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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 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.

1.5 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.

1.6 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.

1.7 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.

1.8 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.

2.4 How do I read my prescription?

First step is to know that OD means your right eye and OS means your left eye. Occasionally, you will see a notation for OU, which means something involving both eyes.

A plus sign in front of the number means you are farsighted and a minus sign means you are nearsighted.

For people who have astigmatism, there will be three numbers in your prescription. The general form for writing these numbers is S x C x Axis

The S refers to the "spherical" portion of the prescription, which is the degree of nearsightedness or farsightedness discussed above.

The C refers to the "cylinder" or astigmatism, and can be written as a negative or a positive number.

The Axis is a number anywhere between 0 and 180 degrees. It reveals the orientation of the astigmatism

2.5 What is a PD value?

Pupillary distance (PD) measures the space between the pupils of your eyes. Knowing this measurement is important to ensure the sweet spot (or optical centers) of the lenses of your glasses align with your eyes.

2.6 How do I measure my PD?

  1. Stand 8 in. away from a mirror.
  2. Hold a ruler against your brow.
  3. Close your right eye then align the ruler’s 0 mm with the center of your left pupil.
  4. Look straight then close your left eye and open your right eye.
  5. The mm line that lines up to the center of your right pupil is your PD.

2.7 What are Cylinder (CYL) and AXIS values?

Both Cylinder and Axis values refer to an astigmatism in your prescription. Cylinder refers to the strength and Axis refers to the rotation of the cylindrical lens that runs on a plane of 1-180°.

2.8 Do I need special prescription for contact lenses?

Yes. A contact lens fitting and a prescription written by a licensed eye care professional are required even if you have no need for vision correction and want only "non-prescription" (plano) colored contact lenses or special-effect contact lenses to change the appearance of your eyes.

2.9 Do I need two different prescriptions for glasses and contacts?

Yes. Contact lens prescriptions and eyeglass prescriptions are often not the same. They can significantly differ because eyeglass lenses are positioned approximately 12 millimeters from your eyes, whereas contact lenses rest directly on the surface of your eyes.

2.10 How long does my prescription last?

Prescriptions expiration periods are usually written in accordance to how long your eye doctor believes that it will still be appropriate, typically written with an expiration of TWO years. However certain circumstances may warrant a shorter expiration date. Contact lenses are typically written with an expiration of ONE year.

3.1 How long until I get my order?

Processing Time
Product TypeProcessing Time
In-stocked Contact Lenses1 – 2 business days
Non-stocked Contact Lenses*3 – 5 business days
Non-stocked Coopervision Contact Lenses*5 – 10 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 10 business days to arrive at the VP warehouse.

NOTE: Orders placed on weekends and holidays will be processed the following business day. Be advised that we cannot ship all orders the same day that we receive them, so please plan accordingly.

Shipping Time
Shipping TypeShipping TimeShipping Cost
CANADA
Canada Post Expedited3 – 6 business daysFREE (on $89+ with code: VPFS)
Canada Post Expedited3 – 6 business days$9.99
Canada Post Xpress Post1 – 3 business days$12.95
UPS Overnight (no PO box)1 – 2 business days$19.95
FedEx Priority Overnight (no PO box)1 – 2 business days$24.95
USA
United States Postal Service5 – 7 business days$13.95
FedEx 2-3 Day (no PO box)2 - 3 business days$19.95
UPS Overnight (no PO box)1-2 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 or UPS shipping.

For Canadian customers: We do offer a few forms of faster shipping. For an additional cost, we have the option for our Canadian customers to select Canada Post Xpresspost, UPS and FedEx.

See chart above for costs.

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

If your order has been assigned a tracking number but it has not updated, 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 new shipping fee 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 Vision Insurance fee?

TThis is a mandatory vision 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: HYDRASOFT SPHERE THIN, Optima Toric, Proclear Toric XR, Proclear Multifocal Toric, Biofinity XR toric, Vertex Toric XR, Proclear Multifocal XR and any discontinued items. *** 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: HYDRASOFT SPHERE THIN, Optima Toric, Proclear Toric XR, Proclear Multifocal Toric, Biofinity XR toric, Vertex Toric XR, Proclear Multifocal XR and any discontinued items. *** Customers are responsible for all charges associated with shipping and return shipping of goods back to VisionPros. 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 thelink 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?

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.

6.1 Are contact lenses safe for every person?

Yes. Listen to the advice of your eye doctor for a safe contact experience. Anyone who wears contacts should thoroughly wash and dry their hands before inserting and removing lenses.

6.2 Are contact lenses safe for every age?

Unless under exceptional conditions, optometrists tend to introduce contact lenses to motivated children as young as 10-12 so they can get used to and comfortable with wearing them.

6.3 How long does it take to get used to contact lenses?

It can be as quick as 1 day or take as long as 1 month. The actual time you take to adjust depends upon several factors, including which type of contacts you have, your age, and proper fit.

