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Ordering & Understanding Prescriptions

What do I need to make a purchase?

For Eyeglasses

When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your glasses prescription. Learn how to read your prescription.
  2. Make sure your Pupillary Distance (PD) has been included in your prescription. Can’t find your PD?
  3. Use your current measurements from glasses or sunglasses that fit you well to find the products that will provide your ideal fit. Learn how to get your measurements.

You can also create prescription sunglasses in a variety of tints, or add Transitions® lenses to nearly any frame. Learn how to create prescription sunglasses.

Pupillary Distance (PD)
What is a PD?

A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction. Learn More about understanding pupillary distance (PD) and why it matters to your glasses prescription.

Why can’t I find my PD on my prescription?

There are two reasons why a PD may not appear on your prescription:

The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler. Learn How.

Will I be able to purchase out of stock frames?

Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!

Looking for style advice on how to find a similar looking frame? Call us at 1-866-333-6888.

For Contact Lenses

When you’re searching for your prescribed brand of contact lenses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your contact lens prescription — including your base curve (BC) Diameter (Dia), expiry date, and prescribed brand. Not sure how to read your prescription? Learn More.
  2. Make sure you know how to safely insert and remove your contact lenses, and be sure of your wear schedule — whether it’s a daily, weekly, biweekly, or monthly lens. Always speak with your eye care professional if you are unsure. Learn More about the types of contact lenses.
  3. For all non-daily lenses, ensure that you have a clean contact lens case and the right kind of cleaning solution to avoid eye irritation and bacterial growth. Learn More about Contact Lens Care.
  4. Clarify the wait time for your brand — certain lens types, including multifocal, RGP, and astigmatism/toric are custom-made orders through the manufacturer and will take longer to ship. This information can be found on each brand page, under the heading “Availability.”

Prescription Verification

Why do you need to verify my contact lens prescription?

Federal law requires that all contact lens purchases be verified with your eye care professional to ensure that your prescription is up to date and accurate.

How do I verify my prescription?

If you have a copy of your prescription on hand, you can send it to us in a variety of ways.

  1. Email verification@coastal.com
  2. Submit the prescription verification form below
  3. Fax your prescription to 1-866-333-6810

If you do not have a copy of your prescription available, you can always give us your doctor’s number and we can call them on your behalf. Call us at 1-866-333-6888 to provide their contact information.

When does my prescription expire?

There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most states, your prescription expires after 1–2 years. If you cannot find this information, we recommend speaking directly with your doctor.

My prescription is expired — what now?

We can only verify valid prescriptions, which means that as soon as your prescription has passed the expiration date, we are unable to send your contact lens order until we receive an updated copy. To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.

Can I automatically refill my contact lens prescription?

Our Contact Lenses by Subscription program allows you to set a recurring delivery schedule for your prescribed contact lenses that you can change or cancel at any time. You’ll have the option to select this program while placing your contact lens order. Learn more about Contact Lenses by Subscription.

How long does it take my order to ship?

How long does it take my contact lenses to ship?

All contact lens orders must be verified prior to shipping. The verification process can take 2–3 business days. Learn more about contact lens verification.

After your order has been verified, your wait time depends on your lens type. Some products — including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability.”

Once your contact lenses are both verified and in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method.

Ground shipping takes 5–7 business days for delivery.

How long will it take for my prescription glasses to ship?

Production times for prescription lenses can vary from 2–9 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.

Ground shipping takes 5–7 business days for delivery.

How long will it take for my sunglasses to ship?

Sunglasses will ship within 1–2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.

Ground shipping takes 5–7 business days for delivery.

How do I track my order and shipment?

You can always log into MyAccount to get up-to-date order and shipment information. Learn more

When your order ships, you will be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date. If you are shipping internationally, some services do not provide a tracking number.

Will I be charged duties and taxes?

In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase.

Non-prescription products will incur the usual rate of tax for your region.

Shipping, Returns, Exchanges

How do I make a return?

What is your return policy?

14 Day Glasses & Sunglasses Return Policy: If you are not absolutely satisfied with your glasses, simply contact our helpful Customer Service Team and they will assist you with an exchange or a free return for refund within 14 days of delivery.

Glasses and sunglasses must be in new condition and returned in their original cases.

Returns Past 14 Days: Only glasses and sunglasses assessed by Coastal as being in their new condition and accompanied in their original cases are still eligible for return between days 15 and 365. Returns in this window will be subject to a restocking fee of $9.95 per item that will be deducted from the refund amount. Your refund will not be processed until the return is received and inspected for quality.

How do I return or exchange my glasses and/or sunglasses?

To make a return or exchange, simply call us within 14 days for a complimentary electronic shipping label that you can print off.

Once you have the label, we ask that you ship your glasses back to us as soon as possible to initiate your refund.

Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.

How do I return my contact lenses?

We want you to be happy with your order, so if anything is less than perfect we accept returns for contact lenses provided the boxes are all unopened, unmarked, and unused. Call us within 30 days of the delivery date for a complimentary electronic shipping label that you can print off. Once you have the label, we ask that you ship your contact lenses back to us as soon as possible to initiate your refund. Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.

