Warranty, EZ-Exchange, and Replacement Policy Information

How to open an account

Simply fill out the online account setup form or call Alden Optical at 800-253-3669 to open an account.

How to place an order

Call Alden Optical/Bausch + Lomb at 800-253-3669, Monday through Friday, 8:00 am to 7:00 pm EST; fax your order anytime to 800-899-5612; or email your order to orders@aldenoptical.com.

Initial order process (New fit to Alden Optical)

  1. Contact Alden Optical/Bausch + Lomb with Rx, Ks, ADD powers, and HVID (if available). You can specify contact lens Rx or have our consultants calculate it for you from the spectacle Rx.
  2. All single lenses feature a 120-day warranty. Reorder as necessary to achieve acceptable fit and vision. Alden Optical’s EZ-Exchange program allows you to make a lens exchange without returning the original lens. Simply contact Alden Optical/Bausch + Lomb with the new parameters and Rx. Your lens will be manufactured as a no-charge remake. Lens orders that result in patient cancellation (as well as any defective lens claims) will continue to require lenses returned to receive credit.
  3. For quarterly replacement, order the 3-pack upgrade; for bi-monthly and monthly replacement, order the 5-pack upgrade. An identical single lens must be purchased to order a 3-pack or 5-pack upgrade. Limit one 3-pack or 5-pack upgrade per single lens purchased. 3-packs and 5-packs are non-warranted and must be ordered within 120 days of initial order.

Annual replacement orders

  1. If a lens parameter change is indicated, repeat the initial order process.
  2. If no lens parameter change is indicated, order the singles, 4-packs, or 6-packs as appropriate for each lens replacement schedule. 4-packs and 6-packs are non-warranted.

EZ-Exchange program

Alden Optical’s hassle free EZ-Exchange program allows the customer to make a lens exchange without returning the original lens. Simply contact Alden Optical with the new parameters and Rx, and we will process a new lens as a no charge remake as long it is within the 120-day warranty period. Discard unwanted lenses – hassle free! Note that lens orders that result in patient cancellation, as well as any defective lens claims, will continue to require that lenses be returned to Alden Optical to receive full credit. See bottom of page for return instructions.

  1. All Alden Optical lenses are custom-manufactured (made to order). All single lens orders carry a full (100%) 120-day warranty that provides for unlimited exchanges and patient cancellation. All cancellations must be received by Alden Optical or its authorized distributor within 120 days of the original lens purchase and must be accompanied by the corresponding invoice to ensure proper credit (shipping charges are not credited). Cancellations beyond 120 days from the original lens order will not be credited to the account. Alden Optical may, at its discretion, void the warranty on any lens order. The customer will be clearly informed before placing the order that the warranty is void.
  2. Alden Optical Specialty Tints carry a distinct warranty from Alden Optical visi-tint and clear lenses. Specialty Tints are warranted for 120 days. The first lens exchange will be processed as a no charge remake and any subsequent exchanges and/or patient cancellations will receive 50% discount of original lens price. EZ-Exchange is available on ALL lenses, including Specialty Tints. See above for details on Alden Optical’s EZ-Exchange program.
  3. Multipacks, specifically 3-pack upgrades, 5-pack upgrades, 4-packs, and 6-packs are non-warranted.
  4. Zenlens® & Zen RC carry a full (100%) 120-day warranty that provides for unlimited exchanges and cancellations at no charge with no hidden fees.
  5. All diagnostic (Dx) Sets and solutions are non-returnable and non-warranted.
  6. Alden Optical strives to manufacture all lenses (clear and with visi-tint) within 3-5 business days of order. Please allow 3-5 additional business days to process lenses with enhancement and prosthetic tints.
  7. All Alden Optical lenses are guaranteed to meet all specifications for labeled parameters and to be free from manufacturing defects. Upon receipt of product, Alden Optical will inspect it for the reason stated. If the lens is found to be defective, you will receive the appropriate credit. The customer is responsible for shipping costs of all returned products. Proof of delivery is also the responsibility of the customer.
  8. Payment terms are net 30 days of statement. Credit memos will appear on monthly statements. Past due balances will incur a 1.5% monthly finance charge and may be placed on credit hold.
  9. All orders ship prepaid and F.O.B. from Alden Optical.
  10. Rush Orders: Moved to top of the line and will ship upon completion. Next Day Delivery charge required. Priority Rush Orders: Delivered by A.M. of 2nd business day. Require a $50.00 Next Day A.M. Shipping/Handling Charge. Multipacks and Specialty Tints excluded.
  11. Shipping charges are subject to change without notice.

Returning lenses

  • EZ-Exchange – No need to return lenses. Contact Customer Service at 1-800-253-3669 or orders@aldenoptical.com to order a no charge remake.
  • Cancellations & Defective Claims – Contact Customer Service at 1-800-253-3669 or orders@aldenoptical.com for notification of the issue in advance of lens return. Return cancelled or defective lenses in their original vials, along with the original invoice, to:
    Alden Optical
    Attn: Customer Service
    6 Lancaster Parkway
    Lancaster, NY 14086

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