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Frequently Asked Questions


  1. General
  2. Contact Lenses
  3. Frames and Lenses
  4. Order Process
  5. Returns and Exchanges
  6. Shipping
  7. My Account
  8. Pricing
  9. Warranty


General
Q.     How can I visit your clinic?
  1. We have over 175 clinics across the country. Visit www.fyidoctors.com to find the location nearest you, along with their address, store hours and contact information.

Q.     How do I read my prescription?
  1. After an eye exam, your optometrist will give you a prescription that includes a series of numbers and abbreviations. That code lets your eyeglass manufacturer know if you're nearsighted or farsighted and if you have an astigmatism or presbyopia. The measurements taken in an eye exam are documented as:

    OD: Right eye parameters

    OS: Left eye parameters

    SPH: Sphere is the amount of lens power prescribed for nearsightedness or farsightedness

    CYL & AXIS: Cylinder and axis together are required to correct astigmatism

    ADD: Magnifying power required for reading, progressive, and bifocal lenses

    PD: Pupillary distance used to centre the lenses over your eyes

Q.     How do I know if my prescription is still valid?
  1. Your prescription expires 1 to 2 years from the date of your exam. This date is set by your eye care professional. To update your prescription, we recommend that you book a follow up eye exam.

Q.     Do I need a prescription to place an order?
  1. Yes. We require a valid prescription for every order because we are required by law to verify your prescription with your doctor. This helps to ensure you receive the correct vision correction measurements on your lenses.

Q.     How do I order lenses if I do not have a copy of my prescription?
  1. If you are a patient of FYidoctors and have previously placed an order or registered through our clinics with one of our staff members, your prescription will automatically appear on the prescription verification page.

    If you are not a patient of FYidoctors, you can provide us with your clinic and optometrist’s name, address and phone number, and we will make two attempts to contact your optometrist over the course of three business days following your order placement. If we are unable to successfully validate your prescription, you will be notified via email that your order has been cancelled.

Q.     How long does it take to validate my prescription when shopping online?
  1. On average, it will take approximately 3 to 5 business days to validate your prescription and we will make every effort to verify your prescription as quickly as possible. If you are not a patient of FYidoctors, we will make two attempts to contact your optometrist over the course of three business days following your order placement. If we are unable to validate your prescription, you will be notified via email that your order has been cancelled.

Q.     Can I upload my prescription?
  1. Yes. You can upload your prescription one of two ways. Once you have completed your purchase you will be given the option to upload a picture of your prescription. Alternatively, you can log into your profile and upload it there.

Q.     What if my prescription is outside of your range?
  1. If your prescription is outside of the index range we offer online, we can still help! FYidoctors strives to provide the highest quality of vision correction, and therefore we only service higher prescriptions in clinic. Please visit www.fyidoctors.com to find a FYidoctors clinic near you.

Q.     Do you offer lenses with Prism correction?
  1. If your prescription requires prism correction, we can still help. FYidoctors strives to provide the highest quality of vision correction, and therefore we only service prescriptions with Prism correction in clinic. Please visit www.fyidoctors.com to find a FYidoctors clinic near you.

