FREQUENTLY ASKED QUESTIONS (FAQs)
DOES WESTERN BIOTECH (OCYVISION) PROVIDE EYE EXAMINATION AND LENS FITTING SERVICES? CAN WESTERN BIOTECH ALSO ISSUE A CONTACT LENS PRESCRIPTION FOR ME?
No. Western Biotech is a distributor (seller) of our Ocy brands of contact lenses. We are not licensed to conduct eye examinations or lens fittings, and we cannot issue a prescription for a patient. Please contact your local eye care professional for these services.
Please note that by law, “Prescriber” means, with respect to contact lens prescriptions, an ophthalmologist, optometrist, or other person permitted under State law to issue prescriptions for contact lenses in compliance with any applicable requirements established by the Food and Drug Administration. “Other persons,” for purposes of this definition, includes a dispensing optician who is permitted under State law to issue prescriptions and who is authorized or permitted under State law to perform contact lens fitting services.
Please see PRESCRIPTION.
WHO PAYS FOR MY ANNUAL OR BI-ANNUAL EYE EXAMINATION AND LENS FITTING FEES?
You do. You are responsible for taking an online vision test or setting up an appointment to see your eye doctor, consulting with your doctor about our brands of contact lenses, obtaining a valid prescription and paying for your doctor’s fees. We do not add this expense to the price of our contact lenses and are able to keep your costs low, passing on the benefit directly to you.
WHAT SHOULD I DO IF I ALREADY HAVE A COPY OF A VALID CONTACT LENS PRESCRIPTION BUT CANNOT FIND IT?
If you already have a prescription but you cannot find it, you can simply give us some basic information regarding that prescription and we are more than happy to contact your prescriber to verify the prescription information in your records on your behalf. Please note that if your prescription record shows that your doctor previously prescribed you another brand of contact lenses, you will need to update your previous prescription by consulting your doctor about our brands of contact lenses. By law, we cannot sell our Ocy contact lenses to you until your eye doctor prescribes one of our brands of contact lenses to you.
HOW OFTEN DO I NEED TO RENEW MY CONTACT LENS PRESCRIPTION?
In general, a contact lens prescription expires in 1 year, or in some States 2 years, from the issuance date. This means you need to visit your eye doctor regularly before your prescription expires in order to renew it. Otherwise, your current prescription will expire and we will not be able to deliver the contact lenses to you.
Once you become our customer, we can assist you by reminding you when the expiration date is approaching and notifying you before your prescription expires.
I SUBSCRIBE TO PURCHASE OCY CONTACT LENSES. WHEN MY PRESCRIPTION EXPIRES, CAN I CONTINUE TO BUY AND RECEIVE A DELIVERY OF CONTACT LENSES FROM WESTERN BIOTECH?
No. By law, we can’t sell and deliver our contact lenses to you without a valid prescription in your record.
WHAT SHOULD I DO IF MY EYE DOCTOR DECLINES TO PRESCRIBE ONE OF THE OCY BRANDS OF CONTACT LENSES FOR ME?
Each eye doctor may have a different opinion and preference regarding contact lens brands and we fully respect your doctor’s decision. However, if you feel differently, you are allowed by law to seek a second opinion from another eye doctor to confirm this decision. By law, you have THE RIGHT TO CHOOSE.
Please see KNOW YOUR RIGHTS. KNOW THE LAW.
WHAT ARE THE CONDITIONS ON YOUR “THREE BOXES FREE” PROMOTION?
As a token of our appreciation, when you first become one of our members, you will not be charged for the 1st, 11th and 12th 30-pack boxes of contact lenses that you order. However, you are still responsible for your orders’ shipping costs and taxes (if there are any).
The “Three Boxes Free” offer is for first-time members and for a limited time only. Each member is entitled to this promotion only once in their lifetime.
The “Three Boxes Free” offer does not include the 2-pack boxes of contact lenses; and if your first order is for a 2-pack box, you will still be charged as usual.
The 1st, 11th and 12th free boxes will be determined based on the cumulative count of the 30-pack boxes of contact lenses that you have purchased from us since the inception of your account, not on the number of orders. You can pause your order at any time and your count will continue when you return to place your order again. The count will not include orders for other merchandise, including the 2-pack boxes, 10-pack boxes or other products.
To receive this “Three Boxes Free” offer, you must first become a member by creating an account with us, submitting a valid prescription and successfully placing your first order with us. Please note that your prescription must pass our verification process before you can place an order to buy our contact lenses. We will notify you immediately if your prescription fails to pass our verification process.
In very rare circumstances, the products you order may occasionally be fresh out of stock. Should this happen, we need to wait for the next supply to arrive before we fill your order and can send you the free contacts, as promised. In this case, we apologize for any inconvenience.
