XXXXXXFAQs

Technical Questions

Q:           I am trying to log onto my account and I forgot my password?

A:            When you are at the login page, please click on the ‘Forgot Password’.  You will be prompted to supply your email address and a temporary password will be emailed to you.  You can then login again with your temporary password and then change it once you are back into your account.

Q:           How do I update my profile information online?

A:            You can update your profile information by logging into your account and click on My Account at the top of the page and then click on Update.

Q:           Do I have to register to browse the store?

A:            No you will not be required to register to browse, however if you do make a purchase, you will be required to register at that time.

Q:           Why does my screen not display the store information correctly?

A:            Please check the version of the browser you are using.  The webstore operates on the following browser versions:

- Safari versions 9+

- Firefox versions 40+

- Internet Explorer versions 9+

- Chrome versions 40+

Not Getting Our Emails?

If you do not receive an order confirmation email within 15 minutes of placing your order, please check your Spam/junk folder. With the large amount of unwanted emails being sent these days, sometimes our important emails are mistaken for Spam.

If you are using an anit-spam program or service, please take a second and add our emails to your “safe” or permitted sender list.

Order Support Questions

Q:           I was referred to this Web Store but I am not a patient.  Can I still order?

A:            Of course you can order!  Feel free to view items throughout our web store and when you are ready to purchase, just Register (click the Register button at the top of the page) as a user and begin to fill your shopping bag.  Welcome to our web store.

Q:           When will my backorder arrive?

A:            Backordered items are those which our suppliers have indicated that they will have more in stock, but may not know that exact date.  If we have a date from the supplier, we will provide that information to you.  We will ship your order as soon as we receive the items from the supplier.

Order Maintenance Questions

Q:           How do I make a return?

A:            Returns can either be made by calling customer service and requesting a return label that will be emailed to you with the return address information directly on the label.

Q:           I just placed my order and realized I made a mistake (i.e. – duplicated an order, ordered the wrong item, etc.), how do I change my order?

A:            Please call customer service and we can make the necessary adjustments.

Q:           I just placed an order and changed my mind.  How do I cancel this order?

A:            Please call customer service.  As long as the order has not processed, we will be able to cancel the order.  If the order has processed, we will email you a return label so you can return your product.

Shipping Questions

Q:           When will I receive my order?

A:            Once your order processes, it will take 7-10 business days to arrive (unless you have selected expedited shipping – then 3-4 business days).  You may check your order status by contacting customer service.  We will send you status emails to notify you when your product has shipped.  If you ordered contact lenses, please allow an additional 24 hours for us to review and verify your contact lens prescription.

Q:           Can I ship an order outside the continental United States.

A:            Yes, we ship to all 50 states, including APO, DPO and FPO addresses.

Q:           How much is my shipping?

A:            Shipping charges are determined based on the method of shipment, either Standard or Expedited.  The Shipping Methods and Cost will be included in the Checkout process.

Q:           Can I ship to an Armed Forces (APO, FPO, and DPO) address?

A:           Yes you can ship to an Armed Forces address.  All shipments to APO, FPO, DPO addresses are sent via U.S. Priority or First Class Mail. We estimate 5 to 7 business days for delivery once the order has been shipped; however, some destinations may take up to 21 days. When entering in the address please follow these guidelines:      

City: enter in “APO”, “FPO”, or “DPO”

State: select the appropriate Armed Forces region, i.e. Africa, Americas, Canada, Europe, Middle East or Pacific (Asia)

Country: United States

Q:           Can I ship to a P.O. Box?

A:           We ship via USPS so you may ship to a P.O. Box 

Security and Privacy Information

Q:           How secure is my credit card when ordering online?

A:            Detailed information regarding our security is under the Privacy Policy statement which is located at the bottom of each page of our web store.   None of your credit or debit card information is stored anywhere in our web store or website.

Payment Questions 

Q:           How are sales taxes calculated?

A:            The tax is based on the state and local tax rate for the designated zip code.  Shipping costs are also taxed.

Q:           Can I pay by check?

A:            We do not accept checks as a method of payment for online orders.  

Q:           When will my credit card be charged?

A:            Your credit card will be charged after you have successfully completed your online order.

Q:           What is the CCV number and where do I find it?

A:            American Express, Visa, MasterCard, and Discover credit or debit cards all carry a unique identification number to help protect you against online fraud.

For Visa, MasterCard, and Discover credit or debit cards, the identification number is the 3-digit number located on the signature strip on the back of your credit or debit card.

On American Express credit or debit cards, the identification number is the 4-digit number located on the front of the credit or debit card above the credit or debit card number

Q.Why does my credit card keep getting declined?

A. When a declined message appears, this could mean a number of things. Check to make sure your card information was entered correctly, be sure your account is not over the limit, or your card is not expired. If your information was entered correctly and your card is not expired, please contact your bank.

Customer Service/Miscellaneous Questions

Q:           I called customer service and was asked to leave a message.  When can I expect someone to return my call?

A:            During normal business hours you can expect to receive a call back within 1-2 hours.   After normal business hours your call will be returned the following business day.

Q:           Can I schedule an eye appointment through the Web Store or through the customer service phone number?

A:            All eye exams should be scheduled directly through our clinic.   Please go to our website or call our practice. 

Q:           What are the normal business hours when customer service is available for assistance?

A:            Monday through Friday from 8am to 6pm. 

Q:          Which vitamins or eye drops should I order?

A:          Please contact our practice directly with any questions or concerns regarding our eye health products.