Happy Easter from Net Optical Australia!
Net Optical is open for orders and enquiries through the Easter holidays. Orders and enquiries made between April 1 and April 10 will be processed and answered after April 10 as we are having a short holiday while the lens manufacturers and couriers are slow over this time.
We hope you have a happy and safe Easter!
Contents
I have not worn contact lenses before. Can I order some from Net Optical?
To wear lenses you need to have them fitted and prescribed by your optometrist. During this process some lenses will be supplied. When you have successfully worn your lenses and need some more, we will be happy to supply your replacement lenses at an excellent price.
Do I really need an optometrist's prescription to wear coloured contact lenses when I can see perfectly well without glasses?
Yes , as a wrong prescription can damage a person's eyes. Also wearing and handling contact lenses incorrectly is dangerous. If you would like to know why, read on....
A contact lens prescription has two parts. The first is the vision correcting part and the second is the lens fitting part. If the vision is wrong you will have blurred vision and will have wasted your money. The vision part of a contact lens prescription can be different from a glasses prescription.
Lens fitting is very important. If the shape is too loose it will be uncomfortable, make your vision blurred and perhaps cause the lens to fall out regularly. If it is too tight it will probably feel OK but may cause eye damage with time.
Also if you get contact lenses and are not taught how and when to use them you may not figure out how to put them in and take them out, or may damage your eyes by wearing them incorrectly. Having a contact lens prescription means that your optometrist has explained to you how to use your lenses in a safe way.
How can you make your prices so much lower than the local optometrist?
By keeping our costs down. We only need to add a little onto the wholesale price for each box of lenses.
How does the referral reward system work?
Each customer has a referral code which is entered when an account is created. If this referral code is entered when another customer makes a purchase the referring customer will receive a $3 credit. Eg if you referred one person who buys lenses twice a year, you would receive 2 x $3 = $6 referral discounts each year. Or if you refer 5 friends who in total bought lenses 4 times a year, you would receive 5 x 4 x $3 = $60 worth of discounts each year.
If you were referred to Net Optical by a friend or family member, and you don't have their referral code you should contact them to find out what it is. They won't mind!
Referral discounts are only valid once the referred order has been paid for. If there are any questions or problems with a referral discount you must let us know before you process your order, as referral discounts are not given afterwards as a refund (but will wait for next time if you don't use them).
And as a final note, we would love to give a bigger discount for each referral but unfortunately our profit margin is such that we can only afford a small discount.
Need help with an order?
Just put your lenses in your shopping cart and use the contact us page with your question and your full name and email address. We can then look at your shopping cart so help us answer your question. If you are not a current customer you will need to create an account to so we can view your shopping cart.
How long has Net Optical been in business?
Since May 1999. Our new web interface was set up in November 2005.
Warranty Details for Defective Lenses
Disposable lenses are a mass produced item, and although quality control is in place, defects do occur. This is why all lenses come with a 3 month manufacturer's warranty. The occurrence of a defect is something like 1 in 500 lens boxes, so most likely you will never have a problem, but it is important to know what to do if it does happen.
If you have a defective box you will find one or more of the following will occur.
- The lenses will be very uncomfortable and not sit correctly when previous lenses of the same type have been fine.
- The vision will be blurred when previous lenses of the same prescription have been clear.
- The lenses in a pack will split or rip very easily.
What to do if you think that your pack might be faulty.
- Let us know straight away that you are having problems. If you have a problem and it is outside the 3 month warranty period, please let us know as we still might be able to do something to help.
- Keep all faulty lenses and all packaging. You will need to send all of these back if a warranty exchange is required. Manufacturers don't accept a warranty claim if we can't send them the problem lenses. If you have a problem and have thrown everything a way still let us know as there may still be something we can do to help.
- If it is discomfort or blurred vision, there is a chance that the problem can be your eyes. So give the eyes a rest from lenses for a day and try again. Try your previous lenses or some from another pack to see if these are any better. If the two different lots feel bad then it is possible that your eyes are the problem and your should see your optometrist. If only one lot of lenses are bad and the others feel fine, then the problem must be with the lens.
Warranty Postage charges.
If a warranty exchange is made you are responsible for sending the lenses back to us, and it is important to pack your lenses carefully. If they get damaged in the mail it gets much harder to get the manufacturer to do the warranty exchange.
We pay for the postage from us to the manufacturer and from the manufacturer back to us, and you are charged for the postage from us back to you (our normal flat rate of postage applies). If you are able to wait to have a warranty exchange with your next order, then no extra postage applies. Sometimes we can supply you with replacement lenses without you having to send anything to us. We will let you know if we can do this when you email and let us know the problem.
Expiration dates for Lenses and Solutions.
All lenses sold will have a reasonable expiration date (1 to 5 years). If you have a specific requirement for an expiration date please note this in the comments area when ordering. Eg Please ensure expiration date is no sooner than Jan 2009.
Solutions generally have 9 to 12 months before expiration. You can note any special requirements on your order also.
Expiration dates on lenses and solutions are written in the format YYYY/MM. So if your lenses have 201207 as the expiration date, this not 20/12/2007, it is June 2012.
Extended Warranty for Non-Disposable lenses
Some non-disposable lenses come with an extended warranty option. This covers against lens damage and prescription changes for 6 months. Each time this warranty is used a $15 postage and handling fee is charged to cover our postage to the manufacturer, from the manufacturer to us, and from us to you. It is not possible to add this warranty once the lenses are purchased.