To enjoy the “Three Boxes Free” benefit, there is no commitment nor obligation for you to make any future purchase. After receiving your first free 30-pack box of contact lenses, you may choose to pause your purchase temporarily, cancel your membership or terminate your subscription at any time. As mentioned earlier, your count of contact lens boxes will continue when you return to order from us again. Please note that, in case of subscription, you will need to notify us of your wish to cancel your subscription before the next shipment is dispatched; otherwise, you will need to return the product and incur a return shipping expense.
Please see Return & Replacement Policy.
The “Three Boxes Free” promotion is for your personal benefit only. You cannot transfer or sell your right to these benefits to someone else or return the free boxes to us for a cash refund or replacement.
Since the contact lenses that you will receive under this promotion are free of charge, sometimes, they may come in a packaging container that is different from the standard packaging you would see when you make a normal purchase.
The “Three Boxes Free” offer is for limited time only. We reserve the right to end this promotion at any time or change their conditions without prior notice.
IN THIS “THREE BOXES FREE” PROMOTION, AM I REQUIRED TO SUBSCRIBE WHEN I MAKE A PURCHASE? IN OTHER WORDS, CAN I CHOOSE TO MAKE A ONE-TIME PURCHASE AND STILL ENJOY THE OFFER?
As a new, first-time member, regardless of your ordering method (either a one-time purchase or a monthly subscription), you will be entitled to receive the “Three Boxes Free” benefit as long as you satisfy the above requirements. Please note that the “Three Boxes Free” offer covers only the 30-pack boxes of Ocylens contact lenses and do not include shipping costs and taxes which are still your responsibility.
WHAT DO I NEED TO SPECIFY IN MY ORDERS TO ENJOY MY “THREE BOXES FREE” BENEFIT?
Please enter your information in our online order form as you normally would when making an order for contact lenses. Under the Order Method, you can choose either a one-time purchase or a subscription of your choice. In the order summary, you will see a normal product price, but our operation team will review your order after its submission and manually adjust the price should you be entitled to the “Three Boxes Free” benefit.
IN YOUR “THREE BOXES FREE” OFFER, WHO PAYS FOR TAXES AND SHIPPING COSTS?
You do. In your “Three Boxes Free” orders, you will not be charged for the 1st, 11th and 12th 30-pack boxes of contact lenses only. However, you are still responsible for taxes and shipping expenses.
Please see Shipping Information.
WHAT ARE THE DIFFERENCES BETWEEN YOUR MANY BRANDS OF CONTACT LENSES?
Please see OUR PRODUCTS.
HOW DO I PUT ON CONTACT LENSES?
Please consult your eye doctor or an optician for their advice. We also have a graphic instruction for your reference.
Please see Patient Instruction Guides.
IF I PLACE AN ORDER AND THEN CHECK OUT OF THE SYSTEM, CAN I MAKE CHANGES TO THE ORDER THAT I JUST PLACED?
Yes, you can still change or cancel your order as long as we have not shipped your products. Once your shipment has been processed, you can’t amend or cancel your order. However, according to our Return & Replacement Policy, you are still able to return your shipment to us for a refund or replacement within 30 days while absorbing the cost of shipping and taxes.
Please see Terms of Service.
WILL YOU ALWAYS FILL THE PRESCRIPTION AS ORDERED BY A CUSTOMER?
No. Two possible reasons are:
- If we run out of stock or the product that you ordered has been discontinued.
- We reserve the right to not sell contact lenses to some interested buyers. For example, some buyers might have had a bad purchase record with us in the past. This could be the result of using a false identity, having overdue payment or outstanding debts. Some customers may have ill intentions when placing an order with us and there might be some legal reasons for us to decline to sell to certain groups of buyers.
Please see Terms of Service.
WHAT HAPPENS WHEN I PLACE AN ORDER BUT THE PRODUCT I WANT IS OUT-OF-STOCK?
First of all, we apologize when this happens. We try our best to keep our inventory well-stocked to meet the demands of our valued customers. However, due to a large amount of interest, we occasionally do run out of stock of certain popular brands and models. When that happens, we will immediately notify all our customers with a message on the website or via an email. Our manufacturers will try to speed up our production and when the supply arrives, we will immediately inform you.
HOW DO I CANCEL MY ORDERS?
You can always cancel or change your order, as long as it’s not been shipped, by logging into your account, selecting the order that you wish to cancel and clicking on the ‘Cancel’ button. An order cancellation email will then be sent to you to confirm this action.
However, if you cancel after the order has already been shipped to your address, you would need to receive your shipment and return it to us within 30 days of the shipping date for a full refund on the price of the products. You will be responsible for taxes, the original shipping and the return shipping cost. Please allow us a few days to process your return request after which we will credit your account.
HOW OFTEN DO THE PRICES OF YOUR CONTACT LENSES CHANGE?
Not very often. As we pride ourselves on high-quality contact lenses with competitive prices, we will do our best to keep our product prices as low and stable as possible.
