First generation Focals are no longer available for purchase.
Learn more here

First generation Focals are no longer available for purchase.
Manufacturing and sales have ended as of December 3, 2019. Learn more here.

My prescription was rejected. What do I do?

Orders for prescription Focals require a valid eyeglasses prescription that's approved by an optician before your order can be fulfilled.

You can upload your prescription before your appointment by logging in/creating a North account. Select Prescription and upload a digital copy (JPG, PNG, or GIF).

Valid prescriptions are:

  • Within the supported range (-4.00 to +2.00 SPH and 0 to -2.00 CYL)
  • Not expired
  • Clear, legible, and not cropped in any way

Prescriptions can be rejected for a few reasons. If the prescription you used was rejected, try these tips from the reasons below to get your prescription accepted:

Outside the supported range

Focals support single vision correction (no bifocal) prescriptions with a sphere (SPH) value of -4.00 to +2.00 and a cylinder (CYL) value of 0 to -2.00.

At this time, Focals do not have any progressive (ADD) support.

If your prescription isn't supported, you can upload a new prescription from your eye doctor or order non-prescription Focals instead. 

Already paid for prescription Focals? Contact us to change your prescription order to non-prescription.

Special instructions or conditions required
Some lenses and coatings aren't compatible with Focals.

If your prescription indicates that you require a certain lens type or coating (like anti-fatigue), try uploading a new prescription from your eye doctor or change your order to non-prescription Focals.

Already paid for prescription Focals? Contact us to change your prescription order to non-prescription.
Can't be read
Prescriptions can be rejected if the image uploaded could not be read or appeared cropped. Try re-uploading your digital copy, visit your eye doctor for a new prescription, or change your order to non-prescription Focals.

If you already paid for prescription Focals and want to change your order to non-prescription Focals, contact support@bynorth.com.
Expired
Expired prescriptions can't be filled.

You'll need to visit your eye doctor for a new prescription before you can place an order for prescription Focals.
Missing information
Valid prescription requirements can vary across provinces/states.

It's possible that the prescription you uploaded is missing important details like contact information, issue/expiry dates, or authorizing signatures.

You'll need to visit your eye doctor for a new prescription in order for us to proceed with your prescription Focals order.
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