Frequently asked questions. At KODAK Lens Vision Centres,
we strive to provide the customer service you deserve.
To order contact lenses, please call our locations, submit your order request online, or visit us at our Kodak Lens Vision Centre location most conveinent for you. Our optometric assistants will help you order your contact lenses based on your contact lens prescription, doctor recommendation, and previous orders.
KODAK Lens Vision Centres will keep your eyeglasses clean and fitted properly at no charge. If the frame is discontinued, more than a year old, or not purchased from our store, cleanings and adjustments are at the patient’s own risk and our vision centre cannot be responsible for accidental breakage. Our careful and trained staff will try their best not to damage your glasses in any way.
If you have an eye injury or eye infection, please call and/or come see us as soon as possible. These are emergency cases, and all of our optometrist will make their schedule available to care for your needs. There will be some waiting time, but we assure you will be seen faster than going to the hospital.
Please let our optometric assistants know about your situation and when you will be arriving so that we can prepare for your visit. If symptoms worsen causing drastic impact to your vision and health and we are unavailable, please visit the Emergency Room at your local hospital.
1. Spray the lenses with lens cleaner
2. Wipe and remove lens cleaner with paper towel
3. Remove excess dirt and smudges with microfiber cleaning cloth
4. Make sure lenses are clean
5. Now you can wear your clean eyeglasses!
For eyeglasses repair and adjustments, please bring your eyeglasses to our office so that we can attempt to fix it for you. Our optometric assistants are skilled to fix and adjust the most common eyeglasses problems.
If you purchased your eyeglassses from us and your glasses break, please bring it to our office and we can determine if the frame is under warranty. If the frame is under warranty, we can order you a new part or frame for you. When the new part arrives, we can repair your eyeglasses on-site.
For patient’s old eyeglasses that were not purchased from us, please keep in mind our office policy:
For any repairs or adjustments on discontinued, more than a year old, or patient’s old eyeglasses that were not purchased at our office, KODAK Lens Vision Centre is not responsible for any breakage or damage during the attempt to fix or adjust your eyeglasses. Patient’s must understand that older eyeglasses have a higher chance of breakage because of wear and tear over time of the eyeglasses frame.
A sight test (online or offline) is performed by a technician using automated equipment or software guided by a computer program to determine a lens power for eyeglasses. The comprehensiveness and accuracy of these automated sight tests is limited. Sight tests may miss problems with the eye muscles and do not in any way assess the health of the eye. This may cause serious problems and diseases that do not blur a person’s vision at all or until the disease is more advanced. That is why it is important to always check the health of the eyes when determining a person’s lens power.
A comprehensive eye health exam performed by an optometrist looks at the entire eye and vision system and is an important part of preventative health care. Eye exams can detect an individual’s vision prescription, eye diseases and disorders such as glaucoma, cataracts or retinal degeneration, and other health problems such as diabetes, high blood pressure and brain tumours. Your optometrist will investigate whether a change in your prescription is caused by an underlying eye health or overall health problem. Sight tests do not.
Most glasses jobs take seven to ten business days for single vision prescriptions. The time it takes depends on lens and frame availability. We try to improve turnaround times by working with our KODAK Lens lab while ensuring accuracy and quality.
For progressives and bi-focals, eyeglasses are usually completed and verified in one to two weeks. These KODAK lenses are produced at our state of the art KODAK Lens facility in Carlsbad, California or Mississauga, Ontario to guarantee precision and quality.
All soft contact lens orders include a 1 year rip, loss and prescription change warranty when purchased with a valid contact lens prescription written by an Optometrist or Dispensing optician within the year. Contact lenses must not be expired. If a patient’s prescription changes within the year, unopened boxes may be returned and credit will be given toward the next 6 month or annual supply purchase of contact lenses when an updated prescription is provided by a licensed eye care professional.
Your prescription eyeglasses are custom made for you, so we want to make sure that you love them. If you’re not completely happy with your purchase within the first 30 days after invoice date, please let us know. We’ll do whatever it takes to make it right.*
*Applies to original purchase. Frame must be in resellable condition. Does not cover accidental damage, scratches, breakage or theft. All refunds require consultation with the on-site optometrist or optician and approval by an office manager. After 30 days of purchase date, a fee of $50 is applied for administrative costs to refund insurance claims and re-stock frame for progressive eyewear packages. After 30 days of purchase date, a fee of $30 is applied for administrative costs to refund insurance claims and re-stock frame for single vision eyewear packages. For exchanges and no refund, admin and re-stocking fee does not apply. No returns or refunds for frames and/or lenses that have been discounted, on promotion or on sale.
KODAK LENS PRESCRIPTION WARRANTY:
If you’re not happy with the vision in your glasses, we are happy to provide you with a one time change in spectacle lenses if the prescription was adjusted by our store (lab or Optometrist) or if you provide a change in prescription created by any Optometrist within 90 days of your original purchase.*
*Applies to original purchase. Does not cover accidental damage, scratches, breakage or theft. All refunds require consultation with the on-site optometrist or optician and approval by an office manager. If the customer decides to exchange to a less expensive lens product than the original purchase, refund for the difference will be given if the exchange is made within 15 days of invoice date. If the exchange was made 16-90 days after the original purchase, store credit is given. If the customer decides to exchange to a more expensive lens product than the original purchase, payment for the difference is required at time of the exchange.
