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Questions? Call us at 1800 639 478

Contact Information


Clearly Contacts
Unit 25, 566 Gardeners Road
Alexandria, NSW 2015
ClearlyContacts.com.au

Frequently Asked Questions

Ordering

  • Ordering Online

    Eyeglasses

    Find Your Glasses

    1. 1. Choose your frame style by clicking on the "Eyeglasses" tab or "Sunglasses" tab found at the top of the homepage. If you know the exact frame you want, enter it in the search box found at the top right-hand side of the homepage.

      2. You can then further refine your search by using the refine search categories on the left-hand side of the page. All of the frames that match your specifications will be displayed.

      3. Once you have chosen the perfect frames, click "Order Now" and fill out the following:

    2. How will you use your glasses
    3. Enter prescription and pupillary distance
    4. Select lens options

    Purchase Your Glasses

    1. Once you are happy with your selections, click "Add to Cart".

    2. Upon completion of your order you will see a confirmation page with an order number. This means that your order has been received and is on its way. You will be sent an email copy of this confirmation.

    3. Payment options will be described on your invoice.

    Contact Lenses

    Find Your Contact Lenses

    1. Choose your contact lenses by clicking on the Contact Lenses tab found at the top of the homepage. If you know the exact lens you want, enter it in the search box found at the top right-hand side of the homepage or click on its picture.

    2. You can then further refine your search by brand or wear cycle.

    3. Once you have chosen your contact lenses, you will be asked to enter your prescription (Rx) information.

    Purchase Your Contact Lenses

    1. Once you are happy with your selections, click "Add to Cart".

    2. Upon completion of your order you will see a confirmation page with an order number. This means that your order has been received and is on its way. You will be sent an email copy of this confirmation.

    3. Payment options will be described on your invoice.


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  • Ordering By Phone

    To order by phone, please call Customer Care toll free at 1800 639 478.

    For Customer Care Hours, please see Hours of Operation.


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  • Refilling Your Order

    There are four different ways to quickly refill your last order:

    1. Login to your account, click on "Order History", locate the order you wish to refill and click "Re-Order".

    2. Sit back and relax by signing up for our AutoRefill Program. It's quick, easy and will ensure you never run out of contacts again! Click here to find out more.


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  • Returning Your Order

    If you need to return or exchange an order for any reason, our 366 day return policy makes it easy! We'll even pay the return shipping. If you want to exchange an order and still take advantage of the original promotional offer, just make sure your new order is placed within 30 days from the original ship date. If you want to exchange glasses you received for free, keep in mind the new pair must be coupon eligible.

    Follow the steps below to return or exchange:

    1. Call our Customer Care Team at 1800 639 478 and they will email you a pre-paid postage stamp.

    2. Return items in their original package or a sturdy box to:

    Clearly Contacts
    Unit 25, 566 Gardeners Road
    Alexandria, NSW 2015

    3. Please allow 4-6 weeks for your store credit, refund or exchange to be processed.

    Note: Simply ensure your glasses are in their original, unworn condition and contact lens boxes are unopened, unmarked and not within 6 months of expiry. We are unable to take responsibility for lost packages.


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  • Payment

    We accept the following forms of payment: Visa, Mastercard or PayPal.


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Shipping Information

  • Eyeglasses

    If you order frames with single vision lenses, we will manufacture your order within 3-5 business days and then ship it to you according to your chosen delivery method.

    If you order frames with an upgraded lens option, such as tinting, progressive lenses or higher index lenses, we will manufacture your order within 5-10 business days and then ship it to you according to your chosen delivery method.

    Your overall expected delivery date will depend on the delivery method chosen.


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  • Sunglasses

    Orders received between 4:30 pm (PST) on Friday and 12:00 pm (PST) Sunday will be processed Monday and shipped as soon as possible (pending availability of the sunglasses ordered). Processing generally takes 2 days.


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  • Contact Lenses

    If your contact lens prescription falls into the most common parameters, we are able to process your order the day we receive it and ship it either that day or the following day.

    Orders received between 4:30 pm (PST) on Friday and 12:00 pm (PST) Sunday will be processed Monday and shipped as soon as possible (pending availability of the contact lenses ordered). Processing generally takes 2 days.

    Please keep in mind that if you order a less common prescription it may take slightly longer to process, such as lenses for customers with astigmatism or multi-focal lenses. These lenses often have to be special-ordered and can take up to an additional 5 business days to process.


