FREQUENTLY ASKED QUESTIONS

Questions on Submission

Q. How do I complete my rewards submission?
A. Please review steps below:
  1. You must create an account on Acuvue.com and fill in all required information in the Rewards section.
  1. For initial annual, 6-month and 3-month purchases at time of annual eye exam:
    Once you submit online with the required items, you must then mail-in your tear pad sheet containing unique rewards code and your original unaltered receipt to: Merkle, PO Box 5085, Kalamazoo, MI 49003-5085.
  2. Once your tear pad sheet and original unaltered receipt are received, your submission will be processed.
If your tear pad sheet and receipt are not received within 4 weeks, you will receive a rejection notification informing you that these were not received. You can always mail the receipt and tear pad sheet back in and your submission will be re-evaluated upon receipt.
Q. What is the reward that I can earn when I purchase ACUVUE® products?
A. The amount of your reward will vary depending on the ACUVUE® Brand and quantity purchased and whether you are upgrading or repurchasing ACUVUE® Contact Lenses. A new wearer is defined as either (a) New to ACUVUE® Contact Lenses OR (b) New to a different ACUVUE® product than previously purchased. See ACUVUE® Brands & Offers for more details. Your reward will arrive in the form of an electronic ACUVUE® Brand Visa® Prepaid card which will need to be selected as a digital or physical card of your choice.
Q. What if I have purchased different ACUVUE® Brands for each eye?
A. When you complete your Rewards Submission, you should enter the ACUVUE® Product, Lenses per Box, and Boxes Purchased for each eye in the Purchase Information section. Your reward will be calculated based on the brand with the higher reward value for the total supply purchased.
Q. How do I include my receipt as part of the Rewards Submission?
A. When submitting online, you will need to create a digital image of your receipt. This can be accomplished by taking a digital photograph of the receipt or by scanning the receipt and saving the image file to your hard drive. Be sure the file is saved as one of the following types: .gif, .png, .tiff, .bmp, .jpeg or PDF. And, be sure the file is no larger than 5 MB.

You will then click the Select a File button in the Purchase Information section of the submission form. You will be prompted to find the file on your hard drive and upload it to our database.

Have more questions? See the Receipt Upload Tips.
Q. Will a credit card receipt be accepted as a purchase receipt?
A. Unfortunately we cannot accept a credit card receipt as it will not have enough detail to verify that the reward requirements have been met. Your receipt must contain all of the following: (a) patient name, (b) name of seller, (c) ACUVUE® brand purchased, (d) number of boxes/lenses purchased, (e) date of purchase and (d) purchase price.
Q. How do I obtain a rewards code?
A. You must make your purchase at a participating location or retailer. Make sure to ask your Eye Care Professional for your Rewards Code at the time of purchase.
Q. Is the rewards code available at any place that sells ACUVUE® Brand Contact Lenses?
A. No. ACUVUE® rewards are only available through in-office purchases and purchases made at participating retail location. Rewards are not valid for internet purchases or purchases made at Costco® Optical, Sam's Club® Optical, BJs® Optical, Walmart® Optical and Target® Optical. But, other offers may be available for ACUVUE® Brand purchases at these retailers.
Q. Can I submit for a reward if I don't have an email address?
A. No, an email address is required for submission per the Terms and Conditions.
Q. Why can't I use my P.O. Box address to register or claim my prize?
A. Your home address allows us to identify your residence for eligibility purposes.
Q. I'm having trouble entering a Rewards code. What should I do?
A. Make sure you are entering the 10-digit code exactly as shown. This means you should not include spaces and use all upper-case letters.

Questions on Flexible Rewards

Q. What are all of the Flexible Reward options?
A. With Flexible Rewards, you can start earning rewards toward an annual supply by choosing to purchase in smaller supply quantities. You can start with a 3-month or 6-month supply at the time of your annual exam. You can then buy 3-month supplies, a 6-month supply OR (for first submission 3-month purchasers only) a 9-month supply to earn a year of rewards. See ACUVUE® Brands & Offers for more details.
Q. If I choose a 3-month supply first, do I have to continue with that same supply amount for each submission?
A. No, with Flexible Rewards, you can choose how you want to reach your yearly total. For example, if you'd like to purchase a 3-month supply first, next, you can choose between another 3-month, 6-month, or 9-month supply. If you'd like to purchase a 6-month supply first, next you can choose another 6-month supply OR two 3-month supplies.
Q. If I am participating in Flexible Rewards, will I still earn all of my rewards?
A. For the best value, you can purchase a full annual supply at the time of your annual eye exam for up to $300 in savings. If you prefer to purchase your ACUVUE® Brand Contact Lenses in smaller increments, however, you can still earn up to $180 in total rewards. See ACUVUE® Brands & Offers for more details.
Q. Do I need to physically return to my doctor's office for another Rewards code if I started with a 3-month or 6-month supply purchase and want to purchase another Flexible Rewards supply?
A. No, you do not need to obtain a code from your doctor for subsequent purchases toward your Flexible Rewards annual supply. Depending on your initial purchase, you will receive an email containing a Flexible Rewards code for each eligible patient on your account. This email will arrive just in time for your next 3-month, 6-month or 9-month supply purchase.
Q. How will I know when I need to reorder?
A. We will send you a reminder email when your current supply is almost up. Once you receive the Flexible Rewards code and reorder through your doctor, you can submit that purchase for additional Flexible Rewards.
Q. I participated in Flexible Rewards, but now I want to order my annual supply. Can I still submit my annual supply purchase for a reward?
A. You can order an annual supply at any time, following your previous 3-month or 6-month supply while participating in Flexible Rewards.
Q. Can I use the emailed Flexible Rewards code for an annual supply purchase?
A. No. All annual supply Rewards codes must be obtained directly from your participating doctor.
Q. Can I use the emailed Flexible Rewards code for another patient in my household?
A. No. Only the patient named in the email may use the Flexible Rewards code for their next eligible purchase.
Q. Do I need to mail in my receipt for my additional/subsequent Flexible Rewards purchases?
A. No, a mailed receipt and tear pad sheet are only required for your first purchase 3-month or 6-month purchase at the time of your annual eye exam.
Q. I received my Flexible Rewards code but I do not need to order my contacts yet. Will my Flexible Rewards code expire?
A. Flexible Rewards codes can be used for purchases between 7/1/20 - 12/31/20.

