A label can be created before the carrier physically scans the package, so tracking can sit at “label created” for a day or two - especially over a weekend or a holiday. If nothing has moved after several business days, contact us and we’ll chase it.

Some orders ship in more than one package - prescription lenses and non-prescription frames are produced separately, so they can travel apart and arrive on different days.

Reach out immediately. If the order hasn’t shipped we can usually correct it. Once it’s with the carrier, the package has to complete its journey and be returned to sender before we can re-ship.

Check with the household and around the property first, then with neighbours - carriers occasionally scan early or leave packages at an alternate door. If it still hasn’t turned up after 24 hours, get in touch.