How to Modify or Cancel an Order
We provide flexible options to modify or cancel your order based on its processing and shipping status. Below, we outline what you can do in different scenarios.
Modifications Before an Order Ships
If your order has not yet shipped, you can request a variety of modifications:
Changing Order Quantities: Quantities can be adjusted to reduce or increase ordered items. The payment will be updated accordingly, and you’ll receive an updated receipt and shipping confirmation.
Replacing or Removing Items: You can swap items (e.g., different lens types for contact lens orders) or completely remove items from your order. Be sure to provide the product details such as replacements or items to be removed. Price differences are calculated, and approval is needed for any additional charges.
Addressing Availability Issues: If some items in your order are out of stock, you can request removal of those items and proceed with shipping only the available ones. You will be refunded the price difference.
Adjusting Prescription or Lens Details: Before your order is shipped, you may update prescription details (e.g., both eyes to -4.50 or setting ADD values for progressive lenses). Changes are subject to approval of any additional charges.
To make modifications, contact customer support with your order details as soon as possible. Be sure to mention updated prescription or lens details clearly and confirm any additional charges if applicable.
Note: Please note that if the order is too far into processing, changes or cancelations might not be possible anymore.
Prescription and Lens Type Modifications
Specific modifications to prescriptions or lens types, such as switching from progressive lenses to single vision or adding multifocal parameters, must be addressed before processing or shipping. If the order has been shipped, these changes require initiating a return or exchange.
What to Do After an Order Has Shipped
Unfortunately, once your order has shipped, changes or cancellations are no longer possible. However, the following options are available:
Return or Exchange Items: If you ordered extra items or the wrong ones, you can return eligible items for a refund or exchange after your package arrives. Contact support to receive a prepaid return label.
Keeping Extra Items: For orders with accidental over-quantity or duplicates, we may offer a discount if you choose to keep the additional items.
Correcting Prescription Errors: Upon receiving your order, if you notice incorrect prescription details, contact support for a return or exchange. Provide the updated prescription information to facilitate the correction.
Returns are subject to our return policy, so check the eligibility conditions or reach out to customer support for assistance.
General Tips
Act Quickly: For any order changes or cancellations, it’s best to contact customer service early to avoid complications.
Provide Clear Instructions: Share details of the modifications you need, including item numbers, quantities, or product descriptions.
Review Receipts: Once changes are confirmed, check your updated receipt and shipping confirmation for accuracy.
Double-Check Your Prescription: Carefully review your prescription details before placing the order to minimize errors and avoid complications.
By understanding these options, you’ll be equipped to manage your orders effectively, whether changes are needed before or after shipping.