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Find quick answers to your questions below...
  • Order Status
    • How long will it be until I receive my Made-to-Order lenses?

      Made-to-Order, or custom made, lenses can take 2 – 4 weeks for the manufacturer to make in your prescription. Since stock of these lenses is not kept, we cannot control the time frame. Once the lenses are made, they will ship to you per your chosen shipping method selected at the time of checkout.
    • Has my order shipped?

      Click the Account link at the top right hand side of our site to review your recent order's status.
    • How do I track my order?

      You can track your order using the tracking number e-mailed to you once your order has been shipped. Tracking numbers can be used on either www.UPS.com or www.USPS.comdepending on the shipping method chosen at checkout. Your tracking number can also be obtained from the Account section using the Review Orders/Track Packages link.
    • When will my backorder arrive?

      Click the Account link at the top right hand side of our site to track the status of your order. Be sure that all of the items in your order have shipped and that no items are currently on backorder. If your order displays your tracking number(s), check with the shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via e-mail at info@webeyecare.com phone at (888) 536-7480, or Live Chat for assistance.
    • How do I change quantities or cancel an item in my order?

      To change or cancel an order, please e-mail our customer service at info@webeyecare.com or call us at (888) 536-7480 Monday thru Friday from 9 AM - 8 PM EST. Please note that once an order is 'Pending' or 'Shipped', the order is no longer able to be changed or cancelled. For information on our return process, click here.
    • An item is missing from my shipment.

      Click the Account link at the top right hand side of our site to track the status of your order. Be sure that all of the items in your order have shipped and that no items are currently on backorder or have shipped separately. If your order was split shipped, you may have received two separate tracking numbers. Please check your e-mail to see if you received two shipment notifications from us as the other part of your order could be on its way. If your order displays your tracking number(s), check with the shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via Live Chat, e-mail at info@webeyecare.com, or phone (888) 536-7480 for assistance.
    • How long will it take for my prescription glasses to arrive?

      Once your complete glasses prescription is received & processed, it will take about 7-10 business days to make your lenses. Once shipped, the tracking information will be sent to you via e-mail.

      For more information on glasses, you can go to our Terms page.
    • When will my order ship?

      Existing Customers If we have a valid prescription on file for the lenses being ordered, your order will ship within 24 business hours of being placed, subject to product availability. If the prescription on file has expired, and no new prescription has been sent in, the order will be subject to verification per our Terms & Conditions

      New Customers If a copy of the prescription has not been sent to us for verification when the order was placed, we will contact the doctor's office, whose information you provided at checkout, to verify your order.

      Prescription verification can take 1 - 2 business days. Once verified, the order will be processed and shipped per your chosen shipping method (subject to product availability). After placing your order, you may click the Account link at the top right hand side of our site to track the status of your order. You will receive an e-mail with your tracking information within 24 - 48 hours of when your order has shipped.
    • When will my credit appear on Account?

      Please allow 2-3 weeks for your store credit, refund, or exchange to be processed. Once processed refunds can take to 1-3 business days to reflect in your account as a credit depending on your card company or bank's policies.
    • How long does it take to process a refund?

      Refunds for credit cards normally take 1-3 business days. PayPal & Amazon Pay refunds normally occur within the same day but may still take the 1-3 business days to process
    • I have a question about my charges.

      Click the Account link at the top right-hand side of our site to review your order(s). You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service at (888) 536-7480 Monday thru Friday from 9 AM - 5 PM EST for further assistance.
    • Do I have to pay sales tax?

      You only have to pay sales tax if you are located in the same state as our warehouse. However, since contact lenses are approved medical devices, you will not be paying sales tax if your order only includes contacts.
    • I need a copy of my receipt/invoice.

      Click the Account link at the top right-hand side of our site to print invoices. If you need a copy of your receipt with the patient information detailed for insurance purposes, please contact our customer service department from Monday thru Friday from 9 AM to 5 PM EST at (888) 536-7480.
    • Do you take insurance?

      We are considered an out of network provider, what you would do is place your order on our site and then submit your invoice to your insurance company for reimbursement based on their policies.
    • How much is shipping?

