How does prescription verification affect my order status, and how can I ensure successful processing?
Overview of Prescription Requirements
We require a valid, updated prescription for contact lens orders to comply with regulatory standards. Orders may be placed on hold until prescription information is verified or updated. To ensure prompt order processing, follow the guidelines below for submitting and verifying your prescription.
Order Hold Scenarios and Resolutions
Why Your Order May Be Placed on Hold
Pending Updates to Prescription: If you are updating your prescription or deciding on next steps, your order will remain on hold until instructions are provided.
Expired or Missing Prescription: Orders are placed on hold if the prescription on file has expired or is missing. In this case, a valid, up-to-date prescription must be provided.
Non-Contact Lens Prescription: Submitting an eyeglass prescription, which differs from a contact lens prescription, will result in the order being placed on hold. To proceed, submit a valid contact lens prescription or the relevant lens parameters from your contact lens box.
Pending Verification: If your prescription is still being verified through your doctor, the order will be kept on hold until your doctor provides the required confirmation or updated details.
Mismatched Brand or Parameters: Contact lenses must align with the brand and parameters on the prescription. Any discrepancies will place the order on hold until resolved.
Inventory Availability: Delays may occur if specific prescription strengths are out of stock and need to be procured from the manufacturer.
Resolving Holds
Submit Your Updated Prescription: Upload the document directly to your account, email it to support, or provide it via chat. Ensure it includes all required details (e.g., sphere, base curve).
Verify Prescription Accuracy: Ensure your prescription is legible and includes the full specifications required for your contact lens type or brand.- Provide Optometrist Contact Information: If a valid prescription copy is unavailable, include the optometrist's details for direct verification. This can expedite the process.- Upload a Clear Prescription Copy: Ensure submission of a legible photo or scanned prescription to avoid delays.
Instructions for Prescription Submission
General Submission Process
Include Your Prescription: When placing an order online, submit a valid, legible prescription to ensure immediate processing.
Email Uploads: Send your prescription as an image or PDF attachment to the our support email for verification.
Upload on File: Login to your account to upload an image or PDF of your prescription directly.
Special Requirements for Multifocal Lenses
When submitting a prescription for multifocal lenses, include the following:
Sphere (power) and ADD power for each eye
Cylinder and Axis for toric lenses (if applicable)
Base curve and diameter details
Dominant/non-dominant eye designation
Missing any critical details—especially ADD power or dominant-eye information—will delay processing.
Frequently Asked Questions
What Happens if My Order is Pending Verification?
Orders requiring prescription verification will not progress to shipping until the doctor’s office responds with the requested information. Once verified, the order will proceed.
Why Is My Contact Lens Order on Hold?
Your order may be on hold due to:
Expired or invalid prescriptions
Incorrect prescription type (e.g., eyeglass prescription submitted for contact lenses)
Missing required details for specialized lenses like multifocal lenses
Will My Manual Submission Delay My Order?
No. If all required prescription details were included during checkout, your order will process without additional uploads.
Conclusion
Adhering to prescription submission guidelines is crucial for minimizing delays in order processing.