Frequently Ask Questions
General Questions
How do I know the status of my order?
Once you have placed your order, we will send you an order confirmation email. When your order is shipped, we will send you a shipping confirmation email and link to track your order (if the delivery method allows it).
Can I change my order?
We can only change orders that have not been sent to Fulfillment for shipping. To make changes to your order, please call us 800.863.3979, Monday – Friday, 8:30 AM – 5:00 PM EST or email us at [email protected].
How long does it take to fulfill my order?
Is the online store secure?
For your security we use industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted.
If a product is "Out-of-Stock ", when can I expect it to be back in stock?
We make every effort to replenish products that are out-of-stock. We can let you know when it is back in stock via email if you select the “Notify Me” button for the item when shopping.
What browser should I use to view and place an order?
Our mobile friendly website is compatible with current versions of the following browsers: Internet Explorer, Firefox, Opera, Safari, and Chrome.
How are product notifications handled?
In the unlikely event that a notification would be issued, we would contact you and your eye care professional by e-mail.
Payment Questions
What payment methods can I use?
We accept most credit cards including:
- Discover
- MasterCard
- Visa
You can choose these payment methods at checkout.
Will my order be taxed?
Applicable taxes will be included on all orders based on shipping address.
Shipping Questions
Do you offer a Guarantee?
We strive to make sure you are 100% satisfied. If your order is missing, damaged or defective, we will do our best to replace it right away.
Please do note that we are not responsible for inadequate mail delivery options and are not liable for packages lost or stolen after delivery. If a package is stolen after Canada Post or other carrier marks an item “delivered” due to the customer not having a safe and secure mail box or mail facility, we are not obligated to replace the shipment or refund the payment.
What shipping options are available?
We have several options for you when it comes to shipping:
- Canada Post standard and Expedited shipping
- FedEx Canada Standard and Expedited Shipping
Where’s my package tracking number?
You will receive an email the same day we ship your product. If available, the email will contain your tracking and other important information. You’ll then be able to check on the status of your package and see the estimated date when it will arrive. Please check your Junk folder as well.
What to do if my package has been lost in transit?
Sometimes that happens and although we cannot control what Canada Post or our couriers do once we give them your package, we will try to help you in anyway.
CANADA POST: You can call Canada Post at 1-866-607-6301 within 3 business days of the scheduled delivery to inquire about your missing package.
FEDEX: You can call FedEx at 1-800-463-3339 within a few days of the scheduled delivery as well and if you have questions about your delivery you can also visit them at their FAQ help page: https://www.fedex.com/en-ca/contact-us/faq/track-packages.html