- Shipping & Returns
Shipping & Returns
Delivery Time Estimates
Enter your postal code for more accurate delivery times:
Province estimates (business days):
Delivery times are estimated using postal codes located near major cities. If you are located further away from major cities, please add a 1-2 business days to the estimate.
Our shipping is fast. We try to ship faster than regular ground shipping, but you are free to select a faster method in your cart at an extra cost.
We only ship to Canadian addresses.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Refused Orders and Wrong Addresses
If you refuse your order or if we are unable to deliver the package because of wrong or faulty information, we will deduct the shipping fees from your refund. You will be reimbursed within 10 days from the day the package reaches our warehouse, to the credit card/PayPal account used to place the order.
In the event of a shipping error (e.g. Recipient did not pick up package within 10 days, an incorrect address, etc), we will determine if the issue is a result of our error, the customer's error or the shipping company's error. We will only cover the correction costs (re-shipping, return shipping, etc), if the issue is a result of our error. In some cases (lost package, late delivery), the shipping company may be responsible for covering the costs. In all other cases, the customer will be required to provide the costs required to ship the item back to them. If the customer refuses to provide these costs, we will refund the order once it has arrived back to us, with shipping charges deducted (initial shipping and return shipping).
If a refund is issued for any reason, the initial shipping cost is always excluded from the refund, unless the reason for the refund was due to our error. Return shipping charges will always be the responsibility of the customer, unless the reason for return was due to our error.
Lost Packages & False Delivery Claims
In the event that your order gets lost during its delivery or, the tracking information states that your order has been delivered and you have not received it, we will open an investigation with the shipping provider (Canada Post or UPS). This process could take 1 or more weeks to complete, and we will only issue refunds or send out replacements once the investigation has closed.
In the meantime, you are free to place a second order if you think that there are no issues with your shipping address and we will refund your initial order once either: the investigation completes or, you receive the initial order and send it back to us.
In some cases, the tracking information will state that a package has been delivered before it arrives at your address. This is common in areas where an independent shipping provider may handle the shipping for your area.
You may return most new, unopened items within 10 days of delivery for an exchange. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). We cannot give refunds; and we cannot exchange opened items. The color of the products may vary depending on the wearer and the screen you are using to view our website; if you are unsatisfied with the color, we can only exchange it if it is unopened and the color is drastically different from the image - which would be a result of our error.
We also cannot exchange orders that do not fit you. If you have astigmatism, misshapen eyes or other conditions that alter your eye size, we recommend having your eyes measured by an optometrist before ordering. Most of our contact lenses are the following size (special sizes will be listed in the product's description):
- Base curve: 8.6
- Lens size: 14.0
You should expect to receive your exchanged item within four weeks of giving your package to the return shipper, however, in many cases you will receive the item more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your item once we receive it (1 to 3 business days), and the transit time it takes for you to receive your item (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your return once we've received and processed the returned item.