Frequently Asked Questions & Store Policies

EyeHaus is conveniently located inside the shopping center connected to the New Westminster SkyTrain Station, located on the main floor. If you spot Safeway, we're at the opposite end, closer to McInnes St Overpass. 

For drivers, parking is available in the shopping center parkade (paid parking), accessible from entrances on Carnarvon St and Columbia St. Additionally, street parking (paid parking during most hours) and Columbia Square parking (a 3-5 minute stroll away) are available options. 

During an eye exam at EyeHaus, we will evaluate your visual acuity, check for any eye diseases or conditions, and assess your eye health. We may also perform additional tests to determine your prescription for glasses or contacts. 

Bringing your all current glasses and contact lens prescriptions will be helpful in determining the best eyewear that suits you best. Please bring your MSP and any extended insurance information. Also, bring a pair of sunglasses or sunhat because you may be dilated. 

A comprehensive eye exam can be anywhere between 20 to 30 minutes if you are not dilated and 45 mins to 1 hour if you are dilated.

For those who are first time wearer of contact lenses, insertion and removal training may take anywhere between 20 mins to 2 hours, or even multiple sessions. Please be assured that we will be with you every step of your contact lens journey.

Yes! We can definitely direct billing to most insurances. This includes Pacific Blue Cross, Cowan Insurance Group, Green Shield Canada, Industrial Alliance, Manulife, Canada Life, Chambers of Commerce, Desjardin, RWAM, Equitable Life, Empire Life, SSQ Insurance, Co-operators, Johnston Group, and more. We will need your permission before proceeding. 

Please note, depending on how your insurance is set up, there direct billing may not be available. Instead, we may be able to submit the claim on your behalf. Claims to health spending accounts and additional/secondary insurance(s) may need to be done by you.

Prescription Lenses: Prescription lenses are custom-made to your precise measurements and are considered FINAL SALE once ordered. Frame exchanges are allowed within five (5) days of pickup, provided the original frame is in mint condition. Exchanges beyond this period are not accepted. We will apply the one-time non-adapt lens warranty to refit the lenses (see details below). Any price difference will be charged or credited to your account. 

Contact Lenses: Unopened contact lens boxes may be returned or exchanged within 45 days of the invoice date, subject to a $10 + tax per box fee to cover shipping costs (subject to change). Opened boxes cannot be returned or exchanged. 

Order Pickup: Orders not picked up within 90 days of the invoice date will be cancelled, and any deposits made will be forfeited. 

If we have your lenses in stock, we can prepare your glasses in under 1 hour. Our in-house lab allows us to craft your lenses with precision while you wait. This applies to single vision lenses that don’t require complex prescriptions. For multifocal or specialty lenses, we may need to order them, which typically takes about 7–10 business days. If you're in a rush, we also offer expedited options depending on the lens type and availability. 

Don't fret! Sometime new glasses takes a week or two to get used to, especially with new progressive lenses. If it's still hard to see, let us know right away! We'll be happy to help. The problem may be as simple as the frame is not sitting right on your face. A minor frame adjustment will do the trick.

Every lens comes with a one-time 60-day non-adapt warranty from the original invoice date. The non-adapt warranty covers issues such as incorrect prescriptions, sensitivity to lens materials, unsuitable lens designs, or frame exchange. Any price difference will be charged or credited to your account. Please contact your original prescription provider if there is a prescription change. 

EyeHaus may have your contact lenses in stock and you won't have to wait. Otherwise, contacts takes 1 to 2 weeks before it's ready for pick up. Please note, complex prescriptions take longer.

All glasses are customized as lenses need to be fitted into the frames with your correct measurements and shape of the frame. Luckily, at EyeHaus, we have an in-house lab and can make simple prescriptions glasses by the end of the day. On average, custom lenses take 5 to 10 business days. More complicated orders may take beyond 20 business days before they are ready for pick up. 

We will send you a text when the order is ready for pick up. Let us know if you prefer other methods of communication.

Yes! We can ship you glasses or contacts Canada wide. Shipping/handling applies ($30 + tax).

Of course! We hold every order for 90 days from invoiced date. However, after 90 days, the order will be cancelled and the deposit you've made will be forfeited. To prevent this from happening, please consider having us ship it to you. Shipping/handling applies ($30 + tax).

Things happen and at EyeHaus, we understand. We will try our best to repair minor defects. If that is not enough, we can use the frame and lens warranty.

Lenses: All custom surfaced lenses come with one-time two (2) years coating and scratch warranty from invoice date. Standard package lenses do not include coating and scratch warranty unless warranty was purchased.

Frames: All frames include a one (1) year manufacturer warranty from the invoice date, excluding clearance frames. This warranty covers manufacturing defects but does not extend to normal wear and tear or accidental damage, such as drops, mishandling, or pet-related incidents (e.g., chewing). If you experience a manufacturer defect, please bring in the original frame, and we will do our best to repair or replace it. Please note that manufacturer warranty replacements may incur a $30 + tax shipping and handling fee (subject to change).  

Please note: Clearance frames are not covered under warranty. Your invoice will indicate FINAL SALE, cannot be returned or exchanged.

We know some glasses can get a lot of love and use. To protect your glasses, EyeHaus offers an Extended Frame Warranty for half the price of your original package price. This warranty provides a one-time replacement within two (2) years from the invoice date, covering damages not covered by the manufacturer's warranty. To claim, you must return the original glasses. If your frame is discontinued, you may select a similar style of equal or lesser value. If you choose a frame of greater value, the price difference will be charged. The replacement frame must match the original frame in style and lens size.

Please note that this warranty does not cover lenses.