Frequently Asked Questions

We, at Vision Direct Canada, are here to help you answer all your questions and concerns about ordering contact lenses online. Our comprehensive FAQs cover everything you need, from our order process to shipping and shipping to resources on eye health. If you still have any unanswered quetions, we welcome you to contact our friendly customer service team from 01:00 to 19:00 CST by phone at 1 800 982 1621, by email at info@visiondirect.ca, or via our online chat.

Ordering From Vision Direct Canada

  • Do I need my prescription to order contact lenses from Vision Direct?

    No, you don't need your prescription to order your contact lenses online from VisionDirect.ca. You simply need to be confident that the prescription details that you have are updated and accurate. Find out more about your prescription from our guide to understanding your prescription.

  • What payment methods can I use?

    We accept all major Canadian credit and debit: MasterCard, Visa, and Visa Debit. PayPal is also accepted.

  • Are credit/ debit card payments on Vision Direct safe?

    Yes, paying by card on VisionDirect.ca is completely secure. We use advanced and updated payment security technology. When you pay online, no one at Vision Direct will be able to see your card's full details - only the last four digits of your card number. If in doubt, you can verify that the transaction is secure by ensuring the URL begins with https:// .

  • Can I order contact lenses for 1 eye only?

    Yes. If you are looking to order contact lenses for only one eye, simply un-tick the left or right prescription box and proceed with your order.

    Product Page - Showing Tick Boxes for Left & Right Eye

  • How do I order if I wear a different brand of contact lenses in each eye?

    Ordering different contact lens brands for each eye is easy! Simply un-tick the left or right prescription box on the product page and add to basket. Do the same for your second product.

  • What values should I enter in the prescription information fields?

    On the product page for your chosen contact lenses, you will be prompted to enter your prescription details, as stated on the prescription you received from your optician.

    From top to bottom (on the product page), the different specifications mean:
    Base Curve (BC): The curvature of the lens which is the radius at the back of the lens, normally with values between 8.3 mm and 9.0 mm.
    Diameter (D): The diameter of a contact lens, measured in millimeters, and displayed as a value between 13.x and 15.x, although normally a 14.x number.
    Power (PWR/SPH): Also known as ‘sphere’ or ‘strength, Power is measured in diopetres and is found in negative (-) and positive (+) values. Negative values correct nearsighted vision, while positive values correct farsighted vision. If you are opting for non-prescription contact lenses, choose a power value of 0.00, plano, or the ∞ symbol (i.e. with colored contact lenses).
    If you have astigmatism the following values will also be required:
    Cylinder (CYL): A negative (-) number that increases in a scale of 0.25 dioptres, ranging between -0.25 to -2.75.
    Axis (AX): A number between 0 and 180 that specifies the direction needed to correct your astigmatism.
    If you wear multifocal contact lenses, the following values will also be required:
    Addition (ADD): A positive (+) number between 0.50 and 3.00, or referred to as high, medium or low. This is an additional power that determines the level of correction needed for you to focus on near objects.
    Dominant (D): A choice of "D" or "N" to determine whether the eye is the dominant and non-dominant one.
    Please note: If only one option is given for any field, the lenses are only available with that option.
  • How do I use a promotional code?

    If you have a promotional or discount code, please enter this on the basket page before checkout. Please note, if you have ordered from Vision Direct before and are trying to use the discount code for new customers, that a discount may show in your basket; however, it will be removed once you log in to your account.

    Basket Page Showing Where to Enter Promotional Code

  • How do I cancel or change my order?

    If you need to cancel or change your order after it the payment has been processed, please contact our UK-based customer service team on 1 800 982 1621 or by email at help@visiondirect.ca. Please be aware that orders are packed and dispatched very quickly, so we advise you to contact us as soon as possible to avoid disappointment.

Shipping & Delivery

  • What shipping methods are available?

