Frequently Asked Questions

How do I find out information about Alcon's animal testing policy?: We have posted our views regarding animal testing within Corporate Responsibility.

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Artificial Tear Products

What are Systane® Lubricant Eye Drops?: Systane® is an artificial tear that contains a polymer, HP-Guar, which has unique gelling properties for enhanced efficacy. When Systane® is exposed to the eye, it forms a soft gel-like consistency that prolongs protection of the eye's surface by keeping the eye's tear film moist.
Systane® provides relief for most dry eye symptoms including dryness, burning and foreign body sensation.
Can I use Systane® with other eye drops?: Alcon recommends you to consult your physician on the use of Systane® with any other eye drop.
What if my Systane® solution is cloudy?: If the solution should become discolored or cloudy, it would be apparent through the translucent bottle. Contact us and include your name, address, daytime phone number, and the product lot code. We will be glad to send you a replacement.
Does Systane® contain preservatives?: Systane® contains the preservative, POLYQUAD®. POLYQUAD® is proven to be safe and gentle. Millions of patients worldwide have used POLYQUAD®. It is considered nonsensitizing and one of the gentlest preservatives on the market.
How does Systane® reduce dry eye symptoms?: The unique technology of Systane® is based on a proprietary polymer system which allows it to form a soft gel-like layer over the eye's surface. This results in a more stable tear layer, enhanced moisture retention, and a smooth protective coating that shields eye tissues from the effects of drying.
Where can I buy Systane® Lubricant Eye Drops?: Systane® can be found at most major retailers, grocery stores and pharmacies worldwide.
Where can I buy Systane® Unit-Dose Preservative Free?: Systane® Unit-Dose Preservative Free can be found at most major retailers, grocery stores and pharmacies in the US and the UK.
Can I use my Systane® Unit-Dose Preservative Free with contact lenses?: Apply one to two drops of Systane® Unit-Dose Preservative Free in your eyes. Wait approximately 10 minutes before inserting your contact lenses. Clinical studies show improved contact lens wear comfort when Systane® Unit-Dose Preservative Free is used before and after wearing contact lenses. Systane® Unit-Dose Preservative Free has not been clinically proven for use when contact lenses are in the eye.

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Clinical Trials

What is a clinical trial and how does it work?: To learn more about what clinical trials are and how they are conducted please see clinical trials.
How do I find out what clinical trials are currently being conducted?: A complete list of current clinical trials can be found at Trials in Recruitment.
How do I enroll in a clinical trial?: Access the clinical trial of interest in the Trial in Recruitment section, which will link you to the trial information on the U.S. Government Clinical Trial Website. This site will provide you with the contact information, trial number, and eligibility requirements needed to enroll in a study.
How do I find out information about Alcon's animal testing policy?: We have posted our views regarding animal testing within Corporate Responsibility.

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Contact Lens Solutions

Where can I find a travel-sized bottle of Opti-Free® contact lens solution (to carry on a plane in the United States)?

Airport security regulations currently consider contact lens solutions, saline solution, and rewetting drops as "over-the-counter medications" that can be carried on the plane if they meet the following inspection criteria. All prescription and over-the-counter medications (liquids, gels, and aerosols) including lubricating jelly, eye drops, and saline solution for medical purposes are permitted. You are not limited in the amount or volume of these items you may bring in your carry-on baggage. BUT if the medically necessary items exceed three ounces or are not contained in a one-quart, zip-top plastic bag, you MUST declare to one of the security officers at the checkpoint for further inspection. For further information and updates on security regulations for the US and other countries that have adopted the Transportation Security Administration (TSA) guidelines, check the TSA Web site. Alcon bottle OPTI-FREE® Express® and OPTI-FREE® RepleniSH® contact lens solutions in a 4 ounce size, which can usually be found in the contact lens solution aisle of most major retailers.

Who determines the pricing on Alcon's lens care products?

Alcon establishes a product cost to the retailer, and each retailer determines the final price to the consumer. We encourage you to shop and compare retail prices at various retailers and to get the best value.

Where can I buy Alcon lens care products?

Alcon does not sell directly to consumers. However, Alcon lens care products can be found at most major retailers, grocery stores and pharmacies worldwide. Please be sure to look in the general eye care section of these stores in order to locate the product.

Are Alcon's contact lens care solutions safe to use with my disposable and/or colored lenses?

Alcon soft contact lens products do not contain bleaching agents and are approved for all soft lenses, including disposable and colored lenses.

What is the recommended way to clean and care for my contact lenses?

