FAQ overview

Questions

Products

• How do I Return an Item?
• I cannot add a lamp to my cart, why?
• Why can't I buy a magnifier from you?
• Why can't I see the price for an item?

Customer

• Can I checkout as a guest?
• Can I pay by check?
• Can I pay with a Purchase Order?
• Can I sign up for the newsletter without creating an account?
• How do I change my password?
• How do I login?
• I am a Professional and resell your items, why am I being charged tax?
• I am paying by credit card but need to reference a purchase order number too. How can I do that?
• I have a voucher card or discount code, how do I use it?
• Is there a way to add notes for each item on my order?
• What should I do if my password is no longer working?
• When should I expect my package?

Answers

Can I checkout as a guest?

Because we sell to both end users and professionals at different price points we are unable to offer guest checkout. We do realize that your personal information is private and work hard to ensure that your personal information is protected both online and in our facility.

Can I pay by check?

Yes, ShopLowVision.com accepts payment by check. You can select this option during check out. Your order will be held until we receive payment at our office. Mail your check to: ShopLowVision.com, 3030 Enterprise Court, Suite C, Vista, CA 92081

Can I pay with a Purchase Order?

Purchase orders are accepted as payment from professional accounts only. You must complete a credit application and be approved by our accounting department for credit terms before a purchase order will be accepted. Please call our Customer Care Team at 800-826-4200 for more information about setting up credit terms.

Can I sign up for the newsletter without creating an account?

Yes. Scroll to the bottom of any page on ShopLowVision.com and find the box a the bottom right labeled "Sign up for our newsletter". Enter your email address in the box and click "Subscribe". You will be added to our mailing list.

If you change your mind and no longer wish to receive our newsletters once you begin receiving them, you can unsubscribe by clicking a link at the bottom of the newsletter at any time.

How do I change my password?

Once you are logged in, you can select "My Account" from the top right of the screen. Then select the "Change Password" link under Contact Information where your name and email address appear.

You can also call our Customer Care Team at 800-826-4200, to help you reset your password.

How do I login?

You click LOG IN at the top right of the screen. Type in your email address and password. If this is your first time purchasing you will need to select "create an account" from the log in page and fill in the requested information.

Eye Care Professionals are eligible for wholesale discounts. If you are an Eye Care Professional logging in for the first time, please call our Customer Care Team at 800-826-4200, to have your discounted pricing connected to your account.

How do I Return an Item?

If for any reason you are not satisfied with your ShopLowVision.com purchase, simply return the product(s) within 30 days of the invoice date. Please follow the below steps for an easy return of your product(s). This information is for returns of Daily Living Solutions and Professional products.

1. Please call 800.826.4200 to be issued a Return Merchandise Authorization (RMA) number prior to returning the product. The RMA number must be clearly marked on the outside of the box.
2. All returns should be insured and proof of delivery obtained from the carrier of your choice such as UPS or FedEx and sent to:

ShopLowVision.com, 3030 Enterprise Court, Suite C, Vista, CA 92081

Some exceptions and conditions apply. Please see our Return Policy for details or contact our Customer Service Deparment at 800.826.4200.

I am a Professional and resell your items, why am I being charged tax?

ShopLowVision.com must verify that you qualify for tax exempt status. We require documentation of your tax exempt status. Please call our Customer Care Team at 800-826-4200, to resolve this problem. If we already have your documentation, the team will be able to adjust your online account quickly so you will not be charged tax in the future. If we do not, your account will be updated as soon as we receive your documents.

I am paying by credit card but need to reference a purchase order number too. How can I do that?

In the check out process under step three, Shipping Method, check the box marked "Add Gift Options". You will be able to add a note for the entire order. Enter your PO number here. It will be referenced on your order, invoice and packing slip. Then continue the check out process and select the credit card option.

I cannot add a lamp to my cart, why?

Some of the lamps we offer are subject to a $10.00 shipping fee because they are oversized or over weight. To be sure you are aware of the additional shipping charge for these items, you must acknowledge the charge prior to adding the item to your cart. To acknowledge this charge check the box marked "Flat Rate (Lamp) +$10.00" located on the product page below the image of the product. Below the charge is a second field for you to indicate the number of lamps you are purchasing. Fill in the quantity and then click the blue "Add to Cart" button.

If the additional shipping charge box does not appear the lamp is not subject to the additional shipping rate for oversized or over weight items.

I have a voucher card or discount code, how do I use it?

Click the blue "My Cart" button at the top right of the screen. Your selected products will be listed here. Below them in the middle of the page you will find a box labeled "DISCOUNT CODES". Enter your code here and click "Apply Coupon". You will see your order total change based on the terms of the voucher or discount. If your code is invalid you will see a red box above the items in your shopping cart that says "Coupon code "______" is not valid". Please check that you entered the code correctly and that it has not expired. If you continue to have trouble with it please call our Customer Care Team at 800-826-4200 for assistance.

Is there a way to add notes for each item on my order?

Yes, you can add a gift message for each product in your order. In the check out process under step three, Shipping Method, check the box at the bottom of the section marked "Add Gift Options". You will be able to add a message for the entire order or for each product. These notes will be included on your packing slip beside the product indicated.

What should I do if my password is no longer working?

First, please double check that your email is correct.

If you forgot your password you can reset it by selecting "Forgot Your Password?" on the log in page. You will need to enter your email address. An email will be sent with directions on resetting your password.

You can also call our Customer Care Team at 800-826-4200, for assistance in resetting your password.

When should I expect my package?

If your order for an in stock item was placed by 1:00 pm Pacific Time, it will be shipped from our warehouse the same day. All in stock orders placed after 1:00 pm Pacific Time will leave the next business day. Your package will be shipped by the best method possible for your location and type of shipping requested. Standard ground shipping takes up to 5-7 business days depending on your location. For more information please see our shipping policy.

Why can't I buy a magnifier from you?

ShopLowVision.com offers optical products to professional accounts only. If you are an eye care professional your account may need to be approved so that your wholesale pricing appears when you log in.

If you are a consumer and are attempting to purchase an optical product including magnifiers, telescopes, spectacles, and loupes, you will not be able to see the pricing for that product even when you are logged in. You will only be able to see the retail price for products available directly to you through ShopLowvision.com. Optical products are not available directly to you without a prescription. If you do not have an eye care professional please call our Customer Care Team at 800-826-4200 to find one near your home. We recommend that all consumers consult their eye care professional to ensure that you select the correct product for your needs.

Why can't I see the price for an item?

In order to see the price on optical products, also called Products for Professionals, you must log in. Only Eye Care Professionals will be able to see the prices for optical products once logged in. If you are an Eye Care Professional who would like to sign up for a professional account please call our Customer Care Team at 800-826-4200 to connect your wholesale pricing to your online account.

ShopLowVision.com sells both daily living aids and optical products from our website to end users and Eye Care Professionals. We believe it is important for our customers to seek the assistance of an Eye Care Professional before purchasing an optical product such as a magnifier or spectacles to ensure you are selecting the best product for your needs. For this reason we do not sell many optical products directly to consumers. If you need more information about this policy please contact our Customer Care Team.