top of page

ONLINE STORE FAQs

Order Support

Q: I was referred to this but I am not a patient. Can I still order?

A: Of course! Feel free to view items throughout our web store and begin to fill your shopping bag.  We ship anywhere within the 48 Continental United States and offer pick up in both offices. 

Q:   I just placed my order and realized I made a mistake (i.e. – duplicated an order, ordered the wrong item, etc.), how do I change my order?

A: Please email us at store@premiereyes.com or submit via the contact form with your name, order number, and issue and we will try to resolve it for you and make the necessary adjustments as soon as possible. Thank you!

Q:   I just placed my order and changed my mind. How do I cancel this order?

A: As long as the order has not processed, we will be able to cancel the order. Please email us at store@premiereyes.com or submit via the contact form with your name and order number and we will try to resolve it for you.

Q:   How do I make a return?

A: Because of the nature of these items, unless they arrive damaged or defective, we cannot accept returns. If there is an issue, please contact us at store@premiereyes.com or submit via the contact form with your name, order number, and issue and we will try to resolve it for you. You can read more about our return and exchange policy here

Shipping Support

Q: When will I receive my order?

A: Once your order processes, it will take 7-10 business days to arrive (unless you have selected expedited shipping – then 3-4 business days). We will send you status emails to notify you when your product has shipped.  

Q:   How much is shipping?

A: Shipping charges are determined based on the method of shipment, either Standard or Expedited.  The Shipping Methods and Cost will be included in the Checkout process. Please note that you can eliminate shipping costs by electing to pick up at either of our offices. 

Q:   Can you ship to a P.O. Box?

A: Yes! We use USPS and are able to ship to a P.O. Box.

Payment Support

Q: How are sales taxes calculated?

A:  Eliglible items shipped to addresses in Pennsylvania will be charged sales tax. Shipping costs are also taxed. Please note that eye drops and ointments are not eligible to be taxed.

Q: Can I pay by check?

A:  We do not accept checks as a method of payment for online orders.

Q: When will my credit card be charged?

A:  Your credit card will be charged after you have successfully completed your online order.

Q: Why does my credit card keep getting declined?

A:  When a declined message appears, this could mean a number of things. Check to make sure your card information was entered correctly, be sure your account is not over the limit, or your card is not expired. If your information was entered correctly and your card is not expired, please contact your bank.

Q: How secure is my credit card when ordering online?

A:  Detailed information regarding our security is under the Privacy Policy statement which is located at the bottom of each page of our web store.  None of your credit or debit card information is stored anywhere in our web store or website and payments are accepted through a secure portal.

Have a question that isn't listed? Please contact us at store@premiereyes.com.

bottom of page