Always wash and rinse your hands before handling your lenses.
Use only approved contact lens solutions for lubricating or wetting your lenses.
Never use saliva or tap water. Don't use home-prepared saline.
Use fresh solutions in your lens case when disinfecting.
Clean your contact lens case on a regular basis, as this can be a source of bacteria growth.
Never re-use the solution in your lens storage case.
Use lens care products before the expiration date marked on the container and carton.
Don't get lotions, creams, cosmetics, or sprays in your eyes or on your contact lenses.
See your eye doctor on a regular basis.

Where can I buy OPTI-FREE® products?

Alcon does not sell directly to consumers. However, Alcon lens care products can be found at most major retailers, grocery stores and pharmacies. Please be sure to look in the general eye care section of these stores in order to locate the product.

Why does my eye doctor insist that I rub my lenses?

Your eyes are unique and your doctor may recommend additional products or procedures to care for your lenses based upon your individual chemistry or lens wearing schedule. Consult with your eye care professional.

What is OPTI-FREE® RepleniSH® MPDS?

OPTI-FREE® RepleniSH® is a multi-purpose disinfecting formulation that contains a proprietary dual-action reconditioning system. OPTI-FREE® RepleniSH® is specially designed to recondition silicone hydrogel and soft contact lenses. It contains disinfecting agents compatible with all soft contact lenses.

Is OPTI-FREE® RepleniSH® MPDS a replacement for OPTI-FREE® Express® MPDS?

OPTI-FREE® RepleniSH® represents the latest technology in lens care and is clinically proven to improve contact lens comfort in all wearers and extend lens surface moisture retention up to 14 hours. We anticipate that OPTI-FREE® RepleniSH® will eventually phase out OPTI-FREE® Express®.

Why is OPTI-FREE® RepleniSH® MPDS in a 12 oz size bottle?

OPTI-FREE® RepleniSH® is packaged in 12 oz bottles that are filled with 10 oz of solution. The new technology of the OPTI-FREE® RepleniSH® formulation requires manufacturing to produce a 10 oz fill in a 12 oz bottle.

Can OPTI-FREE® RepleniSH® MPDS be used with RGP (gas permeable) lenses?

OPTI-FREE® RepleniSH® was cleared by the FDA for use with silicone hydrogels and soft contact lenses. We have not tested the product for use with RGP contact lenses.

Where can I buy Unique-pH® RGP lens solution in the US?

To respond to customer requests, Alcon has decided to continue production of Unique-pH® Multi-Purpose Solution in the United States. Plans to continue production for distribution in additional countries is not yet determined. Unique-pH® is available to US residents through www.Amazon.com and www.Drugstore.com. Unique-pH® Multi-Purpose Solution is a cleaning, conditioning, and disinfecting product designed for gas permeable lenses. Unique-pH® contains a revolutionary polymer system that changes solution characteristics based on tear pH. The product is dispensed from the bottle as a low viscosity solution for ease of use in cleaning and conditioning gas perm lenses. The product changes to a thicker viscosity upon lens insertion for enhanced comfort during lens wear while maintaining visual acuity. Product questions should be directed to Alcon's Customer Service Department at 800.451.3937 or fax 800.777.2799. All orders should be placed through www.Amazon.com or www.Drugstore.com.

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Nutritional Supplements

Where can I buy ICAPS® Eye Vitamins?: Alcon does not sell directly to consumers. However, ICAPS® vitamins can be found at most major retailers, grocery stores and pharmacies.
Can I break ICAPS® tablets to alter the dosage or make it easier to swallow?: ICAPS® Plus tablets do not have the time-release feature available in other ICAPS® products. Therefore, breaking these tablets does not impact the effectiveness of these tablets. However, other time-release formulations should not be broken.
Why is there no longer cotton in the ICAPS® bottle?: The cotton has been removed from all ICAPS® bottles because the ICAPS® vitamins are triple coated so the bottle does not require cotton. The bottle neck has also been shortened, thus reducing the risk of tablets moving around and breaking.
Why is ICAPS® AREDS dietary supplement red?: The red color in ICAPS® AREDS was chosen as an esthetically pleasing color that is safe. The red in AREDS is FD&C Red # 40 Lake. This colorant is certified and tested, approved by the FDA, and is found abundantly in food, drug and cosmetic products.
Why is ICAPS® LZ yellow?: The yellow color in ICAPS® LZ is from riboflavin, vitamin B2. This colorant is certified and tested, and is found abundantly in food, drug and cosmetic products.
What's the difference between ICAPS® TR or ICAPS® Original and ICAPS® Plus?: ICAPS Original has the same formulation as ICAPS® Plus. ICAPS® TR is no longer available. ICAPS® Plus is a time-release, high-potency antioxidant formula that contains Lutein and Zeaxanthin.
Why do ICAPS® tablets have to be so large?: The vitamin has to be that size to provide all ingredients needed.
Which ICAPS® should I use?: We recommend that you consult your eye care professional to determine which ICAPS® product is best for you.