Contact Lenses
Q.     Can I use my glasses prescription to order contact lenses?
  1. No. Contact prescriptions and eyeglasses prescriptions differ and using them interchangeably will result in problems with your glasses. Make sure you have the correct prescription before entering it.
Frames and Lenses
Q.    How can I try out a frame?
  1. You can try a frame on virtually by uploading a picture of yourself using our Virtual Try-On tool. Since all frames are not yet available on this tool, we offer customers a 30-day guarantee. If you purchase a pair of glasses and are not completely satisfied, simply return them to us within 30 days of purchase for a full refund (minus shipping costs).
Q.    Can I buy frames without prescription lenses?
  1. Yes. Once you add your selected frame to your shopping cart, select the clear lens option. Glasses will be shipped with the manufacturer’s stock non-prescription lenses. Non-prescription sunglasses will be shipped with the displayed tint colour.
Q.    Can I buy lenses without frames?
  1. No. We are unable to sell lenses independent of their frame.
Q.    What lenses are included with my purchase?
  1. Your frames come with standard lenses, which provide 100% UV and scratch protection. You can upgrade your lens material, index, and coating to lighten the weight and provide different types of reflection protection.
Q.    Do you sell progressive or bifocal lenses?
  1. Yes. We also offer progressive and multifocal (bifocals with no lines on the lenses) in the same high quality as our standard lenses.
Q.    Which tints do you offer?
  1. We offer grey and brown. Grey is a neutral tint that reduces brightness without affecting colour perception. It is perfect for clear, sunny days. Brown is a soft tint designed to reduce eye strain in hazy and overcast conditions. It decreases brightness and allows colours to pop.
Q.    Which lens coatings do you offer?
  1. We offer iGuard, Hi-Def, and Hi-Def Blue lens coatings. Our iGuard coating is included on standard lenses. It offers the highest scratch resistance available, providing a hard surface to keep your glasses scratch-free. FYidoctors’ Hi-Def anti-reflective coating improves both your vision and the appearance of your glasses by reducing glare. It also improves night driving vision and comfort during outdoor use. We strongly recommend a Hi-Def anti-reflective coating for all glasses. Hi-Def Blue provides all the benefits of Hi-Def, but also reduces glare and eye fatigue caused by blue light from digital devices, such as TVs, computers, or tablet screens.
Q.    Can I use my contact lens prescription to order glasses?
  1. No. Contact lens and eyeglasses prescriptions differ and using them interchangeably will result in problems with your glasses. Make sure you have the correct prescription before entering it.
Q.    What is a PD value?
  1. Your PD or pupillary distance is the distance in millimetres between the centre of each pupil. This measurement allows us to accurately manufacture your glasses, ensuring the optical centres align with where you are looking through your new lenses. Sometimes this measurement is included in your prescription. If your prescription has two PD measurements (one for the right eye and one for the left), add the numbers together to enter them in your prescription order.
Q.    How do I measure my PD?
  1. If your doctor did not include this measurement with your prescription, you can visit one of our clinics and a staff member can measure your PD for you or you can measure it yourself. To measure it yourself, stand approximately an arm’s-length away from a mirror with a ruler. The ruler must be able to measure the distance between your pupils in millimeters (mm). Looking straight ahead, measure the distance between the centre of one pupil and the centre of the other, in mm. The average PD is 63 mm, but varies by individual.
Q.    Why can't I find my PD on my prescription?
  1. There are two reasons why a PD may not appear on your prescription. The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eyecare professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

    The second is that your PD was simply not written on your prescription. If this is the case, you can either contact your eyecare practitioner and ask them for your glasses PD or you can measure it yourself. To measure it yourself, stand approximately an arm’s-length away from a mirror with a ruler. The ruler must be able to measure the distance between your pupils in millimeters (mm). Looking straight ahead, measure the distance between the centre of one pupil and the centre of the other, in mm. The average PD is 63 mm, but varies by individual.
Q.    How do I clean my lenses?
  1. The best way to clean your lenses is to simply rinse them with lukewarm water and a mild dish soap. Dry them with a soft cloth. For day-to-day cleaning of light smudges, a few swipes of a microfibre cloth included in your case should do the trick. Be careful to avoid using hot water on your lenses (especially if they are high-index lenses), as they can develop bubbles or cracks when exposed to high heat.
Q.    What is the difference between single-vision and progressive lenses?
  1. Single-vision lenses offer correction throughout the entire lens (usually for distance or reading purposes). Progressive lenses offer multiple focal corrections in one lens, providing a seamless transition from distance correction on top to reading correction on the bottom. This means you can see your whole field of vision without switching between multiple pairs of glasses.
Q.    How do I know if my frame fits?
  1. The easiest way to tell if your frames fit is if they feel comfortable when you wear them. Otherwise, good rules of thumb for fit check are that:

    • Your pupils should sit near the centre of the lens
    • Lenses shouldn’t extend past the side of your face
    • Eyebrows should not be inside the glasses
    • When you smile, your cheeks shouldn’t push up the frames
    • Frames shouldn’t slide down your nose
Q.    What can you do if my frame doesn’t fit?
  1. If you find a frame you love but it doesn’t fit quite right, we can adjust them at any of our 175+ locations across Canada. Problems we can help you with include:

