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Oralia Rossel Time: 2025-12-03 15:15

Q: Why was my last order closed? It was paid and never delivered??

A: Dear customer, We are sorry to tell you that we don\'t receive your reply after we sent many emails to you to confirm Rx with you. In order to making sure that you will not receive incorrect glasses, we cancelled your order and refunded you the money. Thanks for your understanding.

Kinza Saeed Time: 2025-12-03 07:30

Q: Hello. I just opened my glasses purchase and it looks like one of the items arrived with a broken frame. Can you please help? Order 81025130914308

A: Dear Kinza Saeed, 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?

auriel77annie Time: 2025-12-03 03:36

Q: Good morning I put the number for the coupon in one order I go back to the order because I do mistake and I fix the order when I put the number for the coupon the system said I use the coupon and I never used the coupon I don’t paid my order please ???? help me with the coupon please

A: Dear customer, We would like to tell you that we\'ve corrected it for you. You can pay for this order now.

Maria Martinez Time: 2025-12-02 22:02

Q: My package hasn’t moved since the 25th order: 81125200640134 I paid extra for expedited shipping.

A: Dear Maria Martinez, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

Ciara McBride Time: 2025-12-02 17:54

Q: 2 pair of glasses are not the right prescription. I need to return

A: Dear Ciara McBride, We are sorry to hear that,would you please tell us whether the order number is 81025161100310 ?

lilykinx Time: 2025-12-02 16:58

Q: Hello, I need to return one of the pairs of glasses, I have been unable to find the return button.

A: Dear customer, We are sorry to hear that,would you please tell us which pair you want to return and the reason why you want to return ?

Anorris2806 Time: 2025-12-02 16:48

Q: 81025301140290. This order was placed on October 30, it is now December 2nd and I have not received it. It seems that DHl has turned it over to Canada Post, Canada Post has said that the parcel is in Richmond Bc which is where it would clear customs but it has been there for 6 days. Is there a problem and how can you or I resolve it? I am curious to know why you would ship parcels for Canada through the US and not directly. My experience in the past with China Post has been that it is much more efficient than this

A: Dear Ann Norris, We would like to item was released by Customs and is now with Canada Post for processing Vancouver, BC. Please don\'t worry, you will receive it soon. https://www.canadapost-postescanada.ca/track-reperage/en#/details/7321315464979472

lilykinx Time: 2025-12-02 16:25

Q: Hello, I need to make a return but I can't find the return button anywhere. Order #81025192127350

A: Dear customer, We are sorry to hear that,would you please tell us which pair you want to return and the reason why you want to return ?

Cassia Skinner Time: 2025-12-02 13:04

Q: My prescription is incorrect on my order, I have updated it in my account. When I looked, its very similar to my new prescription so I did not notice when placing the order, and I also thought I had updated it months ago when looking at getting some new glasses.. it must not have saved in my profile. Can we please update it?

A: Dear Cassia Skinner, Would you please tell us whether your correct Rx is -4.25 -5.00 172 -4.50 -3.50 2 ?

Lynda Duarte Time: 2025-12-02 11:33

Q: My husband has Int Add in his eye prescription where do we add it ? We don't see a spot for that info.

A: Dear Lynda Duarte, 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?

Anita Graham Time: 2025-12-02 08:37

Q: I would like to add photochromatic lenses to my glasses yet I was not given that opportunity to chose that option. How do I add this?

A: Dear Anita Graham, We have checked your order and we would like to tell you that your glasses have Photochromic tint.

Olufunmbi Beckley Time: 2025-12-02 04:24

Q: Good Afternoon , please i would like to know the status of my Order# 21125070045095

A: Dear OLUFUNMBI BECKLEY, We are sorry to tell you that your local UPS office said they contact with you unsuccessfully. Would you please contact with your local UPS office as soon as possible, your tracking number is 1Z00F5V50474816243. You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1Z00F5V50474816243&requester=WT/trackdetails

jessica olivarez Time: 2025-12-01 20:51

Q: Hi, I just placed an order and the shipping address is incorrect. How can I update it? Thanks in advance.

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

Elizabeth Hawkins Time: 2025-12-01 19:22

Q: Hi, I'm trying to order the same size frames as I have in the past, medium size, and when I add my prescription it tells me my PD is too small for the frame and won't let me order. This has never happened to me before! Please advise! I'd really like to order the holiday frames before it's too late to wear for the holidays!

