Frequently Asked Questions

• When is import duty due?
Import duty is due for payment when the goods arrive in the country at the Customs port with the intent to unload the goods and enter them into the commerce of the country.
• Who is responsible for paying the import duty?
Paying the import duty is the responsibility of the importer which by definition is indebted to the Government for the importation of their goods.
• Are contact lenses subject to customs clearance?

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.

• What is the best way of shipping contact lenses to USA?

It is recommended that customers from United States Of America to choose normal (Air Registered) shipping. Normal shipping to USA will take between 10 to 15 days 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.

• Things you have to know about your lens care. The Do's and Don'ts.

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.

• How to clean my contact lenses?

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.

• Where can I get opinions and views of others on contact lenses?

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:-


• http://www.lens101.com/
• http://lensaholics.proboards.com/index.cgi

 

 


• What do I do if I have eye dryness and irritation?

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.

• How to wear and take off contact lens?

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.

• Things you should know during make-up and grooming.

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.

 

• What is Hydrogen peroxide solution?

Hydrogen peroxide solution is for cleaning, disinfecting, rinsing and storing your contact lenses. With this product, you place your lenses in the provided basket and rinse them, then place the basket in its cup and fill the cup with solution to clean and disinfect your lenses. Some lens holders for hydrogen peroxide systems have a built-in neutralizer (to convert the hydrogen peroxide to water, so it doesn't sting your eyes), but with others you need to add a neutralizing tablet. Rinse your contacts (with another product) before placing them in your eyes.

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.

• What is multi purpose solution?

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.

• What is daily cleaner?

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.

• What is saline solution?

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.

• Do I need to use protein remover?

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.

• Is there a time limits on my membership?

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

• If my country name is not listed on your membership registration page, can I still join and made purchases from your website?

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

• How do I pay for my purchases?

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. 

2. Manual Bank transfer (for customer in Malaysia only)

• payment is to be make using your own internet banking services or bank-in over the counter

 

• Who is processing my credit card transaction?

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. 

• What is PayPal Buyer Protection program?



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

 

• How secure is my credit card information in your website?

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

• Who/what is 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
 

• What charge will appear on my credit card billing statement?

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

• Do you accept Western Union payment transfer?

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

• What is your Return policy?

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.

• How come I didn't receive your reply mail?

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.
• Can I use an eyeglass prescription to order contact lenses?

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.

• Can I place an order without prescription?

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.

• How do I check the Geo contact lenses I receive are not fake?

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.

• Why i didn't receive any shipment notification from you?

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. 

 

• How long does it take to ship out my order?

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 

 

• How do i know when you have shipped out my orders?

Once we arranged your product for shipping, we will send you an email notification with the shipping tracking number to you. You may also login to your membership page and check on your order history page.

• What is a Remote Area (ODA) and how is that going to affect my shipment?

Remote areas are areas designated by the courier company as outside the city and additional charges are imposed for the service. Click here to search for Remote Area (ODA) The shipping charges displayed in your order record will not include additional remote area charges if there is any. You will be contacted by email to seek your approval whether to proceed with the express shipment or not if your area is designated as remote area.

• How do I track shipping by Registered Air Mail?

Please refer to our detailed guide at our Shipment Track & Trace (please click here) webpage section.  

• How do I track shipping by Express Courier Service?

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.

• Where can I view your list of shipping and handling rates associated with my country?

Click the link below to find out our shipping and handling rates.

http://www.contactlenshouse.com/shipping-rates.asp

• My country name is not listed on your shipping list.
We accept clients from over 100 countries. If your country is not listed we cannot ship our products to you.
• What is the delivery time frame for Express Delivery?

Please note that all products will be couriered from our head office in Kuala Lumpur, Malaysia. 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.

• What is the delivery time frame for normal delivery by Registered Air Mail ?

Please note that all products will be delivered from our head office in Kuala Lumpur, Malaysia. Normal delivery is shipping of parcel via registered air mail. These delivery time frames are provided by Pos Malaysia.

International Delivery Standard (Registered Air Mail)


• 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.

 

Country of Destination (A to F)	Transit Time (Working days)	Country of Destination (G to Z)	Transit Time (Working days)
Afghanistan	7	Gabon	11
Algeria	9	Georgia	7
Angola	12	Germany	11
Argentina	12	Ghana	10
Armenia	8	Great Britain	10
Australia	10	Gibraltar	9
Austria	10	Greece	13
Azerbaijan	9	Guatemala	11
Bahamas	11	Guinea-Bissau	6
Bahrain	8	Guyana	8
Bangladesh	14	Haiti	10
Barbados	8	Hong Kong	7
Belarus	10	Hungary	10
Belgium	10	Iceland	10
Benin	12	India	16
Bhutan	15	Indonesia	14 – 30
Bolivia	11	Iran	12
Bosnia and Herzegovina	11	Ireland	9
Botswana	9	Italy	12
Brazil	17	Jamaica	11
Brunei	12	Japan	11
Bulgaria	10	Jordan	11
Burkina Faso	11	Kazakhstan	12
Burundi	9	Kenya	11
Cambodia	15	Korea	12
Cameroon	10	Kuwait	8
Canada	22	Kyrgyzstan	10
Central African Republic	14	Laos	11
Chad	20	Latvia	10
Chile	13	Luxembourg	9
China	13	Morocco	9
Colombia	13	Myanmar	9
Comoros	11	Netherlands	8
Croatia	8	New Zealand	10
Cuba	15	Panama	13
Cyprus	10	Philippines	15
CzehRepublic	9	Poland	10
Democratic Rep. of Congo	11	Russia	10
Denmark	10	Singapore	7
Dominica	8	Sri Lanka	8
Ecuador	10	Sweden	9
Egypt	10	Switzerland	9
El Salvador	10	Thailand	7
Ethiopia	10	Tunisia	10
Fiji	11	Turkey	8
Finland	9	U.S.A	15
France	10	Zambia	10

Note: The International Bureau of the Universal Postal Union does not ascertain any international delivery standard for surface mail.