Refund policy

We have a 30-day Online purchase return policy, which means you have 30 days after receiving your item to request a refund.

To be eligible for online glasses and accessories return, your item must be in the same condition that you received it, undamaged or unused, and in its original packaging. 

A valid prescription is required to order contact lenses online. We will ask to verify this for all returns and exchanges. It may be possible to refund or exchange an unopened box. A restocking fee may apply. For opened boxes if no more than one pair of monthly/weekly lenses have been used or three pairs of daily lenses it may be possible to exchange (open boxes are not eligible for refund). It must be within the 30 day period. Please inspect your order before opening the boxes. A restocking fee would apply. 

To start a return, you can contact us at online@secondspecs.com. Once your return is accepted we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Charges for shipping returned items are the customers responsibility. 

You can always contact us for any return question at online@secondspecs.com

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’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll 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 customers 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.