FREQUENTLY ASKED QUESTIONS

PRESCRIPTIONS

I only have my glasses prescription. Can I use that to order?


Your glasses and contact lens prescription are actually different. If you want contact lenses, you need a specific prescription from your eye doctor. A contact lens prescription will include a base curve and diameter. If you have mistaken placed an order with your glasses prescription, don't worry! We will hold your order until your next contact lens fitting with your eye doctor. For questions about your prescription or further inquiries, please email us.




My prescription expired, but I need lenses right away. Can you take my order?


We get it. Sometimes that last pair goes missing and you need lenses asap. We suggest reaching out to your eye doctor for trial lenses. When s/he renews your prescription, we'll be here to help!




How long is my prescription valid for?


In most cases, the expiry date will be on your prescription. In most regions, your prescription expires after 1-2 years from your last eye exam, based on your eye doctor's discretion.




What if I want to order a different type of lens to try?


Different brands of lenses all fit and feel differently. You may order a different lens only with consent from your eye doctor. S/he will provide trial lenses during your exam to ensure good vision and comfort!




How do I read my prescription?


Different from your glasses prescription, a contact lens prescription will include the corrective power, base curve, diameter, brand and material. Here's an example: Corrective power: For toric lenses (aka. astigmatism), you will have a cylinder and axis. For mulitifocal lenses, there will be an ADD. Base curve: Describes the steepness or flatness of your cornea. Diameter: Describes the length of the lens.




Do I need a prescription to place an order?


We do! All orders require a valid prescription from your eye doctor. This should include your name, prescription expiration and doctor's name. To determine which lenses, it will also include the corrective power, base curve, diameter, brand and material. Still not sure? Please email us!





PAYMENT

What is your return policy?


If you were not sastified with your order, we'd be happy to accept returns for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery. Any items that is returned more than 30 days after delivery will only be eligible for an exchange or store credit. Also, any items not in its original condition (damaged or missing parts for reasons not due to our error) will be considered for an exchange or store credit upon inspection. In the unlikely event your order was defective or damaged upon arrival, we will gladly exchange them for the same product. Please note that you will be responsible for paying for the shipping costs of the return. Shipping costs are non-refundable (if applicable). To return your product, please email us!




What forms of payment do you accept?


We accept all major credit cards (including Visa, Mastercard, American Express) and Debit cards. All prices are in CAD.




Do you accept insurance?


You're in luck. We do for many Canadian insurance providers and policies. Please email us for further instruction. For other inquires, here's a list of the major insurance providers for further assistance. Canada life 1-800-957-9777 Chambers of Commerce 1-800-665-3365 CINUP 1-800-665-1234 Claim Secure 1-888-513-4464 Co-operators 1-800-667-8164 Cowan 1-888-509-7797 Dejardins 1-800-463-7843 Equitable Life 1-800-265-4556 First Canadian 1-866-212-5644 Greenshield 1-888-711-1119 Industrial Alliance 1-877-422-6487 Johnson Inc 1-866-773-5467 Johnston Group 1-800-893-7587 Manulife 1-866-407-7878 Maximum Benefit 1-800-893-7587 Pacific Blue Cross 1-877-722-2583 SSQ 1-800-463-6262 Sunlife Financial 1-855-301-4786




Can I get a tax receipt if I donated my savings?


Unfortuately, we are unable to provide this.




Can I make an exchange if my prescription changed?


In the event of a prescription change approved by a doctor, we will gladly exchange it for the same products within 90 days of delivery. Please email us.





ORDER STATUS & SHIPPING

How much does shipping cost?


As a SPHERE perk, free standard shipping within Canada is available. YAY!




How long until I receive my lenses?


After prescription verfication, they'll arrive to your door in 3-5 business days. In rare events, deliveries may be subject to delays outside our control. Your wait time depends on your lens type. Some products are in stock, and others (including toric/astigmatism and multifocal lenses) are custom orders through the manufacturer. You will be notified of any products on back order. If you haven't received your order within this time frame, please email us!




Where do you ship to?


We ship to everywhere in Canada.




Do you deliver to PO boxes?


Yes, we do!




