Terms of Trade

At Mr Optical (we or us), we are committed to providing you an easy and convenient method of ordering eyecare products online.  If for any reason you are not satisfied with our products, we offer a 100% satisfaction guarantee on the terms set out below.  By ordering goods or services from us, you are agreeing to the terms and conditions below.

1.       Ordering

1.1     If you order eyecare products and related products and accessories (Products) through this website (Site), these terms and conditions will apply to your order.

1.2     By placing an order at this Site, you are making an offer to purchase goods from us.

1.3     When placing an order, you must provide us with current, complete and accurate information where we request it so that we can provide you with goods and services.

1.4     After we receive your order:

(a)       we will send you an email confirming the details of your order; and        

(b)      in that email, we may ask you to provide additional information or require you to confirm your details to enable us to process your order.

1.5     We will accept or reject your order within 5 business days of receipt of your order.

1.6     If we accept your order:

(a)       the order will constitute a separate agreement incorporating these terms and conditions;

(b)      you must pay for and accept delivery of the goods ordered; and 

(c)       we will send you an email notifying our acceptance of your order.

1.7     We are never bound to accept an order and we may reject your order for any reason whatsoever.

1.8     If we reject your order, we will send you an email notifying you of the rejection and that we will refund all payments made in relation to that order.  You should expect to receive your refund within 20 business days of receiving the email.

1.9     Once your payment is cleared, we will usually consider whether your order should be accepted either on that day or the following business day.

1.10   Orders received between Fri 5:00pm EST and Mon 9:00am EST will usually be considered for acceptance on the following Monday. 

2.       Product Descriptions and Availability

2.1     While we take great care to display and describe all goods as accurately as possible, the product you receive may be different than it appeared on the device used to view our Site, and we cannot guarantee that your device will accurately display the actual colours and dimensions of the products (see 8.1 for our returns policy).

2.2     All goods are sold subject to availability.

2.3     If we determine that we do not have a particular Product in your order in stock, then we will use reasonable endeavours for 30 days to order the relevant Product (Back Ordered Product).

2.4     We will notify you immediately of the relevant Back Ordered Products and the anticipated delivery date.  In that case, you can let us know if you wish to wait for the order, or wish to cancel the order.  Any payment you have made will be fully refunded if you wish to cancel an order for Back Ordered Products after your payment has been processed.

2.5     Without limiting the operation of any other Terms and Conditions herein, Mr Optical is not responsible for any loss or damage caused by late delivery or cancellation of an order or a product.

3.       Variation or Cancellation of order

If we cancel your order

3.1     While we have strived to ensure the accuracy of prices, images and information displayed on this Site, we are not responsible for any error and may cancel your order for any reason after we accept it, including the unavailability of the product, an error in the price, image or the product description posted on the Site, or an error in your order.

3.2     If we cancel your order, we will send you an email notifying you of the cancellation and that we will refund all payments made in relation to that order.  You should expect to receive your refund within 20 business days of receiving the email notifying you of the order’s cancellation.

If you vary or cancel the order

3.3     If you decide to change or cancel your order after we notify you of our acceptance, please contact us by email at sales@mroptical.com.au as soon as possible.  

3.4     For custom made contact lenses, if your product has already been ordered from our supplier, you cannot cancel or change your order. 

3.5     For spectacle frames, lenses and non custom-made contacts lenses, we may cancel or change your order at our sole discretion.  For further information please refer to the section on our Returns Policy.

3.6     If we change your order as requested, we will send you an email notifying you of the change in your order.

3.7     If we cancel your order as requested, we will send you an email notifying you of the cancellation and that we will refund all payments made in relation to that order.  You should expect to receive your refund within 20 business days of receiving the email notifying you of the order’s cancellation.    

