FAQs

Getting startedOrdering processDeliveryOrder timeSecurityAccount queriesOrders, cancellations & exchanges

Can I sign up even if I have an expired prescription?

Yes, you can register to access our online service however just as with traditional in-store contact lenses purchases, updated eye examinations must be completed before new lenses are dispensed.

Once you have registered, our validation process would indicate if your prescription is still valid. If your prescription is not, you will be prompted via email to renew your prescription.

When your prescription is updated, you can upload your new prescription so we may update your online account allowing online purchases.

What are the benefits of registering for this service?

Convenience
We at Eyewear Solutions understand that your time is important, and this service allows the convenience of ordering at any time and from anywhere with delivery straight to your door.

Ease of use
We make it simple to purchase your Contact Lens, Solutions and Sunglasses online in just three (3) easy steps.

Security
All information shared through Eyewear Solutions is data secured. Our website is approved by VISA and Mastercard for online transaction processing. Additionally, your credit card information is not stored on this website, nor does any of our staff have access to it.

Automated Notifications
You will receive automated email notification of your order throughout the transaction process.

How do I know if I’m registered?

When your registration is complete, an automated email confirmation would be sent to your sign-up email.

Not seeing an email? Check your spam folder as some email settings may place the messages there until you indicate it is not spam.

How long does the registration process take?

Once the request is submitted, the registration process would be completed in 24 business hours.

Do I need to register to use this service?

Registration is required for all online customers accessing this service.

Can I register at a Ferreira Optical branch?

In order to use the services of Eyewear Solutions, you must register online. You may ask our branch staff for support if needed.

Is there an age restriction on who can purchase?

Online purchases must be made by customers 18 years and over.

Can I purchase from the site if I’m not a Ferreira Optical customer?

Yes. Simply register and when your account has been activated, you will have access to purchase items.

For contact lenses, simply upload your prescription. Be sure all the details of the valid prescription are visible to ensure the correct contact lenses are applied to your account.

Please note, using an external prescription will not be cover you from any liability should you have challenges adapting to what was prescribed by your doctor.

What are special order contact lenses and how do I know if my order is?

Special order contact lenses are for customers with unique prescriptions or for items that are regularly stocked. These are ordered from Acuvue, Bausch + Lomb and CooperVision and as such would incur additional time to ship.

On the Checkout page, just before you place the order, you are notified which of your contact lenses are special order lenses by how long they will take to ship.

Do I need a credit card to purchase online?

Yes, we accept VISA and MasterCard.

Can I purchase at a branch and have it delivered to my shipping address?

Unfortunately, no this cannot be done. Presently the delivery service is exclusive to orders placed through the online store only.

Can I purchase online and pick up in the stores?

Yes, most definitely! Store pick-ups are also free of charge. You can choose the most convenient branch location to collect when checking out your orders. Just be sure to deselect shipping to another address.

Is there any price difference in the contact lenses offered online and at branches?

The retail prices of all items at the online store are the same prices you will pay at our Ferreira Optical branches.

I have a prescription for clear contact lenses but would like to order the coloured version, is that option available?

We are currently updating our online inventory to include coloured contact lenses. As soon as this is done and your prescription allows it, you will be able to order them.

How do I know if my contact lenses are available online?

While currently we only sell soft disposable lenses from Acuvue, CooperVision, and Bausch & Lomb. Part of your account is creation is the validation of your prescription and if your contact lenses are available, we will notify you via email.

How do I know which box is for my left or right eye?

Look for the circle sticker placed on the contact lens box. It will be located on the side next to your prescription and have an “L” for Left eye and “R” for your Right Eye.

What happens if you say the package was delivered but I did not sign as receiving?

All packages require a signature for receiving. If the package was delivered to your office but you did not sign for it, check with your company security or receptionist in the event it was signed on your behalf.

We will be able to provide you with the information of the person who collected.

Can someone collect the package on my behalf?

It is preferred that actual customer collects the package from the TTPOST courier. In cases where you require the package to be delivered at your home, anyone 18yrs and over with picture ID can receive the order. They will be required to sign as receiving.

