365-Day Return Policy
Contact lenses may be returned or exchanged within 365 days of purchase provided they are unopened, unmarked, undamaged, unexpired, and in original condition with packaging. Such returns will receive credit in full, excluding any shipping charges. We cannot accept opened boxes of contact lenses or vials, as we are unable to return these to the manufacturer. The following lenses are also non-refundable and non-exchangeable because they are custom made to order by the manufacturer: Proclear Toric XR, Proclear Multifocal XR, Proclear Multifocal Toric, Frequency 55 Toric XR, Encore Toric XR, and Vertex Toric XR.
Defective Products
In the unlikely event you receive a defective lens, do not throw the lens away. It may need to be returned to the manufacturer for analysis. Provided the lens manufacturer agrees the lens is defective, a replacement lens will be issued at no cost. Please note that defective lenses may only be exchanged for the exact same lens and prescription. We cannot issue refunds for defective items.
Returns Procedure
Before returning items, please contact our customer care team by email and include your name, order number, and the reason for the return. If calling, please have this information available. Our customer care team will issue you a Return Merchandise Authorization (RMA) number and the return procedure. This RMA number should be written prominently in the address portion of your return package.
Cancelled / Refused / Return to Sender
We are dedicated to providing the best customer service to all of our customers. We pride ourselves on our ability to quickly and accurately process all orders. If you have any questions regarding your purchase, we will do everything we can to address your concerns. If you wish to cancel your order for any reason, please contact us as soon as possible. As a vast majority of in-stock items ship within 24 hours, it is imperative that you contact us so we may attempt to cancel your order before it is processed and/or shipped. All refunds will incur a $5 cancellation fee plus an additional 3% to cover all merchant fees.
- What happens if my order has already shipped?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If your order cannot be cancelled prior to shipping, a Return to Sender Delivery Intercept can be instituted for a $20 fee. Alternatively, items can be returned within 365 days of the original order date. Please note that customers are responsible for all charges associated with the shipping and return shipping of goods back to VisionPros. All shipping fees are non-refundable.
Note: Please allow up to 10 business days for your return to process from receipt of the returned merchandise.
- I found a better price with a competitor. Will VisionPros price match or do I need to cancel?
We understand that price is very important when determining where to buy from. In the rare event that you find your lenses elsewhere from an authorized dealer at a lower price than at VisionPros.ca, there is no need to cancel your order. Please contact the Customer Care Team with the website or retailer that is offering the lower price. If the final delivered price is lower than the VisionPros.ca final price, we will adjust your order.
