We are committed to protecting your privacy. We have developed our site so that you can visit it without identifying yourself or revealing any personal information. Our distributor may use "cookies" on their secure website to facilitate your data entry. Our ISP may log browser types for website display and development purposes, but we do not log IP addresses.
We collect personally identifying data about you, such as your name, address and e-mail address, only when you provide it to us voluntarily when you request additional information or publications. We use your personal data only to respond to such requests. We do not share your personal data with any third parties other than service providers who use the information only to help us respond to your requests. We never rent or sell your personal data. For one time requests for information, we do not store your personal data after we fulfill your request
For one-time requests for information, we do not store your personal data after we fulfill your request. For requests to be placed on our mailing list, we store your data in a secure manner and safeguard it from unauthorized access in a secure, restricted-access database. However, no data transmitted over the Internet can be guaranteed to be 100% secure. Therefore, you provide us with this data at your own risk. Our databases are located in the United States. If you are located outside of the United States, by sending us your data you consent to its transfer to and storage within the United States. The portions of our site that may collect data from you provide you with alternative means of obtaining the information you are seeking (such as downloads, telephone numbers and addresses). If you have concerns about submitting your data through our site for any reason, you may always choose to use these alternative methods for obtaining information from us.
Our site may contain links to other web sites. These web sites are governed by their own privacy policies, which you should read.
We maintain policies that are HIPPA compliant.
Online and In-Office Contact Lens Policy
Our online services are for replacement lenses for a prescription which has already been proven to provide satisfactory vision and comfort. Please do not order lenses from a prescription for which you have not tried and been convinced that you like the brand, comfort, and power, and with which you are totally satisfied.
Benefits of Ordering Contact Lenses from us Online
Shipping charges are actual shipping charge, we do not charge a handling fee.
We do not charge any additional processing fees. Many online retailers charge processing fees which are not fully disclosed until checkout.
We absorb the credit card processing fee.
Better and easier return policies since we are located in Austin.
Knowledgeable customer service assistance from our staff and Doctors' when you need it.
|Shipper || Cost|
|UPS Express Service|
|UPS Next Day Service|
|UPS 2nd Day Service|
|UPS Ground Service|
|UPS Saturday Delivery|
|USPS First Class Mail |
|USPS Priority Mail|
We recommend UPS Ground Service because of the low cost and verifiable tracking.
Customer assumes all responsibility for lost or damaged items shipped via USPS First Class mail. Orders shipping to APO or PO Boxes must be shipped via Priority or First Class mail.
Orders may require an internal processing time of up to 2 days, however the more common brands will be shipped within 24 hours after placing your online order. Verification of your prescription if you are not our patient will take approximately 8-24 hours excluding weekends. Orders placed after 3:00 PM CST on Friday and on weekends will begin processing or verification on Monday 9:00 AM CST.
Contact Lens Order Shipping Restrictions
We do not currently ship contact lenses or Store items to Alaska, Hawaii or Puerto Rico.
Contact Lens Return Policy
Return unopened boxes within 30 days. Opened boxes are not returnable. Return product with original packaging and original invoice that accompanied your order. Circle the items being returned. Contact our office for a Return Authorization Form. All returns must be accompanied with a Return Authorization Form. We cannot accept any boxes for return if the boxes have been written on, defaced, or damaged in any way. Unopened and returned boxes will incur a 20% restocking fee.
The customer is responsible for shipping charges. If you need to return unopened boxes of lenses, package them in a box, and not an envelope. We recommend using UPS or Fed Ex with verifiable tracking and insurance. If you use USPS regular mail or a shipper with verifiable tracking and do not insure the products returned, a credit cannot be issued if we do not receive the lenses.
Custom products are non-returnable. These products include:
All Hard and Rigid Gas Permeable contact lenses
Tinted or colored contacts.
Any toric lenses for astigmatism.
Any traditional soft lenses suppied in vials.
Return lenses to our local office address in Austin in original packaging.
Do not return lenses to our fulfillment center, Primayecp.com.
