Consulting Servive Center|WhereLight

cupcakes64us929 Time: 2026-04-27 17:06

Q: Where are the glasses? 20426121328011 order number. They still have not been received by USPS. They should have been almost to me by now.

A: Dear Donna Roberts Vela, About order#20426121328011,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.

ctrelease4 Time: 2026-04-27 14:43

Q: The glasses are too heavy on my face . How do I return them?

A: Dear John Trelease, 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 $60 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.

mzbrittanica Tanica Time: 2026-04-27 14:38

Q: Hello!! I would like to return one of my products from my last Order# 20426020933284. They are not fitting to my liking. For some reason I am having a hard time with processing my return. Thank you so much!

A: Dear Tanica, 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?

Russo Genna Time: 2026-04-27 14:03

Q: 80326281847461 They did not come with my colored lenses on 2 of the pairs I ordered them with

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

madsergeant Time: 2026-04-27 13:10

Q: I think that in the glasses the reading part is placed to high. The sunglasses have bigger glasses and there it is not noticeable. But the looking at a distance in the normal glasses is only in the high part of the glass. When i look straight forward the vision blurres. Is there something we can do about it? Kind regards, Dave Westerlaken

A: Dear custmer, 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?

pamela Time: 2026-04-27 13:08

Q: It will not let me change my password. trying to buy glassed

A: Dear Pam Falconer, we would like to tell you that we have emailed you the new password, please check your email.

Amanda Guy Time: 2026-04-27 08:53

Q: Just received glasses, they are blurry when I turn my head slightly. They also make the ground look like it's deeper and I mistep because of it. The prescription is correct but I can only see clearly out of the direct center of the glasses. They are also blurry when I look down

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

melissa peinado Time: 2026-04-27 08:46

Q: Hi, Yes I can take a picture and send it. Where would I upload the picture? thanks Melissa

A: Dear Melissa, we would like to tell you that you can send picture to our email address: service@mail-wherelight.com

sanchezdarlenys Time: 2026-04-27 08:06

Q: What is going on with my order? I paid extra to receive it sooner, and they haven't even shipped it yet.

A: Dear customer, We are sorry for delay, We are sorry to tell you that the rimless glasses are complex in techniques, so it will cost more time than the normal glasses. We will rush the order for you

Ellie Orzechowski Time: 2026-04-27 05:16

Q: Prescription incorrect

A: Dear Ellie Orzechowski, 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?

stacy.hoja Time: 2026-04-27 01:42

Q: I need someone to email me back as soon as possible. I ordered 2 pairs of glasses on 4/21/2026 & paid for the advanced shipping & it notified me on 4/23/2026 that they had been shipped with a tracking number. I keep checking the tracking number provided, it’s 4/27/2026 now & it has only said that a shipping label has been printed “waiting pre-shipment”. If you could please let me know what this means & if the glasses will be to me within the advanced shipping timeframe? I was needing to completely understand when to expect them to be able to start my schedule for when I have received them & I can’t do this until I get the shipment. Thank you so much for your time.

A: Dear Stacy, 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.

ednaw Time: 2026-04-26 21:05

Q: Hello it’s been about two weeks since I ordered glasses and have not gotten them if I do not receive them soon I will let my credit card take care of it get back with me soon

A: Dear customer, About order#80326311317212, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106203352223 About order#80326301456084, we will ship this order out this week.

h.elena25 Time: 2026-04-26 17:11

Q: Hi. I just placed order #20426261700118 and want to know if I can fix my prescription. I want Product: Vexel(1988) just for distance and Product: clip on 012(81013) for distance and near sighted (Progressive). I upgraded my prescription after I placed the order. Please help me. Elena Henriquez h.elena25@outlook.com

A: Dear Elena Henriquez, 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?

Jeannine LaPorte Time: 2026-04-26 07:42

Q: the frame of my glasses broke!!!

A: Dear Jeannine LaPorte 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?

Beavers brittany Time: 2026-04-26 05:40

Q: Please refund purchase number 80426251707579 as I was double charged at two different prices even though I made 1 purchase in the amount of $45. Thanks.

A: Dear Beavers Brittany, We are sorry to hear that,would you please take a screenshot of two payment and send it to us first ?