6.4 Can contact lenses get lost behind the eyes?

Contact lenses can get dislodged from your eye usually due to some type of physical contact such as extensive rubbing. Rarely, torn contacts my leave a small piece of the lens in your eye. Contacts can get stuck under your eyelid but it's not possible for them to go behind your eye, as your eyelids actually connect with your eye itself forming a pocket barrier that prevents objects from going "behind" your eye.

6.5 Can I wear contact lenses if I wear bifocal glasses?

Yes. You're an especially good candidate for multifocal contact lenses if you are already used to wearing contact lenses or if you have already adapted to bifocal, trifocal, or progressive eyeglass lenses.

6.6 Should I wear contacts when playing sports?

Yes. Wearing prescription eyeglasses while playing sport can be risky for breakage, so contact lenses is an excellent option when playing sports, especially high contact ones.

6.7 Can I swim in my contacts?

Swimming with contact lenses should be avoided as it can result in discomfort and eye infections that can potentially lead to sight-threatening conditions such as a corneal ulcer. The FDA recommends that contact lenses should not be exposed to any kind of water, including tap water and water in swimming pools, oceans, lakes, hot tubs and showers.

6.8 Can I sleep in my contacts?

The manufacturers' guidelines for contact lenses are created specifically for each brand and type of lens. Each contact lens brand will have its own transmissibility of oxygen and some brands are designed for safe overnight wear.

6.9 I have dry eyes. Can I still wear contact lenses?

Yes. The phrase "contact lenses for dry eyes" refers to new technologies that contact lens manufacturers have developed to reduce contact lens-induced dry eye (CLIDE) symptoms. With today's variety of new contact lenses and care products, the need to discontinue contact lens wear altogether is very unlikely.

6.10 Can I store contact lenses in water?

No. You should never, ever store your contacts in water. Despite being purified, tap water can still contain bacteria and other microorganisms that can be absorbed into the lens and cause serious eye infections.

6.11 What are toric contact lenses?

Toric contact lenses are soft contact lenses that are used to correct astigmatism. A toric contact lens is shaped differently than non-toric contacts, allowing for different focusing powers on both vertical and horizontal orientations. Toric contact lenses will be prescribed to you by your eye doctor, who will determine which toric contact lenses are the right fit for your eyes.

6.12 Are toric contact lenses for astigmatism?

Yes, toric contact lenses are soft contact lenses that are used to correct astigmatism.

6.13 Can I wear contacts if I have astigmatism?

Yes, you can wear contact lenses if you have astigmatism! Leading contact lens manufacturers have developed a large selection of astigmatism contact lenses that utilize the best contact lens materials available to correct the vision issues associated with astigmatism. Visit your eye doctor to determine which contact lenses for astigmatism are most suitable for your eyes.

6.14 Are toric contact lenses right for me?

Toric contact lenses are used to correct astigmatism. If you have astigmatism and have interest in wearing toric contact lenses, visit your local eye doctor. Your eye doctor will determine which toric contact lenses are right for your eyes.

6.15 Are there daily disposable contact lenses for astigmatism?

Yes, there are a variety of daily disposable contact lenses for astigmatism available on the market. VisionPros.com carries the following daily disposable contact lenses for astigmatism:

  • Acuvue Oasys 1-Day for Astigmatism
  • Dailies Aquacomfort Plus Toric 90 Pack (For Astigmatism)
  • Dailies Aquacomfort Plus Toric 30 Pack (For Astigmatism)
  • Soflens Daily Disposable for Astigmatism 90 Pack
  • Soflens Daily Disposable for Astigmatism 30 Pack
  • 1 Day Acuvue Moist for Astigmatism 90 Pack
  • 1 Day Acuvue Moist for Astigmatism 30 Pack
  • MyDay Toric 90 Pack (For Astigmatism)
  • Clariti 1 Day Toric 90 Pack (For Astigmatism)
  • Clearsight 1 Day toric 30 Pack (For Astigmatism)
  • Biomedics 1 Day Toric 30 Pack (For Astigmatism)

6.16 Can I wear contacts if I have presbyopia?

Yes, there is a large selection of contact lenses for presbyopia that have been developed by the leading contact lens manufacturers. Your eye doctor will determine which brand of contact lenses for presbyopia are most suitable for your eyes.

6.17 What are multifocal contact lenses?

Multifocal contact lenses are designed for people with presbyopia who have trouble focusing on objects at varying distances. Multifocal contact lenses contain multiple prescriptions to allow clear sight at both close and far-away objects. Multifocal contact lenses will be prescribed to you by your eye doctor, who will determine which multifocal contact lenses are the right fit for your eyes.

6.18 Are multifocal contact lenses for presbyopia?

Yes, multifocal contact lenses are designed for people with presbyopia who have trouble focusing on objects at varying distances.

