FAQ
General Information
Where can I get my prescription?
You can send us your prescription form from any optician or optometrist. They are required to provide you with your prescription after an eye exam.
If you are located in Vancouver, Canada, we welcome you to our retail store, Sunny Eye Care, to have an eye examination performed by our resident optometrist.
Otherwise, feel free to find a local optometrist in your area and obtain a prescription from them. If you are unsure if your prescription works, feel free to contact us.
Is it possible to purchase eyeglasses with non-prescription lenses?
Yes, please select ‘Frame Only’ on the product page.
Do you offer eyeglasses that turn into sunglasses outdoors?
Those are called Transitions® Light Intelligent Lenses™ . Please do contact us if you wish to have these type of lenses. We will need to custom order them.
How do I read my prescription form?
View Sample Prescription
Sphere: The sphere (SPH) on your prescription indicates the lens power you need to see clearly. A minus (-) symbol next to this number means you’re nearsighted, and a plus (+) symbol means the prescription is meant to correct farsightedness.
Cylinder: The cylinder (CYL) number indicates the lens power needed to correct astigmatism. If this column is blank, it means you don’t have an astigmatism.
Axis: An axis number will also be included if you have an astigmatism. This number shows the angle of the lens that shouldn’t feature a cylinder power to correct your astigmatism.
OD: This is short for the Latin term, ‘oculus dexter’, which means right eye.
OS: This is short for the Latin term, ‘oculus sinister’, which means left eye.
You may also see, PD: which is short for pupillary distance. A single PD (only one number provided) measures the distance between your left and right pupils. A dual PD (two numbers provided) measures the distance of each pupil (left and right) from the center of your face.
I haven't received my item. What can I do?
Our customer service team can help you look into your order, simply call 1-604-423-3419 or send an email to hello@frameii.ca and let us know how we can help you with your order. Please make sure to include your order number.
How long do I have to wait for my glasses after I have ordered them?
Your order will be delivered within 7 – 14 business days. We ship via Canada Post and will provide a tracking number once shipped.
Will I have to pay any taxes or customs duties?
It depends on the destination. All orders outside of Canada are shipped as duties, customs, and taxes unpaid. In the event that your order is charged taxes or customs duties, you will be responsible for all expenses incurred, which will be non-refundable.
What payment methods do you accept?
We accept all major credit cards through our secure website.
What is your return and exchange policy?
At Frameii, we guarantee the quality of our eyewear. If you are not happy with your glasses, simply contact us for a refund or a replacement.
Frameii has a 30 days guarantee which allows customers to make an equal exchange or return with no questions asked.
Our 1-year product guarantee means customers are eligible for manufacture’s warranty. A replacement pair will be only issued if there are clear defects in material and workmanship.
Product warranty does not cover damage caused by accidents, negligence, wear and tear, or improper care.
How do I make an exchange or return?
You can also initiate a return by calling our customer service team at 1-604-423-3419, or contacting us via hello@frameii.ca and please have your order number ready.
TERMS & CONDITIONS
OYEA OPTICAL INTERNATIONAL LTD., which does business as “Frameii.ca”, provides this site www.Frameii.ca (the “Site”), and our existing and future retail locations as a service to our customers. References to “we”, or “us” refer to Frameii.ca. We refer to this Site, our mobile applications, our existing and future retail locations, and the services and content available through them as the “Services.”
Please read the following terms and conditions (“Terms”) as they govern your use of the Services. By using our Services, you agree to be bound by these Terms. If you do not agree to be bound by these Terms, then you may not use the Services. Together with our Privacy Policy and other notices, the Terms provide rules and guidelines related to your use of the Services.
THESE TERMS PROVIDE THAT ALL DISPUTES BETWEEN YOU AND Frameii.ca RELATING TO THESE TERMS OR YOUR USE OF THE SERVICES WILL BE RESOLVED ON AN INDIVIDUAL BASIS THROUGH FINAL AND BINDING ARBITRATION. YOU AGREE TO GIVE UP YOUR RIGHT TO GO TO COURT TO ASSERT OR DEFEND YOUR RIGHTS UNDER THESE TERMS, EXCEPT FOR MATTERS THAT MAY BE TAKEN TO SMALL CLAIMS COURT. YOUR RIGHTS WILL BE DETERMINED BY A NEUTRAL ARBITRATOR AND NOT A JUDGE OR JURY, AND YOUR CLAIMS CANNOT BE BROUGHT AS A CLASS ACTION. PLEASE BELOW FOR DETAILS ON ARBITRATION.
We may update the Terms at any time. When we do so, we will post the updated Terms on the Site and/or through other communications. Please review these Terms whenever we update them. Your continued use of the Services after we have posted updated Terms constitutes your acceptance of the updated Terms. If you do not agree to be bound by the updated Terms, then you may not use the Services anymore. We may change or discontinue all or any part of the Services, at any time and without notice, at our sole discretion.
Prescription Validity and Verification
Frameii.ca can only sell you lenses for a) which you have a valid prescription, and have been fit properly by an eye care practitioner, b) that match your prescription and that you have worn successfully before.
By placing your order with Frameii.ca, you are acknowledging that you have a valid and non-expired prescription for the contact lenses that you are ordering. By completing your order, you are hereby confirming that you have successfully worn the contact lenses before, and that your order matches your valid contact lens prescription.
The contents of our Site are informational and not intended to be a substitute for professional medical device. Please seek the advice of your physician or other qualified health provider if you have any questions about your eyecare. If you experience any pain, symptoms, blurred vision, or other maladies of the eye, consult your physician immediately or call 911.
Prescriptions for Canadian and International Customers
We do not verify prescriptions for orders shipping outside USA. Frameii.ca reserves the right to request a copy of your prescription before or after shipping the order, or to contact your eye care provider regarding any questions about your prescription.
Payment Charges and Currency
The total charge to your credit card is stated clearly on the final checkout page before you enter in your payment information and will include the total price of all the items you are purchasing, discounts and any shipping, handling or processing charges applicable. Your card will be charged the amount shown in the currency specified, and no further conversion will be done on our end. If no currency or currency symbol is explicitly specified, then the charge will be in CAD dollars. Not withstanding the foregoing, we reserve the right to refuse or cancel any order and will not be held liable for any errors or omissions arising from, but not limited to: pricing discrepancies, advertising errors, coupon codes or discounts and incorrect shipping charges.
Please visit our detailed Privacy Policy page for more information.
Should you have any concerns or questions related to our policies, feel free to contact us through this form.