Contact Lens Ordering FAQ

How do I order contact lenses from i-contacts?

Select your contact lens brand and pack size, then enter the prescription details for each eye. Add the required quantities to your cart and complete checkout.

Please check the brand, lens type, base curve, diameter, power, cylinder, axis, and addition before submitting your order.

Can I order different prescriptions for my left and right eyes?

Yes. Most customers have different prescription details for each eye. Enter the right-eye and left-eye details separately on the product page.

You can also order a different quantity for each eye if required.

Can I reorder contact lenses I have purchased before?

Yes. Log in to your account and use your previous orders or the quick re-order option. Please check that your prescription and contact lens brand are still current before completing the order.

Can I order contact lenses without creating an account?

An account is normally required so that we can process your order, provide tracking, retain your order history, and make future reordering easier.

Can I change or cancel my order?

Please contact us as soon as possible. We can usually change or cancel an order if it has not yet been processed or dispatched.

Once an order has been dispatched, changes may no longer be possible.

Do I need a contact lens prescription to order?

You should only order contact lenses that have been prescribed for you by a registered optometrist or other appropriately qualified eye-care professional.

A contact lens prescription is different from a spectacle prescription and includes details such as the lens brand, base curve, diameter, and contact lens power.

Can I use my glasses prescription to order contact lenses?

Usually not. Glasses and contact lens prescriptions can differ because contact lenses sit directly on the eye and need to be fitted correctly.

Use the contact lens prescription supplied by your optometrist.

Can you check my prescription?

Yes. You can provide your optometrist’s details during checkout or reply to your order-confirmation email with a copy of your current contact lens prescription.

Please note that this is a check of the information supplied and does not replace an eye examination or contact lens assessment.

What if my prescription has expired?

Contact lens wearers should have eye examinations and contact lens check-ups at the intervals recommended by their optometrist.

If your prescription is no longer current, arrange an appointment with your optometrist before ordering.

What do SPH, CYL, AXIS, ADD, BC and DIA mean?

SPH is the main lens power. CYL and AXIS are used for astigmatism correction. ADD is used in multifocal contact lenses. BC means base curve, and DIA means lens diameter.

Copy these details exactly from your current contact lens prescription or existing contact lens packaging.

Are the contact lenses genuine branded products?

Yes. i-contacts supplies genuine contact lenses from established manufacturers and authorised suppliers.

Products are supplied in their original manufacturer packaging.

Can I change to a different contact lens brand?

Contact lens brands are not always interchangeable, even when the printed prescription powers appear similar. Different lenses can vary in material, shape, diameter, base curve, oxygen transmission, and fit.

Consult your optometrist before changing to a different brand or lens type.

What is the difference between daily, two-week and monthly contact lenses?

Daily disposable lenses are worn once and discarded. Two-week and monthly lenses are reused for the manufacturer’s recommended replacement period and must be cleaned and stored correctly between uses.

The correct replacement schedule depends on the specific lens prescribed for you.

What are toric contact lenses?

Toric contact lenses are designed to correct astigmatism. Their prescriptions usually include sphere, cylinder, and axis values.

Because there are many prescription combinations, some toric lenses may need to be ordered from the supplier.

What are multifocal contact lenses?

Multifocal contact lenses are designed to provide vision at more than one distance. Their prescriptions commonly include an addition value as well as the distance power.

Multifocal lens designs differ between brands, so they should be fitted and prescribed by an optometrist.

Are all prescriptions held in stock?

No. We hold many common contact lenses and solutions in stock, but some toric, multifocal, coloured, high-power, and less common prescriptions must be ordered from the supplier.

Estimated delivery times are shown on individual product pages where possible.

Why is my contact lens packaging different from my previous order?

Manufacturers occasionally update product packaging, branding, or box designs. The contact lenses may still be the same product even though the packaging looks different.

Please contact us if the product name or prescription details appear incorrect.

When will my contact lenses arrive?

In-stock products are usually dispatched promptly. Auckland deliveries commonly arrive the same day or next business day after dispatch, while most other New Zealand urban deliveries are usually overnight.

Items that are not held in stock may take longer. Please check the estimated delivery time shown on the product page.

Will I receive tracking information?

Yes. We will email you a tracking link when your order is dispatched, where tracking is available.

What happens if my contact lenses are back-ordered?

If a product is delayed or back-ordered, we will contact you with an updated estimated delivery time.

Please contact us if the new delivery estimate does not suit you.

Can I collect my order?

Yes. Orders can be collected from Highbury Optometrists in Birkenhead, Auckland. Please wait until we confirm that the order is ready before visiting the clinic.

Where can I find full shipping information?

See our Shipping & Returns FAQ for courier options, rural delivery, overseas delivery, urgent Auckland delivery, collection, shipping charges, and delivery estimates.

Can I return contact lenses I ordered incorrectly?

Please contact us within 10 days of receiving the order. Unopened and unused boxes may usually be returned if the original packaging is undamaged.

You are normally responsible for the return courier cost where the wrong product or prescription was ordered by the customer.

Can I return opened contact lens boxes?

Opened contact lens boxes and opened solutions cannot normally be returned for safety and hygiene reasons, unless the product is faulty.

What should I do if the wrong item was supplied?

Please contact us within 10 days. We will arrange the return and organise a replacement, refund, or account credit.

What should I do if a contact lens appears faulty?

Stop using the affected lens and keep the lens, blister pack, and box where possible. Contact us with the product details, prescription, batch number, and a description of the problem.

We may ask for the product to be returned so the issue can be checked by the manufacturer or supplier.

What should I do if my contact lenses are uncomfortable?

Remove the contact lenses if you experience pain, persistent discomfort, redness, light sensitivity, discharge, or reduced vision.

Seek advice from your optometrist promptly if symptoms continue or are significant.

Can I sleep in my contact lenses?

Only sleep in contact lenses if your optometrist has specifically prescribed and approved them for overnight wear.

Sleeping in lenses that are not approved for overnight use increases the risk of eye infection and other complications.

Can I swim or shower while wearing contact lenses?

Avoid exposing contact lenses to tap water, swimming-pool water, spa water, lakes, or seawater. Water exposure can increase the risk of serious eye infection.

Ask your optometrist about suitable options if you need vision correction while swimming.

How often should I have a contact lens check-up?

Follow the examination and contact lens review schedule recommended by your optometrist. Many contact lens wearers are reviewed annually, but some people require more frequent checks.

Is i-contacts a New Zealand contact lens company?

i-contacts is owned and operated since 2008 by a New Zealand optometry team associated with Highbury Optometrists in Birkenhead, Auckland.

This gives customers access to a local team familiar with contact lenses, prescriptions, ordering, and eye-care questions.