My package was shipped but I missed the courier on both occasions and now I have to pick it up at TTPOST, do I get a refund on the shipping cost?

Once the package has been processed for delivery the cost has to be incurred.

My package was shipped but I was not available to collect, what should I do?

If the courier attempts delivery and it is unsuccessful, a card-to-call is left in your mailbox. You have 3 working days within which to call the TTPOST Customer Service Department to request another delivery (to the same address) or a re-routing of the package to a new address (e.g. workplace).

Upon a 2nd unsuccessful delivery the item is returned to TTPOST’s Piarco office and you have a further 3 days to call and come in to collect the package at their facility.

If no contact is made for collection, the package is returned to Ferreira Optical’s Head Office. A customer service representative would contact you to arrange collection accordingly.

Can I have my packages delivered to my office instead of a branch?

Yes, simply fill out the shipping address field and select “Local Delivery.” TTPOST will deliver your package(s) to the location indicated.

Does TTPOST accept cash or LINX on delivery?

As delivery fees are paid online during your contact lens purchase, no payment is required directly to the TTPOST courier.

Do I have to pay for delivery?

Yes, once you are requesting delivery to a location other than a Ferreira Optical Branch. Delivery cost is TTD40.00 per transaction.

Is delivery available anywhere in Trinidad & Tobago?

Your package can be delivered throughout Trinidad and Tobago through TTPOST Courier Services. Please note, as determined by TTPOST, deliveries are not in Upper Laventille and Beetham.

How long does it take for the order to arrive?

Stocked items will take 48 – 72 hours (2 -3 days) to be delivered. Customers in Tobago can expect delivery by an additional 2 days.

Regular, non-stocked items will take 72 – 120 hours (3 – 5 days) to be delivered. Tobago customers can expect 4 – 6 days.

Special order contact lenses will take 3-4 weeks maximum.

These times are not absolute as you package may be delivered before and in rare instances after the stipulated timeframes. When your order is shipped, you will be notified by email.

All deliveries to remote areas (eg. Valencia, Mayaro) will be done by the TTPOST’s transport network and will be an additional 2-3 days.

Who has access to my information?

Your information is accessed by our sales team to process orders and notify you of your order status. Credit card data is accessed by our banking institution through a secure payment gateway provider to process the financial side of your transaction.

What should I do if there is an unauthorized transaction on my account?

Immediately contact us to cancel the transaction. Further we recommend you change your log in password and keep the information in a secure location.

Is eyewearsolutions.com secure?

One of our focus areas is security of all your personal information. Our website encrypts your credit card number prior to transmission over the Internet using Secure Socket Layer (SSL) encryption technology.

While all transactions are encrypted and are in compliance with Visa, Mastercard, the Electronic Transactions Act and our banking institution, we do not save your credit card data to minimize the risk of your information being accessible for uses other than what you’ve authorized.

How do I retrieve my username or forgotten password?

Your username appears on all email notifications, just look for any of our previous emails to you.

If you forgot your password, click the retrieve password option under the sign in fields of the login page. You will be prompt to provide your username or email address and we will email you with your username and an option to change your password will be sent to you. Follow the steps provided and you will be able to change your password.

How long does it take for my credit card to be refunded?

All refunds would be credited to your credit card within twenty-four (24) business hours of the request. Monies may not appear on your credit card immediately because bank policies vary.

Can I get a full refund if I cancel my order?

Yes, we can issue a full refund to all cancelled orders once the package was not shipped.

If your item was shipped and there was a prescription error or damaged lenses, you will be refunded or your order replaced at no cost.

If your order was shipped however, and there is no issue with your purchase, all except the shipping fee will be refunded.

Can I cancel my order?

You have two hours after checkout to cancel an order, whereby any refunds will be issued on the next business day. If you do not cancel within the time frame would result in items being processed and shipped.

If I have a problem with my order, what should I do?

All orders come with a contact slip and should you have any problem with your order, contact customerservice@eyewearsolutions.com.
You can also go to your nearest Ferreira Optical branch will all contents of your package.

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