FREQUENTLY ASKED QUESTIONS

1.1 What forms of payment do you accept?

For USA customers: We accept Visa, Master Card, American Express and PayPal.

For Canadian customers: We accept Visa, Master Card, Discover and PayPal.

1.2 How do I cancel my order?

Please contact customer service at 1-888-404-7317 as soon as possible. If your order has not been processed, we can cancel it right away. If your order has been processed but not shipped, there will be a 3% cancellation fee to recover merchant fees.

1.3 Are your prices in Canadian or US currency?

If you are located in Canada, the prices are quoted in Canadian dollars. For our US customers the prices are quoted in US dollars. You can refer to the top right corner of the homepage to confirm which currency you are shopping in.

1.4 What is the insurance fee?

The $3.95 insurance fee is a mandatory fee that will cover the following: 1) If your prescription changes within 1 year of your order, you can return any unexpired, unmarked and unopened boxes of contacts, and we will ship you replacement lenses to match your new prescription. 2) If your package is lost, upon completing an investigation with the carrier, we will replace your original order at no charge.

1.5 I have placed an order through PayPal but have yet to receive confirmation. Did my order go through?

If you do not receive a confirmation email from VisionPros within 15 minutes of placing your order, then your order did not go through. There may have been a problem processing your Paypal transaction. This could be due to many different reasons. The funds may be pre-authorized by Paypal and it usually takes 3-5 business days to be removed. Once the pre-authorization has been removed you will see your funds back in your account. You can place your order again using a credit card or if you would like to try using Paypal again, you will need to contact Paypal and ask them why the transaction is not going through.

1.6 My credit card is declining, but I have enough funds.

You will have to contact your credit card company by calling the 1-800 number on the back of your credit card. Some credit card companies have an international block on your card, which prevents you from buying from a Canadian company. By calling them, they can remove this block for you and we can process your transaction.

1.7 My order has been “Pending Approval” for quite some time now, why is this?

There was a problem with your order when it was processed. Please kindly refer to the email sent to you after purchase. Please email us (info@visionpros.com) or call us (1-888-404-7317) as soon as possible with the information we requested to complete your order.

1.8 Does my shipping address and billing address have to be the same?

We are only able to ship to addresses that are associated with the credit card used for purchase. If you would like to ship to an alternate address, please contact the 1-800 number on the back of your credit card and update the billing address on file or request to add a secondary address on your account. We will need to verify the update has been made with your credit card provider. Another option is to checkout through PayPal to avoid having to contact your credit card provider at all.

1.9 Where do I enter a coupon code?

In the order process, you will be asked for the coupon code before you finalize the order on the review/submit page. The code will deduct the discount from the final price, before it is submitted. Please be advised that only one coupon code can be used per order.

2.1 I wish to try a different brand, what do you recommend? Can I get a trial lens?

All contact lenses require brand specific prescriptions which your Eye Care Practitioner (ECP) must provide you. If you would like to try a different type of lens, you must ask your ECP for recommendations and trial lenses. We, as an online lens retailer are unauthorized to make recommendations.

2.2 Do you offer gas permeable lenses?

Unfortunately we do not offer gas permeable contact lenses. We only offer soft lenses.

2.3 I can’t find my contact lens prescription online, what do I do?

In the case that you are unable to find your prescription on our webpage, we suggest contacting your optometrist as you may be reading your eye glass prescription. They can then assist you with providing a contact lens prescription that fits with the appropriate drop downs offered on the webpage.

3.1 How long until I get my order?

Processing Time
Product TypeProcessing Time
Eyeglasses and Sunglasses2 – 9 business days
Progressive Eyeglasses2 – 9 business days
In-Stock Contact Lenses1 – 2 business days
Non-Stock Contact Lenses *3 – 5 business days

*Check contact lens availability on the product page. If it states non-stock, then the lenses need to be special ordered from the manufacturer and may take up to 5 business days to arrive at the VP warehouse.

NOTE: Orders placed on weekends and holidays will be processed the following business days.

