COOLCONTACTS.ca help centre
Questions?
Start here.
Straightforward answers about our lenses, safe wear, orders, shipping, returns, and shopping in store.
The essentials
Four quick answers
These are the details customers ask about most often before ordering.
Every design is sold as a pair
A quantity of 1 includes one lens for each eye.
Cosmetic, non-prescription power
Our contact lenses are Plano and do not correct vision.
Domestic order fulfilment
Orders ship from Canada, and we currently deliver within Canada only.
Replacement period varies
Check the product page and packaging for the exact duration after opening.
Lenses & appearance
Fit, power, packaging, colour results, and replacement periods.
Who can wear COOLCONTACTS contact lenses?
Many people can wear non-prescription contact lenses, but suitability depends on eye health, fit, hygiene, and responsible use. An eye-care professional can confirm whether decorative lenses are appropriate for your eyes.
Do you sell prescription contact lenses?
No. We specialize in cosmetic contact lenses. Our lenses are Plano, meaning they have 0.00 corrective power.
Do the lenses come in pairs?
Yes. All contact lens designs are sold in pairs, so a quantity of 1 includes two lenses.
I have dark brown eyes. Will the lenses look exactly like the product photos?
Not always. Natural-colour lenses are designed to blend with your iris, so the final result varies with your eye colour, lighting, and screen settings. Review every product image for examples on different iris colours. Most Special FX designs are more opaque and provide more consistent coverage.
Need help choosing? Contact us and tell us your natural eye colour and the look you want.
How long do the lenses last after opening?
The replacement period is generally 1 to 3 months depending on the design. The exact duration appears on the product page and package. The replacement clock begins when the sealed package is opened, not when the lenses are first worn.
Safety & care
Licensing, first-use preparation, and what to do when something feels wrong.
Are cosmetic contact lenses safe?
Decorative lenses are medical devices and must be fitted, handled, cleaned, stored, and replaced correctly. Risk increases when lenses are shared, exposed to water, slept in, worn beyond their replacement period, or used with poor hygiene. Read our Wear & Care guide before use.
Are COOLCONTACTS lenses licensed by Health Canada?
Yes. COOLCONTACTS identifies its Natural & Special FX Contact Lenses as Health Canada Class II medical devices under licence number 103978, with device identifier CB1678.
Do I need to soak new lenses before wearing them?
Yes. Soak the lenses in fresh, compatible contact lens solution for at least 4 hours before first use, unless the enclosed product instructions specify otherwise. Never use tap water or saliva.
What should I do if a lens burns, hurts, or makes my vision blurry?
Remove both lenses immediately and do not reinsert them. If pain, redness, discharge, light sensitivity, swelling, or blurred vision continues, contact an eye-care professional promptly.
The instructions included with the product take priority. This FAQ is general information and does not replace professional eye-care advice.
Orders & delivery
Tracking, destinations, dispatch, and delivery information.
Why does my tracking number say it is invalid?
Canada Post and UPS may need several hours to activate a newly created tracking number. Wait a few hours and try again. If it still does not update by the next business day, contact us with your order number.
Where do orders ship from?
Orders are fulfilled and shipped from Canada. Canadian customers do not receive an international import or customs bill for a domestic COOLCONTACTS order.
Do you ship outside Canada?
No. At this time, COOLCONTACTS ships to Canadian addresses only.
How long will delivery take?
Delivery time depends on your province, postal code, and selected shipping service. Current estimates and carrier details are available on our Shipping & Returns page and at checkout.
Returns & store
Eligibility, exchanges, colour expectations, and our physical retail location.
Do you offer refunds?
Refunds and returns are available only when the order meets the conditions in our Shipping & Returns policy. Opened contact lenses cannot be returned or exchanged.
How do I request an exchange or return?
Sign in to My Account, open your completed orders, and choose “Return Item(s)” beside the eligible order. Follow the prompts and wait for return instructions before sending anything back.
Can I return lenses because the colour looks different on me?
Colour results vary by natural iris colour, lighting, and screen display. A return or exchange may be considered only when the package is unopened and the product meets the conditions in the current return policy. Review all product images before ordering.
Can I buy COOLCONTACTS lenses in a physical store?
Yes. COOLCONTACTS lenses are available at Epochs in Les Promenades Gatineau.
Gatineau, QC J8T 6G3
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