HELP

For Eyeglasses

When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

1. Have a copy of your glasses prescription. Learn how to read your prescription.
2. Make sure your Pupillary Distance (PD) has been included in your prescription. Can’t find your PD?
3. Use your current measurements from glasses or sunglasses that fit you well to find the products that will provide your ideal fit. Learn how to get your measurements.

You can also create prescription sunglasses in a variety of tints, or add Transitions® lenses to nearly any frame. Learn how to create prescription sunglasses.

Pupillary Distance (PD)

What is a PD?

A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction. Learn More about understanding pupillary distance (PD) and why it matters to your glasses prescription.

Why can’t I find my PD on my prescription?

There are two reasons why a PD may not appear on your prescription:

The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler. Learn How.

Will I be able to purchase out of stock frames?

Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!

Looking for style advice on how to find a similar looking frame? Call us at 1-866-414-2326.

For Contact Lenses

When you’re searching for your prescribed brand of contact lenses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

1. Have a copy of your contact lens prescription — including your base curve (BC) Diameter (Dia), expiry date, and prescribed brand. Not sure how to read your prescription? Learn More.
2. Make sure you know how to safely insert and remove your contact lenses, and be sure of your wear schedule — whether it’s a daily, weekly, biweekly, or monthly lens. Always speak with your eye care professional if you are unsure. Learn More about the types of contact lenses.
3. For all non-daily lenses, ensure that you have a clean contact lens case and the right kind of cleaning solution to avoid eye irritation and bacterial growth. Learn More about Contact Lens Care.
4. Clarify the wait time for your brand — certain lens types, including multifocal, RGP, and astigmatism/toric are custom-made orders through the manufacturer and will take longer to ship. This information can be found on each brand page, under the heading “Availability.”

Contact Lens Refills & Prescription Questions

When does my prescription expire?

There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most regions, your prescription expires after 1–2 years. If you cannot find this information, we recommend speaking directly with your doctor.

My prescription is expired — what now?

To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.

Our Contact Lenses by Subscription program allows you to set a recurring delivery schedule for your prescribed contact lenses that you can change or cancel at any time. You’ll have the option to select this program while placing your contact lens order. Learn more about Contact Lenses by Subscription.

How long does it take my contact lenses to ship?

Your wait time depends on your lens type. Some products — including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability.”

Once your contact lenses are in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery.

How long will it take for my prescription glasses to ship?

Production times for prescription lenses can vary from 2–9 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery, except in remote areas.

How long will it take for my non-prescription sunglasses to ship?

Non-prescription sunglasses will ship within 1–2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.

Ground shipping through Canada Post takes 1–2 business days for delivery, except in remote areas.

How do I track my order and shipment?

You can always log into MyAccount to get up-to-date order and shipment information. Learn more

When your order ships, you will also be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date.

Will I be charged duties and taxes?

In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase.

Non-prescription products will incur the usual rate of tax for your region.

What is your return policy?

We offer a 30 day return policy on all products, and a 365 day warranty on eyewear, from your delivery date. We provide free returns on all of our products.

Looking for an exchange? We want to help you find your perfect pair of glasses. Our Vision Ambassadors can walk you through finding the best fit, style, and prescription correction.

Glasses and sunglasses must be returned in their original unused and unworn condition. Returns or exchanges may be denied, in very rare circumstances, based on the nature of prior transactions.

How do I return or exchange my glasses and/or sunglasses?

To make a return or exchange, simply call us within 30 days for a complimentary electronic shipping label that you can print off.

Once you have the label, we ask that you ship your glasses back to us as soon as possible to initiate your refund.

Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.

How do I return my contact lenses?

We want you to be happy with your order, and if anything is less than perfect we’re happy to accept returns for contact lenses provided the boxes are all unopened, unmarked, and unused. Follow the Steps for Making a Return or Exchange below for more information.

Can I exchange my glasses order?

Yes. If you contact us for an exchange within 30 days of the delivery date, our trained Vision Ambassadors are here to help you find a better pair.

Our Vision Ambassadors will be happy to walk you through the process of finding a great set of glasses you’ll love. Have prescription questions? Our Vision Ambassadors are trained and supported by our in-house licensed optician to ensure that your glasses lenses will be tailored to fit your frames and prescription needs.

We can also help you place an order for a new pair of glasses with your original promotion under the original promotion’s guidelines. This will be charged separately.

What are the steps to making a return or exchange?

To return your order, call our Vision Care center at 1-866-414-2326 and they will email you a prepaid postage stamp.

Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.

When will I get my refund?

If you call for an electronic shipping label within 30 days of the delivery date, your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.

What is your 365 day warrantee?

We guarantee the quality of our frames, glasses lenses, and coatings. If you experience a manufacturing defect within 365 days of delivery, simply contact our Vision Ambassadors for a free return label to facilitate a refund or exchange. Our warranty does not cover the damage caused by the wear and tear of everyday use, or the damaged caused by sudden force or impact.

Can I refund to a different credit or Visa-debit card?

Yes. Call us within 30 days of the delivery date to let us know that you wish to return your order and refund to an alternate card. We cannot transfer funds to a gift card, a non-Visa debit card, and we cannot refund store credit onto a credit/Visa-Debit card at this time.

