Policy
All The Boring Stuff That You (Hopefully Won't) Need.
All The Boring Stuff That You (Hopefully Won't) Need.
Thank you for choosing Opticanada for your eyewear needs. To ensure a smooth shopping experience, please review our shipping and pick-up policies outlined below.
We ship to various locations, including Canada, the US, Australia, New Zealand, and over 200 other countries worldwide.
Orders are typically processed promptly after order confirmation.
Shipping times may vary based on destination and shipping method selected.
1. Shipping Methods and Times:
We utilize respected and reliable carriers such as Canada Post, FedEx, Purolator, and UPS to handle our shipments within Canada.
Our shipping methods include:
- Standard Shipping: A dependable option that delivers your eyewear in 7-10 business days.
- Expedited Shipping: For faster delivery, choose this method to receive your items in 3-5 business days.
Note:
- For certain regions or carriers, only standard shipping may be available.
- For international shipping inquiries, please contact our customer support.
2. Calculation of Shipping Costs:
- Shipping costs are calculated at the point of checkout. They are determined based on the shipping method selected and the delivery address.
- This process ensures that you are informed of the exact shipping charges, aligning with our commitment to transparency and professional service.
Note:
- Our shipping policy is designed to offer you both flexibility and speed, ensuring that your eyewear arrives safely and as quickly as possible.
At OptiCanada Eyecare, we are committed to delivering your eyewear with efficiency and reliability. However, there are aspects of shipping that are important for our customers to understand:
1. Shipping Delays:
While we strive to ensure prompt delivery, there are external factors beyond our control that may cause delays.
- These include weather conditions, natural disasters, customs processing, discrepancies in addresses, and disruptions in the supply chain. We appreciate your understanding and patience in such instances.
2. Duties, Taxes, and Additional Charges:
Please be aware that for international shipments, duties, taxes, and any other additional fees assessed by customs at the destination are the responsibility of the recipient. These charges are not included in our shipping fees and are non-refundable. We advise our customers to be prepared for these potential extra costs.
We endeavour to keep our customers informed and to manage expectations regarding these aspects of shipping, ensuring a transparent and professional service experience.
1. Prescription Orders:
- Prescription orders undergo a meticulous processing procedure to ensure accuracy and quality.
- This process typically takes 10-15 business days. Once your order is ready, we will send you a confirmation email complete with tracking information, so you can monitor its journey to you.
2. Non-Prescription Orders:
-Orders for non-prescription items are processed more swiftly, typically within 3-5 business days. You will be notified via email once your order is dispatched, along with the tracking details.
1. Available Locations for Pick-Up:
We offer the convenience of in-person pick-up at two of our locations in Victoria, BC:
- OptiCanada Bay Centre:** Unit 210-1150 Douglas Street, Victoria BC V8W3M9
- OptiCanada Westshore:** 108-2945 Jacklin Road, Westshore Town Centre, Victoria, BC V9B 5E3
2. Order Processing for Pick-Up:
Should you choose in-person pick-up during checkout, your order will be prepared and made available for pick-up within the same 10-15 business day timeframe. We’ll notify you by email as soon as it’s ready for collection.
3. Pick-Up Hours:
For current pick-up hours at each location, please refer to our website or contact our customer support.
4. Pick-Up Requirements:
- When collecting your order, please bring a valid photo ID and the order confirmation email (either in digital or printed form).
5. Customer Support:
- If you have any questions or need assistance with your order, shipping, or pick-up, our customer support team is here to help. Contact us at [customer_support@example.com] or call [ +1 (250) 474-8368].
- Prescription eyeglasses and sunglasses
- Non-prescription eyewear
- Contact lenses (unopened and unexpired)
- Accessories
**Note: Customized items, opened contact lenses, and items damaged through customer misuse are not returnable.
Return Period for Refund
Customers have 14 days from the date of delivery of their order to return items for a refund. The date of delivery is the day the order arrives at the customer's home.
Return Period for In-Store Credit
If the 14-day refund window is missed, products can still be returned within a 30-day period from the date of delivery for in-store credit.
Refund Eligibility
A full refund will be provided for items returned within the 14-day period, provided they are in their original condition. The refund will cover the purchase price paid, excluding any shipping, taxes, and/or Rush Delivery charges, unless mandated by law.
Refund Method
Refunds will be issued in the same form as the original payment method.
Processing Time for Refunds
Refunds will be processed within 7-10 business days after receiving and inspecting the returned item.
Shipping Charges for Returns
Customers are responsible for shipping charges associated with returning items. We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value.
Exchange Rules
- Products must be returned within 30 days of purchase for an exchange.
- Exchanges can be any pair equivalent to their original purchase price.
Discounted Purchases
For items bought using discounts, the refund or credit will be limited to the actual amount paid. Returns due to manufacturing defects are covered under the Manufacturing and Other Defects section. In case of free-product promo codes, a one-time remake of equal value is allowed.
Once your return request is processed, you will receive an email confirmation of your refund or store credit. Shipping charges are non-refundable, except as required by law.
Manufacturing and Other Defects
If a manufacturing error is suspected, return the eyewear for inspection within the 30-day warranty period. If confirmed, we will remake the item at no cost. Defects in AR coating and photochromic films are covered for one year. Damage from wear and tear is not covered.
For returns due to manufacturing defects, contact customer service (service@opti-canada.com) for a Return Authorization (RA) number. Returns without an RA number will not be accepted. Prescription eyewear must be returned in full (frames, lenses, case) with a copy of the prescription. Contact lenses must also be returned unopened and unexpired with the RA number and prescription copy.
Return Requirements for Non-Prescription Items
Non-prescription items like Plano sunglasses or frame-only purchases do not require a prescription copy for returns but must be returned in their original condition.
How to Initiate a Return or Exchange
For online purchases, visit our Return Request page. For in-store purchases, return the items to the store with the sales receipt.
OptiCanada Eyecare respects your privacy and is committed to protecting it through our compliance with this policy. This policy describes the types of information we may collect from you or that you may provide when you visit our online store (our "Website") and our practices for collecting, using, maintaining, protecting, and disclosing that information.
Personal Information
In accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), we collect information that you provide by filling in forms on our Website. This includes information provided at the time of registering to use our Website, subscribing to our service, posting material, or requesting further services. We may also ask you for information when you report a problem with our Website.
Technical Information
As part of our efforts to improve our Website and provide a more personalized service, we may collect technical information about your internet connection, the equipment you use to access our Website, and usage details.
We use information that we collect about you or that you provide to us, including any personal information, to present our Website and its contents to you, to provide you with information, products, or services that you request from us, and to fulfill any other purpose for which you provide it.
Disclosure of Your Information
We may disclose aggregated information about our users, and information that does not identify any individual, without restriction. We may disclose personal information that we collect or you provide as described in this privacy policy to our subsidiaries and affiliates, contractors, service providers, and other third parties we use to support our business.
Your Rights
Under Canadian privacy laws, you have the right to access and correct your personal information. You may also withdraw your consent to our use of your personal information, subject to legal or contractual restrictions and reasonable notice.
Data Security
We have implemented measures designed to secure your personal information from accidental loss and from unauthorized access, use, alteration, and disclosure.
It is our policy to post any changes we make to our privacy policy on this page. The date the privacy policy was last revised and it's effective date is: 11/14/2023