Order Pick-up

We would like customers to pick up their glasses as soon as possible since we strive to make them in 1 hour. If you have glasses in your store that are more than a couple of days old, follow the procedure below. Our overall goal would be to not have more than 5-10 frames to be picked up at the end of each day, and none that are over 2 weeks old.

1. Unless a customer did not want to receive text messages the system will text them when their glasses are ready for pick up. If a customer did not want to receive a text they should be called as soon as possible and made aware that their glasses are ready. This applies even at the end of the day, please be sure to make the customer aware that the store will be closing at the appropriate time. Note by date, time, and initials, on the tray, if the customer was reached by phone, if a message was left, or if unable to be reached.

2. Trays to be picked up are to be checked on Monday and Thursday. If notes show that it has been three or more days since the customer was last called, then call again. Ask if the customer would prefer their glasses to be mailed to them at no charge. If a voicemail is left, request the customer to call back if they would like their glasses mailed.

3. Follow the above procedure until the prescription is expired in stores located in Arkansas; the following directive does not apply to Kansas locations. Once the prescription is expired, refund the order in SVO to store credit and note the store credit in their chart for future purchases. NO REFUND WILL BE GIVEN, ONLY A STORE CREDIT. Have the lab fabricate demo lenses, print a new label for the frame, and return the frame to inventory in SVO.