Consulting Servive Center|WhereLight

michelle.lee651 Time: 2026-03-18 23:04

Q: Good morning. Was wondering if my order has been shipped out as my usps is showing it’s still in pre-shipment stage (waiting on items). My daughter is super excited to try these beautiful glasses.

A: Dear customer, 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.

Carl Daniel Time: 2026-03-18 20:46

Q: I am trying to fill an Add value in my prescription, however there isn't a +0.75 for both L and R available. How do i solve this problem.

A: Dear Carl Daniel, We are sorry to tell you that we can not make ADD value 0.75, we suggest you to choose single vision lenses.

Maritza Rodriguez Time: 2026-03-18 20:32

Q: Good evening, I'm checking on my order #20226211051370 placed on 02/21/2026. I haven't received any update since 02/23/2026, I was wondering if you could give me an update on the shipping status. Thanks in advance.

A: Dear Maritza Rodriguez, Would you please tell us whether you want progressive lenses ? We sent many emails to you, but you don\'t reply us, if you can receive this email, please reply us asap. In order to making sure that you will not receive incorrect glasses, we will cancel your order and will refund you the money if you don\'t reply us until next Tuesday.

Angel Reedy Time: 2026-03-18 17:56

Q: There is a frame I’m very interested in (Keith) but it doesn’t give me an option to choose my lenses and just says “frame only”. Is there a reason why that is? Or would I be able to get my prescription put in them?

A: Dear Angel Reedy, We are sorry to tell you that we can not make this frame with prescription lenses.

hope.self Time: 2026-03-18 16:31

Q: Hello - I ordered 2 pair of glasses (Order # 20226281713165, total price $144.17) that arrived yesterday. They are beautiful! However, on my credit card statement, I also got charged for another order (#20226281704507, total price $174.17). This (2nd) order was in my cart by mistake, and I did not purchase them. However, I was chaged for this ($174.17). Can you correct this and take this off of my credit card? Thank you. Hope Self (hope.self@att.net). Thank you so much.

A: Dear customer, We are sorry to hear that,please don\'t worry, would you please take a screenshot of two payments ?

cge1975 (Claud) Time: 2026-03-18 16:18

Q: This is the 3rd time I'm trying to get my eyeglasses replaced or refunded for. My order 80226242037009 the Yore (tortoiseshell) pair I want replace refunded or replaced. The prescription is correct but I can't see and they make me dizzy when I wear them. Please tell me what to do to get them replaced or refunded. If I don't get resolution to this problem I will dispute the charge and never buy from this website again. I don't want to have a similar problem in the future and not get any resolution.

A: Dear customer, Please don\'t worry. We can remake the glasses for you. But we need to find the reason at first. Would you please wear the good eyeglasses and take a photo of it ? And would you please wear the uncomfortable eyeglasses and take photos of them ?

Andrea Mowry Time: 2026-03-18 13:47

Q: I need to change my glasses width from a medium to a large. I just realized I hit the wrong size

A: Dear Andrea Mowry, We are sorry to tell you that this frame only have medium size, do you want to change a different frame ?

Mayrim Ortiz Time: 2026-03-18 13:26

Q: Hello, I am contacting you regarding order #20326180604506. For the selected glasses Product: Yvonne (M493), I mistakenly entered some values in the prescription and would like to request a correction before the order is processed. Incorrect values entered: OD SPH: -2.75 OS CYL: -0.50 PD: 68.0 Correct values should be: OD SPH: -2.50 OS CYL: -0.25 PD: 62.0 I would appreciate it if you could please update these values in the order. I look forward to your confirmation. Thank you very much.

A: Dear Mayrim Ortiz, We are sorry to hear that, but we are sorry to tell you that we can not make Yvonne (M493) with PD value 62, would you please choose other smaller frame ?

janeta54 Time: 2026-03-18 12:28

Q: I just placed an order but forgot to add my code!!! BOGO. HELP!

