Customer Care

FAQ

How do I place an order?
Upon your first visit, you will be prompted to register and submit professional ID. This official ID card can be sent by email or fax. It may also be scanned on the website directly. Once approved, you will receive a temporary login passcode to log on and start shopping.
Can I place an order directly over the phone?
No. Our website provides an order confirmation number as well as an invoice estimate at the checkout. For this reason, we ask that you place all orders through our website only.
I placed an order but forgot to add an item?
If you already proceeded to the checkout, please place a new order.
Can I leave items in my Cart and checkout at a later time?
Yes you can. You just need to log in using your email address and password upon your return. We suggest proceeding to the checkout as soon as possible as some items on backorder are allocated based on first come, first serve.
I submitted an application for a passcode but didn't get any reply yet?
Our website sends an automated reply with your passcode to the provided email address in your application. It could have been redirected to your junk mail inbox. Please be sure you submitted an official ID card for approval. No applications will be approved without official ID: a regular picture of yourself -even in uniform- or a business card alone will not be accepted for approval. If you submitted your ID card by fax, please be sure it was legible. We also recommend that you write your full name and email next to the ID card so we can trace who the fax is from. Please do not submit multiple applications unless you made an error in the information provided on the account application. Usual application wait time is 3-5 business days.
Do you sell prescription eyewear on the Forces program?
Regular prescription eyewear is not available through the Forces program. Your best bet is to go to your closest authorized Oakley optometrist, as here in Canada we cannot legally sell prescription parts to an end consumer. It is possible to order sunglasses through the program and then visit a local retailer for prescription lenses afterwards. The only prescription part offered on the program is the SI Rx carrier. It can be found under Prescription compatible. This carrier is compatible with the Si Ballistic M-Frame 2.0 and the Si Ballistic Goggle.
Do you have a paper version catalog of the products available on the program?
In an effort to save paper and do our part for the environment, our website serves as our catalog for the program. It is also updated frequently so you have access immediately to the latest available products.
I would like to have my Forces discount applied on a model I saw on your website www.oakley.ca?
We don't offer a discount based on your job or status but rather a program with a pre-determined product selection. Purposely all sunglasses found on the program come with Black frames and Grey lenses: so they can be worn while in uniform. If the model you are looking for is not on this website, it's not eligible for the Forces program.
Do you have Women's specific models available on the program?
Yes we do! Please check out Women’s specific page in the eyewear section.
What is the expected delivery time on my order?
Most of our products are shipped out of California. Eyewear delivery time is 3-4 business days to most locations in Canada. Footwear, Apparel and Accessories are now shipped via FedEx AIR or GROUND services. Delivery times vary, based on the final destination and weather conditions. A good average is 3-4 business days for AIR service and 7-10 business days (GROUND) to reach Toronto or Montreal.
Where can I have my orders shipped to?
We can ship orders to anywhere in Canada. As the courier services we use will request a signature upon delivery, we are unable to ship to PO boxes. The only exception is for Station Forces PO boxes as there is usually a person physically on site to sign for the reception of the delivery. Sorry, we are not able to ship outside of Canada.+
I received the eyewear from my order but the gloves are missing?
All orders are split between eyewear and footwear/accessories as they ship from 2 different facilities. If you received part of your order, chances are very good the rest of the order is on its way. You can contact customer service at 1-877-625-5396 where any of our sales representatives can help you track your order.
I only received part of the eyewear on my order?
This means the missing items are backordered. Backordered items are placed in the priority queue as they are allocated on a first come first serve basis. They are kept on open status and ship out automatically as they become available. Waiting time is usually around 5-30 business days but unfortunately no exact ETA is provided by our production teams in California.
I was informed some glasses were backordered, when can I expect them?
Unfortunately no exact ETA is provided by our production teams in California on backordered items. My best bet is to place the orders in the systems as they are placed in the priority queue: they are then allocated on a first saved first served basis. Backordered items are kept on open status and ship out automatically as they become available. Waiting time is usually around 5-30 business days
Do you have a refund policy?
Your satisfaction is guaranteed. If you are not satisfied with your Oakley purchase, please call (877) 625-5396 or email at forces@oakley.com for a Return authorization (RA). Customized product or product that has been abused may not be returned under any circumstances. For all other products, if the item is returned unopened in the original box, we will exchange it or provide you a refund based on your original method of payment. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that was included with the product. Returns that do not meet these conditions may be subject to a 15% restocking fee. Footwear must be in resell-able condition and present no signs of wear.Material Return cost:  please note all returns are at the customer expense on the forces program.
Can I exchange my pair of sunglasses for another model?
As we don't have physical inventory at our head office in Canada, we will create a Return Authorization for the returned product to be refunded on the original credit card. At the same time, a replacement order for the requested product will be placed. Just send us an email at forces@oakley.com with as much information about the original order. (Name of person who ordered the product, date and any document number you may have in your possession) Also provide your full delivery address, the product you would like to return and the desired model in exchange.
I ordered the wrong size, can I exchange my product?
Yes, the same procedure applies for Footwear, Apparel and Gloves. Just send us an email at forces@oakley.com with as much information about the original order. (Name of person who ordered the product, date and any document number you may have in your possession) Also provide your full delivery address, the model/size you would like to return and model /size desired in exchange. Footwear must be in resell-able condition and present no signs of wear
Out of stock item?
For footwear and gloves, we receive stocks each season. If an item is out of stock at order processing time, as we are not able to keep backorders like for eyewear: they will automatically be cancelled from the order. Our website is updated frequently to reflect availability on such items.
Is there a tracking number available for my order?
Once an order is placed on delivery and picked up by FedEx, a tracking number is then available. To receive this tracking number, you need the name of the person who placed the order as well as the order confirmation number, provided at the end of the checkout process. You can then call Oakley Canada customer service at 1-877-625-5396 where any of our sales representatives can help you out.
Do you have a sizing chart available?
Yes we do. Please visit the Sizing Charts page here
Are there any local retailers I can buy Forces products directly from?
Yes there are retailers in Canada! Please visit the Dealers page at the top of your screen.
I broke my glasses, what can I do?
All Oakley eyewear is warranted for one year from the date of purchase against manufacturing defects. Coverage is valid only with proof of purchase from an Authorized Oakley Dealer or Forces order confirmation number. The Oakley warranty program does not cover scratched lenses. Alteration of Oakley products will void warranty. For accidental damage, we can replace the damaged parts for a nominal charge. Please contact customer service at 1-877-625-5396 to set up a Warranty repair file or send an email to forces@oakley.com.
What is you Footwear warranty policy?
All Oakley footwear and accessories are warranted against defects in materials and workmanship for 90 days from the date of purchase. Manufacturer’s defects will be determined by Oakley, Inc. Valid claims will receive a credit toward exchange of the Oakley footwear product. Improper fit is not a valid criteria for warranty. Warranty valid only with proof of purchase from an Authorized Oakley Dealer or Forces order confirmation number. Misuse, abuse or alteration of product voids warranty.