How to Review Order Status

Search for the Order

1. Click Products tab > Rx Order Tracking >Type in the Order # > Click Apply > Click the Order number to open

After you click the Order and it opens, you will be able to see under the Status column where in the production line the order is located.

2. Status you may encounter

1. Order in process

2. Waiting for information

3. Lens received

4. Waiting for frame

5. Frame received

6. Rx Launch

7. Surfacing

8. Treatment

9. Tinting

10. Finishing

11. Inspection

12. Breakage-Redo

13. Shipping

14. Shipped

15. Complete

16. Cancelled

17. Other

18. Order Delayed

19. Un-Shipped

3. Contacting Lab Customer Service for Tracking Information

Make sure you have the following information relatively available when speaking to customer service.

i. Job Number

ii. SP Number

b. The email to send your request will be [email protected] A customer representative will respond within an hour from receipt of email.

c. Lab Customer Service hours are Monday through Friday 7:00am-7:00pm CST and Saturday 9:00am-3:00pm CST.

d. Once frames are received by the Lab, it will take 10 (ten) business days (Monday-Friday) to receive the order back to the store.

i. Once you see the status shipped, as mentioned in Reviewing Order Status, you can expect to receive the order the following business day.

4. Status Definitions

a. Order in Process: The order has been accepted and is in process with the lab

b. Waiting for Information: The lab is waiting for additional information from the store to produce the order

c. Lens Received: The lab received the lens to produce the order

d. Waiting for Frame: The lab is waiting for the frame to produce the order

e. Rx Launch: The Rx has been placed in the system

f. Surfacing: The lenses are in the Surfacing Production stage. They are being surfaced to the patients Rx

g. Treatment: The lenses are in the Treatment Production stage. The lens are being treated with the proper agents to ensure the highest quality

h. Tinting: The lenses are in the Tinting Production stage. The lens are being tinted with coating to ensure the highest quality

i. Finishing: The order is in the Finishing Production stage. The order is in its final stage of being produced

j. Inspection: The order is being inspected with ANSI standards

k. Breakage-Redo: The order was damaged during production and has to go back into production

l. Shipping: The order is in the process of being shipped

m. Shipped: Your order has shipped and will take one business day to arrive

n. Complete: The order is closed out and complete in the lab system

o. Canceled: Your order has been canceled due to parameter issues (lens and Rx). Please contact Lab Customer Service for more information.

p. Order Delayed: The order is delayed due to overflow of orders coming into the lab

q: Once an order is finished and the order is sent to shipping.

If something happens to the order in between, the lab will mark the job as Un-Shipped to get the order back into production. (i.e. Dropped package and the order broke)