Frequently Asked Questions

Click the link “Need to register for an account?” located in the sign-in box. Fill in your information and click Register.

Click on the New Account Application link located at the bottom of the home page. Select the appropriate form and print it out. Once completed, fax it to the number listed on the form and a Customer Care representative will contact you to set up your account.

Yes. Quick Order is located in the top bar of the website.

Yes. Once you complete and submit your order, an email confirmation will be sent to the address on file. If you have any issues, please contact our Customer Care team.

Yes. Click on Order Tracking and History located at the bottom of the homepage.

Yes. Hilco Vision accepts MasterCard, Visa, and American Express. Your entire order, including freight, will be charged at the time of checkout. If a product is backordered, you will be billed at checkout and the item will ship when it becomes available.

Yes. Click on Quick Reorder in the My Account section, located at the top right of the homepage.

Yes. Volume discounts can be found in our catalog and are applied automatically when items are added to your cart. Special pricing such as “Buy X, Get One Free” may not always display on the website — it will be reflected at the time of invoicing.

We offer several options:

• Search Navigation — located in the top bar of the website
• Filters — located on the right side of any category page
• Electronic Catalog — available under Resource Library at the bottom of any page

Yes. Our catalog features over 300 pages of optical eyecare products. Click Online Catalogs under Resource Library at the bottom of any page.

Yes. Click on Product Videos under Resource Library at the bottom of the website.

Click on View My Profile in the My Account section at the top right of the homepage.

Click Forgot your Password? within the Sign In box. Enter your username and click Retrieve.

We ship via UPS, FedEx, and USPS, providing a range of options for timely delivery.

Non-custom, in-stock items typically ship within 24 business hours of an order placed online. Orders submitted via email or through the call center may take additional time to enter and process.

Refrigerated pharmaceuticals ship Monday through Wednesday only (excluding holidays) in thermal-insulated packaging via expedited delivery to maintain product integrity and FDA compliance. For the full policy, item list, and holiday schedule, visit our Pharmaceutical Cold Ship Policy page.

Effective June 1, 2026, cold-ship rates are flat per order regardless of quantity:

• 2-Day Service: $22.50 per order
• Overnight: $45.00 per order

The shipping charge applies once per order regardless of the number of cold-ship items included. All cold-ship items are non-returnable. Orders placed after the Wednesday cutoff will ship the following week.

Returns require authorized approval and an RMA# from Hilco Vision. Complete the RMA form 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.

The following cannot be returned: personalized or custom items, discontinued products, opened or partially used items, pharmaceuticals, sutures, kits, and displays.

Hilco Vision products come with manufacturer-specific warranties as detailed in their instructions. No additional warranties are provided by Hilco Vision. Please refer to the manufacturer’s documentation for full warranty details on your purchased products.

Our Customer Care team is here to help. Hours may vary during holidays — visit our website or contact us directly for the most current information.

Hilco Vision is committed to protecting your privacy. Our Privacy Policy outlines how we collect, store, and use the information you provide when using our sites — including both personally and non-personally identifiable data. By accessing Hilco Vision sites, you consent to the processing of your data in the United States per our Privacy Policy terms. For full details, visit our Privacy Policy page.