Shipping policy

 

Puffin Delivery Service 
We are growing, and our puffins are ready to take your deliveries to your doorstep. *Don't worry, we don't use actual puffins. Read below for our shipping policies.  
  
Shipping Locations 
We currently ship from Toronto to across Canada and look forward to expanding our reach.  

  
Clean Packaging 
We have invested in eco-friendly durable, clean packaging to protect your products so they can arrive safe and clean. All products are sealed from manufacture. We ship them in durable boxes, sealed and protected. 
  
Shipping Standards 
We strive to ship out your products within 1-2 business day(s). Once shipped, you will receive tracking information via email and/or text. Most packages should arrive within 1-3 business days in Ontario or 3-7 business days for rest of Canada. Most of our packages have arrived within 2 business days in GTA. We work with multiple carriers to provide the best service. Pricing for shipping is based on Canada Post real-time cost. We may change delivery courier depending on your area to give you the fastest shipping possible. Delivery standards may vary depending on locations. No signatures are required. Packages are delivered to your doorstep or placed in your mailbox. Delivery may confirm your package from a safe distance by verbal confirmation. In certain cases, where it is not safe to drop off your package, it will be stored at your nearest post office. If you add a phone number, you will also receive text message updates for your shipping. 

Remote Locations
Please note that locations that are remote and not near city centers may not be eligible for free shipping option. PO Box shipments can only be shipped with Canada Post and may take longer than usual. In cases where we have deemed the location to be remote, you will be kindly notified and a refund will be issued. 

  
Returns & Support 
We provide 24 hours, 7 days a week customer support for our products. We do not provide medical advice (see below). 10 days risk free returns for unopened sealed packages. Due to the nature of most of the products we sell, like perishable goods (eye drops, vitamins) and personal hygiene items (eye masks, eyelid wipes), we do not accept returns for these items, these are final sale. We want to ship only clean products from the manufacturer. For other products, we cannot accept returns if they have been tapered with or seal has been broken. They must be in original condition.  Refunds are less any shipping fees to return the item and credited back to the original method of payment usually within 5-7 business days dependent on the payment provider after processing returns. If you have questions or need to change a product prior to shipping or are unhappy with the product, please email us at puffineyecare@gmail.com. We would be happy to assist you. 
  
Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Eye Care Advice
We recommend you contact your nearest eye care professional if you have any eye care related questions. Your optometrist can accurately diagnose if these products are right for you. Persistent/acute eye problems need to be addressed in a timely manner by an eye care professional. This site provides information about eye care but is not a substitute to your doctor's advice.

Insurance Coverage
We recommend you contact your insurance provider to see whether these are covered with health spending or flex plans. A prescription is not required for orders and usually not covered under basic insurance plans. A receipt will be issued after order confirmation for easy submission. 

Eye drops are eligible for reimbursement with a flexible spending account (FSA), health savings account (HSA), a health reimbursement arrangement (HRA), or a limited care flexible spending account (LCFSA).

Vitamins may be eligible for reimbursement with a Letter of Medical Necessity (LMN) with flexible spending accounts (FSA), health savings accounts (HSA), and health reimbursement accounts (HRA) with a prescription.

Product Guarantee
All products are sourced directly from Canadian regulated certified manufacturers and are Health Canada approved. We guarantee 100% original products directly from the source.

Payment
Prices are in Canadian dollars. We accept all major credit cards and Interac debit through secure Apple Pay, Google Pay and Shopify Pay payment services.