Shipping and returns policy

What is your return policy for glasses and sunglasses?

We accept glasses and sunglasses returns within 30 days of the delivery date. Items must be returned in new and unworn condition, with their original complementary cases to be eligible for a full refund or exchange (excluding shipping costs). If you purchased online and you're not satisfied with your new pair, please contact us via our toll-free number at 1-866-414-2326 for help. 
Please note this is only applicable to online orders placed on Clearly.ca. Online purchases can not be exchanged or returned at For Eyes by Clearly stores.
Online and in-store pricing and offers can vary.

What is your return policy for contact lenses and accessories?

Contact lenses may be returned within 30 days of delivery. Boxes must be sealed, unopened, and unmarked.

RGP (rigid gas permeable) lenses are custom made for each individual order. As such, they are final sale and cannot be returned or exchanged.

Contact lens cases are final sale items and cannot be returned or exchanged.

Online and in-store pricing and offers can vary.

How long does it take for a refund to get back to me?

Upon confirmation from the courier that your product is safely on its way back to our facility for inspection, you can expect to see your refund within 4-7 business days.

Please contact us via our toll-free number at 1-866-414-2326 if you wish to return an item, and we'll email you a prepaid return label. Returning your purchase without using this label can lead to delays in processing your refund.

You'll be notified via email when your return has been processed and when the refund has been completed.

How do online returns work?

Returning an item is quick, easy and hassle-free. All you have to do is click on ‘My account’ on the top right of your screen and then select ‘Order history’. Find the order you’d like to return – your return label should be available to download.

Print out your new label, stick it on your package and send it back to us! Please make sure your packaging is well-secured so it can reach us safely and that the old shipping label is properly covered or removed so as to avoid any confusion with the shipping address.

If you’re having any trouble with this, feel free to contact our Customer Service team via our toll-free number at 1-866-414-2326, and we'll email you a prepaid return label

Can I return contact lenses that have been opened?

We only accept returns for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery.

RGP (rigid gas permeable) lenses are custom made for each individual order. As such, they are final sale and cannot be returned or exchanged.

Contact lens cases are final sale items and cannot be returned or exchanged.

What should I do if I have a hard time seeing with my new glasses?

Having difficulty seeing clearly with your new glasses can be due to a variety of reasons. Start by asking yourself:

• Do your glasses fit properly? If not, the prescription may not feel as clear as it should. Visit us at one of our For Eyes by Clearly stores for a free adjustment—we’d love to help!
Find your nearest location here. Please note that online orders placed on Clearly.ca can not be exchanged or returned at For Eyes by Clearly stores. Online and in-store pricing and offers can vary.

• Is it a new prescription? Adjusting to a new prescription can take a few days. It's best to wear your new glasses consistently to adjust to your new prescription, as taking them on and off makes it harder for your brain to adjust.

• Are your prescription and PD accurate? Use the packing slip included in your package to check that the prescription ordered matches the prescription from your doctor. If the prescription was wrongly entered, please contact us via our toll-free number at 1-866-414-2326 to set up an exchange.

• Does your vision sharpen when you look up or down? Put your glasses on and look straight ahead. Lock your eyes on a point in the distance, then slowly tilt your chin up and down (without moving your eyes). If your vision sharpens when you look up or down, the position of the lenses in your frame may not be right for you. Please contact us via our toll-free number at 1-866-414-2326 to let us help you with an exchange.

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.

Please note this is only applicable to online orders placed on Clearly.ca. Online purchases can not be exchanged or returned at For Eyes by Clearly stores. Online and in-store pricing and offers can vary.

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, visit one of our For Eyes by Clearly stores – we’d love to help! Find your nearest location here. 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.

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:

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.