Call Us: 09 373 4879
FAQs:

A) Can I use my spectacle prescription to order contact lenses?

A spectacle prescription is not the same as a contact lens prescription. If you do not have an actual contact lens prescription you need to visit your Optometrist for a contact lens fitting or we are able to do this for you in our practice in Parnell. The Optometrist will determine the best option for you.

B) Can I order contact lenses without a prescription?

As per our terms and conditions, you agree to only purchasing the contact lenses for which you have a current and valid contact lens prescription. You also agree to a regular review with an Optometrist to ensure you have the best lenses for you in terms of performance and eye health. For those in Auckland, Vision-X can help you with this.

C) What is the delivery time?

Items in stock will be shipped the same day once payment is confirmed. Items that are not in stock may take up to 10 working days to be delivered. While we endeavour to deliver as promptly as possible, we cannot be responsible for delays with couriers or supply issues from distributors/manufacturers.

D) What is our return policy?

All products being returned must have been supplied by Vision-X; contact lenses or solutions must reach us in its original condition and packaging, be undamaged and have no markings on boxes/packaging. Contact lenses being returned must have a minimum expiry date of 1 year and still be a current product. Returns will not be accepted without prior approval by Vision-X. Contact lenses or solutions that have been opened cannot be returned for exchange or refund unless defective.

With a confirmed change in contact lens prescription, we may be able to exchange any unopened boxes for you.

Defective or faulty lenses may be returned for exchange or refund at no cost at all. This may require Optometrist and/or manufacturer assessment before being accepted for return or refund.

For faulty goods or if supplied incorrectly; we require you to contact us within 7 days of receipt. We would send you a pre-paid courier pack in which you can return the items.

We do not exchange, refund or accept returns on specially ordered contact lenses or custom-made products.

Any item that you are not happy with for any reason (and has been approved for return by Vision-X), can be returned within 7 days of receiving the goods. You would be responsible for the cost of returning the item to us by courier to our Auckland office.

E) What is the difference between what you are selling and what my Optometrist sells?

All products sold by Vision-X are genuine, sourced directly from the manufacturer/distributor exactly to the specifications recognised in New Zealand. We do not sell parallel imported product, those with short expiry or without verifiable shipment protocol. You can be assured that any product purchased from Vision-X will be identical to that prescribed by your Optometrist.

F) Do I have to place my order on your website?

Absolutely not. As an actual Optometrist with a physical store you can simply call us on 09 373 4879 and we can process your order over the phone or e-mail us at [email protected]. Having a physical store also allows direct pick-up which can often be a suitable option where there is concern over delivery time.

G) Do we do overseas deliveries?

We can deliver overseas, however an additional delivery charge and handling charge will apply, regardless of quantity purchased or amount spent. It is also possible you may be liable to pay additional import duties or taxes in your own country. Please contact us directly at [email protected] for further enquiries.

H) Do we deliver to P.O Boxes?

Yes we do. By Courier-Post only.

Shipping Rates:

We currently utilise the courier services of CourierPost and NZ Couriers, both endeavour to provide an overnight delivery service for orders in urban areas.

Urban Delivery over $120

Free shipping

Urban Delivery under $120

$5.00

Rural Delivery over $200

Free shipping

Rural Delivery under $200

$7.50

Note: Rural delivery may take up to 3 working days longer.

Overseas Deliveries: We can deliver overseas, however an additional delivery charge and handling charge will apply, regardless of quantity purchased or amount spent. It is also possible you may be liable to pay additional import duties or taxes in your own country. Please contact us directly at [email protected] for further enquiries.