Atlas Time: 2026-04-25 21:58

Q: Hello! On March 28th, I ordered the Newsome (16390) in Red, and earlier today one of the lenses popped out, and will no longer stay In place anymore. I saw that it was possible to exchange glasses, would It be possible to exchange in the broken pair for a new one? If not it's absolutely no worries. I just couldn't find much info on exchanges and figured it was easier to reach out!

A: Dear Atlas, 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 ?

Deanna Lander Time: 2026-04-25 17:34

Q: I would like to refer some friends and I thought that I had a code but I can't locate it. Can you help?

A: Dear Deanna Lander, We are sorry to tell you that this program is suspended.

Nancy Velasquez Time: 2026-04-25 16:10

Q: Hello I ordered 2 pairs of glasses and 1 fits perfectly but the other needs to be in a larger size. Order # 80426141320066. SN:YH28-260. Please provide instructions on how I should return them to get size large. Thank you! Nancy Velasquez

A: Dear Nancy Velasquez 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?

Gabriela Lazo Time: 2026-04-25 09:56

Q: Can I cancel yesterdays order? Thank you.

A: Dear Gabriela Lazo, We are sorry to hear that,would you please tell us the reason why you want to cancel order first ?

Joseph Lindsey Time: 2026-04-25 08:42

Q: My order from March 10th was delivered a few weeks ago. I wore my glasses 3 times and they cracked. Is there a replacement or reposition for this.

A: Dear Joseph Lindsey, 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?

Carol Sandberg Time: 2026-04-25 07:42

Q: Hello, I like many of your glasses frames that are on the wide side and have a lens width greater than 50, and a frame width greater than 130. When I try to order them your software tells me to select a different frame because my PD is 61. I would give you my business if you would allow me to order the frames I want! The smaller sizes do not look good on my face.

A: Dear Carol Sandberg, We would like to tell you that you can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=61

Reginald Davidson Time: 2026-04-24 16:36

Q: I just purchased two pair of glasses that are now listed on sale. What options are available to match the current price? Regards, Reggie Davidson 512.876.6122

A: Dear customer, Sorry, do you mean that you want to fill other promo code in your shopping cart ?

Brianna Time: 2026-04-24 13:37

Q: Hello, On your photochromatic page, you show purple photochromatic lenses as an option, but I can't see where I can select them when selecting lenses. Can you assist?

A: Dear Brianna, We are sorry to tell you that we can only make single vision lenses with photochromic purple tint.

rosezenaa Time: 2026-04-24 12:42

Q: I want to cancel my last order. Please let me know if this is possible. I want to catch it before anything is made or processed please. Thank you for your time.

A: Dear Rosezena T Coggins, We are sorry to hear that,would you please tell us the order number first and the reason why you want to cancel it ?

powellcheri75 Cheri Time: 2026-04-24 12:30

Q: Thank you, yes, a $40 coupon/credit would be greatly appreciated! Thank you so much, Cheri

A: Dear Cheri, Thanks for your understanding. we have emailed you the coupon. You can check the code in the email.

Moon Sue Time: 2026-04-24 11:32

Q: I forgot my password and the email you sent doesn't completely download to change it.

A: Dear Moon Sue, we would like to tell you that we have emailed the new password, you can check it in your email.

Claire Wood Time: 2026-04-24 11:13

Q: Order 80426241108197 - PD should be the same for all pairs of glasses - I had to change this! It’s the same as my previous orders. Thank you! ??

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

angelsofcompassionca Time: 2026-04-24 10:38

Q: I got my glasses and the tint is not put in the one pair when I go out into the sun It doesn't darken. And the other pair is not bifocal It doesn't focus at all almost like there's no prescription in it

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

ednaw Time: 2026-04-24 07:30

Q: Where is my glasses

A: Dear customer, About order#80326311317212, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106203352223 About order#80326301456084, we will ship this order out this week.

Bonnie Dobson Time: 2026-04-24 07:10

Q: I've entered an order, but the BOGO50 is not applied. I would also like to know how to change the currency to Canadian dollars before I provide payment.

A: Dear Bonnie Dobson, We would like to tell you that we have applied bogo50 to this order. And we are sorry to tell you that we can not switch the amount owing to Canadian dollars.

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