Faq

Returns and Warranty Policy

Glasses and Sunglasses Returns:

At OnlineLenses, we want you to be completely satisfied with your eyewear. If you’re not happy with your glasses or sunglasses, we accept returns within 30 days of the delivery date. To qualify for a full refund or exchange, make sure the items are in new and unworn condition, with their original complementary cases. If you made an online purchase and need assistance, contact us at (877) 321-6229.

Contact Lenses and Accessories Returns:

Contact lenses can be returned within 30 days of delivery, provided the boxes are sealed, unopened, and unmarked. Please note that RGP (rigid gas permeable) lenses, being custom-made for each individual order, are considered final sale and cannot be returned or exchanged. Additionally, contact lens cases are final sale items and cannot be returned or exchanged.

Refund Processing Time:

Once the courier confirms your product is on its way back to our facility for inspection, expect your refund within 4-7 business days. Contact us at (877) 321-6229 to initiate the return process, and we’ll email you a prepaid return label. Using this label ensures prompt processing of your refund. You’ll receive email notifications when your return is processed and when the refund is completed.

Returns for Opened Contact Lenses:

We accept returns only for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery. RGP lenses, being custom-made, are final sale items, and so are contact lens cases.

Difficulty Seeing Clearly with New Glasses?

If you’re experiencing difficulty seeing clearly with your new glasses, consider the following:

• Fit: Ensure your glasses fit well.
• New Prescription: Adjusting to a new prescription can take a few days. Wear your new glasses consistently to help your brain adjust.
• Prescription Accuracy: Check that the prescription matches your doctor’s order. If there’s an error, contact us at (877) 321-6229 to arrange an exchange.
• Vision Sharpness: If your vision sharpens when looking up or down, the lens position might be off. Contact us for assistance at (877) 321-6229.

At OnlineLenses, we’re here to ensure your satisfaction and clear vision.

Warranty Policy for Frames and Lenses

Coverage:

At OnlineLenses, we stand by the quality of our products. Our warranty covers manufacturer’s defects on frames and lenses for one year from the delivery date. However, it does not extend to damage resulting from everyday wear and tear, sudden force or impact, or accidental damage, including but not limited to lens scratches, loose hinges, missing screws, broken frames, detached temple tips, or detached nose pads.

Cosmetic Issues:

Cosmetic concerns such as scratches, paint chips, or marks are not covered by the warranty unless they are evident straight from the box and reported within 14 days of delivery. After 14 days, such issues are considered wear and tear, making them ineligible for any return or warranty claim.

Making a Warranty Claim:

Should you encounter a manufacturing defect within 365 days of delivery, contact us immediately at (877) 321-6229 to initiate a one-time replacement service. We’ll provide detailed instructions on preparing and returning your defective glasses or sunglasses. Our team will review photos of the defective product during the warranty claim process. If approved, we’ll replace the product at no charge on a one-time basis.

Nose Pad Replacement:

If you require a new nose pad, OnlineLenses makes it easy for you. Nose pads are easily replaceable by any optical professional. Any local optical shop can handle the replacement.

In cases where frames come with nose pads exclusively sold by OnlineLenses, we’ve got you covered. Unsure if your local shop can replace them? Contact us at (877) 321-6229 with your order number, and we’ll guide you through the process. For nose pads exclusive to us, we’ll promptly mail new ones to your home.

At OnlineLenses, your satisfaction and eyewear durability are our top priorities. If you have any concerns, reach out to us, and we’ll ensure your eyewear meets the highest standards.

Shipping Timeframes:

At OnlineLenses, we prioritize delivering your orders promptly. Shipping time reflects how quickly your item will reach your doorstep once it’s prepared to leave our warehouse. Keep in mind that shipping time does not encompass processing time, which includes assembly and fulfillment and may take up to 7 days.

Shipping times vary based on postal code, and for in-stock items, here are the general shipping time frames:

• Standard Shipping: Canada Post takes 7 days for delivery.
• Express Shipping: Within Canada, it takes 3 days (availability depends on your order).
• Premium Express Shipping: 1 day delivery (availability may depend on your postal code).

In addition to shipping time, we allocate a few days for order assembly and fulfillment:

• Prescription Glasses and Prescription Sunglasses: Processing time is 3–7 days, depending on prescription intricacies and lens types. Once ready, we’ll ship according to your chosen method.
• Non-Prescription Sunglasses: Processing time is 2–4 days, excluding prescription products. Once ready, we’ll ship according to your chosen method.
• Contact Lenses: Custom orders (toric, multifocal, RGP) are sourced from the manufacturer. Once received, they’ll be shipped within 1–2 days using your chosen method.