    Shipping Method Delivery Time Price
    DHL Orders will arrive in up to 3 days after dispatch between Monday and Saturday. FREE - Orders over $99
    $9.95 - Orders of $99 or less

    As we do not split orders, orders will be shipped once the whole order, with all products, are ready to be dispatched. Once shipped, you will receive a tracking number by email.

  • Does Vision Direct ship to other countries?

    We ship to most international destinations, please see the table below for further details. For all international shipments, please place your order on VisionDirect.co.uk

    Countries Shipping Methods Price
    USA Royal Mail International Tracked £4.98 – Orders over £49 £7.98 – Orders of £49 or less
    Ireland Fastway (Tracked & signed for service) £4.98 - Orders over £49 £7.98 - Orders of £49 or less
    EU DHL Express (Tracked & signed for service) £4.98 - Orders over £49 £7.98 - Orders of £49 or less
    Rest of the world DHL Express (Tracked & signed for service) £9.98 - Orders over £49 £12.98 - Orders of £49 or less

    DHL Express and Fastway are fully tracked and signed for services.

  • When will my order be dispatched?

    We stock over 90% of all standard daily, weekly, and monthly lenses as well as 99% of solutions and eye care products and aim to dispatch all stocked items on the same day if ordered before 11:00AM CST.

    Dispatch times for Toric, Multifocal, and some high prescription contact lenses are stated on the product pages at the time of ordering. Most non-stocked lenses are dispatched within 2 -5 working days.

  • My order has been shipped but hasn't arrived yet, where is it?

    Please allow 5 days for shipping from the dispatch date. All orders include a tracking number so that you can trace your order after dispatch. You can find this information in the email you received upon shipping or via your Vision Direct account (Orders > Status > Track Order). If you have not yet received your order beyond the expected timeframe, please contact us by phone at 1 800 982 1621, by email at help@visiondirect.ca, or via our online chat.

  • How do I track my order?

    You can track your order by clicking the "Track Order" link in your email or by visiting Your Account, under recent orders on the first page, you should see a link to "Track Order" in the status column.

    How to track your order

Returns & Refunds

  • I've received the wrong order

    In the unlikely event that you receive the wrong items, please let us know as soon as possible and we will send you the correct items to you immediately.

    We ask that you return the incorrect order to the following address (UK customers only):

    Vision Direct Ltd
    Unit 2 Hudson Court
    Great North Way
    York Business Park
    Nether Poppleton
    YORK
    YO26 6RB

  • My order was damaged in transit. What should I do?

    If your order was damaged during shipping, please call us on 1 800 982 1621 or email us at info@visiondirect.ca. A damaged or broken outer box will not affect your contact lenses. If the individual casing protecting your lenses is not damaged or open, they will be perfectly safe to use.

  • Can I return my contact lenses if my prescription has changed?

    Yes. If your prescription has changed and your contact lenses were purchased in the last 6 months you can return any unopened, undamaged and unmarked boxes of contact lenses. Just let us know and we will then send you the same lenses with your new prescription or otherwise issue a refund.

    Please send all returns to the following address:

    Vision Direct Ltd
    Unit 2 Hudson Court
    Great North Way
    York Business Park
    Nether Poppleton
    YORK
    YO26 6RB


  • I think my order contains damaged contact lenses

    If you experience a split or damaged contact lens, please contact our customer service team on 1 800 982 1621 or email us at help@visiondirect.ca. Although we cannot always replace damaged lenses, we can offer you store credit to cover the cost of the affected lenses.

    If possible, please do not discard your damaged contact lens until you have spoken to customer service. They will require both the lens and the LOT number of the defective lens to report the fault direct to the manufacturer. You may also be required to send the lens for inspection.

  • How long will it take for my refund to be credited to my bank or paypal account?

    All refunds should appear in your bank account within 7 working days from the date they were processed. Please be aware that refunds will not be processed until the returned items have been received at our warehouse.

  • My contact lens has split. What should I do?

