COVID-19 FAQs


Health & Saftey

Are contact lenses safe to wear in the current environment?

Any persons experiencing cold and flu or COVID-19 symptoms should refrain from wearing contact lenses until at least 24 hours after their symptoms have ceased. If you are unwell there is a risk of microorganisms spreading to your contact lenses. You may also have a reduced immune response while fighting an infection and this may increase the risk of contact lens related inflammation.


Should I wear contact lenses if I have flu like symptoms?

Any persons experiencing cold and flu or COVID-19 symptoms should refrain from wearing contact lenses until at least 24 hours after their symptoms have ceased. If you are unwell there is a risk of microorganisms spreading to your contact lenses. You may also have a reduced immune response while fighting an infection and this may increase the risk of contact lens related inflammation.


My glasses don't seem right, how can I get you to look at these and fix them if we are required to self-isolate?

If you are required to self-isolate then you should adhere to those guidelines set out by the government and stay away from Optometry and optical outlets until self isolation has expired.

If you are not able to visit a local OPSM store, we do offer tele-optometry services and also offer delivery services direct to your home. All our practices that remain open are adhering to stringent hygiene protocols and social distancing practices. Please contact one of our OPSM stores or Customer Care team and they will be able to see how best they can help you.


I've just returned from overseas and need new glasses, how can we complete this while in self-isolation? Can I order online?

We are now offering a premium Direct to Customer delivery option at no additional cost. Please contact your closest store for more information. We now have select stores open for urgent or critical care. If you experience a sudden change in vision, then do not delay in contacting us. We have dedicated teams available to help.


I am having issues with my glasses but am 65 years old and have been directed by my doctor to not be out in public. Can I send my frame to the store or can you collect this to fix?

If your doctor has directed you to remain at home, we need to respect the advice provided. Please call the store where you purchased your glasses, our team will try to find a solution for you over the phone.
If the glasses can be safely given, in a contactless manner, to a family member or a friend (not required to self-isolate) to bring to an OPSM store, we may be able to perform minor repairs based on the prescription we have on file.


As some of your products are shipped from China, how safe is this and what quarantine measures have you put in place before receiving in Australia?

We’ve implemented vigorous cleaning protocols to minimise contaminants in the factories where our products are made, our distribution centres, our stores and our company workplaces. Visit here for more information.


Will online orders be delayed, and what safety measures are in place for online orders?

We do not foresee any delays with contact lenses ordered online, however we are experiencing some delays with our frames and lenses. We’ve implemented vigorous cleaning protocols to minimise contaminants in the factories where our products are made, our distribution centres and our company workplaces.


What measures are you putting in place for non-contact delivery services? Are your delivery drivers practising hygiene and social distancing?

As OPSM online orders are delivered by TOLL and DHL, please see their responses below:

For all TOLL deliveries, in order to protect both TOLL staff and customers as much as possible, they will no longer require signatures for the majority of their deliveries.

To assist DHL customers who do not wish to sign on scanners or on paper due to social distancing, beginning Monday March 23rd, they will temporarily enable the Signature Release option for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. Receivers whose shippers already permit Signature Release will continue to receive the same delivery experience they’ve always had.

Signature Release will continue to receive the same delivery experience they’ve always had.

Please note the following important rules we always follow for Signature Release:

• Shipments keep the signature requirement, unless the receiver authorizes release using On Demand Delivery

• DHL stores an electronic record of the release authorization, including name, date and time

• Signature Release does not mean DHL will “just leave it.” The receiver must authorize the release using On Demand Delivery. If there is no release authorization, we will always attempt to get a signature.

• In cases where the receiver does not choose Signature Release prior to delivery, but still does not want to sign on the scanner, our couriers will temporarily offer a non-contact alternative.


Is there another essential service we can get glassess completed through? I need these urgently.

If you are not able to visit a local OPSM store, we do offer tele-optometry services and also offer delivery services direct to your home. All our practices that remain open are adhering to stringent hygiene protocols and social distancing practises. Please contact one of our OPSM stores or Customer Care team and they will be able to see how best they can help you.


I'm an essential worker and need an eye-test, new glasses, frame repair, new contacts, emergency/acute eye care...can you help!

