Retail Policy


Our Retail Policy governs all transactions with Town Eye Care located at
11D-255 Dundas Street East Waterdown Ontario L8B 0E5.

This includes the Optometrist consultation, eye health evaluation, and a complete suite of pretesting;
Refractometry, Lensometry, Tonometry, Keratometry, and Optos UWF Retinal Imaging.

Additional Retinal OCT Scans are $60, though Patients with eye disease who need to book annually can benefit from all scans for $105.

All requests for Optometry appointments must be made through
Fill out all required fields and a member of our scheduling team will reach out to you with appointment availability. 
OHIP number must be provided to book anyone under 19, over 65, or for any eye disease.

Please arrive at least 10 minutes early to sign in & complete your registration.
Remember to bring your health card, insurance card, and all glasses or contact lens boxes that you are using, as well as a list of any medications you are taking, with you to the appointment.

Cancellation Policy
We endeavour to ensure all of our patients have fast and comprehensive access to our services, to avoid any cancellation charges, ensure appointments are kept and that any rescheduling or cancellations are made with 48 hours advance notice.  Any no show or late cancellation will be charged a $40 fee per appointment per person.

Specialist referrals will be made on your behalf, however any missed appointments with them are subject to the policies of that office.
Most specialists charge $100 - $150 for missed appointments, be aware they are usually very good about collecting these fees before rebooking a missed appointment.

Insurance Direct-Billing
A Consent & Assignment form must be filled out and signed on paper or electronically before any insurance claims can be processed on your behalf.
If your insurance company allows direct billing, please indicate that you wish to have your exam billed this way and sign the correct forms. 

Call your insurance company prior to your appointment;
It is your responsibility to know what your insurance company covers and whether or not you are eligible.
Find out when was the last time you made a claim, if they cover the eye exam separately, and how much you are covered for prescription eyewear.
Bring your insurance card with you to all appointments.


Deposit Policy
At a minimum, the lens portion of any order must be paid in full before they will be processed.
To minimize wait times, consider paying in full to be reimbursed by your insurance company.
Insurance Claim may be held until all patient balances are paid. 
Orders must be paid in full by all parties before pickup.

Return Policy
Eligible Eyeglasses and Unopened contact lens boxes may be returned within 14 days for store credit. 
Store credit may be transferred to another patient. A restocking fee of 25% or return shipping charges may apply.
Products purchased with insurance benefits are not eligible for return.

Non-Adaptation Policy
All Progressive Addition Lenses carry a 60 day Adaptation Warranty which allows us to remanufacture your lenses to address experience issues.
The 60 days commences from the time your glasses are ready, not when you pick them up. Ensure you collect your eyewear promptly to maximize your adaptation warranty and get the most out of your new lenses. 

Photography & Model Numbers
Buying eyeglasses and contacts online may be detrimental to your eye care & may result in less than optimal vision.
We do not provide PD measurements, model number information, or allow photography within our office.
Please find a more suitable showroom to support your online shopping experience. 

We will, at your request, ship to you via any carrier of your choosing.
It is your responsibility to request insurance and to cover shipping costs before any package can be released.
We are not responsible for any lost parcels.

Adjustments & Repairs
We will gladly perform minor adjustments or repairs free of charge to our patients.
We do not accept responsibility for any damage or breakage during the adjustment or repair process.
Repairs performed 'while you wait' only if our schedule allows for it and on a first come first serve basis. 

Patient Own Frames
Having a new set of lenses put into your existing frames is a great way to save money and get a better quality lens.
You can trust that we will take all steps possible to protect your property and ensure that best practices are followed.
Plastic and Metal frames alike fatigue with time and we can not completely control unfavourable outcomes with aging materials.
It is important to note that we assume no liability for damage or breakage during the production process.