Lens & Coating Warranty

1. 120-day Rx Total Satisfaction Guarantee - ONE TIME replacement at no charge* (Rx change, PAL non-adapts, measurement error, edging error, ordering error (online, phone or fax), patient dissatisfaction.)
   * Redos on the same product will be invoiced at no charge. For product exchanges resulting in a price difference, the replacement order will be charged in full and a credit applied to the original order.
2. 30-Day Rx Order Cancellations.
3. 2-Year Lens Manufacturer & AR Coating Defects Warranty - Under normal patient use and care.

Warranty Process

1. Re-order the redo through the online ordering system and provide the original invoice number and reason for redo or contact the lab to begin the warranty process.
2. Reasons for lenses to be sent back to HOYA:
   ** Issues related to AR coatings, manufacturer defects, and all lab redoes require the lenses to be sent back to the lab to receive the credit.
   ** Replacement for AR coatings and manufacturer defects will be with the exact same product, coating, frame and Rx as the original order, after the 120-day satisfaction guarantee period has ended.

Process Times & Delivery

• No shipping charges or handling fees
• 5 workdays for ‘uncut’ orders.
• ‘Edge & Assembly’ and ‘Drill Mount’ orders add 2 additional days from date of frame arrival at the lab.
• Guaranteed process times for uncut orders only. For Edge & Assembly, add 2 days.***:
  • More then 5 business days = 50% credit on the invoice to the practice.
  • More then 8 business days = 100% credit on the invoice to the practice.
    ***Note that the guaranteed process times do not apply to the following exceptions: All high index (1.60, 1.67, & 1.74), Drill jobs, Sensity 2, all tints, wraps, all mirrors, specialty or out of range Rx (e.g. high prism).
    Time will be calculated as follows:
    • Uncut orders day 1 = The day the order is received in full at HOYA Lab with no errors before 3pm EST to when the courier picks up the order at HOYA Lab
    • Edged and mounted orders = The day the frames are received at HOYA Lab and a complete order with no errors to when the courier picks up the order at the HOYA Lab
• In order to obtain credit, a late fee claim must be submitted to cs.toronto@HOYA.com within 14 days of invoice date and include the following information: Account #, Account Name, Invoice #, Job reference. Please note that this email is addressed without a reply.

Easy Ordering through ER Advantage and LensesbyHOYA

• www.eradvantage.ca or www.lensesbyhoya.ca

Second Pair Program

• Patients have 120 days to qualify for the second pair & third pair discount.
• 50% off the second pair.
• Mix & match HOYA Brand and D|R

Equipment Rebates
Eye Recommend members will earn 2% of net purchases of Hoya and D|R products towards any purchase to enhance practice performance. (clinic renovations, marketing, equipment, etc). The value of the purchase must exceed the value of the rebate. Must submit receipt before December 31st. No backdating. Use for anything with anyone.

Need help?
Contact your Eye Recommend Business Coach or reach out to your HOYA Territory Manager for full Terms and Conditions.

To submit lab order credits email cs.toronto@hoya.com | cs.winnipeg@hoya.com | cs.calgary@hoya.com | cs.vancouver@hoya.com