OPSM is committed to continue supporting our local communities, if you are part of the essential service community and require urgent eye care we are here. We will make a priority to see an essential service worker at a convenient time to them and offer after hours tele-optometry consultants between 6am to 11pm AEST 7 days a week. We are also able to facilitate needs for breakages of frames and contact lenses through our available stores. Please click here for a list of stores which are currently open for your urgent needs.


Who is considered an essential worker?

OPSM is committed to supporting our local communities. In the current COVID-19 pandemic if you are working in just about any capacity then you are supporting the community in some way. For examples of approved essential service workers that are invited to avail of an afterhours tele-optometry consultation, click here. Please contact Customer Care or email essential.services@opsm.com.au to enquire further.


What is considerd an emergency or urgent eye care?

Your visual wellbeing is important to us and we will make a priority to assist you in-store with the following urgent or emergency conditions:

• Recent eye injury

• A recent change in your vision that is disrupting your day-to-day activities.

• An eye infection or foreign object in your eye.

• New red eye signs or symptoms

• Eye pain or discomfort in your eye.

• New onset of seeing double or experiencing any vision loss.

• Flashes of light or new floaters in your vision.

• An acute change in a known eye disease or eye condition.

• Requiring a renewed prescription for medicated eye drops.

• Being referred to see an optometrist from another healthcare professional.

• Requiring urgent replacement of broken or lost glasses if you require them for everyday living.

• Being an essential worker and requiring eye care or an urgent replacement of glasses or contact lenses.


If unsure, please contact your local store for advice.




Orders

My office is closing, how do I change delivery address for an online order?

If you need to change the delivery address of your online order, there may be a few options available to update the address:

1. Order placed but not yet shipped: contact Customer Care to change your delivery address.

2. Order already shipped with DHL (for sunglasses and frames): you will be able to update this yourself once you receive the shipping text message from DHL.

3. Order already shipped with TOLL (for most contact lenses): unfortunately, you will not be able to update your delivery address.

If you urgently need your next order of contact lenses, you can submit a new contact lenses order online or call your nearest OPSM store in Australia. For New Zealand customers, please contact Customer Care.


How can I continue to order my contact lenses online if I can't complete an eye exam?

Ideally you should have an eye test at least once every 12 months to maintain your eye health and to review your prescription. Contact lens technology is constantly evolving so it is worthwhile upgrading your contact lenses on a regular basis.
If you're unable to come in for an eye test, we can provide contact lenses based on your previous prescription, if we have it on record, or if it is available from another provider. If your prescription is out of date, we can supply contact lenses based on your clinical records, subject to the approval of one of our Optometrists. You can order contact lenses online with free delivery and free returns.


Should I order more contacts if advised to self-isolate? Will you run out of stock?

OPSM do not foresee any issues with our supply of contact lenses, however it is a good idea to have around 3 month’s supply. You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders.


How can I order my contact lenses refill?

You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders.


I usually get an automatic refill of my contact lenses in-store, will this continue?

You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders. We also offer a subscription service so you can select the frequency you'd like to receive your contacts and they will be automatically sent to you.


I need a copy of my receipt in order to make a health fund claim? Can you send this to me?

For all online orders, a copy of your invoice is sent to your email account. You can also contact our Customer Care team for a copy to be resent.


For all in-store purchases, you can contact your local OPSM store and our team can email a copy of your receipt.


Will you be extending your warranty policies if we're in isolation?

We will extend our warranty by the period of time we are closed, for example if our stores are closed for two months, our 24 month warranty will be extended to 26 months. Please be aware that your rights and remedies under Australian and New Zealand Consumer Law continue to apply.


Are you providing financial measures for your customers who may have lost their job or having difficulty paying their monthly payments?

We understand this may be a difficult time and want to assist wherever possible. If you are experiencing financial hardship, our AfterPay partners will assess your situation and may be able to assist. Please contact AfterPay directly 1300 100 729 (AU) or 0800 461 268 (NZ).


With the current situation can we refund gift cards?

