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Frequently Asked Questions

Website General Support

This website required "Cookies" to be enabled on your mobile browser setting. All your login and shopping cart items session data are temporary stored using your browser Cookies data until you completed a purchase or logout from our website.
 
Most browser default to having cookies turned on so there is no need to do anything - it works automatically;
However, if you have specifically turned cookies off in your browser, you will need to reconfigure your browser to accept cookies or the Members and Shopping Cart section of this website will NOT work for you.

If you encounter any of the below difficulties, please enable your browser Cookies option
  • Unable to login
  • Unable to add items to shopping cart
If you running on "Private Browsing" mode, the Cookies will always be turned off.

Please click here for a guide on how to enable you browser cookie.

This website required "Cookies" to be enabled on your mobile browser setting. All your login and shopping cart items session data are temporary stored using your browser Cookies until you completed a purchase or logout from our website.
 
Most browser default to having cookies turned on so there is no need to do anything - it works automatically;
However, if you have specifically turned cookies off in your browser, you will need to reconfigure your browser to accept cookies or the Members and Shopping Cart section of this website will NOT work for you.

If you encounter any of the below difficulties, please enable your browser Cookies option
  • Unable to login
  • Unable to add items to shopping cart 

Please click here for a guide on how to enable you browser cookie.

About Shipping

When we shipped out your items, we will email the tracking number to you. You can also access to the tracking number by logging into your account and retrieve it from order history section.  

Package sent using Registered Airmail will be delivered by the recipient country official postal service. Example: USPS, Canada Post, Ceska Post, Royal Mail, SingPost, etc.  
 
Please allow up to 10 working days before you can see results in your country postal service system tracking result. 
 
You may track the package status through your country postal service website listed below or just visit our Singapore Post website at http://www.singpost.com/

The below is some of the Postal office websites for your easy access.

 Click here to see list of international postal authorities

Below are some of the tracking result captured from various postal service around the world.

United States Postal Service.

Canada Post

Singapore Post

Ceska Post

Correios Brazil 

Swiss Post

New Zealand Post

Denmark Post

Netherland Tracking via Singapore Post


 

 

 

Our express shipping is handled by FedEx or DHL.

For FedEx shipment please visit:- http://www.fedex.com/Tracking

For DHL shipment please visit:- http://www.dhl.com/en/express/tracking.html

After opening the url, just key in the tracking number (air waybill number) that we provided.

As part of our standard procedure, we  will sent notification to your registered email specified in your member account. 

The most common reason are as below:-

  • Check your email application's spam or junk folder or filter.
    To avoid this in the future, please add our email address customer.care@contactlenshouse.com to your address book.
  • Please note that some emails may be blocked by your ISP (internet service provider). 
    This mostly happen to our member whom used aol email.
  • There are some server problem with your ISP when we are sending email address to us. 

 

When all the ordered items is in stock we usually ship out within 3 to 5 business days.

When part or all the ordered items is out of stock, we usually  ship out within 10 to 15 business days.

In certain situations, we might sent you partial ordered item first. 

* Business days is from Monday to Fridays 

 

When we shipped out your items, we will email the tracking number to you. You can also access to the tracking number by logging into your account and retrieve it from order history section.  

 

We accept clients from over 100 countries. If your country is not listed we cannot ship our products to you.

Express delivery is express courier service provided by FedEx, DHL or EMS express service.  Please log on to the respective courier website ( of which will be informed by email to customers) to find out more information on the delivery period by country.  Generaly Express delivery time frame is as follows:

Local delivery is from 2 to 3 working days

International delivery is from 3 to 5 working days.

Actual number of days depend on location.

All International Delivery Standard (Registered Air Mail) will an averagely of 2 to 3 weeks to arrive.

In certain country it will takes longer about 4 weeks.  Examples will be Brazil and Costa Rica.

Please keep in mind that all the registered air mail services are provided and delivered by your country official postal service.  

All airmail are delivery time frame are subject to the below:-

  • The days represented Working Days of the sender and recipient country.
  • The days depicted below are average transit times
  • The transit times are subject to Customs Clearance, transport conditions(e.g. boat traffic in certain areas) and volume of mail traffic.
  • All transit times given are in accordance with the international standard concluded by the International Bureau of the Universal Postal Union.