Order Tracking:

Wondering about your order’s whereabouts? After successfully placing your order, we’ll send a ‘Confirmation of Order’ email to the address you provided during checkout. Allow 1–7 days for processing and hand-off to our partner couriers. When shipped, a confirmation email with a tracking number will follow. Your order number is also accessible in your OnlineLenses account.

Missing Package Inquiry:

If your order status reads “delivered” but the package hasn’t shown up after two business days, the courier likely scanned it prematurely. Allow two days for the delivery to materialize. If the package remains elusive beyond this period, contact us at (877) 321-6229 for assistance.

At OnlineLenses, we are committed to ensuring the smooth and timely delivery of your eyewear orders. For any concerns or further assistance, feel free to reach out.

Express Shipping Status:

You opted for Express Shipping, and we understand the anticipation for your order’s arrival. However, it’s crucial to note that shipping time frames do not include assembly and fulfillment, a process that can take up to 7 days, depending on the specific product and prescription details.

Once your order is prepared to leave our warehouse, the chosen shipping method dictates the delivery speed to your doorstep. Below are the general time frames:

• Standard Shipping: 7 days
• Express Shipping: 3 days
• Premium Express Shipping: 1 day

Additional details based on product type:

• Prescription Glasses and Prescription Sunglasses: Require 3–7 days for processing, plus shipping.
• Non-Prescription Sunglasses and Accessories: Require 2–4 days for processing, plus shipping.

Please be aware that shipping time is influenced by your zip code. For orders shipped to P.O. box addresses, rural, or remote areas, additional time may be necessary.

Unexpected Courier Change:

If your order arrived via a different courier than selected, rest assured it’s part of our commitment to delivering exceptional service. At times, we upgrade your shipping method to expedite delivery without any extra charge. Our aim is to provide the best service and ensure your order reaches you promptly.

If you have any concerns about your Express Shipping or need further assistance, feel free to contact us at (877) 321-6229. Your satisfaction is our priority at OnlineLenses.

Can I Use My Eyeglasses Prescription for Contact Lenses?

No, your eyeglasses prescription cannot be directly used for ordering contact lenses. The reason lies in the differences between the two prescriptions. Contact lenses sit directly on your eyes, while glasses are positioned at a different distance. Consequently, the measurements and specifications vary.

Why the Difference:

1. Distance and Positioning: Contacts and glasses are situated at different distances from your eyes, requiring distinct prescriptions.
2. Prescription Adaptation: Only a licensed contact lens fitter can adapt a glasses prescription to a contact lens prescription. This process involves fitting trials to ensure optimal comfort and vision.

Components of a Valid Contact Lens Prescription:

A proper contact lens prescription comprises specific details:

• Contact lens brand
• Base Curve (BC)
• Diameter (DIA)
• Corrective Power: Sphere, Cylinder, Axis, and ADD

Unsure about Your Prescription?

If you are uncertain whether you have a glasses or contact lens prescription, don’t hesitate to reach out. Call us at our toll-free number: (877) 321-6229, and our team will assist you in clarifying your prescription.

Explore Our Blog for More Information:

Visit our blog for comprehensive insights into understanding and managing your prescriptions:

• How to read your glasses & contact lens prescriptions
• Guide on buying contact lenses online

At OnlineLenses, we prioritize your vision care and aim to provide helpful resources for your eye health journey.

Glasses Prescription Acronyms:

Understanding the acronyms on your glasses prescription is crucial for optimal vision correction:

• OD (Oculus Dexter): Right eye’s parameters.
• OS (Oculus Sinister): Left eye’s parameters.
• SPH (Sphere): Indicates lens power for nearsighted (myopia) or farsighted (hyperopia) vision. Noted in diopters, with (+) for farsightedness and (-) for nearsightedness.
• CYL & AXIS: Needed to correct Astigmatism.
• ADD: Provides magnifying power for reading, bifocal, multifocal, and progressive lenses.

Additional numbers on some prescriptions:

• PD (Pupillary Distance): Distance between your pupils, ensuring the optical center of your lenses is correctly placed.
• Prism: Measured in prismatic diopters, assists with eye alignment.

Explore our blog for a detailed guide on how to read a prescription.

Contacts Prescription Acronyms:

Cracking the code of your contact lenses prescription:

• Base Curve (BC): Shape of your contact lens, determined by the steepness or flatness of your cornea.
• Diameter (DIA): Length of your contacts to ensure proper corneal coverage.
• Brand: Selected by your eye doctor based on your vision needs, preferences, and specific requirements.
• Expiration Date: Provided by your eye care doctor, usually lasting a year. Renew your prescription after this period.
• Corrective Power: Sphere, Cylinder, Axis, and ADD indicate the power needed in your contacts, which may differ from your glasses prescription.

