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FAQs

Contents
How do I return sealed exchange Stock, or send in a contact-lens for analysis? Can I open an Bausch + Lomb account online, or how do I proceed? How can I access online ordering using my current Bausch + Lomb account number? What should I do when I log on for the first time? How do I place a stock order? How do I place a trial order? How do I check on my order? How do I log in and out of my account? How do I change/update my order or shipping address? How do I contact customer service? What do I do if I forgot my password? How do I update my account information? How large can my order be? Can Optima Toric 2 packs be ordered on line? How do I update my email preferences? How do I check my account statement? How do I order a fit set for contact lenses? How do I order Point of Sale material?

Questions and Answers

Q.	How do I return sealed exchange Stock, or send in a contact-lens for analysis?
A.	Please review our Credit Returns Policies here first. You can open and return the online form, by clicking here. You need to return this form via e-mail to ordersa@bausch.com. Our Customer Services Department will then contact you back with a reference number (RMA) and courier collection details.
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Q.	Can I open an Bausch + Lomb account online, or how do I proceed?
A.	Please complete the account application forms by hand, and return it to us via fax +27 (11) 372 5605.
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Q.	How can I access online ordering using my current Bausch + Lomb account number?
A.	All active account holders have already been registered. Please contact Customer Services for an activation password. You may then change it here.
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Q.	What should I do when I log on for the first time?
A.	There are a few things that you should know about when loggging on for the first time: Please ensure you bookmark the page for easy access. Please note that six incorrect login attempts will lock the User ID with a "page error" message when attempting again. You would need to contact our Customer Service Department for assistance by either e-mail or per phone at +27 (0) 11 372 5600. After login, check that your correct trading name and account number appears at the top of the page. You may want to change or reset your password at this time. Please also verify your shipping address in the shopping cart check-out section by adding an item to the shopping cart, and viewing the cart. Please note that a maximum number of items for each product is specified. If you receive an error message you may need to place it under a new reference in the shopping cart or re-check that you have entered the correct amount for an item.
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Q.	How do I place a stock order?
A.	After logging in, click the BILLABLE LENSES or TRIAL LENSES link on the left. Choose the appropriate lens type. Click the Stock Order link. Fill in any additional information needed. The stock order grid will then appear. Fill in quantities and click Add to Shopping Cart. Order limit is 100 lines.
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Q.	How do I place a trial order?
A.	After logging in, click the TRIAL LENSES link on the left. Choose the appropriate lens type. Choose the Patient Order or Stock Order button. Fill in appropriate information and click Add to Shopping Cart.
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Q.	How do I check on my order?
A.	To check your order, click on the Order History link at the top of the page. Search your order using any one of the options listed. Click on the order number link to open the details.
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Q.	How do I log in and out of my account?
A.	The log in and password fields are located on the Login page on the left hand side. To log in, enter your User ID and Password and slick Submit. To log off, click the Log Off link located on the top of the page.
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Q.	How do I change/update my order or shipping address?
A.	Orders can be changed or updated at any point before checking out. To change a delivery address, please contact Customer Services.
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Q.	How do I contact customer service?
A.	Customer service can be reached by clicking on the Contact Us link found at the bottom of each page.
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Q.	What do I do if I forgot my password?
A.	Click the Forgot Your Password link if you have forgotten your password. Enter your email address and you will be notified by email with your password.
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Q.	How do I update my account information?
A.	To update any account information, click the My Account link at the top of the page. Changes to a telephone number, password or email address can be updated here. Once the information is updated, click Submit. If the account address needs to be changed, please contact Customer Services.
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Q.	How large can my order be?
A.	There is a limit of 100 lines per order.
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Q.	Can Optima Toric 2 packs be ordered on line?
A.	Optima Toric 2 packs are not available for Web ordering. Please call Customer Services at (011) 372 5600 to place your order or click here.
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Q.	How do I update my email preferences?
A.	If you would like to discontinue receiving email notifications for your Bausch + Lomb orders, un-check the I would like to receive order confirmation emails option on the My Account page.
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Q.	How do I check my account statement?
A.	Statements cannot be viewed on this site. For more information, please contact our Credit Department on (011) 372 5600 or click here.
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Q.	How do I order a fit set for contact lenses?
A.	Please navigate to the Contact Us link at the bottom of this page and choose the territory manager for your area to contact.
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Q.	How do I order Point of Sale material?
A.	Please click here to email a request to Customer Services.
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