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.
By law, this requirement is mandated under the Fairness to Contact Lens Consumer Act (2004) and FDA regulations. Retailers must verify your prescription with your eye care provider before shipping your order.
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.
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. For example, Bausch & Lomb Ultra Multifocal for Astigmatism may have limited availability for certain parameters.
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.
Ensure Image Clarity: If the prescription image is unclear, submit a higher-resolution photo or scanned copy to avoid delays.
Provide Missing Doctor Contact Information: Include the clinic name, phone number, or other contact details to facilitate direct verification.
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.- Verification Process: Kits.com contacts your eye doctor via phone or fax (USA only) to confirm your prescription before processing.
Fax Submissions: Send a clear copy of your prescription to the provided fax number.
Include Order Number: Ensure your order number is included on the prescription copy for accurate matching.
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
If your prescription includes an "Add" power (e.g., +1.50) along with sphere values, it indicates a multifocal prescription. Look for terms like "Biofinity MF" or "Biofinity Multifocal" to confirm the lens type.
Missing any critical details—especially ADD power or dominant-eye information—will delay processing. Ensure that your optometrist provides these details if you're unsure or if the prescription appears incomplete.
Frequently Asked Questions
How do Biofinity Multifocal lenses differ from other multifocal lenses?
Biofinity Multifocal lenses use a unique fitting system that requires explicit parameters for dominant and non-dominant eyes, as well as exact ADD power values. This differs from brands like Clariti 1 Day or Dailies AquaComfort Plus Multifocal, which use simpler ADD labeling systems.
What should I do if my prescription doesn’t specify a contact lens ADD value?
If your prescription only lists Near Add or PAL Add values for eyeglasses, you will need to obtain the correct contact lens-specific ADD value from your eye care provider before placing an order.
Can I use the same prescription for Biofinity Multifocal lenses and other brands?
No, prescriptions for Biofinity Multifocal lenses are not interchangeable with other brands due to differences in ADD power notation and fitting systems. Always confirm compatibility with your eye care provider.
Can I Cancel My Order If I Don’t Have a Prescription?
Yes. If you cannot provide a valid prescription, you can cancel your order and request a full refund. Alternatively, you can place the order on hold until you obtain a valid prescription.
What Happens If I’m Enrolled in Auto-Ship?
If you are enrolled in the Auto-ship program, orders are automatically generated and shipped based on your selected delivery frequency. Ensure your prescription details are up-to-date to avoid shipments based on expired prescriptions.
Can I Use a Foreign Prescription?
Kits.com cannot verify prescriptions with non-U.S. opticians. However, you may submit a copy of a foreign prescription if it matches your order. If you cannot provide a valid prescription, you must complete a contact lens fitting in the U.S. before ordering.
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.
By understanding and adhering to these policies, you can ensure a smooth ordering process and maintain optimal eye health. For further assistance, contact Kits.com customer support.