Helpful Information for a Smooth Patient Experience
At North Texas Eye Clinic, we’re committed to providing quality eye care, personalized service, and a positive experience for every patient.
To help us serve everyone efficiently and fairly, we’ve established the following office policies and frequently asked questions.
We encourage you to review this information before your appointment or eyewear purchase.
Appointments & Scheduling
What Happens If I’m Late for My Appointment?
We understand that unexpected delays happen.
To respect the time of all our patients and maintain our appointment schedule, patients arriving more than 15 minutes late may need to reschedule, depending on availability.
If you’re running behind, please call or text our office as soon as possible.
What Is Your Appointment Cancellation Policy?
We understand that schedules change, and we currently do not charge an appointment cancellation fee.
However, patients who cancel appointments more than twice consecutively may be limited to scheduling same-day appointments rather than reserving appointments in advance.
This policy helps us maintain appointment availability for other patients.
Eyeglass Purchases, Returns & Adjustments
What Is Your Eyeglass Return Policy?
Prescription eyeglasses are custom-made products prepared specifically for your individual prescription, frame selection, and measurements.
We take pride in the quality of our eyewear and will make reasonable efforts to resolve any concerns with your purchase.
Our standard policy includes:
- Return requests must be made within 14 calendar days of receiving your glasses.
- Approved returns are issued as store credit rather than a monetary refund.
- A $50 restocking and processing fee will apply to qualifying prescription eyewear cancellations or returns.
- Returned frames and lenses must be free from damage or excessive wear.
- Damaged or altered products may not qualify for return, subject to applicable consumer protections.
Manufacturer defects, warranty claims, and other circumstances requiring different treatment under applicable law or warranty terms will be reviewed separately.
What If My New Glasses Don’t Feel Right?
It can take several days to adjust to a new prescription, especially when switching to progressive lenses or making significant prescription changes.
If your glasses feel uncomfortable or your vision doesn’t seem clear, please contact us.
Our optical team can evaluate:
- Frame alignment and fit
- Prescription lens accuracy
- Optical measurements
- Lens positioning
- Possible prescription-related concerns
If a prescription recheck or remake is necessary, we’ll review the available options under our office policies.
We encourage patients to report concerns promptly.
Standard adjustment and prescription concern periods:
- Single-vision and bifocal lenses: Within 14 days
- Progressive lenses: Within 30 days
An eligible prescription-related remake may be provided once at no additional charge, subject to our established policy and applicable warranty terms.
What If I Purchased My Glasses Somewhere Else?
You’re always welcome to use your valid eyeglass prescription at another optical retailer.
If you experience problems with glasses purchased elsewhere, we recommend first contacting the retailer that made them.
They can evaluate the frame fit, lens measurements, and accuracy of the finished prescription.
If problems continue, our doctor can review your vision and determine whether an additional examination is appropriate after you have your optical fill out our outside spectacle Rx form.
Additional professional fees may apply. Our office cannot guarantee the fabrication quality or warranty coverage of eyewear purchased from another provider.
What Is Pupillary Distance (PD)?
Pupillary distance is a measurement used to help position prescription lenses correctly in your selected eyeglass frames.
At North Texas Eye Clinic, we perform customized optical measurements when you select eyewear through our optical department and special fitting devices.
Routine eye examinations do not ordinarily include a separate frame-specific PD measurement service.
For patients purchasing eyewear elsewhere, we offer a professional PD measurement service for $49 if you bring in your frame to take measurements.
Any existing measurements contained in your medical records remain available in accordance with applicable patient access requirements.
What Happens If I Don’t Pick Up My Glasses?
We’ll notify you when your eyewear is ready for pickup.
We ask patients to collect their glasses and complete any remaining payment promptly.
Orders that remain uncollected or unpaid for more than 60 days may be subject to cancellation or additional handling under our office policies, applicable insurance agreements, and legal requirements.
Please contact us if you need additional time to pick up your order.
Contact Lens Policies
What Is Your Contact Lens Return Policy?
We understand that contact lens needs can occasionally change.
Our standard contact lens return policy includes:
- Return requests must be made within 14 days of pickup.
- Contact lens boxes must be unopened, unmarked, and in resalable condition.
- Approved returns are generally issued as store credit.
- A $50 restocking and processing fee may apply to canceled contact lens orders.
Returns, exchanges, and applicable fees are subject to manufacturer policies and any legal or contractual requirements.
What If My Contact Lens Prescription Changes?
