Why Was My Contact Lens Prescription Rejected? (And How to Fix It!)

We know it is incredibly frustrating to hear that there is an issue with your prescription. We want to get your contact lenses to you as fast as possible!

However, because contact lenses are medical devices, U.S. federal law requires us to verify a valid, active prescription before we can ship your order.

If you received a notification that your prescription was rejected, it is usually due to one of the quick-fix reasons below. Find the reason from your email to see how we can get your order back on track:

Common Rejection Reasons & Quick Fixes

1. The document wasn't an official prescription

To safely fill your order, we need a copy of your actual prescription signed by your doctor. We cannot legally accept:

• Photos of your contact lens boxes or packaging.

• Sales receipts, invoices, or billing statements.

• Handwritten notes without a doctor's signature or clinic details.

👉 The Fix: Please reach out to your eye doctor’s office and ask them to email or text you a copy of your official prescription. We don't mind if it's a PDF or just a photo—as long as it is valid and contains all the things we must have:

• Contact lenses prescription values

• Your contact lens brand is clearly mentioned.

• The doctor has signed it.

• We can clearly see the doctor's details (name, clinic name, phone number, and fax number).

2. A glasses prescription was uploaded instead

Even though your eyes are the same, glasses and contacts prescriptions are completely different! Contact lenses sit directly on your eye, so their prescriptions require extra details (like the specific brand of lens, Base Curve, and Diameter) that glasses prescriptions do not have.

👉 The Fix: Double-check your document. If it doesn't list a contact lens brand (like Acuvue, Biofinity, etc.), it is likely a glasses prescription. You will need to upload your dedicated contact lens prescription instead.

3. The prescription has expired

By law, contact lens prescriptions are typically only valid for one year from the date of your exam. If the expiration date on your document has passed, we legally cannot ship your lenses.

💡We can still use your expired prescription - we'll just need your doctor's fax number so we can validate it with them!

👉 The Fix: You will need to schedule a quick eye exam or contact lens fitting with your local eye doctor to get an updated prescription. 

4. It was an international prescription

Because we only ship contact lenses within the United States, we can only accept prescriptions written by a licensed U.S. eye care professional. We cannot accept prescriptions from doctors outside of the U.S.

👉 The Fix: To order contacts through our site, you must provide a valid prescription from a licensed U.S. optometrist or ophthalmologist.

5. Important information was unclear or unreadable

Sometimes, the document uploaded is just a little too blurry, cropped, or dark for our verification team to read.

👉 The Fix: Take a fresh, clear photo of your prescription in a well-lit room, making sure all four corners of the page are visible, and resubmit it.

What Should I Do Next?

Getting your order moving again is incredibly easy. You can choose whichever option is easiest for you:

Option A: Upload it directly (Fastest!)

Go directly to our Prescription Upload Portal.

1. Enter your Order Number and the Email Address associated with your order.

2. Upload your PDF or clear photo.

3. Our verification team will immediately review it and get your order moving!

Option B: Just reply to our email

Simply reply directly to the rejection email we sent you and attach the photo or PDF of your valid prescription. Our support team will grab it from your reply and update your order for you.