A: Dear customer, We would like to tell you that you have used bogo discount in the order, please don\'t worry.

Isha shariff Time: 2026-03-18 12:19

Q: Hello, my order for my glasses were setback because I don't live at that address anymore and I was never contacted on if I wanted to put a different address or do something else. I do have an address now that can be used which is 1577 Thomas ave Columbus Ohio 43223

A: Dear Isha Shariff, Please don\'t worry, we have corrected address for you and will redeliver it to you when we receive it.

Stephanie Johnston Time: 2026-03-18 11:44

Q: I just placed another order as well for a couple of additional frames, if it's just as easy, maybe the remade pair can be shipped in that one shipment? :)

A: Dear Stephanie Johnston, We are sorry to tell you that we can not make progressive lenses with rimless frame now. So we can not make that frame with progressive lenses now. And for your new order, we find that you chose single vision lenses in the order. Are you sure about this ?

Stephanie Johnston Time: 2026-03-18 11:35

Q: Honestly, just do the same frame in that case. There are very few frames available that are suitable.

A: Dear Stephanie Johnston, We are sorry to tell you that we can not make progressive lenses with rimless frame now. So we can not make that frame with progressive lenses now. And for your new order, we find that you chose single vision lenses in the order. Are you sure about this ?

KA Time: 2026-03-18 06:58

Q: Hello! I recently ordered 2 pairs of glasses with progressive lenses. The one pair is perfect, however the other one... something is wrong with the Rx on the lenses. I love the frames, the Rx on file is correct, so how can I possibly get the lenses corrected? Thank you in advance!

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

Constance Motiean Time: 2026-03-18 06:29

Q: My PD is not listed on your drop down menus.

A: Dear Constance Motiean, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses. You can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=61

Constance Time: 2026-03-18 06:21

Q: Hi. I have a problem with your order form online and on the app. My PD is not listed on the drop down menus. My PD is 30.5 and 31.5. Those numbers are not on drop down menus. It starts with 32 on your menu.

A: Dear Constance Motiean, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses. You can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=61

caitlin walker Time: 2026-03-18 06:03

Q: Hi, one pair of my glasses have snapped at the hinge, some beads have fallen off. I replaced them. The pearl paint has worn off. I repainted. the second pair have lost the nose piece and diamantés have fallen off. I’ve tried to replace but it’s no use. Can I please have a rebind thru are less than 6 months old. The Thurs have also snapped at the hinge. I’m happy to send them back to show you

A: Dear Caitlin Walker 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? And would you please tell us order number first ?

Tameri Harris Time: 2026-03-18 05:14

Q: My order has yet to ship. I have not received any confirmation that is shipped and it’s not showing in the account that it shipped. Please let me know the timeframe. If not just issue a refund. Thank you.

A: Dear Tameri Harris, We have checked your order and we would like to tell you that your glasses are adding Anti-Fog coating now. But we have rushed it for you,when it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated. Concerning your case, we can refund you money $10, would you please tell us whether you can accept it ?

Ashia Time: 2026-03-17 19:49

Q: Checking the status of Order#80326101822451

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

Leah Time: 2026-03-17 18:50

Q: Hello, when trying on glasses using the 'Try On' method, the frames are huge no matter what size I have chosen. Choosing small frames look just as big as large frames. I have uploaded a photo, but the glasses look wrong on the preloaded faces as well. Please help! I can't see well enough to buy frames with the AR tool. Thank you!

A: Dear Leah, We are sorry to hear that,would you please tell us which frame you want to try on ?

cge1975 Time: 2026-03-17 17:39

Q: Hi. My last order -#80226242037009 the tortoiseshell pair of eyeglasses I couldn't see with. I get dizzy and it's blurry but the prescription is correct. The other 2 pairs of glasses are ok the green and pink. I was asked to send a picture. How do I send a picture? I would like to know what I need to do to get the bad glasses replaced or get a refund for it. Please let me know. Thank you.