How do I know if I’m not adjusting to my prescription?

Typically it takes 1-2 weeks to adjust to a new prescription. Please make sure that you are only wearing your new glasses and not switching to a new prescription.

If you believe that your prescription may not have been correctly filled or entered, contact us at 1-866-414-2326 and our trained Vision Ambassadors, supported by our in-house licensed optician, can address any questions or concerns.

How does ASAP Delivery work?

Find your contact lens brand

1. Input your prescription, add to cart, and we’ll confirm your product’s availability.
2. Enter your address and we’ll confirm your location’s eligibility.
3. Enter your cell phone number so the courier can contact you directly.
4. Choose your guaranteed arrival timeframe from the delivery options listed.
5. Complete your order and we’ll get your contact lenses out to you.

Delivery guidelines

Make sure that someone is at your apartment or office to sign for delivery. Remember to keep your cell phone handy: the courier will contact you if they need to reach you during delivery. If shipping to your home, the courier will deliver in person or leave the order in a secure location at their discretion.

Why am I ineligible for same day ASAP Delivery?

Location

While we’re hoping to expand this service, at the moment ASAP Delivery is only offered in the cities of Vancouver, New Westminster, and Burnaby. Not all postal codes are eligible. Once you enter your postal code in our system, we can confirm eligibility. Ineligible postal codes will be remove ASAP Delivery from the shipping options.

Special order

Not all contact lenses are available in stock. Toric (for astigmatism), multifocal, RGP, and other specialty lenses are a custom order through the manufacturer and cannot be shipped on the same day they are ordered.

Unavailable Rx

Occasionally we will temporarily run out of stock on a particular prescription for an in stock contact lens product. If this happens, you will be removed from the ASAP Delivery service as we will need to order this product directly from the manufacturer before we can ship it to you.

Other products

ASAP Delivery is only available for in stock items. Products that require assembly, such as glasses, cannot be shipped on the same day they are ordered.

Order value

At this time ASAP Delivery is not available for orders over $500.

Need more info? Call 1-866-414-2326

1. Log into your MyAccount
2. Click on Order History
3. Select “View all orders”
4. Click “Print Receipt” and you’ll see your receipt formatted for printing.

Note: a receipt will only be generated once your order has shipped.

MyAccount is your central hub for order and prescription information — ensuring fast and easy checkout and delivery.

We recommend signing in as soon as you visit our site to save your favourites, and quickly access your saved prescriptions, payment, and shipping information.

Access and manage the following with MyAccount:

• Track your Shipment(s)
• See your Order History
• Print Receipts, Learn how.
• Save your Favourites
• Access your Personal Profile (update & change your password)
• Review your securely stored Address & Payment Information
• Manage your prescriptions

and more — all by logging in at the start

You can also set up automatic contact lens refills and refer your friends.

If you’ve forgotten your password you can provide the email address that you’ve used and we will email you a reset message. If you simply want to change your password from within your account, select “Personal Profile” and then “Change Password”.

If I see a lower price on contact lenses, will you match it?

Our Price Match Guarantee means that we will match any authorized price for your contact lenses with any of our online competitors. We’ll also give you an additional 5% off the competitor’s total up to a maximum discount of $300 per order.

To receive the Price Match Guarantee:

1. Either contact us prior to making your order to secure your price match for 48 hours, or contact us within 30 days of making your order.
2. The lower-priced online merchant must have the product currently in stock, the product listed must be identical (including number of lenses per box), and be an established site as determined by Clearly.
3. Shipping and handling charges, exchange rates, sales taxes, and any other fees charged by the competitor will be included in the total when determining the price match.
4. You can perform a maximum of 3 price matches within a 90-day period.
5. The guarantee is based on the competitor’s final price. As such, we cannot combine this offer with any other coupons or codes featured on our site. This offer does not extend to custom, made-to-order, and RGP lenses.
6. This offer is exclusive to contact lenses. Glasses are not eligible for price matches with other sites.

Note: Merchant prices found through third party ads are not eligible for price matches. Prices must be validated by our Vision Ambassadors in order to be matched.

We do not offer the ability to price match glasses or sunglasses featured on competitor sites, however if your eyeglasses or sunglasses go on sale on our site within 30 days of your purchase, we will provide an adjustment for the difference in cost. After 30 days have passed, we are not able to extend this offer.

We can apply a coupon to your order and adjust your cost within 30 days of your purchase date. After 30 days have passed, we are not able to extend this offer.

Price match form

In North America, prescription products — including prescription glasses, prescription sunglasses, and prescription contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will be taxed at the usual rate for your region.

Essilor Canada is committed to creating an inclusive environment and applying principles of fairness in all that relates to employment, services, goods, facilities and convenience measures for our employees and our customers.

You will find the link in .pdf format to our policy on Accessibility for Ontarians with Disabilities Act (AODA).

Your comments and suggestions are an essential part of this ongoing process that allows us to develop new practices and offers to better serve you.

To contact us:

Phone: 514-337-2943 ext 1318
Email: peoplewithdisabilities@essilor.ca
Mail: 371 Deslauriers, St-Laurent QC, H4N1W2