      We offer free 5 – 10 Business Day Ground shipping on all of our orders. Expedited shipping is available for an additional cost. We have 3-7 business day ground for $7.95, as well as 2nd Business Day Air and Next Business Day Air.
    • When is payment taken for the order?

      Payment is obtained at the time of checkout. We are unable to process any order without obtaining payment first.
    • What do I need to submit an order?

      We require either the prescribing doctor’s information or a copy of the valid prescription to be, uploaded, faxed or e-mailed to us.
    • How do I create an account?

      1) Click the Sign In link at the top right side of our site.
      2) Enter your e-mail address and create a password for your account.

      From here, you can simply proceed to shop for your lenses or glasses. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy to view how your information is used.
    • How do I edit Account information?

      Click the Account link at the top right hand side of our site to edit your account information.
    • I forgot my password.

      Click the Sign In link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password?". Clicking that will send an e-mail to you with a link to reset your password.

      If the reset e-mail isn’t working, please call our customer service at (888) 536-7480 Monday thru Friday between 9 AM and 5 PM EST.
    • I received the wrong product.

      If you feel that you have received the wrong product, do NOT open the lens boxes received. Please contact customer service at (888) 536-7480 within 72 hours of receiving the product.
    • How do I provide multiple patient's information?

      You can provide each patient's information with the product being ordered.
    • How was my order shipped?

      We use UPS Mail Innovations. UPS delivers the order to the local post office who then delivers to the provided shipping address. Orders with expedited shipping (2nd & Next Business Day Air) are delivered direct UPS. Packages can be tracked at both www.UPS.com and www.USPS.com
    • Why is the price of my reorder higher than my original purchase?

      The original order may have been placed at an ‘Online Only’ or promotional price that is no longer being offered. Unfortunately, we are unable to honor or price match a previous promotional price.
    • Why do I need to purchase the same lenses written on the prescription?

      Contact lens prescriptions are brand-specific when prescribed as that is the lens your eye care practitioner fit you in. If you wish to order a different brand, you may contact your doctor’s office to see if they will add on to the existing prescriptions allowed brands.
    • What if my order is damaged upon receipt?

      If the boxes of lenses are damaged, contact us immediately. If necessary, return instructions along with a pre-paid shipping label will be sent. Once the damaged order is received by our returns department, a new order can be sent to you.
    • Do you ship to APO/FPO or International addresses?

      We do ship to APO addresses however we can only guarantee tracking information until it arrives at the general delivery location. We do not ship internationally at this time. Any APO addresses located internationally will have the order transferred to a private, internal mail service within the US.
    • How long is the prescription good for?

      Per Federal Law, contact lens prescriptions are valid for 1 year from the vision test date unless otherwise stated by the doctor’s office or on the prescription.
    • Can I use my glasses prescription to order contact lenses?

      No. Glasses prescriptions cannot be used for verification of a contact lens order as they lack the necessary information and vice versa.
    • How is the prescription verified?

      We verify orders by either obtaining a copy of the prescription from you via upload, fax, or e-mail or by contacting your doctor’s office directly. WebEyeCare follows the Fairness to Contact Lens Consumers Act (FCLA) when verifying prescriptions. The FCLA states that doctors have eight business hours to respond to our verification request. If we do not hear back from the doctor within the eight business-hour timeframe, FCLA states that this is to be treated as a passive verification. The order will be deemed as verified correct by the doctor and we will proceed to process and ship the order as it was placed.
    • How can I change the prescribing doctor’s information for a reorder?

      You can update the eye care practitioner’s information when proceeding through checkout, submitting an updated copy of your prescription, or by calling a representative to update the information for you.
    • Do I need to purchase the same lenses written on the prescription?

      Yes. Contact lens prescriptions are brand specific when prescribed as that is the lens the eye care practitioner fit you in. If you wish to order a different brand, you may contact your doctor’s office and see if they will add on to the existing prescription’s allowed brand.
    • How do I find my product?

      To find the product(s) you're looking for, you may

      (1) use the navigation menus on the top, left, & bottom of our website.
      (2) type a keyword into the SEARCH box.

      If you have any trouble locating a product, feel free to contact customer service at (888) 536-7480 for assistance.
    • How do I navigate the site?

