Frequently Asked Questions

Question 1

Why can't I log in with my username and password from the previous website?

Accepted Answer

When the new website was created, to ensure high levels of security, we temporarily removed the options to log-in and create an account.

Question 2

Where can I find my account number?

Accepted Answer

Your Johnson & Johnson account number is a 7-10 digit number that can be found on your last invoice or by calling your ACUVUE® Account Manager.

Question 3

What is the JNJVISIONPRO website for?

Accepted Answer

On our site, you can find more information about and order products, take online training courses, and find an array of valuable resources and tools that can help drive your practice forward.

Question 4

Why can't I log in anymore? I can’t access Practice Centre or My Learning?

Accepted Answer

The option to log-in and create account is temporarily removed on the new JNJVISIONPRO.COM site.You can still access our Education Centre with learning resources and use our helpful tools such as the ACUVUE® Fitting Calculator and ACUVUE® OASYS MAX 1-Day Vision Simulator.

Question 5

How do I place an order on the new site?

Accepted Answer

The order page can be accessed by clicking the 'Order' button in the top-right corner of the site. This will take you directly to the online Order Centre for Denmark at order.acuvue.dk.

Question 6

How do I order from Johnson & Johnson?

Accepted Answer

We currently have a number of ways to order once you have an account with us. We would recommend our E-commerce site which gives easy access to all your ordering needs and is available 24/7. Should you need any further help on this topic, our friendly Customer Services team is here to help and can be contacted on 8060 1200 during business hours: Monday to Thursday, 9 am -17 pm, Friday, 9am - 16:30 pm, or anytime via e-mail RA-NordicsCustServic@ITS.JNJ.com.We look forward to welcoming you to ordering with ACUVUE®.

Question 7

I have not ordered in a while. Will I still be able to order?

Accepted Answer

If you are unsure of the status of your account, please contact our customer services department 8060 1200 during business hours. They can take your details, investigate the current status of your account and advise of the next steps required if necessary to enable ordering.

Question 8

Who do I contact if I have billing questions?

Accepted Answer

Please call our expert team on free phone 8060 1200 during business hours.Business hours: Monday to Thursday, 9 am -17 pm, Friday, 9am - 16:30.

Question 9

Can I return unopened contact lenses?

Accepted Answer

A full overview of our Returns Policy can be found here. If you have any further questions about our returns policy, please contact our Customer Service team during business hours on 8060 1200, and they can guide you through the terms and procedure.

Question 10

What is your average delivery time?

Accepted Answer

Lens orders will be shipped and delivered by courier within 3-5 working days (subject to stock and credit approval). A full overview of our delivery times and daily cut offs can be found here.

Question 11

My order has not arrived. What should I do?

Accepted Answer

Please contact our friendly Customer Services team on 8060 1200 and they will be happy to help and investigate your order status further.

Question 12

I would like my customers to receive their lenses directly at their home. Is this a service you offer?

Accepted Answer

Yes, here at Johnson & Johnson we are constantly striving to meet our customers' needs and we realise the value of this service to our customers. If you wish to set up Home Delivery, this can be done through our website or you can contact our Customer Services team who can arrange this for you and talk you through the options available.

Question 13

Do all ACUVUE® contact lenses offer UV protection?

Accepted Answer

Yes! ACUVUE® contact lenses is the only major brand which blocks more than 97% UVB and 82% UVA rays as standard across the range.**1

Question 14

Is it necessary to wear sunglasses with ACUVUE® contact lenses?

Accepted Answer

While ACUVUE® contact lenses do provide UV** protection to the areas they cover, other parts of the eye and surrounding areas are still exposed to UV light. ACUVUE® contact lenses are not intended as a replacement for sunglasses and you should continue to use UV-absorbing eyewear as directed by your Eye Care Professional. The lenses can be worn with non-prescription sunglasses and should be considered a part of a total light management suite of solutions.

Question 15

Can contact lenses be worn while playing sports?

Accepted Answer

Yes, any ACUVUE® Brand contact lenses can be worn during non-water based sports or exercise.

Question 16

What is the best contact lens solution to use for cleaning and caring for lenses?

Accepted Answer

ACUVUE™ RevitaLens is a great match with ACUVUE® Contact Lenses and other leading brands[^2]. In fact, clinical studies show that the combination of ACUVUE™ RevitaLens Multi-Purpose Disinfecting Solution and ACUVUE® Brand Contact Lenses resulted in all-day comfort and healthy ocular surface physiology.[^3]

Registration process FAQ

Website FAQ

Order Centre FAQ

Order & Returns FAQ

ACUVUE^® Products FAQ

References