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Patient Needs

Does Alcon provide assistance to patients with financial hardships?: The Alcon Patient Assistance Program provides assistance to those in need through physicians and hospitals. For more information on guidelines and the process for requesting assistance, please see Patient Assistance.
Does Alcon provide condition and disease educational material for patients?: For information on conditions and diseases appropriate for patients and family members, please see Patient Education.
How do I find out if Alcon offers a treatment for a certain condition?: To find out about Alcon products, please visit the products section, which is organized by conditions and diseases.

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Product Dissatisfaction

What if I am dissatisfied with an Alcon pharmaceutical or consumer vision care product?: If you are dissatisfied with an Alcon product for any reason please contact us and include your name, address, daytime phone number and the product lot code on the product label. We will work with you and/or your doctor to get you a replacement product.
How do I keep my Alcon solution from leaking?: To minimize solution leakage, store the bottle in an upright position and keep the cap tightly closed between product uses.
What if I bought an Alcon product that does not appear to be filled completely?: Alcon's products are filled by machines, and the procedures are carefully monitored during the production process. However, on rare occasions, it is possible for an incident such as low fill to occur. Contact us with your name, address, daytime phone number and the product lot code on the product label, and we will respond to your inquiry.

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Product, General

How do I find out information about a product recall?: If you believe that an Alcon product that you own has been recalled, you may contact us with the product lot code on the label. We will be happy to inform you of the status of that lot code and if the product has been recalled, provide you a replacement.
Is it harmful to swallow an Alcon solution?: While it is not recommended, Alcon consumer products do not contain toxic chemicals.
Where do I find product information?: Please visit Products to access package inserts, directions for use and other product related information.

For Healthcare Professionals

The Alcon Foundation

How do I apply for grant assistance?: Please visit The Alcon Foundation for more information how to apply for grant assistance.

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Alcon Medical Education

How do I find out information on Alcon's medical education programs?: Please visit www.alconmeded.com for information on all medical education related activities.

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Clinical Trials

What clinical trials are currently underway?: A list of current clinical trials can be found at Trials in Recruitment.
Where do I direct my patients who are interested in enrolling in a clinical trial?: Direct your patients to the clinical trial of interest in the Trials in Recruitment section. They can also contact us for trial information and locations worldwide.
How do I become an investigator for a clinical trial?: If you are interested in participating in a clinical trial as an investigator, please contact us with your requests.

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Humanitarian Efforts

How do I find out information about Alcon's medical mission and humanitarian programs?: Please visit Corporate Responsibility for information on Alcon's medical mission programs and many humanitarian efforts.

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Alcon Reimbursement Services

Who do I contact for reimbursement information on Alcon products?: Please visit Alcon Reimbursement Services for Alcon product reimbursement information or contact Alcon's Reimbursement Services with your questions.
How do I properly code Alcon products?: Please visit Alcon Reimbursement Services for coding and reimbursement information on Alcon products.

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Patient Needs

How do I request patient assistance?: The Alcon U.S. Patient Assistance Program provides assistance to patients who cannot afford the drugs they need. For more information on guidelines and the process for requesting assistance for a patient or facility, please see Patient Assistance.
Does Alcon provide condition and disease educational material for patients?: For information on conditions and diseases appropriate for patients and family members, please see Patient Education.

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Product Contributions for Charitable Efforts

How can I apply for product contributions for charitable efforts?: Contact Alcon Corporate Giving.

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Products, General

How do I request an Alcon sales representative to visit the office?: Please contact us with your location (city, state/province) and product/area of interest.
How do I order product samples?: Please contact your Alcon rep to determine availability of sampling for your particular product of interest. If you need contact information for your representative, please contact us with your location (city, state/province) and product/area of interest.
When will products in development be available?: To determine approximate timeframes for approval of a product currently in development at Alcon, please see Alcon's short-term pipeline. As a public and regulated company, Alcon is not permitted to provide information beyond this.
How do I find product prescribing information?: Please visit Products to access product inserts, directions for use and other product-related information. If the product you are inquiring about is not listed here, please contact us.
Where do I find product information?: Please visit Products to access product inserts, directions for use and other product related information. If the product you are inquiring about is not listed here, please contact us.
How do I find out information about a product recall?: Typically large product recalls will be announced via an Alcon press release. If you believe a product you own may have been recalled, or have questions about a recall, please contact us.
How do I find out if a product contains latex?: Please contact us with the product name and item number.