However, when we really need to change the prices of our contact lenses, we will normally make an announcement on our website prior to the price adjustment in order to give you enough time to decide whether you still want to continue your order with us. We reserve the right to change prices of all our products, and our terms and conditions, without prior notice.
If you order by subscription, you will enjoy the current price and will not be affected by the price change until the end of your subscription period.
Please see Subscription Policy and Terms of Service.
WHERE CAN I BUY OCYLENS AND OTHER OCY PRODUCTS?
Due to the coronavirus outbreak in 2020 which took place initially in the Washington state where our main office was located, we have made a difficult decision by discontinuing our sale and operation indefinitely in the US market starting Jan 2020. This means currently you can no longer order and purchase Ocy products, including Ocylens, in the US.
However, our products, i.e. Ocylens and its family of soft contact lenses, are still available for sale in many countries outside the US including Taiwan and Thailand. Please contact our local subsidiaries in each country for more details on how to place an order. Thank you very much for your supports and understanding.
WHAT IS YOUR POLICY ON SUBSCRIPTIONS?
Please see Subscription Policy.
DO I GET NOTIFICATIONS WHEN MY CONTACT LENSES SHIP?
Before we ship your contact lenses, we will send you an email with the shipping tracking number and the details of your contact lens shipment. You will also be notified if you cancel your subscription, if your preferred item is temporarily out of stock, or if your product is discontinued.
DO YOU OFFER FREE SHIPPING?
If your order is more than US$50 per shipment, we are happy to waive the shipping fee.
Please see Shipping Information.
WHEN I PLACE AN ORDER ONLINE, YOUR SYSTEM REQUIRES THAT I ATTACH A PRESCRIPTION AS WELL AS ENTER MY CREDIT CARD NUMBER. WHEN EXACTLY WILL I BE CHARGED FOR MY ORDER?
Your order will not be accepted until we have verified that your prescription is valid, and your credit card will not be charged until we complete the contact lens prescription verification process. This may take a week for your first order, or for a renewed prescription.
After we have verified your prescription, we will send an email to you to inform you of the status. Your order will then be processed, and your credit card will be charged before we ship your order to your address.
DO YOU ADD A SURCHARGE IF I PAY BY CREDIT CARD?
No. We accept all major credit cards and there is no additional charge.
HOW SECURE IS YOUR PAYMENT SYSTEM? IS MY CREDIT CARD INFORMATION SAFE?
We use Stripe as our credit card processor. We do not store your full credit card number or CVC code after we submit it to Stripe. Stripe does store and protect this information. They are a major credit card processor and they specialize in handling this type of information. You can find out more about Stripe and their PCI compliance on their website. https://stripe.com/
DID YOU STORE MY CREDIT CARD INFORMATION? HOW DO I DELETE IT?
We do not store your full credit card number or your CVC code. We do store the last 4 digits of your credit card and some other identifying information such as the card expiration date. Stripe, our credit card processor, stores the necessary information to charge your card and provides us with an ID to request a charge on that card again in the future. In your subscription orders, when our system automatically reorders the contact lenses for you without you having to re-enter your credit card information, we are submitting a charge request with this ID to Stripe. We are not re-submitting your credit card details. If you would like us to remove a credit card as a payment method from your account, please log into “My Account”, remove your old credit card number and replace it with new credit card information.
WHAT IS YOUR POLICY ON A RETURN, EXCHANGE OR REPLACEMENT OF MY ORDER?
Please see Return & Replacement Policy.
HOW DO I MAKE CHANGES TO MY PERSONAL PROFILE?
You can make all sorts of changes to your personal profile on your “My Account” pages. Make sure to save your changes when you are done. Here’s what you can do.
- Upload your latest prescription.
- Update your billing and shipping address.
- View your past orders.
- Cancel your subscription (auto reorder).
- Update your payment information.
AFTER WEARING MY CONTACT LENSES, WHAT SHOULD I DO IF MY EYES BECOME IRRITATED, I EXPERIENCE DISCOMFORT OR SUFFER A SERIOUS HEALTH INJURY? CAN I CLAIM FOR THE DAMAGES?
We pride ourselves on the top quality of our products. Our contact lenses are manufactured by certified manufacturers with many years of experiences in high quality contact lens production. Patients in several countries around the world have been wearing contact lenses produced by our partner manufacturers for decades. All of our products are certified by the US FDA and other respectable international organizations such as the ISO, GMP and CE to ensure that we have met quality and safety standards in our manufacturing.
We are highly confident that such an incident will not take place. However, if for some reason you do experience discomfort, irritation or suffer any injury or health issue, please stop using our contact lenses immediately. Your health and happiness are paramount. If your health conditions do not improve, please visit your eye doctor.
You can return unopened lens packs to us for a full refund, excluding shipping and taxes. If you suffer from a personal injury which can be proven to be caused by our products, please notify us immediately and we will coordinate with our manufacturers to file a claim with the insurance company for you. Our products are covered by a warranty.
Please see Terms of Service.
