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Common Questions (FAQ)

by 1-800 CONTACTS
K Posted on January 8, 2014

Click the + sign to expand the answer to the questions you would like answered.

Account Questions

1. How do I sign in if I can't remember my password?
If you’ve forgotten your email or password, head to the Sign In page. Several options are available to retrieve your information.

If you’ve forgotten your password, simply click the Forgot Password link and we’ll email you a link to change your password.

2. How do I sign in if I can't remember my email?
If you don’t remember the email associated with your account, use the Find My Account link—keep in mind that once you’ve located your account you will need to create a new password. To locate your account, you will need to enter your first and last name. For security purposes, you also need either your customer number or the last four digits of the credit card associated with your account. With these three pieces of information entered, click the Search button.
3. How do I change the email or password on my account?
After you sign in, head to the My Account page by clicking on the link in the top right-hand corner of the page. Click on the “Sign In & Password” tab, and you will be given the option to change both your email and password.
4. Can I still sign in to my account if I've forgotten my password and no longer have access to my old email address?
You can still access your existing account by using the My Email Has Changed page. Click Sign In at the top of the page and select My Email Has Changed under the “Help with Sign In” heading. You’ll need to know the first and last name of the patient on the account and the zip code used. You will also need to know either the customer number or the last four digits of a credit card associated with the account. Once you have found your account, you can enter a new email and password. You’ll use this email and password with your account from now on.

For your security, we’ll remove the credit card information from your account if you change your email address. We’ll also send you an email confirming your change.

5. Why didn't I get a forgot password email?
If you can’t find the email we sent to, check to see if it’s in your junk, spam, or bulk mail folder. To ensure future emails will always make it to your inbox, please add 1800CONTACTS.com to your “Safe Senders” or “Trusted Sites” list.

 

Placing Orders

6. How do I place an order?
Ordering with 1-800 CONTACTS is simple! Our How to Order page will quickly teach you how to order a product. If you’re still having trouble, you can call us at 1-800-266-8228 to help you through the process.
7. How do I order if I wear a different brand in each eye?
If you wear different brands in each eye, start by entering the prescription for your right eye. On the product page for your brand, uncheck the box next to “Left Eye”. The page will refresh with the parameters for the left eye grayed out. Enter the parameters for your right eye according to your prescription or contact lens box and enter your name below the prescription. When you are done with the right eye, continue by clicking the “Add to Cart” button. You will be taken to the shopping cart and see the prescription you entered for your right eye.

To enter the prescription for your left eye, navigate to your brand using the search box or one of the product lists on the left side of the page. When you’ve found your brand and arrived on its product page, uncheck the box next to “Right Eye.” The page will refresh with the right eye grayed out this time. Next, enter the parameters for your left eye according to your prescription or contact lens box and enter your name below the prescription. When you are finished, click Add to Cart. You will arrive on the shopping cart page again, this time with the separate prescriptions for each eye listed. Review the prescriptions to make sure they are correct and then hit “Continue Order” to proceed.

8. How do I use an order code?
In your cart, there is an order code link located above the total price of your order. Click on the link, enter your code, and hit apply to see valid codes applied to your total.

 

Prescription Questions

9. Do I need a prescription to place an order?
Yes. We require a valid prescription for every order. If you don’t have a copy of your prescription, you can still order contact lenses from us. You’ll be able to select your eye doctor from our expansive database. All you will need is your eye doctor’s name (or clinic name), city, and state.

After you submit your order we will act on your behalf to quickly verify or obtain your prescription information. We are required by law to verify your prescription with your doctor. This helps to ensure that we provide you with the correct contact lenses in your order.

10. How do I order if I don’t have a copy of my prescription?
To find the correct information for your contact lens order, just look on one of your contact lens boxes. Your contact lens box will have a brand name and your prescription information. Please see the example below to find your prescription on your contact lens box:


Contact lens prescriptions vary based on the type of lens you wear (bifocal, toric, disposable contacts, etc.).

If you don’t have a box, call us at 1-800-266-8228 and we can complete your order process over the phone. One of our agents will be happy to contact your eye doctor and find your prescription for you.

11. How do I know if my prescription is still valid?
Under a new federal law your prescription is good for a minimum of one year and, depending on the state in which your eye care provider is located, some prescriptions are good for two years. Most importantly, this one year time period is from the date your eye doctor issues your prescription—not from the date of your eye exam.

We are advocates of proper eye health and encourage our customers to receive regular eye care. If you have provided us a copy of your prescription, we will notify you when it is expiring. If it has already expired, we’ll call to remind you to visit your eye doctor for an eye exam and to receive an updated or new contact lens prescription.

 

Order Status and Shipping Questions

12. How do I check the status of my order?
First, be sure to sign in! You can easily check the status of your current and past orders by clicking on the “Order Status & History” tab on the My Account page. Your most recent order will be displayed, and you can print or email your receipt. If you want to see past orders, scroll to the bottom of the order details and click “See more orders.”
13. How do I print an invoice?
You may print or email an invoice from an order at any time.

