Backorders
Backordered lenses are items which are temporarily out of stock. These lenses do not show as backordered on the website during the ordering process. Fewer than 1% of all lenses are typically backordered.
Once an order has been submitted and received by our distribution department, items may be identified as backordered during the processing stage. Backordered lenses are cancelled from the order, and only the lenses in stock are shipped.
Charges
When backordered lenses are present in an order, they cannot be shipped with the rest of the order and are cancelled by default. Pivotal Group does not hold orders to wait for backordered lenses. Cancelled, back-ordered lenses are not billed, and only the lenses shipped during fulfillment are invoiced. The “Order Summary” (estimate of costs you receive when submitting the order on the site) may differ from the final invoice when there are backordered lenses.
Backordered lenses are identified by viewing the packing list when receiving the order. This packing list will display two columns – “Order Qty” and “Ship Qty.” When the ship quantity is less than the order quantity, there are backorder items that were not processed. You will not be notified outside of the received packing list when lenses are backordered.
Notifications
In cases where a 1-lens order is placed, and the lens is backordered; no notification will be received. Best practice is to seek an alternative stock lens source for that lens, or to order a generated lens from the lab if the lens ordered does not arrive in 48 hours (assuming next day air was selected). Lenses not arriving in 48 business hours on Next Day orders have been cancelled due to being backordered – there is no need to contact Pivotal Group to confirm these cancellations.
Pivotal Group does not have a system in place to automatically notify you when backordered lenses are again available. If you would like to get an estimate of when such lens/lenses will be available, please send an email to support@trypivotal.com with the lens type and power you are waiting for and we will do our best to get you reasonable time frame.
Backorders – Automatic Cancellation
By default, your account is set up to cancel backordered lenses. This is due to the possible variability in restocking times and the global supply chain issues our industry has seen over the last couple of years. Estimated restocking times are not guaranteed, and although the typical timeframe a lens might remain backordered is less than a week, there can be instances where it could take much longer, up to several weeks. For this reason, we recommend seeking an alternative source if the lens is not received in 48 hours.