A: Dear Elizabeth Hawkins, We are sorry to hear that,would you please tell us which frame you want to order and your PD value ?

Emilia Best Time: 2025-12-01 19:13

Q: I would like to cancel my order

A: Dear Emilia Best, We are sorry to hear that,would you please tell us the reason why you want to cancel your order ?

Ciara McBride Time: 2025-12-01 17:38

Q: How do I return something?

A: Dear Ciara McBride, We are sorry to hear that,would you please tell us whether the order number is 81025161100310 ?

gloria huff Time: 2025-12-01 14:22

Q: i made an order but the online store would not let me set up a customer login to track order or earn points until a day after my order was put in because of technical issues with the online shop. is there a way to upload my previous order to my account i was able to create. i would like to see tracking updates and earn points

A: Dear customer, We are sorry to hear that,but would you please tell us your order number and your email account ?

PAMELA GREEN Time: 2025-12-01 12:41

Q: Hello I need to return my glasses what must I do

A: Dear Pamela Green, We are sorry to hear that,would you please tell us which pair you want to return ?

Carissa Cross Time: 2025-12-01 12:33

Q: Hello, I was messaging in regard to Order Number: 21125111455563 that I placed on Nov 11, as far as I can tell it's still being processed? I was concerned that there may have been something wrong, I've ordered from WhereLight before and there was considerably faster turn around, is there anything I can do to smooth the process along? I was hoping to get these before Christmas. Thank you for your attention to the matter, I appreciate your help!

A: Dear Carissa Cross, We need to confirm the prescription with you since prism values. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? We sent many emails to you, but you don\'t reply us, if you can receive this email, please contact with us asap.

Ashley Harris Time: 2025-12-01 12:04

Q: I would like a refund

A: Dear Ashley Harris, We are sorry to hear that, would you please tell us the reason why you want a refund ?

Jennifer Mierek Time: 2025-12-01 11:07

Q: Hi there! Quick question. Im in my profile trying to update my new Rx and when I get to the PD section (I do have 2 different PD's) but the numbers don't go high enough. My Rx says mine are 58 and 55. Are you able to help? Thank you!

A: Dear Jennifer Mierek, We would like to tell you that 58 is distance PD value and 55 is near PD value. If you want to order single vision distance glasses, you can fill distance PD value directly. If you want to order single vision reading glasses, you can fill near PD value directly.

danielle Time: 2025-12-01 08:57

Q: I’m just trying to find out if this is subscription based or single purchase payment method?

A: Dear Danielle, It is single purchase payment method.

Bunny Vanderziel Time: 2025-12-01 08:53

Q: I'm having an emergency!!! I just bought 12 pairs of your glasses and the shipping address is outdated as I moved. I need the order updated to m6 current address instead ofnmy old one.

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

Albino Yolanda Time: 2025-12-01 08:34

Q: Buenas lo intento poner progresivo o bifocales u a se las 2 no me deja pq pide el add pero no se hacerlo

A: Dear Albino Yolanda, Do you mean you can not fill your cyl values ?

ezak Time: 2025-12-01 08:33

Q: RE: Order 80825261059544 -- the frame broke -- what can be done?

A: Dear customer, About order 80825261059544,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?

ezak Time: 2025-12-01 07:46

Q: how do i use my $80 coupon when i order another pair?

A: Dear customer, About order 80825261059544,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?

Bunny Vanderziel Time: 2025-12-01 07:42

Q: I do not live at the address that you are shipping to as i moved 2 months ago!!! I need to update shipping address to my home!!

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

ezak Time: 2025-12-01 07:11

Q: How do I use my $80 coupon? I am ready to order another pair..

A: Dear customer, About order 80825261059544,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?

Rachel Weed Time: 2025-12-01 04:59

Q: Pretty sure I'm over the return period but I would like to ask about returning two pairs of glasses I purchased some time ago. I ordered 4 in total but just two of them am I really in love with.

A: Dear customer, We are sorry to hear that, would you please tell us which pairs you want to return ?

Nyree Young Time: 2025-11-30 20:42

Q: Good evening, how do I get a receipt for my FSA reimbursement?

A: Dear Nyree Young, We would like to tell you that you can check the receipt in the attachment.

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