 

About Orders

If you don't hear from us after 24 hours after submitting your queries via our contact us form or emailing direct to us, please check your e-mail spam or junk filter folder for our reply first.

There are numerous times when user didn't receive our reply e-mail due their high mailbox spam filter settings.

Some email service providers are notorious for filtering out what they consider to be spam without notification. You don't get a chance to even tell the service how wrong they are, and the sender gets no notice that their email was never delivered.

You may prevent this by doing the below:-

  • You may add our e-mail address "customer.care@contactlenshouse.com" to your address book on your desktop software (such as outlook orthunderbird) and web based mail service (such as gmail, yahoo mail, hotmail or aol mail)
  • If your email service or program has the ability, add the sender to a "whitelist", or set up rules that allow you to say "email from this sender should never be marked as spam"./li>
  • Examine the contents of your junk mail folder looking for false positives and be sure to click on the "Not Spam" button, or your email's equivalent, for every message that is not spam.
  • Check to see if you have any filters set up. Filters can automatically move incoming mail to other places in your mail account. Please check the 'Filters' tab of your mail Settings to verify your settings, even if you don't think you've set any up. Make sure you don't have filters that are deleting your mail, or causing messages to skip your inbox.
  • And of course if your "security suite" is interfering with your email, try to check the settings in that security suite too.

NO.  Let’s be clear, a prescription for contact lenses is NOT the same as a prescription for eyeglasses.

You are required to obtain a valid and up to date prescription by your eye care professional's before placing order on this Site. You are required to confirm and certify that the placed order information is in accordance to the said valid, true and matches exactly the prescription as provided by your own eye care professional's.

We promote proper eye care and good eye health. We encourage you to receive regular eye examinations by a eye care professional's.

We are an online retailer that providing you a simple and hassle-free way to replace the contact lenses lenses that you are already wearing. You are not require to submit your prescription to us.  

By placing  order on this website, you are confirming that the order placed is in accordance to the said valid prescription as stipulated by your eye care professional's. 

We promote proper eye care and good eye health. We encourage you to receive regular eye examinations by a eye care professional's regularly. If you are not sure of your lenses power, please consult your eye care practioner first.

Geo Medical has introduced an Anti-Fake System which allows you to check to see if your lenses are valid. All Geo Lenses now will have an authenticity check sticker normally pasted at the bottles itself. This authenticity sticker is printed with 20 digit code.

When you receive your lenses from us, scratch the sticker to retrieve the 20 digit codes provided. Once you get the codes, go to the manufacturer's website (URL: http://www.fw1860.com/en/ ) and input the anti fake codes to verify that there are in fact authentic contact lenses from the Geo Medical.

You may also Geo Website at http://www.geo21eye.com and click on the image below which located near the bottom right side of the page.

 

The below is the official news (dated 2010-05-13 ) from Geo Medical website.

Policies & Practices

All goods will be shipped to customer in the manufacturer standard of sterile packaging sealed in standard box/envelop. For any reason, the customer can return the goods delivered provided the box is still unopened and goods are in the standard sterile packaging intact.

A replacement will be made for goods return within 10 days from the date of order. However, shipping and handling charges are non refundable. Please contact our customer service for full procedures of goods return and replacement.

Payments

We accept the following payment options:-

1. Payment via Paypal, we accept the following:-

  • Paypal balance
  • Visa - Credit Card
  • Master Card - Credit Card
  • American Express - Charge Card
  • Discover - Charge Card

All payment made via Paypal will be automaticaly protected by PayPal Buyer Protection programme

 

We have implemented one of the safest and most secure forms of online payment in the industry today. To accept online payments on our behalf we have corroborated with Paypal. All our online transactions are done through PayPal.

PayPal a global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 24 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages. Paypal is a safe, secure, and efficient way to to make online purchases.

All payment made via Paypal will be automaticaly protected by PayPal Buyer Protection programme

PayPal Buyer Protection* protects your purchase and reimburses you if you do not receive your chosen item. So ... go ahead and shop without worries at this merchant website.

Learn more on Paypal Buyer Protection program, please click here.

* Terms and Conditions apply

 

One thing that makes online payments a very safe experience with us is that we ensure that your credit card details are simply NOT divulged to anyone(not even us) but your credit card issuer.

