Terms & Conditions for Vue Optix Contact Lenses
Valid Prescription Required
By placing an order for prescription eyewear and contact lenses with Vue Optix, you are certifying that the prescription you submit accurately matches the one that has been provided by your eye care professional. We only accept prescriptions that are valid, accurate, and in complete detail and we are not liable if the prescription that you have submitted is incorrect or false. In addition, you are further certifying that your prescription has been routinely renewed as per your eye care professional’s instruction, or when the prescription has expired. In order to mitigate errors from entering prescriptions manually on the site, we highly recommend uploading a copy of your original prescription by creating an account. Moreover, you warrant that you are not registered blind, or suffer from eye disease including, but not limited to, glaucoma, cataracts, and/or macular degeneration. Vue Optix reserves the right to contact your eye care professional to verify your prescription information if necessary.
Medical Advice Disclaimer
The contents of the site are used for general informational purposes only. As we are not medical professionals, we do not diagnose, provide advice or treat any medical conditions. Please visit a certified medical professional to seek help if you are experiencing any medical issues. For any medical emergencies, please call your doctor or dial 911 immediately. We disclaim all liability should you choose to rely on any health-related information provided by the site.
Colour and Product Accuracy
Though we strive to depict our products as accurately as possible on our site, we cannot guarantee the actual colour, texture or details of the product that appear on your monitor are accurate due to a wide variation in monitor screens. In addition, product information or pricing may contain typographical errors despite our best efforts to ensure integrity and accuracy on the site. Please be aware, that we do not warrant that the product images and item descriptions are current, reliable or free of errors. We are not liable should you choose to rely on the information provided by this site.
Payment
We accept most major credit cards and electronic payments including VISA, MasterCard and American Express.
Vue Optix reserves the right to reject the payment at any time if the payment appears to be fraudulent. In this circumstance, we will refund you through the original payment method and you may try to purchase with another payment form or cancel the order.
All prices are in Canadian Dollars (CAD) and they exclude taxes which are: Canadian Goods and Service Tax (GST), Harmonized Sales Tax (HST) and Provincial Sales Tax (PST). All prescription glasses and contact lenses are exempt from taxes as they are considered medical products. The tax rate will vary depending on the destination of the shipment address which will be reflected on the invoice.
Processing
Processing of an order can take up to 2 to 3 business days. You will be notified by email once the order has been processed.
Shipping Information
Standard shipping on orders can take up to 7-10 business days. The shipping rate is as follows:
|
Region
|
Rate
|
Estimated Delivery Time
|
|
CANADA
|
$15.95 CAD
|
7-10 Business Days With Tracking Number With Designated Shipper (FedEx, ICScourier, Canada Post)*
|
Subject to circumstances beyond our control such as shipping logistics and the ability to obtain products from our suppliers, we will do our best to ensure the overall production and shipping will not exceed 3 business days. *Custom-made products and special orders may take additional time for delivery.
Grace Period
Have a second thought after you submitted an order? No problem! Cancellation of an order can be made within 24 hours of an order confirmation for a full refund. If the cancellation is made after the 24-hour period, the order can no longer be cancelled. However, the item can be returned or exchanged given that the item meets the criteria mentioned under “Return Policy”.
Track Your Order
Once the order has been processed and verified, you will receive a tracking number in your email along with a tracking link. The link will transfer you to the designated shippers tracking page where you can input the tracking number which will allow you to check the status of your shipment. Our designated shippers include Canada Post, FedEx, and ICS.
Return Policy
We are confident that you’ll love our products from Vue Optix. But if you are not satisfied with your purchase for any reason, please contact us and we’ll arrange a one-time return or an exchange within 60-days of delivery.
Our 60-day Returns & Exchange Policy for contact lenses are as follows:
Customers are eligible to have a one-time exchange per item given that:
- The product must be unopened, unworn, and unmarked.
- The product must be in the original, sealed packaging.
- The product must not be damaged, expired, or discontinued.
- The customer is responsible for paying the shipping cost.
Customers are eligible to have a one-time return per item given that:
- The product must be unopened, unworn, and unmarked.
- The product must be in the original, sealed packaging.
- The product must not be damaged, expired, or discontinued.
- 10% restocking fee will be subtracted from your refund.
- The customer is responsible for paying the shipping cost.
Please note:
Prior to the return/exchange is processed, the product must be inspected by our team members. All clearance items, sale items, contact lens solutions, eye drops, as well as custom-made contact lenses are final sale and they cannot be returned or exchanged. Each item may only be returned/exchanged once and Vue Optix reserves the right to limit the number of returns/exchanges at any given time. After the one-time exchange has been credited, the product becomes a final sale. Customers are responsible to pay the price difference of an item if the price of the originally purchased item is less than the price of the exchanged item. In contrast, if the originally purchased item price is greater than the price of the exchanged item, customers will receive a refund through the original payment method for the price difference. The shipping cost of your original purchase is non-refundable. If you have created an account with us, we will refund you with a credit on your account. If you have purchased an item as a guest, we will provide a voucher code via email for your refund. Store credit and vouchers will expire after 365 days.
Product Defect
If you notice any manufacturing defects, please contact us and we will replace your item within the warranty period of 365 days. Please do not attempt to repair the damage to the product. If any alterations are found, the return policy will not be applicable.
Damaged or Wrong Item
If you have received a wrong item or an item that has been damaged, we will provide a complimentary replacement of the product given that:
- We must be notified within 72 hours of the shipment arrival time.
- Packaging and all other original containers must be included.
- The product must be unopened and returned to us in the exact same condition in which they were received.