Expected delivery times for orders
Lens orders usually arrive from the manufacturers in 1-3 working days following your order and we send them as soon as we receive them. Common powers of some lenses are in stock and these can be sent faster. The brands held in stock are Acuvue Advance, Acuvue Oasys, Proclear Spheres, PureVision, O2Optix, Focus Dailies 90-packs and Focus Night & Day.
Please note as of January 2010 Johnson & Johnson is very slow to deliver as they have had their lenses depleted by the Christmas rush. Many of their lenses are taking 1-2 weeks to be sent.
Going back several years we were always able to send your order the next day, even if we didn't have them in stock. Due to slow downs at the lens manufacturer's warehouses, and with their couriers, this is a happy exception rather than the rule. Even if we have been quick with your lenses in the past we recommend that you order your lenses 1-2 weeks before you need them, just to give you a buffer against any delays. We will always send your lenses to you the day they arrive at our office, or the same day when they are in stock.
It is also important to realize that lenses can sometimes go out of stock in Australia. This happens to about 1 in 50 orders and when this happens the lenses will often take 3 weeks to get to us rather than the 1-3 days. It is a small chance of this happening to you personally but again it is worth ordering your lenses a fair bit ahead of time so you are not caught out too badly if this happens to you.
We email you when your order is sent, and after 4 working days your order will be flagged as late and we will check on it and let you know the reason for the delay. You are welcome to contact us if you need an update on your order.
Postage times once your parcel has been sent.
Within Australia
Express Post is next day delivery to most locations Australia wide. Each parcel has a tracking number and can be traced if delayed. It is good for all addresses where you can give good and simple instructions for the courier in case the parcel does not fit in your letter box. Some examples of instructions are:
- Please leave at the front door if not home
- Please forward to post office and leave note if not home
Unfortunately the courier won't ring you if you are not home. If you live in a residential unit and you cannot leave instructions in case the parcel does not fit in your letter box, you should use registered post, or choose your work address.
Please let us know as soon as you can if your Express Post parcel is 2 days overdue so we can chase this up for you.
Registered Post is regular post which has been insured. If you are not home when your parcel is delivered a note will be left and the parcel will be forwarded to your local post office.
Registered Post delivery time for your parcel will be as follows.
Queensland - 1 to 2 days
New South Wales - 2 to 3 days
Victoria and South Australia - 3 to 4 days
Northern Territory - 2 to 4 days
Western Australia - 1 week
Tasmania - 1 week
Please allow longer for remote locations and let us know as soon as you can if your registered post parcel is 2 days overdue so we can chase this up for you.
Insured Airmail
For locations other than Australia we use insured airmail.
Parcel delivery times are as follows.
New Zealand - About a week
Other Locations worldwide - 1-2 weeks Please allow longer for countries with slow postal systems
Please let us know as soon as you can if your insured air mail parcel is 1 week overdue for so we can chase this up for you.
I have purchased from Net Optical on the old site. Have my records been transferred across to the new system?
Unfortunately no. The new web interface has a completely different data structure and your previous orders are not recorded on this system.
When you order from our new web site for the first time you will need to 'Create an Account' and enter your details. Then you will need to select your lenses and then go through the checkout process to make your purchase. When you have done this all your details are saved to make it easy for next time.
We still have your previous details on our records (off the web site site) and if you need to know what you have ordered we can email this to you.
Please note that orders will appear on the web site order history if you have placed them using the online ordering process. They will not appear if you order by email, fax or phone. We realize this is not ideal but is what we are stuck with at this stage.
- Log in to the site using the box on the upper right side of the screen. If you have not yet created an account on our new web site please see the question above this one.
- Press 'Repeat order' in the 'My Account Info' box on the top right, where the log in box was.>
- Click 'view' on the order you wish to repeat.
- Press 'Add to Cart' on the 'Order Information' page at the bottom right to add these products to your shopping cart.
- Click 'check out' to order them.
Important note: This system can only be use to repeat orders that you have ordered through the online ordering process. You cannot use this method if you wish to reorder an order placed by email, fax or phone (you have to select your lenses manually to repeat these orders). We realize this is not ideal but is what we are stuck with at this stage.
Pick-Up instructions. How to find us.
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You are welcome to pick up your lenses if you are in our local area and you would like to save on the postage cost. The office is open from 8:30am to 5:00pm normal business days (Monday to Friday, but not public holidays).
Our Address is as follows.
Suite 8 Kawana Professional Centre
134A Point Cartwright Drive
Buddina, Sunshine Coast, QLD 4575
Australia
You turn off the main road (Nicklin Way) onto Point Cartwright Drive. Go in the second driveway on the left and this is the Kawana Professional Centre. Park and go in the door, up the stairs and our office is on the right (Suite 8 - the serviced office section). Your lenses will be with Jackie or Jill at the front counter.
What are preferred supplier arrangements with optometrists?
Often when you ring your health fund they tell you to buy your lenses from a preferred supplier so that you get a larger rebate.
Here's how it really works.
A preferred supplier signs an agreement with a particular health fund to give all members of the fund a discount of 10% to 15%. For doing this the fund will refer their members to that supplier. The fund does not actually give you a larger rebate, but it seems like they do as the optometrist has given you the discount. This make the fund look good as your out of pocket expenses are less and the fund only has paid the normal rebate. The supplier is also happy to have the extra business.
So when buying your contact lenses you can go to a preferred supplier and save 10% to 15% or you can buy them through Net Optical and save 40%. So make sure you get a quote from any preferred supplier you use!
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