Contact Lens Questions - FAQs

Frequently asked questions.

Pick a category to find important information and answers to common questions.


What's the difference between MyACUVUE™ Pro and my ordering account?

MyACUVUE™ Pro applies to acuvueprofessional.ca only. MyACUVUE™ Pro makes it easy to access and manage programs and services, including orderacuvue.ca login. Plus, you'll get exclusive content that can help grow your practice, educate your patients, and more.

To create a MyACUVUE™ Pro login I'm being asked for my ordering account number. Where can I find this?

You can get this 10-digit number from your product shipping invoice or by contacting your sales representative. To open an ordering account you can complete the downloadable form and fax it back to us, or you can call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST.

How can I update the address and phone number for my ordering account?

To update the information in your ordering account , you can use the online form on the Contact Us page, or you can call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST.

How do I open an ordering account with Johnson & Johnson Vision Care?

To open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST.

How do I contact my Sales Representative?

If you have a MyACUVUE™ Pro account, sign in here to be taken to the My Sales Rep tab. If you don't have a sales representative, please call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST or 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST.

How can I place an order for ACUVUE® Brand products?

To open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST . Once your information has been verified, you order products online at orderacuvue.ca, by phone at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST or by fax at 1-800-267-2259. For more details, please take a look at our Order Products page.

How do I set up an online ordering account?

If you currently place orders by phone or fax, please visit orderacuvue.ca to create an online ordering account. If you need to open an ordering account, you can complete the downloadable form and fax it back to us, or you can call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST.

Where can I find my statement online?

You can find current and past statements (and invoices) at orderacuvue.ca. If you don't have an online ordering account, please visit orderacuvue.ca to create an online ordering account.

Who do I contact if I have a billing question?

For all inquiries about your statements or invoices, call Customer Financial Services at 800-465-0882 M-F 8:30am to 4:30pm EST. Or if its past regular business hours, call Customer Service at 1-800-267-5098 (English) M-F 8:30am to 7:00pm EST, 1-800-667-5099 (French) M-F 9:00am to 6:00pm EST

Can I pay my statement balance with a credit card?

Sorry, no. Credit cards are only accepted at the time of the initial product order.

Can I return unused products?

Johnson & Johnson Vision Care will accept and credit the original purchase of returned product provided the unused product is received in its original and unopened package. Please take a look at our Returns Policy page for details.

How can I get assistance fitting ACUVUE® Brand products?

For help fitting any ACUVUE® Brand contact lens, please contact our Consultation Team at 877-334-3937 M-F 8am to 8pm EST.

Where can I find the specifications for ACUVUE® Brand products?

You can download the Lens Specifications pdf from any product page, the Products Overview page, or you can download it now (5.38 MB).

What lens care solution should I recommend to my patients who wear ACUVUE® Brand Contact Lenses?

Any Health Canada approved soft contact lens solution can be used with all ACUVUE® Brand Contact Lenses.

How do I access the Satisfaction Guarantee form?

You can either download the form or direct your patient to fill out the online form at www.acuvue.ca/money-back-guarantee.

What is the Find an Eye Care Professional Locator map on Acuvue.ca?

The locator map gives prospective patients in your area who are looking for ACUVUE® Brand Contact Lenses a convenient way to find and contact your office. Your listing can include languages spoken at your practice, accepted insurance, hours, and more. For more details, please visit the List Your Practice page.

Does Johnson & Johnson Vision Care offer online CE credits?

Sorry, we don't offer continuing education credits. But through THE VISION CARE INSTITUTE®, LLC (TVCI) students or practicing Eye Care Professionals can gain skills and knowledge to help them advance in the field of vision care. To learn more visit the TVCI page.

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Link to orderacuvue.com

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