Please note:
Incorrect or damaged items will only be replaced with the same model, not refunded. The reported issue must be evaluated and confirmed by one of our team members prior to the replacement process. If the product damage was caused after the shipment arrival date, we will not be able to provide a replacement product. Please do not attempt to repair the damage to the product. If any alterations are found, the return policy will not be applicable. If an item that is wished to be exchanged is discontinued or out of stock, the customer may choose another item that is of equal to or lesser value.
COVID-19
Now more than ever, we believe the health and safety of our customers and staff to be the highest priority. We are following all the health guidelines and protocols by continuously disinfecting and sanitizing our facilities and our products to offer you a safer customer experience.
Please be advised, that though we endeavour to ship our products on a strict schedule, you may experience a slight delay in receiving your orders due to the current challenges of the COVID-19 pandemic. We truly appreciate your patience and apologize for any inconvenience this may have caused.
Frequently Asked Questions
Do you have any questions for us? Check out our FAQ below to get answers to all your questions regarding products, shipping, ordering process and more.
Prescription
- Do I need a prescription to order my contacts?
Yes, you must visit an eye care professional to receive an eye exam in order to get a prescription. We offer eye exams with certified optometrists on-site. If you would like to book an appointment with us, please call (403) 764-6161 or click *here to book an appointment online.
- Can I use my eyeglass prescription for my contacts?
Unfortunately no, we will not be able to take your eyeglass prescription for contact lenses. Contact lens prescription requires the base curve which determines the curvature of the lens as well as the diameter which determines the width of the lens to properly fit your eyes.
- What if my prescription is expired?
In most cases, prescriptions expire after a year or two. In order to get the most updated and accurate prescription, we recommend you visit an eye care professional to receive another eye exam.
Contact Lenses
- What type of contacts should I choose?
Choosing the right type of contact lens depends on your lifestyle and your prescription. Your eye care professional will give you the best advice on which type of contact lenses that is most suitable for you.
- How old do I have to be to wear contacts?
Many teenagers or even pre-teens use contact lenses daily. However, we highly recommend consulting an eye care professional to see whether or not contact lenses are suitable for you or your child.
- Can I wear contacts if I have astigmatism?
Yes, you can. We offer a wide variety of contact lenses specially made for astigmatism to fit your needs.
- Can I wear contacts if I have had LASIK or other laser eye surgery in the past?
Since LASIK and other laser eye surgery work to reshape your eye, we recommend you to consult with an eye care professional to seek advice on whether or not contact lenses are suited for your needs.
- Are contact lenses more expensive than glasses?
That will depend on the type of contacts you choose and how frequently you decide to wear them. We offer a wide variety of affordable contact lenses so you can choose one that fits best with your budget and your needs.
- What is the difference between daily contacts and planned replacement contact lenses?
Daily wear is meant to be disposed of after one-day single-use, while the planned replacement contact lenses are designed to be used over a specific time period advised by your eye care professional.
- What kind of solution should I use?
Your eye care professional will suggest the type of solution you will require based on your needs and lens type.
- Can I sleep in my contacts?
Some types of monthly contact lenses will allow you to wear them overnight. However, please be advised that prolonged use of contact lenses can lead to an increase in the risk of eye damage or complications. Therefore, we strongly advise you to consult with an eye care professional to seek all protocols and guidelines on whether or not you can wear your contacts overnight.
- Can I participate in physical activities or sports while wearing contacts?
Absolutely. Unlike glasses, you do not have to be concerned about contact lenses falling or breaking while playing sports. Your eye care professional can help you determine the best suitable contacts for your particular sport or other activities.
Insurance/Payment Process
No, however, you will receive an invoice once the payment has been processed so you may request a reimbursement from your insurance provider. Please be advised that most insurance plans only cover prescription eyewear. Please contact your insurance provider ahead of time to see your full insurance coverage details.
- How can I get an invoice?
We have sent a copy of your invoice through email. If you would like us to resend the invoice, please call us at (403) 764-6161 or email macleod@soloptixonline.com.
- What kinds of payment methods do you accept?
We accept most major credit cards and electronic payments including VISA, MasterCard and American Express.
- How do I know my payments are secured?
All of our transactions are secured with Secure Socket Layer (SSL) technology which helps to encrypt sensitive information such as your credit card and other electronic payments. We do not store any credit card information once the transaction is completed.
Shipping
- How long does it take for the order to arrive?
An estimated delivery time on orders is 7-14 business days. Special orders and custom-made products may take additional time.
Once your order has been processed, we will send a tracking number to your email. You can track your orders through the designated shipper's website using your tracking number.
- Do you ship to a P.O. box address or hotels?
Unfortunately no, we cannot send our shipments to P.O. box locations or hotels.
- What is your shipping method?
We ship our products with Canada Post.
- How do I cancel an order?
Cancellation of an order can be made within 24 hours for a full refund. Please refer to the “Grace Period” page for more information.
- What if my order hasn’t arrived?
Please call us at (403) 764-6161 or email info@vueoptix.com and we will check the shipment status on your order.
Return Policy
- How many days do I have to return or exchange my purchase?
We offer a 60-day return and exchange policy for any unopened boxes of contact lenses.
- How can I return or exchange the product I’ve purchased?
Please call us at (403) 764-6161 or email info@vueoptix.com to initiate the return/exchange process.
- Do I have to pay the shipping cost if I return an item?
If the product was incorrect, damaged, or contains a manufacturing defect, we will provide a free shipping label to ship the order back to us. However, if you would like to exchange or return an item for any other reason, you are responsible to pay for the shipping cost.
The refund process takes up to 7 days.