Return lenses to:
James Dugas, OD
Eyecare Vision Center
Attn: Online Contact Lens Returns
1000 W. 39th St.
Austin, Tx 78756
If you have any questions call 512-458-5400.
If you live in the Austin area, you may return lenses by bringing them to the office to avoid shipping charges.
Contact Lens Customer Service FAQ
Why can't I return lenses if they are open?
We are not able to accept open boxes or vials for a refund or exchange. Contact lenses are medical devices and FDA regulated products. Federal law prohibits us from reselling opened products that are returned to us. Due to these restrictions, we are unable to accept returns on opened boxes or vials of contact lenses.
I opened the boxes, but not the lenses, can I return them?
Once the seal or tab on the box has been broken, even if the individual blister containers have not been opened, it is no longer considered sterile or untampered. Unfortunately, we are unable to accept a return on a product once the box has been opened.
I had to open the boxes to see if I like them and work for me. Can I return them?
Once a box has been opened, we are unable to accept it for a refund or exchange. Replacement lens services, can only sell you contacts that you have successfully worn in the past. Consequently, you are not permitted to purchase contact lenses from us, open them to try them, and then return the opened product for a refund or exchange.
What can I return?
If a product is found unsatisfactory within 30 days of receipt, unopened boxes of lenses can be returned for a full refund, excluding shipping and handling charges. Please note, to receive a full credit on returned product, the boxes/vials must be unopened, undamaged, and not defaced in any way.
Returns for opened products will only be considered if you have a valid prescription for the lenses, have been previously wearing the lenses without problems, and believe that the lenses are defective in some way. If you believe that a lens or lenses are defective, please do not dispose of them; they may have to be returned to the manufacturer for analysis. We are unable to give refunds for defective lenses in opened boxes, however, we will replace any boxes or vials that are deemed defective by the manufacturer upon return.
I sent my contacts back to you. Why haven't you received them?
Returns to us can take approximately 30 days to process from the time we receive the product you returned to us to the time we issue the refund, exchange, or in-store credit. When returning lenses to us, please use a shipper with verifiable tracking so you can track the shipment and be sure it is returned to us safely. As soon as your return is processed you will receive a credit on your credit card and a confirmation email alerting you that it is complete.
Will I receive a refund on my credit card?
You may return unopened boxes or vials to us for a refund to your credit card. Please note that all shipping and handling fees are non-refundable.
I threw away my contacts because they were defective. Can I have them replaced?
We ask you to keep all of your contacts that you believe are defective so that, if we need to replace the entire box, you will have all the defective lenses to send back. If you have already thrown away the contacts we will not be able to replace them.
If you believe you have received defective contact lenses please contact us at 512-458-5400. Our customer service department and attending doctor's can offer advice in helping you diagnose if you have a defective lens. If you need to return a defective lens, request a Product Return Form, and include your name and invoice number on the Product Return Form.
If I return an order that was sent to me in error, will I be reimbursed for the return shipping?
If you have received something in error, or if we have mistakenly shipped you the wrong contact lenses, you will not be expected to pay the cost of the return shipping. We will reimburse the cost of the return shipping fee up to $3.50.
I returned the box unopened. How did it get damaged?
We recommend that you return your contact lenses to us in a well packaged box with sufficient padding inside to ensure that the boxes are not damaged in transit. Envelopes and padded envelopes are not a secure way for returning lenses as the boxes or vials can be crushed during transportation and handling. If you buy insurance on the return packages it can help assure that the shipper is held responsible for any damages to your returned product.
Why do you have to verify my prescription?
In 2003, the Federal Trade Commission issued a ruling called the "Fairness to Contact Lens Consumers Act". That act states that we cannot sell you contact lenses until we verify that your prescription is valid and unexpired. When you order from us we will verify with your doctor that your prescription is current. If you're a patient of our practice no verification is necessary.
Why was my order canceled due to an invalid prescription?
The verification process requires us to verify that you have a valid prescription for the brand of lens you ordered, including the specific parameters; base curve, power, and diameter. Upon verification with your eye care professional, we were informed that the prescription information was invalid/expired and therefore your order was canceled.
