Orders that contain made-to-order items can sometimes be challenging to update.
Items such as Biofinity XR Toric, Biofinity Toric Multifocal, Bausch and Lomb Ultra Multifocal for Astigmatism and Purevision 2 for Astigmatism are considered made-to-order items.
This entails an extended backorder of 4-6 weeks as well as a lowered probability of being able to make updates to the order for some of the products mentioned.
For the Coopervision products (Biofinity XR Toric and Biofinity Toric Multifocal) we are not able to cancel or make any changes to the prescription, address, quantity or shipping method once the order reaches the manufacturer as they are being made overseas and the manufacturer no longer accepts requests to change the order. As such, we can only provide a return label for the items to be sent back for a refund or exchange once back at our facility.
For the Bausch and Lomb products (Bausch and Lomb Ultra Multifocal for Astigmatism and Purevision 2 for Astigmatism) we can still make changes to the order: the address, quantity or shipping method can be changed as long as the order hasn't been shipped. The prescription can also be changed if the order hasn't been shipped, but this will start the backorder process again.
When placing an order for made-to-order items we recommend placing it with enough time before your supply is due to end to avoid the risk of running out of lenses before the new set arrives. Also, if you are due to travel we recommend placing the order well in advance to ensure they arrive before you leave the location or that at least there is someone at the location who can retrieve the lenses and keep them safe until you return or return them to us.