COVID-19 FAQS

HEALTH & SAFTEY

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.
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.
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.
We are able to facilitate needs for breakages of frames and contact lenses as we are now offering a premium Direct to Customer delivery option at no additional cost, please contact your closest store for more information.
For urgent eye health issues, if you cannot head in-store we now offer tele-optometry consultants between 6am to 11pm AEST 7 days a week. Please contact one of our Customer Care team and they will be able to arrange a virtual consultation with an optometrist for you.
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.
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.
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.
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.
Your visual wellbeing is important to us. Please contact one of our OPSM stores or Customer Care team and they will be able to see how best they can help you. 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.
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 stores. Please contact one of our OPSM stores or Customer Care team and they will be able to see how best they can help you.
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.
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

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