Frequently Asked Questions (FAQs)

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Q.     Is my personal information and credit card transaction secure?
  1. Our web store uses secure transaction and encryption technology. Security is activated when you log in. No one can access your personal information transmitted over the web. All names and personal information in our database is encrypted and unreadable without the proper security passwords.

Q.     Will I receive junk e-mail?
  1. Never! (At least never from us) We will never sell/trade our patient e-mail/postal address lists for any reason.
Q.    Where are my lenses shipped from?
  1. They are shipped directly from the contact lens manufacturer or distributor to your door.
Q.    Who do I contact if I have problems with my order?
  1. For any orders that you have a question about or a problem with, contact us directly at the number listed at the top of this web page.
Q.     How long does it usually take to get my lenses?
  1. Most orders should arrive at your door within 2-3 business days and are delivered to the address you have specified in your order.
Q.    Who do I ask for specific information on my contact lenses (e.g. fit, prescription)?
  1. Your contact lens orders are strictly controlled by your Optometrist. Any questions you may have regarding your prescription or your contact lens order can be answered by contacting us at the number listed at the top of this web page.
Q.     If my order is cancelled, how long are my credit/debit card funds held?
  1. The amount of time that your funds are held in the unlikely event of a cancelled order varies between financial institutions. It typically is between five and nine days. We cannot speed this process.
Q.     Who do I ask about shipping or billing?
  1. Us! Please contact us at the number at the top of this web page and we would be glad to help you.
Q.    Will you send me reminders when I should need to refill my prescription?
  1. Yes. For all prescription products, the web store will automatically send you a reminder to reorder. This will help ensure that you do not run out of the product, thereby improving the benefits of the product to your eye health.
Q.     Do you handle insurance forms?
  1. At this time we do not handle forms that require signatures.
Q.     What if multiple users use the same e-mail address?
  1. Each user will be able to set up their own username so that they may share a common email address.
Q.     Will my contact lenses freeze?
  1. If your contact lenses freeze during shipment, allow them to thaw at room temperature and the lenses will be unaffected.
Q.     What if I ship my contact lens order to someone else?
  1. An order can be shipped to any street address in Canada. If you want your order shipped to work or a family/friends address, when you are checking out simply put the new street address in the Ship To address in the first line, and put c/o and the person’s name who will be signing for your order under the second line.

    Eg:
    Street 1: 555 Cub Street,
    Street 2: c/o Coleen Bradshaw.
Q.     Who will be delivering my contact lens order?
  1. Your contact lens orders are shipped by various courier services.
Q.    Can I change the delivery destination after the order has shipped?
  1. Most couriers will allow you to change the delivery destination after they have made one attempt to deliver your order. However, they may charge you a change fee for this service.
Q.     Do I need to sign for my order when it is delivered?
  1. Generally you will be required to sign for the order when it is delivered. For some couriers, you can ask them for a special sticker for your door, that will allow them to leave the parcel without your signature. Please talk to the courier about this service when they deliver your first order.
Q.     Does my order qualify for manufacturer rebates?
  1. If you have ordered one of the following CIBA products you may qualify for a rebate. Please click on the following link to access the CIBA website for more information and to complete the rebate request form(s) https://lensrewards.alcon.ca/
    • DAILIES® AquaComfort Plus®
    • Focus® DAILIES® Toric
    • Focus® DAILIES® Progressives
    • Air Optix® NIGHT & DAY® AQUA
    • Air Optix® Aqua
    • AIR OPTIX ® for ASTIGMATISM
    • AIR OPTIX ® AQUA MULTI FOCAL
    If you have ordered products other than those listed above please contact your doctor for rebate information.