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FAQs

Contents

Questions and Answers

Q. How can I access online ordering using my current Bausch & Lomb account number?
A. To access online ordering, click the Register Now button on the log in page. Fill in the appropriate account information and click Submit Application. You will receive a response within 24 hours.
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Q. Can I place orders or make amendments to patients who are on the Freshvision scheme?
A. No. For all Freshvision orders and queries, please contact Customer Services on 0845 6022 350.
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Q. Can I place Home Delivery orders direct to the patient?
A. Yes. After logging in, under Contact Lenses - Revenue on the left, choose the appropriate lens type. Click the Home Delivery link. If adding a new patient, click the Add New Patient button and fill in the appropriate information then click Continue. If ordering for an existing home delivery patient, enter the patient's last name in the patient search field. Choose the correct patient and click Search. Verify the existing information or make appropriate changes. Click Continue. Once on the order page, enter the appropriate prescription and click Add to Shopping Cart.
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Q. Will ordering online affect delivery times?
A. Placing an order online will not affect the delivery time. Please allow up to 5 working days for delivery.
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Q. Is there a delivery charge for online orders?
A. No, all orders placed online will be despatched freight-free, regardless of the size of the order.
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Q. If I place an order in error, is it possible to cancel?
A. No, once an order enters the system it will be shipped like any other order. Please refer to your current Price List for returns information.
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Q. How do I place a stock order?
A. After logging in, click the Contact Lenses - Revenue or Contact Lenses - Trial 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 Contact Lenses - Trial 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 contact customer service?
A. Customer service can be reached by clicking on the Contact Us link found at the bottom of the page. Options to call, email or write are provided.
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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 service using the options listed in the Contact Us link.
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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. How do I update my email preferences?
A. If you would like to discontinue receiving email notifications for your Bausch & Lomb orders and shipments, please click the 'Unsubscribe' link at the bottom of the corresponding email.
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