At hiSunglasses.com we pride ourselves on our customer service, our commitment to our customers and most importantly, our product - authentic designer sunglasses. When your order is placed, the vast majority of orders follow the same process from Pending, to Processing, to Awaiting Tracking to Shipped. How ever there are different scenarios in which your order can end up in a different status, and so we created this legend or glossary if you will of all of the possible status' and their definitions:

Regular Statuses:

Pending - Once you have made a payment with your credit card (Visa or Master Card) or with Paypal, your order is placed in Pending Status. Someone from hiSunglasses.com Verification Department will review your order and verify that your credit card information is valid and that the shipping address you provided matches the address that the credit card statements are sent to. Once your order has been verified by someone at hiSunglasses.com Verification Department your order will be elevated to the next status. This process is done on the same day your order is received.

Processing - Your order has now been approved and we will now send your order to the hiSunglasses.com warehouse for shipping. Orders are sent out for shipping same day, usually around midnight west coast time. Once we have filled your order, the status will be elevated again.

Awaiting Tracking - The hiSunglasses.com warehouse then replies to us within 3 business days with the tracking information and once we receive that we will update the status of your order to "Shipped". At this point, we can no longer cancel your order, change your shipping address or modify your order. If you decide to cancel, you will have to inform us as soon as possible and we will try and stop the shipment of your sunglasses.

Shipped - At this point your order has been shipped and you have been provided with a tracking number. You can track your package at www.USPS.com. Shipping can take up to 6 business days to arrive (depending on your location). All of our sunglasses are shipped out of Los Angeles, California.

Other Possible Statuses:

Backordered - We try our best to keep our catalog updated, however stocks change every hour. A pair might be available at the time you placed the order, but warehouse might respond to us that it went on backorder while the order was being verified. If a pair you order is not in our stock, we have the manufacturer overnight it to us and then we ship it out to you. In some instances the manufacturer does not have it in stock and needs to order it from overseas (Usually Italy). In this case we will inform you that your order is on backorder and give you the option to wait for the order, to chose another pair or have your order canceled. If you chose to wait for the backorder, unfortunately after that time you can no longer cancel your order as we have special ordered it for you. If you chose another pair, we will ship it out for you as soon as possible. If you chose to cancel your order, we will refund you promptly. If you are notified your order is on backorder and would like to notify us of your decision, please let us know by emailing us at sales@hisunglasses.com, by live chat on the website between the hours of 9am and 6pm or by calling us at 1-305-791-0770 between the hours of 9am and 6pm.

Discontinued - We try our best to keep our catalog updated, however stocks change every hour. A pair might be available at the time you placed the order, but warehouse might respond to us that it went on backorder while the order was being verified. If a pair you order is not in our stock, we have the manufacturer overnight it to us and then we ship it out to you. I n some instances the manufacturer has discontinued the model without notifying us. If this is the case you will be given the choice of chosing another model or canceling your order. If you chose another pair, we will ship it out for you as soon as possible. If you chose to cancel your order, we will refund you promptly. If you are notified your order is on backorder and would like to notify us of your decision, please let us know by emailing us at support@hisunglasses.com, by live chat on the website between the hours of 9am and 6pm or by calling us at 1-305-791-0770 between the hours of 9am and 6pm.

Returned - If you've returned your pair to us with an RMA number (please see our Return Policy for more information by clicking here) and we have received your return, your order will be put in Returned status.

Canceled - There are three reasons why your order could be in Canceled status. If you have contacted us and requested we cancel your order prior to it being processed (orders are processed Monday to Friday at day's end). Another possibility is if our Verification Department is unable to verify your order. If your billing address does not match your shipping address, we may need to contact you to verify your order. We will attempt to call you and email you. If we are unable to reach you or we are unable to verify the order with your assistance, your order will be Canceled.

Verification - If you are a customer from the States or Canada and have a different billing address then shipping address, we may need to contact you via phone or email to verify your order. Please make sure you provide a phone number where we can reach you and a valid email address that you check.

International Verification - If you are an international customer we may need you to send in a copy of your ID and credit card. This is for your protection and to ensure that only you are able to use your credit card. If you use the same credit card, this is only for your first purchase. For your security you can block the first 14 digits of your credit card, we only need to see the last four. You can take a picture and email it in, you can scan it and email it in, or you can fax it to us at 001-818-760-2003.  

Western Union - Western Union is available as a payment method for some countries. If you select Western Union as your payment method your default order status will be Western Union. This means we are awaiting you to provide us with the MTCN and sender name is, once we are able to secure your funds we will move your order to Processing status and it will be processed as normal. On the success page after the check out you will be given instructions on how to pay for your order via Western Union.

Paypal Preparing - If you chose Paypal.com as your payment method you will be redirected to Paypal.com to complete your payment. Once you have completed payment you will need to click a button to return to hiSunglasses.com so that your order can be registered. As soon as you're sent to Paypal.com we record your order and place it under this status, Paypal Preparing, as some of our customers would forget to return to our site and thus we would have to call them to ask them what they ordered. If you have an order in Paypal Preparing status and are not sure whether or not we received your payment, please contact us via email (sales@hisunglasses.com), phone (1-305-791-0770) or live chat and we will look into it for you. However you do not need to contact us, if we didn't receive your payment a hiSunglasses.com representative from the Verification Department will cancel your order. If we did receive your payment, then likewise it will processed as normal.

Paypal Received - If you paid via Paypal.com and returned to the site after completing your payment at Paypal.com, upo n returning your order status will be Paypal Received and from there it will be processed as normal.

Exchange - Upon completing our automatic exchange process form by logging into your account and filing for a RMA number, your new exchange pair will be placed in the Exchange status. It will then be placed in Processing and processed as normal.

Refunded - If you have been issued a refund for any reason, your order will go into the Refunded status. Refunds are issued promptly, however it will take between 3 to 5 days for your bank to credit the funds back into your account. If after this time, you still do not see the funds in your account, please call your bank.

Collections - If you have an outstanding balance with us for any reason, we attempt to contact you via email and phone, at the numbers provided. If after a prolonged amount of time we are unable to reach you, your order will be considered in collections. If at any time you see your order is in collections, we highly recommend you contact as soon as possible to resolve the issue before further action is taken.

Resolution - If there is a dispute about the charge we place your order in the Resolution status. Our policy when an order is in resolution is to exhaust all possible means to resolve the situation amicably. We look at disputes as a chance to separate ourselves from our competition and truly provide superior customer service. We assure you that if the complaint put forth is genuine it will be resolved forthwith.

That's it! That is every status possible on our website. If you have any questions or concerns, please feel free to contact us at 1-305-791-0770 or by email at sales@hisunglasses.com.