FAQ

If your question is not on this page, feel free to contact us!

Q: Who can wear COOLCONTACTS contact lenses?

A: Most people can easily wear non-prescription contact lenses. The most important things to take into consideration before wearing contact lenses are responsibility and attitude towards safe usage. Seeing an eye care professional will help determine if non-prescription contact lenses are right for you.

Q: Do you sell prescription contact lenses?

A: Not at the moment. We specialize in cosmetic contact lenses. All of our lenses are Plano (0.00 power).

Q: Do the lenses come in pairs?

A: All of our lenses come in pairs, so a quantity of 1 includes two lenses.

Q: My tracking number doesn't work / The tracking page says invalid tracking number

A: Both Canada Post and UPS tracking pages take several hours to update from when your order has been shipped. Please wait a few hours and try again.

Q: My eyes are dark brown, will this affect how the contact lenses look in my eyes/will it still look like the model in the product images?

A: For our coloured 'Natural' contact lenses it is important to read the product descriptions and consult each of its images to view the lenses on various iris colours, previewing what they might look like on your eyes. Our lenses are designed to BLEND with your original eye colour (they look different for everyone). While for our crazy 'Special FX' designs, most are made to completely cover up the iris and will look the same for almost everyone.

If you are at all unsure about a specific contact design, definitely email us, we will be happy to help!

Q: How long do they last for?

A: Once the seal is broken, the lenses will last 1 to 3 months depending on the product. The duration of the lenses are listed on each product's description and on the package labeling. The shelf life can be up to 5 years and will be indicated on the label.

Q: Are non-presciption/cosmetic contact lenses safe?

A: Our lenses are as safe as all other contact lenses regulated by Health Canada when used with proper care. COOLCONTACTS brand contact lenses are certified according to the ISO 13485:2003 certification standard recognized by the Canadian Medical Device Conformity Assessment System (CMDCAS) and classified as Class II Medical Devices by Health Canada, as required by law since July 2016.

Q: Do I need to soak my contacts in contact solution?

A: Like all contact lenses, you must soak them in contact solution for 2 hours prior to first wearing and must also be stored in solution when not in use. See our Care & Usage page for more information. We offer contact solution for purchase.

Q: Where do you ship from?

A: All orders are shipped from Canada (Ottawa, ON), so you will never have any duty or customs issues when receiving your order (Canada Border Services Agency requires a Class II Medical Device License since July 2017 before clearing contact lenses through customs).

Q: Do you ship outside Canada?

A: Unfortunately, we do not ship outside of Canada at the moment. Sorry!

Q: Do you offer refunds?

A: We offer refunds only in some cases, please view our refund policy for more details.

Q: How do I exchange an item?

A: To exchange an item, simply click on "My account" at the top of the page, then click on "Completed Orders". Here you should see a list of orders which you have received, proceed to click on "Return Item(s)" next to the orders you want to exchange.

Q: Do you offer discounts or deals?

A: We definitely do. Make sure to Like us on Facebook or follow us on Twitter and Instagram to get some exclusive deals for followers!