Frequently Asked Questions

If you’ve forgotten your email or password, head to the Sign In page. Several options are available to retrieve your information.

If you’ve forgotten your password, simply click the Forgot Password link and we’ll email you a link to change your password.

We’ve got your back. You can reach out to our support via the contact page or call us at +1 (778) 763-1346 and we’ll help you find your account.

After you sign in, head to the My Account page by clicking on the link in the top right-hand corner of the page. Click on the “Account Details” tab, and you will be given the option to change both your email and password.

Give us a call at +1 (778) 763-1346 or fill out the form on our contact form and one of our lovely contact lens experts will help you get access to your account and update the email and password associated with it.

For your security, if you change your email address, we’ll remove the credit card information from your account. We’ll also send you an email confirming your change.

If you can’t find the email we sent, check to see if it’s in your junk, spam, or bulk mail folder. To ensure future emails will always make it to your inbox, please add MyPEAR.ca to your “Safe Senders” or “Trusted Sites” list.

Absolutely. The fastest way is to send us a copy of the paper prescription your eye care provider gave you. Snap a clear picture of your prescription and email it to us at info@mypear.ca with your order #.

If you don’t have a copy of your prescription, go ahead and complete your order as you normally would. We’ll try to verify your prescription by reaching out to your doctor who may be responding normally, even though they aren’t seeing patients.

No, you do not need to send us your prescription. You can provide us with your doctor’s information, and we can verify it by phone or fax. There is no extra charge for this service. Your doctor is required to release the prescription to us, however, if they do not cooperate, we are allowed to assume that your prescription is correct and valid if your doctor does not respond to our request within 8 business hours. If you send us your prescription by email or fax, we will have no need to contact your doctor and your order will get processed a bit faster.

To find the correct information for your contact lens order, just look on one of your contact lens boxes. Your contact lens box will have a brand name and your prescription information. Please see the example below to find your prescription on your contact lens box:

Where is my prescription? … it’s on the box!

Contact lens prescriptions vary based on the type of lens you wear (bifocal, toric, disposable contacts, etc.).

If you don’t have a box, call us at 1-778-763-1346 and we can complete your order process over the phone. One of our agents will be happy to contact your eye doctor and find your prescription for you.

Do so only with consent from your eye care professional. See your doctor for a new contact lens fitting first. Ask your doctor for a trial fitting in 2 or 3 different types of lenses if you wish. You can even ask your doctor to write more than one brand of lens on your prescription. Once your doctor establishes that you are comfortable with the lenses, you can pick and choose which one you feel like ordering and wearing.

Usually 1 or 2 years from the date it was written, depending on the state that you are in. Sometimes it is up to your doctor’s discretion. If you are unsure if your prescription is still valid, you can always try placing your order and providing us with your doctor information. If your doctor does not contact us to cancel your order within 8 business hours of the prescription verification request, your order will ship. There are no restocking or cancellation fees if your order gets canceled, so you have nothing to lose.

Contact lenses require brand specific prescriptions. You can only order the exact brand of lens that you were prescribed for through your eye care professional. Different brands of lenses all fit and feel differently. Even if the prescription numbers match up, the lens may not suit your eye.

We would be more then happy to accommodate you when you are in need. However, you would have more luck explaining your situation to your optometrist and asking for his or her consent to order one last batch of contacts to hold you over until you can get your prescription renewed. If your doctor extends your prescription expiration date because of your situation, place your order with us and it will ship upon verification.

Just place the order based off the prescription parameters on your previous box of contact lenses or trial pair, and provide us with the phone or fax number to your doctor’s office. If your doctor does not respond within 8 business hours of our prescription verification request, the order will ship. Please make sure that the prescription numbers that you entered during the order are correct, as your doctor will not always call us back to make corrections.

The contact lenses that we sell are sourced from the same suppliers and manufacturers that your eye care provider orders from, therefore they must be the exact same lenses. There are no generic lenses available on the market, and since contact lenses require brand specific prescriptions, we couldn’t sell you a substitute even if we wanted too. We guarantee to ship your contact lenses exactly as ordered, and will fix any shipping errors at our expense.

