Find quick answers to your questions below...
FAQ Index
Ordering & Purchasing
Shipping Information
Returns & Exchanges
Privacy & Security
Ordering & Purchasing
| Has my order shipped? | |
| Once shipped, you will receive a shipping confirmation email from us. You may also click the "Order Status" or "My Account" link in the main menu to check your order status. ↑ Back to Top |
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| How do I track my order? | |
| Click the "Order Status" link in the main menu to track your order. You can then click the order details to view more information for each specific order. ↑ Back to Top |
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| Can I get a copy of my order/invoice? | |
| Click the "Order Status" link at the top of our site to review your orders. Click "Order Details" to view the full order information. You may then print your invoice using the link at the top right. ↑ Back to Top |
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| How do I use a coupon? | |
| After adding all your items to your cart, you will proceed to the checkout area. You can enter your coupon code at Step 4. Order Confirmation (on the right hand side) and click apply. ↑ Back to Top |
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| Can you ship internationally? | |
| At this time, we do not ship internationally. ↑ Back to Top |
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| How can I re-order the same items? | |
| Click the "Order Status" link at the top of our site, when viewing your orders simply click the "Re-Order button to place the same order again. If you have further questions or concerns, please contact customer service. ↑ Back to Top |
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| Must I pay Sales Tax? | |
| All our sales taxes are calculated automatically depending on the ship to location. ↑ Back to Top |
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Shipping Information
| When will my order ship? | |
| Essilor Instruments USA makes every effort to ship your order as soon as possible. Items in stock are shipped within 1-2 business days of receipt of order. Items that are shipped direct from the manufacturer may have longer delivery times. Orders may ship in multiple boxes and arrive separately. Some items may not be available in all areas or via expedited methods. If there are any problems with your order, you will receive an email from us with further details. If you registered during the checkout process, you can check the status of your order by selecting the "Order Status" link in the top menu. To login, you will need your email address and the password you established. Once shipped, the delivery time is based upon the product you ordered and the shipping method you chose during checkout. ↑ Back to Top |
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| What are the shipping rates? | |
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All our packages (weight permitting) are shipped via UPS. Our shipping rates are automatically calculated and presented to you before purchasing. For any international shipments we do not provide or pay customs duties or taxes. The purchaser is liable for these where applicable. We offer the following shipping methods (where available) Benefits are:
Benefits are:
Benefits are:
Free Shipping Any items that have shipping included will ship Standard Ground. ↑ Back to Top |
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| International Shipping? | |
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Sorry, we do not offer international shipping outside United States. ↑ Back to Top |
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Returns & Exchanges
| What is the returns policy? | |
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Standard Warranty Policy and Conditions
Essilor Instruments USA, (formerly Premier Ophthalmic) (“EIUSA”) warrants that its ophthalmic and optical instruments will be free from defects in material and workmanship under normal use and service for a period of one (1) year beginning as follows:
During the warranty period, EIUSA will, at its sole discretion, repair or replace any product or component found to be defective. This is the exclusive warranty provided by EIUSA and supersedes all other express or implied warranties, including any implied warranties of merchantability or fitness for a particular purchase.
This warranty is valid only when:
This warranty does not apply to:
No employee or representative of EIUSA is authorized to extend or modify this warranty.
If on-site service is required for a warranty issue:
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| How long does it take for a return to be processed? | |
| We will process your return within 10 days of receipt at our warehouse. In addition, please allow the necessary time for the return to reach us via UPS or other carrier. ↑ Back to Top |
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Privacy & Security
| Use of Cookies | |
| Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business. You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator, Internet Explorer, or Firefox) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service. ↑ Back to Top |
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| What is the Essilor Instruments USA privacy policy? | |
| Privacy Policy - Your Privacy Rights Scope of the Privacy Policy This website is operated by Essilor Instruments USA. We understand the importance of our customers' privacy. Our Privacy Policy tells you what information we collect when you visit our website, how we use, share and protect it, what choices you have about how the information is used, and how you can access and update that information. If you do not agree to this Privacy Policy, please do not use this website. This Privacy Policy applies to personally identifiable information collected on the website where this Privacy Policy is posted. For purposes of this Privacy Policy, "personally identifiable information" means information that identifies a particular individual, such as name, postal address, e-mail address, and phone number. When other information, such as e-mail newsletter choices, magazine or product purchases, or consumer product preferences, is directly associated with personally identifiable information, this other information also becomes personally identifiable information. Information Collection Personally Identifiable Information We Collect There are many features on this website for which no registration is required. However, if you are interested in obtaining information, products or services from Essilor Instruments USA, or in participating in certain activities on this website (such as making an online purchase or subscribing to our newsletter), you may need to provide us with information about yourself. For example, if