Contact Lens Questions - FAQs

Frequently asked questions.

Pick a category to find important information and answers to common questions.


What's the difference between MyACUVUE® Pro and my ordering account?

MyACUVUE® Pro applies to acuvueprofessional.com only. MyACUVUE® Pro makes it easy to access and manage programs and services, including orderacuvue.com login. Plus, you'll get exclusive content that can help grow your practice, educate your patients, and more.

To create a MyACUVUE® Pro login I'm being asked for my ordering account number. Where can I find this?

You can get this 7 to 10 digit number from your product shipping invoice or by contacting your sales representative. To open an ordering account you can complete the downloadable form and fax it back to us, or you can call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

How can I update the address and phone number for my ordering account?

To update the information in your ordering account , you can use the online form on the Contact Us page, or you can call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

How do I open an ordering account with VISTAKON®?

To open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

How do I contact my Sales Representative?

If you have a MyACUVUE® Pro account, sign in here to be taken to the My Sales Rep tab. If you don't have a sales representative, please call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

How can I place an order for ACUVUE® Brand products?

To open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 800-874-5278 M-F 8am to 9pm EST. Once your information has been verified, you order products online at orderacuvue.com, by phone at 800-874-5278 (M–F 8am to 9pm EST) or by fax at 800-456-2733. For more details, please take a look at our Order Products page.

How do I set up an online ordering account?

If you currently place orders by phone or fax, please visit orderacuvue.com to create an online ordering account. If you need to open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

Where can I find my statement online?

You can find current and past statements (and invoices) at orderacuvue.com. If you don't have an online ordering account, please visit orderacuvue.com to create an online ordering account.

Who do I contact if I have a billing question?

For all inquiries about your statements or invoices, call Customer Financial Services at 800-876-6610 M-F 8am to 5pm EST. Or if it's past regular business hours, call Customer Service at 800-874-5278 M-F 8am to 9pm EST.

Can I pay my statement balance with a credit card?

Sorry, no. Credit cards are only accepted at the time of the initial product order.

Can I return unused products?

VISTAKON® will accept and credit the original purchase of returned product provided the unused product is received in its original and unopened package. Please take a look at our Returns Policy page for details.

How can I get assistance fitting ACUVUE® Brand products?

For help fitting any ACUVUE® Brand contact lens, please contact our Consultation Team at 877-334-3937 M-F 8am to 8pm EST.

Where can I find the specifications for ACUVUE® Brand products?

You can download the Lens Specifications pdf from any product page, the Products Overview page, or you can download it now (5.38 MB).

What lens care solution should I recommend to my patients who wear ACUVUE® Brand Contact Lenses?

Any U.S. Food and Drug Administration (FDA) approved soft contact lens solution can be used with all ACUVUE® Brand Contact Lenses.

Are 1-DAY ACUVUE® TruEye® Brand Contact Lenses being discontinued?

No, but they are changing. 1-DAY ACUVUE® TruEye® Brand Contact Lenses are now made with the lens material narafilcon A, replacing narafilcon B. They still deliver the exceptional comfort patients are accustomed to, but now with a wider range of parameters. Availability of 1-DAY ACUVUE® TruEye® Brand with narafilcon B will not be guaranteed after December 31, 2013.

 

When a patient’s current supply of 1-DAY ACUVUE® TruEye® Brand Contact Lenses runs out, do they need to be fit with the new version?

Yes. Patients who want to keep wearing 1-DAY ACUVUE® TruEye® Brand will need to be refit to the new version made with narafilcon A.

 

How do I access the Money Back Guarantee form?

You can either download the form or direct your patient to fill out the online form at acuvue.com/money-back-guarantee.

What is the ACUMINDER® Tool?

ACUMINDER® is a free lens care service designed to help your patients remember when to change their contact lenses, buy a new supply, and set up an annual eye exam. For more details on how ACUMINDER® can help grow your practice, please take a look at the ACUMINDER® page.

What is the Find an Eye Doctor Locator map on Acuvue.com?

The locator map gives prospective patients in your area who are looking for ACUVUE® Brand Contact Lenses a convenient way to find and contact your office. Your listing can include languages spoken at your practice, accepted insurance, hours, and more. For more details, please visit the List Your Practice page.

What is ODLean™?

ODLean™ is a consulting service that addresses the totality of an optometric practice. With guidance from ODLean™ you'll be empowered to increase patient traffic, improve patient experience, increase staff satisfaction, practice productivity, and realize greater profitability. For more details, take a look at the ODLean™ page.

Does VISTAKON® offer online CE credits?

Sorry, we don't offer continuing education credits. But through THE VISION CARE INSTITUTE®, LLC (TVCI) students or practicing optometrists can gain skills and knowledge to help them advance in the field of optometry. To learn more and see a current course schedule, visit the TVCI page.

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Link to orderacuvue.com

Access your orderacuvue.com account through MyACUVUE® Pro.

Log in to link your MyACUVUE® Pro to orderacuvue.com.

Don’t have MyACUVUE® Pro? Register.

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Are you sure you want to cancel your subscription?

You will still be responsible for any fees contracted or accrued on your account, and there are no refunds. You may continue to use your services until your contract end date on [SERVICE END DATE].

How many subscriptions do you want to unsubscribe from?[COMBO LICENSES]

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Why are we replacing UPP?

We are discontinuing UPP in order to renew and continue our commitment to advocate for the doctor-patient relationship and against legislation that threatens to deregulate the industry and undermine patient health.

We introduced UPP in 2014, and today a majority of patients are paying less for their ACUVUE® Brand Contact Lenses than two years ago. Since 2014, there have also been significant legal and legislative challenges to UPP across the country that are distracting our focus on emerging issues that could lead to deregulation of contact lenses. Proponents of deregulation advocate for harmful policies, such as online prescribing of contact lenses and extending contact lens prescription expiration limits. Opposing these efforts requires our undivided attention. 

Our new ACUVUE® Rewards Program replaces UPP and provides similar benefits—affordability, access, and patient retention.