FAQ & Troubleshooting
Quick answers. Fast results
We know your time is valuable, so we’ve put together answers to the most common questions our partners ask. From account setup to troubleshooting lenses, this page is here to give you clarity and confidence. And if you don’t find what you need — our team is only a call or email away.
Orders & Accounts
We make ordering and account management straightforward. Get started quickly, track orders in real-time, and enjoy reliable service with support always available.
How do I open an account with Mialab?
Just fill out our online form. Once we review your info, we’ll send you a DocuSign application. After you complete it, we’ll email your login credentials so you can start ordering right away.
How can I check the status of an order?
You can log into your Mialab account anytime. Or if you’d prefer, give us a quick call — our customer service team is happy to update you.
What’s the average turnaround time?
Most jobs are finished in about 3 business days. Need something faster? Let us know — rush service is available.
Lenses & Finishing
From ensuring a perfect fit to handling specialty orders, our lens and finishing services are designed for precision and convenience. Here’s how we support you with quality control, frame tracing, and specialized lens options.
My lenses don’t fit the frame — what should I do?
Don’t worry, we’ll make it right. Contact us with the job number and we’ll check it immediately. If the lenses need to be re-cut, we’ll handle it at no cost.
Can Mialab store my frame traces for future orders?
Absolutely! We can securely keep your traces on file so reorders are faster, easier, and consistent.
How do I order specialty lenses (like safety, polarized, or anti-fatigue)?
Just mention it in the “special instructions” box when you order. If anything’s unclear, our team will confirm before moving forward.
Billing & Support
We’re here to help with billing questions and urgent support needs. Whether applying credits or resolving time-sensitive issues, our team is ready to assist you quickly and efficiently.
How do I apply credits or rebates?
Rebates are applied automatically when you qualify. For credits, simply reach out to customer service and we’ll make sure it’s taken care of.
Who do I contact if I need urgent help with an order?
Call our customer service line or reach out to your account rep. We’ll take action right away.
Common Troubleshooting Tips
Quick solutions for common lens and frame issues. Find helpful steps to address fit, clarity, coating, or performance concerns—and know when to contact us for prompt support.
Lenses look off in the frame?
- Check the frame alignment and make sure screws are tightened.
- Still off? Contact us — we’ll verify and re-cut if needed.
Patient noticing blur or distortion?
- Confirm the Rx matches the order.
- Make sure the frame is sitting properly.
- If issues remain, share the job number and we’ll review immediately.
AR coating looks streaky or smudged?
- Wipe gently with a microfiber cloth and lens cleaner (avoid alcohol or paper towels).
- Still a problem? We’ll review under warranty.
Photochromic or polarized lenses not performing as expected?
- Remember photochromics won’t darken much inside cars.
- If performance still seems off, let us know — we’ll troubleshoot or replace if needed.
Have Questions?
Contact Us
Got a question? Our team is happy to assist you with anything you need. Contact us today and we’ll make sure you get the support you’re looking for.
Business Hours
Monday: 9:00am – 6:00pm
Tuesday: 9:00am – 6:00pm
Wednesday: 9:00am – 6:00pm
Thursday: 9:00am – 6:00pm
Friday: 9:00am – 6:00pm
Saturday: Closed
Sunday: Closed