    If you accidentally split your contact lens, simply call our customers service team on 1 800 982 1621 or email us at help@visiondirect.ca, and we will arrange a replacement or give you store credit to cover the cost of the lens in question. However if you are finding this happens regularly, we recommend that you arrange an appointment with your optician as you may not be inserting or removing your lenses correctly.

Contact Lens Questions

  • Can I try different contact lenses?

    Yes, you can try different contact lenses. However, it is always best to speak to your optician before trying different or new contact lenses. Remember that not all contact lenses will suit your vision and eye conditions.

  • How long can I wear my contact lenses?

    After completing your eye exam and receiving your contact lens prescription from your optician, you should be informed of the wearing pattern compatible with your lenses and your eyes, as recommended by your doctor. The most common type of contact lenses are those that can be worn safely during the day and left stored overnight over a period of two weeks or one month. Extended wear contact lenses are also available. These lenses are designed to be worn continuously for a certain period of time. However, we recommend that you consult your optician before wearing extended wear contact lenses.

  • Are dry eyes normal for contact lens wearers?

    It is not uncommon for contact lens wearers to experience the symptoms of dry eyes. Your surrounding environment (air conditioning and heating), your sitting position, and the amount of water you consume all have a significant impact on your eyes. For example, Focus Dailies All Day Comfort lenses should not be worn for more than 8 hours a day. However, Acuvue Trueye can be worn for up to 16 hours a day as they are made from silicone hydrogel which allows more oxygen to reach the eye. You can also use eye drops to rewet or moisturize your eyes or you can talk to your optician about changing your lenses to suit your lifestyle.

  • Can I sleep in my contact lenses?

    Extended wear contact lenses are designed to be safe for wear while sleeping. However, we recommend that you consult your optician to discuss the options most suitable for your eyes.

  • What solution should I use to clean and care for my contact lenses?

    Multi-Purpose Solutions are suitable for use with most soft contact lenses. Our customer service team can advise you on the best solution for your contact lenses. You can contact them by phone on 1 800 982 1621 or by email help@visiondirect.ca.

  • How often should I replace my contact lens case?

    You should replace your contact lens case every three months at least to stop the build-up of dirt and debris from transferring to your lenses.

  • What are "torics" or contact lenses for "astigmatism"?

    Contact lenses containing the word "Toric" or "Astigmatism" e.g. 1-Day Acuvue Moist for Astigmatism or PureVision Toric are designed for people astigmatism vision conditions. Astigmatism is a refractive error that occurs when the curvature of the lens is irregular causing vision to become blurred and out of focus.

  • Do I need to purchase my contact lenses from the optician that prescribed them to me?

    No, you do not need to purchase your lenses from the optician that prescribed them. You can purchase your contact lenses from any optician or online contact lens retailer.

  • Why have I been prescribed these contact lenses?

    When you attended a contact lens fitting with your optician, they would have determined the contact lenses that best fit your eyes and lifestyle. It is very important to tell your optician what you wish to wear your lenses for, how many days a week, and for how many hours a day.

  • What are silicone hydrogel contact lenses?

    Silicone hydrogel contact lenses are the latest lenses available on the market, designed for extensive wear and optimal comfort. They allow up to five times more oxygen to reach your eyes than traditional soft hydrogel lenses, making them an excellent choice for those who like to wear contact lenses for long hours and those who tend to experience dry eye symptoms.

  • Should I put make-up on before or after inserting my contact lenses?

    You should always insert your contact lenses before applying make-up to avoid getting any debris or chemicals from the make-up onto the lens, which can cause discomfort in the eye. Then, at the end of the day, take out your lenses before removing your make-up.

  • Is my contact lens inside out?

    When inserting your contact lens, you can tell whether the lens is inside out by examining the shape of the lens on your finger. If the lens looks like a small bowl or "U", then it is in the right position. If the edges curve outwards, making the exterior look sharp and pointed, then it is inverted or inside out.

  • Can contact lenses block UV light?

    Yes, some contact lenses can help to filter out damaging UVA and UVB light.

