Frequently Asked Questions
Find answers to common questions about ordering contact lenses from Global Lens. Can't find what you're looking for? Contact us at support@globallens.com or call (978) 896-0335.
Prescription & Ordering
Do I need a prescription to order contact lenses?
Yes. Contact lenses are medical devices that require a valid prescription from a licensed eye care professional. We verify all prescriptions before fulfilling orders, as required by the FTC Contact Lens Rule.
How do I provide my prescription?
You can provide your prescription by:
- Uploading a photo or PDF during checkout
- Emailing it to support@globallens.com with your order number
- Having your eye care provider send it directly to us
- Providing your doctor's contact information so we can verify directly
How long does prescription verification take?
Most prescriptions are verified within 4-8 business hours. We contact your eye care provider via phone and email to confirm your prescription is current and accurate.
What if my prescription is expired?
We cannot fulfill orders for expired prescriptions. Contact your eye care provider for an updated prescription, then place your order. We'll be happy to help once you have a current prescription.
What if my doctor doesn't respond to your verification request?
If we cannot reach your provider within 8 business hours, federal law allows us to proceed with your order based on the prescription information you provided.
Can I order lenses without providing my prescription?
No. We are legally required to verify all prescriptions before shipping contact lenses.
How do I cancel my order?
If your order hasn't shipped yet, contact us immediately at support@globallens.com or call (978) 896-0335. See our Cancellation Policy for complete details.
Shipping & Delivery
How long does shipping take?
Shipping times begin after prescription verification (4-8 business hours):
- Standard shipping: 4-5 business days
- Expedited shipping: 2-3 business days
- 2-Day shipping: 2 business days
Next-day delivery: 1-2 business days
How can I track my order?
Once your order ships, you'll receive an email with your tracking number and a link to track your package. You can also track your order by logging into your account.
Do you ship internationally?
We currently ship to the United States and Canada. We do not ship to other international destinations at this time.
Can I change my shipping address after ordering?
If your order hasn't shipped yet, contact us immediately at support@globallens.com and we'll try to update the address. Once shipped, we cannot change the delivery address.
What if my package is lost or damaged?
Contact us immediately at support@globallens.com. We'll file a claim with the carrier and either reship your order or issue a full refund.
Returns & Refunds
Can I return contact lenses?
Yes. Unopened, sealed boxes can be returned within 30 days of delivery for a full refund or exchange. We cover return shipping costs.
Can I return opened boxes?
No. Contact lenses are medical devices that must remain sterile. Once opened, we cannot accept returns for safety reasons.
Exception: If you received damaged or defective lenses, contact us at support@globallens.com and we'll make it right.
How do I start a return?
Email support@globallens.com within 30 days of delivery with your order number and reason for return. We'll provide a prepaid return label and instructions.
How long do refunds take?
Refunds are processed within 1-2 business days after we receive your return. Funds return to your original payment method within 3-5 business days, depending on your bank.
What is your 100% Satisfaction Guarantee?
We stand behind every order. If you're not satisfied, we'll work with you to provide a replacement or full refund. See our Refund & Return Policy for details.
Account & Payment
Do I need to create an account to order?
No, you can checkout as a guest. However, creating an account allows you to save your prescription, track orders, and reorder quickly.
What payment methods do you accept?
We accept:
- Major credit cards (Visa, MasterCard, American Express, Discover)
- PayPal
- Apple Pay, Google Pay, Shop Pay
- Other payment methods displayed at checkout
Is my payment information secure?
Yes. All payments are processed through secure, PCI-compliant payment processors. We use SSL encryption to protect your information.
When will I be charged?
Your payment method is charged when you place your order, before prescription verification.
Do you charge sales tax?
Yes, we collect sales tax where required by law based on your shipping address.
Products
Are your contact lenses authentic?
Yes. All contact lenses are genuine products sourced directly from authorized US distributors. We only sell FDA-approved, brand-name contact lenses.
Why are your prices higher than some other sites?
Global Lens focuses on premium service including:
- Fast prescription verification (4-8 hours)
- Quick shipping (orders ship within 24 hours)
- Responsive customer support
- Hassle-free returns (we cover return shipping)
- 100% satisfaction guarantee
Do you sell expired lenses?
Never. All lenses are fresh stock with expiration dates at least 12 months out (in most cases, 18-24 months or more).
What if a product is out of stock?
We'll contact you with options:
- Wait for restock (we'll provide an estimated timeframe)
- Cancel and receive a full refund
- Choose a similar alternative product
Can I order different prescriptions for each eye?
Yes. During checkout, you can specify different prescriptions for your left and right eye.
Customer Support
How can I contact customer support?
Contact us at:
- Email: support@globallens.com (fastest, 24-hour response)
- Phone: (978) 896-0335 (Mon-Fri, 9am-6pm EST)
How quickly will I get a response?
We respond to all emails within 24 hours, typically within 4-6 hours during business hours. Phone support is available Monday-Friday, 9am-6pm EST.
Can I cancel my order?
If your order hasn't shipped yet, contact us immediately at support@globallens.com and we'll cancel it and issue a full refund. Once shipped, you'll need to refuse delivery or return the order per our return policy.
How do I change my order after placing it?
Contact us as soon as possible at support@globallens.com. If your order hasn't been processed yet, we may be able to make changes.
About Global Lens
Where are you located?
Our business is registered in Canada, but all operations, fulfillment, and shipping are managed from our US facilities. This allows us to provide fast, reliable service to US customers.
Are you a licensed contact lens seller?
Yes, we comply with all FTC and FDA requirements for selling contact lenses in the United States.
Do you have a physical store?
No, we're an online-only retailer. This allows us to offer competitive pricing and fast shipping directly to your door.
Still Have Questions?
We're here to help!
Contact Us
- Email: support@globallens.com
- Phone: (978) 896-0335
- Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
We typically respond within 4-6 hours during business hours, and always within 24 hours.
