Consulting Servive Center|WhereLight

Mikaela Martens Time: 2026-06-26 18:32

Q: I want to cancel my order. It’s been processing for almost 2 weeks and I’ve contacted customer service and yet no resolution has been achieved. I have received excuses and still no shipment. I’m very disappointed and I want payment fully refunded.

A: Dear Mikaela Martens, Sorry, are you sure that your sph value of left eye is positive and sph value of right eye is negative ?

Ana arredondo Time: 2026-06-26 12:09

Q: is there any problem with the web page? I tried to submit my order and when i go to the shopping cart, sends me to home page

A: Dear Ana arredondo, We are sorry to hear that,would you please take a video to show us problem in details ?

Aliciah Souza Shores Time: 2026-06-26 11:24

Q: My glasses have caused quite a really bad rash on my nose. It’s very sore and I need help with changing the frames because these frames are very heavy, and they dig into my nose and have caused blisters and a continuous sore on my nose on both sides.

A: Dear Aliciah Kae Souza, We are sorry to hear that,concerning your case, we can refund you half cost of order $40.21. Would you please tell us whether you can accept it ?

Kattie Killian Time: 2026-06-26 10:50

Q: Hi Order: 80626101326441 is showing shipped on 6/15 but I haven't received it yet. When I track my order it doesn't show anything past shipping label created on 6/15 so I think this is lost in transit and never got shipped out. Can you please remake and resend or refund my order?

A: Dear Kattie Killian, We have checked the tracking information and it shows that your package was Delivered, Door/Yard. Do you check your door or Yard ?

johannasimmel01 Time: 2026-06-26 06:34

Q: I am still waiting for a resolution. I emailed last week and have not received any response. I need to return both orders. These are just frames, no prescription were added so there is no issue with their resale. Please respond so I can return them asap.

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

Karen Nasseri Time: 2026-06-26 05:19

Q: I would like to return a pair of glasses but I can’t find out how to do that.

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

patchesandbenji91 Time: 2026-06-26 02:23

Q: Yes I will accept a new pair of glasses

A: Dear Heidi Blatt, Thanks for your understanding. We will remake eyeglasses#Lauren 21010 clear for you.

Yesenia Martell Time: 2026-06-25 23:36

Q: 80626120145399 Hello, I paid for advance delivery and my order hasn’t even been shipped, it’s marked as shipped but still pending to be shipped out

A: Dear Yesenia Martell, 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.

Barbara Time: 2026-06-25 16:48

Q: Hello, I am writing because I checked the tracking number for my order, and it shows that USPS is still awaiting the package. According to the tracking information, a shipping label has been created, but USPS has not yet received the item. My order number is: 80626050757243. Could you please check the status of my order and provide me with an update? I would appreciate knowing when the package will be handed over to USPS so that the shipping process can begin. Thank you very much for your assistance. I look forward to your response.

A: Dear Barbara, Please don\'t worry, if the tracking information is not updated next week, please contact us asap, we will remake order for you.

AW Time: 2026-06-25 15:06

Q: Hi there, I'm wondering if in addition to the available shapes for this listing, are you able to send in a customer pattern as well? JPG or PNG for the pattern for the front? https://www.wherelight.com/eyeglasses/frames/cateye-simple-eyeglasses-5219.html

A: Dear AW, You can send email to market_pr@corpmdc.com

shannon mcdaid Time: 2026-06-25 12:28

Q: Order number: 80626071411124 Hello, when tracking my parcel I can see there’s been no update since 12/06/2026. Has my parcel not moved since this date? Thank you

A: Dear Shannon Mcdaid, We are sorry to hear that,please don\'t worry, if you don\'t receive your package next week, you can contact us, we will remake order for you.

patchesandbenji91 Time: 2026-06-25 11:49

Q: How am I send a picture when this app does not support images?

A: Dear Heidi Blatt, We are sorry for this, concerning your case, we can remake the eyeglasses for you. Would you please tell us whether you can accept it ?

Michele Yost Time: 2026-06-25 07:40

Q: Can’t find the pink flower frames that are in the ad!Are they available?

A: Dear Michele Yost, Would you please send us the photo of it so that we can check it for you ?

Sylvie Seguin Time: 2026-06-25 06:59

Q: Hello i bought glasses and one pair frame crack and break what can i do since it is not a year since i bought them Order# 20925221055048 Laverne (T1029)

A: Dear Sylvie Seguin, 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?

Jean Martino Time: 2026-06-25 05:59

Q: I received an email overnight with a 25% coupon "best25" for orders over $69 to use on the frame and lenses that I was considering. However, when I go to the cart to use the coupon, I get a message "There are no goods eligible for this discount". The price of the frame & lenses is definitely over $69. Can you assist?

A: Dear Jean Martino, Do you have any discounted frames in your shopping cart?

