Shipping policy
Shipping & returns
Free standard delivery on orders of $100 or more for glasses or frames. Not satisfied? Returns are free for all our online customers. Return your items in their original boxes and use the Canada Post prepaid labels. Please note that the delivery is free on contact lens orders at any time.
SHIPPING
Choose to ship your purchase to your home or any convenient address. There are two available Canada Post shipping options:
- Expedited Parcel ($8 and free on orders of $100 or more): Up to 10 business days*.
- Xpresspost ($12): Up to 7 business days*
*Shipping date not guaranteed. May vary according to delivery address. Delivery time does not include lens manufacturing time.
IMPORTANT:
The billing address must match that of your credit card address.
If you order several items, they may be sent separately and on different dates.
SHIPPING AND PICK-UP CONFIRMATION
You will receive an email when your order has been shipped. If you chose Canada Post shipping, you will receive an email containing a tracking number and a link to track your parcel. If you chose pick-up in-store, you will receive an email confirming the store’s address where you will pick up your parcel. A store employee will call you to let you know that your order is ready for pick-up.
TRACK YOUR ORDER
At any time, you can check your order status using the order number you received.
You can track your order two ways:
By logging into your account on our website at www.newlook.ca and going into the "My orders" tab.
By communicating with our team via our online chat service.
