Shipping & Returns
Clear delivery and return rules.
Orders ship from Canada to Canadian addresses only. Review dispatch times, delivery estimates, return eligibility, and lost-package handling before you order.
Before you order
The essentials
These are the key policies customers should understand before completing checkout.
Ships from Canada
Orders are fulfilled domestically for Canadian delivery addresses.
Same-business-day dispatch
Orders placed before 3:00 PM EST on a business day are prepared to ship the same business day.
No international delivery
We currently ship only to Canadian addresses.
Return eligibility is limited
Contact lenses must remain unopened and eligible under the return rules below.
Shipping
Fast Canadian fulfilment, clear estimates.
Available shipping methods and delivery estimates appear at checkout based on your postal code and selected service.
Where we ship
We ship to Canadian addresses only. Make sure your shipping address is complete and accurate before submitting your order.
Dispatch cut-off
Orders are shipped every business day at 3:00 PM EST. Orders placed after the cut-off ship the next business day.
Carrier options
Canada Post options may include Expedited, Xpresspost, and Priority, depending on availability at checkout.
Delivery estimates
Province-level delivery windows
Use these as general business-day estimates. Your checkout postal-code estimate is the better reference for your exact address.
Enter your postal code for more accurate delivery times:
| Province / Territory | Expedited | Xpresspost |
|---|---|---|
| AB | 4–8 business days | 3–5 business days |
| BC | 5–8 business days | 3–5 business days |
| MB | 4–6 business days | 3–5 business days |
| NB | 3–6 business days | 2–5 business days |
| NL | 4–8 business days | 2–4 business days |
| NS | 3–6 business days | 2–4 business days |
| ON | 1–3 business days | 1–3 business days |
| PE | 3–6 business days | 2–5 business days |
| QC | 1–3 business days | 1–3 business days |
| SK | 5–7 business days | 3–5 business days |
| NT | 7–14 business days | 3–5 business days |
| NU | 6–13 business days | 3–8 business days |
| YT | 7–14 business days | 3–8 business days |
Estimates are based on postal codes near major cities. Rural or remote addresses may require an additional 1–2 business days. Carrier delays, weather, holidays, and peak seasons can also affect delivery.
Returns
Simple rules, no surprises.
For hygiene and safety reasons, return eligibility is limited. Please check your items before opening the packaging.
Unopened items
Most new, unopened items may be returned within 10 days of delivery. Initial and return shipping fees are excluded unless the return is due to our error.
Opened contact lenses
Opened contact lenses cannot be exchanged or refunded. Inspect the package, colour, and product details before breaking the seal.
Clearance contact lenses
Clearance contact lenses are final sale and are not eligible for refund or exchange.
Colour results can vary
Lens colour can look different depending on your natural eye colour, lighting, and screen settings. For natural lenses, view all 4 product images before ordering so you can see the lens over different eye colours. A colour return or exchange may be considered only if the item is unopened and the colour is drastically different from the product image.
Fit is the customer’s responsibility
We do not refund or exchange lenses because they do not fit. If you have astigmatism, misshapen eyes, or sizing concerns, consult an optometrist before ordering.
Request a return from your account
Log in, open the order under Complete Orders, and select Return Item(s). We will email you once the return has been received and processed.
Common lens sizing
Most contact lenses are within the following ranges unless a product page states otherwise.
Returns, refused orders & wrong addresses
Address issues and refused deliveries are handled after the parcel returns to us.
Enter your shipping address carefully and pick up your parcel promptly. If a package is refused, unclaimed, returned to sender, or undeliverable because of incorrect information, the costs depend on who caused the issue.
Returned, refused, or unclaimed orders
Once the parcel reaches our warehouse, we can refund the eligible order amount. Initial shipping and carrier return-shipping charges are deducted unless the issue was caused by our error.
Wrong or incomplete addresses
If delivery fails because the address was entered incorrectly or incompletely, the customer is responsible for the cost to resend the parcel or for the shipping deductions on the refund.
Free-shipping or flat-rate promotions
If a promotional shipping order is refunded for a customer-caused delivery issue, the actual carrier shipping cost may be deducted from the refund.
Who pays correction costs?
We review whether the issue was caused by us, the carrier, or the customer. We cover correction costs only when the issue was our error. Carrier issues may require a carrier claim or investigation.
Refund timing
Refunds for returned-to-sender parcels are processed after the package arrives back at our warehouse. Refunds are typically issued within 10 days of the returned parcel being received.
Lost packages
What happens if tracking is wrong or a parcel is missing?
We need the carrier investigation to finish before issuing a replacement or refund. This protects both the customer and the store from false delivery results and carrier errors.
Resolution process
- Check delivery points. Look around your mailbox, lobby, front desk, parcel locker, porch, and nearby doors.
- Contact us. Tell us your order number and what the tracking page shows.
- We open a carrier investigation. The carrier may contact you to confirm delivery details.
- Respond quickly. Missed calls or unanswered carrier requests can delay or close the investigation.
- We act after the result. If the carrier confirms the parcel is missing, we can proceed with the appropriate replacement or refund.
Need help?
Questions about an order?
Send us your order number, postal code, and tracking status so we can review the issue faster.