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