Question 1

How do I place an order?

Accepted Answer

Sign in, choose the product line and design, pick OD, OS, or both, and enter the parameters. Each field is checked against what the design offers as you type. On the review step you see the ticket exactly as the lab will print it; submitting starts production.

Question 2

Is there a review step before production starts?

Accepted Answer

No. A successful submission is a lab ticket. If something on an order needs checking, United Contact Lens calls the prescribing doctor directly during production; nothing changes in your order history and nothing is emailed.

Question 3

Can I reorder a patient's lenses?

Accepted Answer

Yes. Every order in your history has a reorder action that carries the parameters over. You choose the purchase type again, because a first fit and a replacement series are different products.

Question 4

What is rush production?

Accepted Answer

A checkbox on the order. There is no charge for it. RUSH prints prominently on the lab ticket so the floor sees it first.

Question 5

Which shipping options are there?

Accepted Answer

Standard, priority, and next-day, chosen per order. Shipping is a flat charge per shipment, shown with its delivery estimate before you submit. Both eyes on one order always ship together.

Question 6

Can I add a tint?

Accepted Answer

Yes, per eye, on designs below a certain diameter. Choose the tint type and describe the color; it prints on the ticket.

Question 7

Which designs can I order online?

Accepted Answer

The full catalog: United spheres, torics, and multifocals; SonicView center-near multifocal designs; Tresoft sphere and toric; and the United K keratoconus line.

Question 8

Are lenses warranted?

Accepted Answer

Warranty is built into the purchase type rather than chosen at checkout. A 30-day warranted single is the fitting lens. Four-pack replacement series are non-warranted. The purchase type you select states which it is.

Question 9

What do you need for a keratoconus order?

Accepted Answer

K readings are required. If they fall outside the design's fitting range the order still enters production but is flagged for a fitting consultant, who will call the prescribing doctor.

Question 10

Where are the fitting guides?

Accepted Answer

Every product line on the Lenses page has a View fitting guide button with its base curves, diameters, power ranges, and the K-reading chart.

Question 11

When am I charged?

Accepted Answer

Orders are grouped onto one statement per calendar month. On the first of the following month the statement is finalized and charged automatically to the payment method on file. Each order shows its billing date on the review step and in the confirmation email.

Question 12

Which payment methods do you accept?

Accepted Answer

A US bank account (ACH debit) or a card. Paying by bank account earns a 2% discount on every line of the statement. You set this up before your first order and can change it any time from Billing.

Question 13

Will I know the amount before it is charged?

Accepted Answer

Yes. Three days before the first of the month we email the order count and the amount about to be charged, with the charge date.

Question 14

What happens if a payment fails?

Accepted Answer

A bank debit that fails is retried on days 5 and 12. If it still has not cleared, someone from United Contact Lens calls. Ordering pauses only when a statement is more than 45 days past due.

Question 15

How do I register?

Accepted Answer

One form, whether your practice has ordered from United Contact Lens for years or is new. We review every registration within one business day and email a sign-in link when the account is ready.

Question 16

I already have an account number. Do I keep it?

Accepted Answer

Yes. Existing account numbers and order history carry over. Enter your account number on the registration form and we match it to your record.

Question 17

How do I sign in?

Accepted Answer

By email link. Enter the address on your account and we send a link that works once and expires in 15 minutes. There is no password to manage.

Question 18

Can more than one person at my practice sign in?

Accepted Answer

At launch each practice has one login, usually the front desk or the prescribing doctor. Additional logins per practice are planned; registering a second address holds it for when that arrives.

Frequently asked questions.

Ordering

Lenses

Billing

Your account