First, be sure you sign in to your account. Once you’ve signed in, select the “Order Status and History” tab on theMy Account page to view recent orders. The options to print or email your invoice are located at the top of each order summary.

14. How long does it take for my order to ship?
It may take up to 48 hours to process your order. We’ll verify your contact lens prescription with your eye doctor as soon as possible. If you would like your order to ship immediately, you can fax your prescription to 1-800-875-9851 or email it to rx@1800contacts.com. Please put your customer number on the contact lens prescription before faxing or emailing it.
15. What shipping options and rates are available?
Updated Shipping
16. What is 1-800 CONTACTS' return policy?
We offer a 100% satisfaction guarantee on all orders. If your prescription changes, we’ll even let you return the unused lenses, as long as they are sealed in their original packaging. Once we verify your new prescription, your lenses will be replaced and sent to you. We are also happy to replace torn lenses.

 

International Orders

17. What if my eye doctor is outside the United States?
These orders can’t be filled on the website since orders shipped within the 50 United States require your current eye doctor’s contact information and a copy of your contact lens prescription. First, call 1-800 CONTACTS (1-800-266-8228) to set up an account and place your order, then fax a copy of your prescription including your customer number to 1-800-875-9851.

We will honor international prescriptions for two years from the exam or issue date regardless of state rules regarding the shipping destination. If there is no date on a prescription, we’ll honor that prescription for two years after the date we received it regardless of the state rules related to shipping destination. Prescriptions are written differently in every country. In order for us to be able to use your international prescription, there is some information that the doctor needs to specify:

Patient Name
Brand of contact lens
Power
Base Curve (this measurement tells us the size of your eye, generally an 8.x Or 9.x Number)

If you have any questions, please call 1-800 CONTACTS (1-800-266-8228) for assistance.

18. What do I need to know if I am shipping to an international address?
International orders may experience additional shipping delays. You may be subject to import duties and taxes, which are charged once a shipment reaches your country. Additional charges for customs clearance must be paid by you; we have no control over these charges and can’t predict the amount. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, you must comply with all laws and regulations of the country in which you’re receiving the goods. Manufacturer restrictions prevent us from shipping certain products to some geographic locations.

Orders shipping to Japan will only be allowed a two-box quantity or a two month supply. O2 Optix orders will not be shipped outside North America (with the exception of APO/FPO shipping addresses). Additionally, we can’t ship to Mexico or Spain.

 

Payment Questions

19. Can I use my FSA (flexible spending account) to pay for my order?
Absolutely. When you reach the “Review & Submit” page, just use your FSA card as you would any other credit card. If you don’t have an FSA card, you can purchase products using a regular credit card and submit the invoice for reimbursement.

For more information about using your FSA to pay for contacts, click here. If you need help, call us at 1-800-266-8228.

20. Does 1-800 CONTACTS accept vision insurance?
1-800 CONTACTS is accepted by most major insurance companies, such as Cole Managed VisionDavis VisionEyeMedSpecteraVSP, and many others as an out-of-network provider. So, if you have an out-of-network benefit for contact lenses, you simply purchase your contacts through 1-800 CONTACTS and submit the itemized invoice that we send you with your order for reimbursement from your insurance company.

If you have any questions, please call us at 1-800-266-8228 and a customer service representative will assist you.

 

Product Questions

21. Does 1-800 CONTACTS sell name brand contact lenses?
Yes, you receive the exact same contact lenses as you would from your eye doctor, including all of the major brands like Acuvue®, Soflens®, O2 Optix®, Optima®, PureVision®, Focus® and Biomedics® as well as hard-to-find specialty lenses such as toric, colored, bifocal, multifocal and disposable contact lenses.
22. How do I order gas permeable contacts on the website?
Gas permeable lenses are available through our call center only. Please call 1-800 CONTACTS (1-800-266-8228) to order this lens.
23. What if I can’t find my contact lenses on the website?
If you can’t find your contacts on our website, it may mean that we only sell them in our call center. Please call 1-800 CONTACTS (1-800-266-8228) for help from one of our contact lens experts.

 

Company Information

Hours of Operation and Contact Information
With only a few exceptions, our call center agents are available by phone at 1-800-266-8228 24 hours a day, 7 days a week. For your convenience, live chat agents are always just a click away.

1-800 CONTACTS’ call center is closed or has limited hours on the following days:

New Years Day—Open 8 a.m. (MST) to midnight
Easter—Closed
4th of July—Closed
Thanksgiving Day—Closed
Christmas Eve—Open until 6 p.m. (MST)
Christmas Day—Closed
New Years Eve—Open until 6 p.m. (MST)

You may still place orders on our website on these days.

To contact us by email, click here. We can also be reached by standard mail at:

1-800 CONTACTS
51 West Center St
Orem, UT 84057