How to Cancel or Update an Auto-Ship Order
Managing your auto-ship orders is straightforward, whether you need to cancel an order, update your prescription, or handle a shipment that has already been processed. Below, we outline the key steps and options available to you.
Overview of Auto-Ship Order Cancellations
Once an order has shipped, it cannot be canceled. However, you can return the unopened package for a refund or exchange. A prepaid return label will be provided for this purpose.
Updating Orders with a New Prescription
If your prescription has changed, you can update your auto-ship subscription. For minor updates, such as changing prescription powers, you can modify the existing subscription through your account.
For brand changes, cancel the current auto-ship and place a new order with the updated brand and prescription. You can then enroll the new order in auto-ship.- To update your prescription, you can reply to the order confirmation email with a clear photo or scanned copy of your updated prescription, email it to the designated support address with your order number, or upload it directly in the live chat for immediate assistance.
Orders can be placed on hold while you update your prescription without needing to cancel them.
If you mistakenly selected the wrong lens type (e.g., non-toric instead of toric), provide the correct prescription details, including brand and parameters, to update the order.
Handling Orders That Are Already Processed or Shipped
If an order is too far along in processing or has already shipped, it cannot be canceled. In this case, wait for the package to arrive and then initiate a return. Use the prepaid return label provided by customer support to send the items back for a refund or exchange.
Managing Auto-Ship Subscriptions
You can cancel your auto-ship subscription at any time to stop future recurring orders. This ensures no additional charges or shipments will occur.
If you wish to keep your current purchase as a one-time order, you can cancel the subscription while retaining the existing order.
Updating Your Prescription on Your Account Profile
Log In: Access your account and go to the Profile section.
Upload Prescription: Select the "Upload Prescription" button to add your updated document.
Save Details: Ensure the updated prescription is saved to your profile so it applies to future purchases.
Return and Refund Process
Receive the Shipment: Wait for the package to arrive if it has already shipped.
Request a Prepaid Return Label: Contact customer support to receive a prepaid return label via email.
Prepare the Package: Securely package the unopened items, including your order details (e.g., receipt or packing slip).
Send the Package: Use the prepaid label to return the items. Once received, a refund or exchange will be processed.
FAQs for Common Scenarios
Why is my order still pending? If your order is pending, it may be due to an incorrect prescription (e.g., eyeglass prescription instead of contact lens prescription). Provide a valid contact lens prescription to proceed.
By following these steps, you can effectively manage your auto-ship orders, update prescriptions, and handle returns or refunds.