How does this all work?
It's pretty easy, actually! We make it possible to take care of all your vision needs in one place. We recommend starting with what you need most. Do you need a new prescription, so you can order glasses? Start with our online vision exam! Do you already have a current prescription? Start shopping for new glasses! Are you looking to restock your contacts? We can help with that, too. However, if you are experiencing eye health issues, please contact or visit your eyecare professional.
How do I pay?
All prices listed on our site are in CAD. We accept all standard credit and debit cards. Please note: we do not accept gift cards for home try-on orders.
What can I do in the app?
How long will it take to get my order?
Once we have your order and your correct prescription, your glasses shipment takes approximately 5-11 days to arrive at your door. Manufacturing takes 2-5 business days, but varies based on the frames. Shipping takes about 3-6 days. From the moment your order is placed, your contacts shipment takes approximately 4-7 days to arrive at your door. Contacts usually ship within 24 hours unless it’s out of stock and we need to order it. Shipping takes about 3-6 days.
Why should I have confidence in the vision exam process?
This exam technology is authorized for sale by Health Canada. It was developed by a brilliant team of optometrists, technical experts, and engineers who consulted with user experience experts to optimize its accuracy. Additionally, our Hello Happiness Guarantee promises that we will not charge your card until 1) you’ve completed your exam and 2) your results are ready to be sent to a licensed eye-care provider. If you need any help throughout the process, our team is here to make getting your new prescription as smooth as possible.
If you’re unhappy for any reason, we’re committed to making it right. Contact us.
How long does it take to do the vision exam at home?
Once you’ve downloaded the app, most users get through the vision exam in about 15 minutes.
How can I do a vision exam by myself?
Our vision test is very user-friendly, and you’ll be walked through the process step by step. Throughout your online vision exam, you’ll notice some repetition in the questions as we work to verify all your answers. If you ever feel unsure, you’ll have opportunities to reassess and revise your answers. Once you're done with your exam, we send all of your inputs to a licensed eye doctor for review.
How long do I have to wait for my prescription results?
You'll have your results within 24 hours, and—if approved—a prescription from a licensed eye doctor.
Who issues the prescription?
Your results will be reviewed by a U.S.-based board-certified ophthalmologist, who will issue a prescription if clinically appropriate. The prescription they issue is valid to use to buy eyewear anywhere—but we think you’ll love our frames.
What devices does the exam work on?
Device requirements include iPhone XS or later & iOS 13 and later. An Android version is in development.
Why do I have to have seen an eye doctor in the last two years in order to take the exam?
This online vision exam does not replace a comprehensive eye exam with your eye doctor, where they screen your eyes for health issues. You should always seek the advice of a qualified healthcare provider with any questions you have regarding health, medical conditions, drugs, or medications, and before commencing or discontinuing any course of treatment, drug, or medication. Don't disregard, avoid, or delay obtaining medical advice from a qualified healthcare professional because of any information received or obtained from our online vision exam.
Can I use this exam if I wear progressives?
Unfortunately, no. Right now, our app can only provide single-vision prescriptions. That means we can't provide prescriptions for folks who wear progressive or multifocal lenses, or for those who wear readers.
My prescription is really unique. Will this work for me?
Our online exam can provide prescriptions for single-vision prescriptions in this range: -1.00 and -5.00. If you wear progressive lenses, readers, or have a prescription outside of the range listed here, contact us for help.
If I meet all the qualifications, am I guaranteed to complete the exam?
No, you could still get disqualified during the exam. One of the most common reasons is the strength of your prescription. The vision exam can only deliver vision prescriptions within a certain range. This means that your exam could get cut short if you have a particularly strong prescription—or, on the flip side—you require very minimal correction.
If you're unsure whether your prescription falls within the range, there's no harm in trying the exam. You don't pay until you've completed the exam and chosen to send your inputs to an eye doctor.
How does this lensometer tool work?
You start by placing your existing glasses in-between the app and your desktop computer screen. Then, following the prompts, you tilt your glasses up and down. The tool scans the glasses to provide you with their full prescription details—including sphere (power), cylinder (astigmatism), axis, and Pupillary Distance (PD).
How much does it cost to do the scan?
It’s free! You can scan as many pairs of glasses as you want, and it won’t cost you a thing.
How long does it take to do the scan at home?
