Consulting Servive Center

CandicePonce Time: 2016-06-02 13:32

Q: Yes, I just ordered glasses in large on accident, can i fix this?

A: We have suspended your order in our system, if you want to change the desired frame, please kindly inform us the frame no. and color to substitute the frame 8077 in your original order 2160602131338.

RobertKim Time: 2016-06-01 17:16

Q: Order no. 2160601170630 I want to order another pair with darker color glasses - same design and style but brownish darker color not the blue one. If you can send me this without charge of $1.00 that will be very nice. Otherwise send me an additional $1.00 invoice for my second pair with my order delivery pack. Thank you.

A: Please inform us your desired $1 frame no. and color. Then we would process it with your other eyeglasses soon.

RHONDALEE Time: 2016-06-01 07:04

Q: I received both pairs of glasses today but 1 pair is broken. How do I contact about getting a replacement?

A: We have emailed you about the problem. Please kindly contact us through email. Thanks.

abrildugay Time: 2016-05-31 19:58

Q: Hi I need to know how long deliver my glasses

A: Could you please inform us your order no.? Since we could not found your order information in our system.

SharonWithrow Time: 2016-05-29 20:09

Q: I love my glasses, but the bi-focal part is about 1/4 inch to high...it it was lower they would be perfect.....they sit right even with my pupil of my eye...can they be fixed?

A: Sorry, we may could not fix that for you, since we only offer flat-top 28mm bifocals, do not offer custom segment heights for bifocal glasses, and most customers find this kind of bifocals completely workable for their vision needs.

LISAWENGRIN Time: 2016-05-28 09:45

Q: is your wedsite not working ? cant get past the script part to pick lens thickness

A: Our website is normal, please try it again. Sorry for the troubles.

AmeliaWalton Time: 2016-05-28 08:33

Q: Is there a way to upload a photo and try on glasses? Thanks!

A: Sorry, we do not provide that function on our website nowadays.

RonRyan Time: 2016-05-26 16:55

Q: Good afternoon, Just wondering if my shipment will include an official receipt as i need to submit it to my benefits. Also, i paid the extra $15 for rush delivery and my glasses havent even shipped yet. can you give me an eta? Thanks Ron

A: Since the lenses for glasses X7031 need to be customised, it would take about 7 business days to finish to order. But we would rush the order for you. Sorry for the delays. In addition, we apologize and regret to inform you that we do not provide official receipt for customers nowadays. Sorry.

susiestout Time: 2016-05-24 17:15

Q: I need help in reading my prescription.

A: Please kindly email us your prescription, we would list the RX for you to fill in our website. Thanks.

jessicacamp Time: 2016-05-24 14:02

Q: I apologize but I have changed my mind and would like to add the $1.00 2nd frame to my order What would I need to do to complete the order with the discounted price? Thank you for your understanding Jessica

A: We checked our system and found your order 2160524133517. Please inform us your desired $1.00 2nd frame no. and color, then we would process the whole order soon.

PatriciaLaino Time: 2016-05-24 09:24

Q: What if I purchase these and they are not correct when I get them?

A: If there are any quality problems for the eyeglasses or if we processed eyeglasses wrong for customers, we would give customers full refund or remake eyeglasses free for customers. Thanks.

PatriciaEssex Time: 2016-05-23 20:32

Q: Is my order ever going to ship?

A: Please inform your order no. for us to check.

LAURABROWN Time: 2016-05-23 08:28

Q: I HAVE QUESTION ABOUT MY PRESCRIPTION I WOULD LIKE TO KNOW IF IT INCLUDES DISTANCE? +2.25-0.50X055 ADD +2.25 - 0. 50 x 122 + 2.25

A: If you want to order single vision distance glasses, you could fill your prescription in our website as follows: +2.25 -0.50X055 -0. 50x122. No add values are needed.

AnnWhitaker Time: 2016-05-19 14:30

Q: I apologize but I have once again changed my mind and would like to add the $1.00 2nd frame to my order I have filled out the order and would like an invoice so I can pay the difference owed. What would I need to do to complete the order with the discounted price? Thank you for your understanding, Ann

A: We would like to tell you that we have shipped your order 2160507082138 out yesterday. So we could not add the $1.00 2nd frame to your order now. Sorry for that.

AnnWhitaker Time: 2016-05-17 13:30

Q: I will stick with just my 1st order # 2160507082138 at this time and was wondering if there is any way you can add the order information to my orders page. Is there any way to check on the process such as when my order will be shipped and expected? Thanks again, Ann

A: We would email you the tracking number once we shipped the order out. And the package would reach MOST of the countries within 7 to 20 business days. For the order information in your page, we have to consult our technicians for solutions. Sorry for the troubles.

VelledaDunbar Time: 2016-05-17 10:42

Q: I placed an order this morning actually two orders and the money has been paid but my orders are not showing up in my orders do you have these

A: We checked our system and found there are two orders from you(2160517061622 and 2160517061026). Many thanks for your support.

AnnWhitaker Time: 2016-05-16 14:59

Q: I put all the information in for my order and the total came to $132.80 which is what I was charged on my credit card to DANYANGMODI as I said shipping is now showing up bringing my total to $147.75 How do we go about taking care of this order and I'd like to add the 2nd pair for $1 Thank you, Ann

A: We have double checked our system and found that you have placed an order on 7th May, order number is 2160507082138. And we have only charged you $132.8 for your order through Paypal. For the additional fees you mentioned, they are may be charged by your credit card bank.In addition, please tell us your desired $1.00 frames no.(including color and rx for that). Thanks.

