Why are contact lenses delayed, and what are my options if my order is affected?
Delays in receiving contact lenses can occur for various reasons, including manufacturer backlogs, custom manufacturing processes, and shipping or carrier delays. Below, we explain these reasons in detail and outline possible solutions to help you manage such situations effectively.
Common Reasons for Delays
1. Manufacturing Backlogs
Sometimes lenses are subject to backorders due to supply chain constraints at the manufacturer level. These delays are not caused by the retailer but stem from the manufacturers themselves.
2. Custom and Made-to-Order Lenses
Some lenses, including Biofinity Toric Multifocal, Bausch + Lomb ULTRA Multifocal for Astigmatism, and Biofinity XR Toric, are custom-made for each prescription and will have an extended backorder.
3. Shipping or Carrier Delays
During high-demand periods, such as holidays, carriers may experience backlogs. This could result in delays in updating tracking information or extending delivery timelines. Even if your order leaves the retailer's facilities on time, these external factors may affect the package's final delivery schedule.
Options if Your Order is Delayed
If your contact lens order faces delays, consider the following solutions to address the situation:
Split Shipment - You can request to split shipments, receiving lenses for one eye first if the other is on backorder. This approach minimizes waiting time for some of your lenses.
Change Pack Size or Switch Brands - Opt to switch to a larger pack size (e.g., 90-pack) or change to a different brand if possible, potentially with adjusted charges or discounts. These alternatives could enable faster fulfillment if your preferred lenses are unavailable.
Wait for Fulfillment - If partial shipments or brand switches are not ideal, we recommend waiting for stock replenishment. While exact delivery dates aren’t always available, this option suits those who prefer receiving a complete order.
Also, as lenses are ordered directly from the manufacturer, it's likely other suppliers won't have them available to be shipped out right away thus starting the backorder process again with them.Return and Refund Policy - You may be eligible for refunds or returns depending on your order status and retailer policy. For lenses under production (e.g., custom-made orders like Biofinity XR Toric), cancellations are often unavailable during manufacturing.
FAQ
Are Biofinity Toric Multifocal lenses discontinued?
No, Biofinity Toric Multifocal lenses are not discontinued. They are custom-made products, which require a longer processing time before shipping.
Why wasn’t I informed about delays before checkout?
Product pages for custom-made lenses, such as Biofinity Toric Multifocal, typically include information about the expected processing time (e.g., 7–10 business days or information about their made to order status). Be sure to review item details carefully before placing your order.
Why are toric lenses often on backorder?
Toric lenses face backorder issues due to manufacturer and supplier delays, a challenge affecting the entire industry and not specific to individual retailers.
What if my shipment hasn’t arrived yet?
Shipping carriers may face processing delays during busy periods. If tracking for your package isn’t updating, it may take 24–48 hours for updates to show after the carrier has received it.