Consulting Servive Center|WhereLight

Debbie Chamberlin Time: 2026-04-07 19:29

Q: What lens options do I need to choose to get driving glasses? My prescription is progressive

A: Dear Debbie Chamberlin, 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?

Nancy Fowler Time: 2026-04-07 14:27

Q: I need to return a pair of glasses I just received. I thought I ordered them like my other glasses (tint when in sun), but they are full sunglasses. Can I have them changed? I like the glasses just don’t need them as only sunglasses. Thank you

A: Dear Nancy Fowler, 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 $120 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 and other promo code can not be used in one order at the same time.

shely621 Time: 2026-04-07 06:53

Q: I received a code (best25) to get a 25% discount on an order, but the code didn't work. I don't understand why I received a code if I can't use it.

A: Dear customer, We are sorry to hear that,would you please fill the code in your shopping bag and take a screenshot of it ?

Marisabel Ruiz Time: 2026-04-07 02:36

Q: Hi, I'll check with the post office to see if they have it. Thanks.

A: Dear Marisabel Ruiz, If you don\'t receive it finally, please contact us asap.

Elizabeth Valdez Time: 2026-04-07 01:08

Q: I dont understand why I must send pictures to prove my glasses are small for my face when I'm trying to return my glasses within the 30 day window. Plus my sunglasses are hurting my eyes when I wear them. Why do I feel this process ifor a return s getting difficult?

A: Dear Elizabeth Valdez, Would you please tell us which pair you want to return ?

J.L. Holland Time: 2026-04-06 19:15

Q: I paid for Expedited Shipping. The order showed as completed with a label created for UPS pickup on April 1st, the middle of the week. UPS did not actually receive the package until today, April 6th. Now the package will not arrive before Friday, if even. Can you upgrade the shipping through UPS so that we receive it on time? Or refund shipping.

A: Dear J.L. Holland, We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. And the shipping time is not over the time we promised. But concerning your case, we can offer you a $20 coupon, would you please tell us whether you can accept it ? Note: this coupon and other promo code can not be used in one order at the same time.

myserenity.michelleb Michelle Time: 2026-04-06 19:13

Q: My glasses I ordered have the incorrect pupillary distance. Can I send back the 2 glasses I ordered and get replacements made?

A: Dear customer, 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? Would you please tell us which pairs you want to return ?

Costello Riccardo Time: 2026-04-06 19:07

Q: Order number 80326241744107 has said it’s shipped since 3/30/26. This was a week ago, where is my order?

A: Dear Costello Riccardo, We would like to tell you that your package is departed GOFO Regional Hub,Lewisville, TX. You will receive it soon.

Jennifer Herrera Time: 2026-04-06 17:06

Q: Order # 21225011915495. Frame broke on the Marianne and a lens fell out. Lens is fine. Wanting to see about a replacement.

A: Dear Jennifer Herrera, 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?

amontanez93 Time: 2026-04-06 15:41

Q: This is the third time I've written and no one has replied. I need to return my last pair of glasses and I need your help.

A: Dear Amarilis Montanez, We are sorry to hear that,would you please tell us the reason why you want to return glasses ?

amontanez93 Time: 2026-04-06 15:41

Q: This is the third time I've written and no one has replied. I need to return my last pair of glasses and I need your help.

A: Dear Amarilis Montanez, We are sorry to hear that,would you please tell us the reason why you want to return glasses ?

berrioslymari31 Time: 2026-04-06 15:38

Q: Hello, how long does it take to process an order for shipping? Thank you.

A: Dear Lymari Berrios Molina, We need to confirm the prescription with you since your sph values and cyl values are all positive . Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We sent many emails to you, but you don\'t reply us, if you can receive this email, please reply us asap.

Matos Carolynn Time: 2026-04-06 15:04

Q: Good afternoon, I placed an order on 4/2/26 (Order #20426021537524). While reviewing the order details, I noticed a few things I would like clarification on. The prescription type listed shows “Multifocal lenses” and the size says “Medium,” but I also see “Large” referenced. Could you please confirm which size was actually ordered? Additionally, I placed an order for a progressive prescription. Could you please confirm whether “multifocal” refers to progressive lenses in this case? How soon can I get my order? Thank you for your time and assistance. I look forward to your response. Best regards,

A: Dear customer, We would like to tell you that you chose large frame in the order, and you ordered progressive lenses in the order.

