Warranty
Returns
What is your return policy for glasses and sunglasses?
We accept returns of glasses and sunglasses within 30 days of the delivery date. Items must be returned in new, unworn condition with their original cases to be eligible for a full refund or exchange. If you made your purchase online and are not satisfied with your new pair, please contact our specialist via WhatsApp for assistance. Please note this applies only to online orders. If you made your purchase in-office and are not satisfied with your new pair, please visit the office in person — we’d be happy to help.
How long does it take to receive my refund?
After confirmation from the courier that your item has been returned to our facility for inspection, you can expect your refund within 4-7 business days.
You will receive an email notification once your return has been processed and the refund has been completed.
What should I do if I am having difficulty seeing with my new glasses?
Vision issues with new glasses can be caused by various reasons. Ask yourself the following questions:
Do the glasses fit you well? Sometimes, vision is not as sharp if the glasses are not properly adjusted. Visit our Arc Eyecare office for a free adjustment.
Is it a new prescription? Adjusting to a new prescription may take a few days. It is recommended to wear your new glasses consistently to help your eyes adapt, as taking them on and off can make it harder for your brain to adjust.
Is your prescription and pupillary distance (PD) accurate? Double-check to ensure the ordered prescription matches the one provided by your doctor. If the prescription was submitted incorrectly, please contact our specialist via WhatsApp to arrange an exchange.Warranty
What does your warranty cover?
Our warranty covers manufacturing defects on frames and lenses for one year from the delivery date. It does not cover damage caused by everyday wear and tear, sudden force, or impact, accidental damage including but not limited to: lens scratches, loose hinges, lost screws, broken frames, detached temple tips, or nose pads.
Cosmetic defects, such as scratches, paint chips, or marks, are not covered by the warranty unless they are discovered immediately upon opening the package and reported within 14 days of delivery; after 14 days, they will be classified as wear and tear and are not eligible for return or warranty service.
How do I file a warranty claim?
If you experience a manufacturing issue within 365 days of delivery, please contact our specialist via WhatsApp to request a one-time replacement. You will receive further instructions on how to prepare and return your defective glasses or sunglasses after initiating the warranty claim process.
Since warranty claims are subject to review, our team will assess photos of your defective item. If your claim is approved, we will replace the product at no charge on a one-time basis.
What should I do if I need new nose pads?
Nose pads can easily be replaced by any optical professional. If you can visit our office in Mississauga, we’d be happy to assist you in replacing the nose pads. If you’re elsewhere in Canada, simply visit your local optical store!
Some of our frames come with nose pads that are exclusive to our office. If you’re unsure whether your local store can replace your nose pads, contact us via WhatsApp, and we’ll be happy to help. If your nose pads are exclusive to us, we will send them directly to your home.Production and Shipping
Shipping Timeframes
How long does it take for my order to ship?
Once you’ve placed your order, contact our specialist via WhatsApp, and they will provide an estimated delivery time specific to your order.
Shipping time refers to how quickly your item will be delivered to your doorstep once it has left our warehouse. This does not include the processing time (assembly and fulfillment), which can take up to 7 days.
The delivery time depends on your postal code. Below are the general delivery timeframes for in-stock items:
Standard shipping through Canada Post takes 7 days.
Express shipping within Canada takes 3 days (availability of express shipping may depend on your order).
In addition to the shipping time, we need a few days to assemble and fulfill your order.
Prescription glasses and prescription sunglasses: processing takes 3–7 days, depending on the complexity of the prescription and lens types. Once your order is ready, we will ship it according to your chosen method, and the shipping timeframe will begin.
Non-prescription sunglasses: processing takes 2–4 days, provided there are no prescription products in your order. Once your order is ready, we will ship it according to your chosen method, and the shipping timeframe will begin.
Where is my order?
After successfully placing your order, we will send you an order confirmation email. Please allow 1–7 days for us to process and hand it over to our courier partner. Once your order has shipped, we will send you a shipping confirmation email with a tracking number.
My order says it has been delivered, but the package hasn’t arrived yet. What should I do?
Your package was likely scanned as “delivered” by the courier. Please wait two business days for the delivery. If more than two business days have passed and you still haven’t received your package, please contact us via WhatsApp.
Courier Delivery Questions
Shipping timeframes do not include the processing time, which can take up to 7 days depending on your product and prescription. Once your order is ready to ship, the delivery method you selected at checkout will determine how quickly it reaches you. Please refer to the general timeframes below:
Delivery Method
Delivery Time
Standard
7–21 days
Prescription glasses and prescription sunglasses
Require 3–7 days for processing plus shipping
Non-prescription sunglasses
Require 2–4 days for processing plus shipping
Please note: delivery time is determined by your postal code, and additional time may be required for orders sent to P.O. boxes or rural/remote areas.
Why did my order arrive through a different courier than the one I selected?
We aim to provide the best service and deliver your order as quickly as possible. When we can, we upgrade your shipping method for faster delivery at no extra charge.