Shipping Time
Shipping TypeShipping TimeShipping Cost
CANADA
Canada Post (Expedited)3 – 6 business daysFREE (on $89+ with code: VPFS)
Canada Post (Expedited)3 – 6 business days$8.95
Canada Post (Xpress Post)1 – 3 business days$12.95
Canada FedEx 2-day2 – 3 business days$15.95
Canada FedEx Priority Overnight1 – 2 business days$19.95
USA
United States Postal Service5 – 7 business days$13.95
Fedex 2-3 Days2 - 3 business days$19.95
Fedex Express1 – 2 business days$29.95

*All shipping times are estimated business days after your order has shipped. Please be advised that weekends and holidays are not considered business days.

3.2 Why is shipping to the US expensive?

As we are a Canadian company, we incur fees while shipping across the border. The extra costs will cover any brokerage charges and duty fees when your package clears customs.

3.3 How can I get my order any faster?

For USA customers: We offer USPS shipping which is 5-7 business days. For an additional cost, we now have the option for our US customers to select FedEx shipping and receive their package in 1-2 business days.

Be advised that we cannot ship orders the same day that we receive them, so please plan accordingly. Please also note that USPS and FedEx do not deliver on weekends or holidays.

For Canadian customers: We do a few forms of expedited shipping. Canada Post (Xpresspost) which is 1-3 business day delivery and FedEx 2 day delivery and Fedex Priority Overnight which is 1-2 business day delivery. See chart above for costs.

3.4 I received a tracking number but there is no activity. Where are my lenses?

If your order has been assigned a tracking number, but has not updated through USPS, this means the contact lenses are currently crossing through US customs. Once the package clears US customs, your tracking number will update. This can take anywhere from 24-48 hours.

Please note if your order was shipped Friday, your tracking number will not update until 24-48 hours after the following business day.

3.5 I entered an incorrect shipping address when my order was placed/my package is being returned to sender/my package has been rejected; how do I have the package re-shipped?

In the case that your package is being returned to sender, we must wait for the package to arrive at our facility before re-shipping. Once we receive your package, we will contact you to update your address. A shipping fee of $13.95 will be required to ship to your correct address. A refund can be applied if requested, however this will include a 10% restocking fee and the original shipping charges and any insurance fees are nonrefundable.

3.6 My tracking number states delivered but I have yet to receive it. Can you help me with this issue?

For US customers: If you have not yet received this package, we do ask that you check your local USPS office. Many times the package is re-directed and ready for pick up. If they do not have your package, please gather the supervisor’s name and phone number, and contact us with this information. We will then contact USPS on your behalf to initiate an investigation to locate your package. The $3.95 insurance fee will cover a replacement package should the carrier declare your package lost. Please note we are unable to provide a refund for packages that are showing delivered. If your package was shipped via FedEx, please contact our Customer Care Team so we can initiate a claim on your behalf.

For Canadian customers: If you have not received your package, please kindly contact us by phone or email so we can initiate an investigation with CanadaPost or Fedex to have the package located and delivered ASAP.

3.7 I’m worried that my lenses will freeze during shipment, what happens if they do?

Good News! Contact lenses are packaged inside of a buffered saline solution, and do not get damaged if frozen. The lenses are designed to go back to their original state/condition and are safe to use, once thawed out at room temperature for 24 hours.

3.8 What is the $3.95 insurance fee?

This is a mandatory insurance fee of $3.95 for all orders.This fee will insure your package through VisionPros should it become lost or damaged in transit. (An investigation will need to be completed with the postal service before a replacement package can be shipped). Your order is also insured against any damaged or torn lenses. If you receive any defective lenses, we will supply the manufacturer's contact information to receive replacement lenses at no charge. If your prescription changes within 1 year of your order date, you can return any unexpired, unmarked and unopened boxes of contacts. We will cover the cost of shipping the replacement lenses from us to the customer in the updated prescription. This does not apply for multifocal toric and XR lenses.

3.9 What happens if my order is missing, lost or damaged?

Any claims for missing, lost or damaged packages must be initiated with VisionPros within 45 business days. Please verify your order is correct as soon as you receive it, even if may not yet be time to open the new boxes of contact lenses. The $3.95 insurance fee will cover the cost of replacing any packages that may become lost or damaged in transit. The postal company deletes the tracking information after this time period has elapsed and thus we are unable to assist in providing replacements after this time period.

