Question 1

Do you offer progressive, anti-fatigue, or bifocal lenses?

Accepted Answer

Yes. We carry the full range of multi-focal options. Progressive (no-line bifocal) lenses provide seamless correction from near to distance in a single lens with no visible line — the most natural option for patients who need correction at multiple distances. Anti-fatigue lenses are ideal for patients with mild prescriptions who spend long hours on screens, providing a small boost for near work without the full adaptation curve of a progressive. Traditional bifocal and trifocal lenses are also available. Our opticians will help you find the right solution for your prescription and lifestyle.

Question 2

What if I have astigmatism?

Accepted Answer

Astigmatism is fully correctable with glasses. Your prescription will include a cylindrical (CYL) value and an axis angle that together compensate for the irregular curvature of your eye. There is nothing special you need to do — our opticians are experienced in fitting all levels of astigmatism, including higher cylinders that require careful frame and lens positioning. The only additional consideration is that certain frame styles may not be ideal for very high astigmatism prescriptions, and our team will guide you accordingly.

Question 3

What are high-index lenses and do I need them?

Accepted Answer

High-index lenses are made from a denser material that bends light more efficiently, allowing the lens to be thinner and lighter for the same prescription strength. If your prescription is on the stronger side — generally above ±3.00 or with a notable cylinder value — high-index lenses can make a significant difference to both the appearance and comfort of your glasses. Our opticians will recommend the appropriate index for your prescription when you visit.

Question 4

What is an anti-reflective (AR) coating and should I get it?

Accepted Answer

Anti-reflective coating reduces glare and reflections on the lens surface, improving both your vision and the appearance of your glasses. It is particularly beneficial for driving at night, working in front of screens, and for anyone who appears on video calls or in photos frequently. Most of our lens options include an AR coating as standard — our team will walk you through the coating options available for your chosen lens.

Question 5

How do I take care of my new glasses?

Accepted Answer

Clean your lenses daily using the microfibre cloth and lens cleaning spray we provide with every purchase. Avoid using paper towels, tissues, or clothing — even soft fabrics can cause micro-scratches over time. Rinse lenses with water before wiping if they are dusty or gritty. Store your glasses in a protective case when not in use. Do not leave them on a hot dashboard or in direct sunlight for extended periods, as heat can warp acetate frames and damage lens coatings. If your frames become bent or loose, bring them in and our team will adjust them at no charge.

Question 6

What are your frames made of?

Accepted Answer

Our frame collection spans a range of premium materials. Acetate frames are made from plant-derived cellulose and are valued for their rich colour depth, texture, and comfortable wear. Metal frames are typically crafted from stainless steel, titanium, or monel — offering durability, lightness, and a refined, minimal aesthetic. Some of our independent and ultra-luxury brands work with materials such as beta-titanium, Japanese spring steel, wood, horn, and buffalo acetate. Our team can walk you through the material properties of any frame you are considering.

Question 7

What is your warranty on glasses?

Accepted Answer

We stand behind the quality of both our frames and lenses. Most of our frames come with a manufacturer's warranty of 12 to 24 months covering manufacturing defects. Lens coatings are also covered against delamination or premature peeling for 12 months. Normal wear and tear, accidental damage, and breakage due to misuse are not covered under warranty. If you experience any issue with your glasses, bring them in and we will assess the situation and work to find a resolution for you.

Question 8

My glasses are from Eye Story Optical but I recently got a new prescription. Can I get new lenses in the same frame?

Accepted Answer

Yes, in most cases. As long as your frame is in good condition and structurally sound, we can re-lens it with your updated prescription. This is a great way to keep a frame you love while refreshing your vision. Bring your frame in and your new prescription and our team will confirm whether re-lensing is a suitable option and provide a quote.

Question 9

I have a prescription from another provider. Can I get glasses made here?

Accepted Answer

Absolutely. We can dispense glasses from any valid, current prescription written by a licensed optometrist or ophthalmologist — whether the exam was performed here or elsewhere. Simply bring your written prescription and our licensed opticians will guide you through frame and lens selection.

Question 10

What methods of payment do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express), Interac debit, and cash. We also offer direct billing to most major Canadian extended health benefit providers, so your insurance benefit is applied at point of sale with no out-of-pocket payment for covered amounts. Please speak with our team if you have any questions about payment options before your visit.

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