Prescription Verification Comes First
Contact lenses require a valid prescription before fulfillment. Honest Lenses reviews the prescription information you provide and may contact your prescriber when verification is needed.
Verification is not just a formality. The lens brand, power, base curve, diameter when applicable, quantity, patient information, prescriber information, issue date, and expiration date all need to support the order being filled.
Doctor Response Delays
If we need to contact your eye care professional, timing can depend on office hours and how quickly the office responds. Under the FTC Contact Lens Rule, the verification window is measured in business hours, not simply clock hours.
Requests sent after hours, near weekends, or before a federal holiday may take longer to resolve. If the prescriber confirms, corrects, or disputes the prescription, the order may need additional review before it can continue.
Incomplete Prescription Information
Small details can slow an otherwise straightforward order. Common examples include:
- Missing or unclear expiration date
- Prescriber name or office contact information that is hard to verify
- Patient name that does not match the prescription document
- Unclear lens brand, base curve, diameter, or power
- A photo or upload that cuts off part of the prescription
Manufacturer or Vendor Availability
Some contact lenses, powers, or pack sizes may require additional processing through authorized manufacturer or distributor channels. Availability can vary by brand and parameter.
If a product or parameter is not immediately available, the order may remain pending while sourcing is confirmed or while support reviews the next appropriate step.
Shipping Processing
Shipping timing generally begins after prescription verification and product processing are complete. A tracking number is usually created when the package is prepared for carrier handoff.
An order can look quiet for a short period while it is moving through verification or fulfillment steps before carrier tracking becomes available.
What You Can Do to Help
- Upload a clear image or PDF of the official prescription.
- Make sure the prescription is current and not expired.
- Enter the prescriber office name, phone, fax, or email carefully.
- Use the exact brand and parameters written on the prescription.
- Respond to support requests if we need clarification.
FAQ
Does a delay mean my order was rejected?
Not necessarily. A delay often means verification, product availability, or shipping processing is still in progress. If the prescription cannot be verified or needs correction, Honest Lenses may contact you for more information.
Can Honest Lenses ship while verification is pending?
No. Contact lenses require a valid prescription before fulfillment. Orders may not ship until the prescription requirement has been satisfied.
Can I help by contacting my eye doctor's office?
It can help in some cases, especially if the office needs to respond to a verification request or provide a clearer prescription copy. Make sure the office has your current contact lens prescription on file.
Written for Honest Lenses by Dr. Paul Driggers, OD.
This guide is general educational information for contact lens customers. It is not a medical exam, diagnosis, or treatment plan.