4.1 How do I send my lenses back for refund?

Contact lenses may be returned or exchanged within 365 days of purchase provided they are unopened, unmarked, and undamaged. All refunds will include a 10% restocking fee. All shipping and insurance charges are non-refundable. ***NON-REFUNDABLE ITEMS INCLUDE: Proclear Toric XR, Proclear Multifocal Toric, Encore Toric XR, Vertex Toric XR, Proclear Multifocal XR, Frequency 55 Toric XR*** For more details, please follow the instructions below:

  1. Please click the link here to print our return/exchange form and enclose it with your return shipment. We require this form to be completed and submitted to process your request.
  2. Please have the lenses sent back to the address of:
    For US Orders: VisionPros.com - 1750 Grant Avenue, Blaine, WA, 98230
    For Canadian Orders: 19140 28th Ave, Unit 104, Surrey, BC V3Z 6M3
  3. Place all contact lenses into a cardboard box when shipping. The lens boxes must be un-damaged. If the box(es) are damaged, the lenses will not be able to be re-sold.
  4. Please email customer service (info@visionpros.com) with your returning tracking number.

4.2 How do I send my lenses back for exchange?

Contact lenses may be returned or exchanged within 365 days of purchase provided they are unopened, unmarked, and undamaged. ***NON-REFUNDABLE ITEMS INCLUDE: Proclear Toric XR, Proclear Multifocal Toric, Encore Toric XR, Vertex Toric XR, Proclear Multifocal XR, Frequency 55 Toric XR*** Customers are responsible for all charges associated with shipping and return shipping of goods back to Vision Pros. Please keep in mind that if you did not purchase the $3.95 insurance fee, you will be responsible to pay for shipping both ways. For more details, please follow the instructions below:

  1. Please click the link here to print our return/exchange form and enclose it with your return shipment. We require this form to be completed and submitted to process your request.
  2. Please have the lenses sent back to the address of:
    For US Orders: VisionPros.com - 1750 Grant Avenue, Blaine, WA, 98230
    For Canadian Orders: 19140 28th Ave, Unit 104, Surrey, BC V3Z 6M3
  3. Place all contact lenses into a cardboard box when shipping. The lens boxes must be un-damaged to claim an exchange. If the box(es) are damaged, the lenses will not be able to be re-sold and an exchange will not be issued.
  4. Please email customer service (info@visionpros.com) with your returning tracking number.

4.3 I received defective product on my last order; can I receive a replacement?

In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer deems the lens as defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be replaced with the exact same lens and prescription only. We cannot issue refunds for defective items.

5.1 Do you accept Vision Insurance?

As an online retailer, VisionPros.com is considered an out-of- network provider. Most insurance plans allow you to use an out-of- network provider. If they do, then you can submit an itemized receipt to your insurer for reimbursement on your VisionPros.com purchase.

  1. Verify your vision insurance plan includes benefits for out-of- network providers. The reimbursement you receive is based on your individual plan.
  2. Place your order with VisionPros.com.
  3. Complete the out-of- network form provided to you on your insurance company’s website.
  4. Submit the form and the itemized receipt you received in your VisionPros.com shipment to your insurance company.

5.2 I want to immediately submit my receipt to my insurance provider. What do I do?

No problem. A sales receipt is emailed to the email address provided immediately after purchase. If you do not see it, please check your junk folder. Do not hesitate to call us if you have any questions.

5.2 Can I use my flexible spending accounts (FSA) or health savings accounts (HSA) for payment?

Yes! VisionPros.com accepts both FSA and HSA for payment as long as the benefits card is associated with a major credit card. (Look for a credit card logo on your FSA/HSA card to confirm association.)

5.1 Do you accept Vision Insurance?

If you have an extended medical plan that includes vision coverage, then you can submit an itemized receipt to your insurer for reimbursement for your VisionPros.com purchase.

  1. Verify your extended medical plan includes vision benefits. The reimbursement amount you receive is based on your individual plan.
  2. Place your order with VisionPros.com.
  3. Promptly submit the itemized receipt you received in your VisionPros.com shipment to your insurance company.

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