Managing Delayed or Problematic Orders: Retaining Discounts, Refunds, and Modifications
Delays or issues with your order can be frustrating. We provide flexible options to help you manage such scenarios, ensuring you have full control while retaining applied offers or discounts wherever possible. Below are the detailed options available to you:
Hold Your Order Until You Obtain a Valid Prescription
If you are facing delays due to prescription issues, you can request to have your order placed on hold:
Retaining Discounts: Any offers or discounts applied to your order will remain intact during the hold if the brand stays the same. If the discount was brand specific, it might not apply to the new brand.
Prescription Renewal Options: Consider taking our online vision test for a $35 fee to renew your prescription.
Modify Your Order
Instead of canceling, you can update your order to reflect the correct prescription details or make changes such as switching to a different product.
Cancel Your Order and Request a Refund
If holding or modifying your order is not suitable, you may cancel the order and receive a refund:
Easy Cancellation and Full Refunds: Upon cancellation, a full refund will be processed to your original payment method. Refunds typically appear in your account within 1–3 business days.Once processed, the refund will reflect in your original payment method within 1-3 business days, and you will be notified by email of the confirmation and status of your refund request.
Additional Scenarios
Autoship Orders
Orders That Have Shipped: Once an autoship order has been processed and shipped, it cannot be canceled. However, you can return the package for a refund or exchange. Prepaid return labels are provided upon request after delivery.
Refund Processing: Refunds are issued after the returned item is received and processed by the returns department. Typically, refunds are processed within 1–3 business days after the return is received.
Managing Subscriptions and Auto-Ship Settings
Canceling Future Shipments: If you no longer wish to receive auto-ship orders, you can cancel the subscription to stop future shipments. Go to the "Manage Auto Ship" section, select the subscription you want to cancel, and confirm the cancellation.
Updating Prescriptions: If your prescription has changed, you can update it for future orders. For shipped orders that no longer match your prescription, return the item and provide a copy of the updated prescription to update your records.
Special Cases
Price Adjustments: If pricing is a concern for a shipped order, you may be eligible for a price adjustment or partial refund. Contact Kits.com support for assistance.
Payment Notifications After Cancellation: If you receive a "payment successful" email after canceling all auto-ship subscriptions, it may be due to a system update. Rest assured, no new orders will be placed, and no charges will be processed.
Frequently Asked Questions
Can I cancel an order shortly after placing it? Yes, you can request to cancel an order shortly after placement. Alternatively, you can place the order on hold if you need more time to confirm your selections.
What happens if my order has already been sent to the manufacturer? If an order has been sent to the manufacturer, cancellation is not guaranteed. If the manufacturer cannot stop the order in time, you can return the shipment for a refund or exchange once it arrives.
Can I cancel an auto-ship order after it has been invoiced? Once an auto-ship order has been invoiced or shipped, it cannot be canceled. However, you can close the auto-ship subscription to prevent future shipments.