ProSupply – FAQs

We will take you through our ProSupply Frequently Asked Questions.

1. Order Delivery Times & Guidelines – ProSupply Warehouse (Sunshades NSW)

The ProSupply Warehouse is managed by Sunshades Eyewear on behalf of ProVision. The Sunshades warehouse will process orders during normal business hours based on the following guidelines.

Stock Orders (Delivered to Practice)

• All Stock orders submitted by 3pm will be shipped at 4:30pm daily
• All Stock orders will be shipped directly to the members practice address.
• All Stock orders will incur a standard freight charge that will be billed to the ProVision Members Account by Sunshades.

Hoya Supply & Fit Orders (Frames being picked up by Hoya)

• Hoya orders submitted before 3pm will be picked up by Hoya at 4:30pm.

All Orders

• Pick-up / despatch times subject to negotiation and re-scheduling based on daily volumes.
• Orders submitted after 3pm will be processed the next business day.

2. Cancellations – ProSupply Warehouse Stock Orders and Supply & Fit Orders

ProSupply Warehouse (Sunshades) Cancellations

• Once orders have been released for picking the goods will be deemed as shipped and cannot be cancelled. (Cut off times are before 3pm). Sunshades Phone Number: 02 8303 7300
• Sunshades will NOT accept cancelled or return goods from either Lens manufacturers or directly from Member practices after the scheduled release times.
• Once shipped from the ProSupply Warehouse any returns must be sent directly to the Supplier Eyewear Wholesaler for credit at the Practice’s expense.

Important: All Practices are responsible for cancelling both the frame and lens orders independently.

Supply & Fit Cancellation – Hoya

Refer to the following Cancellation reasons to clarify what action you need to take to cancel your order.
Note: Not every cancellation will require the Frame to be cancelled through Sunshades.

Note: Charges will apply in the instances where the job has already been started, i.e. product consumed.

* In these instances it will be dependent on where the job is being produced as well as how far along it is in the production process to determine if the changes can be made to the order or if the order needs to be restarted. It would be more beneficial for the Practice to contact the relevant lens supplier rather than cancelling the order outright, eliminating possible unnecessary costs as well as delays. The relevant lens supplier can then take appropriate action.

3. How do I register onto the site to place orders and see cost prices?

All registrations need to go through to the orders.provision.com.au website and click on the Register Tab and fill out all your details and click Submit.

Registrations will usually be actioned within 1 business day. You will receive a Welcome email back to the nominated email address.

4. How do I contact ProVision for general questions about ProSupply?

Website Access & general website questions will come through to orders@provision.com.au or call ProVision Support Office 1800 035 618

5. How do I use the site?

• Click the button below to view the “How to Use Manual”. This document is also available on the ProSupply website by clicking on “How this Works” at top of the page
• All Welcome emails will also receive a soft copy of the “How to Use Manual”
• ProSupply Video Tutorials are available. You can find these through related courses on the right of this page, through ProSupply website and on your Welcome Email

How To Login and Navigate ProSupply      How To Process Stock Orders

6. Where do I look for basic product information & order status?

The first source of answers will be the website!

• Product Availability
• Suggested Cost Prices \ Suggested Retail Prices
• Account Management – Your Order Status
• Order notifications will go back to the nominated email address

7. Who do I call for further frame information and pricing / invoicing questions?

Frame questions should be directed back to the individual Supplier – same as today!

Ring the relevant supplier for

• Frame Specifications
• Invoicing
• Pricing questions

8. Who do I call for “Non-ProSupply Warehouse” frame order information?

Frame Order Questions should be directed to the individual Suppliers – same as today! Ring the relevant Supplier to follow up on orders where the frames are not held in the ProSupply Warehouse.

9. Who do I call for Supply & Fit Frame orders that are sitting at the ProSupply Warehouse?

Supply & Fit Orders for ProVision Warehouse (Sunshades Eyewear Sydney) 02 8303 7300

• Refer to the Guidelines prior to calling Sunshades.
• Sunshades will take calls about ProSupply Warehouse related frame orders only.

10. Who do I call about my Lens Laboratory Orders and Status information?

Lens Laboratory Orders and Status Questions go back to the relevant Laboratory.

11. When will the Supply and Fit stock be reviewed and changed?

The supply and fit range will be reviewed on a monthly basis as agreed by suppliers and the website updated accordingly.

12. How do I order APRO?

The system will allow you to add a comment before you checkout. Type in “Request for APRO” and also a patient reference. This will be added to your purchase order and will be acknowledged by the supplier’s customer service team.

13. Can I order Exclusive Brands that require you to be a Stockist?

Current Stockist rules still apply! The system will not stop you from creating orders for exclusive frames that require pre-authority from the supplier to become a Stockist. Speak to the direct supplier if you want to talk about introducing an exclusive range.

14. How will freight be charged from the ProSupply Warehouse (Sunshades) for stock orders?

You will only be charged freight when you submit a stock order for frames / sunglasses from the ProSupply Warehouse for direct delivery to the Practice. These freight charges will be raised against your Sunshades Account.

You will need to make sure that you maximise the freight savings by creating a ProSupply Stock Order for all required frames available in the ProSupply Warehouse. To find all these frames use the Supply & Fit filter.