Defective Lens Policy
Johnson & Johnson VisionCare Inc., Bausch + Lomb, and Alcon Defective Lens Instructions
In the event you need to replace or receive a refund for a defective Johnson & Johnson lens, follow the steps below:
- Contact Johnson & Johnson VisionCare, Inc at 1-800-843-2020 (Monday - Friday, 10 a.m.- 5 p.m EST) and explain the issue.
- If a prepaid return shipping label is required, Johnson & Johnson VisionCare, Inc. will send one to you. All defective lenses are sent directly to Johnson & Johnson VisionCare, Inc. for evaluation.
- Johnson & Johnson VisionCare, Inc. will provide a reference number acknowledging your complaint and will transfer you to Sam's Club. Our Customer Service Team will ask for your reference number to begin processing your replacement or refund.
Bausch + Lomb Defective Lens Instructions
If Bausch + Lomb is the manufacturer of your lenses, they will assist you directly with any defective lens issues. Contact Bausch + Lomb Consumer Affairs Division at 1-800-553-5340, Monday - Friday, 9 a.m. - 5 p.m. EST.
Alcon Defective Lens Instructions
If Alcon is the manufacturer of your lenses, they will assist you directly with any defective lens issues. Contact Alcon U.S. Medical Safety Department at 1-800-757-9780.