Orders & Prescription
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Understanding Order Statuses
CUSTOMER ORDER STATUS UPDATES
We like to keep our customers updated about their orders during the entire process. We have created a series of order status that will be emailed to you when your order has entered a new stage of the order fulfillment process.
We will Email you the status updates to the email address that you have on file when you created your order. Please make sure to add info@replacementlensexpress.com to your approved email contact list so that you can receive these important updates from us.
YOUR ORDER STATUSES BY TYPE
Your payment has been approved and your order has entered our system. You order will be reviewed to make sure that we do not have any questions and that we have all the information needed from you to complete your order. If we do find questions, need to make changes, or find an error on your order submission, we will email you to let you know what is needed
IF YOU ARE SENDING IN YOUR OWN FRAME TO BE RE-LENSED, YOU WILL RECEIVE THE FOLLOWING STATUSES:
THE CUSTOMER IS SENDING THEIR FRAME.
The Customer has indicated on their order that they will be sending in their frame to us. This status will indicate that we have received and reviewed your order and are waiting for your frame to arrive at our facility.
This email will also include the instructions on how and where to send your frame for the re-lensing process. Please be aware that we cannot start your order until we have received your frame, and you order status is updated to your order has entered the lab.
THE CUSTOMER’S FRAME HAS BEEN RECEIVED AT THE LAB.
This status update is to make the customer aware that we have picked up your frame from our Mailbox and has been brought to our Laboratory. During this time, we are reviewing your order submission again and adding your frame information to our Laboratories work-ticket.
YOUR ORDER HAS ENTERED THE LAB.
This status update is to make the customer aware that your order has entered into our laboratory for the re-lensing process.
YOUR ORDER IS BEING PREPARED FOR SHIPMENT.
This status update is to make the customer aware that your order has been completed and is being prepared for shipment back to you.
YOUR ORDER IS COMPLETE.
This is our final order status email to you. When you receive this email, you will know that you order has been completed and has been shipped. You will receive a separate email with your shipments tracking number.
IF YOU ARE ORDERING RAY-BAN REPLACEMENT LENSES FROM US, YOU WILL RECEIVE THE FOLLOWING ORDER STATUSES:
ORDER RAY BAN REPLACEMENT LENSES ONLY
The Customer has indicated on their order that they only want to order a pair of Ray Ban replacement lenses for their existing frame. The Ray Ban replacement lenses are ordered directly from the Ray Ban manufacturer. Orders are placed with the manufacture within 24 hours business hours (not including weekends or holidays)
THE RAY BAN REPLACEMENT LENSES HAVE BEEN ORDERED.
This status update is sent to the customer to make them aware that we have ordered their Ray-Ban replacement lenses from the manufacturer and we are waiting for the item to be delivered to our facility. Our Ray-Ban Replacement lenses come directly to us from the Ray Ban manufacturing plant which is in Italy. Due to the lenses coming to us from Overseas these items can take up to 20 business days to arrive at our facility. Once the item is received at our facility, we will promptly ship the item to you.
YOUR ORDER IS BEING PREPARED FOR SHIPMENT.
This status update is to make the customer aware that your order has been completed and is being prepared for shipment back to you.
YOUR ORDER IS COMPLETE.
This is our final order status email to you. When you receive this email, you will know that you order has been completed and has been shipped. You will receive a separate email with your shipments tracking number.
IF YOU ARE ORDERING BOTH FRAME AND PRESCRIPTION LENSES FROM US, YOU WILL RECEIVE THE FOLLOWING ORDER STATUSES:
YOUR ORDER HAS BEEN PROCESSED
Your payment has been approved and your order has entered our system. Your order will be reviewed to make sure that we do not have any questions and that we have all the information needed from you to complete your order. If we do find questions, need to make changes, or find an error on your order submission, we will email you to let you know what is needed.
ORDER FRAME OR FRAME REPLACEMENT PARTS ONLY
The Customer has indicated on their order that they want to order a frame or replacement parts for their existing frame and have prescription lenses installed into the new frame. All frame and replacement parts are ordered directly from each of the frame’s manufacturers. Orders are placed with the manufacture within 24 hours business hours (not including weekends or holidays)
THE FRAME OR FRAME REPLACEMENT PART HAS BEEN ORDERED.
This status update is sent to the customer to make them aware that we have ordered the frame or frame replacement part from the manufacturer and we are waiting for the item to be delivered to our facility. Deliveries from our supplies are typically received within 3 to 5 business days. Once the item is received at our facility, we will promptly begin the lensing process.
YOUR ORDER HAS ENTERED THE LAB.
This status update is to make the customer aware that your frame has come in and your order will now be entered into our laboratory for the prescription lensing process.
YOUR ORDER IS BEING PREPARED FOR SHIPMENT.
This status update is to make the customer aware that your order has been completed and is being prepared for shipment back to you.
YOUR ORDER IS COMPLETE.
This is our final order status email to you. When you receive this email, you will know that you order has been completed and has been shipped. You will receive a separate email with your shipments tracking number.
IF YOU ARE ORDERING JUST A FRAME OR FRAME REPLACEMENT PART FROM US, YOU WILL RECEIVE THE FOLLOWING ORDER STATUSES:
YOUR ORDER HAS BEEN PROCESSED
Your payment has been approved and your order has entered our system. You order will be reviewed to make sure that we do not have any questions and that we have all the information needed from you to complete your order. If we do find questions, need to make changes, or find an error on your order submission, we will email you to let you know what is needed.
ORDER FRAME OR FRAME REPLACEMENT PARTS ONLY
The Customer has indicated on their order that they only want to order a frame or replacement parts for their existing frame. All frame and replacement parts are ordered directly from each of the frame’s manufacturer. Orders are placed with the manufacture within 24 hours business hours (not including weekends or holidays)
THE FRAME OR FRAME REPLACEMENT PART HAS BEEN ORDERED.
This status update is sent to the customer to make them aware that we have ordered the frame or frame replacement part from the manufacturer and we are waiting for the item to be delivered to our facility. Deliveries from our supplies are typically received within 3 to 5 business days. Once the item is received at our facility, we will promptly ship the item to you.
YOUR ORDER IS BEING PREPARED FOR SHIPMENT.
This status update is to make the customer aware that your order has been completed and is being prepared for shipment back to you.
YOUR ORDER IS COMPLETE.
This is our final order status email to you. When you receive this email, you will know that you order has been completed and has been shipped. You will receive a separate email with your shipments tracking number.
ADDITIONAL ORDER STATUS YOU MAY RECEIVE DURING THE PROCESS
ADDITIONAL INFORMATION IS NEEDED FROM YOU.
This status means that we have questions about your order. You will receive this status update which will be followed up with a detailed email of the questions or concerns we have. We can not move forward with your order until we have received your response.
YOUR ITEM IS ON BACK-ORDER
This status means that the frame or replacement part is on backorder. You will receive this status update which will be followed up with a detailed email of the items on backorder which will include the re-fill date and if there are any other colors or sizes available. We cannot move forward with your order until we have received your response.
YOUR PRESCRIPTION LENS ORDER IS DELAYED
This status means that we have encountered a delay while making your prescription lenses. The delay in the re-lensing process can be anywhere from 2-4 additional business days depending on the options you have selected.
REFUND REQUESTED
This status means that we have issued a partial or full refund of your order. If you have received a partial refund from us, we will update your order status accordingly.
YOUR ORDER HAS BEEN CANCELED
This status means that your order has been canceled and your refund has been issued.