Shipping & Returns

On-time service guarantees

Service guarantees are suspended as Canada Post ramps up operations.
Once the Canada Post network is stabilized, we will notify customers when on-time service guarantees are reinstated.

Shipping

Delivery Time Estimates

Enter your postal code for more accurate delivery times: 

Orders get shipped every workday at 3:00 PM EST. Orders placed after 3:00 PM EST will be shipped on the following business day.

Province estimates (business days):

Province Standard Xpresspost
AB  4-8  3-5
BC  5-8  3-5
MB  4-6  3-5
NB  3-6  2-5
NL  4-8  2-4
NS  3-6 2-4
ON  2-4  2-4
PE  3-6  2-5
QC  2-3  1-3
SK  5-7  3-5
NT  7-14  3-5
NU  6-13  3-8
YT  7-14  3-8

 

Canada Post offers an Expedited Parcel & Standard, which is a cost-effective way to send parcels within Canada. While this services is generally reliable and faster than regular mail, it's important to note that they do not come with a guaranteed delivery date. The delivery time for Expedited Parcel can vary depending on the destination, the time of year, and other factors, but Canada Post typically provides estimated delivery times for this service.

If you need a guaranteed delivery date or faster shipping, you may want to consider Canada Post's (Xpresspost, Priority), which come with delivery guarantees and expedited delivery options. Keep in mind that these services usually come at a higher cost.

It's always a good idea to check with Canada Post or visit their official websites for the most up-to-date information on their shipping services, including any changes in policies or delivery guarantees.

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 youchoose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

 Methods

  • Canada Post (Xpresspost)
  • Canada Post (Priority)
  • UPS Express®

Orders with guaranteed delivery times from the date they are placed can have shipping fees refunded if they arrive 2 days later than their delivery times estimate. Use our delivery times estimator above by entering your postal code, or click "Calculate Delivery Times" on any product page to view estimates. To have shipping fees eligible to be refunded, the delivery date must be later than the "Delivery Standard Date" on the Canada Post & UPS tracking page, some exceptions apply (Canada post have some occasions where there pick up early around the holidays Xmas eve, new year's eve & some other exceptions) Returns due to late deliveries for non-guaranteed methods will be refunded with initial and return shipping fees excluded.

  • You may return most new, unopened items within 10 days of delivery for a refund with initial & return shipping fees excluded.
  • No refund on contact lenses on clearance are final sale.
  • We'll pay the return shipping costs if the return is a result of our error (incorrect or defective item, etc.).
  • The shipping provider may pay the return shipping costs if the return is a result of their error (lost package, late delivery).
  • For exchanges, you will be asked to provide the shipping fee to have the exchange shipped to you.
  • We do not exchange or refund opened items.
  • If you are unsatisfied with the color of the product, we will only exchange/return the product if it is unopened and the color is drastically different from the image. The color of the products may vary depending on the wearer and the screen you are using to view our website. For our natural lenses, please view all 4 of the product's images to see the lens over your eye colour.

We do not exchange or refund 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: 8.6-8.7 mm
    Lens size: 14.0-14.5 mm

You should expect to receive your exchanged item within approximately 1-3 weeks of giving your package to the return shipper. This time period includes the transit time for us to receive your return from the shipper (1-6 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 (1-6 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.

Returns/Refused Orders and Wrong Addresses

If you "Return-to-sender", 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 (orders with a "Free Shipping or promotion flat rate" will have the actual shipping price from the carrier deducted 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 and the carrier deems the parcel to be missing.

When will you be contacted?

During the investigation you will only be contacted if additional information is required. In all cases, we will inform you of the result of the investigation. However, if at any time you would like to contact us, we can be reached by replying to this email. If you become aware that the item has been received, please let us know.

Here's what you can expect

As part of Canada Post claims investigation, they normally contact the receiver to ensure they have checked all the delivery points for their address and to confirm if the parcel has been delivered since the inquiry was initiated.  Your resolution date may be impacted if Canada Post do not have the receiver contact information, or if they are delayed in responding to them, if you fail to responded to Canada Post phone calls after few attempts the investigation will be closed by Canada Post and they will considered the package was delivered.

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 and the carrier deems the parcel to be missing 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.

 

 Coupon Code

Coupon codes must be entered at checkout to receive a discount. If the coupon code is not entered, the order will be processed and shipped as is.

To use the coupon code "ONEFREE" or "TWOFREE," follow these steps:

  1. Add 3 or 5 pairs of contact lenses to your cart.
  2. Proceed to checkout.
  3. Enter the coupon code "ONEFREE" or "TWOFREE"
  4. The discount will automatically be applied to your order and reflected in your total.
  5. Complete your purchase.