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Frequently Asked Questions
Ordering Online
I've been to a BN store before, do you have access to my prescription?
How do I order glasses online?
What payment methods do you accept online?
What if I made a mistake when entering my prescription?
How do I return an online purchase?
Shipping & Returns
How long do prescription items take?
How long do non-prescription orders take?
How does in-store collection work?
What is Bailey Nelson's returns policy?
Eye Tests
Do you offer eye testing?
What do you test for in an eye exam?
Prescriptions
Why does my prescription expire?
What prescriptions do you cover?
Do you offer anti-fatigue, progressive, or bifocal lenses?
What if I have an astigmatism?
What is my pupillary distance (PD)?
Do you sell kids glasses?
My frames don't fit perfectly/my prescription doesn't feel right, what should I do?
Can I get high-index lenses?
Health Funds
Are you covered by health funds?
When will I get my receipt?
Contact Lenses
Why do I need a contact lens prescription? How do I get it?
Why is a contact lens fitting so important?
How long should I wear my contacts, and how often?
What if I want to buy a different brand to what is listed on my prescription?
Contact Lens Subscriptions
How do I subscribe?
What if I wear two different types of lenses?
When will my contact lenses arrive?
How do I edit my subscription details?
Help! I can't log into my account.
I've still got a lot of lenses, can I change the frequency of delivery?
I'm running out of lenses, can I change the frequency of delivery?
How can I suspend or cancel my subscription?
How much do you charge for delivery?
Can I claim my rebate from my private health fund?
What if my credit card declines?
How do I return my order?
Care & Construction
How do I care for my new glasses?
What are your frames made of?
Tell me about your lenses.
Why are your glasses so afforable? Am I missing something?
My question isn't answered here. Who should I talk to?
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