Unfortunately, our gift card program is managed by a third party and as such we are unable to offer refunds on gift card purchases (as stated in our gift card terms and conditions on the back of the card). Gift cards are valid for 3 years, if you have any questions please contact Customer Care.


What are you putting in place for your home delivery services? Are your delivery drivers practising hygiene and social distancing ie. mine just came to my door and handed me my package?

As OPSM online orders are delivered by TOLL and DHL, please see their responses below:


For all TOLL deliveries, in order to protect both TOLL staff and customers as much as possible, they will no longer require signatures for the majority of their deliveries.


To assist DHL customers who do not wish to sign on scanners or on paper due to social distancing, beginning Monday March 23rd, they will temporarily enable the Signature Release option for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. Receivers whose shippers already permit Signature Release will continue to receive the same delivery experience they’ve always had.

Please note the following important rules we always follow for Signature Release:

• Shipments keep the signature requirement, unless the receiver authorizes release using On Demand Delivery

• DHL stores an electronic record of the release authorization, including name, date and time

• Signature Release does not mean DHL will “just leave it.” The receiver must authorize the release using On Demand Delivery. If there is no release authorization, we will always attempt to get a signature.

• In cases where the receiver does not choose Signature Release prior to delivery, but still does not want to sign on the scanner, our couriers will temporarily offer a non-contact alternative.


If you are not happy with the delivery service, you can refuse the delivery and contact our Customer Care team to arrange your package to be redelivered. We are working closely with our delivery partners and will follow-up any feedback if you don't believe your packages have been safely handled.


Do we have a repair service for faulty or broken frames recently purchased?

If your glasses require urgent repair, please call your nearest available store and our team will try to find a solution for you over the phone.


Can I claim my health fund rebate when I order online

Unfortunately we are not able to deduct your rebate when you process your order online. Please retain your receipt and contact your health fund provider to claim your rebate.




Store Updates

What if I have booked an eye test?

We remain open in some of our practices to provide trusted care and service to our customers. If you have any vision or eye health concern, you can make an appointment online or call our dedicated team in store. Prior to your appointment, our team will ask you a health screening question to ensure you do not pose any risk to yourself or our team members.
In accordance with Australian government recommendations we ask that customers who have recently returned from overseas or interstate, had contact with a confirmed COVID-19 case in the past 2 weeks or personally experiencing any flu-like symptoms such as fever, cough or breathing difficulty to delay booking an appointment for at least 14 days.


Will you be updating store details online?

We remain open in the majority of our practices providing much needed eye care and service to the community. Please click here for a list of stores which are currently open for your urgent needs. We will update our website with any changes to our store trading hours. To find the latest store trading hours, visit the store locator or call your nearest OPSM store.


What safety measures have you put in place for your stores?

We have put in place additional measures to protect our customers, our people and the community in our OPSM stores. We’ve implemented vigilant cleaning protocols to minimise contaminants in the factories where our products are made, our distribution centres, our stores and our company workplaces.
Every day, our stores are undergoing a deep cleaning process with special attention to frequently touched surfaces. Every piece of technology, from our eyecare equipment to our associates’ iPads to registers to digital screens, is being thoroughly cleaned. All shelves, trays, light switches and doorknobs are cleaned multiple times a day.


I am due to collect glasses from your store, what measures do you have in place so I can do this safely and pay my outstanding balance?

Please contact your local store to finalise your payment over the phone and we can arrange home delivery.


Can stores deliver these to our homes? How can we receive our product, scans and prescriptions?

Please call your local OPSM store and our team can arrange for your glasses to be sent to you. If you would like a copy of your prescription, please contact our Customer Care team and they will be able to assist.


Are you closed? I am trying to ring the store and no one is answering.

Given the current COVID-19 situation, we now have some stores temporarily closed. If you cannot reach your nearest available store you can can contact our Customer Care team.


My script has expired and I can't get to a store to validate or complete an eye exam, what are you providing your customers as this stage? Can your optometrists operate via digital channels?

Your visual wellbeing is important to us and we hope to soon make tele-optometry appointments available. We do have select stores open. If you experience a sudden change in vision, do not delay in contacting us, please call your local store.




Click here to read the latest updates from OPSM about COVID-19