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Service Calls

How do I schedule a service call?: For technical service outside the United States, contact your local Alcon office.

Cataract and Vitreoretinal instrumentation and accessories located within the United States, contact Alcon Surgical Technical Services at 1-800-832-7827 or 949-753-1393, 8:00 a.m. to 7:00 p.m. Central Time, Monday through Friday.

Alcon Refractive Technical Services for equipment located within the United States can be scheduled by calling 1-877-LADARVISION or 407-384-1600, 8:00 a.m. to 7:00 p.m. Central Time, Monday through Friday.

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Solution & Device Storage

We received BSS®/BSS PLUS® that was frozen during shipment. Is it okay to use when product is completely thawed?

The approved product labeling states "DO NOT FREEZE". We do not support using BSS®/BSS PLUS® intraocular irrigating solution that has been frozen and then thawed.

We received BSS®/BSS PLUS® that has some ice in the bottle. Don't know if it was fully frozen or not. Is it okay to use the product when fully thawed?

We do not support the use of BSS®/BSS PLUS® if it appears that it was fully frozen or thawed.

Can I get a replacement BSS®/BSS PLUS® that was received frozen during shipment?

Yes, a Surgical Customer Service Representative can assist with your replacement. (800.862.5266)

What do I do with frozen BSS®/BSS PLUS®?

Frozen BSS®/BSS PLUS® should be returned to Alcon.

What do I do with a broken bottle(s) due to the frozen product of BSS®/BSS PLUS®?

A Surgical Customer Representative can assist you with a credit to your account. (800.862.5266)

What are the proper ways to store viscosurgical devices - VisCoat®, ProVisc®, DuoVisc® DisCoVisc®?

Alcon's Ophthalmic Viscosurgical Devices should be stored in a refrigerator between 2 - 8°C (36 - 46°F). Alcon cannot assure the effectiveness of these products nor recommend their use once they are stored outside of the labeled guidelines. The following stability information is provided to assist in making a clinical decision regarding whether the product may be used if inadvertently exposed to conditions outside of the approved labeling:

Proper Storage for Viscosurgical Devices
Product	Temperature Conditions	Stable for Duration of
VisCoat®	77° F (25° C, room) 95° F (35° C, elevated) 113° F (45° C, elevated)	Up to 1 week Up to 3 days Up to 12 hours
ProVisc®	77° F (25° C, room) 95° F (35° C, elevated) 113° F (45° C, elevated)	Up to 4 weeks Up to 1 week Up to 48 hours
DuoVisc®	77° F (25° C, room) 95° F (35° C, elevated) 113° F (45° C, elevated)	DuoVisc® consists of one syringe each of VISCOAT® and ProVisc®. Please follow the guidelines for VISCOAT® and ProVisc®.
DisCoVisc®	77° F (25° C, room) 95° F (35° C, elevated) 113° F (45° C, elevated)	Up to 1 week Up to 3 days Up to 12 hours

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Surgical Equipment Exchanges

Does Alcon repair any surgical handpieces?

No, Alcon only repairs Grieshaber® handpeices. To discuss your needed Grieshaber® handpiece repair, contact us.

What Alcon surgical handpieces can be exchanged?

The following handpieces can be exchanged:

Legacy® Surgical System

Turbosonics® 375
Neosonix® Handpiece (8065740968)
MacKool* Handpiece (8065-M002-01)

INFINITI® Vision System

Neosonix® Handpiece (8065750120)
Ultrasonic Handpiece (8065750121)
Aqualase® Handpiece (8065750193)

Accurus® Surgical System

Turbosonics® 375
MacKool* Handpiece (8065-M002-01)
Fragmentation Handpiece (8065740242) .

Other

High Performance (HP) Fragmatome™ Handpiece (590-3200-501) -- STTO - Ocutome®.
Ultrasonic Handpiece (590-2000-501) -- Master.

Are I & A handpieces exchangeable?

No, the codes 8065817701 (I/A Handpiece, Threaded STTM) and the 8065817801 (I/A handpiece, Threaded STTL) cannot be exchanged.