Do I need a copy of my prescription to order contact lenses?
No. If you do not have a copy of your prescription, provide us with your doctor's name, address, telephone, and most importantly, fax number. We will verify your prescription and if it is valid, and whether you have ordered lenses according to what you were prescribed. Some states impose a time limit on prescriptions and/or a one year's supply.
My contact lens was folded in the container. Is it OK to wear?
A folded or partially dryed lens is not defective. Immerse it in saline and it will return to it's original shape. If you're unsure of what to do and live in Austin, call us. If you live outside of Austin, consult with your eye care professional. He/She will be able to provide instructions on contact lens handling and how to unfold a lens.
The lens was chipped or torn when I opened the blister container.
Before opening a contact lens blister container, shake the the container to make sure that the lens will be totally immersed in the saline and not adhered to the foil covering. That is not a defective lens.
Customer satisfaction is our top priority. After being an Austin business for many years we firmly believe that every transaction must result in a pleasant, convenient and successful shopping experience. We guarantee 100% accuracy on the manufacturing of all prescriptions or they will be remade at no charge.
If you order a frame from us online or you request us to order a frame and match an online or discounter price, please make sure that you have tried on the frame or sunglasses and that they are exactly what you want. We are happy to offer a one time exchange policy on the return of any eyeglass frame or sunglasses within 30 days of the shipping date less a 20% restocking fee. Please note that prescription lenses are not refundable. However, if new prescription lenses need to be made on a frame exchange, we will credit 50% of the original lens price towards the cost of the new lenses. Additional shipping charges will apply.
Non-defective products that are returned and not exchanged will be charged a 20% restocking fee.
Please note, each product on your order can be returned for a refund or exchange within the 30 days. This means that if you order 3 items and want to return all 3 items, you must exchange for the same amount of items or be charged re-stocking fees on the items that are not being exchanged.
Should it be necessary to return defective product please note the following:
The product must be returned with all original packaging materials, unused warranty cards, and instruction booklets.
Returns must be sent prepaid and insured for the for full price by a verifiable shipper such as UPS, Federal Express, or the United States Post Office to:
James Dugas, OD
Eyecare Vision Center
Attn: Eyewear Returns
1000 W. 39th St.
Austin, Texas 78756
Special Orders for Frames Shipped to Our Office for Your Review
We will special order a frame for your review providing it is paid for prior to ordering, including shipping charges of $8.95. If you decide you do not want the frame you will be credited the frame price less a 20% re-stocking fee of the online price, excluding shipping charges. Shipping charges are not refundable.
Exchanging Sunglasses or Eyeglass Frames Purchased Without Lenses
We are happy to offer a one-time exchange only on the return of any new and unused* sunglasses or eyeglass frames within 30 days of original ship date or purchase date. Returned frames or sunglasses will incur a restocking fee of 20% of frame cost. Prescription lenses are custom made and not refundable.
Before returning an item for exchange, please obtain an RMA (Return Merchandise Authorization) number by contacting us by telephone or email.
Prescription Lens Return, Frame Exchange, and Exchange Policy
All prescription lenses are considered custom special orders, and are therefore non-refundable. However, we understand there may be times you want to change the frame even though the prescription lenses are perfect. If, within 30 days of receipt of product, you wish to exchange a frame that we have made prescription lenses for, you will be charged or credited the difference of the new frame cost, less a 20% restocking fee. A lens credit of 30% of the original lens cost will be applied to the cost of any new lenses ordered. In addition, new shipping charges will incur.
Prescription Lens Manufacturing Guarantee
We guarantee 100% accuracy on all prescriptions manufactured to ANSI standards or they will be remade at no charge. All prescription eyeglasses, prior to leaving our laboratory pass multiple quality control check points. Accurately filling of your prescription is our number one priority. In the unlikely event that an error is made, we will promptly and courteously remake the lenses to our 100% accuracy standard.
Remaking Prescription Lenses Due to Prescription Change
If within 30 days of purchase date we need to remake prescription lenses due to a prescription change you will be credited 30% of original purchase price to be applied to the cost of any new lenses ordered. All prescription lenses are custom special orders and are non-refundable.
