ORDERS
Q: How should I place orders?
A: For accuracy and efficiency, online or faxed orders are preferred. Please use dark ink when faxing to ensure legibility.
All phone orders will be read back for confirmation. In the event of an error, the order will be redone with a 30% discount.
Q: What if a stock lens is unavailable?
If a requested stock lens is unavailable, we reserve the right to surface the lens.
Q: Are edged-to-trace jobs guaranteed?
A: Please note that these jobs are completed at your own risk; credits will not be issued for such orders.
Q: What if I want to cancel or change an Rx?
A: If the cancellation or change is requested before manufacturing begins, there is no charge. Once manufacturing has started, a 30% fee applies for requests made within 90 days. Please note, special orders cannot be cancelled after the order has been placed.
WARRANTIES
Q: Are your lenses covered by a warranty?
A: We warranty all lenses to be free of defects in material and workmanship. If a lens is defective, please return it to the lab with the corresponding invoice number, replacement invoice number and reason for return.
All warranties are from the original purchase date.
Please be careful to verify your uncut lenses before edging, as we cannot warranty any subsequent damages or errors.
Please note, that lenses returned with scratches that penetrate the coating and the underlying substrate will not be eligible for warranty as deep scratches are not the result of normal use.
Q: What about coatings?
A: All of our hard coat and AR coatings are warranted for 2 years under normal conditions (one time replacement), with the exception of front side scratch coat and 2 side scratch coat which have a 1-year warranty (one time replacement).
Q: Is there a warranty on patient frames?
There is no warranty on patient’s own frame. Work will be done at customer’s own risk.
While the utmost of care is taken when we are remounting new lenses into your patient’s own frame, should a breakage occur we do not accept responsibility or liability. Please advise your patients of the risks prior to sending the frames for remounting.
Q: Is there an optional no-fault warranty?
A: A no-fault warranty is available and is strongly recommended at an additional cost of $34.00 per pair on all lenses, which will provide a 1 year, 1 time lens(es) replacement in case of an accident or a breakage.
This warranty must be purchased at the time of the original order to be valid.
Q: Can I redo Transitions® lenses if my customer doesn’t like them?
A: If your customer doesn’t like the Transitions®, the redo (clear lenses or new Transitions colour) will be no charge.
TINT MATCHING
Q: Can tinted lenses match exactly?
A: Due to the variety of light absorption characteristics inherent to the different plastic materials, all tinted lenses are approximations. We cannot guarantee an exact match.
Q: How should I reorder tinted lenses?
A: All reorders for tinted jobs must be placed as a pair regardless of how many lenses need to be redone to ensure that both lenses match.
NON-ADAPT, DR’S CHANGE & REDO POLICIES
Q: Are redos free?
A: Take note that all redos will be done at no charge conditional that the new order has the same value as the original one and that conditions listed below are met:
- Lenses returned within 120 days.
- Original invoice, redo invoice, and lenses provided.
- Replacement lenses for non-adapts must be ordered from our lab.
Q: Can I get credit for stock lenses?
A: Stock Lenses are exempt from credit, if the lens has been cut or on DR’s changes.
Q: Can I upgrade lens material or coating for a redo?
Upgrading to a different lens material or coating does not qualify as a non-adapt redo.