    Acuvue is the only brand with a full range of contact lenses that feature UV blocking technology.

    Other UV-blocking lenses include: Avaira, Avaira Toric, Biomedics 55 Evolution, Biomedics Toric, and everclear 1 DAY.

    Consult your optician if you are not sure whether your lenses include UV blocking technology.

  • Can I lose a contact lens at the back of my eye?

    No, it is impossible to lose a contact lens in the back of your eye. Rest assured that your eye structure and anatomy simply can never allow for that to happen. Sometimes, a lens may become stuck under the eyelid. To remove it, look in the direction of the lens and gently rub the eyelid. We recommend you consult your optician if you are facing difficulties with this.

  • Are lenses for left and right eye specific for those eyes?

    Yes, if you have different prescriptions in each eye. If you have the same prescription in both eyes, it doesn't matter which lens goes in which eye.

Prescription Queries

  • Where can I find my contact lens prescription?

    Your contact lens prescription or lens specifications are printed on the end or side of your contact lens box and labelled on the top of the blister packs that contain your lenses. Your optician will also hold a copy of your written prescription.

  • What details should my prescription include?

    All contact lens prescriptions include a least three values: base curve, diameter, and power. However, toric and multifocal prescriptions will have additional values, usually no more than four.

    The specifications you can expect to see are as follows:
    Base Curve (BC): The curvature of the lens which is the radius at the back of the lens, normally with values between 8.3 mm and 9.0 mm.
    Diameter (D): The diameter of a contact lens, measured in millimeters, and displayed as a value between 13.x and 15.x, although normally a 14.x number.
    Power (PWR/SPH): Also known as ‘sphere’ or ‘strength, Power is measured in diopetres and is found in negative (-) and positive (+) values. Negative values correct nearsighted vision, while positive values correct farsighted vision. If you are opting for non-prescription contact lenses, choose a power value of 0.00, plano, or the ∞ symbol (i.e. with colored contact lenses).
    If you have astigmatism the following values will also be required:
    Cylinder (CYL): A negative (-) number that increases in a scale of 0.25 dioptres, ranging between -0.25 to -2.75.
    Axis (AX): A number between 0 and 180 that specifies the direction needed to correct your astigmatism.
    If you wear multifocal contact lenses the following values will also be required:
    Addition (ADD): A positive (+) number between 0.50 and 3.00, or referred to as high, medium or low. This is an additional power that determines the level of correction needed for you to focus on near objects.
    Dominant (D): A choice of "D" or "N" to determine whether the eye is the dominant and non-dominant one.
  • Can I change my lens type from those specified on my prescription?

    We would advise that you speak to your optician about changing the type of lenses you wear.

  • How often should I have my eyes tested?

    It is recommended that everyone attends an eye exam at least once every two years. Contact lens wearers need additional check-ups to ensure their prescription and vision conditions haven't change; this is usually every 12 to 24 months depending on the recommendation of your optician.

  • What is meant by a valid prescription?

    A valid prescription is one that is accurate and up to date. Every prescription should also have an expiry or validity date specified. Most prescriptions are valid for a year from the date of your last contact lens check-up.

  • If my vision is blurry, can I change my prescription/ power?

    It is always best to consult your optician if you feel your vision has become unusually blurred and unclear. You may have a slight astigmatism or you may simply need stronger lenses. Although you can self-prescribe the next available power, this is greatly discouraged by Vision Direct.

  • Is the prescription for my glasses the same as my contact lens prescription?

    No, a contact lens prescription is not the same as a prescription for glasses. Your contact lens prescription will include extra specifications which ensure your lenses fit with the correct diameter and base curve.

    A contact lens prescription also differs from a glasses prescription as the power/ sphere values are ranked differently, so your lenses and glasses' powers won't necessarily match. It also differs for people with astigmatism conditions.

  • I don't have my prescription. Can I still order?

