<div class="_help_font_site selected-art-author"> <div><span style="font-size:medium">As one of the services offered by Firmoo.com after you place the order, a couple of emails will be sent to you to keep you informed of the latest status of your order. The status email will be in simple words such as pending, new order, processing and delivered.</span></div> <div><span style="font-size:medium">The specific meanings of these simple words are as follows: </span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Pending:&nbsp;</span></strong><span style="font-family:Arial; font-size:medium"><span style="color:#212121">means&nbsp;that&nbsp;we <a name="_GoBack"></a>haven&rsquo;t&nbsp;received&nbsp;the&nbsp;payment. It happens usually when your&nbsp;payment&nbsp;method&nbsp;is&nbsp;E-check, and normally it will take 3-7 business days for the payment to be completed. We&#39;ll&nbsp;process&nbsp;your&nbsp;order&nbsp;after&nbsp;the&nbsp;payment&nbsp;is&nbsp;completed successfully.&nbsp;</span></span><span style="color:#212121; font-family:Arial; font-size:medium">If you need your glasses for urgent use, we strongly suggest you&nbsp;cancel the order and place a new order with other payment methods.&nbsp;</span><span style="color:#212121; font-family:Arial; font-size:medium">&nbsp;</span></div> <p>&nbsp;</p> <p><strong><span style="font-size:medium">New order: </span></strong></p> <div><span style="font-size:medium">This is the stage showing we have received your payment successfully. We&#39;d start to process your glasses 100% based on your order information&nbsp;if we do not receive any request from you regarding cancellation and order changes.&nbsp;As you know, glasses are customized products. Once the order status states &ldquo;Processing&rdquo;, the&nbsp;lens </span><span style="font-size:medium">cannot</span><span style="font-size:medium"> be recycled&nbsp;and you will be requested to pay </span><span style="font-size:medium">handling fee $4.95 USD</span><span style="font-size:medium"> for any change/cancellation. To avoid any waste or loss, please contact us in time.Thanks for your understanding.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Normal:</span></strong></div> <div><span style="font-size:medium">This stage represents all the information on the order is enough to be processed.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Abnormal/Question order/Suspended:</span></strong></div> <div><span style="font-size:medium">This stage means there are some questions on your order and we need to confirm with you. We will email you to solve these questions. If we don&#39;t receive reply within 30 days, we will cancel the order and issue full refund to customer.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Lens Completed set: </span></strong></div> <div><span style="font-size:medium">This stage refers that the lens in stock has been being processed and the special lens on the order has been being customized and the order information cannot be changed or canceled.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Lens waiting:</span></strong></div> <div><span style="font-size:medium">The customized lenses need more days to produce and wait.&nbsp;&nbsp;&nbsp; </span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Lens return: </span></strong></div> <div><span style="font-size:medium">The customized lens with a flaw are being remade.&nbsp;&nbsp; </span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Lens OK: </span></strong></div> <div><span style="font-size:medium">The customized lens have been arrived at our lab and arranged to complete the glasses. </span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Processing: </span></strong></div> <div><span style="font-size:medium">During this stage, your ordered lenses will be through a customization and filling process in our optical manufacture and Lab. Once the order status states &ldquo;Processing&rdquo;, the&nbsp;lens </span><span style="font-size:medium">cannot</span><span style="font-size:medium"> be recycled&nbsp;and you will be requested to pay </span><span style="font-size:medium">handling fee&nbsp;$4.95 USD</span><span style="font-size:medium"> for any change/cancellation. </span></div> <div><span style="font-size:medium">In most cases, normal single vision eyeglasses will be delivered in about 2 weeks after your placement of the order online. The specific processing period varies according to the strength, lens type, and add-on options.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Checking package:</span></strong></div> <div><span style="font-size:medium">The glasses are packed and wait to be shipped. </span></div> <div><span style="font-size:medium">For Standard &amp; Express&nbsp;shipping&nbsp;to US, it means the parcel is shipped out and in-transit to US. It usually takes 3-5&nbsp;business days to arrive in CA. Once the parcel arrives in CA, we will update the USPS tracking number.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Shipped:</span></strong></div> <div><span style="font-size:medium">This is the stage when the package containing your eyeglasses has been picked up by the courier company for shipping to your address.&nbsp; Delivery time is determined by the shipping method, destination and the condition in transit.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Delivered :</span></strong></div> <div><span style="font-size:medium">The status of &quot;Delivered&quot; means you have received our eyeglasses parcel at your address. </span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Refund accepted :</span></strong></div> <div><span style="font-size:medium">This is the stage when we have accepted your request for return and refund.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Refund completed:</span></strong><span style="font-size:medium"> </span></div> <div><span style="font-size:medium">This is the stage when the full or partial refund has been processed successfully.</span></div> </div>
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