 1-800-586-1368

How long does it take my contact lenses to ship?

Your wait time depends on your lens type. Some products — including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability.”

Once your contact lenses are in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery.

How long will it take for my prescription glasses to ship?

Production times for prescription lenses can vary from 2–9 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery, except in remote areas.

How long will it take for my non-prescription sunglasses to ship?

Non-prescription sunglasses will ship within 1–2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery, except in remote areas.

How do I track my order and shipment?

You can always log into MyAccount to get up-to-date order and shipment information. Learn more

When your order ships, you will also be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date.

Will I be charged duties and taxes?

In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase.

Non-prescription products will incur the usual rate of tax for your region.

Contact Lens Refills & Prescription Questions

Our Contact Lenses by Subscription program allows you to set a recurring delivery schedule for your prescribed contact lenses that you can change or cancel at any time. You’ll have the option to select this program while placing your contact lens order.

There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most regions, your prescription expires after 1–2 years. If you cannot find this information, we recommend speaking directly with your doctor.

In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase.
Non-prescription products will incur the usual rate of tax for your region.

To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.

Place an Order or contact Customer Service at: 1-800 (586-1683)

U.S. Federal Law requires us to verify all prescriptions with the appropriate eye care provider. This can happen in two ways, either you fax us a copy of your prescription or you can provide us with the name and phone number of the issuing authority and allow us to contact them and verify the validity and accuracy of your prescription information. Your eye care provider has 8 business hours to respond to our request for verification. During this time your order has a status of RXFaxed. If they do not respond within this time frame we will assume that your prescription is valid and your order will be processed and shipped.

Don’t Forget – Federal Law now requires your eye care provider to release a copy of your prescriptions. This allows you to take advantage of our low prices. Make sure to get a copy of your contact lens prescription, it belongs to you.

You can always log into MyAccount to get up-to-date order and shipment information. 

When your order ships, you will also be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date.

Shipping, Returns, Exchanges

It’s easy to return contact lenses at VisionCenterDirect.com. Just give us a call and we’ll take it from there!  To return your contact lenses, simply contact our Vision Care Team within 30 days of the delivery date for a complimentary electronic shipping label and instructions for mailing your product back to us.  You can speak with one of our friendly Customer Service Representatives at 1-800 (586-1638). Or if you prefer, you can email us at [email protected] to get the simple return instructions.

Please do not return your order without first contacting us. We need to provide you with a Return Merchandise Authorization (RMA) Number to ensure your return is handled quickly and efficiently. Once your return is received, it will take 2-3 business days for your refund to be processed and automatically applied to your credit card or original method of payment;

If our Customer Service Representative has instructed you to print out a Returns Form, you can find it here. Vis

Is there a warranty on contact lenses?

Defective lenses are rare as the contact lenses arrive directly to us from the manufacturer. However, if you believe you may have received a defective product, contact our Vision Ambassadors for further assistance. We may be able to provide a credit or replacement product for confirmed defects.

Delivery guidelines
Make sure that someone is at your apartment or office to sign for delivery. Remember to keep your cell phone handy: the courier will contact you if they need to reach you during delivery. If shipping to your home, the courier will deliver in person or leave the order in a secure location at their discretion.

Special order
Not all contact lenses are available in stock. Toric (for astigmatism), multifocal, RGP, and other specialty lenses are a custom order through the manufacturer and cannot be shipped on the same day they are ordered.

Unavailable Rx
Occasionally we will temporarily run out of stock on a particular prescription for an in stock contact lens product. If this happens, you will be removed from the ASAP Delivery service as we will need to order this product directly from the manufacturer before we can ship it to you.

Other products
Same Day Delivery is only available for in stock items. Products that require assembly, such as glasses, cannot be shipped on the same day they are ordered.
Order value
At this time Same Day  Delivery is not available for orders over $500.
Need more info? Call 1-800-586-1638

Are my contact lenses still good if they’ve frozen?

Yes, your brand-new contacts are still good even if the packets have frozen due to extreme weather conditions. You do not need to throw them out, because they are still salvageable.  All you need to do is let your frozen contact lens packets thaw at room temperature. The contact lenses are protected by the solution in which they are stored. As long as the seal on the package remains intact, the contacts inside will remain sterile

How long will it take to defrost?

It is suggested that you let them defrost overnight, leaving them at room temperature. They should be thawed and ready for wear the next morning.
Do not try to speed up the process by placing the frozen contacts in a warm setting, as the heat can change the chemical properties in the solution and negatively impact the quality of your contacts.

What do I do once my contacts have thawed?

