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FAQ

Products

Where do your products come from?

Ollie Quinn eyewear is a truly global product. We know that talent doesn’t come from just one place, so by carefully hand picking the highest quality parts from all around the world, we’ve been able to create a premium product and keep the price affordable. 

Here’s how:
We cut our prescription lenses locally to ensure extra precision and a speedy turn around for our customers in each region. We trust the sturdy structure of our German hinges and use a mixture of Italian and Chinese acetate to ensure you frames last as long as you love them (and btw, that’s a long time). Finally, our in-house designed frames are assembled and manufactured in Hong Kong, where we maintain a close eye on quality control.

It’s a truly international effort that has been thought out very carefully and something that we’re proud of sharing.

What are your frames made out of?

Our frames are made from the highest quality Italian or Chinese acetate, depending on the frame. Each sheet of acetate can take up to 10 weeks to create and all frames are cut individually. This means that every frame is unique.

Tell me about your lenses?

We believe in using the finest lenses with all the additional options as standard, not extras. We use multi-coat lenses, which means they have anti-scratch, anti-glare and anti-reflective coatings. Each pair is fitted by expert technicians through our laboratory in Toronto, ON. Our suppliers provide lenses to Optometrists throughout the Canada.

We offer both Standard and High Index, ranging from 1.5 to 1.74, premium lenses that are comparable with many other lenses. We offer only one option because we believe in only supplying the best quality products for our customers (this keeps it simple for you too!)

Blue Light (Filter)

What is Blue Light?:
Our eyes are getting exposed to a variety of visible and invisible light rays everyday as a result of our simplest actions like stepping outdoors into sunlight; turning on a wall switch indoors; binge watching Netflix on your TV or playing Candy Crush on your phone.

These light rays come within a range of different colours that contain different amounts of energy. Rays on the red end of the visible visible light spectrum have longer wavelengths and, therefore, less energy. Rays on the blue end of the spectrum have shorter wavelengths and more energy.

Blue light is everywhere as its main source is sunlight. Therefore, by being outdoors during daylight is where we get the most of our exposure to it. On top of that, nowadays there are also numerous man-made indoor sources of blue light, including fluorescent and LED lighting and flat-screen televisions.

Do I need a Blue Light Filter on my glasses?:
Since the eye is not very good at blocking blue light, all visible and invisible light passes through the cornea and lens and reaches the retina. When you are looking at computer screens and other digital devices that emit significant amounts of blue light, this unfocused visual “noise” reduces contrast and can contribute to digital eye strain as well as leading to eye problems over time.

If you are using your phone constantly - especially if you use it primarily for texting, e-mailing and web browsing - a convenient way to reduce your blue light exposure is to apply a blue light filter to the lenses of your glasses. 

This blue light filter is a special coating for optical lenses designed to filter out 90% of blue and UV light coming from both visible and invisible sources. 

Ollie Quinn offers this coating for an extra $60 (tax free) on all prescriptions. You may also get non-prescription blue blocker glasses for $220, with all other coatings and the frame included. 

Lens Profile

We are not about “upselling”, we help to guide you on a lens choice that represents the best value. If you select thinner lenses; please understand that the thickness of the lens is still contingent on your prescription. Your eyes are YOUR eyes and if those eyes need a high prescription we cannot guarantee there will be no lens visible at the side of your frame. For high prescriptions choosing a frame with the appropriate lens size will make a substantial difference to the amount of lens that may show. Please ask for guidance by emailing oq@olliequinn.com or in store, if you are unsure and we’d be happy to assist you along the way.

Sunglasses Lenses

Our lenses come in grey and brown for all prescriptions, and in green for some prescriptions. All of our sunglasses (prescription and non-prescription) come with full UVA and UVB protection. They also come with polarisation as standard, meaning your eyes are protected from reflections and glare.

Photochromic Lenses (aka Transitions)

Photochromic lenses are special lenses that darken when exposed to UV light. When indoors, the lenses will appear clear; however, when exposed to UV light outdoors, they will turn darker to protect your eyes against the Sun. 

Photochromic lenses adapt to the environment which means they won’t go as dark on a gloomy day as they would on a sunny day. It’s important to note that these lenses will not turn as dark whilst driving, as car windshields filter out UV light. 

Frame Availability

We do not mass produce! Which is super cool, though, it does mean there is a limited number of each frame. All orders are subject to availability, frames are not reserved. On rare occasions we may run out of stock on a frame. In these circumstances, we will notify you by phone or email in advance and offer a choice of substitute or a full refund.

If you cannot see a frame on the website or in-store that you had seen previously, that means it is now either very low in stock or out of stock completely, and we will most likely not be able to fulfil any orders for it.

