Shipping & Returns

Shipping

We deliver to addresses in British Columbia. Checkout only accepts a BC delivery address for now; we will update this page when we deliver further.

Every order ships by Canada Post Expedited Parcel, with tracking. Shipping is complimentary on orders of $120 or more, counted on your items after any discount, and $20 below that. Checkout shows the shipping charge before you pay.

How long it takes

• Frames without prescription lenses usually ship within 3 weeks of your order.
• Glasses with lenses usually ship within 4 weeks. Our optician checks your prescription, usually within 1 business day of receiving it, and the lab then makes and fits your lenses.
• Canada Post's delivery standard for Expedited Parcel within BC is 1 to 4 business days after it leaves us.

We email you when your order ships, with its tracking number. If anything will make your order later than these times, such as a prescription we need to confirm with you, we tell you by email.

If your order hasn't arrived within 30 days of the delivery date we gave you, you can cancel it for a full refund. Write to us at the address below.

30-day returns

If you aren't happy with your glasses, you can return them within 30 days of delivery for a full refund of what you paid for them. This covers frames bought on their own and frames with lenses, prescription lenses included.

What we need back

• The glasses in their original condition: not damaged, scratched or adjusted by someone else.
• The case and anything else that came in the box.

How to return

1. Email [email protected] within 30 days of delivery with your order number.
2. We email you a prepaid Canada Post return label. Return postage is free.
3. Pack the glasses in their case and drop the parcel at any post office.

Your refund

• We refund the price of the returned glasses and their lenses, and any tax on them, to your original payment method within 5 business days of receiving them. Your bank may take a few more days to show it.
• A shipping charge you paid isn't refunded, unless the glasses were faulty or we sent the wrong ones.
• If you used a founding-member code, we refund what you actually paid. The code isn't issued again.
• If the glasses come back damaged or incomplete, we will tell you before refunding anything, and either refund part of the price or send them back to you.

Want a different frame instead? Return the first pair for a refund and place a new order.

Cancelling an order

You can cancel any order until it ships. Email us with your order number. If your card was only on hold, the hold is released and you aren't charged; if you were charged, we refund you in full, shipping included. Once an order has shipped, return it instead.

Lens remakes within 90 days

New prescription lenses can take a week or two to get used to. If after that you still can't adapt to them, or your optometrist or ophthalmologist changes your prescription, we remake the lenses for free within 90 days of delivery, once per pair.

• Email us with your order number and what feels wrong. If your prescription changed, send the new one.
• We send you a prepaid label, remake the lenses in the same frame and post the glasses back for free.
• A remake keeps the lens options you chose. Changing to a thinner lens or adding an option costs the difference in price.

12-month warranty

For 12 months from delivery, we repair or replace frames and lenses that fail because of a manufacturing defect, such as a hinge or weld that breaks in normal use, or a lens coating that peels. If we can't repair or replace them, we refund what you paid for that pair.

The warranty doesn't cover scratches, accidental damage, loss, normal wear, or damage from heat, chemicals or repairs by someone else.

This warranty is in addition to your rights under consumer law, and doesn't limit them.

Damaged, wrong or faulty on arrival

If your glasses arrive damaged, aren't what you ordered, or the lenses don't match your prescription, email us within 30 days of delivery, with a photo if you can. We send a prepaid label and remake, replace or refund them, as you prefer, including your shipping charge.

Contact

Email [email protected] with your order number. We reply within 2 business days.

This is a mailing address, not a shop. Please send returns only with the label we email you.