FAQ
COVID-19
UPDATE

Absolutely! Lenscrafters or Broadview Eyecare will keep your eyeglasses clean and fitted properly at no charge for eyewear purchased. If the frame is discontinued, more than a year old, or not purchased from Lenscrafters or Broadview Eyecare, cleanings and adjustments are at the patient’s own risk and our clinic 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.

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.

Soft Contact Lenses (Daily, Monthly and Two Week Disposable)

We know you have a lot of options for buying your contact lenses, so why choose us?

• Ripped a lens? Lost a lens? No problem. Within 1 year of your contact lens invoice, we are happy to provide you with individual replacement lenses at no charge.
• Prescription changed? No problem. Bring us an updated prescription written by a licensed eye care professional and we will take back any unopened boxes you have left from your original purchase as long as they are not expired. This return becomes store credit that you can use toward your next contact lens purchase.
• Found a better price elsewhere? We think our pricing is very competitive, especially with the many exclusive rebates available. However, if you find a better price from another Canadian retailer we are happy to match it. Please note that the price matched will be the net final checkout price including shipping and/or handling fees after any rebates are applied. This pricing must be confirmed and/or replicated by one of our eyecare professionals in the clinic prior to processing.
• Ordering has never been easier with our Contact Lens Ordering Portal. Rest assured that you are getting exactly what was prescribed to you when you order online with us.

As authorized partners with Acuvue, Alcon, Bausch + Lomb and CooperVision, contact lenses are delivered to you exactly as they came to us from the manufacturer. For that reason, we only accept returns of contact lenses where the product box is entirely unopened, even if there are smaller boxes inside. Expired contact lenses are not eligible for return.

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.

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 resallable 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.

Dear Patient and Customers,

In light of the recent update to public health measures (June 11 2022) in Ontario, we wanted to communicate our updated COVID-19 prevention policy with you, our valued patients and customers.

Due to the close interaction our team, opticians and optometrists (eye doctors) have with our patients and customers, we will continue to wear masks in an effort to keep everyone safe. We highly recommend our patients and customers wear a mask in the clinic, however, Kodak Lens Vision Centres will respect your wishes should you choose to not wear a mask. Interactions may be modified to ensure your needs are met, while we continue to deliver optimal care.

Our primary concern is upholding a safe and healthy space for everyone in our clinics. We ask for your patience and kindness as we move through these transitions together. We ask that feedback be provided constructively and professionally. Our leadership team can be reached at anytime.

Thank you for your continued support!