6.19 Are multifocal contact lenses right for me?

Multifocal contact lenses are designed for people with presbyopia. If you have presbyopia and have interest in wearing multifocal contact lenses, visit your local eye doctor. Your eye doctor will determine which multifocal contact lenses are right for your eyes.

6.20 Are there daily disposable multifocal contact lenses?

Yes, there are variety of daily disposable multifocal contact lenses available on the market. VisionPros.com carries the following daily disposable multifocal contact lenses:

  • Dailies Aquacomfort Plus Multifocal 90 Pack (For Presbyopia)
  • Dailies Aquacomfort Plus Multifocal 30 Pack (For Presbyopia)
  • Dailies Total1 Multifocal 90 Pack (For Presbyopia)
  • Dailies Total1 Multifocal 30 Pack (For Presbyopia)
  • 1 Day Acuvue Moist Multifocal 90 Pack (For Presbyopia)
  • 1 Day Acuvue Moist Multifocal 30 Pack (For Presbyopia)
  • Clariti 1 Day Multifocal 90 Pack (For Presbyopia)
  • Clariti 1 Day Multifocal 30 Pack (For Presbyopia)

6.21 Where can I buy contact lenses for presbyopia?

VisionPros.com offers a large selection of contacts lenses for presbyopia. Our selection of contact lenses for presbyopia include:

  • Air Optix Aqua Multifocal (For Presbyopia)
  • Bausch + Lomb ULTRA for Presbyopia 6 Pack
  • Biofinity Multifocal (For Presbyopia)
  • Biofinity XR
  • Biotrue ONEday for Presbyopia 30 Pack
  • Biotrue ONEday for Presbyopia 90 Pack
  • Dailies Aquacomfort Plus Multifocal 30 Pack (For Presbyopia)
  • Dailies Aquacomfort Plus Multifocal 90 Pack (For Presbyopia)
  • Proclear 1 Day Multifocal 30 Pack (For Presbyopia)
  • Proclear 1 Day Multifocal 90 Pack (For Presbyopia)
  • Proclear Multifocal Toric
  • Proclear Multifocal (For Presbyopia)
  • Proclear Multifocal XR (For Presbyopia)
  • PureVision 2 for Presbyopia
  • PureVision Multifocal (For Presbyoia)
  • Soflens Multi-Focal (For Presbyopia)

6.22 What are bifocal contact lenses?

Bifocal contact lenses contain two prescriptions in the same lens and are designed to fix the vision issues associated with presbyopia. Bifocal contact lenses utilize one prescription to correct reading distance vision, and the other prescription to correct distance vision. Bifocal contact lenses will be prescribed to you by your eye doctor, who will determine which bifocal contact lenses are the right fit for your eyes.

6.23 What is the difference between bifocal and multifocal contact lenses?

The difference between bifocal and multifocal contact lenses is that bifocal contacts contain two prescriptions in the same lens, whereas multifocal contact lenses contain a range of prescriptions in the same lens.

6.24 Where can I buy contact lenses for astigmatism?

VisionPros.com offers a large selection of contacts lenses for astigmatism. Our selection of contact lenses for astigmatism include:

  • 1 Day Acuvue Moist for Astigmatism 30 Pack
  • 1 Day Acuvue Moist for Astigmatism 90 Pack
  • Acuvue Oasys 1-Day for Astigmatism
  • Acuvue Oasys for Astigmatism
  • Acuvue Vita for Astigmatism
  • Air Optix for Astigmatism
  • Avaira Vitality Toric (Same as Sapphire Toric)
  • Biofinity Toric (For Astigmatism)
  • Biofinity XR Toric (For Astigmatism)
  • Biomedics 1 Day Toric 30 Pack (For Astigmatism)
  • Biomedics Toric (For Astigmatism)
  • Clearsight 1 Day Toric 30 Pack (For Astigmatism)
  • Dailies Aquacomfort Plus Toric 30 Pack (For Astigmatism)
  • Dailies Aquacomfort Plus Toric 90 Pack (For Astigmatism)
  • Encore Toric (For Astigmatism)
  • Frequency 55 Toric (For Astigmatism)
  • Frequency 55 Toric XR (For Astigmatism)
  • MyDay Toric 90 Pack (For Astigmatism)
  • Proclear Multifocal Toric
  • Proclear Toric (For Astigmatism)
  • Proclear Toric XR (For Astigmatism)
  • PureVision 2 for Astigmatism
  • PureVision Toric (For Astigmatism)
  • Sapphire Toric (Same as Avaira Vitality Toric)
  • Soflens Daily Disposable for Astigmatism 30 Pack
  • Soflens Daily Disposable for Astigmatism 90 Pack
  • Soflens Toric (For Astigmatism)
  • Vertex Toric (Same as Encore Toric) (For Astigmatism)