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Shipping and returns policy
Warranty
What is covered under your warranty policy?
Our warranty covers manufacturer’s defects on frames and lenses within one year of the delivery date. It does not cover damage caused by the wear and tear of everyday use, sudden force or impact, accidental damage, including but not limited to: lens scratches, loose hinges, missing screws, broken frames, detached temple tips or detached nose pads.
Any cosmetic issues, such as scratches, paint chips or marks, are not covered by warranty unless they occur straight from the box and are reported within 14 days of delivery; after 14 days they will be classified as wear and tear and be ineligible for any return or warranty claim.
How do I make a warranty claim?
If you experience a manufacturing defect within 365 days of delivery, please contact us via our toll-free number at 1-866-414-2326 to request a one-time replacement service. You'll receive further instructions on how to prepare and return your defective glasses or sunglasses after you start the warranty claim process.
As warranty claims are subject to review, our team will assess photos of your defective product. If your warranty claim is approved, we'll replace the product at no charge on a one-time basis.
What should I do if I need a new nose pad?
Nose pads are easily replaceable by any optical professional. If you’re in Vancouver, Calgary, Edmonton, Toronto, Ottawa, or Mississauga, pop by one of our stores and we’d love to help replace your nose pads. If you’re somewhere else in Canada, you can go to any local optical shop!
Some of our frames come with nose pads that are only sold by Clearly – if you’re unsure whether your local shop would be able to replace your nose pads, please contact us via our toll-free number at 1-866-414-2326 with your order number ready and we'd love to help. If your nose pads are exclusive to us, we'll simply mail new nose pads to your home.
Production and shipping
Shipping timeframe
How long does it take for my order to ship?
Shipping time determines how quickly your item will be delivered to your doorstep once your order is ready to leave our warehouse. It doesn't include processing time (assembly and fulfillment time), which can take up to 7 days.
The time it takes for shipping varies based on postal code. Please see general shipping time frames for in-stock items below:
• Standard shipping through Canada Post takes 7 days for delivery
• Express shipping within Canada takes 3 days (availability of express shipping may depend on your order)
• Premium express shipping takes 1 day (availability of premium express shipping may depend on your postal code)
On top of shipping time, we need a few days to assemble and fulfill your order.
• Prescription glasses and prescription sunglasses: 3–7 days to process, depending on the prescription intricacies and lens types. Once your order is ready, we'll ship it according to your chosen shipping method and the shipping timeline will take effect.
• Non-prescription sunglasses: 2–4 days to process, if there are no prescription products in your order. Once your order is ready, we'll ship it according to your chosen shipping method and the shipping timeline will take effect.
• Contact lenses: custom orders for more complex prescriptions (toric, multifocal, RGP) will be ordered in from the manufacturer. Once we received your contacts, they'll be shipped within 1–2 days using your chosen shipping method.
Where is my order?
Once your order has been successfully placed, we'll send a 'Confirmation of order' email to the email address you used during checkout. Please allow 1–7 days to process and hand off to our partner couriers. When your order is shipped, we'll send a shipping confirmation email with a tracking number. Your order number can also be found in your Clearly account.
My order says that it is delivered, but the package hasn’t shown up yet. What should I do?
Your package was likely scanned as "delivered" by the courier. Please allow two business days to receive your delivery. If it's been more than two business days and you're unable to locate your package, contact us via our toll-free number at 1-866-414-2326.
Courier questions
Will my order be impacted by the Canada Post Strike?
Our shipping is minimally affected, and Clearly is continuing to ship orders daily using alternative carriers for fast and reliable delivery.
Orders to PO boxes and remote locations will be shipped once Canada Post labour discussions have resolved, and orders already in transit with Canada Post prior to November 18th are expected to experience delays.
I paid for express shipping, but I haven't received anything. Where's my order?
Shipping time frames exclude assembly and fulfillment time, which can take up to 7 days depending on your product and prescription. Once your order is ready to leave our warehouse, the shipping method you chose at checkout determines how quickly your item will be delivered to your doorstep. Please see general time frames below:
Shipping method | Shipping time |
Standard | 7 days |
Express | 3 days |
Premium Express | 1 day |
Prescription glasses and prescription sunglasses
Require 3–7 days to process plus shipping
Non-prescription sunglasses and accessories
Require 2–4 days to process plus shipping
Please note: shipping time is determined by your zip code; additional time may be required for orders shipped to P.O. box addresses, rural or remote areas.
Why did my order arrive through a different courier than selected?
We strive to provide you the best service and deliver your order as quickly as possible. When we can, we'll upgrade your shipping method for faster delivery at no extra charge.