Frequently Asked Questions

FAQ's



ANSWERS

 

Why can't I see prices?

To view pricing, you must be logged into your Eye Care Professional account. Don't have one? Making one is easy and all Eye Care Professionals are invited to create an account to begin shopping. If you already have an account, simply login.

If you are an individual consumer, we recommend you seek the assistance of an Eye Care Professional as we do not sell directly to consumers. For more information about this policy, please contact our Customer Care Team at 1-800-826-4200.

 

How do I login?

Choose LOGIN at the top right of the screen. Type in your email address and password. If this is your first time purchasing you will need to select "create an account" from the login page and fill in the requested information. Eye Care Professionals are eligible for wholesale discounts. We also offer additional, customized pricing levels; please contact our Customer Care Team for more information.

 

Can I checkout as a guest?

Because we work with each of our Professional Eye Care customers individually to find the most suitable pricing, we do not offer guest checkout. We invite all Eye Care Professionals to join our Optelec Family to obtain your best pricing. Creating a Professional account is quick and easy and we do our best to ensure your information remains private and protected both online and at our facilities. Create an account now to begin shopping.

 

Can I pay by check?

You may pay by check, however, your order must be processed over the phone, by fax, or by email to do so.

 

Can I pay with a Purchase Order?

You may pay using a purchase order, however, your order must be processed over the phone, by fax, or by email to do so. 

Please note: You must complete a credit application and be approved by our accounting department for credit terms before a purchase order will be accepted. Please call our Customer Care Team at 1-800-826-4200 for more information about setting up credit terms.

 

Can I sign up for the newsletter without creating an account?

Yes, absolutely! Enter your email address at the bottom right section of our website and click “request newsletter”. You will be added to our mailing list. If you change your mind and no longer wish to receive our newsletters once you begin receiving them, you can unsubscribe by clicking a link at the bottom of the newsletter at any time.

 

How do I Return an Item?

If for any reason you are not satisfied with your purchase, simply return the product(s) within 30 days of the invoice date. This information is for returns of Daily Living Solutions and Professional products. Some exclusions or conditions may apply. Please see our Return Policy for details or contact our Customer Care Team at 1-800-826-4200. To complete your return, please commplete the steps below.

1) Please call 1-800-826-4200 to be issued a Return Merchandise Authorization (RMA) number prior to returning the product. The RMA number must be clearly marked on the outside of the box.


2) All returns should be insured and proof of delivery obtained from the carrier of your choice such as UPS or FedEx and addressed to: Optelec Returns, 8420 Sunstate Street, Tampa, FL 33634

 

I am a Professional and resell your items, why am I being charged tax?

We must verify your tax-exempt status and require documentation. Please contact our Customer Care Team at 1-800-826-4200 or use our “Help” widget found in the lower right corner of the screen to attach and submit your documentation. Once we have your documentation, our team can adjust your account quickly so you will not be charged tax in the future.

 

What should I do if my password is no longer working?

First, please double check that your sign-in email is correct. If you’ve forgotten your password, you can reset it by selecting “Forgot Your Password?” on the login page. You will be required to enter your email address again. If your account is active, an email notification will be sent to you with further instructions for resetting your password. You can also call our Customer Care Team at 1-800-826-4200 for password assistance.

 

When should I expect my order?

Orders are usually shipped within 48-72 hours of purchase. Your package will be shipped by the best method possible for your location and the type of shipping you’ve requested. Standard ground shipping takes up to 5-7 business days, depending on your location. For more information, please see our ***Shipping Policy***.

 

 

Still need help?

Our Customer Care Team is available Monday - Friday, 8:30AM to 7:00PM EST. For more ways to reach us, visit our Contact Us page.