This is achieved by simply redirecting you to PayPal whenever you choose to make payment on our website. You enter your credit card details on the PayPal.com server which is directly sent to your card issuer for validation. In this way your credit card details are NEVER KNOWN TO US or anyone else.

Also, Paypal had incorporated as strong secure  payment pages. When you enter your credit card details on a secure server it gets immediately encrypted and remains that way until it reaches your card issuer where it is again decrypted.

PayPal is one of the global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 24 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages. For more info on PayPal, kindly visit http://www.paypal.com

PayPal is a global leader in online payment solutions with more than 153 million accounts worldwide. Available in 190 markets and 24 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages.

PayPal is a convenient, easy-to-use, and secure way for individuals and businesses to send and receive money online for goods, services, charitable donations, and so forth. It's also a full-service operation that provides front-end and back-end solutions to increase growth and revenue for merchants.

PayPal has received more than 20 awards for excellence from the internet industry and the business community -most recently the 2006 Webby Award for Best Financial Services Site and the 2006 Webby People's Voice Award for Best Financial Services Site.

Located in San Jose, California, PayPal was founded in 1998 and was acquired by eBay in 2002.

For more information on PayPal, please visit http://www.paypal.com
 

All credit card transaction originating from us will appear on your local statement/bill as "PAYPAL *CONTACTLENS" or *CONTACTLENSHOUSE*

We are sorry, at the moment we do not accept payment by Western Union.

Membership

No, we do not impose any time limits on your memberships.

We accept clients from over 100 countries. If your country is not listed we cannot offer you an account at this time.

Contact Lens Care

The do's of lens care:-

  1. Wash with a mild soap, rinse and dry your hands thoroughly you before handling your lenses.
  2. Avoid the use of soaps containing cream, lotion, or oily ingredient before handling your lenses.
  3. Clean, rinse, and disinfect your lens each time you remove them. Use proper disinfecting solution recommended by your Optometrist or optician.
  4. Always keep your lenses completely immersed in a recommended disinfecting solution when you are not wearing your lenses.
  5. To avoid mix up or confusion of lens, always handle the right lenses first. Your lens case should properly indicate right and left compartment for lens storage.
  6. Make sure all your solutions and lens cases closes tightly and store them in a room temperature place.
  7. Do not keep your lens case and solutons in the bathroom.
  8. Clean lens case daily and let it air dry. Lens cases can be rinsed with hot tap water and air dried when not in use.
  9. Use fresh solution whenever you reuse the len case.
  10. Replace lens case regularly. Throw out your contact lens case once a month, or as directed, to reduce your risk of infection. 
  11. Check for expiry date of your solutions, discard if expired.
  12. Replace the lenses after the recommended wearing period prescribed by your Optometrist or optician.
  13. Have regular check-ups with your Optometrist or optician as recommended.
  14. Always follow the instructions and advice given by your Optometrist or optician.
  15. Seek professional advice if you are having problems or discomfort with your contact lenses.
     

The Don'ts of lens care:-

  1. Do not let your contacts come in contact with tap water, soaps, cosmetics or other substances that can contaminate or damage your lenses and may lead to eye infection.
  2. Do not wear your contacts when you go to swim.
  3. Do not wear your contacts when you go to sleep.
  4. Do not wear your contacts when you go to shower.
  5. Do not wear your contacts longer than the period recommended by your Optometrist or optician.
  6. Do not re-use any lens care solutions in your cases. Use fresh solution whenever you reuse the len case.
  7. Do not use saline to disinfect your lens.
  8. Do not use saliva to disinfect your lens.
  9. Do not use eye drops or solutions not intended for use with contact lenses.
  10. Do not touch the tip of the solutions bottle to any surface as this may cause contamination.

 

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

Wash your hands so that you don't transfer dirt and germs to your eye. Try to avoid moisturizing soaps, as they are not good for contact lenses. Dry your hands with a clean towel. Remove one lens and clean it with the recommended solution. Cleaning removes eye-produced buildup, cosmetics and other debris that impairs lens comfort. Rinse the lens again to remove the loosened debris. Rinsing is an important step. Place the lens in your clean lens case or lens holder and fill with the appropriate solution for your soaking and disinfecting system. Disinfecting kills microorganisms on the lens.