Once you’ve downloaded the app, most users complete the scan in 3-5 minutes.
How long do I have to wait for my results?
The online lens scanner provides instant results! You’ll get your prescription details right on the screen as soon as your scan is complete. We recommend saving your results to a Hello Eyes account or taking a screenshot you can use for easy reference.
Will the scan work for me?
For the scan to work, the glasses you use must be single-vision prescription lenses. Our scan cannot read the lenses in progressives, bifocals, or readers. Our lens scan can read prescriptions in this range: -6.00 - +3.00, with a cylinder up to -2.50. Not sure if yours will work? Give it a try! Every scan is free.
What do I need to complete the scan?
Great question! You will need the Hello Eyes app, downloaded to your smartphone. A computer with a 12" screen or larger. And a standard-sized card with a magnetic strip, like a debit card or library card, to help us with scaling.
Can I scan progressive lenses or reading glasses?
Unfortunately, no. Right now, we can only scan single-vision lenses and provide details.
Can I use this prescription to buy new glasses?
Yes! If you’re happy with your current prescription, but unsure of the prescription details in your current glasses, you can use this tool to extract those details and apply them to your next pair.
If you need a new vision prescription, check out our online vision exam!
Can I make sure my glasses fit before buying them?
Yes! We have quite a few ways to help with fit. The first is a home try-on, where you pick 4 frames, and we mail them to your house, so you can try them on before you commit to buying them. This is a great way to explore your style and find the right fit for you!
Our fit tool runs a quick, free face scan to help you know which size to order, and then you can use virtual try-on with any pair of glasses on our site to get a realistic preview of the style on your face, right from home!
If you ever need a pair of Hello Eyes glasses adjusted, after purchase, we recommend visiting a local shop to ask for a fitting. It's usually free! But if they charge you for the service, we'll reimburse you up to $25. We also offer free returns for 60 days on all orders. So, if you order a pair and don't like the fit, you can return them for a full refund. We’ll even pay for return shipping!
Can I use my contacts prescription to order glasses?
No. You'll need a prescription specific to the product you need to order. A contact lenses prescription is different from a glasses prescription, because it includes a base curve and diameter measurement to fit the lenses to your eye.
Need a new prescription to shop? Our online vision exam provides both glasses and contacts prescriptions.
How can I send you my prescription for my glasses?
Head to your Hello Eyes account and select view order details to add prescriptions. Here are all your options: If you already have a copy of your glasses prescription, you can upload a photo of it or type in the details manually.
If you have a current pair of glasses, but don't know the prescription, use our free lens scan in our app to get your details!
If you need a new glasses prescription before you can order, check out our online vision exam.
I have a really weird prescription. Can you make glasses for me?
We can manufacture most prescriptions! Take a look at your prescription. If your total power (sphere + cylinder) adds up to a number within this range: -12.00 - +6.00, we'll be able to make your glasses. If it's outside of that range, please contact us to see if there's anything we can do.
If you have questions about yours, contact us any time. We're ready to help!
Do you sell bifocals?
We don't. We offer single-vision lenses (which correct for either near or far distances) or progressive lenses (which correct 3 distances: near, intermediate, and far). Our progressives are a line-free lens!
Do you sell reading glasses?
We don't sell ready-made readers. But you can turn any glasses style on our site into a pair of readers by entering the + power you need into the "sphere" for your prescription. Contact us if you have questions and we'll help you through the process.
Do you sell progressives or multifocals?
Yes, we do! Our progressive lenses are a line-free lens made from a high-quality, polycarbonate lens material.
Do your glasses come with lens coatings?
Yes! We include anti-reflective, scratch resistant, and UV-protective coatings on all of our lenses for free! If you want additional benefits, like anti-static and easy-to-clean coatings, add the Deluxe coating during checkout.
Do I have to pay extra for anti-reflection coatings?
No way! All Hello Eyes glasses orders include anti-reflection coatings for free.
Do I need high-index lenses?
We recommend high-index lenses for any prescription over +3.50 or below -3.50.
What are blue light lenses?
Blue light glasses may help to filter out the blue light that emanates from the sun and from digital devices, like your smartphone or laptop. Many people are sensitive to how bright blue light can be, and blue light glasses may help reduce eye strain. Our blue light lenses feature a blue light filter that is sandwiched between the layers of the lens — so it's not a coating that will rub off over time.
