FREQUENTLY ASKED QUESTIONS



Thank you for taking the time read our frequently asked questions. Please contact us via email if there are any questions which you can't find the answer to here.


WHAT IS THE COST OF DELIVERY?


Deliveries for orders under $100 cost $9. For all orders over the value of $100 delivery is free. All orders are sent using Australia Post eParcel. Every individual item is trackable. We also ship internationally, for international delivery please email us to find out costs.


HOW LONG BEFORE I RECEIVE MY ORDER?


For a majority of orders you will receive within a few days provided the order is being sent to a major metropolitan area of Australia. However, we advise customers to order their lenses 1 - 2 weeks prior to running out. If you opt into your reminder service upong checking out, our reminder service will automatically send you an email 2 weeks prior to you running of out lenses. If your lenses are not in stock, we will notify you via email. In this case delivery can take about 2 weeks. Some toric lenses are custom made (Proclear Toric XR, Frequency Xcel Toric XR). The delivery times for these lenses are 2 weeks.


CAN I SAVE ON SHIPPING COSTS AND PURCHASE LENSES FOR FAMILY & FRIENDS AND HAVE THEM DELIVERED TO ONE LOCATION?


Yes! We believe in making things easy for you so for each contact lens order made you will be asked to enter the PATIENT'S NAME. A receipt with each patient and their order will be generated. This is particularly useful if you would like to save on shipping costs and have the contact lenses delivered to one location! Also you may use the receipt to claim a rebate back for each individual who purchased contact lenses.


CAN I CLAIM A REBATE WITH MY PRIVATE HEALTH FUND


Yes. Health fund members who have cover for optical products will be able to claim back a rebate. We will issue a receipt with a provider number and the appropriate item numbers which you can claim from your health fund. We are recognised providers for ALL Australian health funds. There should not be any health fund from Australia that you cannot claim a rebate back for your contact lenses.

For Medibank Private customers: Due to changes in Medibank Private policies in 2013, you will have to email us a copy of your prescription to be able to claim your rebate. You can send this to support@contacts2u.com.au.


IS MY CONTACT LENS PRESCRIPTION THE SAME AS MY GLASSES PRESCRIPTION?


No. Your contact lens prescription contains details about the base curve, brand and diameter of the lens. You should always be fitted for contact lenses by a qualified optometrist and never order contact lenses based on your spectacle prescription.


CAN I RETURN OR EXCHANGE MY LENSES?


Yes. You may return any unopened boxes of contact lenses for an exchange, credit or full refund. We pride ourselves on 100% customer satisfaction and want you to be confident shopping with us and will accept any returns in their original condition without any questions. We usually refund via direct debit so we may ask you for your bank account details. For any returns please notify our staff via email.

Please post your returns to:

Contacts2U
PO BOX 1781
NORTH SYDNEY, NSW, 2060



HOW OFTEN SHOULD I HAVE MY EYES TESTED?


We recommend having your eyes tested every 12 months if your are wearing contact lenses. If you suffer from any ocular health problems you should have them tested earlier. Contact lenses can induce changes in your eyes so regular eye tests are important for maintaining health eyes and vision.


WHERE DO I GET A PRESCRIPTION FOR MY CONTACT LENSES?


If you've had a contact lens examination with your optometrist then you can request for a copy of your contact lens prescription. Please note that this is different from your spectacle prescription. If you do not have a prescrpition we recommend seeing your optometrist to have a pair of contact lenses fitted before ordering. The fitting process is crucial for a safe fitting contact lens. Charges may apply for a contact lens consultation.


IS MY TRANSACTION SECURE?


Yes. We are serious about your security and privacy and are dedicated to creating a safe ecommerce environment when your order is being processed. We use 128 bit Secure Sockets Layer (SSL) technology to encrypt all sensitive information during the ordering process. This is the industry standard for encrypting sensitive data online and is also the same technology NASA and the CIA use to protect their data. SSL technology makes it extremeley difficult for a 3rd party to intercept or listen to your data. In addition to your security, no credit card numbers are ever permanently stored on our system.