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  • Shipping Methods, Locations and Prices

    Your order may include up to a 6.95% Handling and Insurance surcharge to ensure your product is safely delivered to your door. This insurance also covers the cost of returning your contact lenses should your prescription change. In this case, you can return your unexpired, unopened boxes and we will refund you in full and help you place a new order with your updated prescription. We cannot accept exchanges for contact lenses that are within 6 months of their expiration date.

    AUSTRALIA

    • Priority Delivery (6-12 business days after processing) is $12.99
    • Courier Express Delivery (3-5 business days after processing) is $19.99

    INTERNATIONAL

    • International Priority (Global Express Priority Mail: estimated 10-15 business days including processing) is $38.99

    We apologize for the inconvenience, but we are not able to send FedEx deliveries to PO boxes. FedEx Overnight or 2-Day delivery is not available for International destinations at this time.


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  • Taxes

    Prescription products ordered will not incur a sales tax. Please note that non-prescription products ordered may incur a sales tax.


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  • Order Tracking

    We will send you an email when your order ships which will include a tracking number and instructions for how to track your order online. If your order has been shipped in the last 30 days, you can track its status on our website.

    Click Track My Order, or login to your account to access the latest information.


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Contact Us

Policies

Helpful Information

  • Eye Information

  • How the eye works

    Eyes do not actually see objects; they see the light reflected by objects. When these light rays enter the eye, they are absorbed and then converted into electrical signals by retinal nerves.

    In a person with normal vision, light rays enter the eye through the cornea (also known as the window of the eye), then are focused with the help of the crystalline lens. The crystalline lens is located behind the pupil at a point directly on the retina (the light sensitive nervous tissue at the back of the eyeball). These signals are subsequently sent to the brain where they are interpreted as visual images.

    Much like the way a camera works, when the eye is working you are able to see a clear picture. When the eye is not working properly, the picture is not as clear (there is a refractive error). Only about four in ten people have normal visual acuity. Refractive errors can be corrected with the help of eyeglasses or contact lenses.


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  • Common eye conditions

    Besides refractive errors that necessitate vision correction, there are a few common eye conditions that people can have. They are astigmatism, glaucoma, myopia, hyperopia and presbyopia.

    Astigmatism is a condition in which the cornea's curvature is asymmetrical - sometimes, this is described as the eye being shaped more like a football than a baseball. The eye is therefore unable to focus clearly. This can be corrected with toric contact lenses.

    Glaucoma is a condition in which the pressure inside the eye is elevated because of excessive amounts of fluid (aqueous humor). This can damage the optic nerve and cause a range of impairment, from loss of peripheral vision, or blindness. Chronic glaucoma usually begins in people over the age of 40.

    Myopia is also called nearsightedness. People with this condition can see clearly up close but not at a distance.

    Hyperopia, is also called farsightedness. People with this condition can see clearly at a distance but not up close.

    Presbyopia is a condition that usually affects people 40 and over. People with usually normal vision find it more and more difficult to read and do detailed work unless they're very close up. People with presbyopia can find help in the use of reading glasses, or bifocal or multifocal contact lenses.