In such cases, please get in touch with us through oq@olliequinn.com and our online fulfilment team members will be happy to inform you whether or not this frame will be coming back in the future!

Can I order frames without lenses?

Absolutely. We will happily send you the frame only if you need to have your lenses fitted elsewhere. These will arrive with the same multicoat used on our prescription lenses so they will also look great if you just wear glasses for fashion.

Can I get the lenses on my non-OQ frames replaced at Ollie Quinn?

We currently do not offer lens replacements for non-OQ frames; simply because, if your frames got damaged during the fitting process at the lab, we would not be able to replace them. 

Price

Why are the glasses so cheap? Am I missing something?

We are very proud of our frames and lenses, the only reason they cost less is because have eliminated the unnecessary parts of the supply chain. There is no reason glasses should cost more than an iPad simply because they have a small brand name on the temple.

Are all frames really one price?

All frames are one fair price of $185 including Single Vision Standard Index prescription lenses and the necessary coatings for your clearest vision.

If you have a very strong/complicated prescription, there may be an additional cost associated with thinning your lenses to create the most comfortable eyewear. Our in-store optometrists are able to advise you on whether this is necessary. For online purchases, please send your prescription to oq@olliequinn.com and our online fulfilment team will assess and contact your regarding which index would be the best for your needs.

Prescription and Eye Care

What prescriptions do you cover?

We make it our policy to only process orders with valid prescriptions. This means you've had an eye exam within the last 2 years at the time of order. If it's been longer than 2 years, it's time to get them checked again.

We can fill all prescriptions but do prefer to see you in store if your prescription is quite strong. With complex scripts we like to closely assess the frame fit and take some measurements.

Please note that progressive and bifocal lenses are not available for online purchases unless you’ve had them with us before and would like to order another pair with the same frame once again. In that case, we can process your order online as we would already have all the required measurements on your file from your previous purchase. For more information on this, please contact us at oq@olliequinn.com and we’ll be happy to assist you further.

Do you offer multifocal, bifocal or trifocal lenses?

Yes, absolutely, but not for online purchases unless you’d like to purchase a duplicate of your previous order. In that case, please email us at oq@olliequinn.com and we will help you out with putting an order through online for a pair of multifocals. For more complicated lenses, like multifocals, we need to take a number of extra measurements to ensure the perfect fit. Our optical dispensers are available by appointment to take these measurements, and fit your new pair of multifocals, just call ahead!

How do I get my prescription?

Simply visit the closest OQ boutique or your local Optometrist to get your eyes tested. Once you have your prescription, email us a copy or send us the details of the practice and we will request a copy on your behalf.

Eye Exams at Ollie Quinn

We offer eye exams at all of our boutiques. It is recommended that people get their eyes tested every two years unless advised by an Optometrist to have them tested more frequently. Eye examinations are essential for clear, comfortable vision and they are an important health check too- our optometrist checks the health of your eyes and can find indications of other medical conditions.

Each comprehensive eye exam we do in our OQ boutiques usually takes about 20-30 minutes and costs about $90; including free of charge dilation and follow up appointments if necessary. During these assessments, our friendly optometrists carefully check your vision and run several tests in order to discover whether or not you have any particular issues with your eyes and/or vision. In the end, they provide a prescription unique to each patient, taking their individual needs into consideration.

We have a wide range of frames and lenses available and we will help you choose the correct frames and lenses for your prescription. This will ensure your specs are comfortable and that you love strolling about in.

Can I get high-index lenses?

We offer a range of high-index, multifocal and other more complex lenses, such as Prism lenses. Though for online orders you will only see a limited amount of options for mostly milder prescriptions. The reason for this is that we encourage all customers with stronger prescriptions to visit us in store so that we can check the fit and take a couple of measurements. Your eyesight is our number one concern. If you place an order online and we notice your script looks a little more complicated than usual we will be in touch via either phone or email to work out your best option.

What if I have an astigmatism?

No problem. Many of our customers have astigmatism, and it is no trouble to fill these orders.

What is my Pupillary Distance (PD)?

Pupillary Distance (PD) is the distance between the centre of both pupils in millimetres. The PD is required by our optical technicians to fit your lenses accurately and achieve the most effective and comfortable outcome for you. If have placed an order online, and we need this measurement to proceed with your order we will be in touch with instructions on how to take it yourself.

Shipping and Returns

What is your Returns Policy?

For orders placed online: Once you have received your parcel, you have 30 days in which you can change your mind without needing to provide a reason. We refund or exchange all new items in their original packaging.

Please just: 

1. Let us know you are sending your order back via email at oq@olliequinn.com or via the form on this page. Please include your order number and your name. 

2. Send the item(s) back to us at:

3795 Main St, Vancouver, BC V5V 1T7, Canada.

OR drop your order into any of our stores across Canada. 

