FREQUENTLY ASKED QUESTIONS
Have a question for our Customer Service Agents after hours? We’ve got the answers. Find the answers to our most commonly asked questions below. If you still need assistance, send an email to email@example.com and your email will be answered in priority sequence during business hours.
What forms of payment do you accept?
Canada: We accept Visa and Master Card.
USA: We accept Visa and Master Card.
How can I cancel my order?
Please call our Customer Care Team at 1-888-517-0001 right away. In the case the order has not been processed a team member can cancel it for you. Unfortunately, if the order has already been processed but not shipped, a cancellation fee of 3% is applicable.
Are your prices posted in Canadian or US currency?
Please refer to the top right corner of the homepage. You will see a picture of a flag indicating the currency you are shopping in.
Why does my credit card keep declining?
We are a Canadian company and it is possible that if you are a U.S customer that there may be an international block on your card. You can have it removed by contacting the 1-800 number on the back of your credit card. Once it's been removed, the transaction should go through.
Where do I send my prescription?
Please scan it and email it to us with your order number to firstname.lastname@example.org or fax toll-free at 1-887-340-7803. If you are emailing your prescription, please make the subject line of your email your order number. For faxes, please write your order number on the prescription sheet.
How does contact lens prescription verification work?
For shipping to and within the USA, we must verify your prescription. If you send us your prescription by email or fax, we will have no need to contact your doctor and your order will get processed a bit faster. If not, your eye care provider has 8 business hours to respond to our request for verification. If they do not respond within this time frame we will assume that your prescription is valid and your order will be processed and shipped.
Can you send me trial lenses?
We are strictly an online retailer and cannot provide trial lenses. Please visit your eye care professional for trial lenses as you will need to be fitted for them.
How can I send my product back for a return or an exchange?
Only products that are unopened, unmarked and purchased within the last 365 days can be accepted back for a return or an exchange. If the items you wish to return match these criteria, please contact our Customer Care Team at 1-888-517-0001 and a team member will be happy to issue you an RMA (Return Merchandise Authorization) and email you the return address.
Do you accept Vision Insurance?
Since we are an online retailer we do not direct bill any insurance companies. We do provide all our customers with an itemized receipt that can be submitted for reimbursement. For insurance coverage specifics please check with your provider. .
What do I do if I receive a defective lens?
In the rare case you receive a defective lens, please do not discard it as it may be requested for analysis by the manufacturer. Please contact our Customer Care Team at 1-888-517-0001 so we can obtain further information. If the lens is deemed defective, the manufacturer will assist in providing a replacement at no cost. Please note that we cannot provide refunds for defective items. Replacements can only be provided for what was originally ordered (same brand, power, color).
Where can I enter a coupon code?
There will be a box to enter a coupon code before you submit the order. The discount will be reflected in the final price before you submit the order. Please note that only one coupon code can be accepted per order.
How long does it ship my order?
In stock items are shipped from our facility in 8-48 business hours. Non-stock items take 3-5 business days to ship. You will receive an email with a tracking number as soon as your order has been shipped out. Please refer to the shipping table listed on the shipping information page and note how long your chosen method will take for delivery.
I received a tracking number but there is no movement on it. How do I know if its been shipped?
The moment you receive an email with a tracking number indicates your package has left our facility. For our United States customers, the package must clear US Customs. While the package is clearing Customs, you will not see any updates. The scan will only be seen once the package has crossed over the border. This process can take 24-48 business hours. If the order was shipped on a Friday, please allow 24-48 hours after the weekend for the update.
What happens if my lenses freeze during shipment?
It's okay if they do! They just need to be stored at room temperature for 24 hours. Contact lenses are stored in a buffered saline solution and are designed to go back to their original state once thawed for the 24-hour period.
My tracking number states my package has been delivered, but I haven’t received it. What should I do?
If your package was shipped via Canada Post or FedEx: Please kindly contact us by phone or email so we can initiate an investigation with the postal carrier to have the package located and delivered ASAP.
If your package was shipped via USPS: If you have not received your package, please visit your local USPS post office as they usually have the package re-directed there if they do not feel it safe to leave at your door. If they do not have your package, please gather the supervisor’s name and contact phone number at the post office and provide that information to us. We will then initiate an investigation with USPS on your behalf. Please note we are unable to provide refunds for packages that show delivered.