When managing your contact lens order, ensuring your prescription matches your order is vital for the smooth order fulfillment as well as getting the correct lenses. Below are detailed scenarios and steps to assist you in handling issues related to mismatched, outdated, or incorrect prescriptions.
Submitting or Correcting a Prescription
How to Submit an Updated Prescription
If you need to update your prescription to process an order:
Reply to the original order email with a copy of your updated prescription.
Ensure the prescription you are providing matches the items you've ordered.
You can send a picture of your contact lens boxes if you want to order the same brand and parameters as you have on the boxes.
After verification, your order will proceed to processing and shipping if no further adjustments are needed.
If your prescription is outdated or different from your current one you can choose to hold the order while you obtain a new valid prescription. This ensures that, unless the discount is brand specific, percentage discounts tied to the order remain.
Please note that glasses prescriptions cannot be used to purchase contacts as they are different. Eyeglasses are positioned approximately 12 millimeters from your eyes, whereas contact lenses rest directly on the surface of your eyes. If you want to wear both contact lenses and eyeglasses, you will need two separate prescriptions.
We are not medically trained to convert the glasses prescriptions into contacts or vice versa.
Adding a Prescription for Auto-Ship Subscriptions
If you have a subscription order, note that prescription updates are not automatic. Follow these steps:
Manually update the prescription on your auto-ship account.
OR
You can contact the customer service team and they can update the information for you.
Mismatched Prescriptions and Orders
Proceeding with a Mismatched Brand or Parameters
If your prescription does not match the lenses you ordered:
Option 1: Contact the customer service team so they can update the order to match the product on your prescription, with pricing adjustments as needed.
Option 2: Speak with your doctor to get approval for the lens you want, then upload a valid updated prescription.
When a Prescription Power Is Unavailable
In cases where your prescription includes a cylinder value or other parameters that are unavailable for the lens ordered:
Obtain a new prescription reflecting available options for that lens brand.
Check with your doctor if a new brand might be required in order to get the parameters written on the prescription.
Managing On-Hold Orders
Orders may be placed on hold under various circumstances such as verifying mismatched prescriptions or awaiting updated documentation:
Orders will resume processing only after validation of changes or updates by the support team.