* MacKool is a trademark of Dr. Richard Mackool

For U.S. Technical Service

Technical Services

Why should I enroll in the Alcon Partners in Patient Care Program?: Unparalleled value, that's why. Alcon Field Engineers work exclusively with Alcon equipment. They are trained in surgical and clinical environments, as well as advanced technical issues. By providing peak instrumentation performance, the Alcon Partners in Patient Care Program lets you focus on your patients. Partners in Patient Care maintains your instrumentation properly so that it meets the safety requirements of all relevant regulatory agencies. In-service training puts your patients in the care of well-trained staff. Additionally, Partners In Patient Care means less patient waiting and rescheduling. Why? Because it helps minimize equipment downtime, so you can be more effective.
Will this help me reduce my costs?: Yes. Unexpected service costs are virtually eliminated. In addition, budgeting is easier and more accurate with the Alcon Partners in Patient Care Program fixed annual cost. Multiple year, multiple machine agreements can be a part of your program. This means you save because the cost will be fixed for the term of the agreement. Key account pricing and flexible financing is available.
Will the Alcon Partners in Patient Care Program increase my efficiency?: Yes. Regular maintenance of equipment helps avoid untimely failure and the time-consuming process of rescheduling patients. Staff productivity is also enhanced through in-service training. Finally, your program requires only one purchase order.
Similar services can be obtained from other sources. Why should I choose Alcon Laboratories?: No other service can match the benefits of our program! Alcon Field Engineers, trained in surgical and clinical applications, can easily identify downtime or operator error. For example, other services may not have the expertise or equipment necessary to fix or calibrate Alcon instrumentation. Alcon uses genuine factory parts and assemblies that are readily available to Alcon Field Engineers. You purchase Alcon equipment because of its excellence and value added benefits --- enroll in the Alcon Partners in Patient Care Program for the same reasons.
What are the specific benefits?: Alcon Field Engineers --- Alcon Field Engineers know and comply with our strict manufacturing guidelines to make certain that equipment is performing to specification. They work only on Alcon equipment, and they keep a comprehensive service record of your equipment history.
Emergency Service --- On-site emergency service reduces downtime and minimizes surgery schedule interruption.

Scheduled Preventive Maintenance --- An on-site calibration, in-depth evaluation and component cleaning help avoid unanticipated downtime.

System Upgrades --- Many software and hardware refinements that extend the life of your equipment are included at no additional charge.

In-Service Training --- On-site training for your staff to help improve efficiency and confidence.

Parts and labor --- All parts, travel and labor are included, for one fixed cost. Please refer to your customized Alcon Partners in Patient Care Program proposal for an exact listing of the benefits you’ll receive.
How fast is the response for an on-site emergency service call with the Alcon Partners in Patient Care Program?: Our goal is to get your instrumentation on-line before your next surgery date so you and your patients are not affected. To meet that goal, the most frequently needed replacement parts are carried by your Alcon Field Engineer, with others available by overnight delivery.
We've had some personnel changes. Will my Alcon Field Engineer provide in-service training?: Certainly. The Alcon Partners in Patient Care Program delivers training for your staff whenever it's needed. Just call to schedule an appointment or advise your Alcon representative.
Is there someone I can call to answer technical questions and solve problems?: Yes. Our Technical Support Specialists are available Monday - Friday, 6:00 am to 8:00 pm Eastern Standard Time, to provide answers to all your technical questions. The toll-free number is 1-800-TEC-SVCS (1-800-832-7827 - EXT 2).
My staff is very busy. Will preventive maintenance calls be automatically scheduled?: Yes. Your Alcon Field Engineer will call and arrange a convenient time for your scheduled maintenance visits.
Do you offer financing?: Yes. In certain situations, financing is an option.

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Visit Alcon Country Websites

Frequently Asked Questions

For Patients & Family

Artificial Tear Products

Research & Clinical Trials

Contact Lens Solutions

Nutritional Supplements

Patient Needs

Product Dissatisfaction

Product, General

For Healthcare Professionals

The Alcon Foundation

Alcon Medical Education

Clinical Trials

Humanitarian Efforts

Alcon Reimbursement Services

Patient Needs

Product Contributions for Charitable Efforts

Products, Sales, General

Service Calls

Solution & Device Storage

Surgical Equipment Repairs & Exchanges

For U.S. Technical Service

Technical Services

For Patients & Family

Artificial Tear Products

Clinical Trials

Contact Lens Solutions

Nutritional Supplements

Patient Needs

Product Dissatisfaction

Product, General

For Healthcare Professionals

The Alcon Foundation

Alcon Medical Education

Clinical Trials

Humanitarian Efforts

Alcon Reimbursement Services

Patient Needs

Product Contributions for Charitable Efforts

Products, General

Service Calls

Solution & Device Storage

Surgical Equipment Exchanges

For U.S. Technical Service

Technical Services