It’s likely that you are looking at a brand of lens that you have not been prescribed for. The numbers on your prescription will only match up with the brand of lens that you have previously worn, or have been prescribed for by your eye care professional. Please order the correct brand of lenses. If you’re unsure about which brand of lens you require, call us or speak to your doctor.

Yes. We stock some standard toric lens parameters, whenever possible. We have adequate stock of all popular toric contact lenses to ensure quick shipments. Non-stock items can potentially take 2-3 business days to process, barring any backorders. We do take backorders, and ship orders out as soon as possible.

The contact lenses that we sell are new and expire well into the future; usually 3-6 years away from the date that the order is placed. Because of our inventory system and order volume, our inventory is replenished with new lenses more often than most other online companies, which means that the lenses on our shelves have usually just arrived in from the manufacturer.

Your contact lens prescription is provided by your eyecare provider. There are many different options available for contact lenses. Please refer to your valid contact lens prescription to see what lens and parameters have been prescribed.

Dry Eye product selection can vary for each individual. We carry a variety of evidence based products that are proven to be safe while effectively treating dry eye disease and promoting good eye hygiene. Please refer to our Dry Eye Quiz to see what products may help you

1. Free shipping is available on all orders over $99 before tax. 
2. Delivery Method = Canada Post Ground Shipping (usually takes up to 5-7 business days after shipping)

MyPEAR.ca offers same day shipping on most stocked items placed before 2pm PST.

80% of orders ship within 24 hours, however potential order processing times are 1-3 business days (not including Saturday or Sunday). If the processing time is expected to exceed 3 business days, the product page where you started your order from will normally specify the average wait time before shipment. You will receive an email once your order ships out.

Once it is processed, your order will then be shipped via Canada Post. Shipping times can vary but typically range between 5-7 business days to arrive at your door.

Please note that shipment confirmation emails are usually sent every evening after 5:30PM, however in some cases the status system may not be updated, or the email may not be sent until the following morning. Your order status is available online and can be checked via a link in your order confirmation email.

As soon as possible. Most toric or special lenses become available for shipment within 3 days. If the wait time is expected to exceed 3 days, it would normally be indicated on the product page of the website, or by an email from customer service.

Tracking information will be available on a link from your shipment confirmation email. Depending on the shipping method that you selected, full tracking (point to point) may not be available. Please rest assured that you will receive your order within the specified time period.

A printable receipt is available when you access your account online. It’s also sent via e-mail once your order ships out. Please feel free to contact us if you require anything else.

If there is a problem with your order, we will contact you via email. Please check your email at least once during order processing to see if we are waiting on information from you. If you do not see an email from us, your order is in progress and will ship out as soon as possible. If a lens is on backorder with the manufacturer, your online order status will eventually reflect that and an estimated ship date may be available.

Please note that manufacturer backorders will affect all retailers, and as such, the wait time would have been the same no matter where you would have ordered the lenses from. When counting the number of days that have elapsed since you have placed your order, please remember not to include Saturdays or Sundays in the order process. If your order was placed after 2pm, consider the next day the first day of processing (if processing time is applicable). Doing this will likely answer your question in regards to the wait.

• Dry eye products
  1. Due to the nature of these products, we do not accept returns once the product has shipped. 
     
     
  2. If there was an error in the order placed, such as quantity or product type before we ship, simply send us an email and we will rectify the situation before we process the order.
     
     
• Contact lenses:
  1. Contact lenses may be returned within 30 days of delivery. Boxes must be sealed, unopened and unmarked.

Upon confirmation from the courier that your product is safely on its way back to our facility for inspection, you can expect to see your refund within 4-7 business days.

Don’t forget to contact us via our toll-free number at 1-778-763-1346 if you wish to return an item, as we will be emailing you a prepaid return label. Returning your purchase without using this label can lead to delays in processing your refund.

You will be notified via email when your return has been processed and when the refund has been completed.

We only accept returns for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery.

RGP (rigid gas permeable) lenses are custom made for each individual order. As such, they are final sale and cannot be returned or exchanged.

Contact lens cases are final sale items and cannot be returned or exchanged.