Spectacle prescriptions are determined by the Optometrist to give the best possible vision for the patient’s needs as discussed during the eye examination. Prescriptions written by our Optometrists are warranted for 3 months and valid for spectacle production for 1 year. It is strongly recommended that corrective eyewear is purchased from a licensed eye care practitioner to avoid complications with vision.
When there is an issue with eyewear that was not purchased from our office, patients are to return to the place of purchase to resolve problems before seeing the doctor again. If eyewear was purchased online or overseas, a Partial Eye Exam fee will apply to see the Optometrist again.
New eyewear affects your vision and your perception of the world. We stand behind the work of our highly skilled Optometrists. However, we don’t always know how your glasses will feel in your every day life. This is especially true when there is a large Rx change or when adapting to progressive multi-focal lenses. If you have problems with a Rx prescribed by one of our Optometrists, you may book a no-charge Rx Re-Check appointment with that same Optometrist within 3 months of receiving the original prescription. If you did not purchase your spectacles from us, we recommend you also consult with the original dispensing location.*
*When there is an issue with eyewear that was not purchased from our office, patients are to return to the place of purchase to resolve problems before seeing their Optometrist again. If eyewear was purchased online or overseas, a Partial Eye Exam fee will apply to see the Optometrist again for trouble-shooting. NOTE: Our Optometrists use the highest standards of clinical methods to determine your Rx, which is the result of teamwork between you and the Optometrist. However, Rx can vary day to day, week to week, depending on your general and ocular health status, or your alertness/tiredness during the eye exam. We do not process refunds for any services already rendered by the optometrist or registered optician unless rendered under the eye care professional’s discretion.
Our No-Fault Warranty is available for an additional cost of $50 per pair on all Kodak frame and lens packages. The No-Fault warranty provides a 1 time lens(es) replacement in case of an accident or a breakage within 1 year (365 days from invoice date) of the original order. Lenses are replaced with the exact same lenses as the original purchase. Original lenses must be returned when fulfilling this warranty policy. The No-Fault Warranty also guarantees a 1 time re-purchase of the same frame within 1 year (365 days from invoice date) of the original order at a discount of 40% in the case of accident or breakage. Only if the frame you originally purchased is unavailable, you may select any other frame at a discount of 40%. This warranty must be purchased at the time of the original order to be valid. Does not cover any loss of frames or lenses. Some conditions apply, please ask in store for full details.
Yes! Refunds, returns or exchanges are only valid for complete eyewear purchases (frame and lenses). Your prescription eyeglasses are custom made for you, so we want to make sure that you love them. If you’re not completely happy with your purchase within the first 30 days after invoice date, please let us know. We’ll do whatever it takes to make it right.*
*Applies to original purchase. Frame must be in resellable condition. Does not cover accidental damage, scratches, breakage or theft. All refunds require consultation with the on-site optometrist or optician and approval by an office manager. After 30 days of purchase date, a fee of $50 is applied for administrative costs to refund insurance claims and re-stock frame for progressive eyewear packages. After 30 days of purchase date, A fee of $30 is applied for administrative costs to refund insurance claims and re-stock frame for single vision eyewear packages. No returns or refunds for lenses that have been discounted, on promotion or on sale.
Note: Spectacle lens orders have a 90 day guarantee. The patient may receive a ONE time change of spectacle lens if the prescription is adjusted by our store (lab or Optometrist) or if the patient provides a change in prescription created by an Optometrist.
Final Sales: No-Refunds or returns on all non-prescription sunglasses, final sale clearance frames, patient own frame (POF), pre-fabricated readers, nutraceuticals and ophthalmic frames (when only the frame is purchased without prescription lenses). We will make any repairs and adjustments if possible. Non-prescription sunglasses come with a 1-year manufacturer warranty for any manufacturer defects.
Yes! Frames that are not available in present in-store frame selection or inventory may be subjected to a $55 non-refundable deposit if the customer wishes for a special order to try on a new frame. Availability and delivery times for special frame orders may vary. The non-refundable deposit may be credited towards in-store eye care services, eyewear, contact lenses or other eye care products if the customer does not proceed with purchase of the special frame ordered. The deposit cannot be put towards a second special frame order as a separate deposit applies.
All optometrists and optometric assistants are knowledgeable in their work and capable of answering any of your questions. Please let us know if we need to elaborate on our answers to better explain.
Here are some topics that you can ask questions and discuss with your optometrist, optician or optometric assistant:
Your feedback is appreciated. Have some positive and constructive feedback? Please send us a message and let us know how we can help. If you wish to report a customer service issue or any other problem related to your experience at any of our locations, we would like to hear from you. We take our customers’ feedback serious, and work diligently to resolve any concerns immediately.
We stand behind all our products and services. For any reason that you are not satisfied with your purchase, we offer a no hassle refund, exchange or alternative solution. To learn more about our policy, please inquire at the time of purchase or visit our store policies.