What Do My Order Statuses Mean?

Track your order in real time using our Order Status page or Live Chat. Here is what each status means and what to do next.

4 Main Order Tracker Steps

1. Order Received

   • What it means: Payment and prescription received. Our optical team is verifying your numbers before sending your order to the lab.

   • Action Needed: None. If any details are missing (e.g., Pupillary Distance), we will email you directly.

2. In Production

   • What it means: Your prescription is approved! Our lab is custom-crafting your lenses and fitting them to your frame.

   • Timeline: Lab production typically takes 3 to 10 business days depending on lens type and prescription strength. (Note: Upgraded shipping speeds apply after production is complete).

3. Order Shipped

   • What it means: Your glasses are packed and handed to the shipping carrier.

   • Tracking: Your carrier tracking link is displayed on screen and sent via email. Allow up to 24 hours for the carrier to update scans.

4. Order Delivered

   • What it means: Marked delivered by the shipping carrier.

   • Can't find your package? Check around porches, mailrooms, or with neighbors. Carriers sometimes scan packages early. If still missing after 24 hours, use Live Chat.

Special Status Updates

• "Waiting for More Details": Production is paused because we need missing info (e.g., Pupillary Distance or prescription photo). Check your email inbox and reply directly to resume production.

• "Hold Production": Production is paused while our support team processes a cancellation or order change request you submitted.

Counting Business Days

• Business days are Monday through Friday (excluding weekends and national holidays).

• Example: Orders placed Friday afternoon begin Day 1 of lab production on Monday morning.

Fast Chat Commands

Open Live Chat and type:

• Check live progress: Type "Check my order status"

• Report a missing package: Type "Package missing"