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Frequently Asked Questions

Shipping Questions

  • What is the delivery time for EXPRESS orders?

    • If you place your order before noon EST, your order will ship that day and arrive two business days later. So - if you place your order at 9 a.m. EST on Monday, your order will arrive on Wednesday. If you order after noon EST, or on Saturday or Sunday, your order will ship the next business day.

  • Do you ship to PO Boxes?

    • If you select Standard shipping at checkout, we can ship via USPS to a PO Box. Unfortunately, if you select Express, we cannot ship to a PO Box.

  • Do you ship internationally?

    • No - we currently cannot ship internationally.

  • Do you ship to US protectorates?

    • No - we currently cannot ship to US protectorates.

  • Do you ship to military addresses?

    • Yes, we can ship to APO, FPO or DPO addresses.

Order Questions

  • How do I cancel my order?

    • You can only cancel an order if it is less than 60 minutes since you placed your order. Navigate to the Orders page after you have logged in (you can find this page in the menu). If there’s still time to cancel your order, you will see a CANCEL ORDER button next to the products you’ve purchased.

  • Can I edit my shipping address after I placed my order?

    • No. If you entered your shipping address incorrectly, please try to cancel the order following the instructions above. If it has been more than 60 minutes since your purchase, email us at [email protected] and we’ll try our best to contact the warehouse. Unfortunately, in most cases, the warehouse processes the order immediately and we won’t be able to make the change.

  • Is a prescription required to order contact lenses?

    • Yes, a valid prescription is required (by law) for all contact lens purchases. If you are a MyEyeDr. patient, you should be able to connect directly with your prescription via our Login system. If you’re unable to do this, or you’re not a MyEyeDr. patient, just enter the prescription from your contact lens box and our team will verify your prescription to make sure you ordered the correct items.

Return + Exchange Questions

  • What is your return policy?

    • You can return your items for a full refund within 30 days from the date of delivery. Any shipping costs incurred are not refundable. Items noted as "Final Sale" are not eligible to be returned or exchanged. Due to the nature of select products we cannot accept returns on Eye Health and Contact Lens products that have been opened or used.

  • How can I start a return?

    • If you would like to return items ordered online, you can start a return here here, or in a MyEyeDr. office near you. Items purchased in office can be returned at an office near you. Find your local office here.

  • Do you offer exchages?

    • Exchanges are welcome in office if your prescription changes within one year of your last exam. Learn More here.

Payment Questions

  • Can I use my vision insurance?

    • We do not currently accept vision insurance for online orders. If you have vision benefits that you’d like to use, please contact your local MyEyeDr. office to place your order.

  • Do you accept HSA and FSA cards?

    • Yes! You can enter the card information as you would any other credit card at checkout. We also allow payment to be split between two cards.

  • What payment providers do you accept?

    • We currently accept all major credit cards, PayPal, and Affirm.

Account Questions

  • How do I reset my password?

    • To reset your password, choose the “Forgot your password” link on the log in screen.

  • How do I change my email address?

    • Contact your local office to have your email address updated on your patient profile. Find your local office here or send an email to [email protected].

  • I’ve logged in, but my prescriptions are not appearing. I know I have a valid prescription.

    • It’s possible that your email address was never added to your patient profile at your office. Please reach out to [email protected] to verify the information that’s on your patient profile. Once it’s updated, your prescription should appear in your account.

  • I’m not able to verify my patient data when I click “Select Patient.”

    • The information you enter must EXACTLY match what was entered at your last appointment. Could you have used a nickname or shortened version of your name? Please reach out to our team at [email protected] so we can verify your information was entered into our system correctly.