Understanding why an order may be delayed helps set expectations and equips you with the right information to manage your order. Below are some common reasons for delays, how they are addressed, and steps you can take.

One of the most common causes of order delays is waiting for items to arrive from the manufacturer. If an item isn’t currently in the warehouse’s inventory, we may need to wait for the manufacturer to supply the product. This can occasionally lead to delays, typically resolved within a few business days after receiving the shipment from the manufacturer. To alleviate the impact of such delays, we may upgrade the shipping to overnight for quicker delivery once the items are in stock.

Some frames or items are designated as "special order" or "made to order" which means they require additional time to be sourced from the supplier as they contain a prescription that falls outside of the typical range. This process can take five to ten additional business days for the special order item to arrive at the facility. Afterward, normal processing and shipping procedures resume, and you can expect your order to ship within one to two business days. Being mindful of the "special order" designation during purchase can help you plan accordingly.

If your order includes items that are out of stock or backordered with the manufacturer, there could be a delay of one to four business days while waiting for restocking. This step is essential to ensure the quality and accuracy of your order. Customers impacted by inventory backorders are typically notified by email regarding the status of their order.

Understanding the steps we take to resolve these challenges ensures transparent and smooth communication during the purchasing and delivery process.