Order Support Help

Track the status of an order and request support all by logging into your order status page with your order number and email address. Registered customers may also login to their account and access the status from the order invoice.

Check Status Now    My Account  
 

Lost your email address or order number? Locate an Order Number

Save time using the self-help order management options and creating a new support ticket online using the "Submit a Request" menu (see example below).
 

Create New Support Ticket  
 

Lost your email address or order number? Locate an Order Number

The Order ID/Number is a random combination of letters and numbers usually around 7-14 characters long.
   
To request another order confirmation email including the order number, please Email Us from the same email address used to place the order and another copy will promptly be sent. Registered customers may log in to the account and access the order history for these details.
 

No more email access?

To request a change of email address for the order or account, please Email Us with the following information:
 

• Customer name
• Billing zip code
• Last four digits of the credit card
• Previous email address

  Email Order Support

General Processing Times

Processing times may vary based on the type or brand of the product. Please see details below.

Product Types
Frames Only	1-5 Business Days*
Frames & Lenses	1-5 Business Days*
Add 1 business day for Color Tinting Add 2 business days for Drilling & Mounting Add 3 business days for Progressive/Bi-focal lenses
Contact Lenses	1-5 Business Days*
Accessories	1-3 Business Days*

 

Special Order Brands

Processing time for the following brands may take around 2-4 weeks.

*Processing Details

1. The processing time is in addition to the shipping transit times. Orders are shipped after processing.
2. Products available for "Rush Shipping" may vary based on the options available. See the product page for details.
3. Existing orders may check their Order Status for an estimated shipping date.
4. Orders are processed Monday to Friday, excluding major US holidays.
5. Orders placed after 12 PM EST are processed the following business day.
6. Processing times shown are estimates and may vary based on the current load or manufacturer availability.
7. The description of a product may also specify if an item may have a longer processing time than usual.
8. To check the current availability of an item before ordering using the Request Product Availability form. 
9. Product availability is subject to change at any time.
10. Orders on "Hold" are not considered processing.

For further information on how we process orders, please see the Order Support section.

 

Back-Orders

Due to the unexpected popularity of a particular item, an order may be temporarily delayed due to an item being on back-order. Generally, when an item is on back-order, the delay is likely nationwide with the manufacturer and other retailers.

Should an item happen to fall on back-order, an email notification including an estimated availability date is sent to the customer. The estimated availability date is the date the item is expected to become available and for the order to begin processing as per the processing times advertised. However, the estimated availability date is not guaranteed and is subject to change at any time. Accordingly, back-ordered items may ship sooner or later than the estimated date provided. All back-orders are filled on a first-come-first-serve basis, and it is our priority to get your order to you as soon as possible.

Back-ordered items are not billed until the back-ordered item becomes available. If there are multiple items in your order, the items which are available will ship immediately, and the back-ordered items will ship once they arrive via standard shipping at no extra shipping cost (for US customers only).  Once an item becomes available, the account will be billed and the estimated shipping date will be posted to the Order Status page without any back-order notice.

To check the current availability of an item before ordering, please Submit a Product Availability Request.

All orders are processed Monday - Friday (excluding major holidays)

Status	Definition
Pending Prescription Verification	New prescription order pending prescription verification. Prescription orders are verified by a valid prescription prior to processing. Please see the Prescription Verification section for further details and how to provide a prescription for verification. Prescriptions provided after 12 PM (EST) are verified the following business day. Phone verifications may take 1-2 additional business days. Upon verification, a confirmation email is sent to the customer and the status is set to Pending for further review by the orders department.
Pending	New order waiting to be received by the orders department. Orders placed after 12 PM (EST) are received the following business day.
Hold	Order processing is suspended due to a problem with the order. The order is suspended until all issues are resolved. Issues may involve the payment, prescription, or further attention required from the customer. The Order Status Page displays information about the hold with instructions for resolving the issue.
Processing	The order is being verified, produced, and prepared for shipment.   Order is evaluated and verified for availability. The estimated shipping date is posted on the Order Status Page. Frames and lenses orders are crafted. Order is inspected for quality assurance. Order is packaged and prepared for shipping. Orders are processed as per the Product Processing Times
Shipped	All items in the order have been shipped and the order is finalized. Orders with multiple shipments will remain Processing until all items have been shipped.
Finalized	For refunds only. The refund is issued and finalized. Refunds may take up to 7 business days to post to the statement.
Canceled	The order is canceled and is no longer processing. The cancellation date/time and reason may be found on the Order Status Page.

Report a problem with an order to the escalation department via email. Include any photos available for better assistance.

Common types of problems include:

• Receiving an incorrect or damaged product
• Experiencing vision problems with a lens order
• Receiving unsatisfactory service
• Technical website problems

Report a Problem