Contact Customer Service
1-855-522-4545 or ProviderCare@labservices.luxottica.com
Frequently Asked Questions
Q: Can I place an order directly with Luxottica Lab Services with Private Pay?
A: Currently this option is not available. However, it is under review.
Q: Do we offer the Chemistry Clip?
A: No. Luxottica Lab Services does not offer this option.
Q: How can I place an order for a lens that is currently not available as an option through EyeMed’s ordering portal for Luxottica Lab Services?
A: Our lens assortment is currently being updated quarterly. If there is a specific lens that you would like added, please contact Customer Care and we will review.
Q: Where can I find Private Pay pricing?
A: Private Pay pricing is available by calling the LLS Customer Service Team. Additionally, EyeMed provides a Product Catalog on their InFocus website. https://www.eyemedinfocus.com/.
Q: How can I request shipping labels?
A: Shipping labels are available online through EyeMed’s online ordering portal. This link takes you to instructions to print labels. https://labservices.luxottica.com/return-shipments-2/. You can print labels as you need them and even record which order corresponds with a particular tracking number, making record keeping easy. Completed orders ship from our lab using Next Day delivery services through UPS.
Q: Can I make an edit to an order that we’ve already transmitted?
A: Yes, you can make an edit to an order at any time. If the order has already started the manufacturing process, there is a Private Pay cost associated with the order at 50{27efd6f6c9e3808933342cf64b49b2f42d56ace98703920a559d94aac7df6180}.
Q: Can I request a status document for all my open orders?
A: A daily report is available that reflects all active orders placed or recently shipped. This report can be received via email or fax. Contact Customer Service to update your preference.
Q: What should I do when I need an order to be remade?
A: Call Customer Care and a remake order will be processed for you. A new Order Acknowledgment form will be sent to you via fax or email with the remake order number referenced.
Q: Do I have to mail my frame in?
A: Both original and remake orders can be placed as Lens Only, Uncut or Frame to Come. Some exceptions apply and in some cases a frame UPC might be required for an order to process.
Q: How often will your catalog be updated?
A: Our catalog is updated quarterly.
Q: What kind of scratch warranty is currently offered for our patients?
A: Currently we offer a 1-year warranty for scratch resistance coatings for all materials except Trivex, where a 2-year warranty applies. We also offer a separate warranty for AR coatings. The warranty for standard AR coatings is up to 1 year. The warranty for any premium AR coating is up to 2 years.
Q: Are mirror coatings available?
A: Mirror coatings are available with our Ray-Ban and Oakley authentic lens assortment.
Q: When will the different intensities of the tint combinations be available to order?
A: We understand that there are different levels of intensities and are currently working to have this added to the catalog.
Q: Can we order a combination of tint and AR?
A: No. Unfortunately the tint/AR combination is not currently supported through Luxottica Lab Services.