Delve deeper into our blog for insights on deciphering your prescription.

At OnlineLenses, we prioritize your vision clarity, making sure you understand every aspect of your prescription for the best eye care experience.

How to Apply a Coupon Code:

Applying a coupon code at OnlineLenses is a breeze! Follow these steps:

1. Select Products: Choose your desired products and add them to your cart.
2. View Cart: Before finalizing your purchase, click on your cart to review your selected items.
3. Checkout: Proceed to checkout, and you’ll find an option to enter your coupon code.
4. Enter Code: Type or paste your coupon code in the designated field during the checkout process.
5. Apply Discount: Click on the “Apply” or “Submit” button to activate your discount.

Please note that certain products with existing discounts may not qualify for additional coupon discounts.

Applying Coupon Code After Order Placement:

Forgot to apply your coupon code during checkout? No worries! If your order is still active and the promotion is valid, contact us at our toll-free number (877) 321-6229 within 14 days of purchase. We’d be delighted to assist you in applying the code.

Using the Same Coupon Code for Cancellations or Returns:

If you’ve cancelled or returned your order and wish to use the same coupon code, we’ve got you covered! Within 14 days of the original purchase date, we’ll honor the coupon code for a new order, provided it adheres to the terms and conditions. If the offer has expired, reach out to us at (877) 321-6229, and we’ll apply the code for you.

At OnlineLenses, we believe in ensuring a seamless and rewarding shopping experience for our valued customers.

How to Receive Your New Customer Discount:

Welcome to OnlineLenses! If you’re a first-time customer, claiming your special offer is simple:

1. Sign Up: Join our mailing list by scrolling down to the footer on any page of our website.
2. Newsletter Registration: Sign up for news and exclusive offers to unlock your special discount on your inaugural order.

Troubleshooting New Customer Coupon Code Issues:

Encountering issues with your new customer coupon code? Here’s what might be happening:

1. Past Orders: The first-time customer offer is exclusively for your initial order. If there’s a previous order in our system, the email coupon won’t be applicable.
2. Terms and Conditions: Ensure you review the terms and conditions stated in the email containing your coupon code. If any uncertainty arises regarding eligibility, contact us at our toll-free number (877) 321-6229, and we’ll be happy to assist you.

At OnlineLenses, we value your satisfaction, and our team is dedicated to providing assistance to make your shopping experience seamless.

Can I Make Changes to My Order?

At OnlineLenses, we understand that circumstances may require changes to your order. Here’s what you need to know:

1. Address or Prescription Change: If you need to modify your order regarding address or prescription changes, contact us promptly at our toll-free number (877) 321-6229).
2. Order Status: The possibility of modification depends on your order’s current status.

Please Note:

• Flexibility: We aim to accommodate changes whenever possible.
• Cancellation Option: If adjustments cannot be made, we may assist you in canceling the order at no charge. You can then proceed to place a new order with the correct parameters.

At OnlineLenses, your satisfaction is our priority. Contact us as soon as possible to discuss any necessary changes to your order.

At OnlineLenses, we are committed to providing you with the best value for your contact lenses. Our Price Match Guarantee ensures that you receive competitive pricing and exceptional service. Here’s how it works:

Price Match Guarantee Highlights:

1. Authorized Online Retailers: We match the final checkout price of any authorized online retailer, as determined by OnlineLenses.
2. Product Criteria:
   • The product must be in stock on the competitor’s site.
   • It must be identical, including the same number of boxes with the same number of lenses for the same prescription.
3. Price Accessibility: The competitor’s product pricing must be accessible by entering the competitor’s URL directly.
4. Currency and Fees:
   • Product pricing must be shown in Canadian Dollars on the competitor’s website.
   • Shipping, handling, and additional fees charged by the competitor will be factored into the price match.
5. Exclusions:
   • RGP lenses are custom-made and excluded from our Price Match Guarantee.
   • Glasses and sunglasses are ineligible for price matches with other sites.

Requesting a Price Match:

1. Contact Us: Before placing your order or within 14 days of placing it on our site, contact us via our toll-free number at (877) 321-6229).
2. Validation Process: Our trained representative will validate the final price of the competitor, considering all relevant factors.
3. Post-Purchase Adjustment: We will adjust the price of your order post-purchase to match the competitor’s final price.

Additional Information:

• The price match cannot be combined with any offer on our site, and we’ll match up to a maximum discount of $100 per order.
• We allow 3 price matches within 90 days.
• Promotions that have ended, limited-time offers of less than 48 hours, and discontinued product clearance sales are invalid for price matching.

If you have questions about the eligibility of your order or need assistance, please contact us. We are here to ensure your satisfaction with our Price Match Guarantee.