4.       Prescription

4.1     To order prescription glasses and contact lenses, you must:

(a)       have a valid eye prescription prescribed within the last 2 years by an optometrist, ophthalmologist, or other eyecare practitioner who is qualified in the jurisdiction in which you were prescribed the prescription;

(b)      enter the prescription as prescribed into the relevant fields when ordering through our Site, including:

(i)         if for contact lenses, contact lens prescription and the brand and type of lens;

(ii)       if for glasses, the glasses prescription and the type of lens; and your pupillary distance. Your pupillary distance (PD) is the distance between your 2 pupils measured in mm. If this measurement is not listed on your prescription, we recommend you contact your eyecare practitioner to obtain this measurement.  If this is not possible, then click here to see how you can obtain this measurement yourself.  If no measurement is entered in your order, you consent us to use the average measurement of 65mm for men and 62mm for women for your distant PD.  You consent to us using the average measurement of 62mm for men and 59mm for women for your near PD; and

(c)       send us a copy of your prescription if we request it.  If you cannot supply us with the prescription when requested, we may reject your order.

4.2     Eye prescription for glasses and contact lenses are different.  You must enter the right prescription when ordering your product.

4.3     We will rely upon the prescription provided by you and the goods will contain lenses matching the prescription that you provided. It is your responsibility to make sure all details are correct.

4.4     If you are not sure of the appropriate type of lens, you must consult your registered medical practitioner, registered ophthalmic optician or registered optometrist before placing an order.

4.5     If you do not know how to read your prescription, please click here.

4.6     We reserve the right not to supply contact lenses or glasses if we feel that the selected lenses are not in accordance with the specifications provided by your optician or optometrist, or may put you at some risk.  

5.         Payment

5.1     We accept the following types of payment:

(a)      Visa or Mastercard credit cards;

(b)      Paypal

(c)       Mr Optical gift vouchers.

5.2     If you choose to pay by credit card, you authorize us to debit the amount payable, including any freight and handling fee, from your nominated credit card.

5.3     If we are unable to successfully process your credit card, Paypal payment, Mr Optical gift voucher, we will contact you for alternate means of payment. If you do not pay in full within 7 days of us notifying you, your order will be rejected.

5.4     You must not pay, or attempt to pay, for products through any fraudulent or unlawful means.

5.5     Once we receive payment in cleared funds, we will process your order and notify you of our acceptance or rejection of your order, or we may request further information.  Please allow the following times for your payment to be processed by the financial institutions:

(a)       Credit and debit cards – usually 1-2 working days.

(b)      Paypal – usually 1-2 working days

(c)      Mr Optical Gift Vouchers – usually 1 working day.

5.6     We will provide you with a tax invoice at the time of delivery specifying the total fees and charges for the products in the order.

6.       Delivery

6.1     We deliver your glasses or contact lenses to addresses in Australia only.  We may, in our sole discretion, choose not to deliver to certain addresses and we may reject your order and notify you accordingly.

6.2     We will send our parcels with Australia Post using registered mail, or through our courier.

6.3     It is your obligation to provide the correct delivery details when placing any order and be present at the delivery address during working hours to receive your order as the postal carrier may require your signature on delivery.

6.4     Risk and title to any goods delivered passes to you upon delivery of the goods to the delivery address.

6.5     Product prices displayed on our Site exclude delivery. Delivery fees are as shown at the checkout screen. Delivery fees are included in the total cost of the order.

6.6     The following are the estimated times for your product to be dispatched after your payment is cleared (subject to availability):

6.7     There will be rare cases where there will be unexpected delays during the fitting process in the laboratory, or if your contact lenses are out of stock at the supplier. We will notify you of any such delay and give you a revised estimated delivery time.

Shipping costs and times

6.8     Shipping costs vary depending on the destination of your order.  Please see the table below for specific rates, which are subject to change.

Please be aware that the above is an estimate only and we cannot guarantee delivery times.  Our estimated shipping dates are based on several factors, including the destination address.

What if the estimated delivery date has passed and I still haven’t received my products?

6.9     If you haven’t received your products 20 business days after placing your order, please email us and provide us with your order information so we can check the status of your order.

Undeliverable Packages

6.10    Packages may be returned to us as undeliverable in certain situations. When an undeliverable package is returned to us, we will notify you at the e-mail address you gave us when you placed the order, and advise you of your options, including if you wish your order to be sent to an alternative address.  We may charge additional postage and handling fees to have the package resent to you.

6.11    A package may have been undeliverable for one of the following reasons:

(a)       item is too big for a PO Box;

(b)       incorrect address;

(c)       carrier cannot deliver to the address; or

(d)      other address problems.