Bailey Nelson
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Shipping Rates & Policies

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. All orders shipped to the United States are 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

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 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, Australia (for purchases made on, and New Zealand (for purchases made on

Bailey Nelson reserves the right to refuse free shipping and/or returns to certain customers who abuse the returns and refunds policy. Customers concerned will be warned before the shipment of their most recent purchase.

Delivery Times & Tracking

Prescription glasses orders will be delivered within approximately 15-20 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 15-20 business days.

Non-prescription sunglasses and accessories ship from our warehouse, and take approximately 7-10 business days. 

Contact lens orders will typically take between 5-10 business days to be delivered from the time the order has been processed.

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

Canada Post Tracking link here

FedEx Tracking link here.

ICS Courier Tracking link here.

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. 

Customer Promises & Returns

Quality that we’re proud of  

All our frames and lenses are manufactured with exacting international standards. If within 1 year of purchase your glasses have any defects relating to material or production faults, we will repair or replace a like-for-like pair for you.

Custom-made just for you 

Each of our prescription products is custom made just for you, and we tailor our experience to help you find the perfect pair. With that in mind, all custom prescription products are final sale. Vision is our top priority, so if you are concerned with your lenses, we will ensure to remake these for you from 30 days of purchase

Confident in progressives 

We want you to be 100% confident and comfortable in our high-quality progressive lenses, so we will provide a 30-day customer satisfaction guarantee and remake your lenses if required from date of collection.

Forever looking good and fitting well 

You can always come in to have your frames adjusted or professionally cleaned. This service is complimentary for the life of your glasses.

FAQ’s can be found here, you can also find our full returns policy here or alternatively, our customer service representatives will be happy to answer any further questions you may have.

No refund or exchange applies for change of mind on sale items or gifted items for PR events.

Returns Policy - Non-Prescription Products

Returns and exchanges for non-prescription product orders over $99 are accepted within 30 days from the date you receive your order. Email our team at and we will provide you with next steps.

Note: a return postage fee of $10 will be deducted from your refund for orders placed from Canada. Online exchanges within Canada are not subject to a return postage fee. A return fee of $20 will be deducted from your refund for orders placed from the US to cover customs, duties and taxes.

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 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.

Store Returns

For non-prescription items purchased in store, please ensure you return these items back to the original place of purchase, where our team will happily help to process your return/exchange/repair or help with any other query you may have. For more information, please check our Return Policy here.

Please note that if you choose to request for your in-store order to be shipped to your home address, a $10 shipping fee will apply for all orders.

Kids Collection - Returns Policy

Prescription changes

Bailey Nelson is committed to ensuring your child's visual clarity. If your child experiences changes to their prescription within three (3) months of the initial purchase, we will replace the lenses free of charge. To qualify for this guarantee, the customer must provide a valid prescription issued by a Bailey Nelson optometrist or their prescribing Ophthalmologist, dated within the specified three-month period.


Our Kids frames are backed by a 12-month manufacturing warranty, commencing from the date of purchase. This warranty covers defects in materials and workmanship. If any defects arise during this period, Bailey Nelson will repair or replace the frame or components at no cost to the customer, subject to reasonable wear and tear.

Kids frames are covered by the same 12 month manufacturer’s warranty as all our glasses. In addition to this, since we know that kids can be more likely to lose or break their glasses, we are excited to offer 50% off replacements for kids frames within 12 months of purchase. This coverage extends to the following instances:

  • Lost Glasses: If your child's glasses are lost, you can receive a 50% discount on the replacement glasses.
  • Broken Glasses: If your child's glasses accidentally break within 12 months, you are eligible for a 50% discount on the replacement glasses.
  • Scratched Lenses: If the lenses of your child’s glasses become scratched, we offer a 50% discount on replacement lenses within 12 months of purchase.

FAQ’s can be found here, you can also find our full returns policy here or alternatively, our customer service representatives will be happy to answer any further questions you may have.