Frequently Asked Questions
How do I log in?
It's simple. Go to the login page and then key in your user name (e-mail) and password.
I forgot my password. How do I change it?
Please visit the Forgot Password page, enter your user name (your e-mail address), and select the Next button. Once you answer a Challenge Question and select the Next button again, we'll e-mail you a link to the Reset Password page where you can create a new password.
When placing an order for a dependent, or someone other than myself, whose information should be entered in the Profile, mine or the patient's?
The patient's information should be entered in the General Information section when creating a new account, including their e-mail address. This information is used to verify the prescription with the patient's selected Eye Care Provider, so it's critical that it's correct. If you aren't the patient, but are paying for eyewear, your information is captured in the Payment Methods section when setting up the account.
Can I place an order over the phone?
Not at this time. Right now, we only take orders placed on the site. If you need assistance placing your order online, please reach out to our Customer Service team at 1.855.EYECONIC (1-855-393-2664). We're happy to help!
Can I access the website and shop from my phone?
You sure can! eyeconic.com is mobile friendly.
How do I upload my picture for Virtual Try-On?
Choose your favorite head and shoulder shot and the Virtual Try-On feature will lead you through the details. If you don’t have easy access to your favorite shot, you can always use one of our model shots or you can use your webcam to take a new photo for Virtual Try-On.
How can I physically try on a frame I've viewed on the site?
We don't offer at home try-on at this time, but we encourage you to use the Find an Eye Doctor tool to search for a VSP provider in your area that carries a frame or brand you like. Reach out to that provider to see if they have the frame in-stock or if they can order it.
Can I use my eyeglass prescription to order my contacts?
No. You need a separate contact lens prescription.
Can I get colored, non-prescription contacts?
Yes--assuming we can verify with your Eye Care Provider that you’ve had a contact lens exam. We need the results of your exam to ensure the contact lenses fit your eyes correctly.
Do you offer trial lenses?
Not at this time.
Do you provide any rebates?
No, but we do offer a variety of promotions for instant savings! Please reach out to our Customer Service team at firstname.lastname@example.org to see if there are any promotions that can be applied to your order.
Can you recommend a doctor if I don’t have a current prescription?
Yes. To find a doctor convenient to you, use the Find an Eye Doctor tool.
How do I know if I have a current prescription?
We recommend checking with your eye doctor's office before placing your order. As an additional check, we'll contact your doctor to validate your prescription before we fill the order.
How do I know if contacts are on back order?
We have a 98% in-stock guarantee on our contacts. We'll contact you if they're not available.
How do I track my order?
You can view your order in My Account.
What should I do if I made a mistake when I placed my order?
Call our Customer Service team right away at 1-855-EYECONIC (1-855-393-2664) or email Customer Service team at email@example.com.
What forms of payment are accepted?
Visa®, MasterCard®, American Express®, and Discover®. Health Savings Accounts and Flexible Spending Accounts can’t currently be used for purchases on Eyeconic.
When is my credit card charged?
When you place your order, we ask your credit card for an authorization hold to cover the balance. We bill your credit card as each item ships.
Is it safe to use my credit card on the site?
Why is the sales tax shown during checkout only estimated?
The tax for an order depends on the delivery address and the location from which the order is shipped. If an order is made up of items shipped from multiple warehouses to a single delivery address, the tax rate applied to the order may vary based on the warehouse locations.
Once your order has shipped, we’ll be able to provide actual taxes, which is the amount that will be charged to your credit card. You’ll be able to see this charge in your account (under View Orders) after your order has shipped.
What is your tax policy?
The taxes we charge on merchandise are based on state and local tax laws and tax rates. Where required, tax is also applied to the shipping and handling charges. If you return an item for a refund, the refund includes the taxes you paid for that item. There is no refund for taxes paid on shipping and handling; shipping and handling charges are nonrefundable as soon as an item has shipped.
If you have any questions, please contact Eyeconic Customer Service at 1-855-EYECONIC (1-855-393-2664).
VSP® Vision Care Benefits
Do I have to be a VSP member to order on Eyeconic?
Anyone can place an order for contact lenses on Eyeconic. However, you must be a VSP member to purchase glasses or sunglasses.
Can I use my VSP Vision Care benefit to make a purchase on Eyeconic?If your employer doesn’t participate in Eyeconic or you’ve used up your benefit, you still enjoy a 20% discount on glasses and sunglasses. Also, if you’re eligible and have out-of-network benefits, you can submit to VSP for out-of-network reimbursement for contact lenses, prescription glasses or prescription sunglasses.
What is your typical turnaround time for products to be shipped?
Contact lenses and frames are shipped separately from different distribution centers.
Do you offer international shipping?
Not at this time. We ship anywhere within the 50 United States, and are exploring international shipping for the near future.
How can I track my glasses or sunglasses order?
Our Customer Service team will be happy to assist with that. Shoot us an e-mail at firstname.lastname@example.org or give us a ring at 1.855.EYECONIC (1-855-393-2664) for an update on your order.
How can I track my contact lens order?
We don’t currently have real-time tracking capability on contact lens orders. If you don’t receive your contacts within 10 days, please contact our Customer Service team at email@example.com or 1.855.EYECONIC (1-855-393-2664).
Return & Exchange Policy
What is the Return & Exchange policy?
Return & Exchange policy details.
What should I do if I received damaged or incorrect product?
Call our Customer Service team right away at 1-855-EYECONIC (1-855-393-2664).
Is there any warranty for products ordered on eyeconic.com?
Yes. All products purchased on eyeconic.com have a warranty except for standard plastic lenses. For more product details, please contact the Eyeconic Customer Service team at 1-855-EYECONIC (1-855-393-2664) or firstname.lastname@example.org.
Who owns eyeconic.com?
Give us a ring at 1-855-EYECONIC (1-855-393-2664) or e-mail us at email@example.com.
You deserve both superior eyecare and convenience. That's why Eyeconic has teamed up with the VSP doctor network. VSP doctors provide patients with the personalized care they deserve, and with thousands of locations–you're sure to find a great doctor near you.
© 2013 Eyeconic, Inc. All rights reserved. VSP and eyeconic.com are registered trademarks, and Eyeconic is a trademark, of Vision Service Plan.