Consulting Servive Center|WhereLight

amyrdh1975 Time: 2026-10-05 08:42

Q: Please cancel my order I accidentally ordered wrong glasses

A: Dear customer, Ok, we will cancel your order and will refund you money.

amyrdh1975 Time: 2026-10-04 20:08

Q: I need to cancel my order I accidentally sent the wrong order in I have several in my cart I wanted to order instead I accidentally deleted the wrong glasses out of my cart

A: Dear customer, Ok, we will cancel your order and will refund you money.

Sarah Time: 2026-10-03 10:32

Q: Order #80926201250245. I paid for advanced shipping. They were shipped on 9/29. However, they are still in Cary, NC 5 days later. Can you please assist? I’d also like to be refunded the advanced shipping costs.

A: Dear Sarah Chaffee, We would like to tell you that your item arrived at the USPS facility in GASTONIA, NC 28054 on October 5, 2026 at 6:33 pm. The item is currently in transit to the destination. You will receive it soon.

Sharon Richmond Time: 2026-10-03 08:48

Q: Greetings WhereLight Team, Unfortunately, both pairs of glasses from Order #20926071146164 are not working for me. I have been wearing them interchangeably in conjunction with my current glasses however I'm having a lot of trouble with depth perception and constant headaches. I absolutely adore both frames and would like to reorder both but without progressive lenses. Please let me know what my options are as soon as reasonably convenient. Thank you and do have a great day. Sharon Richmond

A: Dear Sharon Richmond, 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?

Natasha Pierce Time: 2026-10-03 08:33

Q: My glasses were supposed to come in on yesterday October 2nd. According to the postal service they were sent back to the sender because the address was incorrect. Can someone please assist me on what I need to do next

A: Dear Natasha Pierce, We are sorry to hear that,would you please double check the address you filled in the order below ? Is it correct ? 14 Covington Pl ,Hattiesburg ,MS,39502

Paula Walker Time: 2026-10-02 21:31

Q: Is it possible to have my glasses remade on a higher grade lens these aren’t showing very clearly and I’m not sure what to do. Please assist.

A: Dear Paula Walker, 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?

doreen.v.hoye Time: 2026-10-02 14:58

Q: Hi, am I able to change the shipping? I would like to get my glasses as soon as possible

A: Dear Doreen Hoye, We are sorry to tell you that the shipping time exclude the production time. Please don\'t worry, we will rush order for you.

Jessie Time: 2026-10-02 13:43

Q: Will the Kattie ever be restocked? They're my favorite.

A: Dear Jessie, We are sorry to tell you that it will not come back in stock.

TOYE JOHNSON MCSWAIN Time: 2026-10-02 11:14

Q: I bought replacement frames for a couple of pair I bought from you because the original frames broke. How can I chane the lens to the new frames. I tried and can't get them to go in.

A: Dear Toye, Thanks for your message! It can be tricky to seat lenses into new acetate full-rim frames like your Bryan 7727. Please follow these steps: 1. Warm the frame gently Acetate frames are stiff at room temperature. Use a hair dryer on low heat or soak the frame in warm (not boiling hot) water for 30~60 seconds to soften the rim groove. Don’t overheat it, or the frame will warp. 2. Insert the lens Start by fitting the upper corner of the lens into the top groove of the frame first. Then use your thumbs to slowly and evenly press the remaining edge of the lens into the rim. Work little by little around the lens perimeter. Do NOT force it hard, as too much pressure can crack the lens or break the frame. 3. Double check Once fully seated, inspect all around the lens edge to confirm it sits completely inside the groove. ⚠️ Important note: This is a DIY method. If the lens shape does not perfectly match the new frame groove, forcing installation may scratch lenses, crack the lens or break your new frame. If you still cannot get it in after warming, we recommend visiting a local optical shop. Opticians have professional tools to fit the lenses safely. Here is a YouTube tutorial showing exactly how to insert lenses into plastic full-rim acetate frames: https://www.youtube.com/watch?v=GUqBiBOsFCI Please let me know if you run into any further trouble!

ann Time: 2026-10-02 11:11

Q: I am wondering if I can still change the delivery address for my order? It shows the order is still processing. Order# 20926251249289 I would like this order sent to my home address at: Ann Kedl 833 Ekoa Place Honolulu, HI 96821 IS this possible?

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

chelbug84 Time: 2026-10-02 08:13

Q: Order #80926130602120 I placed this order on 9/13 and it is still showing as in process. Do you know when the order will be ready to ship? I was hoping to wear the fall/halloween glasses this month. Thanks.

A: Dear Chelsea Fitz, We are sorry to tell you that the frame#Fresh T60337 red is out of stock temporarily, so your order is delayed. Do you want to change it to other frame ?

Annie Davidson Time: 2026-10-02 05:46

Q: I just wish to know the status of my glasses and when they are going to be shipped to me.

A: Dear Annie Davidson, We would like to tell you that your item arrived at the GREENSBORO NC DISTRIBUTION CENTER origin facility on October 3, 2026 at 3:28 am. The item is currently in transit to the destination. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596315354460

Louise OMelia Time: 2026-10-02 04:57

Q: One of the pair of glasses that has arrived has a bent arm and is crooked. They’re unwearable

A: Dear Louise OMelia, 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?

Mercedes Time: 2026-10-01 13:55

Q: Hi , I received my order today but the prescription is wrong on them. How do I go about getting them changed?

