Customer Service

Order Support

Getting support for your existing order.

Check Order Status

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.

Order Status
Following information available:

Check Status Now    My Account  

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

Back to Top
Product processing times
Please note:

The processing times are in addition to the shipping transit times. Check when your order is shipping by visiting your Order Status page.

Save time:

Customers may check the current availability of an item before ordering using the Request Product Availability form shown on the product page.

Processing times may vary based on the type of products and options, as shown 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*

* The estimated processing time in most common cases. Product availability is subject to change at any time and may vary based on the current availability of our vendors. Orders placed before noon Eastern Monday to Friday (excluding major US holidays) begin processing the same day. Please also refer to the item description for additional processing times details. Please see the Order Support section for more information on how we process orders.

Back to Top
Request Order Assistance
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).

New Online Order Support Request

Self-help order management:
  • Track order status & delivery
  • Request an invoice copy
  • Provide a prescription
  • Update payment details
  • Generate a return authorization
Submit a new support request:
  • Order modifications
  • Provide additional information
  • Resolve a hold
  • Request cancellation
  • General order inquiries

Create New Support Ticket  

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

Back to Top
Locate an Order Number
The Order ID/Number is a random combination of letters and numbers usually around 7-14 characters long.
Order ID/Number Example: A1B2C3D
The Order ID/Number is included in the original order confirmation email sent upon placing the order, along with the email notifications sent after. 

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
Back to Top
Order Status Definitions

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.
  1. Order is evaluated and verified for availability.
  2. The estimated shipping date is posted on the Order Status Page.
  3. Frames and lenses orders are crafted.
  4. Order is inspected for quality assurance.
  5. 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.
Back to Top
Report a Problem

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 

Back to Top

Still have questions?

Contact our support department for further assistance. Customer service