Why Was My Eyeconic Order Cancelled?

Why Was My Eyeconic Order Cancelled?

Posted Dec 14, 2022 | Tips, Tricks & Tech

Here at Eyeconic, we do our best to make finding and buying great eyewear and contact lenses as simple as possible. But despite our best efforts, sometimes orders get cancelled, which can increase the time it takes for you to receive your new glasses or contacts. This can happen for a number of reasons—maybe someone uploaded an expired prescription, or picked out a pair of contacts that didn’t match what their doctor recommended—but regardless of why it occurs, it’s an undoubtedly frustrating experience.

If you’ve ever found yourself at the receiving end of a cancelled-order email, or if you just want some help making sure you’re purchasing the right lenses or contacts, we’ve got you covered. Let’s take a look at four common reasons an Eyeconic order might be cancelled:

1. The Wrong Lenses Were Chosen

One reason an order might be cancelled is because someone selects the wrong lenses for their prescription. For example, if your prescription is for distance lenses, you won’t be able to use it to purchase reading glasses. Or, if you were prescribed single vision lenses, you won’t be able to purchase progressive lenses. We want to make sure you get the glasses or contacts that are right for your eyes, so double-check your prescription to confirm it matches what you’ve selected. And if you’re at all unsure, don’t hesitate to reach out to your doctor and make sure you know which lenses you’re looking for.

2. The Prescription Image is Incomplete

It’s essential that the photo of your prescription contains all the necessary information required to verify you’re making the right purchase. In order to ensure your order goes through, check that you can easily make out the following information on the image:
  • Doctor’s information
  • Doctor’s signature
  • Patient’s name
  • Date of service or expiration date
  • Prescription information

Also double-check that the name on the order matches the name on the prescription.

3. Your Prescription is Expired or Out of Date

Wearing lenses that aren’t correct for your eyes can be damaging to your health, so it’s important that your prescription information is up-to-date. While it might be tempting to try and order your glasses or contacts before your eye exam—or to try and use an old prescription—we won’t be able to process your order. So, get in to see your doctor before you try purchasing new lenses or contacts.

4. Your Prescription Isn’t Offered for That Brand

While Eyeconic has a ton of products to choose from, it’s important that the optical or contact lenses you’ve selected are covered by your prescription. So, while it might be tempting to grab the first frames or contacts that catch your eye, make sure they’re what was prescribed by your doctor.

How do I upload my prescription?

Thankfully, uploading your prescription to Eyeconic is an easy process. Just follow the steps below:
  1. Snap a photo of your prescription and save it to your phone or computer. Take a look at our sample prescriptions for glasses or contacts to make sure it includes all the necessary information. Don’t have a prescription on-hand? Not a problem: just provide your doctor’s contact information during checkout, and we’ll handle the rest.
  2. Find your glasses or contacts at
  3. During checkout, scroll down to the “prescription” section, select “upload an image,” and follow the directions that appear on screen.

And that’s it!

While a cancelled order is a frustrating occurrence, it’s important to us that you receive the right glasses or contacts for your eyes. And remember: Eyeconic features free shipping, free returns, and free frame adjustments. Once you’ve ensured your prescription meets the qualifications outlined above, you’ll have everything you need to resubmit your order.