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30-Day Return and 365-Day Exchange Policy
Contact lenses may be returned within 30 days or exchanged within 365 days of purchase provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Such returns will receive a credit, excluding any shipping charges.
We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer..
The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer:
- HYDRASOFT SPHERE THIN
- Proclear Toric XR
- Proclear Multifocal XR
- Proclear Multifocal Toric
- Frequency 55 Toric XR
- Biofinity XR toric
In the unlikely event you receive a defective contact lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.
Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.
Cancelled/Refused/Return to Sender
How can I cancel or change my order?
We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel or edit your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel or change your order before it is processed and/or shipped. If your order has been processed but not shipped and you wish to cancel your order, there will be a 3% cancellation fee to recover merchant fees.
All packages that are sent back to our facility marked refused will be refunded minus a 10% restocking fee and a refusal fee which will be the cost of the original shipping method.
What happens if my order has already shipped?
If your order has been shipped, all refunds will incur a 10% restocking fee within 365 days of receipt of item. Please note that customers are responsible for all charges associated with the shipping and return shipping of goods back to Contact Lenses Canada. All shipping fees are non-refundable.Note: Please allow up to 10 business days for your return to process from receipt of the returned merchandise