Consulting Servive Center|WhereLight

Pam Nobles Time: 2025-10-27 19:21

Q: Order number 80925241926121. The frames are made incorrectly one side is higher than the other.. They do not sit on my face straight and I would like them in the color black instead of purple.

A: Dear Pam Nobles, 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?

Sarah Time: 2025-10-27 15:50

Q: Hi! I think there is something wrong with my prescription. Can I send them back to be fixed? Don’t want a refund or anything, just want the lenses corrected. order #80925201305335

A: Dear Sarah, We are sorry to hear that, would you please tell us which pair has problem first ?

mrsbrookekelly Time: 2025-10-27 13:40

Q: 81025271129394 I need to upgrade my lenses. How do I do that? Order was placed 3 hours ago.

A: Dear Brooke Kelly, Please don\'t worry, our lenses are made of resin.

Beverly Lewis Time: 2025-10-27 12:37

Q: Order #20125141825426: I received an email and I assuming its about this order# since I don't have anything else pending. I have not received the glasses yet. These glasses were to be a replacement for a previously purchased pair that broke. I cannot find the Order# or Style of the broken glasses, since I was informed the broken pair are no longer available. The email is stating that I have an unpaid balance. Please inform me if I am owing money after I was told to pick another pair of glasses to replace the broken pair.

A: Dear Beverly Lewis, About replacement glasses, you can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541011232853 About other email, you can ignore that.

Dawn Andell Time: 2025-10-27 12:28

Q: Was wondering what happened to the transitional lens option. Just ordered two more pair and now that option is not available. Would really like to have the transitional lenses. Help please.

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

kimberly.ross1 Time: 2025-10-27 11:49

Q: Order#2072505110o523 Date: 7/5/2025 I placed an order for 3 pairs of glasses and my prescription has changed. I need to know if I can send the frames back to have new lenses put in them if this is possible?

A: Dear Kimberly, We are sorry to tell you our factory is located in China, the shipping fee is very expensive, we suggest you to place a new order directly.

Rena Smith Time: 2025-10-27 10:03

Q: Can you help me find the glasses I ordered last. Cat eye with clear stones

A: Dear Rena Smith, We are sorry to tell you frame#Mairead is discontinued.

McCullough Eugene Time: 2025-10-27 05:56

Q: I purchased Order number 80825050401245 while cleaning the lenses the frame broke. I can send pictures upon request

A: Dear McCullough Eugene, 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?

Cremelda Time: 2025-10-27 05:01

Q: I tried placing for my shipping to come bw a week or 2 yet it isn’t

A: Dear Cremelda, Sorry, do you mean you want to change shipping method in order ?

patti haskins Time: 2025-10-26 06:29

Q: Was wondering why no one has gotten back to me? Customer service quality?

A: Dear Patti Haskins, 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?

Omayra Torres Time: 2025-10-26 05:05

Q: Hice un pedido y me enviaron un email donde me decía que habían tenido un problema con el pago. El pago lo hice a través de la apps de Klarna

A: Dear Omayra Torres, We would like to tell you that your order is being processed now.

Joy Broom Time: 2025-10-25 17:52

Q: I have question

A: Dear customer, Please don\'t worry, it will come back in stock soon.

Joy Broom Time: 2025-10-25 17:52

Q: I need reorder them black glass I had event in town and I just lost them can I reorder them I see it sold out

A: Dear customer, Please don\'t worry, it will come back in stock soon.

Rebecca Landers Time: 2025-10-25 17:24

Q: can i get progressive lens

A: Dear Rebecca Landers, 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?

Rebecca Landers Time: 2025-10-25 17:21

Q: Progressive lens?

A: Dear Rebecca Landers, 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?

Patterson Valerie Time: 2025-10-25 17:13

Q: I need to change my vision for my glasses. My PD R:32.5/L:32.0 R:-5.00 L:-5.00 -0.75 0.75 120 5

A: Dear Patterson Valerie, 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?

Rochelle Soverall Time: 2025-10-25 16:21

Q: Good day I placed an order yesterday but I would like to cancel it. It is Order #21025240557049, he person whom I was purchasing it for changed their mind about the order. Will I be getting a full refund if I cancel during the processing time or is there a penalty fee? Thank you for your understanding.

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

Maureen Keough Time: 2025-10-25 14:21

Q: Can you change the email address on my account please? My old email address is maureen@toofast.com, my new email address is mrnkeough@gmail.com.

A: Dear Maureen Keough, Ok, we\'ve corrected it for you.

Marcos Leon Time: 2025-10-25 13:53

Q: My glasses haven’t arrived, because you guys forgot to put my apartment number on the UPSP code

A: Dear Marcos Leon, Would you please tell us your order number and complete address first ?

Maricruz Ruiz Time: 2025-10-25 07:39

Q: It has been days and my packages still says usps is waiting for package

A: Dear Maricruz Ruiz, We would like to tell you your package is moving within the USPS network and is on track to be delivered by the expected delivery date. It is currently in transit to the next facility. You will receive it soon. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541011152045

Amber Swortfiguer Time: 2025-10-24 15:18

Q: Change shipping address

A: Dear Amber Swortfiguer, Would you please tell us your correct address so that we can correct it for you ?

dperez1 Daniel Time: 2025-10-24 09:50

Q: I have a pair of the angie frames that broke. If I get a new frame, can I just pop the lenses back in?

A: Dear Daniel, 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?

jenny andersson Time: 2025-10-24 09:29

Q: Hi - Could you please let me know when I can expect my order to be shipped? Order 81025050521179 Thank you!

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

Betty Time: 2025-10-24 07:55

Q: When i try to load photo it just spins on time and never loads. Help?

A: Dear Betty, We would like to tell you you can change device to computer.

Betty Time: 2025-10-24 07:52

Q: Is it possible to upload a photo to try on glasses. I'm not having much luck with the camera option since I am near sighted and can't see without my glasses.

A: Dear Betty, We would like to tell you you can change device to computer.

patti haskins Time: 2025-10-24 07:35

Q: I’ve written to you a few times about returning the glasses I ordered, no reply from you. Please advise

A: Dear Patti Haskins, 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?And every emails we sent to you were all returned, please double check your email.

Penni Nachman Wexler Time: 2025-10-24 06:49

Q: I am interested in order both the the Hart frame in pink/blue & the Indiya frame in pink. Both will be RX & I would also like to put a graduated tint. How do I add the tinting. Also confused that the Hart frame says it's large?Thank you!

A: Dear Penni Nachman Wexler,we would like to tell you we\'ve emailed you the pictures of tint and size.

Marisa Maldeney Time: 2025-10-24 06:44

Q: Hey! I had one of my arms on my glasses break off and I was curious on what your guys repair policy is?

A: Dear Marisa Maldeney, 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?

Janice Queeley Time: 2025-10-24 05:03

Q: Hello I want to order from you but my prescription don’t have a pd I was going to my pd from my prescription from 23 which is 32.5 for each eyes but your company start at 66 I want to my options I uploaded my prescription.

A: Dear Janice Queeley, 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.

DIANA GRAY Time: 2025-10-23 23:14

Q: I redeemed some of my points to purchase Frame: Welcome. I tried to change the color and the discounted points/pricing for this is now gone. I have it in my cart. When I select the frame it shows the discounted rate of 5.00 but once I place it in my cart the rate increases to 16.95

A: Dear DIANA GRAY, We are sorry to tell you the discounted price will be changed after you change the color of frame. If you redeem Welcome in tortoiseshell color, the discounted price is only for Welcome in tortoiseshell color.

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