• Cart (0)
  • fr
  • Canada

Get an Extra 10% Off on CA$99+ Orders with Code AUGUST18 | Ends 8/31

Shipping, Warranty and Returns

Shipping

We are proud of the efficient shipping of all orders made on MaVue.com, including prescription lenses. We are dedicated to proceed diligently. All shipments are verified by an optical and are prepared as quickly as possible before being shipped to your address. MaVue will send you an email with a tracking number for all your orders when it is ready to ship

Here are the normal processing times for your orders to ship*:

Eyeglasses

Contact Lenses

*Our production timeline may vary depending on the complexity of your order and prescription.

Once your contacts or eyeglasses are ready and have been verified, shipping will take about 2 to 7 business days, depending on your location. You will receive an email with a tracking number. It might take up to 48h for you to be able to track your package using the provided link.

Warranty

MaVue is proud of the quality and reliability of its frames. If ever you notice a defect in your frame within 90 days of the reception of your order (according to the date indicated by the shipping company), we will offer you a replacement credit.

Simply follow these steps:

  1. Email us a photo of the defect at support@mavue.com;
  2. Describe the defect in your email;
  3. Wait for our response, along with a Return authorization, in the five business days following your request;
  4. Carefully pack and ship the product with the Return authorization in the package.

We will provide you with a free return label for shipping. Once MaVue has recieved and verified your return, you will get a credit code of the amount of your purchase, which you will be able to use to make a new purchase. This credit code can be applied to any product of your choice, eyeglasses or contact lenses alike.

Please note that we do not guarantee these problems : normal wear and tear, scratches, accidental breakage, impact breakage, excessive heat breakage or deformation (from the oven or the car during summer, for instance) or any problem caused by abrasive products. We reserve our right to refuse your return in these cases.

Returns

You may return your eyeglasses or contact lenses within 10 days of the reception of your order (according to the date indicated by the shipping company).

Here is our return policy:

If you are not satisfied with your purchase and wish to be reimbursed, ask for a Return authorization at support@mavue.com, in the 10 days following the reception of your order (according to the date indicated by the shipping company). Please mention the reason of your return.

You will receive an email from our Customer service department when your return has been accepted, along with a Return authorization form and a return address.

Carefully pack the item you wish to return along with the Return authorization form in the same box. Ship the package to the return address. You will be reimbursed on your credit card when we get your package and the product has been inspected. Allow up to 7 business days after receiving your package to process the refund.

Be aware that you are responsible for shipping fees. You are also responsible for protecting the returned item from any loss or breakage that may happen during transport. Please carefully pack your item.

Conditions:

  1. The returned frame cannot be scratched or broken in any way;
  2. The returned frame cannot have been worn;
  3. All accessories must be in the box with the frame, in perfect condition;
  4. Sales of astigmatism/toric, presbyopia/multifocal, colour and specialty contact lenses are final. No returns. No refunds;
  5. The contact lenses’ boxes cannot be opened, damaged, used or marked;
  6. No partial reimbursement will be made for contact lenses. You may only return your complete order, i.e. all the boxes you ordered have to be returned;
  7. MaVue may refuse reimbursement to individuals who abuse this policy;
  8. You are responsible for the item until it gets to MaVue. It has to be protected in the package to avoid any damage during transport.