Frequently Asked Questions
You’ve got questions? Here are some common answers about shipping, returns, exchanges and managing your account on this website.
If you don’t find the information you are looking for, we are happy to connect with you.
How do I make a return?
Please contact the retailer purchase location for details.
What is the product warranty?
Please contact the retailer purchase location for details.
What do I need to make a purchase?
A copy of your Prescription (Rx), Your Pupil Distance (PD), and a valid credit card.
How long will it take to get my order?
Contact lenses
Your wait time depends on your lens type. Some products — including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability”.
Once your contact lenses are in stock, they should be shipped to your selected Retailer within 1–2 business days who will contact you for pickup at their location.
Prescription glasses and sunglasses
Production times for prescription lenses can vary from 2–10 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to your selected Retailer who will contact you for your fitting.
How do I track my order and shipment?
Your retailer will communicate with you regarding your order and when it is ready for pick up at their location.
How do I get my order once it's ready?
Once you receive communication from the retailer, you will visit their location to receive your prescription glasses, sunglasses or contact lenses.
Contact lenses need to be fitted and eyeglasses need to be measured – all of this is done at the retailer location.
Will I be charged duties and taxes?
In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will incur the usual rate of tax for your region.
My Account
What is My Account?
My Account is your central hub for order and prescription information.
Your account will be created when you make your first purchase. You can then login anytime using the My Account page to save your favourites and quickly access your saved prescriptions, orders and Retailer details. No payment details are stored on this website. Please refer to the Privacy page for more information.
Access and manage the following with My Account:
- See your Order History.
- Access Stripe receipts.
- Access your Personal Profile to review and edit your securely stored email and address.
- See all your uploaded prescription details.
- See your selected Retailers for quick access to their location.
How do I print my receipts?
- Log into your account.
- Click on Orders.
- Scroll through your list.
- Click “Stripe Receipt” to view, or download and print.
How do I reset my password?
If you’ve forgotten your password, simply go to the My Account page and click on the “Reset Password” link. Use the email address that you registered with and we will email you a reset link.