Frequently asked questions

Urgent updates

National warehouse move: shipping delays and temporary pause on returns and repairs

Our national warehouse is moving on October 23, 2026. Please expect shipping delays during the transition. To help minimize delays, some items will be shipped from other CNIB SmartLife locations across Canada.

Returns and repairs will be paused as of  October 23, 2026 and will resume on December 1, 2026. Thank you for your patience and understanding while we complete the move.

Why has CNIB SmartLife raised shipping prices?

Courier costs, including fuel surcharges, have increased the cost of shipping across Canada. CNIB SmartLife has adjusted its shipping rates to help cover these costs. We regret the added expense and understand the impact on our clients. Your shipping charge is displayed at checkout after you enter your delivery address, so you can review the total before completing your purchase.

Have a question about CNIB SmartLife? Browse our frequently asked questions below. If you need more help, call 1-866-659-1843 or contact us.

Ordering

Payment

Shipping

Your CNIB SmartLife account

General questions

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Ordering

How can I make a purchase from CNIB SmartLife?

There are three easy ways for you to purchase CNIB SmartLife products:

  1. By phone at 1-866-659-1843 (Monday through Friday, 8:00 a.m. to 7:00 p.m. EST)
  2. Online, by browsing the products section of this website and making your purchase securely with your credit card
  3. In store, by visiting one of our CNIB SmartLife community locations nationwide

I placed an order by phone or on this website. How long will it take until I receive my order?

In-stock items ship within 48 hours. If your purchase has not arrived within two weeks, please contact us toll-free at 1-866-659-1843 or contact us via our webform.

How long does it take for a back-ordered item to be sent?

This is dependent on the supplier who we order the product from. If the supplier is out of stock for the item, it may take anywhere from a few days to a few months to receive it. Once back-ordered items are back in stock, they are shipped out within a day or two. If you have questions about a specific product you’ve ordered, please feel free to call us toll-free at 1-866-659-1843.

Please note some products have the following acronyms at the end of the description:

SP - Special Order

NR - Non Returnable 

Final Sale -  Online Only - Final Sale, no returns, refunds, or exchanges.

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Payment

What currency do you take?

All prices are shown in Canadian dollars, and if you pay by credit card, it will also be charged in Canadian dollars.

What payment methods do you accept?

If you make your purchase in-person at one of our stores, you can pay by credit card, cash or debit. If you’re ordering by phone or online, we accept PayPal, MasterCard and Visa. We also accept payment by Visa & Mastercard debit card.

IMPORTANT NOTE: If you’re paying by credit card, please ensure that the billing address for your credit card matches the billing address entered at the checkout process for security purposes and to prevent any delays in your shipment. If you have recently moved or are unsure of your billing address, please contact your credit card provider via the telephone number on the back of your card to confirm your registered billing address.

Why can't I pay by cheque?

We don’t accept cheques for online orders because mailing and processing them can delay delivery and create barriers for customers with vision loss. You can still pay by cheque at our physical stores, or use PayPal for a convenient online payment option.

How do I set up a PayPal account?

To pay through PayPal using your bank account, create an account at paypal.ca and follow the setup instructions. You may also be able to pay by credit card through PayPal without creating an account.

Do I need a PayPal account to checkout with PayPal?

You don’t need to sign up for a PayPal account if you are using your credit card to pay securely through PayPal. But if you’d like to link PayPal to your bank account, then yes, you will need to set up a PayPal account.

How do I know my online purchase is secure?

Your payment information is encrypted to help protect it during checkout. To avoid payment issues or shipping delays, enter the billing address registered with your credit card provider. If you’re unsure, call the number on the back of your card.

What do I do if my credit card is declined?

If your payment is declined, check your credit card details and try again. If the issue continues, or you receive a decline notice after an order confirmation, contact your card provider about your CNIB SmartLife purchase.

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Shipping

What are your shipping rates within Canada?

After adding products to your shopping cart, enter your delivery address at checkout to see the shipping charge for your order. You can review this charge before completing your purchase.

Where do you ship from?

We ship all orders from our warehouse located at 1929 Bayview Avenue in Toronto, Ontario.

I don’t live in Canada. Can I still order from your website?

At this time, we only ship within Canada. Unfortunately, if you live outside of Canada, we will not be able to ship your order.

How can I track my order once it has shipped?

Once your order has been fulfilled and arranged to ship, you will receive an automated email notification from Shopify which includes a tracking number for your parcel. Simply click on the tracking number to determine the status of your delivery. Shipping that is noted as FedEX is incorrect, these are Purolator orders due to technical issues. 

Should you have any further questions, please contact us toll-free at 1-866-659-1843 or contact us via our webform.

I have received my tracking number, but the Canada Post website shows it as being unavailable. What does this mean?

If you receive a message telling you that your tracking information is unavailable, it doesn't necessarily mean your item hasn't been mailed. Depending on how recently your item was mailed, tracking information may not be immediately available (this is most likely to occur in rural locations).

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Your CNIB SmartLife account

I’ve forgotten my log-in information for your website. What do I do?

Click the “Login/Register” link on the top right corner of the CNIB SmartLife homepage. You can then click on “Forgot password?” and fill in the email address you provided during registration. We will then send you your password via email. If you are still having trouble, please get in touch with us at 1-866-659-1843.

How can I change the shipping address you have on file for me?

Log into your account page by clicking the “Login/Register” link on the top right corner of the CNIB SmartLife homepage. From there, you’ll be able to access your account information and change your shipping address.

Can I be assured that my personal information will not be shared?

CNIB Smartlife values our customers and respects their privacy completely. We only collect customer information to fulfill your order, to improve your shopping experience and, if you choose, to communicate with you about our products, services and promotions. We do not sell or rent your personal information to third parties. And any promotional emails that we send to you will contain an “unsubscribe” feature that allows you to remove yourself from future communications.

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General questions

Where do CNIB SmartLife proceeds go?

All proceeds directly support CNIB’s vital services, which help people across Canada overcome the challenges of losing their sight.

Where can I find information about your store locations and hours?

See our store locations and hours.

How can I be notified about CNIB SmartLife promotions or new products?

When you purchase a product from CNIB SmartLife, you can opt-in for email notifications during the check-out process. Through these notifications, you’ll learn about the latest trends in assistive products and technologies, and be the first to read about great savings on our everyday products for better living.

Does CNIB SmartLife sell watch batteries?

We do not sell watch batteries, and are unable to provide watch maintenance services, like changing watch batteries or straps, or repairing watch crystals. We recommend you visit a local jeweler or department store watch repair shop if you require these types of services.

What if I can’t find the answer to my question on this page?

If you need any further information, please contact us toll-free at 1-866-659-1843 (Monday through Friday, 8:00 a.m. to 7:00 p.m. EST) or contact us via our webform. Our customer service team will be happy to assist you.

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