Shipping Rates & Policies
Free shipping on all orders over $99
Full terms and conditions below
Follow our step by step guide below
Where To Return
At your local store or via post
Here at Bailey Nelson, we aim to deliver your shiny new specs as quickly as possible, and we have a trusted process that aims to get your new peepers in your hands quicker than you can say ‘Optometrist’. Naturally, delivery times can vary depending on your prescription and the contents of your order.
We’ve got you covered with free shipping on all orders over $99. For anything under $99, we charge a small standard shipping rate of $10. Shipping to the United States is subject to a $10 fee and longer arrival times.
Please contact our customer service representatives if you have any questions or concerns regarding your order at firstname.lastname@example.org.
U.S. orders may be subject to import taxes, custom duties and fees levied by the United States customs department upon arrival. When ordering from baileynelson.com the recipient of the shipment is the importer of record and is responsible for any of these fees, as well as complying with all laws and regulations of the United States.
If you reside outside Canada or the U.S., please see international contact details here. We currently ship within Canada and the U.S. for purchases made on the Canadian website. We do also ship within the United Kingdom (for purchases made on baileynelson.co.uk), Australia (for purchases made on baileynelson.com.au), and New Zealand (for purchases made on baileynelson.co.nz).
Bailey Nelson reserves the right to refuse free shipping and/or returns to certain customers who abuse the free returns and refunds policy. Customers concerned will be warned before the shipment of their most recent purchase.
Prescription glasses orders will be delivered within approximately 10-15 business days from the date your order is processed, depending on your prescription and the contents of your order.
Each prescription is reviewed by our online dispensing team to ensure it is correct and in-date. If there are any queries, they'll get in touch with you at the email address provided on your order.
Non-prescription glasses orders for optical frames are processed via our optical lab with "real-look" lenses and take approximately 10-15 business days.
Non-prescription sunglasses and accessories ship from our warehouse, and take approximately 5-7 business days.
Contact lens orders will typically take between 5-10 business days to be delivered from the time the order has been processed.
Disclaimer: all delivery dates are estimates only, not guarantees, and assume that the customer has given full information (correct customer info, valid prescription, PD, doesn't need a lens upgrade), AND that no delays occur at the lab end. Missing information will trigger delays.
Once your items have been preened, prepped and are ready to ship, we will send you an email with the tracking number from Canada Post (glasses, sunglasses, accessories), FedEx or ICS Courier (contact lenses). During peak periods (such as the holiday season) or sale periods, some delays may occur. Please use the tracking number provided in your confirmation email to check the status of your order, for any questions you can reach our customer service team at email@example.com.
Canada Post Tracking link here.
FedEx Tracking link here.
ICS Courier Tracking link here.
Looking to return or exchange? We’ve got your back with free returns for all online orders over $99 - just make sure you reach out to us within 30 days by emailing firstname.lastname@example.org for all your return, exchange or repair requests.
Please ensure all products that are returned are unused and undamaged, and if anything arrives to you with any defects please contact us straight away so we can help put that right ASAP.
If your frames don’t fit properly or you have any other concerns, feel free to drop into one of our stores or email us so we can help - our team are always happy to chat with you and make the necessary adjustments! If you are unable to visit in store, please email email@example.com so that we can advise on options to ensure you get the perfect fit.
No refund or exchange applies for change of mind on sale items or gifted items for PR events.
Partial returns of a two pair offer may negate the discount applied (e.g. if one pair of a 2 for $250 transaction is returned, the pair retained by the customer will be considered a full price item and the refund will consist of the difference in cost between this full price item and the amount paid).
Follow these simple steps for all online returns:
Print out your pre-paid return label and attach it to your package, ensuring it's well wrapped to prevent any damage in transit to us.
*U.S. orders are not subject to pre-paid return shipping labels.
Take your package to your nearest post office, you can search for your closest branch here.
You will receive an email confirmation once your return has been processed by our team. Please note that during peak periods (such as the holiday season) or sale periods, some delays may occur in processing times. Please contact us via email if you have any concerns or need further assistance.