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mandyjbrown2019 Time: 2026-09-25 16:56

Q: I received my glasses and have worn them twice, but there is something wrong. The prescription is correct except for the pd, and it is supposed to be 63, but looking through the bottom portion of the lenses is blurry (for up close reading).

A: Dear Maranda Brown, We have checked your order and we are sorry to tell you that the PD value you filled in the order was 60.5 We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $35 coupon which is more than the half cost of this order. You can use the coupon to place a new order and don’t need to return these eyeglasses. Would you please tell us whether you can accept it ? Note: This coupon cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

IHEAGWARA EMPRESS AIDONIA ESTH Time: 2026-09-25 12:09

Q: When will you get another shipment of Tribune heart/ oval glasses the one that is yellow and pink. I want those

A: Dear IHEAGWARA, Sorry, do you have photo of that frame ? We can not find Tribune frame.

Rebekah207 Time: 2026-09-25 11:32

Q: I’m a VIP member but I can’t find my card nor am I getting my discounts can you help

A: Dear Rebekah Johnston, We would like to tell you that the discount code has been added to your account, you can find them in \"my coupon\" .

Nancy Time: 2026-09-25 06:07

Q: Hello Can you please explain what is meant by the 'Free Trial by the 25th of each Month' ? It pops up alongside the 30% New Customer Offer banner Thank u kindly

A: Dear Nancy, Would you please take a screenshot of it and send it to us ?

mrscredle2013 LaToya Time: 2026-09-24 17:50

Q: For the order with order# 20626280618161 Xacharia (68021) Purple = Reading glasses Chunky (59153) Purple = Reading glasses Carolyn (95929) Black- when I wear these glasses I can see clearly through the bifocal lens I just feel like they’re too close together which makes me feel like I’m crossing my eyes. This makes me feel like I’m pulling my brain down.

A: Dear LaToya, Thank you. About bifocal lenses, would you please tell us whether the correct PD value is 59.5?

Cynthia Santos Time: 2026-09-24 17:45

Q: Im trying to track my order but ups is stating they dont have the package yet.

A: Dear Cynthia Santos, We would like to tell you that your package is in transit to the US. During this time, the tracking information of UPS will not be updated. After it arrives in the US, the tracking information will be updated by UPS soon.

stephanie_mackley Time: 2026-09-24 17:09

Q: Order #80826311856211 Ravenna black frames arrived and the bat on one side is loose on the frame. Only one of the bats on these frames is secured. I also purchased the red version of these frames and the bats are secure. Please help, as I don't know how to fix these. Please help!

A: Dear Stephanie Mackley, We would like to tell you that Willa 58076 purple has came back, we will rush the order for you. We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses#Ravenna in red to show us the problem first?

Feliz Grissy Time: 2026-09-24 16:48

Q: Hello There I would like to know how long it will take or how many days ar left to get my new eyeglasses? Thanks

A: Dear Feliz Grissy, We are so sorry for the delay. We are sorry to tell you that the frame#Nostalgia 59091 red_green_ip is out of stock temporarily, so your order is delayed. Do you want to change other frame ?

Triniti Ross Time: 2026-09-24 14:08

Q: My order got sent back by the postal service if possible I would like still like to receive it but I need to change the address. This is the tracking number 9214490323596311685735

A: Dear Triniti Ross, Would you please tell us your order number and correct address ?

Deijanee Handy Time: 2026-09-24 10:57

Q: I have 2 accounts. I no longer have access to the email that services this account. My new email is Deijanee.handy91@gmail.com Can I transfer these points to the other account?

A: Dear Deijanee Handy, Ok, we have combine two accounts for you.

nwalenten Time: 2026-09-24 08:32

Q: Printing a shipping label and then not sending it for several days does not constitute “shipping.” When will this ACTUALLY be shipped?

A: Dear Nancy Walenten, We would like to tell you that your item arrived at GREENSBORO NC DISTRIBUTION CENTER origin facility on September 27, 2026 at 7:57 am. The item is currently in transit to the destination. You will receive it soon.

Sheila Ross Time: 2026-09-24 06:34

Q: I just received the glasses, unfortunately they are very blurry for progressive. How to I return them for a refund? I can't find the tab on the site. Thank you

A: Dear Sheila Ross, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of the original prescription with PD and attach it in the email so that we can check it for you first?

