1. Overview
lensfixers operates this store and website, including all related information, content, features, tools, products and services (the “Services”). Our store is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use and disclose your personal information when you visit, use or make a purchase through the Services, or otherwise communicate with us.
If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing and disclosure of your personal information. By using the Services, you acknowledge that you have read this Privacy Policy and understand how your information is handled as described here.
2. Your prescription & health information
Because we craft prescription lenses, we collect information that is health-related: your optical prescription, your pupillary distance (PD) and other fitting measurements, and in some cases photos of your current lenses or frames so our opticians can verify parameters.
We treat this information as sensitive. We use it only to verify, craft, inspect and support your lens order, and to meet professional and legal record-keeping obligations. It is accessed only by the staff and licensed opticians who need it to fulfil your order, and it is never used for advertising or sold to anyone.
We retain prescription records only as long as needed for order support, warranty service and applicable legal requirements, after which they are securely deleted.
3. Personal information we collect
“Personal information” means information that identifies you or can reasonably be linked to you. It does not include anonymized or de-identified data. Depending on how you interact with the Services, we may collect:
- Contact details — name, shipping and billing address, phone number, email address.
- Prescription & fitting details — as described in section 2 above.
- Payment information — payment card and transaction details, processed securely by our payment providers; we do not store full card numbers.
- Account information — username, password, preferences and settings, if you create an account.
- Order information — items you view, add to cart, purchase, cancel or have remade, and your order history.
- Communications — the contents of messages you send us, such as support inquiries.
- Device & usage information — IP address, browser and device details, and how you navigate the Services.
4. Where it comes from
We collect personal information directly from you (when you place an order, create an account, upload a prescription or contact us); automatically through the Services (via cookies and similar technologies, described in section 7); from our service providers, who collect or process it on our behalf; and occasionally from partners or other third parties.
5. How we use your information
- Providing the Services — processing payments, verifying prescriptions, crafting your lenses, arranging shipping both ways, handling remakes and warranty claims, managing your account, and remembering your preferences.
- Communicating with you — order updates, tracking notifications, customer support and service messages.
- Marketing — sending promotional emails or showing you relevant advertising, where permitted. You can opt out at any time (see section 12). We never use your prescription details for marketing.
- Security & fraud prevention — authenticating accounts, securing payments and detecting fraudulent or malicious activity.
- Legal compliance — meeting legal obligations, responding to valid legal requests and enforcing our terms and policies.
7. Cookies & similar technologies
Like most online stores, we use cookies and similar technologies to run the site (such as keeping your cart working), understand how the Services are used, and support marketing. You can manage cookies through your browser settings; blocking some cookies may affect how the store functions. Where required by law, we will ask for your consent before using non-essential cookies.
8. Our relationship with Shopify
The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit may be transmitted to and shared with Shopify and third parties that may be located in other countries.
We also use certain Shopify enhanced features that draw on data from your interactions with our store, other merchants and Shopify. For those features, Shopify is responsible for the processing of your personal information, including responding to your rights requests. To learn more, see the Shopify Consumer Privacy Policy, and to exercise rights over data processed by Shopify, visit the Shopify Privacy Portal.
9. Third-party sites & links
The Services may link to websites or platforms operated by third parties. We are not responsible for the privacy or security of those sites, so please review their policies. Information you share on public or social platforms may be viewable by others.
10. Children’s privacy
The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority. A parent or guardian may order lenses for a child — in that case, the parent provides the information and holds the account. If you believe a child has provided us personal information directly, contact us and we will delete it. We do not have actual knowledge that we “sell” or “share” the personal information of individuals under 16.
11. Security & retention
We use appropriate safeguards to protect your personal information, and access to prescription data is limited to staff who need it to fulfil your order. That said, no security measure is perfect, and information in transit may not be secure — please avoid sending sensitive details over unsecured channels.
We keep personal information only as long as needed to maintain your account, provide the Services, meet legal and professional obligations, resolve disputes and enforce our agreements.
12. Your rights & choices
Under Canadian privacy law (including PIPEDA) and other laws that may apply where you live, you have rights over your personal information, including the right to access what we hold about you, to correct inaccurate information, to delete information (with certain exceptions), to receive a copy of your information, and to withdraw consent to certain uses.
Marketing choices: you can unsubscribe from promotional emails at any time using the link in any email. We may still send non-promotional messages about your orders and account.
To exercise any right, contact us using the details in section 15. We may need to verify your identity first, we will respond within the time required by law, and we will never discriminate against you for exercising your rights. You may also designate an authorized agent to act for you, with proof of authorization.
Complaints: if you are unsatisfied with how we handle your information, contact us first and we will do our best to resolve it. You also have the right to complain to the Office of the Privacy Commissioner of Canada or your provincial privacy regulator.
13. International transfers
Your personal information may be transferred, stored and processed outside your province or country — for example, by Shopify and other service providers operating internationally — where it may be subject to the laws of those jurisdictions. Where we transfer information out of the European Economic Area or the United Kingdom, we rely on recognized mechanisms such as Standard Contractual Clauses unless the destination has been deemed adequate.
14. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices or for legal and operational reasons. We will post the revised policy here, update the “Last updated” date, and provide any notice required by law.
15. Contact us
Questions about this Privacy Policy, or requests to exercise your rights, can be made through our contact page. We’ll respond as quickly as we can — our care team is available Mon–Fri, 9am–5pm EST.