 

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

There are quite a number of related forums available. Generally these forums are listed under beauty and fashion. You can find valuable information about contact lens from the url below:-

 

 

Use contact lens eyedrops to lubricate your eyes and rewet your lenses. If you still feel eye dryness and irritation, contact your optometrist as soon as possible.

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

CooperVision produced the below video. This video will guide you through on how to wear, remove and take care of your contact lenses.

 

We have sourced a few websites that can guide you through the wearing process. Please visit either on of the below urls for the guide.

  1. http://www.coopervision.com/data/us/documents/biofinity_patient_info_booklet.pdf 
    - kindly refer to pdf page 10 to 11 of the pdf, this guide come with pictures
     
  2. http://www.allaboutvision.com/contacts/contact-lens-tips.htm
    - (with picture guide)
     

 

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

When wearing make-up or hair grooming:-

  1. Apply your hair spray before putting on your lens.
  2. Your contact lens might come in contact with your eye lashed. Put your contact lens on before applying makeup.
  3. Choose water-based rather than oil-based eye shadows creams.
  4. If powder is used, close your eyes first and brush off all extra powder before opening your eyes.
  5. Do not use eye make-up in the inner margin of the eyelids as small particles could be transferred onto the surface of your lens
  6. When removing contacts, be very carefull and do not let your contacts come in contact with any makeup.
     

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

 

Multipurpose solution is for cleaning, rinsing, disinfecting, and storing your contact lenses. Clean your lenses as you would with daily cleaner, then rinse and disinfect, all with the same solution; or rinse the lenses twice, then place them in the clean lens case with solution to clean and disinfect. When you're ready to wear the lenses, rinse them again. As with regular multipurpose solutions, no other products are necessary.

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

Daily cleaner is for cleaning your contact lenses. You place a few drops in the palm of your hand and carefully rub the lens for as long as directed, usually around 20 seconds, making sure to clean both sides. Use other products for rinsing and disinfection.

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

Saline solution is for rinsing and storing contact lenses. You may also need it for use with enzymatic cleaning tablets or cleaning/disinfecting devices. Never use saline products for cleaning and disinfection.

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

Depending on what kind of contact lenses you wear and how much protein your eyes deposit on your contacts. While cleaning them does remove some protein, it can still build up on your lenses and make them uncomfortable. That's why the longer you wear lenses before replacing them, the more likely you are to need a protein remover. For example, if you wear disposables, you probably won't need one, but if you replace your lenses about once a year, you definitely will. Products for removing protein include enzymatic cleaner and daily protein removal liquids.

DISCLAIMER:
Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your own Optometrist or Optician or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.

Customs Clearance

Import duty are charged once a goods arrive in the destination country at the Customs port with the intent to unload the goods and enter into the the country. These charges for customs clearance must be paid by the recipient(you) of the parcel.
 
We have no control over these charges and can NOT predict or tell you what the amount would be. Furthermore, Customs policies and import duties charges vary widely from country to country. 
Import duty are charged once a goods arrive in the destination country at the Customs port with the intent to unload the goods and enter into the the country. These charges for customs clearance must be paid by the recipient(you) of the parcel.
 
We have no control over these charges and can NOT predict or tell you what the amount would be. Furthermore, Customs policies and import duties charges vary widely from country to country. 

Yes contact lenses purchased that lead to import to country is subject to customs clearance. The customs clearance formalities are normally handled by the courier company that undertake the shipment.

It is recommended that customers from United States Of America to choose normal (Air Registered) shipping. Normal shipping to USA will take between 2 to 3 business weeks but there will be less problem from the Customs.

Often express shipping to USA will be delayed due to delay to get customs clearance for FDA regulated products which includes contact lenses.

ContactLensHouse is retailer that sells contact lenses and other related products in an e-business environment. You are required to obtain a valid prescription by your eye care professional's and confirm that the order placed is in accordance to the said valid prescription as stipulated by your eye care professional's. Information on this site is provided for informational purposes only. It is not meant to substitute for the advice provided by your eye care professional's or other medical professional. Have your eyes examined regularly and always follow your eye care professional's instructions for the proper use and care of your contacts. If you experience any pain or discomfort from your contact lens, discontinue use immediately and consult your eye care professional.