A: Dear customer, Please don\'t worry. We can remake the glasses for you. But we need to find the reason at first. Would you please wear the good eyeglasses and take a photo of it ? And would you please wear the uncomfortable eyeglasses and take photos of them ?

Denise Alejandro Time: 2026-03-17 14:41

Q: I am waiting for my 2 orders of glasses that I need immediately for a new Rx and I am showinng it is being shipped to the incorrect address. I entered my new address at 17911 Kings Park Lane but you are mailing it to a skylark address which is an old address. Can someone give me a call to get the orders shipped to the correct address (expedited) please and thank you Mar 2, 2026 11:05:11 Order# 20326021105118 Order #20326050527351 Creation time: Mar 5, 2026 05:27:35 my number is 832-800-6968

A: Dear Denise Alejandro, We are sorry to hear that, but we checked your order and we are sorry to tell you that the address you filled in the order is 302 Skylark Rd 95, not 17911 Kings Park Lane. Would you please tell us correct address first ?

Stephanie Johnston Time: 2026-03-17 13:22

Q: Is it possible to just make them single-vision with the distance portion of the rx? I honestly don't even use or care for the progressive part. :)

A: Dear Stephanie Johnston, Sorry, the price of this frame is also more expensive, would you please choose other frame ?

rainblue182 Time: 2026-03-17 13:22

Q: I need a canadian address to use for my insurance claim.

A: Dear customer, We are sorry to tell you that we don\'t have canadian address, we only have chinese address. Do you want it ?

Tammie Cross Time: 2026-03-17 12:59

Q: 20226241615110 Order number. I still have not received my order can you tell me is there an issue? It was spared to be faster delivery

A: Dear Tammie Cross, We would like to tell you that your item arrived at USPS facility in GREENSBORO NC DISTRIBUTION CENTER on March 17, 2026 at 10:48 pm. The item is currently in transit to the destination. You will receive it soon.

chubdaddie4 Time: 2026-03-17 11:29

Q: I ordered 4 pairs of glasses and upon receiving them, noticed one of them was not what I expected. I expected the frames to all be black, but the frame around the lens is actually purple?! I would like to exchange for a different frame at same price. how can we make this happen?

A: Dear Clint Knight, 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?

Rita Mora Time: 2026-03-17 10:01

Q: My name is Rita Mora. I have a pair of glasses in my cart but I want to make sure of the following before I order: Frameless glasses, single vision, Lavendar lenses, thin lense. Can you confirm that the lenses will be lavendar? Thank you,

A: Dear Rita Mora, Sorry, we can not check your shopping cart, would you please take a screenshot of it ?

Jackson Ashley Time: 2026-03-17 06:52

Q: Order number 80326170650178 I was trying to apply discount code bogo50 but it wouldn't let me. Please advise

A: Dear Jackson Ashley, We would like to tell you that you have used it in order#80326170738432. If you have any questions about us, please contact us when you are free.

Michelle Thomas Time: 2026-03-17 06:26

Q: Hi I’m trying to order some glasses and my PD is 60 but that option is not up there for me to choose so if you can help me out i would appreciate.

A: Dear Michelle Thomas, We would like to tell you that you can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=60

strawbry25 Time: 2026-03-16 20:48

Q: Hello , I wanted to inquire about exchanging the last glasses that I received because they won’t stay on my face. I really like the color and shape but these are not as sturdy as previous styles and slide off whenever i bend over to pick something up at work.

A: Dear Meredithjohnson, We would like to tell you that you can use some anti-slip leg sleeves

revueltamelissa Melissa Time: 2026-03-16 20:24

Q: I bought a pair of glasses and I forgot to update my shipping address. It’s being shipped to 14680 WESTERLY Drive apartment 5233 Winter Garden, FL 34787. But my updated shipping address is 8250 Bayview Crossing Dr. Winter Garden, FL 34787. My.Order Number: 80326162001558

A: Dear Melissa Revuelta, We would like to tell you that we have corrected it for you

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