Please contact us at oq@olliequinn.com before you return your order to a store or via post.

For sale items: Please note that sale items are not eligible for exchange or refund, and are considered final sale. 

For in-store purchases: we assume that you like what you see. For prescription glasses, we can refund a frame for $95 that is in as-new condition within 30 days, though lenses are product bespoke to you and we do not refund the cost of lenses for in store purchases. For non-prescription sunglasses or frames, we will happily exchange them for another pair within 30 days if they are in as new condition.

More importantly, if there is ever any issue with your Ollie Quinn’s let us fix it! Frames, lenses or any other part of our product, please call us or send an email and we will do our best to sort it out straight away.

Do you provide a return shipping label?

You are responsible for paying the cost of returning any items. Items must be un-used and undamaged. OLLIE QUINN cannot exchange or refund any items returned that are lost in transit unless tracking proof is provided. Shipping costs are non-refundable and we do not cover any Customs or duties on International Shipping

Can I return my online purchase in person?

Yes. You can return an online purchase at any of our stores, and we will make sure that the item(s) are refunded through our online store on the 3-5 business days. 

What is your shipping policy?

We offer FREE shipping across Canada and the US. However, should you wish to return an item, you will be responsible for paying for your own shipping costs. Shipping costs are non-refundable and we do not cover any Customs or duties on International Shipping. 

When will my glasses arrive?

Please allow 8 - 10 business days for the making of your glasses. If you have any questions about order timelines or ETA’s please send us an email to oq@olliequinn.com

For non-prescription products ordered online, delivery will take 5 - 8 business days.

For contact lenses, delivery takes 5 - 7 business days.

Communication

You will receive an email confirmation as soon as your glasses are ready for collection or to ship. Please be sure you have given accurate contact details.

Orders are shipped every working day between Monday and Friday. No orders are shipped on Saturdays, Sundays, or public holidays.

All orders are dispatched according to stock availability. In the event that all or part of an order is unavailable, once the order has already been placed, we will notify you by email. You can then choose to:

- postpone your order until all the items become available,

- or select another item of an equivalent price that is currently available,

- or receive a refund for the item out of stock, whilst retaining the rest of your order,

- or cancel your order completely and receive a full refund.

Insurance and Payment

Are my Ollie Quinn prescription glasses covered by my health insurance?

Absolutely! All our lenses are installed and checked by qualified and experienced optical dispensers here in Canada. There are some variations as to eligibility and claim amount depending on your policy, though that is simply a matter of which policy you have.

Can Ollie Quinn directly bill my healthcare provider for the eye exams?

Ollie Quinn is a separate business from the third party optometrists we have in store; therefore, we are currently not able to offer direct billing through extended health care providers as our doctors themselves don’t do any billing for their own businesses. We can, however, provide you with an authorised receipt to make a claim from your health fund on your end.

Can Ollie Quinn directly bill my healthcare provider for the glasses?

Yes, of course! We do direct billing with most of the big healthcare providers with rare exceptions.

For more information, please get in touch with us through emailing at oq@olliequinn.com or call any of our boutiques.

The website isn't displaying properly, what should I do?

Try refreshing your browser or visiting our site from a different browser. Give your nearest boutique a call or, even better, come and visit us in person!

Post-Purchase Care

Frame Adjustments

The great thing about choosing a high quality product like ours is that we can adjust the frame to fit your gorgeous face!

If you are collecting your glasses in-store, we will adjust them before you take them away. We provide our customers with a lifetime adjustments warranty, so you are more than welcome to call in as many times as you like to make sure it’s perfect.

If you are ordering online, you can always come in to one of our stores at a later date to have them adjusted. If this is not convenient, a local optician can usually adjust them for you.

Cleaning your glasses

The best way to clean your lenses is with a lens cloth, especially like the one that comes with your OQ specs, and some cleaning solution. If your cleaning cloth gets dirty, just put it in the washing machine!

Please avoid using any chemicals other than the certain cleaners for anti-reflective coated lenses on your glasses - especially detergent, as this corrodes the coatings on your lenses.

Manufacturer’s Warranty

All of our frames come with a 1 year manufacturer’s warranty. This means if there is any fault/defect, we will fix or replace your frames free of charge.

Unfortunately this doesn’t cover the frames if they are sat on, broken or lost/stolen. However, we can often repair frames that have been damaged so please come into one of our stores if such incidents occur so we can have a look before you write them off!.

Lead Times

We aim to complete all prescription orders within 7-10 business days. Occasionally, there can be problems in the manufacturing process. If our lead times is outside of the quoted time we will let you know via email or phone. We aim to fulfill all non-prescription orders within 5-7 business days.

If you have any questions about order timelines or ETA’s, please send an email to oq@olliequinn.com