    • If the frames are too tight or loose behind your ears
    • The temples are too long or too short
    • The temples are too tight or loose at the side of your face
    • The frames are crooked or slide down your face
Q.    How can I have my glasses adjusted if I ordered online?
  1. We offer free frame adjustments on all online orders. Simply visit any one of our 175+ locations across Canada. Visit www.fyidoctors.com to find a FYidoctors location near you.
Q.    What are frame measurements?
  1. Knowing the right measurement for your frames is important when shopping for glasses online. Frame measurements refer to the lens width, bridge width, and temple arm length of your frames. The nose bridge refers to the slope of the nose between the eyes.
Q.    Where can I find my frame’s measurements?
  1. All of our frames (and most glasses from other brands) have a few numbers printed on the inside of the temple arm. These refer to the lens width, bridge width, and temple arm length of your frames. On each product page, the frame measurements are listed as three numbers under MEASUREMENTS. We recommend comparing the measurements of your current glasses to the frame measurements on our website; this will give you an idea for how a pair will fit you.
Q.    Can I measure my frames myself?
  1. If the measurements on your glasses have worn off, you can always try measuring by hand. Just remember, when measuring frame width, you need to measure from temple screw to temple screw. For temple length, you need to measure from the temple screw to the temple tip.
Order Process
Q.    I placed my order, did not receive an email confirmation. What should I do?
  1. You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    Can I cancel my order?
  1. No. We are unable to cancel orders once the prescription has been validated. We have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, you may contact our customer service team for a refund. You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    Can I change my order?
  1. If you have any questions regarding changes to your order, you can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. Remember, we have a 100% satisfaction guarantee, so if you're not satisfied with your product once you receive it, we can assist in processing a refund. For full details of our return policy, please visit our Return Policy. located on the home page in the bottom footer.
Q.    How long do I have to wait before receiving my order?
  1. Our goal is to have your order delivered within 7 to 14 business days (remote locations may take longer).

    We ship via Canada Post to ensure your order is delivered safely and directly to you. If your parcel is too large for a standard mailbox and no one can receive the parcel in person, Canada Post will leave a delivery notice card with details on how to collect your order at your local post office.
Q.    How do I order for my family?
  1. We are currently working on the ability to order for multiple family members – stay tuned!
Q.    Do you sell prescription safety glasses?
  1. Yes, however they can only be purchased in store at one of our 175+ clinics. Visit www.fyidoctors.com to find a FYidoctors location near you. If the location nearest you does not have them in stock, we are able to special order them in for you to pick-up in store.
Returns and Exchanges
Q.    What is your return policy?
  1. We offer a 30-day satisfaction guarantee, which gives you a full refund (minus shipping charges). Returns are accepted either at a FYidoctors location or by contacting our customer service team at customerservice@fyidoctors.com or 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    Where can I return my order?
  1. Returns can be made at any one of our 175+ clinics or by emailing our customer service team at customerservice@fyidoctors.com or calling them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    I lost my order tracking number. What should I do?
  1. We can help! You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    Can I check on the status of my return?
  1. Yes. You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015 to find out more details about the status of your return.
Q.    My glasses arrived damaged. What do I do?
  1. We can help! You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.    Do I get money back or a credit for a return?
  1. Refunds will be processed in the same form of payment originally used for the purchase once the return shipment is received. Merchandise received without a receipt will be refunded in the same payment form at the current selling price. Boxes must be unopened and undamaged (unless they were received damaged). Contact lenses can also be returned up to 1-year after purchase if the original boxes are unopened and undamaged and its expiration date is still valid for more than 1-year from date of return.

    Returns are accepted either at any FYidoctors location or by contacting our Customer Service team. All returns will use the original method of payment for the issuing of the refund.
Shipping
Q.     What is your shipping policy?
  1. All orders can be shipped directly to an FYidoctors clinic for pick-up at no charge to the customer. All other orders are subject to a standard shipping charge of $6.95 plus applicable taxes within Canada. Our goal is to have your order delivered within 7 to 14 business days (remote locations may take longer).

