July 23, 2008
Secured by GeoTrust
Categories

Grimm Brothers
Customer Service
Grimm Brothers Halloween
PO Box 2562
Natchitoches, LA 71457

(877) 474-6752
Intl: (318) 354-0641
Fax: (318) 354-0698
Frequently Asked Questions Frequently Asked Questions

  1. Is it safe to use my credit card at Grimm Brothers?
  2. Can I just place my order by phone?
  3. Can I place an order by mail?
  4. What is your returns policy?
  5. Why was my package undeliverable?
  6. Are shipping charges refundable?
  7. Is Grimm Brothers a store or is it just an online business?
  8. Are your contact lenses FDA approved?
  9. Do I need a prescription even if I have perfect vision and/or I am ordering plano (non-prescription) lenses?
  10. What if my doctor refuses to verify my Rx for your lenses?
  11. How old do I have to be to purchase contacts?
  12. How long after I place my order will the lenses ship?
  13. I don't normally wear contact lenses. Can I wear these lenses?
  14. How long will theatrical contact lenses last?
  15. How do I know what the measurements of my eyes are?
  16. How long will it take to get my order?
  17. Do I have to be fitted for these contacts?
  18. I need a prescription in order to see properly. Can I wear these lenses over my own contacts?
  19. How are these contact lenses different from regular ones?
  20. I want sclera lenses. How are they different from regular contacts?
  21. What if I get my order, but something is wrong with it?
  22. Can I sleep in these lenses?
  23. Can I share my lenses with someone else?
  24. How long can I wear the theatrical lenses?
  25. Is it possible to buy a single contact rather than a pair? I only need one.
  26. How do I read my contact lens prescription?
  1. Is it safe to use my credit card at Grimm Brothers?

    Just in case you still have concerns, we want to let you know why none of our customers has ever experienced fraudulent use of a credit card as a result of shopping with us. We use a SSL certificate from GeoTrust®, the ultimate online security and trust solution delivering both 256-bit encryption and the True Site™ trust mark that provides our website identity validation.

    Sites secured with GeoTrust's SSL certificates are utilizing the highest level of encryption or security possible. This means you can rest assured that communications (e.g. credit card numbers) between your browser and this site's web servers are private and secure when the SSL session is activated.

    What does all of this mean? It means you can be confident in the support behind your purchases at GrimmBrothersHalloween.com.

    So what are you waiting for? Shop with confidence at Grimm Brothers!

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  2. Can I just place my order by phone?
    Sure. If you do not feel comfortable sending your credit card information to us over the Internet, you still can shop with us.

    Shop our online store then complete your purchase by phone toll-free 1-877-474-6752 between 10 a.m. and 6 p.m. CT, M-F. Please have your credit card and an e-mail address when you call.



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  3. Can I place an order by mail?
    Sorry. We no longer offer direct mail order service. Feel free to contact us by phone for non Internet orders.

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  4. What is your returns policy?
    See our Returns Policy Page.

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  5. Why was my package undeliverable?

    Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges). We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our Web site.

    If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us using the link near the bottom of this page.

    Our carriers may deem a package undeliverable for one of the following reasons:

    Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.

    To remove an outdated or incorrect address from your account, click the "My Address Book" link in My Account. Click either the Edit button or the Delete Address button beneath the address you want to change or remove.

    Shipping to a Post Office Box. We Do Not Ship to P.O. Boxes Grimm Brothers ships with both FedEx and UPS.

    Other Address Problems.In rare cases, it is also possible that the address label became illegible during the shipping and handling process.

    Failed Delivery Attempts. Most of our carriers make three attempts to deliver a package. Packages that contain more than $400 of merchandise will always require a signature; otherwise, it is generally up to the driver's discretion to determine whether a signature is required. If the driver feels it is best to obtain a signature and no one is present to accept the delivery after three attempts, the package will be returned to us.

    Refused by Recipient. If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.



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  6. Are shipping charges refundable?
    Initial shipping charges are non-refundable. The cost of return shipping is deducted from your refund unless the return is the result of our error. Items that meet our returns guidelines will receive a full refund. See our Refund Policy.

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  7. Is Grimm Brothers a store or is it just an online business?
    We are family-owned Internet retail business that has grown from a professional web design, development and fulfillment firm that began in 1996. We have been the involved in successful e-tail marketing for the past 11 years. We currently do not have a physical retail location.

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  8. Are your contact lenses FDA approved?
    Yes all lenses we sell have FDA approval.

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  9. Do I need a prescription even if I have perfect vision and/or I am ordering plano (non-prescription) lenses?
    Yes, we must verify your Rx before we can ship to you.

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  10. What if my doctor refuses to verify my Rx for your lenses?
    Once we attempt to verify your Rx with your doctor, he/she has 8 business hours to respond to the request. If we receive no response, your order will still ship.

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  11. How old do I have to be to purchase contacts?
    You must be 18 years of age or have your parent or guardian purchase your lenses.

