RETURNS & EXCHANGES
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Our goal is to help every customer with their vision needs. While we do our best to never make a mistake, sometimes we bungle things up. When that happens we take care of all the charges and make an effort to rectify any issue.
In all other instances, ranging from returns to exchanges, we must meet certain requirements as many of our products are considered medical goods. This is why all returns and exchanges must be in resalable condition. They must be damage free in their original package with the items that shipped with it. Once we receive your return we will process your refund or exchange.
You may return your frames or sunglasses within 5 business day of receiving them for any reason. Please know that returns come with a 15% restocking fee. This restocking fee allows us to break even on the labour required to receive, process, and return the item on our end.
Any returns after 5 business days (one week) come with a $25 service charge. As we have one week to return items on our end, this charge helps us balance the storage of any products we receive after this return window.
You may return contact lenses within 1 year from the date of purchase. As they are considered medical goods, only unopened and undamaged contacts may be returned. Please know that these returns come with a 10% restocking fee. This restocking fee allows us to break even on the labour required to receive, process, and return the item on our end.
Prescription lenses are custom made to order and cannot be returned or exchanged. You will have an opportunity to review your order before payment. Please confirm your prescription and lens choice before completing your order.
To begin your return please log into your account and start a help ticket with us. Once we are notified of your return, we can help guide the process further if you have any questions. That said, returning an item is as simple as shipping back to us using your federal post service (either or USPS or Canada Post). Upon receiving the return in good order we will process a refund.
For returns please review our returns policy to better understand restocking fees that may apply.
We work with you to address any questions or concerns you might have about your order. If you want to cancel your order, for any reason, please contact us as soon as possible. As we order regularly it is important that we cancel your order before we ship (or get lenses cut).
If your order has shipped, it will now need to be processed as a return. Please know that customers are responsible for charges associated with return shipping.
Lastly, please know that it may take up to a week to process a return.
We have 12-month warranties on our frames. In most cases the manufacturers’ warranty will be available for all claims that deal with defects. Please know that damage to frames or lenses caused by use is not covered by this warranty.
Our standard shipping takes 3-5 business days to make it anywhere in the US and Canada. This standard comes with tracking (through USPS and Canada Post). All orders over $149 USD have free shipping. On all orders under that amount shipping costs $9.95 USD.
Please know that all of our shipments do have insurance and handling. Our packages are valuable to us (and to you). To insure that they get to you in time we require signatures on all of our packages and insurance on everything we send out.
Terms and Conditions:
Information on Prescriptions for Contact Lenses:
We are a replacement contact lens company and only sell lenses for which you have a valid prescription and have been fit properly by your optometrist or eye care practitioner. By placing an order you are acknowledging that you have a valid prescription for the contacts you are ordering. Further, by completing the order you confirm that you have worn these contacts before without issue and that they match your prescription.
Prescription lenses are custom made to order and cannot be returned or exchanged. You will have an opportunity to review your order before payment. Please confirm your prescription and lens choice before completing your order. We are not liable for prescriptions or information that is input incorrectly.
But we are flexible! Before checkout there is time to review your order. We do our best to take at least one business day to process and give customers time to make alterations as the see fit. Also, we regularly communicate through our Help Desk and LiveChat so we can modify orders and information.
5-Day Return Period:
Customers must request a return within 5 days from receiving their product. Any unauthorized returns will require the customer to ship their return to us at their own expense.
All items returned to us are inspected and there is a 15% restocking fee for all returns. Any product which is not resalable (visually damaged, missing original packaging or contents) may be refused. Though we are always looking to work in your favor, all of our items are considered medical in nature and are regulated by strict guidelines.