Frequently Asked Questions
Click a section below to see previously asked questions and answers:
ABOUT NET OPTICAL
About Net Optical
How long has Net Optical been in business?
The business has been offering contact lenses online since May 1999. And our new website launched in August 2017. The company has been Australian owned and operated throughout its history. Our entire business including Customer Service are based in Queensland, Australia.
How can you make your prices so much lower than the local optometrist??
By keeping our costs down and through the scale benefits of focusing solely on contact lenses. As an online company we have lower overhead costs compared to your local optometrist who must support the costs of a physical store. We are able to pass on these savings to you.
Wearing Contact Lenses and Prescriptions
Do I need a prescription to order contact lenses?
To wear contact lenses, you firstly need to have them fitted and prescribed by your Optometrist.
After you have been qualified for contact lenses, your Optometrist will take you through a ‘teach and learn’ induction on how to put in (and take out) your contact lenses, and you will provided with trial lenses to take home to test for comfort and correction.
Once you have finished your trial period, your Optometrist will book you in for a post-trial examination. Your eye health will be examined, and provided you and your Optometrist are happy with the results you have obtained during the trial period, you will be provided with a dedicated contact lens prescription for the exact product and parameters for your contact lens product. Once you have completed this process and have been prescribed contact lenses by your Optometrist, we will be happy to supply your replacement contacts.
Do prescriptions for contact lenses differ from prescriptions for glasses?
A contact lens prescription is very different from a spectacles/glasses prescription in a number of ways.
The first and most important way is in the content of the prescription. Whereas spectacles will usually make reference to the raw powers and parameters of the lens itself, a contact lens prescription needs to comprise not only the Power etc for the correction but also the exact lens material and dimensionality that comprises the lens.
The second difference between a contact lens prescription and a spectacles prescription is the degree of correction required. Because contact lenses sit directly on the eye, there is a shorter distance for the light to travel when refracting into your eye, compared with spectacles, which sit away from your eyes. Because of this, one or more of the parameters that power your contact lens may need to be adjusted from your spectacles prescription to provide an equivalent visual outcome.
Do I need a valid contact lens prescription?
Yes. As part of our Terms and Conditions, you must have a current, valid prescription for contact lenses (not spectacles/glasses) which relates to the exact contact lens product and parameters that you order.
What if my script has expired or I have a health question about my eyes?
Most contact lenses prescriptions are issued with no longer than an 18 month expiry, however this can vary depending on a number of factors such as how stable your script has been over time, and any eye-health related history. Regular health and visual acuity tests are important to your overall health and quality of life. They are an important service for early intervention and detecting signs of diabetes, glaucoma, and a range of other diseases. Regular eye examinations also ensure that you have the opportunity to receive an updated prescription in newer generation technology that will deliver the best visual and lifestyle outcomes for you as a contact lens wearer. If your contact lens prescription has expired, or if you have any questions about your eye health, you should revisit your Optometrist.
Do I really need an optometrist's prescription to wear coloured contact lenses when I can see perfectly well without glasses?
Yes. A wrong prescription can damage a person's eyes, as well as being dangerous to wear and handle contact lenses incorrectly. 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 okay 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.
If I’m in a private health fund, can I claim?
Yes, we are an Approved Provider with all the major private health funds in Australia. We are a 100% Australian-based company, and all of our product is sourced from the Australian divisions of the four major contact lens manufacturers.
After your order is placed, you will receive an order receipt with all of the detail that you will need to claim any relevant rebate on your contact lens purchase, including our ABN, relevant Provider Number, Item Number, and products ordered. Unfortunately there is no automatic way to have your rebate processed. Every health fund is different, but most will allow you to submit Optical Extras claims via their respective online portals, or alternatively, you can present your order receipt for processing at your health fund’s nearest physical branch.
What is your Provider Number?
Every registered Optical Provider like Net Optical has a Provider Number. Our Net Optical Provider number is included on all our invoices.
I’m not currently a private health fund member. How do I become one?
