1. How much does it cost to join e-dr. Network?
Registration and use of e-dr. Network is free. You pay only for the products you order and freight.
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2. What are the requirements to use e-dr. Network?
e-dr. Network is constantly tested with multiple browsers.
Compatable browsers:
• Microsoft Internet Explorer 8 or later
• Mozilla Firefox
• Google Chrome
• Apple Safari
• Opera
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3. I forgot my user name and password. What should I do?
Just click here password@e-dr.com and we'll e-mail your user name and password to you.
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4. Does e-dr. Network bank my trials?
The Trial Lens Bank keeps track of trials available to you based on your e-dr. Network purchases. Simply select the Trial Lens Bank from the Order History tab to see how many trials you have in your bank. We follow manufacturers' recommendations for the Trial Lens Bank.
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5. Will my sales reps receive credit for purchases I make through e-dr. Network?
Yes, all sales reps receive credit for all purchases you make through e-dr. Network.
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6. How do I know if my order has been received?
After you place an order, you will receive an e-mail confirmation within minutes from e-dr. Network You can also check PHD (Purchase History Database), access the appropriate order and check its status.
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7. What if I don't have an e-mail address?
You can sign up for a free e-mail address from e-dr. Network (yourname@e-dr.net) from the home page or on the e-dr. Network registration form. Members can receive up to four free e-mail addresses. If you sign up for an e-dr.net e-mail address, be sure to follow the instructions for setting up the address on your computer in Netscape or Outlook Express.
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8. What if I lose my Internet connection during ordering?
Don't worry if you lose your connection during ordering. Our system is set up to read your order as it is being placed. Just log back on and check your current order; you will be able to add to it as if you were never disconnected.
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9. How do I know if all the products I am ordering are in stock?
Backorders will be acknowledged in the shopping cart or through e-mail. Status can also be checked through PHD (Purchase History Database). If an item is backordered, no action is required from you. The item will be delivered when it becomes available.
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10. What if I have a technical question regarding a particular product I am ordering through e-dr. Network?
To answer technical questions about a product, you should contact the manufacturer or supplier directly.
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11. How will shipping be charged if I place multiple orders during the day?
All in-stock orders are shipped same day if received by 4 p.m.(EST). Shipping charges are incurred when the "Finalize Order" button is clicked. If you anticipate ordering throughout the day, simply click "Submit Later." The e-dr. Network system will retain your order until you are ready to finalize, thereby eliminating additional shipping fees.
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12. What are the payment options for purchases made on my e-dr. Network account?
You may choose from two payment options: direct billing or credit card.
Direct billing: You will be billed directly by New Era Optical/e-dr. Network You will receive an invoice by the sixth of each month with payment due by the 20th.
Credit card: You must fill out and submit the credit card authorization form on the my e-dr. Network page to activate your account for credit card purchases. Once authorization has been established, you may enter your credit card number in the special window on the shopping cart page. Charges will be made to the credit card two business days after the order has been placed.
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13. Can my patients order through e-dr. Network?
e-dr. Network is for eyecare professionals only. We do offer e-dr. PRO (Patient Retention Online), a feature that allows you to build your own e-commerce site where your patients can reorder their replacement Contact Lenses directly from you. For more information on e-dr. PRO, call us toll-free at 1(800) 540-0337.
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14. Can I ship lenses directly to a patient?
Yes. Just select the patient button on the shipping section of the ordering page. Plus, our Doctor Direct program for soft Contact Lenses lets you ship four or more items directly to a patient at a reduced rate.
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15. What if I want to order a product that's not listed on the site?
We cannot guarantee the item can be added, but we will research the possibility. Please contact us toll-free at 1(800) 540-0337.
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16. How do I return an item?
Please see our returns and shipping page for details on our policies. We follow all manufacturers' policies on guaranteed fit or defective lenses. e-dr. Network requests that you submit a returns form with each return. This form can be accessed through the order history tab on the site.
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17. How can I be sure my account information is totally secure with e-dr. Network?
We understand the absolute necessity of protecting the personal privacy and business information of our customers. The New Era Optical/e-dr. Network computer system is an IBM AS/400 system. Because the software is resonant in the system and cannot be hacked, it is inherently more secure than the typical PC system. In addition, all data is protected with state-of-the-art encryption technology, including a "Secured Socket Layer" (SSL). This is the same safeguard used by major credit card companies.
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18. Who will have access to my patient and purchasing information?
Since the system is safeguarded with encryption technology, your account can only be accessed by someone who has your password.
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19. How do I access my account information? What information is available for my review?
Your user name and password allow you to access your e-dr. Network account records online at any time. As you make purchases through e-dr. Network, you will be building your own account database. You can view this information through PHD (Purchase History Database). PHD allows you to perform many functions, including monitor your current month's purchases or check any purchase you made in the last 12 months. With the patient locator, you can also access any patient's previous order. This makes it simple to reorder or check on an invoice.
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20. How can I get help placing my first order or what if I don't understand some aspect of the process?
e-dr. Network offers free site orientations to help you navigate the site and place your first order. To schedule a free site orientation, please call us toll-free at 1(800) 540-0337.
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21. What else can e-dr. Network do for me other than online ordering?
Beyond the 24-hour convenience and speed of online ordering, you will get some of the best optical supply prices available anywhere. In addition, e-dr. Network customers will receive special (unannounced) offers, which can be accessed through your my e-dr. home page. Another great feature of e-dr. Network is the ability to access your account through PHD.
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