ITFIT Rx Procedures — PD, lens types, fulfillment rules

How Lucyd Rx orders are processed at ITFIT. Required pre-checks before lens cutting.

Source: Coda KB p92–94. ITFIT is the sole Rx lab partner as of May 2026 (see DECISIONS.md D-16).

Objective

Ensure every Lucyd Rx order is processed accurately to maintain quality and prevent customer issues — blurred vision, discomfort, headaches, or delays.

1. Pupillary Distance (PD)

PD is required for every Rx order.

• Standard PD range: 60–64.
• Higher PD (e.g., 70) does occur but must be verified before processing.

Why it matters: Incorrect PD causes blurry vision, eye strain, and headaches. These are the most common preventable Rx complaints.

Action: Always confirm PD is present and within a reasonable range before cutting. If missing or unusual → verify with the customer before processing (see Missing Rx / PD workflow).

2. Safety Lens Guidelines

Available options for safety frames (Armor):

• Regular lenses
• Photochromatic gray lenses

Tinting limits:

• Material: Polycarbonate
• Maximum tint: ~75%

Important: Set proper tint-darkness expectations with the customer upfront — polycarbonate doesn’t reach the darkness of regular sunglasses. Photochromic safety lenses behave like Lucyd Shift.

3. Fulfillment — “Next Day Rule”

Lucyd Rx orders process on a Next Day workflow at ITFIT.

Risk: Orders reassigned from previous days may get missed in the queue.

Action: When you reassign or change fulfillment to the ITFIT team:

• Tag the team in the Shopify order notes.
• This ensures visibility, timely processing, and fewer errors.

4. Prescription Type Verification

The most common Rx fulfillment issue: customer selects “Single Vision” but submits a Progressive prescription (or vice versa).

Symptom: Customer reports “can’t see properly” after delivery.

Action — before escalating:

1. Confirm whether the customer’s complaint is due to lens-type mismatch.
2. Verify what the customer originally selected at checkout.
3. Use the Mismatched Rx call scripts to resolve.

5. Final checklist before processing

Before any Rx order is released to the ITFIT lab:

• PD is included and verified
• Rx is within an acceptable range for the frame (Armor base: -2 to +8 SPH; Armor Vantage: any; Reebok Optical: -8 to +6)
• Frame compatibility confirmed
• Lens type matches the prescription (single vs progressive vs bifocal)
• Tint expectations set with the customer (if applicable)
• Order properly tagged in Shopify notes if reassigned

Key reminder

Accuracy at the order stage prevents remakes, returns, and customer dissatisfaction. The cost of a 5-minute verification call before cutting is much lower than the cost of remaking a progressive lens after the customer reports they “can’t see right.”

See also: Rx mismatch call scripts · Missing Rx / PD workflow · Marketplace Support PROCESSES §6 Hybrid Rx Flow