Common Questions (FAQ)

Click to show answers.
1. Account a. How do I sign in if I cannot remember my password?
You can reset your password here 

b. How do I sign in if I cannot remember my username/email?
You can reset your username/email here

c. How do I change the email or password on my account? 
After login, you can change your email and password here

d. Can I still sign in to my account if I’ve forgotten my password and no longer have access to my old email address?
You can send a contact form to our customer service department and we will do some verification before resetting the account for you

e. Why did I not get a “forgot password” email? If you cannot find the email we sent, check to see if it is in your junk, spam, or bulk mail folder. To ensure future emails will always be delivered to your inbox, please add Lensesfit.com to your “Safe Senders” or “Trusted Sites” list.
2. Placing Ordersa. How do I place an order?
You can refer our step guide with screen shot here

b. How do I order if I wear a different brand in each eye?
Simply select both eye "different power" and you will have the selection

d. How do I use an order point/code?
Simply enter the code during checkout step or refer our screen shot here 
3. Prescription a. Do I need a prescription to place an order?
Yes. We require a valid prescription for every order. If you don’t have a copy of your prescription, you can still order contact lenses from us. You’ll be able to fill in your eye doctor/optometrist into the provided column. All you will need is your eye doctor’s /optometrist’s name, optical shop name, address and state. After you submit your order we will act on your behalf to quickly verify or obtain your prescription information. We are required by law to verify your prescription. This helps to ensure that we provide you with the correct contact lenses in your order.

b. How do I order if I don’t have a copy of my prescription?
The correct information is printed on your contact lens boxes. Your contact lens box will have a brand name and your prescription information. Please see the example below to find your prescription on your contact lens box:
Where is my prescription? ... it's on the box!

Contact lens prescriptions vary based on the type of lens you wear (bifocal, toric, disposable contacts, etc.).

c. How do I know if my prescription is still valid?
Under a new federal law, your prescription is good for a maximum of one year and, depending on the state in which your eye care provider is located, some prescriptions are good for two years. Most importantly, this one year time period is from the date your eye doctor issues your prescription—not from the date of your eye exam. We are advocates of proper eye health and encourage our customers to receive regular eye care. If you have provided us a copy of your prescription, we will notify you when it is expiring. If it has already expired, we’ll call to remind you to visit your eye doctor/optometrist for an eye exam and to receive an updated or new contact lens prescription.
4. Order Status and Shipping a. How do I check the status of my order?
First, be sure to sign in! You can easily check the status of your current and past orders here 

b. How do I print an invoice?
You may print or email an invoice from an order at any time.
First, be sure you sign in to your account. Once you’ve signed in visit my order or here 

c. How long does it take for my order to be delivered?
Your order will be delivered within 5 business days, unless informed by our Customer Service Officer otherwise.

d. What shipping options and rates are available?
Flat rate of RM12 per order (West Malaysia) / RM18 per order (East Malaysia) POSLAJU & RM33 / SGD11.88 per order applies to international shipping.

e. What is Lensesfit's return policy?
We offer a 100% satisfaction guarantee on all orders. Please check our return policy here.

f. What do I need to know if I am shipping to an international address?
International orders may experience additional shipping delays. You may be subject to import duties and taxes, which are charged once a shipment reaches your country. Additional charges for customs clearance must be paid by you; we have no control over these charges and cannot predict the amount. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, you must comply with all laws and regulations of the country in which you are receiving the goods. Manufacturer restrictions prevent us from shipping certain products to some geographic locations.

g. Failure on Shipping / unsuccessful delivery
For unsuccessful first delivery, customers may enjoy a second delivery attempt for FREE. Please drop us an email at CS@lensesfit.com with your order details and request a delivery on a specific day and time. For Singapore, available delivery days for selection are Monday, Wednesday and Fridays between 1-5pm. For Malaysia, you may contact POSLAJU via post note for a choice of either a second delivery or self-collection at the nearest POSLAJU outlet. Please check the outlet details at www.poslaju.com.my  For subsequent deliveries after the second delivery attempt, additional delivery charges will be levied.

5. Payment QuestionsYou can drop us a payment proof or notification here
6. Company Informationa. Lensesfit is dedicated to providing you with a simple, hassle-free way to order your contact lenses. At Lensesfit, you will receive the exact same contact lenses your doctor prescribed, delivered to your doorstep, at an affordable price.

At Lensesfit, our goal is to make it as easy and convenient as possible to purchase your contacts lenses. In support of that goal, we offer simple ordering along with trained customer service agents ready to provide live help. Having your lenses delivered saves you the time of running around town to pick up contact lenses. It’s that simple. At Lensesfit we deliver, you save.

b. Hours of Operation and Contact Information With only a few exceptions, our call center agents are available by phone at +607 236 2300

Lensesfit call center is closed or has limited hours based on MALAYSIA Public Holiday:


You may still place orders on our website on these days.

To contact us by email, click here

OPERATING HOURS

Order Processing : Monday - Friday

(execept public holiday)



CONTACT US

+6014-3542300

cs@lensesfit.com