When will my order ship?


It may take up to 48 hours to process your order. During your purchase, you will be asked to upload your prescription and complete your doctor's information in the member's area for prescription verification. As an alternative, you may also email us your contact lens prescription.




Can I track my order?


In most cases, yes. If a tracking number is available, we'll notify you via email.





OTHER

Help! I have another question.


We're here to answer any questions you have. Feel feel to email us and we'll get back to you!





REBATES

Do I qualify for a rebate?


Did you you see your optometrist within 12 months? Check! Did s/he provide you a contact lens prescripton? Check! Is your optometrist located in Canada? Check! Then you're on your way to extra savings. Please note each manufacturer will apply set terms and conditions in accordance with their rebate program. These offers are valid for Canadian residents only and are not valid where prohibited by law. Submissions must comply with eligible products during the valid promotional dates. There is a limit of one rebate submission per offer, per order unless otherwise specified. The offer is not valid in combination with any other product offers or rebates. Please keep copies of all documents for your records. SPHERE is not responsible for any lost, late, damaged or undelivered responses. Late, noncompliant, fraudulent or duplicate submissions will not be honoured. Each manufacturer reserves the right to cancel their rebate program at any time without notice.




Which products are eligible?


Each product will have different savings. Please refer to the specific product page for more details. If nothing is listed, then no rebate is available.




I placed an order. What are my next steps?


Great! We'll send you instructions via email how to redeem your rebate. You will need to wait until your contacts arrive to upload information from the box flaps before you can submit. Estimated processing times: Johnson & Johnson: 6-8 weeks Coopervision: 6-8 weeks Alcon: 8-10 weeks




I submitted my rebate and haven't received anything yet.


Estimated processing times are 6-8 weeks for Johnson & Johnson and Coopervision. Alcon is 8-10 weeks. If you haven't received your rebate within this time frame, please contact the manufacturers rebate center directly. Alcon: alconrewards@360incentives.com or 1-855-344-7006 Coopervision: coopervisionrewards@360incentives.com Johnson & Johnson: acuvuecanadapromotions@360incentives.com or 1-855-621-3981 Other any other questions, feel free to email us.





PRODUCTS

When do your lenses expire?


Our contact lenses are guaranteed to have a shelf life of at least 2 years.




How can I tell if the colour is accurate?


We made every effort to display our colours of the products as accurately as possible on our website. However, as the actual colours you see will depend on your monitor so we can't guarantee that your monitor's display of the colour will be the same.




Can I order hard contact lens?


At the moment, we don't sell gas permeable lenses.




I can't find my contact lenses on your website.


If you can't find what you're looking for, please email us to ask!





ORDERING

I can't find a copy of my prescription. Can I still order?


We'd be happy to contact the clinic on your behalf. For faster results, we suggest calling your eye doctor for a copy of your prescription and simply email us with it.




How do I send my prescription to you?


Once we receive your order, we will send you instructions via email how to upload your prescription in the members' area. Want it faster? You can also email us your contact lens prescription!




I only see my right lens in my cart. Where's the left eye?


You must continue shopping and add it again from the product page this time selecting the left eye.




I placed an order with an invalid prescription. What should I do?


Not to worry! If you mistakenly placed an order with an expired contact lens prescription or your glasses prescription, we'll hold your order until your next visit to your eye doctor. Simply email us with the updated contact lens prescription and we'll take care of the rest!




I have a promo code. How do I use it?


If using a coupon code, please note that you can only use one coupon code per order. Unfortuately, it can't be combined with any other offers. Promotions are subject to change without notice and we reserve the right to cancel any orders deemed fraudulent.​





FINDING A DOCTOR

I don't have an eye doctor. Can you help?


You've come to the right place! Since we are a network of eye doctors, let us connect you to an optometrist in your area. Please refer here and submit your information.




If I go to the optometrist you recommend, do I have to pay for my appointment?


Just like a regular visit to your optometrist, you are responsible for the cost of your appointment. We will provide you their information prior to booking so you may inquire about their exam fees. Many clinics accept vision insurance so best to inquire directly.





Join our vision and donate at no cost to you! Learn more