Please note: as RGP (rigid gas permeable) lenses are custom made for each individual order, they are a final sale and cannot be returned or exchanged.

Follow the Steps for Making a Return or Exchange below for more information.

The Steps for Making a Return or Exchange

To return your order, call our Vision Care center at 1-866-333-6888 to receive a prepaid postage stamp. Free returns are available only within the United States.

Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible. The return address should read:

Coastal.com
1499 Odell Street
Blaine, WA
98230

When will I get my refund?

If you call for an electronic shipping label within 14 days of the delivery date, your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.

Can I refund to a different credit or Visa-debit card?

Yes. Call us within 14 days of the delivery date to let us know that you wish to return your order and refund to an alternate card. We cannot transfer funds to a gift card, a non-Visa debit card, and we cannot refund store credit onto a credit/Visa-Debit card at this time.

Can I exchange my glasses order?

Yes. If you contact us for an exchange within 14 days of the delivery date, our trained Vision Ambassadors are here to help you find a better pair.

Our Vision Ambassadors will be happy to walk you through the process of finding a great set of glasses you’ll love. Have prescription questions? Our Vision Ambassadors are trained and supported by our in-house licensed optician to ensure that your glasses lenses will be tailored to fit your frames and prescription needs.

We can also help you place a new order with your original order’s promotion under the original promotion's guidelines within 30 days of your original order.

Note: as your returned order will be refunded upon receipt as applicable, your exchange order will be subject to payment in full.

What is the product warranty?

What is your 365 day warranty?

If you experience a manufacturing defect within 365 days of delivery, contact our Customer Service Team for help with your one-time replacement.

Warranty claims are subject to review; upon assessing a photo of the defect, any glasses or sunglasses classified as defective may be returned for a replacement. Our warranty does not cover damage caused by the wear and tear of everyday use, sudden force or impact, accidental damage, including but not limited to: lens scratches, loose hinges, missing screws, broken frames, detached temple tips or detached nose pads.

Any cosmetic issues, such as scratches, paint chips or marks, are not covered by warranty unless they occur straight from the box and are reported within 14 days of delivery; after 14 days they will be classified as wear and tear and be ineligible for any return or warranty claim.

How do I know if I’m not adjusting to my prescription?

It can up to 10 days to adjust to a new glasses prescription. To successfully adapt, make sure that you are only wearing your new glasses and not switching back to your old prescription. It can also be beneficial to have the frames professionally fitted to your face.

If you are still having trouble after 10 days, contact us and our trained Vision Ambassadors, supported by our in-house licensed optician, can address any questions or concerns. To best assist you, please have a copy of your prescription available. Our Vision Ambassadors will need to know the details of your experience with your new glasses and may request a photo of you wearing your glasses to assist with finding a solution.

Is there a warranty on contact lenses?

Defective lenses are rare as the contact lenses arrive directly to us from the manufacturer. However, if you believe you may have received a defective product, contact our Vision Ambassadors for further assistance. We may be able to provide a credit or replacement product for confirmed defects.

What if I live outside of North America?

Outside of North America, all packages ship from Canada and the United States may incur additional charges. Coastal is not responsible for any taxes, duties, or other fees charged by your country’s customs department. To avoid unexpected charges, please contact the customs organization in your home country about their current policies.

For orders to Japan, due to customs regulations, we are only permitted to ship a maximum of 4 contact lens boxes per order.

What do I do if my contacts lenses have frozen?

Are my contact lenses still good if they’ve frozen?

Yes, your brand-new contacts are still good even if the packets have frozen due to extreme weather conditions. You do not need to throw them out, because they are still salvageable.

All you need to do is let your frozen contact lens packets thaw at room temperature.

The contact lenses are protected by the solution in which they are stored. As long as the seal on the package remains intact, the contacts inside will remain sterile.

How long will it take to defrost?

It is suggested that you let them defrost overnight, leaving them at room temperature. They should be thawed and ready for wear the next morning.

Do not try to speed up the process by placing the frozen contacts in a warm setting, as the heat can change the chemical properties in the solution and negatively impact the quality of your contacts.

What do I do once my contacts have thawed?

Once defrosted, rinse your contacts with fresh saline solution before inserting them into your eyes. You can then wear them as usual, following your regular wear schedule.

While this occurrence is very rare, if your contacts have become uncomfortable or defective after being frozen, please discard the lens and contact our Vision Care Department right away.

Extreme cold weather can also leave your eyes feeling very dry while wearing contacts, so we also suggest using lubricating eye drops when needed; this will help keep your eyes moisturized.

MyAccount

What is MyAccount?

MyAccount is your central hub for order and prescription information — ensuring fast and easy checkout and delivery.

We recommend signing in as soon as you visit our site to save your favorites, and quickly access your saved prescriptions, payment, and shipping information.

What are the benefits of MyAccount?