Receiving Damaged or Incorrect Product
If there is extensive damage to the package when it arrives, please refuse the order. If you receive damaged or incorrect product, immediately contact us.
If you have not contacted us within 3 days of receiving your product, it will have to be dealt with as a shipper problem and therefore be you will have to contact the shipper.
Processing Your Returned Merchandise
Depending on the product and its availability, it may take up to 7-10 business days to process your return after we receive it. Business days are Monday-Friday, excluding weekends and holidays within the United States. We will notify you of any delays and will do our best to rectify any errors as quickly as possible.
Up to $3.00 of your return shipping costs can be reimbursed for defective product received.
Repairs and Manufacturer’s Warranty Policy
You will receive the same warranties that we receive from manufacturers and suppliers, allowing you full advantage of the warranties available. However, certain product warranty claims are best dealt with directly with the manufacturer and not our office.
The individual product warranties are listed below: Manufacturer Warranties on Prescription Frames and Sunglasses
Most current and not discontinued prescription frames are warranted for 1 (one) year from the date of purchase against any manufacturer’s defects. Manufacturer’s defects include: structural design, hinges, welding or solder points, and colorings. Manufacturer’s defects do not include: obvious misuse causing frame damage, scratching or tarnish; pet damage; destruction or damage by any vehicle, accidental stepping on or sitting on the frame, misuse by bending or twisting the frame, or any other damage not considered a manufacturing defect. Frames which are considered to have a manufacturer defect will be replaced with a new frame, if the frame is current and still being manufactured. If the frame is listed as discontinued or no longer manufactured the frame will be replaced with another color or a different model of equal or lesser value. If new lenses have to made for the frame, new lens charges will apply. Customers will be contacted in the event the frame has been discontinued. Please be advised that all shipping charges are the responsibility of the customer. This includes any taxes and duties incurred with international packages.
To determine if your frame is within the guidelines for manufacturer’s defect, please contact our opticians at our office (not your doctor). Prescription Lenses and Scratch Resistance Warranties
Every prescription lens we supply automatically comes with a scratch-resistant coating, whereas, most optical companies charge an additional fee for this coating. However, no lens is scratch proof and improper handling, dropping eyewear, or incorrect cleaning can create surface scratches.
In the event your lenses become scratched to the point you need them replaced, we offer a one (1) time replacement of scratched lenses within a year of purchase date for 50% of the usual and customary full service optical retail cost of the lenses, plus return shipping charges. Shipping charges are the responsibility of the customer. This includes any taxes and duties incurred with international packages.
To determine if your lenses are within the guidelines for 50% lens replacement offer, please contact us.
Non-Defective Product Returns
Within 30 days of shipping date, if you wish to return a non-defective item for credit and do not wish to exchange, a 20% restocking fee will apply. After 30 days, the product is non-returnable and non-exchangeable. Credits may take up to 7 days to show up in your account depending on your bank or credit card company.
Should it be necessary to return new and unused* product without an exchange please make note of the following:
The product must be returned with all original packaging materials, unused warranty cards, instruction booklets and demo lenses where applicable.
* New and unused means that there are no marks on the item or any wear on the tags (such as the shipping tags) or the case. We do not sell used items and will not accept any item with any indication that it has been used or damaged in anyway. In such cases, the item will be returned to the purchaser.
Ordering lenses for your own frame.
Older plastic frames are subject to breakage when inserting new lenses. We are not responsible for damage or breakage to customer's own frame, new or used, if only prescription lenses are ordered.
Most orders received are processed with our vendors within one hour after we receive the order. After an order has been placed in our office or online, we will allow you up to 24 hours to cancel the order. This policy applies to non-prescription sunglasses. Orders for prescription eyewear will incur a 50% cancellation fee.
* New and unused means that there are no marks on the item or any wear on the tags (such as the hologram or shipping tags) or the case. A prescription frame which has had prescription lenses manufactured for it and inserted into the frame is considered a used frame. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser.
** All other orders cancelled after 24 hours will incur a 20% restock fee.