Frequently Asked Questions

Click on any section to view questions and answers.

General Questions

Q : How do I contact Customer Service?

A : For pharmaceutical and surgical products and services inquiries, click here to use the online Contact Us form or call 800-TO-ALCON 800-862-5266.

For vision care products such as contact lenses and lens solutions, including all inquiries related to online order registration tracking, downloading invoice or statement copies or reviewing your account balance, see the information below.

Our Vision Care Customer Service representatives are available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.

  • U.S. - 800-241-5999
  • Canada English – 800-268-3968
  • Canada French - 800-361-2434
  • Online Contact Us form

    If you have a product complaint or need to report an adverse event related to a contact lens product, please contact our Professional Consultation department 9:00 a.m. to 5:30 p.m. EST Monday –Friday, or use the online contact us form.

  • U.S. or Canada - 800-241-7468
  • Online Contact Us form

Q : How can I speak with my vision care sales representative?

A : Our Vision Care Customer Service representatives will gladly help you with that request. They are available 8:00 a.m. to 8:00 p.m. EST Monday – Friday.

Q : How do I request an Alcon sales representative to visit the office?

A : Please contact us with your location (city, state/province) and product/area of interest.

Q : How can I get literature for my office?

A : Literature for many of our products is available through Customer Service or through your Alcon sales representative.

Selected contact lens and lens care literature pieces are also available through your MyAlcon.com Ordering account.

Q : Where can I get directions for use and/or training (including insertion and removal) on your contact lens and lens care products?

Q : What educational materials do you have for me, my staff and/or my patients?

A : Visit our Education Section for available materials and resources for you and your office staff. For patient education materials, see the Tools and Resources >> Patient Education section of this website.

Q : I’m interested in participating as a clinical investigator. Whom do I contact?

Alcon Product Questions

Q : Where can I find package inserts for Alcon products?

A : Package inserts, patient instructions and contact lens fitting guides can all be found on the relevant product pages of this website. They are also listed in the Tools & Resources section of the website under “Patient Instructions”. You may also use the search tool in the navigation to search for a particular package insert.

Q : Where can I get contact lens-fitting assistance?

A : We have several convenient ways to aid in fitting with our contact lens products. We offer phone assistance through our Professional Consultation department from 9:00 a.m. to 5:30 p.m. EST Monday – Friday, at 800-241-7468. We also offer 24/7 access through our Contact Lens Virtual Consultant website for calculating initial base curve and power for many of our lenses, as well as calculating toric lens over-refractions. In addition, fitting guides are available on the relevant product pages of this website.

Q : How can I see what FreshLook® contact lens colors are available for my patients?

A : View our FreshLook® Color Studio application on the FreshLook® contact lenses website

Q : How do I get trial sets of your contact lens products?

A : Please speak with your Alcon sales representative for assistance.
If ordering through a distributor, please speak to the distributor.
If you don’t know your vision care sales representative, our Vision Care Customer Service representatives are available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.

Q : Where can I find Material Safety Data Sheets for products manufactured by Alcon?

Q : How do I order product samples?

A : Please contact your Alcon rep to determine availability of sampling for your particular product of interest. If you need contact information for your representative, please contact us with your location (city, state/province) and product/area of interest.

Q : When will products in development be available?

A : To determine approximate time frames for approval of a product currently in development at Alcon, please see Alcon's short-term pipeline

Q : How do I find out information about a product recall?

A : Typically, large product recalls will be announced in an Alcon press release. If you believe a product you own may have been recalled, or have questions about a recall, please contact us.

Q : How do I find out if a product is made with latex?

A : Click here for information on Alcon products that are made with latex or dry natural rubber.

Contact Lens Ordering Questions

Q : How do I establish an account?

A : Only licensed eye or healthcare professionals and authorized contact lens distributors may establish an account with Alcon.

For Surgical or Pharmaceutical account set up, please call Alcon Customer Service at 800-TO-ALCON 800-862-5266, or contact us through the online form

Click here for online Vision Care Account Registration or call our Vision Care Customer Service representatives, available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.

Q : How can I order contact lenses online / how do I establish and contact lens online ordering account?

A : Only licensed eye care professionals and authorized contact lens distributors may establish an online contact lens ordering account with Alcon. Click here to register for a contact lens online ordering account.

Q : How can I check my contact lens and vision care products ordering bill?

A : In addition to ordering Alcon vision care products, your MyAlcon.com Contact Lens Ordering account can be used to access other important information like tracking vision care business orders, downloading invoice or statement copies, and viewing your current account balance.

Our Vision Care Customer Service representatives are available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.

Q : I need to change my address and/or phone number in your contact lens online ordering system. Whom do I contact?

A : Our Customer Service representatives are available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.


Change of address/ phone number requests for Contact Lens Ordering accounts may also be submitted via the “Account Settings” page when logged into myalcon.com Contact Lens Ordering.

Grant Questions

U.S. Technical Services

Q : Why Should I enroll in the Alcon Partners in Patient Care Program?

A : For the answer to this and all other questions around Alcon Technical Services, see the frequent questions page for technical services on this website.

Alcon Reimbursement Services Frequent Questions (U.S. Only)

Q : How do I contact Customer Service?

A : For pharmaceutical and surgical products and services inquiries, click here use the online Contact Us form or call 800-TO-ALCON 800-862-5266.

For vision care products such as contact lenses and lens solutions, including all inquiries related to online order registration tracking, downloading invoice or statement copies or reviewing your account balance, see the information below.

Our Vision Care Customer Service representatives are available 8:30 a.m. to 8:00 p.m. EST Monday – Friday.



If you have a product complaint or need to report an adverse event related to a contact lens product, please contact our Professional Consultation department 9:00 a.m. to 5:30 p.m. EST Monday –Friday, or use the online contact us form.

Q : How can I speak with my vision care sales representative?

A : Our Vision Care Customer Service representatives will gladly help you with that request. They are available 8:00 a.m. to 8:00 p.m. EST Monday – Friday.

Q : How do I request an Alcon sales representative to visit the office?

A : Please contact us with your location (city, state/province) and product/area of interest.

Q : How can I get literature for my office?

A : Literature for many of our products is available through Customer Service or through your Alcon sales representative.

Selected contact lens and lens care literature pieces are also available through your MyAlcon.com Ordering account.

Q : Where can I get directions for use and/or training (including insertion and removal) on your contact lens and lens care products?

A : Directions for use are available in both the Tools and Resources section of this site as well as under each related product brand.

Training for insertion and removal of contact lenses can be found in the Tools and Resources section >> Patient Education section of this website.

Q : What educational materials do you have for me, my staff and/or my patients?

A : Visit our Education Sectionfor available materials and resources for you and your office staff. For patient education materials, see the Tools and Resources >> Patient Education section of this website.

Training for insertion and removal of contact lenses can be found in the Tools and Resources section >> Patient Education section of this website.

Q : I’m interested in participating as a clinical investigator. Whom do I contact?

Q : Who do I contact for reimbursement information on Alcon products?

A : Please visit Alcon Reimbursement Services for Alcon product reimbursement information or contact Alcon's Reimbursement Services with your questions.

Q : How do I properly code Alcon products?

A : Please visit Alcon Reimbursement Services for coding and reimbursement information on Alcon products.
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