If you are not currently a private health fund member, you can find more information on the available options from this un-biased Private Health website from the Australian Government: http://www.privatehealth.gov.au/
How do I get a copy of my receipt?
You will receive a copy of your order receipt via email after you place your order, and will also receive a physical copy along with your order when it is shipped. If you misplace your physical receipt or your original email, you also have the ability to re-print your invoice by simply logging in to your Account.
What are the payment options and are they secure?
We offer two payment methods on our Checkout: (1) Credit Card; and (2) PayPal.
Our Checkout and entire website is secured and encrypted via SSL (Secure Socket Layer) and we do not store your credit card details after a transaction has been processed. For additional information on how PayPal protects you, please feel free to visit their website
What credit card types do you accept?
We accept Visa, MasterCard and American Express.
Are there any surcharges on credit cards?
No, we do not apply any surcharge on credit card payments, even on American Express.
Do I have to pay GST on contact lenses, solutions or eye drops?
There is no GST applicable on any prescription contact lens product sold on the website, however contact lens solutions and eye drops do attract GST. All prices listed on the website (where applicable) are GST-inclusive.
What if I need help to complete my Order?
We understand that contact lenses can be a little overwhelming. No matter what your question, we are here to help! Just call, email or complete the contact us page with your question and we’ll be happy to help.
How can I reorder my lenses?
Visit our site on your desktop, mobile or tablet then following these easy steps:
1. Choose Re-Order - Click the Re-Order or Existing Customer Log-in button, and enter your email address and password to log-in.
2. Select Your Last Order - Within your account you’ll be able to see your last order (and all your previous orders)
3. Confirm and Checkout - Your last order will be entered into the shopping cart with all the same details so you can check it and then confirm to checkout. That’s it!
And if you ever have any questions or problems ordering your contacts, you can always contact our Customer Service Team by phone, email or online chat to help complete your order.
What if I order the wrong lenses or my prescription changes?
For 365 days after your purchase you can return your contact lenses to us for a full refund. Your full contact lens order needs to be returned to us unused, undamaged and in the original packaging. Contact us so before returning your order so we can supply you with our reply paid postage details.
Within 5 business days of receiving and checking your returned product, we’ll process your product refund using the same payment method used for the purchase. The refund will exclude any delivery charges you paid to receive the order. And if you’d like new or replacement lenses, you can place a new order with us so we can get them to you as soon as we can. There are no exchanges.
How quickly will my lenses be delivered after ordering?
Common prescriptions of major brand are held in stock and can normally be dispatched on the same business day if the order is received by lunchtime. Once your order is dispatched, delivery is via Australia Post’s eParcel service which is 3-4 business days. Delivery is usually next-day to locations in Metro areas in the Express Post delivery network including Sydney, Melbourne, Brisbane, Adelaide, Perth CBD and Canberra.
What addresses do you deliver to?
We deliver to all valid residential, business, Australia Post PO Box and Parcel Locker addresses throughout Australia. Unfortunately we are unable to ship to addresses outside of Australia.
How much is shipping?
We make shipping easy to follow. Every order is shipped from our Australian distribution centre via Australia Post’s eParcel Express network. If your order is over $129, then shipping is absolutely free! If your order is under the $129 free shipping threshold, then Express Shipping is only a low $6.00!
What are Benefits of My Account?
My Account lets you see the status of your current order as well as storing the details of all your previous order information in one place. It makes reordering faster and easier as you don’t need to re-enter the information you’ve previously entered. You can also access receipts from past orders if needed for Health Fund claims. You can access your My Account information 24-7 on your desktop, mobile or tablet.
What do I do if I’ve forgotten my User Name or Password?
If you’ve forgotten your password, simply visit the Log In page and click the link to reset your password. This will trigger an email to the email address that relates to your Account.
If you can’t remember which email address you used to sign up for your account, simply contact us and we can advise you on which email was used or update this if it is no longer your primary email address.
What if I can't find the answer to my question?
You can contact our Customer Service Team by email, online chat or phone on 1800 787 767 from 9am-5pm AEST Monday to Friday, excluding public holidays.