OTTO Ordering FAQs

1. Can I order my glasses online?

At this time, no. Only contact lenses are available for online ordering.

However, we are working on online glasses ordering for the future! In the meantime, we will soon list our frame inventory online so you can browse available styles.

If you see a frame you love, please visit your preferred location or contact us directly. This allows our team to check your prescription, discuss lens options, and take the precise measurements needed for a perfect fit.

2. How does online ordering work with my vision insurance?

When placing an online order, you will see an option to indicate whether you would like to use your vision insurance. Once selected, your preferred store location will receive a notification.

Our team will then verify your eligibility and apply your benefits when applicable.

For a faster and smoother experience, patients may also choose to pay for the order upfront and submit the itemized receipt directly to their insurance company for reimbursement.

3. How can I return or exchange my online order?

All returns and exchanges for online orders must be completed at one of our store locations.

The same return and exchange policies used for in-office purchases also apply to online orders.

Please note: Items must be in their original, unopened, and unmarked packaging to be eligible for a return or exchange.

4. Can I price match an online order and use my insurance?

Our online pricing is competitive, and we also offer strong manufacturer rebates when available.

Price matching may be reviewed on a case-by-case basis. However, price matching can only be considered for orders placed outside of insurance.

Insurance orders must follow the pricing, benefit, and claim rules associated with the patient’s specific vision plan.

5. Is shipping free? Can orders be shipped to my home?

Yes, standard shipping is free for online orders of a one-year supply, though some restrictions may apply.

If you need expedited or overnight shipping, please contact your preferred store location by phone, text, or email. Our team will assist you with available shipping options.
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