Access and manage the following with MyAccount:

  • Track your Shipment(s)
  • See your Order History
  • Print Receipts, Learn how.
  • Save your Favorites
  • Access your Personal Profile (update & change your password)
  • Review your securely stored Address & Payment Information
  • Manage your prescriptions

and more — all by logging in at the start

You can also set up automatic contact lens refills and refer your friends.

How do I print my receipt(s)?
  1. Log into your MyAccount
  2. Click on Order History
  3. Select "View all orders"
  4. Click "Print Receipt" and you'll see your receipt formatted for printing.

Note: a receipt will only be generated once your order has shipped.

How do I reset my password?

If you've forgotten your password you can provide the email address that you've used and we will email you a reset message. If you simply want to change your password from within your account, select "Personal Profile" and then "Change Password".

Live Chat

Where can I find LiveChat?

We are happy to offer our LiveChat services 24 hours a day, 7 days a week. You can also call us at 1-866-333-6888 or reach us through the Help contact form.

Price Matching, Taxes and UPP Price Match

How do I apply discounts?

Discounts when available, can be applied during checkout. After selecting your products, you will be able to view your cart before confirming your purchase. At this point, there will be an opportunity to apply your discount code.

Products that are already discounted may not be eligible for further discounts.

What is your price match guarantee?

If I see a lower price on contact lenses, will you match it?

Our Price Match Guarantee means that we will match the price of any authorized online retailer. This total price includes the final amount, at checkout, for the same number of boxes, containing the same number of lenses, along with any applicable shipping, handling, and additional fees charged by the competitor. Any sales offered by the competitor must be active at the time of the price match, and our representatives must be able to replicate the final price. Cached and third party links, mail-in rebates, limited time offers of less than 48 hours, “limited box quantity” offers, discontinued product clearance sales, and promotions that have ended are not valid. The price match cannot be combined with any offer on our site. We will match up to a maximum discount of $100 per order.

How do I price match my contacts?

To receive the Price Match Guarantee:

  1. Contact us either just before making your order on our site, or within 30 days of placing your order with us.
  2. The lower-priced online merchant must have the product currently in stock, the product listed must be identical (including number of lenses per box), and must be an established site as determined by Coastal.
  3. Shipping and handling charges, exchange rates, sales taxes, and any other fees charged by the competitor will be included in the total when determining the price match.
  4. You can perform a maximum of 3 price matches within a 90-day period.
  5. The guarantee is based on the competitor's final price. As such, we cannot combine the competitor’s offer with any coupons or codes featured on our site. This offer does not extend to custom, made-to-order, and RGP lenses.
  6. This offer is exclusive to contact lenses. Glasses are not eligible for price matches with other sites

Note: Merchant prices found through third party ads are not eligible for price matches. Prices must be validated by our Vision Ambassadors in order to be matched. Unfortunately due to the Unilateral Pricing Policy (UPP) dictated by select contact lens manufacturers we are not able to provide the additional 5% on any products covered by this policy.

Can I price match my glasses?

We do not offer the ability to price match glasses or sunglasses featured on competitor sites, however if your eyeglasses or sunglasses go on sale on our site within 30 days of your purchase, we will provide an adjustment for the difference in cost. After 30 days have passed, we are not able to extend this offer. Please note that this does not include the brands: Oakley, Ray-Ban, and Arnette as they are excluded from all offers, sales, discounts, and coupons.

Can I add a coupon code to my order after checkout?

We can apply a coupon to your order and adjust your cost within 30 days of your purchase date. After 30 days have passed, we are not able to extend this offer.

Price match form

Are prescription products taxed?

In North America, prescription products — including prescription glasses, prescription sunglasses, and prescription contact lenses — do not incur sales tax at the point of purchase.

What if I live outside of North America?

Outside of North America, all packages ship from Canada and the United States may incur additional charges. Coastal is not responsible for any taxes, duties, or other fees charged by your country’s customs department. To avoid unexpected charges, please contact the customs organization in your home country about their current policies.

For orders to Japan, due to customs regulations, we are only permitted to ship a maximum of 4 boxes per order.

What is UPP?

What is UPP?

UPP stands for Unilateral Pricing Policy. Under this policy, the manufacturer dictates the minimum prices that their contact lenses can be sold for. Due to this policy, we cannot offer any additional discounts or rebates on these products.

Do all online and physical stores have to follow UPP?

Yes. In order to eliminate marketplace competition, contact lens manufacturers implemented UPP. The price across both online and brick and mortar retailers will be the same.

Will you be able to price match a UPP product?

Because all UPP products are being sold for the same price across all storefronts and cannot be discounted in any way, we are not able to price match products listed under UPP.

Are my lenses affected by UPP?

To date, the following lenses are under price restrictions by their manufacturer:

  • Ultra 6-pack

Policies

Privacy Policy Terms & Conditions Security Policy

Welcome! In addition to our contact information below, our FAQ section includes answers to our top customer questions.

If you need an answer fast, give us a call and a Vision Ambassador can provide direct one-on-one support.

Call us 1-866-333-6888

Hours 24 hours a day, 7 days a week.

Email us

You can expect to hear from us in 24 – 48 hours.

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