Frequently Asked Questions
What warranty do we offer?
All products offered on our website are brand-new and backed by the applicable manufacturers’ warranties. The default warranty or length of time the warranty is applicable varies from company to company: products are supported in accordance with the terms and conditions of each individual manufacturer:
- Eyewear: 2 year warranty against manufacturing defects.
- Readers: 30 day warranty against manufacturing defects.
- Accessories: no warranty, but we can usually fix it.
For any questions regarding warranties, please contact us at firstname.lastname@example.org.
What is our shipping method?
We use Xpresspost from Canada Post. This method is fully insured and is trackable. A signature is not required: if you are not at home to accept delivery, the product will be sent to the nearest postal outlet. Please note that deliveries cannot be made to a PO Box.
- Within Canada: 1-2 business days
- To USA: 2-5 business days depending on customs
- International: varies depending on country and customs.
If you have any questions about shipping before or after placing an order, or while your order is on its way, please call us at 604-488-0909. We’re here to help.
What is our Pre-Ship time?
It takes us 1-3 days to process all orders before they get shipped. Please consider this pre-shipping time when expecting your order.
If you are not available for a delivery or the post office cannot contact you, the order will be held for you for several days. After this time, if you do not pick-up your order, the item will be returned to us and there may be a charge for this service. Thus, please make sure that you are available to pick-up your order.
Do You Ship Internationally?
Yes, we ship anywhere in the world.
What is our Return policy?
We allow products to be returned within 14 days of postal delivery confirmation. Postage and return postage will not be refunded. The item must be in immaculate re-sellable condition.
We will gladly initiate a full return on any cancelled orders before they are shipped.
In the rare case that your items unfortunately arrive damaged or defective, replacements are usually offered at no charge. Simply note any damage upon delivery and contact us within 24 hours. Any damages claimed after the 24 hour period upon delivery unfortunately will NOT be considered. Thus please make sure to check and report any damaged ASAP upon delivery.
*When dealing with a damage/defect issue; photos will assist us when dealing with the manufacturer directly.
Should you choose not to pursue replacements the damaged or defective products can be returned for credit. If your product is received and the packaging looks damaged, do not refuse the delivery. While the packaging may look damaged in most cases the product inside is in perfect condition.
All cancellation requests should be forwarded to us at email@example.com within 24 hours of making your order.
Cancellation requests are not accepted on items that have shipped or been prepared for shipping. A refusal of the item at delivery will not be considered a cancellation and extra shipping fees my apply.
*Restocking fees vary from manufacture to manufacture. Please contact us prior to purchasing to inquire about the fee that would be associated with your returned item.