FAQ

HOW MUCH IS DELIVERY?

All Australian orders are delivered for a flat rate of $[delivery_price] via Australia Post Standard Delivery. We also ship internationally — please email us at support@contactlensesonline.com.au to confirm international delivery costs before placing your order.

HOW LONG WILL DELIVERY TAKE?

Please allow 1–2 weeks from the time of order for processing and delivery. Paying by credit card is the fastest option — direct debit payments typically take an additional 1–2 business days to clear before your order is processed.

If any lenses in your order are temporarily out of stock, our system will notify you automatically.

CAN I USE MY PRIVATE HEALTH INSURANCE TO CLAIM A REBATE BACK ON MY LENSES?

Yes — if your private health cover includes optical extras, you may be eligible to claim a rebate on prescription contact lenses purchased online. Every order includes a fully itemised receipt with our registered provider number and the appropriate item numbers, which you can use to lodge a claim directly with your fund in store, online, or via your fund's app.

Medibank Private members: Due to changes in Medibank Private's policies, you will need to email a copy of your contact lens prescription to support@contactlensesonline.com.au before a rebate can be processed.

Rebate amounts vary depending on your level of cover. We recommend checking your optical extras entitlements with your fund if you are unsure.

IS MY CONTACT LENS PRESCRIPTION THE SAME AS MY GLASSES PRESCRIPTION?

No — a contact lens prescription and a glasses prescription are not the same. A contact lens prescription specifies your lens power, Base Curve (BC), Diameter (DIA), and the exact brand you have been fitted for. These details are determined during a contact lens fitting examination, which is separate from a standard eye test.

If you do not have a current contact lens prescription, contact your optometrist or eye care practitioner to request one.

CAN I RETURN MY LENSES?

Yes, if your lenses have been supplied incorrectly, we will arrange a replacement. To be eligible, the boxes must be unopened & in its original condition and the return must be lodged within 30 days of purchase. Please contact us at support@contactlensesonline.com.au to arrange your return.

HOW OFTEN SHOULD I HAVE AN EYE EXAMINATION?

Regular eye examinations are essential for maintaining healthy vision and ensuring your contact lens prescription remains current. How frequently you need an examination depends on your individual eye health needs — your optometrist will advise you on the appropriate schedule.

WHERE DO I GET A PRESCRIPTION FOR MY CONTACT LENSES?

A contact lens prescription is issued by your optometrist following a contact lens fitting examination. If you have already had a fitting, you can request a copy of your prescription directly from your optometrist. Note that a contact lens prescription is separate from a glasses prescription and must be obtained before ordering.

IS ORDERING ONLINE SECURE?

Yes — all transactions on Contact Lenses Online are protected with 128-bit SSL (Secure Sockets Layer) encryption, the industry standard for transmitting sensitive data securely over the internet. We never store credit card details on our system after your order has been processed.

Can I Order Contact Lenses as a First-Time Wearer?

If you have never worn contact lenses before, you will need to have a contact lens fitting examination with a registered optometrist before placing your first order. A fitting is separate from a standard eye test and determines the correct lens type, Base Curve (BC), Diameter (DIA), and brand for your eyes. Once you have a valid contact lens prescription, you are welcome to order through us.

Which Contact Lens Brands Do You Stock?

We stock contact lenses from all major manufacturers available in Australia, including Johnson & Johnson Acuvue, Alcon, Bausch + Lomb, CooperVision, and Gelflex. Our range covers coloured, daily disposable, fortnightly, and monthly replacement lenses across sphere, toric, and multifocal prescriptions.

What If the Contact Lenses I Need Are Out of Stock?

If your lenses are temporarily out of stock, we will be in touch within one business day to let you know. We are happy to hold your order until stock arrives, or if you would prefer not to wait, our team at support@contactlensesonline.com.au can help find the best alternative for you.

How Do I Track My Order?

Once your order has been dispatched, you will receive a confirmation email containing your tracking number. If you have not received tracking details within the expected timeframe, please contact us at support@contactlensesonline.com.au and we will follow it up for you.