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How long will my order take to process?
We process orders multiple times a day during business hours. If you order outside of business hours, your order will be processed first thing the next business day. If there is a delay or backorder of your order, we will stay in contact and make sure that you are not left without lenses.
How do I know if I've ordered the right product?
We will not send an incorrect product out to you. Every order that comes through is checked against your patient records to ensure that your prescription is in date, you are not due for a check-up, and that the correct product has been selected. If the wrong product has been selected we will contact you and either refund or invoice you the difference (if there is any).
Do I need to know my prescription?
As long as you are a current patient with us, you will not need to know what your prescription is. We keep those records on file so you don't have to know all the details. If you are a new customer, we will need an official copy of your prescription from the person who prescribed the lenses.
How do you send out my order?
Every contact lens order is sent via registered post, so it can be tracked and so no one else can pick up your lenses. If there is no one present at your delivery address to sign for the package, you will be left a delivery slip and you can collect your package from your local post office. We can send the lenses anywhere Australia-wide, so if sending your order to a work address is more convenient, leave that as your postal address.
When will my order arrive?
Australia Post advises that parcels take approximately 2 business days to arrive. You should also allow 1-2 business days (depending on the time of day you place your order) for us to receive your lenses from our supplier (if we don't have them in stock). If you have any concerns with the length of time your order is taking, please contact us and we will track your item for you.
What if my order doesn't arrive?
In the extremely rare event that you parcel has gone missing in the Australia Post system we will arrange for a replacement for you.
What if I change my mind and don't want my lenses anymore or my eyes change?
You can return your lenses for credit or full refund provided that the boxes are unopened and have 13 months of longer until they expire.
Can I claim with my private health insurance?
Yes you can. We will send a receipt with your order that has all the details and item numbers necessary for you to claim your health insurance benefits.
T&C for ordering
- Full payment by PayPal or credit card is required at the time of ordering.
- Any parcel proven to be lost by Australia Post will be replaced at no cost to the customer.
- We will accept returns and provide a credit or full refund provided the product is not opened or damaged, and there are 13 months or more left till the product expires. Product will be returned at purchasers cost.