    If you cannot locate your written prescription but are 100% sure of your prescription values and details, then you can still order from VisionDirect.ca. Once you receive your contact lenses, it is always best to check the prescription details entered against those on your contact lens box to ensure they are correct, as we cannot refund open contact lens boxes.

My Vision Direct Account

  • I've forgotten my password for my Vision Direct account. What should I do?

    If you've forgotten your password simply click "Did you forget your password?" and tell us your email address. We will send you a randomly generated password so that you can login. Once in your account, you can modify your password in the dashboard if you wish.

  • How do I change my account email, password, or address?

    To change any of your account details, visit your account dashboard by clicking on the "My Account" link in the top right-hand corner of any page. Inside your account, click on the "Details" tab and here you can modify your email address and password. To change your shipping address, click the "Addresses" tab in your account dashboard and then "Add New Address". You can also modify existing addresses by clicking on the "Change" link.

  • Will Vision Direct save my card details?

    Yes. Upon checkout, your card details will be saved in your account so that you do not need to re-enter them every time you place an order with us. If you wish to remove a saved card, you can do so in Your Account under the "Saved Cards" tab.
  • How do I repeat a past order?

    In Your Account, you will be able to see a summary of your recent orders. Simply click the "Reorder Now" button on the right hand side and the same order will be added to your basket. You can modify the order before checking out.

    How to reorder

  • How do I set a reminder to reorder?

    You can set a reminder to reorder you contact lenses or solutions by visiting Your Account and selecting the "Orders" tab there you can add a reminder to any one of the orders you've made, by clicking "Set Reminder" in the Next Order column.

    Set reminder

About Vision Direct

  • Who is Vision Direct?

    Vision Direct is one of Canada’s leading contact lens retailers online. Since its founding in 1998, it has provided affordable prices for high quality contact lenses, manufactured by world renowned pharmaceutical and healthcare brands. Today, Vision Direct offers up to 45% in savings in comparison to the main street alongside a friendly and dedicated award-winning customer service and reliable and fast shipping to addresses across Canada.

  • Why is Vision Direct so much cheaper?

    At Vision Direct, we purchase large amounts of stock from reliable and authentic suppliers. This allows us to pass on the savings directly to our customers. We can save you up to 45% on your contact lenses, solutions, and eye care products in comparison to the main street.

  • Why should I order from Vision Direct?

    At Vision Direct, we don't only promise the same products from the same manufacturers as the main street optician, we also promise fast and reliable shipping directly to your door and the added convenience of ordering without a prescription. Our in-house optician is always on hand to answer any questions you may have and our award winning customers service team is fully trained to answer questions relating to any of the products we sell.

  • What are your opening times?

    Our customer service team are available to take your call any day of the week from 01:00 to 19:00 CST. They can be reached on 1 800 982 1621 or by email at help@visiondirect.ca.

  • How can I contact Vision Direct?

    Our customer service team can be reached from 01:00 to 19:00 CST on 1 800 982 1621 or by email at help@visiondirect.ca

  • What are Vision Direct terms and conditions?

    The Vision Direct Terms & Conditions can be found here.

  • What is Vision Direct privacy policy?

    The Vision Direct privacy policy can be viewed here.

