Shipping & Returns

Please be aware that due to courier operational changes as a response to COVID-19, delays may be expected on your orders. Thank you in advance for your patience and understanding.

Tru-Lens: We fit your style

Shipping & Delivery

We offer three delivery methods to choose from:

Canada Post Xpress Post - $13.95

  • Quicker shipping by Canada Post Xpress Post, anywhere in Canada, for a rate of $13.95.
  • The reduced fee of $2.00 will be applied to orders of $98.00 or more when XPress Post is chosen.
  • For BC residents, XPress Post will NOT reduce delivery times as customers deliveries are shipped from Burnaby BC and typically only take 1-3 business days with Canada post Expedited.

Canada Post Expedited - $11.95

  • Orders are delivered by Canada Post, anywhere in Canada, for a flat rate of $11.95.
  • Free shipping is automatically applied to all orders over $98.00.
  • Delivery time typically is between 3-6 business days. (Some parts of Quebec, Maritime Provinces, remote or isolated communities may take longer for delivery).

FedEx - $13.95

  • Shipping by FedEx across Canada where FedEx delivers for a rate of $13.95.
  • Reduced rate fee of $2.00 will be applied to orders of $98.00 or more when FedEx is chosen.
  • For BC residents, FedEx will NOT reduce delivery times as customers deliveries are shipped from Burnaby BC and typically only take 1-3 business days with Canada post Expedited.
  • FedEx does not deliver to P.O Box and some specific area.
  • FedEx will not be able to gain access to apartment building without a buzzer code if required.

Payment

We have made purchasing your contact lenses easier by offering the following payment methods:

payment-01 payment-02 payment-03 payment-04 payment-05

 

New to PayPal? Don't fret. PayPal purchases can be made by credit card without the fuss of creating a PayPal account.

Order Confirmation

Once you’ve completed your order, we’ll send you an order confirmation email. If you don’t receive this within an hour or so, or if you notice any issues with your order, contact our Customer Support team as soon as possible.

Shipping Confirmation

Once we’ve shipped your contact lenses, we’ll send you a shipment confirmation email. This will include a tracking number and Order ID, so you can check on your order’s status.

Be sure to add info@tru-lens.com to your email safe list, so that you never miss an alert.

Returns Policy

Our Returns Policy is Simple.

You can return/exchange your unopened contact lens boxes within 30 days of your purchase date.

Please ensure that your contact lens boxes are unopened – which means, the product boxes (not the cardboard box that contains your order) themselves must be unmarked, unopened and undamaged.

If you are eligible for a return/exchange, please note the following:

  • For returns, we will refund you the amount you paid. Shipping fee is non-refundable.
  • For exchanges, we will charge a shipping fee to send the new products that you would like to exchange for.

When you are ready to start a return/exchange process, please fill out our simple inquiry form and our customer support team will get to it as soon as they can.

Customers are responsible for all return/exchange shipping costs.

What if I received defective products?

Please accept our sincerest apologies if you received defective products! We try our very best to ensure all orders are fulfilled properly and keep our product quality high, but sometimes, unfortunate mistakes do happen.

We definitely want to make things right for you– please fill out our inquiry form and we’ll start a replacement process right away. Please do not dispose of your defective lenses as we will require images of the lenses (with the product box showing the barcode) to be able to send a return label to collect them. If you are eligible for a replacement, we will send the product to you, free of charge.

We do not provide refunds for defective products.

What if my order was sent back to your company?

Sometimes, the courier may have attempted to deliver your lenses at a time you were away, or they could not find your address due to an input error at the time of purchase.

We can definitely send your lenses to you again – please fill out our inquiry form, so our customer support team can start a resend process. Please note there will be a resending fee for your order.

A 10% restocking fee will be applied to cancellations on orders returned by couriers.

 

Got questions not covered in our FAQs? Email us: info@tru-lens.com.
We’re open Monday-Friday from 9am-5:00pm (PST). *Closed weekends and some holidays.