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Lab Spotlight: Include Patient-Supplied Frame Letter to avoid delays

August 2026

 

When submitting an order with a patient-supplied frame, remember to include the Patient-Supplied Frame Letter with the shipment to help avoid processing delays.

Because member names are not transmitted to the lab, only the order number is used to match incoming frames with the correct order. Frames received without the Patient-Supplied Frame Letter or order number may experience processing delays, which can affect delivery timelines for the member's glasses.

 

Before you ship

After submitting your lab order:

  • Locate and save the order number from the order page
  • Print the Patient-Supplied Frame Letter
  • Include the letter with the patient-supplied frame shipment

 

Important reminders

  • Ship patient-supplied frames within 48 hours of submitting the order and use tracking whenever possible
  • Orders received without the required documentation may be delayed
  • Patient-supplied frames are subject to the member's state-specific benefit eligibility