Briscoe_janae Time: 2026-09-23 19:54

Q: I ordered glasses in August received them the beginning of September. We haven't had them a whole month my daughter was cleaning the lenses and the glasses snapped at the bridge which is insane. Is there a Warrenty on them or something.

A: Dear Briscoe_janae, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

Briscoe_janae Time: 2026-09-23 19:50

Q: Is there a warranty on frams if they break.

A: Dear Briscoe_janae, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

stephanie_mackley Time: 2026-09-23 19:05

Q: Order#80926011239275, You stated #Willa 58076 purple are out of stock temporarily, but the system does not show this item as sold out. When do you expect these frames to be back in stock?

A: Dear Stephanie Mackley, We are sorry to tell you that we have checked our system and it shows that it is out of stock, we also asked our factory and they can not tell us the accurate date when it comes back. Or do you want to remove this pair from the order ?

stephanie_mackley Time: 2026-09-23 18:50

Q: Order 80926011239275 Please provide status as all the frames seem to be in stock from my end and what u see online! Thanks, S. Mackley

A: Dear Stephanie Mackley, We are sorry to tell you that we have checked our system and it shows that it is out of stock, we also asked our factory and they can not tell us the accurate date when it comes back. Or do you want to remove this pair from the order ?

Asiris Aranda Time: 2026-09-23 18:38

Q: Hello, the USPS tracking says insufficient address and that it was returned to sender. I have used the same address for other orders in this same websites and others and I have never had this issue before.

A: Dear Asiris Aranda, Ok, we will redeliver package to you when we receive it.

tmw8 Time: 2026-09-23 16:38

Q: I left out the apartment number in my address My address is 1001 Sylmar Ave Spc 140 Clovis, CA 93612 Also, can I add a pair of glasses to this order?

A: Dear TM White, Would you please tell us which pair you want to add to your order ?

jjerina234 Time: 2026-09-23 16:08

Q: I cannot find the status of my order. Jennifer Jerinaz

A: Dear Jennifer Jerinaz, We are sorry to hear that,would you please tell us the order number first?

Arianna Bacon Time: 2026-09-23 14:18

Q: Hello. I have ordered from this website many many times since 2017 as you can see if you look up my orders, I have ordered so many frames that I don’t even wear them all because I have so many. A pair that has been my favorite (that I ordered in 2023) is called Isabis and I ordered them in the blue color, however I only wore them ONE TIME since I bought them, and I put them on again just now to wear a second time and they broke! I am soo very disappointed and have wasted my money, I understand it was a couple years ago, but I am wondering if there is anything you can do to make this better, I would love to order another pair for free or anything you can offer me to fix this. I will send you the photos of the glasses that cracked if you can please reply to me. Thank you so much, I spend a lot of money on glasses because I need high index lenses so I am very sad about this.

A: Dear Arianna Bacon, We are sorry to hear that,in normal, your order is exceeded the guarantee period, we can only offer you a $5 coupon. But concerning your case, we can offer you a $25 coupon and you can use the coupon to place a new order. Would you please tell us whether you can accept it? Note: This coupon cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

charlene youngstrom Time: 2026-09-23 13:43

Q: I ceant get a coupon to work

A: Dear charlene youngstrom, Would you please fill the code in the shopping cart and take a screenshot to show us the problems in details ?

Guenever Aldrich Time: 2026-09-23 12:51

Q: I just moved my head and the frame snapped. I've had these glasses less than a month. They are the only glasses I have with my current script. What do I do? Help!

A: Dear Guenever Aldrich, We are sorry to hear that, please don\'t worry. We will try our best to help you. But in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

smartin0507 Time: 2026-09-23 09:17

Q: Ok I’m just confused because usps says it was delivered at 4:06 on the 21st. I obviously didn’t get it and now it says it’s at the center?

A: Dear Susan Martin, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 12:19 pm on September 23, 2026 in PHOENIX, AZ 85028. Do you check your mailbox ?

Asiris Aranda Time: 2026-09-23 07:52

Q: Hello, I have made other orders before with you with the same address and I just receive an alert from USPS that the package was returned to sender because of incomplete address after waiting around three weeks for my order. I have changed anything on the address settings, and its also the same address that I use in other companies like Amazon. I have necer before had this problem. I will be waiting for your response, Thank you Asiris

A: Dear Asiris Aranda, Ok, we will redeliver package to you when we receive it.

