COMMONLY ASKED QUESTIONS

How do I place a new order and send my prescription to you?

Select the contact lenses that you wear. The contact lens product page will immediately display the pertinent information required to complete an order. You do not need to create an account to place an order. Usually after the order is placed, you would send us your eye care provider's name and phone number or fax your prescription to 1-888-413-5153. Detailed instructions would be provided once you complete the checkout online. You should be able to obtain your prescription parameters right off of your existing box of lenses, or from the written prescription issued to you by your doctor. If you are not sure about a number, leave it blank and we will obtain it for you by calling your doctor, or by looking at your written prescription if you fax it to us.

Can I order lenses for more than one person on the same order?

Yes. Choose the first person's lenses and enter in their prescription information. The first patient's name will default to the ship-to name, but you will have the opportunity to change this. After you press the checkout button (items will be added to cart), press 'continue shopping' to choose lenses for the next person. If you have more than one doctor as well, that information can be provided to us by email once your order has been placed.

Are your frames truly authentic?

Yes, of course! Like our lenses, we curate authentic frames and sunglasses the same way your local optical store would and they're assembled right here in Vancouver, BC! You never need to worry where your glasses are coming from and their quality. We back all our sales of glasses with a guarantee of authenticity and our word as an online retailer since 2002.

Can I return my glasses if I change my mind?

You can return your glasses for any reason within 30 days of the purchase and we will even cover the return shipping. We want you to be happy with your choice and your business with us. Please just make sure you return them in the original packaging and that they haven't been damaged in any way. You'll be eligible for complete store credit, so you can find your perfect pair!

Are your glasses Insurance or FSA Eligible?

Prescription eyewear can definitely be eligible. While we don't deal directly with your insurance company we can provide you with a detailed insurance receipt of your purchase with us. If the eyeglasses contain prescription lenses, this will be noted on the receipt. Pay by credit card then submit the receipt to your insurance company for reimbursement. Alternatively, use your FSA credit card to pay directly on our website.

How do I place an order if I only wear a contact lens in one eye / if I wear the same prescription in both eyes and only want to order 1 item?

Select the lens and prescription for that eye and set the quantity to the eye you are not ordering for to zero.

I entered in my credit card information, how do I know if my order went through?

Once your order has been accepted, the website will take you to a receipt page and display an order confirmation number. The only reason that it would not take you to this page, is if there was a problem with your billing information. Check to see if you entered in the correct billing address zip code. If you have moved recently, try entering in your old zip code before calling customer service. You can have a separate shipping and billing address.

What kind of Lens Options do you offer?

Our lenses are high quality, guaranteed. We offer basic lenses to high index (thinner) lenses. Additional lens options include anti reflection, anti scratch, blue light, and 100% UV protection. . Choose the bundle options for the greatest value and impact! We really suggest you add these coatings to your lenses to your glasses because they will make them more worthwhile to buy. They can help you drive safer at night (Anti-Reflection), protect your eyes from high energy light (UV400) and increase the lifespan of your investment (Ultra Tough Scratch).

Can I just order the frames? Someone else is adding the lenses.

Sure! When you go to the product page of a pair you love just click on the "non-prescription" option and proceed through the checkout as you normally would. Without the addition of lenses the time to delivery should also be slightly shorter.

What's a PD? How do I find my PD?

Your Pupillary Distance (PD) is simply the distance between the centers of one pupil to the center of the other. It's also really easy to measure your PD and get the correct size of glasses. You can download and use our specially made PD Ruler to get the value!

What promotions do you offer on glasses?

We greatly value our customers' loyalty and want to ensure you can affordably build your eyewear collection, so ensure to join our email and SMS gang and you'll be aware of all the most exclusive deals.

Do I have to send you my prescription?

No, you do not need to send us your prescription. You can provide us with your doctor's information, and we can verify it by phone or fax. There is no extra charge for this service. Your doctor is required to release the prescription to us, however, if they do not cooperate, we are allowed to assume that your prescription is correct and valid if your doctor does not respond to our request within 8 business hours. If you send us your prescription by email or fax, we will have no need to contact your doctor and your order will get processed a bit faster.

How long is my prescription valid for?

Usually 1 or 2 years from the date it was written, depending on the state that you are in. Sometimes it is up to your doctor's discretion. If you are unsure if your prescription is still valid, you can always try placing your order and providing us with your doctor information. If your doctor does not contact us to cancel your order within 8 business hours of the prescription verification request, your order will ship. There are no restocking or cancellation fees if your order gets canceled, so you have nothing to lose.

How do I read my prescription?

You usually don't have to. The prescription numbers are on your contact lens boxes or on the little containers that the trial lenses came in. If for whatever reason you do not have the boxes or trial lenses, you can get help reading your rx by clicking here. If you still can't figure it out, just do not select any numbers for your prescription when ordering. we will attempt to read your prescription or contact your doctor to obtain the information.

Can I order any lenses that match my prescription?

Contact lenses require brand specific prescriptions. You can only order the exact brand of lens that you were prescribed for through your eye care professional. Different brands of lenses all fit and feel differently. Even if the prescription numbers match up, the lens may not suit your eye.

My doctor will not release my prescription to me or I do not have a prescription available. How do I order through your company?

Just place the order based off the prescription parameters on your previous box of contact lenses or trial pair, and provide us with the phone or fax number to your doctor's office. If your doctor does not respond within 8 business hours of our prescription verification request, the order will ship. Please make sure that the prescription numbers that you entered during the order are correct, as your doctor will not always call us back to make corrections.

How can I be sure that I will receive the correct / exact lenses that I require?

The contact lenses that we sell are sourced from the same suppliers and manufacturers that your eye care provider orders from, therefore they must be the exact same lenses. There are no generic lenses available on the market, and since contact lenses require brand specific prescriptions, we couldn't sell you a substitute even if we wanted too. We guarantee to ship your contact lenses exactly as ordered, and will fix any shipping errors at our expense.

What will the expiry dates be on the lenses?

The contact lenses that we sell are new and expire well into the future; usually 3-6 years away from the date that the order is placed. Because of our inventory system and order volume, our inventory is replenished with new lenses more often than most other online companies, which means that the lenses on our shelves have usually just arrived in from the manufacturer.

The numbers on my prescription do not correspond with the options that are available on your website. Is my lens not available?

It's likely that you are looking at a brand of lens that you have not been prescribed for. The numbers on your prescription will only match up with the brand of lens that you have previously worn, or have been prescribed for by your eye care professional. Please order the correct brand of lenses. If you're unsure about which brand of lens you require, call us or speak to your doctor.

When will my order ship and how will I know that it has shipped?

Kits.ca offers same day shipping on most stocked items placed before 2pm EST.

80% of orders ship within 24 hours, however potential order processing times are 1-3 business days (not including Saturday or Sunday). If the processing time is expected to exceed 3 business days, the product page where you started your order from will normally specify the average wait time before shipment. You will receive an email once your order ships out.

Please note that shipment confirmation emails are usually sent every evening after 5:30PM, however in some cases the status system may not be updated, or the email may not be sent until the following morning. Your order status is available online and can be checked via a link in your order confirmation email.

I ordered a non-stock item or custom lens. When will the order ship?

As soon as possible. Most toric or special lenses become available for shipment within 3 days. If the wait time is expected to exceed 3 days, it would normally be indicated on the product page of the website, or by an email from customer service.

How can I track my order once it has shipped?

Tracking information will be available on a link from your shipment confirmation email. Depending on the shipping method that you selected, full tracking (point to point) may not be available. Please rest assured that you will receive your order within the specified time period.