you order a product from us, we ask for your name, postal address, e-mail address, telephone number and your credit card number. If you are ordering a product for another person, we will ask you for that person's name, postal address and phone number in order to enable us to deliver the product to the recipient. If you participate in an activity such as a survey, we may also ask you to provide other types of information such as gender and personal interests, which we may associate with personally identifiable information. In addition, we may combine personally identifiable information that you have provided to us with other information that is publicly available or that we receive from other reputable sources. Other Information Collected through Technology In addition to information you choose to provide to us, we also collect non-personally identifiable information through technology to make our site more interesting and useful to you. For instance, when you come to our site, we collect your Internet Protocol ("IP") address. An IP address is often associated with the portal through which you enter the Internet, like your ISP (Internet service provider). Standing alone, your IP address is not personally identifiable. At times, we also use IP addresses to collect information regarding the frequency with which our visitors visit various parts of our sites. We may combine this information with personally identifiable information that you have provided to us and/or with other information that is publicly available or that we receive from other reputable sources in order to make our website and communications more targeted to your interests. Our website also uses cookies. Cookies are small text files that are stored on a user's computer and allow websites to remember information about users. We use cookies for a variety of purposes in order to enhance the quality of our website. We use transient (also called "session ID") cookies to provide continuity from page to page. A session ID cookie expires when you close your browser. We also use persistent cookies. Persistent cookies allow our online store and other parts of our website to recognize your browser when you return after your first visit to that part of our website. Cookies allow us to personalize your return visits to our site and to save you time during certain activities, such as checking out from our online store. You can choose to remove persistent cookies through your browser options. However, if you do so, your ability to use some areas of our site will be limited, such as our shopping cart feature or online games. Finally, our website uses a variety of technical methods for tracking purposes, including clear gifs (also known as Web beacons). Clear gifs are small pieces of data that are embedded in images on the pages of websites. We use these technical methods to tell us what parts of our website you have visited or to measure the effectiveness of any searches you may do on our site. These technical methods may involve the transmission of information directly to us or to a service provider authorized by us to collect information on our behalf. We also use these technical methods in HTML e-mails that we send our visitors who have agreed to receive e-mail from us, to determine whether our visitors have opened those e-emails and/or clicked on links in those e-emails. The information from use of these technical methods may be combined with information that is personally identifiable so that we can make our website, and any e-mails you have agreed to receive, more interesting to you. Information Use Essilor Instruments USA may use your personally identifiable information to deliver the products and services that you request, enhance your experience on our site, provide you with informational and/or promotional materials that you might find interesting, and for internal business analysis and other business purposes consistent with this policy. These uses may generally be categorized as relationship maintenance uses and promotional uses. We describe these uses in more detail below. Relationship Maintenance Uses Essilor Instruments USA uses your personally identifiable information to maintain and manage your account, deliver services that you have requested, and generally enhance your experience on our website. Collectively, we refer to these types of uses as "Relationship Maintenance Uses," and they include all of the ways in which we use your personally identifiable information to maintain and manage our relationship with you that do not involve sending promotional materials. Examples of Relationship Maintenance Uses include, but are not limited to:
Essilor Instruments USA may also use your personally identifiable information to provide you with promotional information about activities, services and products offered by us or selected third parties, including promotional material that you have requested. We strive to select trustworthy, reputable companies who offer high quality products or services of interest to you. (However, you may opt out of receiving promotional communications from us by mail, e-mail, or telephone, as explained below and in the section entitled "Your Choices." And, we will not share your e-mail address with third parties for promotional purposes unless you consent to such sharing by affirmatively agreeing to it). Examples of promotional uses include, but are not limited to:
Information Sharing and Disclosure We take very seriously our responsibility to maintain your privacy with respect to your personally identifiable information. We will therefore share that information only with the following entities, and only in the manner described below. Service Providers Essilor Instruments USA contracts with other companies to provide certain services on our behalf, including credit card processing, shipping, e-mail distribution, and promotions management. We provide these companies only with the information they need to perform their services, and they are permitted to use the information only for that specific purpose or as required by law, unless any additional use or sharing of the information is separately permitted under another provision of this Privacy Policy. Co-Branded Partners Essilor Instruments USA may share your information with our partners when you engage in certain activities on our sites that they co-sponsor, such as purchasing products or services offered by our partners, electing to receive information or communications from our partners, or electing to participate in contests, sweepstakes, games or other programs sponsored in whole or in part by our partners. Essilor Instruments USA may also share your personally identifiable information when you respond to promotional materials from Essilor Instruments USA that authorize our partners to use your personally identifiable information for purposes