Frequently Asked Questions
Can I order prescription eyeglass lenses through your site?
Not at this time. You may do so by contacting our office by phone at (416) 363-9154 or email email@example.com. You will need to provide a valid eyeglass prescription, and have your pupil distance and optical centre height measured. This can be done in person at our office.
What is your refund policy?
- 14 Day Glasses & Sunglasses Return Policy – if you are absolutely not satisfied with your glasses frame or sunglasses, please contact our office at (416) 363-9154 or at firstname.lastname@example.org within 14 days of delivery. All returns must be received by our office in new and unworn condition. Unfortunately, shipping fees for returns are not included; however, items may be returned in person at our office. No refunds (exchange only within 14 days) for sale items.
- Eyeglasses and sunglasses: Cases must be returned. Glasses and sunglasses will be inspected before a credit or refund is issued.
- Contact lenses: Exchange or return is available for sealed, unopened and unmarked, and undamaged boxes. Contact lenses will be inspected before a credit or refund is issued.
What is our product warranty?
Warranty claims are subject to review upon assessing the defect by photo or in-person at our office. Any glasses or sunglasses classified as defective may be returned for a one time replacement within 1 year of delivery. Our warranty does not cover damage caused by the wear and tear of everyday use, sudden force or impact, accidental damage, including but not limited to: lens scratches, loose hinges, missing screws, broken frames, detached temple tips or detached nose pads.
Any cosmetic issues (such as scratches, paint chips or marks) are not covered by our warranty unless they occur straight from the box and are reported within 14 days of delivery. After 14 days they will be classified as wear and tear and be ineligible for any return or warranty claim.
How do I price match my contacts, eyeglass frames and sunglasses?
Contact us by phone at (416) 363-9154 or email email@example.com.
The lower-priced merchant must have the product currently in stock, the product listed must be totally identical, and must be an established retailer.
Shipping and handling charges, exchange rates, sales taxes, and any other fees charged by the competitor will be included in the total when determining the price match.
This offer does not extend to custom contacts and rigid gas permeable lenses.
Why do I have to be a patient of Richmond Optometry’s to purchase contact lenses online?
We must have a current contact lens prescription by one of our doctors (or another certified contact lens fitter) on file. We need to know that you are purchasing the correct lenses that have been fitted according to your wearing habits, visual needs, and the anatomical structure of your eyes. If you do not have a contact lens prescription, please contact our office by phone or email to schedule a fitting with one of our doctors.
What if I can’t find the contact lenses I usually wear on your site?
Our site features our most popular contact lenses, but you can still order other lenses by contacting our office. If you wear a combination of different lenses for each eye (e.g. astigmatism lenses in one eye, spherical in the other), please let us know so we can assist you with your order. Contact us by phone at (416) 363-9154 or email firstname.lastname@example.org.
Can you bill directly to my insurance plan?Yes, we can try to bill your eyeglasses or contacts directly depending on your insurance provider and plan. Please contact our office by phone at (416) 363-9154 or email email@example.com. You may also use the fully-paid invoice from Richmond Optometry to make a claim with your insurance provider.