Once defrosted, rinse your contacts with fresh saline solution before inserting them into your eyes. You can then wear them as usual, following your regular wear schedule.
While this occurrence is very rare, if your contacts have become uncomfortable or defective after being frozen, please discard the lens and contact our Vision Care Department right away.

Extreme cold weather can also leave your eyes feeling very dry while wearing contacts, so we also suggest using lubricating eye drops when needed; this will help keep your eyes moisturized.

Yes!  We only ship orders to the U.S.A. and Canada. We ship via FedEx International to the U.S.A. Delivery times vary based on the shipping method.

It is important to check with local customs departments in order to avoid any unexpected fees, duties, or delays that might result from your country’s importation policies. VisionCenterDirect.com is NOT responsible for any sales taxes, customs duties or other taxes charged by your customs department.

For more information about international shipping methods and pricing, see How much does shipping and processing cost?

After initiating your return with our Vision SalesTeam your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility. You will be notified via email when your return has been processed and when the refund has been completed.

Our Discounts, Price Matching & Taxes

Our Price Match Guarantee means that we will match the price of any authorized online retailer. This total price includes the final amount, at checkout, for the same number of boxes, containing the same number of lenses, along with any applicable shipping, handling, and additional fees charged by the competitor. Any sales offered by the competitor must be active at the time of the price match, and our representatives must be able to replicate the final price. Cached and third party links, mail-in rebates, limited time offers of less than 48 hours, “limited box quantity” offers, discontinued product clearance sales, and promotions that have ended are not valid. The price match cannot be combined with any offer on our site. We will match up to a maximum discount of $100 per order.

To receive the Price Match Guarantee:

1. Contact us either just before making your order on our site, or within 30 days of placing your order with us.
2. The lower-priced online merchant must have the product currently in stock, the product listed must be identical (including number of lenses per box), and must be an established site as determined by VisionCenterDirect.
3. Shipping and handling charges, exchange rates, sales taxes, and any other fees charged by the competitor will be included in the total when determining the price match.
4. You can perform a maximum of 3 price matches within a 90-day period.
5. The guarantee is based on the competitor’s final price. As such, we cannot combine the competitor’s offer with any coupons or codes featured on our site. This offer does not extend to custom, made-to-order, and RGP lenses.
6. This offer is exclusive to contact lenses. Glasses are not eligible for price matches with other sites

Note: Merchant prices found through third party ads are not eligible for price matches. Prices must be validated by our Vision Sales Team in order to be matched.

We do not offer the ability to price match glasses or sunglasses featured on competitor sites, however if your eyeglasses or sunglasses go on sale on our site within 30 days of your purchase, we will provide an adjustment for the difference in cost. After 30 days have passed, we are not able to extend this offer. 

We can apply a coupon to your order and adjust your cost within 30 days of your purchase date. After 30 days have passed, we are not able to extend this offer.

If you’re not 100% satisfied with your VisionCenterDirect.com purchase, we’ll cheerfully refund all your money.

A guarantee shouldn’t be complicated, so ours isn’t. At VisionCenterDirect.com we guarantee that you will receive the exact type and brand of contact lenses specified in your order and confirmed by your doctor’s prescription. Also, every lens is guaranteed free of manufacturer defects.

Returning contact lenses to VisionCenterDirect.com is very easy. All contact lenses must be in the manufacturer’s original, unopened boxes and/or vials. Simply call us and one of our friendly customer service representatives will make it right.

In North America, prescription products — including prescription glasses, prescription sunglasses, and prescription contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will be taxed at the usual rate for your region.

Discounts when available, can be applied during checkout. After selecting your products, you will be able to view your cart before confirming your purchase. At this point, there will be an opportunity to apply your discount code.

Products that are already discounted may not be eligible for further discounts.

MyAccount

MyAccount is your central hub for order and prescription information — ensuring fast and easy checkout and delivery.
We recommend signing in as soon as you visit our site to save your favourites, and quickly access your saved prescriptions, payment, and shipping information.

Access and manage the following with MyAccount:
• Track your Shipment(s)
• See your Order History
• Print Receipts, Learn how.
• Save your Favourites
• Access your Personal Profile (update & change your password)
• Review your securely stored Address & Payment Information
• Manage your prescriptions
and more — all by logging in at the start
You can also set up automatic contact lens refills and refer your friends

  1. 1. Log into your MyAccount
  2. Click on Order History
  3. Select “View all orders”
  4. Click “Print Receipt” and you’ll see your receipt formatted for printing.

Note: a receipt will only be generated once your order has shipped.

If you’ve forgotten your password you can provide the email address that you’ve used and we will email you a reset message. If you simply want to change your password from within your account, select “Personal Profile” and then “Change Password”.

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