Katt Flickner Time: 2026-04-06 15:02

Q: I need a refund for the clear glasses in my recent order

A: Dear Katt Flickner, We are sorry to hear that,would you please tell us your problems in details ?

Patterson Samantha Time: 2026-04-06 13:26

Q: I need to return order #20326201337378 and "conveniently" cannot find the Refund button.

A: Dear Samantha, We are sorry for this. Concerning your case, we can offer you a $25 coupon . 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 and other promo code can not be used in one order at the same time.

Jessica Quinones Time: 2026-04-06 13:02

Q: Something went wrong with one of my glasses

A: Dear Jessica Quinones, We are sorry to hear that,would you please tell us which pair has problems ?

Jessica Bicknell Time: 2026-04-06 13:02

Q: I need to return the heart-shaped glasses, Is it possible to redo the lenses without the progressive lenses. The way the lens s shaped , I can't drive with them on.

A: Dear Jessica Bicknell, 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?

Kassie Time: 2026-04-06 12:34

Q: Hello, I just wanted to find out if you offer polycarbonate lenses?

A: Dear customer, We are sorry to tell you that we don\'t offer polycarbonate lenses.

mrmeex Time: 2026-04-06 12:22

Q: Hello, I would like to return order 80326221611027. These frames were too small for my face.

A: Dear customer, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

Nikolai McGee Time: 2026-04-06 11:06

Q: Hi there, I got notification that the glasses were shipped on 3/31 and there's been no movement. The tracking just says label created. Can you please give me an update?

A: Dear Nikolai McGee, We would like to tell you that your package has arrived at GOFO Regional Hub,Lewisville, TX. You will receive it soon.

delmazocruz95 Time: 2026-04-06 10:41

Q: Got my glasses but wrong prescription

A: Dear Cruz Delmazo, We are sorry to hear that, would you please tell us whether you can see something far away from you clearly when you wear this pair of glasses ?

Dani McKee Time: 2026-04-06 10:23

Q: 80326252048390 this order said it was shipped out 3-31-36. i paid for express shipping and still have not recieved

A: Dear Dani Taylor, We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. But concerning your case, we can refund you $5, would you please tell us whether you can accept it ?

margaritarivera10 Time: 2026-04-06 09:40

Q: 80326310742203 Where is my glasses

A: Dear MARGARITA, We have checked it for you and would like to tell you that your order is still being processed now but we have rushed it for you, we will ship the glasses to you soon. When it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.

margaritarivera10 Time: 2026-04-06 09:40

Q: 80326310742203

A: Dear MARGARITA, We have checked it for you and would like to tell you that your order is still being processed now but we have rushed it for you, we will ship the glasses to you soon. When it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.

nikki Stalker Time: 2026-04-06 08:18

Q: 80326291800257any updates on my glasses

A: Dear Nikki Stalker, We would like to tell you that we will ship your order out tomorrow.

erickkacjones Time: 2026-04-06 06:52

Q: Hello, I would like to request a return for my order #80326070721338 / Article # 97112 Name: erickka jones Email used for order: erickkacjones@gmail.com Order date: 3-7-2026 Item(s): 1 item for return Reason for return: They are too small for my face. i would like to order a different frame. Please let me know the next steps and confirm the correct return instructions. Thank you, erickka jones 917-806-7375

A: Dear customer, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

Meaghan Long Time: 2026-04-06 05:11

Q: Hi! My glasses are still processing. I’ve never had glasses take this long with Wherelight. Can I please get an ETA when I can expect them? I got fast shipping because my other glasses broke

A: Dear Meaghan Long, We are sorry for the delay, we will ship your order out this week.

Lori Valcarcel Time: 2026-04-06 04:52

Q: Hello. I sent a message indicating the glasses brok and to kindly send a replacement in Service Order section

A: Dear LORI VALCARCEL, We are sorry for this, concerning your case, you can choose a new frame and we can make the eyeglasses for you for free. Would you please tell us whether you can accept it ? If you can accept it, please tell us the frame’s name and color.

Lisa Chambers Time: 2026-04-06 01:14

Q: Hello, Bunny Frames from order 80326122157193 have arrived with a defective loose arm. It cannot be tightened as if the metal will soon break.

A: Dear Lisa Chambers, 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?

Kathleen Elza Time: 2026-04-05 21:33

Q: Please provide tracking for my order: 80326250816443 I tried the link, and no information was found.

A: Dear Kathleen Elza, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 8:49 am on April 6, 2026 in HAGERSTOWN, IN 47346. Do you check your mailbox ?

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