      To navigate this website, simply click on a category you might be interested in. Categories are located on the top & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand" whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product.

      If you have any trouble locating a product, feel free to contact customer service at (888) 536-7480 for assistance.
    • How do I use a coupon?

      After adding items to your Cart, click the Have a Coupon Code? button at the top right of the screen. Enter your coupon code in the pop-up box shown here.
    • What is your return policy?

      Within 30 days of delivery of a shipment, you may return any unopened, undamaged and unwritten on boxes or vials that are in original condition purchased from WebEyeCare for a store credit or refund. Items returned after 30 days from purchase are only eligible for a store credit.

      Please see our Terms & Conditions for complete details regarding our return policy.
    • What is a PD measurement?

      The PD, or Pupillary Distance, is the measurement between your pupils measured in millimeters. Having this measurement will ensure that the optical center, or focal point, of your lens is made correctly for you.

      For more information on glasses, you can go to our Terms page.
    • Will I be notified before my subscription order is processed?

      Yes, we will send you an e-mail reminder one week prior to your scheduled order being processed.
    • Can I change the frequency in which I receive my subscription order?

      Yes, simply go to www.WebEyeCare.com and log into your account. Click the “Account” button at the upper right-hand corner of the page and you can pause the time frame on your upcoming subscription order.
    • Can I cancel my subscription with WebEyeCare?

      You can always cancel your subscription at any time. Just send an e- mail to info@webeyecare.com, text us at 215-273-9455 or call us at 888-536-7480 and we will cancel your subscription immediately for you.
    • Do I need a prescription to sign up for the subscription service?

      Subscription orders need to be verified with a valid prescription. If we have a valid prescription for you on file your subscription order will ship out right away for you. If we do not have a valid prescription on file we will contact your doctor’s office for verification of your prescription. Should your prescription expire and you wish to send us a copy of your new prescription, please send it to us to expedite the processing of your order. Take a picture of your new prescription and text it to 215-273-9455, e-mail it to info@webeyecare.com or go to www.WebEyeCare.com, log in to your account and upload your prescription to “My Account”.
    • What if I don’t like my new prescribed brand?

      If you’ve taken the Digital Vision Test and do not like the brand prescribed, please contact our vision test support staff at (866) 314-6941.
    • How do I start my vision test?

      You can begin your vision test from the order checkout screen or from the Account > My Vision Tests screen. A confirmation e-mail with a link will also be sent to you that can be used within 1 hour of receipt. Missed the e-mail? No worries. Contact one of our customer service representatives via phone or Live Chat for a new one.
    • What can I do with my new prescription from the Digital Vision Test?

      You can do anything you would normally with a prescription obtained from an in person eye care provider. Now that you have your new prescription, you can purchase your lenses online with WebEyeCare.
    • What if I don’t like my new prescription?

      If you’ve taken the Digital Vision Test and are not happy with the brand or powers prescribed, please contact our vision test support staff at (866) 314-6941.
    • What if my vision test has been Referred?

      When your vision test is Referred, it means that for one reason or another, the online results were inconclusive and a new prescription was unable to be provided. A refund will be issued for Referred vision tests.
    • Should I buy contact lenses online?

      The real question is, why wouldn’t you? Nowadays, you can purchase just about everything online – from TV’s to clothes to prescription medications. Online purchasing takes the hassle out shopping and it’s usually cheaper! The same goes for contact lenses, why run to your doctor’s office for the same lenses you can get online at a fraction of the cost? Buying online means buying smarter.
    • Does WebEyeCare offer coupons for contact lenses?

      Short answer – YES! WebEyeCare is all about helping you save. To find out about our current coupon offers, simply contact one of our customer service representatives prior to ordering. You can also obtain exclusive coupon offers regularly by signing up to our newsletters. In addition to great savings, we provide you with important and fun information about your eyes & eye health.
    • Why does WebEyeCare promote cheap contact lenses?

      We at WebEyeCare believe you should be able to see without paying a fortune. We offer the same, brand name contact lenses you would obtain from your doctor’s office for a fraction of the cost. It’s not that we promote cheap lenses, we promote affordable ones. You shouldn’t have to choose between seeing and paying your bills.