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Help

Find quick answers to your questions below...
  • Order Status
  • Pricing and Billing
  • My Account
  • Buyer's Guide
  • Order Status
    • An item is missing from my shipment. What now?

      Click the Account link at the top right hand side of our site to track the status of your order. If your order was split-shipped, you may have received two separate tracking numbers via email. 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 shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via Live Chat, email at info@pepoptical.com, or phone (888) 250-2204 for assistance.
    • Has my order shipped?

      Click the Account link at the top right of our site to review your order status.
    • How do I change quantities or cancel an item in my order?

      To change or cancel an order, please email our customer service at info@pepoptical.com or call us at (888) 250-2204 Monday thru Friday from 9 AM - 5 PM EST. Please note that once an order is 'Pending' or 'Shipped', the order is no longer able to 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 Account section using the Order Status link.
    • How long until I get my Made-to-Order contact lenses?

      Made-to-Order or custom-made contact lenses usually take 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 you via your preferred shipping method chosen 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 Terms & Conditions.
    • When will my backorder arrive?

      Click the Account link at the top right hand side of our site to track the status of your order. Be sure that all of the items in your order have shipped and that no items are currently on backorder. If your order displays your tracking number(s), check with the shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via email at info@pepoptical.com phone at (888) 250-2204, or Live Chat for assistance.
    • 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 Account link at the top right hand side of our site to track the status of your order. You should receive an email with your tracking information within 24 - 48 hours of when your order has shipped.

  • Pricing and Billing
    • 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.
    • How long does it take to process a refund?

      Refunds for credit cards normally take 1-3 business days.
    • 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 prescription contact lenses & glasses are approved medical devices, you will not be paying sales tax if your order only includes prescription items.
    • Do you take insurance?

      Yes, we accept PEP Vision insurance. For all other 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.
    • 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.
    • I have a question about my charges.

      Click the 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) 250-2204 Monday thru Friday from 9 AM - 5 PM EST for further assistance.
    • I need a copy of my receipt/invoice.

      Click the 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) 250-2204.
    • How much is shipping?

      We offer free 5 – 10 Business Day Ground shipping on all of our orders. Expedited shipping is available for an additional cost. We have 3-7 business day ground, as well as 2nd Business Day Air and Next Business Day Air for an additional cost.
  • My Account
    • 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, texted, or e-mailed to us.
    • How do I create an account?

      1) Click the Sign In/Sign Up link under the Account menu 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 Account link at the top right hand side of our site to edit your account information.
    • I forgot my password.

      Click the Sign In/Sign Up 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) 250-2204 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) 250-2204 within 72 hours of receiving the product.
  • Buyer's Guide
    • How long until I get my Made-to-Order contact lenses?

      Made-to-Order or custom-made contact 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.
    • Has my order shipped?

      Click the Account link at the top right of our site to review your recent orders.
    • 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 Account section using the Order Status link.
    • 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 Terms & Conditions page.
    • 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 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.
    • When will my backorder arrive?

      Click the Account link at the top right hand side of our site to track the status of your order. Be sure that all of the items in your order have shipped and that no items are currently on backorder. If your order displays your tracking number(s), check with the shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via email at info@pepoptical.com phone at (888) 250-2204, or Live Chat for assistance.
    • An item is missing from my shipment. What now?

      Click the Account link at the top right hand side of our site to track the status of your order. Be sure that all of the items in your order have shipped and that no items are currently on backorder or have shipped separately. If your order was split shipped, 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 shipper to confirm the status of your package(s). If your package(s) show a status of "delivered", please contact customer service via Live Chat, email at info@pepoptical.com, or phone (888) 250-2204 for assistance.