Glossary

  • Glossary of Contact Lens Terms

    Term Definition
    Addition A figure used to determine the additional prescription strength needed for correcting near vision for those with presbyopia.
    Acuvue A brand of contact lenses manufactured by Johnson & Johnson.
    Air Optix A brand of contact lenses manufactured by Ciba Vision.
    Astigmatism Is a condition of the eye caused by an irregular curvature of the cornea, resulting in blurred and unfocused vision.
    Axis A number between 0 and 180 that specifies the direction needed to correct your astigmatism.
    Base Curve The curvature of a contact lens in millimetres used to determine the fit of the lens on the eye.
    Bausch & Lomb Healthcare manufacturers of contact lenses, lens solutions and eye drops.
    Bifocal A lens that contains two prescriptions, often distance at the top and reading at the bottom.
    Biofinity A contact lens brand by CooperVision.
    Ciba Vision A manufacturer of contact lenses.
    Colored Contact Lens A lens tinted or colored for wear.
    CooperVision A manufacturer of contact lenses.
    Cornea Is the front part of the eye, which covers the iris and the pupil it is transparent and helps protect the eye from dust, germs, and other harmful matter.
    Cosmetic Contact Lens A lens tinted with color or with a fashionable design such as country flags or movie eyes.
    Cylinder A figure used in prescriptions for astigmatism, a negative (-) number that increases in a scale of 0.25 dioptres, ranging between -0.25 to -2.75.
    Daily Disposable Contact Lens Is a lens designed to be worn for one day and then disposed of.
    Deposits Are debris or protein build up on the lens surface.
    Diameter The distance in millimetres from one end of a contact lens to the other. A value used in a prescription.
    Dioptre A unit of measurement used in optics to determine the refractive power of a lens.
    Disinfectant Solution A solution used to disinfectant contact lenses.
    Dominant A value required for multifocal contact lenses to determine which the dominant eye is referred to as the “D” value. The non-dominant is referred to as “N”.
    Enzyme cleaner A solution used to remove protein from the lens surface, can also occur in tablet form, in which the tablet is mixed with saline or disinfecting solution as directed.
    Extended Wear A contact lens designed for extended wear, is one that can be worn overnight.
    Fashion Contact Lens A lens tinted with color or with a fashionable design such as country flags, or movie eyes.
    Focus Dailies A brand of contact lenses produced by Ciba Vision.
    Glaucoma A condition which causes gradual sight loss due to pressure within the eye.
    Hyperopia (long-sightedness) The loss of near vision but the ability to see into the distance clearly.
    Iris The colored portion of the eye.
    Long-sightedness See Hyperopia.
    Monthly Disposable (Monthlies) Is a lens designed to be worn daily for a month and then disposed of.
    Multifocal A lens that corrects both short and long-sightedness, by using two different surface areas to correct near and distance vision.
    Myopia The loss of distance vision but the ability to see objects up-close clearly.
    Ophthalmologist A medical doctor that specializes in the treatment and diagnosis of eye diseases, and who is licensed to perform eye surgery.
    Optician A medical practitioner licensed to fit and supply glasses and contact lenses.
    Optometrist (OD) A medical practitioner trained to fit and supply glasses and contact lenses, as well as diagnose and treat certain eye diseases.
    Oxygen permeability The level of oxygen that can pass through the lens surface to the eye.
    Plano A contact lens made without a prescription usually for cosmetic use, such as a colored contact lens.
    Power The value used to determine the strength of visual correction needed. This is sometimes referred to as the sphere.
    Presbyopia A degenerative condition of the eye that affects the near vision, it usually occurs in those over the age of 40's.
    Proclear A contact lens brand produced by CooperVision.
    PureVision A brand of contact lenses manufactured by Bausch & Lomb.
    RGP (Rigid Glass Permeable) A rigid lens made from a harder material than soft lenses, usually prescribed for patients with an astigmatism or irregular eye shape as they are thought to be better at correcting vision in these cases.
    Rinsing Solution A lens solution used to clean the lens before wear.
    Rewetting Solution A solution used to rewet the lens to increase comfort during wear.
    Solution A liquid solution designed to rinse, clean and store soft or gas permeable contact lenses.
    Short-sightedness See Myopia.
    Silicone hydrogel Is an advanced soft lens material that allows more oxygen to reach they eye than traditional soft hydrogel lenses.
    SoftLens A brand of contact lenses produced by Bausch & Lomb.
    Sphere The value used to determine the strength of visual correction needed. This is sometimes referred to as the power.
    Toric A contact lens used for correcting astigmatism in patients.
    Two Weekly Disposable Frequent replacement lenses designed for wear daily over a two week period before they should be disposed of.
    RX Prescription.
    Visibility Tint A light tint to the contact lens that helps the wearer with handling.
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