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. A restocking fee may apply.
- Opened boxes: Opened boxes are not eligible for a refund. An exchange may be possible if no more than one pair of monthly/weekly lenses or three pairs of daily lenses have been used. A restocking fee applies.
Glasses and accessories purchased online
View the online glasses return policy.
Purchases made in store
We do not offer refunds for purchases made in our stores. Please contact the location where you purchased your glasses for assistance.
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. PO boxes are not available for shipping contact lenses. Once the package has been delivered and confirmation is verified we are not responsible for items lost after delivery. We will help you to work with the carrier and contact lens company to resolve the issue as best we can.