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  • Glossary of common eye-related terms
    • Aspheric - a thin contact lens with gradually changing power
    • Astigmatism - condition in which the cornea has an irregular curvature, often but not always occurring with hyperopia or myopia
    • Axis - precise location of the point where correction is needed on the eye
    • Balance - term used to describe when one eye has little or no vision (Ex., OD: -5.50, OS: BAL)
    • Base Curve - a number between 7.0 and 10.0 or a phrase, such as steep or flat, that describes the curvature of the eye
    • Bifocal - eyeglasses with two or more viewing zones
    • Cleaning Solution - a liquid solution that aids in removal of debris from contact lenses
    • Colored lens - a contact lens with a tint or color added, either for handling/visibility purposes or to enhance or change eye color
    • ColorBlends - brand name of colored lenses, FreshLook ColorBlends
    • Cornea - referred to as the "window of the eye," it is the outermost layer of the eye
    • Corrective lens - see contact lens
    • Contact Lens - thin plastic material designed to fit over the cornea for the correction of a refractive error
    • Cylinder - measurement of how much correction is needed for patients with astigmatism
    • Daily wear Contact Lens - contact lenses that are worn for one day
    • Deposits - accumulations of substances (usually protein) onto the contact lens
    • Diameter - the width of the eye, measured in millimeters
    • Diopter - measurement unit of the refractive correction of a contact lens
    • Disinfecting Solution - used to disinfect contact lenses
    • Enzyme cleaner tablets or Solution - see Solution
    • Eye Care Provider (ECP) - see Optometrist, Opthalmologist, or Optician
    • Eye Dominance - the tendency to prefer visual input from one eye to the other with the majority of the population being right-eye dominant
    • Flat medium - a base curve of 8.6 or 8.7
    • Farsightedness - see Hyperopia
    • Glaucoma - a condition in which the pressure inside the eye is elevated to a point that can damage the optic nerve and cause a loss of peripheral vision, or blindness
    • Hyperopia - a condition in which a person can see clearly at a distance but not up close
    • Light filtering tint - designed for sports use, these tints help objects stand out against a background
    • Monovision - technique to limit the effects of presbyopia by correcting one eye for hyperopia and the other for myopia
    • Multifocal - a contact lens with more than two viewing zones
    • Myopia - also known as nearsightedness, a condition in which a person can see clearly up close but not at a distance
    • Nearsightedness - see Myopia
    • OD - Oculus Dexter, Latin for right eye
    • OS - Oculus Sinister, Latin for left eye
    • Opthalmologist (MD) - medical doctor who specializes in eyes. Can perform exams, treat disease and perform surgery
    • Optician - not a medical doctor, but licensed to fit and dispense eyeglasses and contact lenses following written prescription from ophthalmologist or optometrist
    • Optometrist (OD) - performs exams, diagnoses and treats disease. In some areas they prescribe, fit and dispense eyeglasses and contact lenses
    • Oxygen permeability - the amount of oxygen diffusing through contact lens material under specified testing conditions
    • Plano - non-prescription or 0.00 (zero) power
    • Power - see Sphere
    • Presbyopia - also known as farsightedness, a condition in which a person can see clearly at a distance but not up close
    • Rewetting Solution - used as a lubricant to increase comfort
    • RGP (Rigid Gas Permeable) lens - a contact lens made of slightly flexible plastics that allow oxygen to pass through to the eyes
    • Rinsing Solution - liquid solution that removes debris from contact lenses in preparation for use
    • Rx - prescription
    • Solution - there are many different types of solutions, made for different types of contact lenses
    • Sphere - a measurement of how much correction is needed, it is a number between -20 and +20
    • Steep medium - a base curve of 8.3 or 8.4
    • Tint - depending on the contact lens, there are different types of tint such as a handling or visibility tint, light filtering tint, enhancement tint or color tint
    • Toric - contact lens designed to correct astigmatism by bearing two different powers at right angles
    • Transitions - eyeglass lenses that change from light to dark based on UV rays and exposure to the sun
    • Visibility Tint - lightly tinted lenses for easier insertion and removal
    • Visitint ® - brand name, lightly tinted lenses for easier insertion and removal

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  • Glasses

  • How do I read my eyeglasses prescription?

    Use this eyeglasses Rx example and term definitions table to help solve the once confusing puzzle known as your prescription! Keep in mind, not all prescriptions will have these fields filled out.

    Eyeglasses Rx Example

    Eyeglasses Rx Terms

    Abbreviation    Term Meaning Parameter Examples
    OD Right Eye Right eye paramaters
    OS Left Eye Left eye paramaters
    SPH or PWR Sphere or Power Measure of near or far sightedness -12.00 to +6.00
    CYL Cylinder Measure for astigmatism -3.75 to +3.75
    X Axis Direction of cylindrical lens 0° to 180°
    ADD Add Power Additional plus power for near sightedness 1 to 4, or HIGH, MED, LOW
    PRISM/BASE Optical Prism Measure to compensate for eye alignment problems 0.5 base up (BU)
    PD Pupillary Distance Measure of distance between pupils Adults: 58mm to 70mm, Children: 41mm to 58mm

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  • How do I measure my pupillary distance (PD)?

    If your eyeglasses prescription does not indicate the PD measurement you will need to measure it yourself since PD is a required measurement when making eyeglasses.

    Follow these steps with a millimeter ruler to successfully measure your PD:
    1. Place a mm ruler up against your eyes, resting it on the bridge of your nose. Line up the starting point (0 mm) with your left (or right) pupil.
    2. This measurement is only accurate if you are looking straight ahead.
    3. Look at yourself in the mirror or have someone else read the ruler. If someone else is reading the ruler they must be at the same height as you.
    4. When the 0 mm mark on the ruler is lined up correctly on the left (or right) pupil the mark that lands in the center of the right (or left) pupil is your distance PD.
    5. Repeat these steps 2 or 3 times to make sure your results are accurate.

