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Help

  • Buyer's Guide
  • My Account
  • Order Status
  • Pricing and Billing
  • Buyer's Guide
    • 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.
    • 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.
    • 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.
    • Does FSA Store Optical offer coupons for contact lenses?

      Short answer – YES! FSA Store Optical 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.
    • Does FSA Store Optical provide free shipping for contact lenses in the USA?

      Yes. FSA Store Optical offers free 5 – 10 business day ground shipping on all orders. All orders are shipped via UPS Mail Innovations. UPS delivers the package to your local post office who then completes delivery to you. We do offer expedited shipping services for an additional cost.
    • 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.
    • 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)859-9433 for assistance.
    • How do I navigate the site?

      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)859-9433 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.
    • 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. FSA Store Optical 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 long is the prescription good for?

      Per Federal Law, contact lens prescriptions are valid for 1 year from the exam date unless otherwise stated by the doctor’s office or on the prescription.
    • 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
    • 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.
    • What if I accidentally entered the wrong information?

      If the incorrect information was submitted during the pre-exam screening, please let one of our customer service representatives know so a new link can be obtained from our eye team and sent to you.
    • 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.
    • 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 Glasses FAQ page.
    • 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 FSA Store Optical 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.
    • 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.
    • Why does FSA Store Optical promote cheap contact lenses?

      We at FSA Store Optical 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.
    • Will I be notified before my subscription order is processed?

      Yes, we will send you an email reminder one week prior to your scheduled order being processed.
  • My Account
    • How do I create an account?

      1) Click the Sign In link at the top right side of our site. 2) Enter your email 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 my account information?

      Click the My 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 email to you with a link to reset your password. If the reset email isn’t working, please call our customer service at (888)859-9433 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)859-9433 within 72 hours of receiving the product.
    • 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.
  • Order Status
    • An item is missing from my shipment. What now?

      Click on My Account at the top right hand side of our site to track the status of your order. Be sure all the items in your order have shipped and that nothing’s currently on backorder or have shipped separately. If your items were shipped separately, you may have received two separate tracking numbers. Please check your email 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 carrier to confirm the status of your package(s). If your package(s) shows a status of "delivered," please contact customer service via Live Chat, email us at contacts@fsastore.com, or call us for assistance:(888)859-9433.
    • Has my order shipped?

      Click the My Account link at the top right of our site to review your recent orders.
    • How can I cancel my order?

      To cancel an order, please send an e-mail request for cancellation or call us to have the order cancelled.
    • How do I change quantities or cancel an item in my order?

      To change or cancel an order, email us at contacts@fsastore.com or call at (888)859-9433 Monday thru Friday from 9AM - 5PM EST. Please note that once an order is "Pending" or "Shipped", your order can’t be changed or cancelled. For information on our return process, click here.
    • How do I track my order?

      You can track your order using the tracking number emailed to you once your order has been shipped. Tracking numbers can be used on either www.UPS.com or www.USPS.com depending on your preferred shipping method. You can also get your tracking number from your My Account section using the Review Orders/Track Packages link.
    • How long until I get my Made-to-Order lenses?

      Made-to-Order or custom-made lenses usually takes the manufacturer 2–4 weeks to make based on your prescription, though, we can’t control stock-related delays. Once the lenses are made, they’ll ship to your preferred shipping method at the time of checkout.
    • 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 email. For more information on glasses, you can go to our Glasses FAQ page.
    • When will my backorder arrive?

      Click the My Account link at the top right hand side of our site to track the status of your order. Be sure all of the items in your order have shipped and that no items are currently on backorder. If your order shows your tracking number(s), check with the carrier to confirm the status of your package(s). If your package(s) shows a status of "delivered," contact customer service via email at contacts@fsastore.com, phone at (888)859-9433, or Live Chat us for support.
    • 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 My Account link at the top right hand side of our site to track the status of your order. You will receive an email with your tracking information within 24 - 48 hours of when your order has shipped.
  • Pricing and Billing
    • 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.
    • 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 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
    • How much is shipping?

      We offer free 5 – 10 Business Day Ground shipping on all orders over $50. Expedited shipping is available for an additional cost. We have 3-7 business day ground for $5.99, as well as 2nd Business Day Air and Next Business Day Air.
    • I have a question about my charges.

      Click the My 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)859-9433 Monday thru Friday from 9 AM - 5 PM EST for further assistance.
    • I need a copy of my receipt/invoice.

      Click the My 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)859-9433.
    • 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.
    • When will my credit appear on my 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.