Refund policy

Contact lenses purchased online

A current, valid prescription matching the lenses ordered is required to order contact lenses online.

Proof of a valid prescription matching the lenses ordered is required for return or exchange eligibility. Providing a prescription does not automatically qualify an order for a refund or exchange; the other conditions below also apply.

Return or exchange requests must be made within 30 days of receiving your order. Please inspect your order before opening the boxes.

• Unopened boxes: It may be possible to refund or exchange an unopened box. Shipping and restocking charges may apply.
• Opened boxes: Opened boxes are not eligible for a refund. Store credit may be available at the manufacturer's discretion if no more than one pair of monthly/weekly lenses or three pairs of daily lenses have been used. Restocking and shipping fees apply.

Glasses and accessories purchased online

View the online glasses return policy.

How to request an online return or exchange

To start a return, contact online@secondspecs.com. Once your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted. Customers are responsible for return shipping charges.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

Please contact our customer service to discuss all exchange options: online@secondspecs.com.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method within three business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.

Lost packages

It is the customer's responsibility to provide a secure delivery address.

Glasses and accessories are typically shipped via Canada Post, however we may choose a different courier in the event of service interruptions. Therefore PO boxes are not recommended as a delivery address.

Contact lenses are shipped directly from the manufacturer using their preferred shipping carrier. For contact-lens delivery to a PO box, contact us before ordering. For missing, damaged or apparently stolen parcels, please review our missing-parcel terms. We will assist in contacting the distributor or carrier to investigate. Your rights under applicable law are not affected.

Because prescription glasses are custom-made, we cannot offer refunds, except where required by law. If you have an issue with your frames, please contact your store. We will try to help with an adjustment and may offer a different frame style at our discretion. If there is an issue with your prescription, you have 90 days from the date of purchase to provide an updated prescription from your eye doctor and we can remake your lenses.