Questions on ACUVUE® Brand Visa Prepaid Card

Q. How long will it take to get my reward?
A.You can expect your reward to arrive in your inbox in less than two weeks, if approved. You can check the status of your rewards by logging back into www.MyAcuvueRewards.com. If your reward was approved, and you have not received your ACUVUE® Brand Visa Prepaid card, please check your spam/junk folders.
Q. What is an ACUVUE® Brand Visa Prepaid card and where can it be used?
A. An ACUVUE® Brand Visa Prepaid card is a prepaid card with a balance equal to the dollar amount of your reward. Use your ACUVUE® Brand Visa Prepaid card anywhere Visa debit cards are accepted in the United States and U.S. Territories.
Q. Are there other rewards beyond ACUVUE® Brand Visa Prepaid cards?
A. At this time ACUVUE® rewards only include a prepaid card option.
Q. My reward is approved but I have not received my ACUVUE® Brand Visa Prepaid card.
A. Your MyACUVUE® Brand Visa Prepaid card will be sent to your registered email address within 14 days of your approval. This email will come from MyAcuvueRewards@myacuvuedigitalrewards.com. If you have not received your email, be sure to check your spam and junk folders.
Q. Does my ACUVUE® Brand Visa Prepaid card expire?
A. Reward type (Physical or Digital) must be selected within three (3) months of receiving reward email or reward will expire. Once reward type is selected, the funds must be used within six (6) months or the reward will expire.

Questions on Mobile Phone Authentication

Q. Why do I need a mobile phone to submit for rewards online?
A. Text Message Authentication validates that you are the person who owns your account, and ensures that we have a valid contact number for you.
Q. Can I still submit for a reward if I don't have a mobile phone?
A. No, a mobile phone number is required to complete your submission.
Q. I didn't receive a 6-digit code by text message. What should I do?
A. Contact your mobile phone service provider to ensure that shortcode text messages are not blocked on your mobile account. You can also request a new 6-digit code by clicking the link on the page titled "Didn't receive a code? Submit a new request". Click "SUBMIT", and a new 6-digit code will be sent to your mobile phone number. If you are still experiencing issues, please reach out to us at the form below with the issue type "Text Message Authentication".
Q. My 6-digit code did not work. Can I get a new code?
A. Make sure you are entering the 6-digit code exactly as shown. If this code does not work, it may be expired. You can request a new 6-digit code by clicking the link on the page titled "Didn't receive a code? Submit a new request", then click "SUBMIT", and a new 6-digit code will be sent to your mobile phone number.
Q. My phone has been used on another account/reward request. Can I still submit for rewards online?
A. Only one account/reward request is permitted per mobile phone number. You can use another mobile phone in your household.

Technical Issues

Q. I think I'm having technical issues. What should I do?
A. Sometimes it's a simple thing like updating your browser. Check to be sure that you have a modern version of Chrome, Internet Explorer, Firefox, or Safari. Also, you may want to check your browser preferences section to be sure JavaScript and third-party cookies are enabled.

CONTACT US

For questions or comments related to your MyACUVUE® Rewards account, please contact us directly at 1-888-998-6290 or complete the form below. During times of high call volume, we recommend contacting us by email at acuvue@helloworldfulfillment.com. Please note a response may take up to three business days. We will use your information in accordance with our Privacy Policy to respond to your inquiries and fulfill your requests as necessary for our legitimate interest and possibly to comply with our legal obligations relating to pharmacovigilance or product quality. Please read our Privacy Policy.

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Important information for contact lens wearers: ACUVUE® Brand Contact Lenses are available by prescription only for vision correction. An eye care professional will determine whether contact lenses are right for you. Although rare, serious eye problems can develop while wearing contact lenses. To help avoid these problems, follow the wear and replacement schedule and the lens care instructions provided by your eye doctor. Do not wear contact lenses if you have an eye infection, or experience eye discomfort, excessive tearing, vision changes, redness or other eye problems. If one of these conditions occurs, contact your eye doctor immediately. For more information on proper wear, care and safety, talk to your eye care professional and ask for a Patient Instruction Guide, call Johnson & Johnson Vision Care Customer Relations at 1-800-843-2020 or contact us at Acuvue.com.