Rx Lab Routing — ITFIT vs Encore

Which Rx orders go to which lab, and how the dispatcher assigns them in Shopify.

As of June 1, 2026 Lucyd operates two Rx labs. This page is the single source of truth for routing. Decision record: D-16.5.

The two labs

Routing rules

1. Lucyd routes orders at its sole discretion — the dispatcher decides per order
2. Encore-eligible: Armor and Reebok frames (incl. complex/high base curve work per the agreement)
3. Everything else (Lyte LCD006/007, legacy lines, Lucyd Optical): ITFIT
4. The assignment is the Shopify tag — one lab tag per order, never both

Dispatcher procedure

1. Open the order in Shopify admin
2. Add the lab tag (Encore or ITFIT Lab) in the Tags card (right sidebar)
3. The lab confirms pickup by setting fulfillment status — Encore uses On Hold = in production
4. Questions from either lab arrive as Timeline comments @mentioning Alex (backup: Ruben)

CS guidance

• Customer asks about an Rx order’s status → check the lab tag first, then the fulfillment status
• Do not tell customers which lab is processing their order — it’s “our lab”
• Turnaround quotes: single vision 3 business days, progressive/complex 7 business days (both labs)

See also: Encore procedures · ITFIT procedures