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  • Which lenses should I choose?
    • Standard Lenses (1.50 Index)

      • Doctor recommended prescription range: -1 to +1

      Durable Air Lenses (1.59 Index)

      • Doctor recommended prescription range: -3 to +3
      • Approx. 22% thinner than standard 1.5 plastic lenses
    • Thin Air Lenses (1.61 Index)

      • Doctor recommended prescription range: -4 to +4
      • Approx. 24% thinner than standard 1.5 plastic lenses
    • Ultra Thin Air Lenses (1.67 Index)

      • Doctor recommended prescription range: -4 to -12 and +4 to +6
      • Approx. 33% thinner than standard 1.5 plastic lenses
    • Learn more with our Lens Selection Guide: Open Lens Selection Guide in new window


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  • Why progressives and how do I adapt?

    Progressive lenses, also known as "no-line bifocals" are more than just a defined near and distance correction in one lens like traditional lined bifocals. Instead, progressives provide a smooth transition from distance through intermediate to near, with all the in-between corrections included. As well, since there is no line on the lens, they look like regular lenses. This constant progression of prescription means that you can look up to see in the distance, look ahead to view things such as a computer screen in the intermediate zone (20 to 26 inches in front of you), and drop your gaze downward to read and do fine work comfortably close up.

    Tips on How to Adapt Faster

    • Leave New Glasses On The wearer should put their new progressive eyeglasses on and leave them on. There are many people that get progressives who have never worn glasses before so they have a hard time remembering to keep them on. The only way you are going to be successful is if you actually use their eyeglasses!
    • Don't Go Back and Forth The main reason why people cannot get used to their new progressive eyeglasses is because they go back and forth between their old eyeglasses and their new eyeglasses. Your old eyeglasses are always going to feel clearer and more comfortable at first because your brain is used to them. You need to wear the new progressive eyeglasses full time to allow your brain ample opportunity to adapt.
    • Look Through the Corridor During the adaptation process, you should point your nose to the object you want to look at. If they move your eyes only without moving your head, you will be looking through the distorted portion of the lens and vision will be blurry. Remember that clear vision is along the vertical corridor in the middle of the lens. Pointing your nose to the object will keep your eyes in the clear vision corridor. After a short while, the conscientious effort to point your nose to the target will become automatic.
    • Don't Give Up Don't give up if you don't adapt after a few days. It may take up to a month to fully adapt to a new pair of progressive lenses. Even if you have worn progressives before if may take time since all progressive designs are different.

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  • Contact Lenses

  • How do I read my contact lens prescription?

    Use this contact lens Rx example and term definitions table to help solve the once confusing puzzle known as your prescription! Keep in mind, not all prescriptions will have these fields filled out.

    Contact Lens Example

    Contact Lens Rx Terms

    Abbreviation    Term Meaning Parameter Examples
    OD Right Eye Right eye paramaters
    OS Left Eye Left eye paramaters
    SPH or PWR Sphere or Power Measure of near or far sightedness -20.00 to +20.00
    CYL Cylinder Measure for astigmatism -4.00 to +4.00
    X Axis Direction of cylindrical lens 0° to 180°
    BC Base Curve Fitting of the contact lens 8.0 to 10.00
    DIA Diameter Measure of the lens width 13.0 to 15.0

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  • How does a contact lens work?

    Contact lenses are a medical device, designed to fit right onto the cornea.

    Contact lenses can help reduce image distortion sometimes caused by eyeglasses, because they fit right onto the eye and offer increased peripheral vision. An Eye Care Practitioner needs to fit a patient for contact lenses, because all eyes are different sizes and all patients have different needs.


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  • What types of contact lenses are available?

    An Eye Care Practitioner is the only person that can recommend and prescribe a particular type of contact lens to a patient. However, there are different types of contact lenses available with slightly different purposes.

    Daily-wear soft lenses

    Made of soft, flexible plastics that allow oxygen to pass through to the eyes.

    • very short adaptation period
    • more comfortable and more difficult to dislodge than RGP lenses
    • available in tints and bifocals
    • great for active lifestyles

    Daily-wear disposable soft lenses

    Single-use, daily wear lens that are designed to be worn for a single day, discarded at night, and replaced with a brand new pair.

    • typically no lens care is required
    • assures fresh and clean lenses when replaced
    • great for active lifestyles

    Extended-wear soft lenses

    Available for overnight wear. Made of soft, flexible plastics that allow oxygen to pass through to the eyes.

    • can usually be worn without interruption, even while sleeping, up to a maximum number of days

    Frequent & planned replacement soft lenses

    Soft daily or extended wear lenses that are replaced on a planned schedule, normally every two weeks, monthly or quarterly.

