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What Do My Order Statuses Mean?
We want you to know exactly where your glasses are on their journey to your doorstep!
Because our glasses are custom-engineered medical devices, they go through a careful crafting and quality-checking process before they ship. When you check your Order Status Portal, you will see a live 4-step progress bar.
Here is a simple, step-by-step guide to exactly what each status means:
1. "Order Received" (Preparing & Validating)
What it means: We have successfully received your payment, frame selection, and prescription details!
The "Validating prescription" Check: If your progress bar shows "Validating prescription" or your tracker says "Prescription details received. We will start producing your glasses ASAP," our certified optical team is performing a quick manual verification check.
Why we do this: We check all your technical prescription parameters (like Sphere, Cylinder, Axis, and Pupil Distance) to ensure your lenses are safe, accurate, and perfectly matched to your frames.
Do you need to do anything? Nope! If our optical team has any questions or needs clarification, we will reach out to you directly by email. Otherwise, your order will automatically advance to the production phase.
2. "In Production" (Crafting Your Lenses)
What it means: Your prescription is approved, and our optical laboratory is actively custom-crafting your glasses.
On your tracking screen, you will see this update:
"Crafting your new pair will take about X business days."
Why does crafting time vary?
The number of business days shown on your tracker (typically 2, 3, 4, or 6 business days) is dynamically calculated based on your lens complexity:
| Lens Type | Lab Production Time |
| Single Vision - Regular RX | 3 Business Days |
| Single Vision - Strong RX | 6 Business Days |
| Multifocal (Progressive / Bifocal) | 6 Business Days |
| Prescription Sunglasses | 6 Business Days |
Note: Production runs on business days (Monday through Friday). Weekends and federal holidays are not included.
3. "Order Shipped" (En Route)
What it means: Your glasses have successfully passed our strict quality control inspection, been packed securely, and are officially with the shipping carrier!
On your tracking screen, you will see this update: "Your order is on its way. We hope you're as excited as we are!"
Where is my tracking number? Your live shipping carrier tracking link (e.g., USPS, FedEx, DHL) will be displayed directly on this tracker page, and we will also email it to you instantly.
Is your tracking link not updating? Don't worry! It can take up to 24 hours for the shipping carrier to scan your package and update their tracking portal.
4. "Order Delivered" (Arrived!)
What it means: Your package has officially been marked as delivered by the shipping carrier.
If you received your package: Go ahead and open it, try on your beautiful new frames, and enjoy your perfect new vision!
If your status says "Delivered" but you can't find your package: Don't panic. Sometimes carriers scan packages as delivered a little early, or place them in a safe spot around your property.
Go ahead and open your package, try on your new frames, and enjoy your perfect new vision!
🚨 Still can't find your package? Please click the Chat Bubble on our website to open a conversation with our chatbot. Simply tell the bot: "I didn't receive my package." Make sure to have your Order ID and Email Address ready! Our chatbot will verify your details instantly and guide you straight through to a quick resolution.
🚚 Standard Delivery Timelines: For a complete breakdown of carrier transit times and shipping rates to your specific location (US, Canada, or International), please visit our Glasses Shipping & Production Timelines page.