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  12. How long after I place my order will the lenses ship?
    Stock lenses usually ship within 24 hours after verifying your prescription. Custom made lenses, usually ship within 1 to 2 weeks after verifying your prescription.

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  13. I don't normally wear contact lenses. Can I wear these lenses?
    Yes, as long as you see an eye care professional first and obtain a valid prescription. When you place your order, we will require your doctors name and phone number so we can verify your Rx. (typically 24 hrs.)

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  14. How long will theatrical contact lenses last?
    Our lenses can last up to 2 years, depending on how often they are worn and how well you care for them.

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  15. How do I know what the measurements of my eyes are?
    The only way to get the actual measurement of your eyes would be to have an eye exam by your eye care professional. This is always recommended before wearing any contact lenses.

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  16. How long will it take to get my order?
    Orders ship normally the next business day (Monday-Friday) after we receive your order. For standard UPS Ground shipping, please allow one week from the time you place your order for your lenses to arrive.

    Orders for custom styles, and prescription lenses require 10-15 business days for manufacturing and shipping because each pair is hand painted. Expedited shipping will *not* shorten the manufacturing time which cannot be rushed. It will only move your package faster once the lenses are complete.



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  17. Do I have to be fitted for these contacts?
    We do recommend that you consult your eye care professional for a fitting, especially if you've never worn contact lenses. Your doctor will instruct you in wearing and caring for your lenses which is crucial for the health of your eyes and for maximizing the lifespan of your contacts. Mishandling the lenses can easily result in damaging them. (See: How long will theatrical contact lenses last?) Our contacts are all medium base curve like most national brands. They fit 98% of people. Certain color contacts lenses listed can be made within a range of prescriptions. Our lenses feel similar to Acuvue contacts. If you experience more than mild, temporary discomfort, take lenses out.

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  18. I need a prescription in order to see properly. Can I wear these lenses over my own contacts?
    Eye care professionals recommend against layering (piggybacking) contact lenses for health and safety reasons. If you choose to do it, you do so at your own risk, and we will not assume any liability.

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  19. How are these contact lenses different from regular ones?
    Theatrical lenses are painted with special pigments to disguise the color of your own eyes. Some styles can be translucent while others are opaque. Unless otherwise noted, each style has a small area in the center with no pigment so that you can see. The area doesn't change size in response to light like your own pupils do so the lenses can affect your vision with what is described as a "haze" depending on the lighting situation.

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  20. I want sclera lenses. How are they different from regular contacts?
    Regular contact lenses cover only the colored part of your eye, the iris, but scleral lenses are much larger and also cover the white part of your eye, the sclera. For this reason, we urge you to see an optometrist for a proper fitting before you order scleral contact lenses. Your unique eyes may or may not be suited to wearing this type of lens. Because they are bigger than regular lenses, scleral contacts can be difficult to insert. Be prepared to practice. Abundant lubrication (eye drops made for contact lenses) is also recommended. Limit wear time to a maximum of 4 or 5 hours, and use contact-safe eye drops often. Scleral lenses may also diminish your vision more than regular theatrical contacts because in addition to having a fixed, small "pupil," the large diameter of the lenses themselves prevents them from having the same range of motion as your eyeballs. This vision hindrance compounds the effects of the "haze" (also present in other theatrical lenses) which varies from slight to extreme depending on the amount of available light. Avoid wearing them in low light situations, or exercise extreme caution if you must enter a dim area.

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  21. What if I get my order, but something is wrong with it?
    When you receive your custom lenses, you must inspect them as carefully as possible *prior* to opening the vials. (The label makes this somewhat tricky, but it's possible to see the lenses.) Check for things such as wrong color or design, discoloration, deformed shape, and cuts or tears. Problems are rare, but if you notice anything unusual, keep the vials sealed, and immediately contact us to explain the problem.

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  22. Can I sleep in these lenses?
    No, all of our lenses are daily wear and we do not recommend sleeping in lenses.

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  23. Can I share my lenses with someone else?
    No, this increases the chance of eye infection.

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  24. How long can I wear the theatrical lenses?
    Theatrical lenses are made for occasional wear, up to 4 hours - for parties and special occasions.

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  25. Is it possible to buy a single contact rather than a pair? I only need one.
    Yes. We can sell single lenses, but we'll have to handle it outside of the site. Give us a call toll-free at (877) 474-6752.

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  26. How do I read my contact lens prescription?
    To order lenses from Grimm Brothers, your prescription should contain the following information:

    OS: Left Eye
    OD: Right Eye
    OU: Both Eyes

    Power/Sphere: Strength of lenses - a number between –20.00 and +20.00

    BC: Base Curve (back curvature of lens) -a number between 8.0 and 10.0

    DIA: Diameter (diameter of lens) - a number between 13.0 and 15.0

    If you have any questions regarding your prescription or need to clarify the information contained within, please contact your eye care professional.

    Grimm Brothers cannot and will not provide advice about your prescription, corrective requirements, or which lenses are best for you.

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