A: Dear Mercedes Clark, We have checked your order and we are sorry to tell you that you filled 80 in the order, not 180. For this time, we can remake glasses for you this time,but please double check the Rx before you pay the money. Would you please tell us whether you can accept the replacement glasses ?

Mariana Lopez Time: 2026-10-01 12:04

Q: My glasses broke. I just wanted to know if I have insurance on them or I have to buy a new pair.

A: Dear Mariana Lopez, 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?

modern_crusader1 Time: 2026-10-01 11:29

Q: Hello, Just wondering why my order is taking such a long time. It's been in 'processing' for 2 weeks. How long is it likely to take until sent out please? Other glasses firms usually get to me within a couple of weeks, even from USA. Thank you

A: Dear Miss Claire Andrew, 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.

hazey.72 Time: 2026-10-01 11:06

Q: I thought the donut glasses I received were meant to be the extra progressive. Order number is 80926151934524 and other pair single vision. Is there any way to please send them back and change the lenses to extra progressive if I pay extra please. Because I'm not satisfied with them. Only the donut one's please?Thanks Lisa Hayes

A: Dear Lisa hayes, 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 $20 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.

debgotink83 Time: 2026-10-01 10:35

Q: My order shows closed why? I didn’t receive anything.

A: Dear debbie walters,We are sorry to tell you that we don\'t receive your reply after we sent many emails to confirm order with you. In order to making sure that you will not receive incorrect glasses, we have cancelled your order and have refunded you money.If you still want glasses, you can place a new order directly.

debgotink83 Time: 2026-10-01 10:32

Q: Why is my order showing closed?

A: Dear debbie walters,We are sorry to tell you that we don\'t receive your reply after we sent many emails to confirm order with you. In order to making sure that you will not receive incorrect glasses, we have cancelled your order and have refunded you money.If you still want glasses, you can place a new order directly.

Michelle Bohnen Time: 2026-09-30 21:13

Q: Will my glasses be shipped out soon? It arrived at the facility a while ago... please send them back quickly ???? thanks!

A: Dear Michelle, We are sorry to tell you that our factory is on National Day holiday, we will redeliver your package on Monday.

Velmesha Howard Time: 2026-09-30 21:08

Q: My glasses were sent out but they were sent to my old address

A: Dear Velmesha Howard, We are sorry to hear that,but we have shipped your order out. Would you please tell us your correct address first ?

Velmesha Howard Time: 2026-09-30 21:03

Q: Can I please change the address for my order 80926241039494

A: Dear Velmesha Howard, We are sorry to hear that,but we have shipped your order out. Would you please tell us your correct address first ?

Cheryl Handford Time: 2026-09-30 20:59

Q: I will be ordering some glasses. My glasses I got in Feb. have a crack in the top right. I wanted to ask when I order one pair of prescription do I pay same or is second pair 1/2 price? Thank You, Cheryl Handford

A: Dear Cheryl Handford, 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?

Chaniki Bedford Time: 2026-09-30 19:18

Q: Please provide update of recent order im unable to track the tracking number

A: Dear Chaniki Bedford, We would like to tell you that your item arrived at the USPS facility in DOUGLASVILLE, GA 30135 on October 3, 2026 at 3:26 am. The item is currently in transit to the destination. You will receive it soon.

kory_usa Time: 2026-09-30 16:57

Q: Hi there, I need help to return my glasses. My order number is 80926182020033. The frame is not comfortable to me

A: Dear Joseph Soryal, We are sorry to hear that,would you please tell us the problems in details ?

Darianna Time: 2026-09-30 13:57

Q: I’m really in need of my glasses and it said that it was in Texas on the 24th so I don’t understand why would it be in transit to the US.

A: Dear Darianna, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 9:28 am on October 2, 2026 in LEXINGTON, MS 39095. Do you check your mailbox ?

Phyllis Tate Time: 2026-09-30 13:06

Q: I am interested in purchasing the frame style NOIR. I need them in a READING strength of +2.00. However, when I try to order the lenses, I am asked for a PD. I really want readers. Can you HELP?

A: Dear Phyllis Tate,If you don\'t know your PD, please contact your doctor/optometrist to get your accurate PD value, or you can download this APP to measure it: https://www.glassifyme.com/pd-meter-app/ .

CHLOE BRAGA Time: 2026-09-30 09:49

Q: Hello Phyllis, I went back to my Eye Doctor as you told me to do, and explained the problems and showed them your glasses. They examined the glasses and did say the PD was incorrect but also that the height measurement you did was way off and not right. It should be 28mm progressive height on these frames (Seymour.) So it is partially the PD distance is incorrect but also the progressive height is incorrect on what you made. What you made the height as, makes the glasses need to sit too far up on my nose and I can't see unless I hold them up very high. The dr also tweaked the prescription (I can send it to you---how do I attach a file?) a little bit to try to get the intermediate area more clear and less blurry. What can you do to help me? I need new glasses remade. Please advise. Thank you so much.

A: Dear CHLOE BRAGA, We are sorry to hear that,would you please send us the photo of adjusted Rx ?

Merilee Wright Time: 2026-09-30 08:35

Q: I saw your response, It went to my spam folder Please disregard my last message Thank you, Merilee

A: Dear Merilee Wright, ok,if you have any questions about us, please contact us when you are free.

Merilee Wright Time: 2026-09-30 08:33

Q: Hello I emailed you the other day, you overcharged me - the lens cloth I purchased should have been .95cents you charged me $5.95 Please correct my invoice Thank you, Merilee

A: Dear Merilee Wright, ok,if you have any questions about us, please contact us when you are free.

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