Why is my order delayed, and what can I do to resolve it?
Delays in order processing and shipping can occur for various reasons, including prescription issues, backorders, quality assurance checks, and shipping carrier delays. Below, we outline common causes of delays, steps to resolve order holds, and options available to expedite shipping or split orders.
Common Reasons for Order Delays
1. Prescription Issues
Missing or Unverified Prescription: Orders may be placed on hold if the required prescription has not been received or verified. For example, contact lens orders often require verification with your doctor.
Incompatible Prescription Format: If the prescription file is unreadable or in an unsupported format, the order cannot proceed until a valid file is provided. Accepted formats include PDF, JPG, or PNG.
Prescription Mismatch: Orders may be delayed if the prescription does not match the selected product (e.g., lens type or brand). Customers can either update their prescription or modify their order to match the prescription.
2. Backorders
Supplier Delays: Items such as toric lenses or designer frames may be on backorder due to supplier issues. Orders are shipped as soon as the items arrive at the facility.
Weather-Related Disruptions: Severe weather can impact supply chains, causing delays in receiving inventory. In such cases, expedited shipping is often applied at no extra charge to mitigate the delay.
3. Quality Assurance Checks
Failed Quality Tests: Orders may be delayed if products, such as lenses, fail quality assurance tests and need to be remade.
4. Shipping Carrier Delays
Carrier Backlogs: Delays can occur due to carrier processing issues, especially after holidays or weekends. Tracking updates may take 24–48 hours to appear.
Steps to Resolve Order Holds
Provide Missing Information: If your order is on hold due to missing details (e.g., prescription or sphere power), submit the required information promptly.
Verify Prescription: Ensure your prescription is valid and matches the product ordered. Contact your doctor if necessary to update or verify your prescription.
Confirm Order Details: If there is a mismatch between your order and prescription, confirm how you would like to proceed (e.g., modify the order or update the prescription).
Shipping Updates and Tracking Information
Orders typically ship within 1–2 business days after processing resumes. You will receive an email notification with tracking details once your order ships.
If tracking updates are delayed, it may be due to carrier backlogs. Movement should appear within 24–48 hours.
Frequently Asked Questions
What happens if my order is delayed due to backorders?
Your order will ship as soon as the backordered items arrive at the facility.
Can I hold my order and ship it later?
Yes, as long as the order hasn't been shipped, you can request to place your order on hold and specify a future shipping date.
What should I do if my order status shows "on hold"?
Check your email for details about the hold. Common reasons include missing prescriptions or payment issues. Provide the requested information to resume processing. By understanding the common causes of delays and taking proactive steps to resolve issues, you can help ensure your order is processed and shipped as quickly as possible.