<div> <div>After you have placed an order with us, you will receive a confirmation email of the order and an email for any updates on the progress on the order. &nbsp;They can be for the following reasons:&nbsp;</div> <div><br /> <strong>Payment Failed:</strong><br /> There was an issue processing your payment, please contact a customer service representative for further support.<br /> <br /> <strong>Order closed:</strong><br /> The order has been unpaid for more than 3 days, or the customer has canceled the unpaid order. If you want to continue with the closed order, you may click the &#39;&#39;Reorder&#39;&#39; button (only applicable for orders within 6 months),&nbsp;or contact us via Live Chat where&nbsp;CSRs will help you&nbsp;prepare a cart with the same items in your closed order for your&nbsp;convenience​​​​​​.<br /> <br /> <img alt="" src="https://df5apg8r0m634.cloudfront.net/email/2023/0313/re4f9N0H2rNryDEz.jpg" /><br /> <br /> <strong>Unpaid:&nbsp;</strong><br /> The order has been received but payment has not been made at present.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Pending: </span></strong></div> <div>We are awaiting an expected payment. It means that we haven&#39;t received the payment. This usually&nbsp;happens&nbsp;when your payment method is E-check, which can&nbsp;take a few days&nbsp;to be completed. We&nbsp;will&nbsp;process your order after the payment is completed successfully. If you need your glasses&nbsp;urgently, we strongly suggest canceling&nbsp;the E-check&nbsp;order and placing&nbsp;a new order, using a different payment method.</div> <div><br /> <strong><span style="font-size:medium">New order: </span></strong><br /> <span style="font-size:medium">We have received your order and payment successfully.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Normal:</span></strong></div> <div>This stage represents all the information on the order is sufficient to be processed to fulfilment.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Abnormal/Question order/Suspended:</span></strong><br /> This stage means there are some questions relating to your order and we need to confirm further details with you. We will call and email you to&nbsp;request the further information required to progress the order. If we do not receive a&nbsp;reply within 30 days, we will cancel the order and issue a&nbsp;full refund.</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Processing: </span></strong><br /> Lenses go through&nbsp;a customization and fulfillment&nbsp;process at&nbsp;our optical manufacturer&nbsp;and&nbsp;lab. Once the order status states&nbsp;&quot;Processing&quot; the lenses&nbsp;cannot be recycled and you will be charged a&nbsp;handling fee&nbsp;of&nbsp;&nbsp;$4.95&nbsp;USD for any change/cancellation.</div> <div> <p>In most cases, normal single-vision glasses will be delivered in about 2 weeks&nbsp;after an order is placed online.&nbsp;The specific processing period varies according to strength, lens type, and add-on options.<br /> <br /> <strong><span style="font-size:medium">Shipped:</span></strong><br /> <span style="font-size:medium">Your order has been shipped out </span>successfully<span style="font-size:medium">. For US orders, the tracking number will be available when the order arrives in our US sorting center. It takes about 3~7&nbsp;business days. For other countries, the tracking number will be available in 1~2 business days.</span></p> </div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Tracking number available:</span></strong></div> <div><span style="font-size:medium">The tracking number for your parcel has been updated/ is available.&nbsp;</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Delivered :</span></strong></div> <div>Your eyeglasses parcel has been delivered to your address. If you did not receive&nbsp;your glasses, please email us at service@firmoo.com.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Refund accepted :</span></strong></div> <div><span style="font-size:medium">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">Your full or partial refund has been processed successfully.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Canceled:</span></strong></div> <div>It means your order was cancelled.</div> </div>
Shipping and tracking
Terms and Conditions

How do I track my order?

How long will it take for my order to be delivered?

What countries/regions do you deliver to? What courier service do you use? How long does it take for my order to arrive? How much is the shipping?

How long will it take to process my glasses? How do you handle processing delays?

What can I do if I am required to pay import taxes or customs duties?

I just placed several orders. Can I combine the shipments?

How to check my order status?

How do you handle shipping delays?