Everything we ask of you, and everything you can expect from us — returns, warranties, appointments, billing and privacy, set out plainly.
Prescription eyewear cannot be returned or refunded. It's made to your individual prescription and measurements, so it can't be resold or reused.
If something isn't right, that's a different matter — see our 60-day non-adaptation policy below.
Sunglasses, cases, cleaning products and accessories may be returned strictly in original, unused condition with your receipt. A restocking fee of up to 20% may apply.
Sometimes a prescription changes, or you simply have trouble getting on with a new pair. If that happens, come back and tell us — we have a 60-day non-adaptation policy on lenses.
Within 60 days of collecting your glasses, if your prescription needs changing we'll remake the lenses in your existing frame.
Both your eye exam and your glasses must have been done at our office for this policy to apply. It covers lenses only — not the frame, and not accidental damage.
Frames and lenses carry the manufacturer's warranty — not a warranty from us. We submit and handle the claim on your behalf, but the manufacturer decides the outcome.
Bring the glasses in and we'll assess them and submit the claim if it qualifies.
Contact lenses cannot be returned. They are a custom medical device, and once they leave our hands we have no way to verify how they've been stored or handled. For safety reasons we can't take them back.
A manufacturing defect is a different matter — bring it to us and we'll take it up with the manufacturer.
If you have any concern or problem with your lenses, tell us. We'll look at it and do what we can to help.
Some frames and lens designs are ordered in specifically for you. For special orders we ask for a deposit at the time of ordering, and the balance when you collect.
Because these are ordered on your behalf and can't be returned to the supplier, deposits on special orders are non-refundable once the order has been placed. We'll always tell you clearly before we place it.
We'll contact you as soon as your order arrives. Please collect within 90 days — after that we may not be able to hold it.
In a hurry? For straightforward single-vision prescriptions we may be able to cut lenses the same day — see what our on-site lab can and can't do.
We're always careful with your eyewear, but we can't fully guarantee what will happen to a frame whose history we don't know.
For any repair, adjustment or alteration to a frame that wasn't purchased from us, we can't accept responsibility for damage that may occur. We may not know what the frame is made of internally, how it has been repaired before, or whether the material has been weakened over time — and some frames simply aren't made to a standard that survives adjustment.
We'll always do our best and we'll tell you honestly if we think a frame looks risky. But please be mindful of that before asking us to work on eyewear from elsewhere.
Frames bought here are a different matter — adjustments and minor repairs are part of looking after you.
If you need to change or cancel an appointment, please give us at least 24 hours' notice so we can offer the slot to someone else who needs it.
Repeated late cancellations or missed appointments may mean we ask for a deposit to hold future bookings.
If you're running late, call us — we'll tell you honestly whether we can still see you or whether it's better to rebook.
First visit? Here's what to bring and how much time to allow, and how to find us inside Woodside Square.
Payment is due at the time of service. We accept debit, major credit cards and cash.
Wondering whether OHIP covers your exam? Check your coverage in about thirty seconds.
We direct-bill most private insurers where the plan allows it. Where direct billing isn't available, you pay us and submit the claim yourself — we'll give you a detailed receipt with everything your insurer needs.
Insurance predeterminations are estimates and may not always be accurate. We'll tell you your estimated out-of-pocket cost right away, but the final amount is determined by the insurance company after the claim is processed. It's best to call your insurer beforehand so you know what's covered and for how much.
We do not direct-bill for dry eye services. These treatments aren't covered by OHIP and are often outside a standard vision plan. Payment is made at your visit and we'll give you a receipt to submit yourself. More on dry eye billing →
Your prescription belongs to you, and you're free to have it filled wherever you choose.
Prescriptions carry an expiry date because eyes change. We generally issue glasses prescriptions valid for two years and contact lens prescriptions for one year, though your optometrist may set a shorter interval if your eyes need closer monitoring.
Adjustments, repairs and our 60-day lens policy apply only to eyewear purchased here. If you have your prescription filled elsewhere, that provider looks after the glasses.
You're entitled to a copy of your prescription at the time of your eye exam, once the optometrist has determined your final prescription. We'll give it to you then.
Requests for a copy after your exam date may be subject to a $15 administration fee.
If your prescription has expired, we may not be able to release it. In that case the optometrist will need to review and approve it first, and you may need a current eye examination.
If you're unhappy with anything — the glasses, the exam, how you were treated — please tell us. Most things are straightforward to put right once we know about them.
Speak to us in the practice, or email eyecare175@gmail.com. We'll look into it and come back to you.
We'd always rather hear about a problem than have you leave unhappy.
If anything here is unclear, just ask — we'd rather explain it before you buy than after.
Email us and we'll walk you through it. No appointment needed to ask.
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