Shipping & Returns

Shipping

Shipping is free on every order delivered within British Columbia. We do not charge a shipping fee at checkout. We currently deliver within British Columbia only. If you are outside BC, please contact us before ordering.

Your glasses are made to order. Please allow 7–10 business days for delivery after your order is confirmed. Delivery time can vary with your location and with the carrier.

We will email you when your order ships. If your order is delayed, we will let you know.

If an item is unavailable

Frame colours and sizes are shown from our supplier catalogue, and availability is confirmed after you order. If the frame you chose is unavailable, we will contact you to offer a similar frame. If you prefer not to choose another, we will refund your payment in full to your original payment method.

Refunds usually appear on your statement within 5–10 business days, depending on your bank or card issuer.

Cancelling an order

To cancel, contact us as soon as possible at kzdknss@gmail.com or 604-765-0400. If your lenses have not yet been made, we will cancel your order and refund you in full. Once lenses have been cut to your prescription, an order can no longer be cancelled.

Returns and remakes

Because every pair is made to your prescription, we cannot accept returns for a change of mind once your lenses have been made.

We will remake or refund your order if:

• your glasses arrive damaged or defective;
• we made an error, such as the wrong frame, colour, size or lens option; or
• the lenses do not match the prescription you provided to us.

Please contact us within 30 days of receiving your glasses, include your order number and a photo of the problem, and we will tell you what to do next.

If your prescription needs adjusting

If your glasses are correct but you have trouble adapting, or your prescription has changed, please contact us. We will do our best to help, but adjustments and replacement lenses may involve a charge.

Warranty

Frames carry the manufacturer's warranty: two years for prescription frames, and five years for Nano frames. The warranty covers manufacturing defects. It does not cover accidental damage, loss or normal wear. Contact us if you think your frame is covered.

Questions

Email kzdknss@gmail.com or call 604-765-0400, Monday to Friday, 9 am – 5 pm Pacific.