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Frequently Asked Questions

I have an account with your company but do not currently order on-line.  What do I need to do to establish an on-line account?
Click the link “Need to register for an account?” located in the sign-in box.  Fill in information and click register.
I want to establish a new account with your company.  What do I need to do?
Click on the New Account Application link located on the bottom of the home page.  Select the appropriate form and print it out.  Once you have completed the form, please fax it back to the number listed on the form and a customer care representative will contact you to setup an account.
Do you have a feature on your site that allows me to do "quick ordering" instead of having to go to each category?
Yes.  It is called "Quick Order" and is located in the top bar of the website. 
Will I get an e-mail confirmation for my order?
Yes.  Once you have completed and submitted your order an e-mail confirmation will go to the user's e-mail confirming the order.  If they have any issues with the
order, please contact our Customer Care team.
Can I review my order history?
Yes.  Click on "Order Tracking and History" link located at the bottom of the homepage.
Can I use a credit card to pay for my order?
Yes.  Hilco Vision accepts MasterCard, Visa and American Express.  Please be aware that your entire order, including freight, will be charged at the time of checkout.   There may be times when a product is backordered.  You will be billed for the backordered product at the time of checkout and the product will be shipped out when it becomes available.
Does your website have a "Favorites" section that will allow me to order the "most ordered" items easily?
Yes. Click on the "Quick Reorder" in the My Account Section of the website (located at the top of the homepage to the far right).
Do you have volume discounts on products?
Yes.  Volume discounts can be found in our catalog.  Volume discounts are applied to products once they are added to the shopping cart.  Special pricing and discounts such as "Buy X and get one FREE" or "X OFF" if you buy multiple products are not always shown on the website.  Special pricing will be taken into account at the time of invoicing.
What is the best way to search for products I am interested in?

We have provided a number of different options for you.  Here are just a few:

  • Search Navigation located in the top bar of the website
  • Filters located on the right side of the page
  • Electronic Catalog located at the bottom on the page under Resource Library
Can I view your catalog online?
Yes.  Our catalog features over 300 pages of Smart Optical Eyecare products.  You can click on the Online Catalogs link at the bottom of any page under Resource Library and you will be able to view the catalog.
Does your company have online product training videos?
Yes.  Click on the Product Videos link under Resource Library located at the bottom of the website.
How do I change my password?
Click on "View My Profile" located in the My Account Section of the website (located on the top right side of home page)
I forgot my password. How do I reset it?
Click on the "Forgot your Password?" located within the Sign In box.  Type in your user name and click on the "Retrieve" button.

Product warranties

What is Hilco Vision's Warranty Policy?
Hilco Vision's products come with manufacturer-specific warranties as detailed in their instructions. No additional warranties are provided by Hilco Vision itself. Customers should refer to the manufacturer's documentation for warranty details on their purchased products.

Return policies

How can I return a product?
Returns require authorized approval and an RMA# from Hilco Vision. Start by filling out the RMA form available on our website and include the original packing slip for credit. Returns are accepted within 30 days of purchase if items are in original, resellable condition. A 25% restocking fee applies for certain returns, with additional handling fees if documentation is missing.
What items are ineligible for return?
Personalized, custom items, discontinued products, opened or partially used items, pharmaceuticals, sutures, kits, and displays cannot be returned.

Shipping options and times

What shipping options are available?
We ship via UPS, Federal Express, USPS, Eastern Connections, ICS, and Canpar, ensuring a range of options for timely delivery.
When will my order ship?
Orders for non-custom, in-stock items placed by 3:00 p.m. EST typically ship the same day. Refrigerated pharmaceuticals also ship the same day (Monday-Thursday) if ordered by 3:00 p.m. EST, under our Refrigerated Pharmaceuticals Policy. Rush orders are expedited upon request.

Customer service hours

How do I speak with Customer Service?
Our dedicated Customer Care team is available to assist you with any inquiries or issues you may encounter. To ensure we can provide you with the best service possible, our hours of operation are: Monday to Friday: 8:00 AM to 7:00 PM EST Weekends: Closed Please note that these hours are subject to change during holidays and special events. For the most up-to-date information, please visit our website or contact us directly through our customer service hotline or email.

Privacy and security measures for online transactions

What are Hilco Vision's privacy practices?
Hilco Vision is committed to protecting your privacy. Our Privacy Policy outlines how we collect, store, and use the information you provide us when using our sites. This includes both personally and non-personally identifiable data. By accessing Hilco Vision Sites, you consent to the processing of your data in the United States as per our Privacy Policy terms. For full details, please visit our Privacy Policy page here.