CHLOE BRAGA Time: 2026-09-23 06:45

Q: Thank you for your fast response. It is the progressive glasses from order #20826261215004. 'Seymour' in particular and 'Heather' is a little off, too but not as much as 'Seymour'. Also, it seems I have very little range in viewing out of 'Seymour.' I ordered the 'Super High Index 1.67 but maybe that has a smaller viewing area? My left eye is a little more blurry than my right, particularly in the distance and and in the mid-range, I cannot find a clear spot. It's all distorted and I have a teeny 1-2mm clear area, which is not how the last glasses you made me. Maybe the 'High Index Pro 1.61' lenses have better viewing area? Please advise?

A: Dear CHLOE BRAGA, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. Is this the first time you use this prescription ? 2. And would you please tell us when your eyes focus on the distance range of the lense and look far away, can you see something far away from you clearly? 3. And would you please tell us when your eyes focus on the near range of the lenses and reading, can you see something at a close distance clearly? 4.Would you please put on your glasses, adjust the position of your glasses on your face to see if you can find a position where your eyes can see somthing clearly ? 5.would you please tell us whether your correct PD value is 61 ?

Angela Coleman Time: 2026-09-23 05:36

Q: I am writing with regards to order 80726141531059. I have attempted to wear the other two pairs on multiple occasions and I am unable to wear them comfortably. Both pairs cause headaches and make it difficult to see. While I understand that these are progressive lenses and different than what I’ve worn in the past, I cannot get comfortable with them as the headaches won’t stop with them. Please advise if anything can be done.

A: Dear Angela Coleman, Sorry to hear that, please don\'t worry, you can try the first replacement glasses first. After you receive the first replacement glasses, please contact us asap. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596313108867

smartin0507 Time: 2026-09-22 21:07

Q: I was emailed stating my glass you be delivered. By Tuesday Sept 22 by 9pm. I have not. What is the issue?!?

A: Dear Susan Martin, We would like to tell you that your item arrived at the USPS facility in PHOENIX AZ DISTRIBUTION CENTER on September 21, 2026 at 8:15 pm. The item is currently in transit to the destination. You will receive it soon. And would you please send us photo of the email you received to our email address: service@mail-wherelight.com ?

Sammie Rouse Time: 2026-09-22 20:39

Q: My shipping label was created on September 17th and it still only shows as created not that my glasses have shipped even though I paid extra for faster shipping.

A: Dear Sammie Rouse, We would like to tell you that your package is in transit to the US. During this time, the tracking information of USPS will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

shydroopy5 Time: 2026-09-22 18:45

Q: My item says delivered 9/17. I did not receive anything

A: Dear Gloria Vera, First, we want to extend our sincerest apologies for the frustration, confusion, and distrust this lack of visible tracking activity has caused you. We fully recognize how misleading it appears to see only a shipping label created with no carrier scan, and we take full responsibility for failing to clearly explain our cross-border shipping process to you upfront. Here is a clear breakdown of how our shipping works: All orders are first consolidated into bulk freight shipments and sent via UPS from our warehouse in China to our dedicated U.S. transit hub. Before this bulk shipment departs China, we pre-generate individual last-mile shipping labels for every order — these labels are for final delivery via USPS, GoFo, or UPS. This is exactly why the tracking currently shows only \"label created\" on the carrier’s website. The tracking number we shared with you only covers the final leg of delivery: from our U.S. transit hub straight to your address. It will not reflect any new scan records until the bulk shipment arrives at our U.S. hub, is unpacked, sorted, and formally handed over to the local delivery carrier. We do not provide tracking information for the initial bulk freight segment from China to the U.S. hub, which is why your tracking has shown no movement up to this point. Rest assured your order is already in transit and on its way to the U.S. hub. The bulk shipment is expected to arrive at the hub within next week, and will be dispatched for final delivery immediately after sorting. You will receive your orders soon.

Stacy Meyer Time: 2026-09-22 18:01

Q: What is an e line bifocal

A: Dear Stacy Meyer, E-line bifocal, also known as Executive bifocal, is a type of lined bifocal lens. It has a full horizontal line running across the entire lens. The area below the line is all for near reading vision, which gives the widest reading zone compared with flat-top bifocals. We normally make flat-top bifocals (D-seg) by default. However, for certain prescriptions, flat-top bifocals cannot be manufactured. In such cases, we will switch to E-line bifocals, subject to your prescription.

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