    We ship via Canada Post to ensure your order is delivered safely and directly to you. If your parcel is too large for a standard mailbox and no one can receive the parcel in person, Canada Post will leave a delivery notice card with details on how to collect your order at your local post office.
Q.     What other shipping methods do you offer?
  1. We ship via Canada Post to ensure your order is delivered safely and directly to you. If your parcel is too large for a standard mailbox and no one can receive the parcel in person, Canada Post will leave a delivery notice card with details on how to collect your order at your local post office.
Q.     Can I get my order shipped to an FYidoctors location?
  1. Yes. During the check-out process you will have the option to pick up your order at a FYidoctors location near you. There is no cost to ship to and pickup from an FYidoctors clinic.
Q.     How do I track my order?
  1. When your order ships, you will be sent an email confirmation which includes a tracking number and instructions on how to track your order online. Your order will remain trackable within 30 days of the ship date. You can always log into My Account at any time to get up-to-date order and shipment information.
Q.     How much does shipping cost?
  1. A flat rate shipping fee of $6.95 will be applied to every order.
Q.     Where do you ship to?
  1. We currently ship to all addresses in Canada. However, in Ontario an order for prescription glasses can only be shipped to an FYidoctors location and cannot be shipped directly to a customer. If a customer is using an Ontario shipping address for ordering prescription glasses and contact lenses, the entire order must be shipped/picked up from a FYidoctors location. Alternatively, a customer must place two individual orders, one for contacts lenses and one for their prescription glasses. Contact lenses can be shipped directly to their home or address of their choice, and their prescription glasses must be shipped to an FYidoctors location.
Q.     How long does it take my order to ship?
  1. Our goal is to have your order delivered within 7 to 14 business days from the time you place your order (remote locations may take longer). We ship via Canada Post to ensure your order is delivered safely and directly to you. If your parcel is too large for a standard mailbox and no one can receive the parcel in person, Canada Post will leave a delivery notice card with details on how to collect your order at your local post office. Please note that if you order glasses and contact lenses in the same order, you will receive two separate packages. Both packages will have individual tracking numbers. You will only be charged for shipping once.
Q.     Why did I receive more than one order confirmation and shipping notification?
  1. You will receive an initial email confirmation informing you that your order has been submitted. This will note the amount of your order, any shipping, promotions and applicable taxes, as well as the total amount charged to your credit card. You will receive another email confirmation when your order is being processed and during that time your order could be divided into two shipments. We do this, so you can get your items faster!
Q.     I made a mistake when entering in my shipping information. Can you change it for me?
  1. Yes, we can help! You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of our customer care representatives will be more than happy to assist you.
Q.     I forgot to add an item to my order. Can you add it for me?
  1. We are unable to add items to orders after they have been completed. However, you can simply place another order with your missing item.
My Account
Q.    How do I print my receipt?
  1. Log into your My Account. Click on My Orders. Select the order. Right click on your mouse and select Print. You'll see your receipt formatted for printing.
Q.    I forgot my password. How do I reset it?
  1. If you've forgotten your password, you can use the ‘Forgot Your Password’ form to reset your login. If you simply want to change your password from within your account, select "Personal Profile" and then "Change Password."
Q.    How do I add a family member to my account?
  1. We are currently working on the ability to order for multiple family members – stay tuned!
Q.    I am experiencing problems with the website. How can I get help?
  1. Please try re-starting your browser. If this does not resolve your problem, call the Customer Service team and be prepared with the following information: your operating system (i.e. Windows 7, etc.) and browser type (i.e. Google Chrome).

    For enhanced performance, we recommend using Google Chrome or Firefox.
Pricing
Q.    Can you bill directly to my insurance provider?
  1. No. This functionality is not currently available on-line but is coming soon!
Q.    How do I use a promo code?
  1. Enter a promo code in the “Coupon Code” box in the Shopping Cart just before you proceed to the Checkout.
Q.    Can I use more than one promo code at a time?
  1. Only one promo code can be used per order.
Q.    Do I have to pay taxes?
  1. In North America, prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will incur the usual rate of tax for your region.
Q.    What methods of payment are accepted?
  1. Online, you can pay using Visa, Mastercard, or American Express. In our stores, we also accept Interac.
Q.    Why can't I use my gift certificate to pay for an order?
  1. The ability to pay for your order with a gift certificate/card is coming soon – stay tuned!
Warranty
Q.    What is your return policy?
  1. Returns on frames and lenses: We offer a 30-day satisfaction guarantee, which means if you’re not satisfied you will receive a full refund (minus shipping charges). Returns are accepted either at a FYidoctors location or by contacting our customer service team. You can either e-mail our customer service team at customerservice@fyidoctors.com or call them at 1-877-362-2015. One of customer care representatives will be more than happy to assist you.
Q.    What are your warranty policies?
  1. Warranty on lenses: We offer a 1-year scratch warranty that covers any defects in materials or workmanship and Anti-Reflective warranty on lifting, peeling, orange peel effect, etc. We offer a one-time no charge replacement within 1 year of original shipment date. Warranty on frames: We offer a 1-year warranty on any manufacturer defect, which includes breakage at solder points due to improper solder by manufacturer, corrosion, pitting, or discolouration of finish. We will replace the frame with the same product or with a frame of an equal or lesser value if the original model is out of stock.
Q.    What is not covered by warranty?
  1. Our warranty does not cover negligent damage or abuse inflicted on frame and lenses. Nor does it cover normal wear, tear, or breakage.