Frequently Asked Questions
Where are you located?
We are located in Metropolis at Metrotown Mall. The address is 4700 Kingsway #1133B, Burnaby, BC V5H 4M1, Canada.
What are your hours?
We are open Monday to Friday at 9 AM to 6 PM and Sunday at 11 AM to 7 PM.
Do I need an appointment to shop?
No appointment is necessary to browse our collection. However, we recommend booking in advance for comprehensive eye exams through this link.
Do you offer eye exams on-site?
Yes. Eye examinations are conducted by our optometrist. Learn more about our eye examination equipment here.
Do I need an appointment for an eye exam?
We recommend booking in advance to secure your preferred time, though walk-ins are welcome subject to availability.
How much is an eye exam?
We direct bill to most insurance plans. Please contact us if you have questions on your insurance coverage. Our eye exams are $125 out-of-pocket.
How much is a sight test?
Our sight tests are complimentary with purchase. Our sight test fee is $65.
What is the difference between a sight test and an eye exam?
A sight test checks whether you can see clearly and if you need glasses or a prescription update. An eye exam goes further. It includes the sight test plus a health check of your eyes, screening for conditions like glaucoma, cataracts, and macular degeneration. Eye exams are recommended every 1-2 years.
What insurance plans do you take?
We direct bill to most insurance plans including Manulife, Canada Life, Equitable Life, Blue Cross, Sun Life, Desjardins, GroupHEALTH, Chambers of Commerce Group, and Johnston Group. Please contact us if you have questions on your insurance coverage.
What lens brand do you use?
We exclusively use ZEISS lenses — the global benchmark in optical precision. As a certified ZEISS Vision Expert, we offer the full ZEISS lens range alongside the complete ZEISS Experience. From the VisuCore 500 for an accurate prescription to the VisuFit 1000 for a fitting calibrated to your exact facial geometry and chosen frame.
How long does it take to get my glasses made?
All of our prescription eyewear is custom-made, and typically takes 7–10 business days before your order is ready.
Do you do adjustments and repairs?
Yes! We offer adjustments, nose pad replacements, and minor repairs even if you didn't buy your glasses from us. Walk-ins are welcome.
What’s your return or exchange policy?
Last updated: April 2026
Sunglasses Exchange — 7 Days. Non-prescription sunglasses may be exchanged for a different style or color within 7 days of purchase, provided the item is in original condition and packaging. If the replacement item is of higher value, the price difference must be paid at the time of exchange. If the replacement item is of lower value, a store credit will be issued for the difference.
Please note: We do not issue refunds on sunglasses. Exchanges only.
Prescription Eyewear — No Refunds or Exchanges. All prescription eyewear is custom-made to individual specifications. Once an order is placed, it cannot be cancelled or refunded.
Do you offer warranty on frames or lenses?
Last updated: April 2026
Frame Guarantee — 12 Months. All frames are covered against manufacturing defects for a period of 12 months from the date of purchase. Exclusions: Accidental damage, misuse, and normal wear and tear are not covered.
Lens Guarantee — 12 Months. Prescription lenses are protected against manufacturing defects for 12 months from the date of purchase. Exclusions: Accidental damage, misuse, and normal wear and tear are not covered.
Prescription Guarantee — 90 Days. If your prescription is valid within two years and adjusted by an Optometrist, we will redo your lenses free of charge within 90 days from the date of purchase. This is a one-time courtesy per order.
Progressive Lens Adaptation Guarantee — 60 Days. If you experience difficulty adapting to your progressive lenses, we will replace them with a different lens design at no additional cost within 60 days of purchase. Upgrade charges may apply if a higher-tier lens is selected. This is a one-time courtesy per order.
Can I bring my own frames and just buy lenses?
Yes. We welcome customers who wish to have lenses fitted into their own frames.
Simply bring your frames and a valid prescription to our store, and our team will take care of the rest. We'll help you select the right lenses for your needs and ensure a precise, professional fit. Walk-ins are welcome.