If your contact lens prescription changes, we may be able to exchange eligible unopened boxes purchased directly from North Texas Eye Clinic.
Exchange requests must generally be made within six months of the original purchase.
Exchanges are subject to product condition, availability, manufacturer requirements, and our office policies.
Are Contact Lens Follow-Up Visits Included?
Routine follow-up visits associated with your initial contact lens fitting are generally included within the applicable fitting period.
For standard contact lens evaluations, follow-up visits should be completed within 60 days of the initial examination to avoid additional fees.
Specialty contact lenses, including scleral lenses and Ortho-K, may have different fitting schedules and follow-up arrangements.
Our team will explain the applicable fees and follow-up requirements before beginning your fitting.
Professional Services & Payments
Are Examination and Professional Service Fees Refundable?
Professional fees are generally due at the time services are provided.
Fees for completed professional services are generally nonrefundable, including:
- Comprehensive eye examinations
- Contact lens fitting evaluations
- Medical eye examinations
- Diagnostic testing and interpretation
- Medical procedures and follow-up visits
Any exceptions required by law, insurance agreements, or applicable billing policies will be honored.
Eye Exams & Vision Questions
Can I Use My Glasses Prescription to Purchase Contact Lenses?
No. An eyeglass prescription and a contact lens prescription are different.
Contact lenses sit directly on the surface of your eyes and require additional measurements and evaluation to ensure proper fit, vision, and eye health.
A contact lens evaluation is required before a contact lens prescription can be finalized.
What Does 20/20 Vision Mean?
20/20 vision means that you can see an object clearly at 20 feet that a person with standard visual acuity can see at the same distance.
Some individuals have sharper visual acuity, such as 20/15, while others may require corrective lenses to achieve 20/20 vision.
Does Having 20/20 Vision Mean My Eyes Are Healthy?
Not necessarily.
You can have excellent vision and still develop eye conditions such as glaucoma, diabetic retinopathy, or other diseases that may not cause noticeable symptoms in their early stages.
A comprehensive eye examination evaluates both your vision and the overall health of your eyes.
Why Do My Eyes Need to Be Dilated?
Pupil dilation allows your optometrist to examine the retina, optic nerve, and other internal structures of your eyes more thoroughly.
Dilating drops temporarily enlarge your pupils, providing a wider view inside the eye.
Dilation may be recommended based on your medical history, symptoms, and examination findings.
Can I Drive After My Eyes Are Dilated?
Dilating drops can temporarily cause blurry near vision, increased light sensitivity, and difficulty focusing.
Effects commonly last several hours but vary depending on the drops used and your individual response.
Some patients may not feel comfortable or be able to drive safely afterward.
We recommend bringing sunglasses and arranging transportation when possible, particularly if this is your first dilated examination.
Do not drive until your vision is comfortable and safe for driving.
Insurance & Payment Questions
What If I Don’t Have Vision Insurance?
We welcome patients with or without vision insurance.
North Texas Eye Clinic offers self-pay options for examinations and optical products. Certain discounts or promotions may be available depending on the services or products selected.
Please contact our office to discuss current pricing and available options.
Can I Use Out-of-Network Insurance Benefits?
Some medical and vision insurance plans provide out-of-network benefits.
If your plan allows out-of-network reimbursement, you may be required to pay at the time of service and submit a reimbursement claim directly to your insurance company.
Our office can provide an itemized receipt or superbill when appropriate.
Reimbursement is determined by your insurance company and is not guaranteed.
What Are Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)?
FSAs and HSAs are tax-advantaged accounts that may allow you to use eligible funds for qualified healthcare expenses.
Depending on your plan, eligible eye care expenses may include:
- Eye examinations
- Prescription eyeglasses
- Prescription sunglasses
- Contact lenses and eligible contact lens supplies
- Medically necessary eye care services
Eligibility and reimbursement requirements vary by account and plan administrator. Nonprescription fashion sunglasses and other nonmedical purchases generally do not qualify.
How Do I Know If I Have FSA or HSA Benefits?
Contact your employer’s benefits administrator, account provider, or health plan representative to confirm your account availability, balance, and eligible expenses.
Still Have Questions?
We’re Here to Help!
If you have questions about our office policies, appointments, eyewear purchases, insurance, or professional services, our team would be happy to assist you.
North Texas Eye Clinic
1800 Chestnut Street, Suite 101
Denton, TX 76201
Phone or Text: 940-369-7441
Email: info@northtexaseyeclinic.com
Located inside Chestnut Hall at the University of North Texas. Open to the public!