Give them a try! If you're unsatisfied for any reason, you can get a full refund for up to 60 days after delivery. We’ll even pay for return shipping!
How long does it take to make my new glasses?
Our manufacturing times vary, based on the product you've ordered. If you have questions about your order status, please contact us.
How can I return my glasses if I don't like them?
Need to start a return? Just contact us to get started.
What if my glasses don't fit when they arrive?
Fit can be improved with a quick adjustment, which many optical shops do for free. If you ever need a pair of Hello Eyes glasses adjusted, we recommend visiting a local shop to ask for a fitting. If they charge you for the service, we'll reimburse you up to $25.
We also offer free returns for 60 days on all orders. So, if the fit isn't right and an adjustment doesn't help, return them! We'll help you find a pair that fits.
How do I take care of my glasses once I get them?
We're so glad you asked! Here are our best care tips for eyeglasses:
- Use your case! We know it’s tempting to hang your glasses from your collar or toss them on your nightstand. But they’re much safer from scratches in the case.
- Keep your lenses clean. Use the included microfiber cloth to wipe them clean throughout the day. Don't use your t-shirt or paper towels — those create tiny little scratches that get worse over time.
- For sticky spots, use warm water. Never use window cleaner or heavy cleansers on your lenses — they can actually remove or damage your lens coatings!
Do you sell transition lenses?
We offer our light responsive lenses that seamlessly transition from clear to sunglasses when exposed to UV rays. You can turn any style of glasses into light responsive lenses. Simply choose "light responsive" as your lens choice when you find a frame you love.
Do you sell prescription sunglasses?
We sure do! You can put a sunglasses lens into any frame style. In fact, you can choose any lens type with any frame — so you get exactly what you want in your new pair of glasses! Simply choose "sun" as your lens choice when you find a frame you love.
What if I mess up my prescription details?
If you ever have any issues with the prescription you provide to us, we’re happy to make things right. You can send them back, and we’ll redo your lenses for free. Or, you can return any order within 60 days of delivery for a full refund, including free return shipping.
Can I use my glasses prescription to order contacts?
A contact lenses prescription is different from a glasses prescription, because it includes a base curve and diameter measurement to fit the lenses to your eye.
Need a new prescription to shop? Our online vision exam provides glasses prescriptions. If you need a new contacts prescription, you’ll need to visit your eye doctor. Our vision exam does not provide contact prescriptions yet.
What if I mess up my prescription details?
If you ever have any issues with the prescription you provide to us, we’re happy to make things right. You can send them back, and we’ll replace them with the correct prescription. Or, you can return any order within 60 days of delivery for a full refund, including free return shipping.
What if my prescription changes, and I still have boxes left?
If you have unopened boxes of contacts laying around with your old prescription that you ordered from us, let us know. You can return them and use those savings on your new order.
How many glasses can I choose at a time?
When does the clock start on my 5-days?
Your 5-day countdown begins on delivery day—when your try-on frames arrive at your door.
Will the try-on glasses include prescription lenses?
No. Whether you’re trying on glasses or sunglasses, they all come with the same clear non-prescription lenses.
How do I return the frames when I’m done?
We send you a prepaid UPS return label in the box, so all you have to do is peel, stick, and drop the box off at your closest UPS store.
What if the frames break or get damaged while I have them?
While we hope you treat our glasses carefully while they’re hanging out at your house, we understand that accidents happen. If you return all of the frames on time, you won’t be billed for them.
Why do you need my credit card info? Isn’t this free?
Collecting some form of payment information helps us make sure we get the glasses back. If you return all of your home try-on frames on time, you won’t be billed.
I want one of the pairs in my box! Do I just keep it?
Nah, we'll make you a fresh set! Send all your styles back and order the ones you want on our site. The styles in your box are only for try-on purposes.
Do you clean the frames?
Yes! All try-on frames are disinfected and cleaned, by hand, every time they return to our lab. The frames you receive to try on at home may have minor signs of wear. If there are any major issues, please contact us.
Can I order sunglasses in my home try-on?
No. All the try-on frames we send out include a clear, plastic lens. If you decide to order sunglasses, though, there's no risk! You can return them free, up to 60 days after delivery if you're not happy with the final result.