Vicki K Time: 2026-06-25 04:38

Q: Do you ship to the uk

A: Dear Vicki, We would like to tell you that we can ship to the UK.

Sara Martin Time: 2026-06-24 15:58

Q: Hello! My order #2624980129 has not arrived. The GOFO tracking number is #3232800. I contacted GOFO support and they told me my package was damaged and cannot be delivered. Please send a replacement order.

A: Dear customer, We are sorry for this, do you want us to remake glasses for you ?

Tammy Maynard Time: 2026-06-24 15:27

Q: I just received my new glasses. Unfortunately one of the arms is loose. I tightened them but the arm is still loose. I have not even worn them yet. Can you help me with this issue?

A: Dear Tammy Maynard, 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?

valeriecollie817 Time: 2026-06-24 12:57

Q: I placed an order on June 13th my order number is 80626131155370 I am trying to figure out where my order is. I have received the tracking information but there hasn’t been a single update on it except that usps is awaiting the order. Could you please help me figure out where my order is? Thank you!

A: Dear Valerie Collie, 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.

dayanissantiago23 Time: 2026-06-24 12:38

Q: Hi, I ordered 3 pairs of glasses in June 4 and they haven’t arrived yet and all the information is correct and it keeps marking that they are processing.

A: Dear Dayanis Santiago , We notice that correct PD is 60 and the frame#Fleck 59114 blue_black color can\'t make PD 60 The PD is very important to your vision. We need to make the lenses according to your PD. Could you please choose a new frame in our website to match your correct PD 60? Or could we change the size from XL to L? And let us know the name and color of new frame. Then we can change for you in the order. We sent many emails to you, but you don\'t reply us, if you can receive this email, please reply us asap. we will cancel your order and will refund you the money if you don\'t reply us until next Tuesday in order to making sure that you will not receive incorrect glasses. Thanks for your understanding.

Hammack Brandy Time: 2026-06-24 10:57

Q: I sent an email over a week ago about the order I received. The polarizing on the sunglasses are warped and not as dark as I picked. I need to have yall swap them out. I submitted pictures but haven’t heard anything back.

A: Dear Hammack Brandy, We are sorry to tell you that we don\'t receive that email, would you please tell us whether only Pansy has problems ?

Marley Cunningham Time: 2026-06-24 09:26

Q: I need to exchange a frame from my last order please. How do I so when purchased with points ? The tint does not change color. No correction frame and lenses.

A: Dear Marley Cunningham, Would you please tell us which frame you want to change ?

Sue Moon Time: 2026-06-24 08:37

Q: I have my new prescription and need to send by some glasses to be redone. What is the procedure for sending back frames with new prescriptions?

A: Dear Sue,We are sorry for this, 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 and other promo code can not be used in one order at the same time. We have reset the password for you and have emailed you new password.

Sue Time: 2026-06-24 08:33

Q: I need to change my password and the email is not coming in clear.

A: Dear Sue,We are sorry for this, 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 and other promo code can not be used in one order at the same time. We have reset the password for you and have emailed you new password.

Haas Joseph Time: 2026-06-24 08:28

Q: i can not seem to place the order i want I picked the pair and i can not get it in the cart to order

A: Dear Haas Joseph, We are sorry to hear that,would you please take a screenshot to show us problem in details ?

Courtney Davis Time: 2026-06-24 07:57

Q: Order:20526221051193 I love the glasses yet the vision in the lens are distorted. I tried to upload the prescription yet I am not able to on the platform.

A: Dear Courtney Davis, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. Have you worn progressive lens before ? 2. Is this the first time you use this prescription ? 3. 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? 4. 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? 5.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 ?

Amber Jacquin Time: 2026-06-24 07:24

Q: Why are there no updates for my shipping. It shipped 10 days ago and still no update on usps website.

A: Dear Amber Jacquin, We would like to tell you that your item arrived at COPPELL TX DISTRIBUTION CENTER origin facility on June 24, 2026 at 6:59 pm. The item is currently in transit to the destination. You will receive it soon.

Coralis Solis Time: 2026-06-23 19:49

Q: I need help with my order

A: Dear Coralis, We are sorry to hear that,but we don\'t find problem in your photo, would you please take a video to show us problems in details ?

John Scheuring Time: 2026-06-23 19:32

Q: Do you not refund? The frames appear to probably be too large for my face and I do have many pairs, I got the Wesley stem repaired therefore after careful thought, I'd like a refund for now if I may. Thank you

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

Lindsey Time: 2026-06-23 19:03

Q: I’m trying to enter my 2nd PD - Pupillary Distance number and it’s 29 but 29 isn’t coming up for the option on any of the glasses. What do I do because my 2nd number is different than the 1st. Is this an error or are these glasses just not an option? Thanks, Lindsey

A: Dear Lindsey, 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.

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