GeraldineVerhelst Time: 2016-05-14 07:38

Q: just ordered but what if i dont like them can i return

A: Yes. Thanks for your purchase.

AnnaSevdianishvili Time: 2016-05-14 00:33

Q: I would like to know if you have ,try on, I did not found and I also do not see where I can mark as fevours to compare to make a desision and also I do not see where to upload or snap picks. To try on. Please reply. Thank you.

A: Sorry, we have not that try on service on our website nowadays.

MargaretSwartz Time: 2016-05-13 12:28

Q: I am trying to pay order2160512112217 with me Master card. Can't get it accomplished. also want to make sure bifocal is added as it is not on the perscription.Yhanks

A: We checked our system and found you ordered bifocal glasses in order 2160512112217, but you have not completed the payment. Maybe you have to consult your card bank for payment issue. Since our checkout aisle is normal.

ChristopherBingham Time: 2016-05-13 12:13

Q: How do get the second pair of glasses for $1?

A: You should firstly purchase one frame(its price is more than $1)on our website, then you could add the $1 frame on you order.

GeorgiannaPeavy Time: 2016-05-12 04:06

Q: I emailed you a copy of my scrip awhile back, as it said if in question to do that...I have not heard back....Basically it is just progressive glasses, but I love your styles and wanted some...I had cataract surgery and this was the scrip they gave me...Do I need to resend it, or was it just not possible.. Thanks Georgianna

A: Please email us at service@wherelight.com, since we have not received your email before.

TraceeWilliams Time: 2016-05-11 19:46

Q: Yes, please go ahead and refund the half. Thank you very much.

A: Ok, we will email you the refund in detail.

Christa Stoscheck Time: 2016-05-11 12:43

Q: order # 2160420122411 I ordered two pairs of glasses The SN X7012 pair does not have the correct prescription lenses. Everything appears blurry. I have another pair of glasses with the same prescription and they are just fine. I need a replacement pair. Note that I have an unusual prescription. The bifocal glasses that I ordered at the same time seem to be correct.

A: We would remake the glasses X7012 free for you. Sorry for the troubles brought to you.

TraceeWilliams Time: 2016-05-11 06:00

Q: So to my original question, what is your return policy?

A: Please keep the frame 7008 as the present we make up the troubles for you. Since we are far away from each other and you should return the products at your own expense. In addition, according to our Principle: For Prescription eyeglasses, we will just refund you HALF purchase price for customized prescription lenses. If you agree with our principle, we would give that refund soon. Sorry for the troubles.

RobertaConsla Time: 2016-05-10 12:24

Q: I received the email saying my glasses were shipped April 25th, but the website to check on tracking, 17track.net, has been down or gone for about two weeks. Is there any other way to check the status of my order? Thanks.

A: We apologize and regret to inform you that we could only check the order status through 17track.net. And generally eyeglasses shipped from our country using Post Air Mail, reach MOST of the countries within 10 to 20 business days. In addition, the post office always updates the tracking information slowly on the website. Once there are any tracking information updated, you may have received your package. If there are any delays in the shipment, please kindly understand.

TraceeWilliams Time: 2016-05-10 11:48

Q: RE: order 2160414094256, THIS IS THE CORRECT RX BELOW: I would like to order the 7008 frame in Red (11). I am attaching my prescription again so that you have the correct strengtht for the progressives. PLEASE be sure that this prescription is used. OD SPH -2.00 CYL -0.25 Axis 080 Add +1.50 OS SPH -3.00 CYL -0.50 Axis 120 Add +1.50 PD R - 32.5, L - 32

A: Sorry for the troubles. We apologize and regret to inform you that we would remake the eyeglasses for customers if we processed the customers\' RX(you filled in our website) wrong. But for your order, we have found that you have filled your RX wrong in our website and we process the eyeglasses right according to your filled in RX on our website.So we may not be able to remake the progressive glasses for you.

CamilleHowe Time: 2016-05-09 17:10

Q: Gentlemen; Has my order #2160504135730 been shipped yet? Please send me a tracking number that I can use to keep track of the delivery. I as also told that because you would not be able to get the package to me in 3-5 business days that you would refund me the extra money that was paid for faster delivery. I have not seen that money back in my bank account yet. Please contact me on these matters. Thank you, Camille Howe 516 819 4294 weevoschowe@yahoo.com

A: We have shipped your order out on 09/5/2016 through UPS EXPEDITED. And you should expect to receive the package on 11/5/2016. The Tracking number is 1Z X16 Y80 67 4268 8483.

HazelFlaum Time: 2016-05-08 23:43

Q: Do you accept Health Savings Accounts? Would love to order, but my card is getting denied through your site and paypal, but there is available funds. It is an HSA account.

A: Sorry we do not accept Health Savings Accounts nowadays.

TinaKingston Time: 2016-05-07 15:08

Q: I was just ordering the Janice style glasses in red and accidentally lost the order when I tried to go back to the previous page to check the address. When I went to order it again, I got a message saying that style/color was sold out!! Is this because the system put it aside for me? It should still be there, if that's the case. Please advise. I really want this particular pair of glasses, was all set to pay when I stupidly lost the order. :-/

A: We apologize and regret to inform you that the frame #2060 is currently out of stock. It will take quite some time to receive the new supply. In this case, would you mind changing to another frame of your preference by browsing the inventory currently available on the website?

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