Frequently Asked Questions

Accounting

  • How may I access invoices?

    Invoices are emailed at the time an order ships to the email address on file. Search your email inbox and spam/junk folders for any messages related to invoices or search ‘contax’. To confirm or update the email address on file, contact one of our friendly customer cervice representatives.

  • Where can I access our monthly billing statement?

    Monthly statements are emailed on the first business day of the month to the email address on file. Search your email inbox and spam/junk folders for any messages related to invoices or search ‘contax’. To confirm or update the email address on file, contact our accounting department by calling 541-744-9397.

  • Is there an online payment option?

    Yes, you can make one-time payments through the Doctor Portal. To keep your card on file, please set up autopay by calling our accounting department at 541-744-9397.

  • Does Valley Contax offer autopay?

    Yes, Valley Contax offers an automatic payment option for your convenience. Please call 541-744-9397 to speak with our accounting department and set up autopay for your account.

Customer Service

  • What hours are you open for customer service or consultation?

    Our phone lines are open from 5:30am to 5:15pm PST. You can order online anytime using our WebRx portal or you can email customer service at [email protected] or consultation at [email protected] and your email will be answered within one business day.

  • Can patients purchase contact lenses directly from your website, or do they need to go through an optometrist or retailer?

    Orders must be placed by an Eye Care Provider or Optical Distributor. To find a provider near you, visit customstable.com.

  • How can Eye Care Providers (ECPs) place orders?

    Call (800) 547-8815, email: [email protected], chat on our website if you prefer real-time assistance, WebRx, a convenient online portal where you can place and manage your orders with ease, and finally fax 541-744-9399 (please ensure that all necessary details are included in your faxed order) .

  • Where can Valley Contax ship lenses to?

    Valley Contax ships lenses to anywhere in the United States. Whether you're located on the East Coast, the West Coast or somewhere in between, we've got you covered. If you have any specific questions regarding your location or shipping options, don't hesitate to reach out to our customer support team for assistance.

  • Can lenses be shipped directly to a patient?

    Yes, when you place an order for your patient, we can ship lenses to patients anywhere in the United States. Just notify our customer service representative at the time of the order.

  • What are the average shipping charges?

    Valley Contax offers Free 2nd day or Ground shipping to any ECP office in the United States. Direct to patient shipping does have a small shipping fee, call Customer Service for more information.

  • Is expedited shipping available?

    Yes, Valley Contax offers Priority-Overnight shipping to anywhere in the United States for a small shipping fee. Don’t hesitate to reach out to our Customer Service department for more details.

  • Can I track my order?

    Yes, Valley Contax emails a shipping notification to an email address on file for each order. Alternatively, you can call customer service to obtain the tracking number on an order.

  • What is the average turn around on contact lenses?

    Custom contact lenses, depending on the product, have a varying degree of complexity which will result in slightly different turnaround times. On average, the lens will take approximately 3-5 days to manufacture and 2-3 days in transit. Feel free to communicate with our representatives if you have any questions or need a lens by a specific date.

  • Is expedited manufacturing available?

    Yes, please communicate with our representatives when you place an order if you need the lens by a specific date. They will look at the manufacturing and shipping options available and coordinate getting the order to you on time.

  • When should providers call Customer Service vs. Consultation?

    The Customer Service department can assist with placing an order without consultation assistance, checking order status, tracking a package, checking on warranty status, pricing, requesting copies of invoices, verifying parameters.

    Our certified technical consultants can assist when you need help with designing a lens empirically, designing lens based on trial lens fitting, adjusting lens parameters, troubleshooting lens fits.

  • Does Valley Contax offer financial support for patients who cannot afford scleral lenses?

    Yes, Valley Contax is dedicated to providing scleral lenses to any patient who needs them. Apply for our Custom Stable Vision Project here.

  • Does Valley Contax offer lens modifications?

    Any lens that has left the manufacturing facility cannot be sent back for parameter modifications. If you need a parameter change, the change will likely be covered under the existing warranty policy. Please call Customer Service or chat with one of our representatives regarding any questions on your exiting policy.

  • Can Valley Contax verify parameters on an existing lens?

    Valley Contax can verify parameters on existing lenses for the purpose of generating a new lens based on those parameters. The existing lens cannot be modified and will be returned as-is with the new lens.

Consultation Services

  • How can I get in touch with a technical consultant for assistance with a difficult fit?

    Call: You can simply give us a call and speak with our knowledgeable consultation team, 541-744-9393 option #2.

    Email: Send your order details via email to our dedicated email address for orders [email protected]. Be sure to include all relevant information to process your order smoothly.

  • How can I share images/videos/etc of the lens fit with a consultant?

    There are a couple ways to share your images, topographies and videos with our team of technical fitting consultants. If you are planning on sharing images and wish to speak with a consultant directly, feel free to upload them ahead of time. The entire team has access to our email and secure image sharing, so you don’t have to wait to upload them.

    1. Upload here via our Secure Consulting Image File Sharing feature on our website

    2. Email consulting directly [email protected]

  • Do you offer any educational resources or training for eye care professionals?

    Yes! We offer CLIP with Dr. Addie Bauer, our in-person deluxe training package.

  • Why aren’t my diagnostic kit lenses wetting?

    While lenses should be stored dry long-term, we do recommend allowing your diagnostic lenses to soak for at least a couple hours before using them with a patient. In a pinch you can apply some BioTrue solution onto the front surface of the lenses while the patient is in the chair to clear things up long enough to get a solid over-refraction.

  • Do you automatically apply Hydra-PEG to all lenses?

    No. As there is an additional cost and care instructions to keep in mind with Hydra-PEG, we will not apply the coating unless it is requested. Once Hydra-PEG has been added to a patient’s lenses we will continue to THP coat all remakes under the same warranty unless you tell us otherwise.

  • On the CS Elite, when should you check for the rotation/location of the flat meridian laser ‘0’ marks?

    Always! To make effective and meaningful changes for your patients we need all the necessary information. Our consultants can’t make SLZ changes, add a front toric, go quadrant-specific, or vault a scleral elevation without knowing the accurate rotation.