Frequently Asked Questions

Eye exams are an important tool in assessing your vision and overall health. An eye exam helps to detect and in some cases prevent major and minor eye diseases and disorders, and can even detect signs of problems elsewhere in the body such as diabetes, high blood pressure, and brain tumors.

Adults

  • Assessment of eye health to diagnose ocular diseases ranging from cataracts to macular degeneration
  • Distance vision assessment (an analysis of how well the eyes focus at various distances)
  • Measurement of binocular vision (how well your eyes work together as a team, and the related muscle alignment)
  • Colour vision assessment (testing for types of colour blindness)
  • Consultation of your visual needs (ex. work, school, leisure activities) to determine the ideal prescriptions for eyeglasses and/or contact lenses

Children

  • Assessment of eye health to diagnose a range of diseases (e.g. cataracts, glaucoma, macular degeneration)
  • Depth perception testing
  • Color vision assessment
  • Strabismus assessment (testing that the eyes turn together correctly)
  • Testing for Amblyopia (also known as a lazy-eye), a development disorder in which an eye fails to achieve normal visual acuity, even with prescription eyeglasses or contact lenses
We can also assess the need for further evaluation for problems related to binocular vision or perceptual issues.
We recommend that everyone have an eye exam a minimum of every two years. We recommend an annual check up with the optometrist for seniors, children, contact lenses users or anyone with eye health issues.
While we do accept walk-in patients, we highly recommend that you book an appointment ahead of time as our optometrists’ schedules book up quite quickly. Book your appointment today.

For online purchases:

  • Contact Lenses: Return: 30 days / Exchange: 30 days
  • Frames (Sun & Optical): Return: 30 days / Exchange: 30 days
  • Prescription Lenses: Return: 30 days / Exchange: 30 days

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

For in-store purchases:

  • Contact Lenses: Return: n/a / Exchange: 30 days
  • Frames ( Sun & Optical): Return: n/a / Exchange: 7 days
  • Prescription Lenses: Return: n/a / Exchange: See Manufacturer Warranty.

For online orders, if you are not absolutely satisfied with your glasses, simply contact our helpful Customer Service Team via our online LiveChat or email us at hello@lensrus.com and we will assist you with an exchange or a free return for refund within 30 days of delivery.

Glasses and sunglasses must be in new unworn condition and returned in their cases. Sale items are final sales and cannot be returned or exchanged.

Yes! Once you have initiated a return for your original order, our trained Customer Service Agents would be happy to help you find a fantastic new pair of glasses. Our Customer Service Agents will guide you through the process of finding the right style and fit for you. Our Customer Service Agents are trained and supported by our in-house licensed opticians to ensure that your glasses lenses will be tailored to fit your frame and prescription needs.

Note: as your returned order will be refunded upon receipt as applicable, your exchange order will be subject to payment in full.

To make a return or exchange, simply contact our Customer Service Team within 30 days of the delivery date via our online LiveChat or toll free number at 1-866-Lensrus for a complimentary electronic shipping label and instructions for mailing your product back to us.

Once you have printed the shipping label, place your return items in the original package or another sturdy box. Make sure the return label is clearly visible. We ask that you please ship your glasses back to us as soon as possible to initiate your refund.

Unfortunately not. Due to inventory tracking, all online orders will have to be mailed back and refunds to be processed through our site.

To return your contact lenses, simply contact our Customer Service Team via our online LiveChat or toll free number at 1-866-LENSRUS within 30 days of the delivery date for a complimentary electronic shipping label and instructions for mailing your product back to us.

Once you have printed the shipping label place your returning items in the original package or another sturdy box. Make sure the return label is clearly visible. We ask that you please ship your contacts back to us as soon as possible to initiate your refund.

After initiating your return with our Customer Service Team your refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.

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

The general wait time depends on the lens type ordered. Some products — including toric/astigmatism and multifocal lenses are custom orders through the manufacturer. Production times may vary.

Once your contact lenses are in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method.

Production times for prescription lenses can vary from 2–9 business days depending on the prescription and the type of lens required/selected. Once your lenses have been manufactured, installed into the frame and inspected for quality, they will be shipped to you using your chosen shipping method.

Non-prescription sunglasses will ship within 1–2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.

You can always log into MyAccount to get up-to-date order and shipment information. When your order ships, you will also be sent an email confirmation which includes a tracking number and instructions for how to track your order online.

In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will incur the applicable tax for your region.

Yes! We proudly guarantee the quality of our products, and offer you a 365 manufacturer’s warranty on frames, glasses lenses, and lens coatings. Our warranty does not cover the damage caused by the wear and tear of everyday use, or damage caused by sudden force or impact.

If you experience a manufacturing defect within 365 days of delivery, simply contact our Customer Care Centre at support@lensrus.com or 1-877-263-9459 (online orders only) for a free return label to facilitate a replacement or exchange. In-store purchase(s) must be processed at one of our Lens R Us store locations. For more information on the warranties we offer, please visit our Terms & Conditions.

We always aim to ensure you have the best vision possible. If your optometrist changes your prescription, we will exchange your prescription lenses (one time only) within 90 days from the original purchase date. Your prescription must be valid within two years of the purchase date.