    • assures fresh and clean lenses when replaced
    • available in most prescriptions
    • spare lenses conveniently on hand

    Rigid Gas Permeable (RGP)

    Made of slightly flexible plastics that allow oxygen to pass through to the eyes

    • vision may be sharper than with soft contact lenses
    • easy to put on and to care for
    • durable with a relatively long life (1-2 years)
    • available in tints (for handling purposes)
    • daily-wear and extended-wear designs available
    • planned replacement schedule also available

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  • How long does it take to get used to contacts?

    Depending on a person's eye sensitivity and whether they have soft or rigid gas permeable (RGP) lenses, it could take from one day to two weeks. If there is irritation, the wearer should contact their Eye Care Practitioner.


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  • Which way is the right way to wear contacts?

    Many first time wearers have questions about whether or not their contact lens is inside out. There is a way to tell-just place the contact lens on your finger so it's forming a cup, and hold it up directly in front of your eyes so you're looking at it from the side. If the edges are flared out, it's inside out; if it's forming a "U" shape, it's correct.


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  • When should I replace my contacts?

    If contact lenses are still comfortable and in good condition beyond the recommended replacement schedule, it is still advisable to adhere to the wearing schedule prescribed. The main advantage of disposable lenses is that a fresh pair is worn daily or every couple of weeks.


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  • Is prescription verification necessary?

    All contact lenses are different. They are made with different materials, and parameters such as diameter and base curve can be different sizes. For example, a patient who is prescribed Acuvue 2 Enhancers with a base curve of 8.3 has been fitted for that brand and size specifically, and a lens like Freshlook Colorblends with a base curve of 8.6 might not fit properly.


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  • What about Plano (non-prescription) contacts?

    Some contact lenses are available in plano (non-prescription). Sometimes, patients without a need for vision correction want to change their eye color by wearing these cosmetic colored or special effects lenses.

    While these lenses are considered cosmetic, "non-prescription" or plano, the wearer still needs to have an eye exam and contact lens fitting from an eye care provider because contact lenses are made from different materials, and the diameters and base curves are different sizes. What works for one patient might not work for another.


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  • Contact lens safety

    Doctors warn contact lens wearers not to share their contact lenses! Contact lenses are medical devices and are fitted to the specific patient's parameters. When shared or handled improperly, they can also transmit harmful bacteria that can lead to infection or other dangerous eye conditions.

    Patients should always follow their Eye Care Practitioner's advice on wear, care and disposal of contact lenses.


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  • Recommendations for using contacts

    DO:

    • Attend regular eye care checkups
    • Wash and dry hands prior to handling lenses
    • Clean, rinse and disinfect lenses after use (except daily disposable lenses, which should be discarded daily)
    • Air dry lens cases/storage cases and keep dry when not holding lenses
    • Insert lenses before applying makeup
    • Remove lenses before removing makeup
    • Replace lens cases/storage cases every 3 months to prevent contamination buildup
    • Have spare lenses and solutions on hand
    • Have an up-to-date pair of glasses available in case you need to remove your lenses

    DON'T:

    • Use tap water on lenses
    • Wet lenses with saliva
    • Reuse disinfecting solution - always discard and replace with new solution each time lenses are stored
    • Sleep in your lenses, unless specifically advised to by your Eye Care Practitioner
    • Switch the type of solution you use except on the advice of your Eye Care Practitioner

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  • Cleaning and storing your contacts

    Contact lens wearers should always wash their hands before handling their lenses to avoid transferring dirt and germs to their eyes. They should also avoid moisturizing soaps, as they are not good for contacts. Hands should be dried with a lint-free towel.

    When one lens is removed, clean it with the recommended solution to remove eye-produced buildup, cosmetics, and other debris that impairs comfort. Some products require rubbing of the lens with a few drops of solution, while others only require rinsing. Rinsing is then required again to remove any loosened debris. Afterwards, the lenses can be placed in a clean lens case or holder, and filled with the appropriate solution for soaking and disinfection. Disinfection time varies, depending on product. These steps should be repeated for the other lens, and the lenses can be stored in the lens case.


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  • Contact lenses and swimming

    Contact lenses can be the best vision correction option for athletes, enhancing visual skills like depth perception, peripheral awareness and eye/hand, eye/foot coordination. Unlike glasses, they offer a competitive advantage because they stay in place under dynamic conditions and eliminate the risk of injuries from eyeglasses.

    It is, however, best to not swim while wearing contact lenses, because of the bacteria in the water that can adhere to the lenses and cause infections. If lenses are worn while swimming, it is advisable to wear goggles over them and disinfect them immediately afterwards.


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