Our office(s) has a strict policy on tardiness for all our patient’s appointments. If we have a full schedule and you’re more than 15 minutes late, we will have to reschedule you. We like to respect our other patient’s time and appointment schedules and try to stay on time since your time is as important as our other patients.

We do not have a cancelation charge, however, if you cancel your appointments more than twice consecutively, we will ask that for your next appointment, you can only schedule day of and not ahead of time.

The following is a list of our office policies. If you are unable to find the answer to what you need, please email us at info@winkeyecare.com. Or if you need immediate help, please call us at 214-872-4177.

• All professional fees are due and payable at the time service and are non-refundable. If a courtesy spectacle recheck is needed, it must be done within 60 days from your initial exam if you have ordered the glasses from our office.

• Prescription frames and lenses are considered custom orders. We will do our best to resolve any issues you may have with your spectacles. Returns are subject to a $50 restocking and processing fee when an Rx order is canceled after the purchase and invoicing. $25 restocking and processing fee for contact lens Rx orders that are canceled. Any cancelations & returns are only allowed in-store credit. We take pride in our customer service and quality of products. Our time is just as valuable as your time.

• Any contact lens follow-up will be covered by the contact lens fit/evaluation fee, but it must be done within 60 days of your initial exam to avoid any late follow-up fees.

• Glasses returns are only accepted within 15 days (including non-business days) from the date of dispense. A store credit for the amount will be issued. No refunds.

• Returns must be free of defect & damage. At our discretion, we may deny the returns of damaged frames and lenses.

• If glasses are not picked up or paid in full by 60 days after your glasses are ready, any deposits and/or insurance benefits will be forfeited, and your order will be canceled.

• If your contact lens prescription has changed, we will gladly exchange contact lenses purchased from our office. We can only accept unopened contact lens boxes and the exchange must be within 6 months from the date of purchase. Only valid with purchases made at our office.

• Contact lens returns are only accepted within 30 days upon pick up. Boxes must be unopened and unmarked.

I got my new prescription glasses from your location and it doesn’t feel comfortable or appear to be as clear as I thought they would be, what do I do?

• New prescriptions usually take a few days to get adjusted to. However, if discomfort continues, it’s important to relay this information to us in a timely manner. We can take care of your needs in the office by doing a frame, lens, and prescription quality control check. If a prescription change is needed, we will take care of it one time, free of charge.
• If you are a single vision or bifocal glasses prescription wearer, you have 30 days to come back in and get them checked by our staff for us to make a change. Any time frame longer than 30 days may include fees and remake charges.
• The same applies to progressive lens wearers, however, the grace period is 60 days instead of 30 days.

I took my prescription and got it online or at another optical and there’s a problem with the glasses, what do I do?

• The first thing you need to do is to make sure that you go back to your optical and have them recheck the frames, lenses, and prescriptions on the glasses. Get paper documentation of what optical lab rechecks they performed for your glasses. We will not do this for you if you got your prescription filled elsewhere. We don’t have control of how the lenses were made and where they are made, so we can’t guarantee that the lenses were made best to the prescription that our doctors have written.

• If you’re still having problems after that, please bring the documentation to us and we can look further into what may be causing it.

Our office does not take any of the pupillary distance measurements during your routine eye care visit. It’s not a part of the state of Texas requirements for an exam. All frames will fit a patient differently so we generally do not take any measurements until we find the frame for you in our optical. We will then make the proper adjustments and use a specialized optical device and application to get the proper measurements. The measurements will then be truly customized to your frames, eyes, and prescription that was written to you. 

The optical you are purchasing from will take this measurement for you. If you happen to be purchasing from an online website, most retailers have instructions and in some cases videos to help their customers take their own “general” pupil distance. However, please beware, this may be a difficult task and can result in side effects like headaches, eye fatigue, and dizziness. 

If you happen to have the frame and need the measurements, we do offer a PD service where we take these digital measurements with your frame for $39.

• Professional services such as but not limited to routine exams, contact lens fitting, special testing and interpretations, medical eye procedures, and other office visits are non-refundable.
  

No. An eye-glass prescription though related to a contact lens prescription is entirely different. Contact lenses need to be properly fitted to ensure good vision and health of the cornea.

20/20 vision means that you see at 20 feet what the average person sees at 20 feet. 20/200 means that you see at 20 feet what the average person sees at 200 feet. Many young patients have better than 20/20, e.g., 20/15. Only a few people have 20/10.

No. Just because you have 20/20 it doesn’t mean that you do not need correction, eye therapy, or treatment for a silent disease. Only a comprehensive eye examination will determine if your eyes are healthy and working properly.  Eye exams can lead to early detection of not only eye diseases but can also be a source for examining overall health.

To properly assess the retina (the back of the eye), we use to routinely dilate everyone. Looking at the retina through an un-dilated eye is like looking through the keyhole of your closet to see what is inside. Its easier and more effective if you open the door, put your head in and look around. The drops and technology used allows us to examine the back of the eye properly.

Absolutely, your eyes may be slightly sensitive to light and your near vision could be a little blurry,  however, wearing sunglasses or our temporary sunglasses will help.  The effects of the drops will wear off approximately 3-5 hours after dilation.

We offer special discounts for those without Vision Insurance, however, some medical insurance plans will cover routine or wellness eye exams for glasses. Coverage for contact lens fittings may not be covered.  Contact your medical insurance company for details, or we can help you confirm coverage.  Please give us a call for details on discounts for non-insured patients.

It’s easiest to call the number in the back of your insurance card and ask about filing an out-of-network insurance claim. If you select an out-of-network provider, you can expect to pay the full retail price for the services you want at the time of service. Typically, you must submit a request for reimbursement and an itemized copy of all your receipts to your vision insurance company to receive reimbursement. We will provide you with the proper itemized receipt for you to get your reimbursement for all procedures performed.

Absolutely, not everyone has the privilege of having insurance coverage. However, eye care and having optimal vision is important to function in every day life. We know this and we’re here to help! Please visit our Services section of the website to see details on our Affiliation Discounts, if you do not qualify, please call us for special pricing for our non-insured patients.

Flex spending is program created by the government which allows you to put away pre-taxed dollars in an account for use on medical care. Generally speaking the money must be allotted the year before use, around November or December, and must be used by the end of the year.

It has the advantage of allowing you to spend tax free dollars. If used at the beginning of the year you also get a year loan without interest. A double benefit.

To find out if you have Flex spending, consult your company benefits coordinator. We will not be able to help you that personal information.

You can used flex spending on purchase of exams, medical evaluations, office procedures, glasses, prescription sunglasses, sunglasses, contact lenses and contact lens accessories.