such as sending you additional promotional materials, providing you a product or service, or entering you in a contest, sweepstakes or game. We refer to all these activities and requests as "Co-Branded Activities." When you participate in Co-Branded Activities, you will either be required or asked to agree that the sponsor or partner may use your personally identifiable information in accordance with the sponsor or partner's privacy practices. Other Third Parties for Promotional Purposes Essilor Instruments USA may share your personally identifiable information with other selected third parties so that they may send you promotional materials about goods and services that they offer. When we share your information for promotional purposes, we attempt to select only reputable companies that offer high-quality products and services. You have the opportunity to opt out of our sharing your personally identifiable information with these selected third parties for promotional purposes, as described below in the section entitled "Your Choices." And we will not share your e-mail address with third parties for promotional purposes unless you consent to such sharing by affirmatively agreeing to it on our e-mail newsletter registration page or elsewhere. Legal Purposes; Business Transactions Essilor Instruments USA may disclose any user or customer information, including personally identifiable information, when we believe that doing so is required by law; may be necessary to protect the property, rights, or safety of ourselves, visitors to our websites, or other persons; or will help to enforce any terms of use or contest, sweepstakes, promotions, games or other rules. It may also be necessary to disclose our customers' personally identifiable information to third parties, such as credit card companies, to help resolve disputes that arise in the ordinary course of business. Essilor Instruments USA may also transfer user or customer information, including personally identifiable information, in connection with a corporate transaction, such as a divestiture, merger, consolidation, or asset sale. Aggregate Information (non-personally identifiable) Essilor Instruments USA may share with third parties aggregated information about you and other visitors to our website. When we do this, however, we make any personally identifiable information non-personally identifiable by combining it with information about other individuals or by removing characteristics that make the information personally identifiable to you. We share this information in order to improve our website and develop content and services that we hope will be of interest to you. Your Choices We understand the importance of protecting our customers' privacy, and we therefore provide you with the opportunity to opt-out of having your personally identifiable information used or disclosed for certain purposes. Receiving promotional communications from Essilor Instruments USA, including our partners is optional. If you do not wish to receive promotional communications from Essilor Instruments USA, including our Affiliates and our licensees, please call or write to us at the address below. As described elsewhere in this Privacy Policy, it is also optional to allow us to share your personally identifiable information with selected reputable third parties so that they can provide you with promotional communications. If you do not wish us to do so, please call or write to us at the address below. You may also use this address and phone number to request us to update or change any of your personally identifiable information, or to request additional information regarding our disclosure of your personally identifiable information to certain third parties for promotional purposes.
If you have opted into emails from our online store, you may remove your name from our list by clicking the change your "unsubscribe" link at the bottom of our emails. As noted earlier in this Privacy Policy, Essilor Instruments USA will not share your e-mail address with third parties for them to send you promotional communications unless you have opted in to such use. If you have previously opted in to such use, you may use the address and phone number above to notify us that you no longer wish to have us share your e-mail address with selected third parties for promotional purposes. Because we plan our communications in advance, it may take several weeks for your request to become effective. If, due to human error, you continue to receive our communications, please contact us again and we will make every effort to correct the situation. Links to Other Sites We may provide links on our website to other sites we think you will enjoy. These sites operate independently of Essilor Instruments USA and have established their own privacy and security policies. We encourage you to be aware when you leave our site and to read these policies at any site you visit. Information Security The security and confidentiality of your information is extremely important to us, and we take a number of steps to safeguard any personally identifiable information or credit card information that you provide to us. We use data encryption technology to help protect against loss, misuse or alteration of your credit card information. Secure Socket Layers (SSLs) encrypt the credit card information sent between your computer and our database. However, no method of transmitting or storing electronic data is ever completely secure, and therefore we cannot warrant or guarantee that such information will never be accessed, used or released in a manner that is inconsistent with this policy. Personally Identifiable Information Contained in User Content Some sections of our website may allow users to post or transmit messages, comments, screen names, computer files and other materials. Essilor Instruments USA does not monitor such transmissions, and therefore cannot be responsible for any personally identifiable information or other information that may be contained in such transmissions. Changes in this Privacy Policy We may amend this Privacy Policy at any time. If we make any material changes in the way we collect, use, and/or share your personally identifiable information, we will notify you by sending you an e-mail at the last e-mail address that you provided us and/or by prominently posting notice of the changes on the websites covered by this Privacy Policy. In any event, changes to this Privacy Policy may affect our use of personally identifiable information that you provided us prior to our notification to you of the changes. Contact Us If you have questions or wish to send us comments about this Privacy Policy, please write us at: Essilor Instruments USA Attn: Marketing Services - Privacy 22749 Citation Road, Frankfort, IL 60423, USA ↑ Back to Top |
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