Consulting Servive Center|WhereLight

stacy.hoja Time: 2026-04-27 01:42

Q: I need someone to email me back as soon as possible. I ordered 2 pairs of glasses on 4/21/2026 & paid for the advanced shipping & it notified me on 4/23/2026 that they had been shipped with a tracking number. I keep checking the tracking number provided, it’s 4/27/2026 now & it has only said that a shipping label has been printed “waiting pre-shipment”. If you could please let me know what this means & if the glasses will be to me within the advanced shipping timeframe? I was needing to completely understand when to expect them to be able to start my schedule for when I have received them & I can’t do this until I get the shipment. Thank you so much for your time.

A: Dear Stacy, 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.

ednaw Time: 2026-04-26 21:05

Q: Hello it’s been about two weeks since I ordered glasses and have not gotten them if I do not receive them soon I will let my credit card take care of it get back with me soon

A: Dear customer, About order#80326311317212, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106203352223 About order#80326301456084, we will ship this order out this week.

h.elena25 Time: 2026-04-26 17:11

Q: Hi. I just placed order #20426261700118 and want to know if I can fix my prescription. I want Product: Vexel(1988) just for distance and Product: clip on 012(81013) for distance and near sighted (Progressive). I upgraded my prescription after I placed the order. Please help me. Elena Henriquez h.elena25@outlook.com

A: Dear Elena Henriquez, 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?

Jeannine LaPorte Time: 2026-04-26 07:42

Q: the frame of my glasses broke!!!

A: Dear Jeannine LaPorte 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?

Beavers brittany Time: 2026-04-26 05:40

Q: Please refund purchase number 80426251707579 as I was double charged at two different prices even though I made 1 purchase in the amount of $45. Thanks.

A: Dear Beavers Brittany, We are sorry to hear that,would you please take a screenshot of two payment and send it to us first ?

Atlas Time: 2026-04-25 21:58

Q: Hello! On March 28th, I ordered the Newsome (16390) in Red, and earlier today one of the lenses popped out, and will no longer stay In place anymore. I saw that it was possible to exchange glasses, would It be possible to exchange in the broken pair for a new one? If not it's absolutely no worries. I just couldn't find much info on exchanges and figured it was easier to reach out!

A: Dear Atlas, 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? And would you please tell us order number first ?

Deanna Lander Time: 2026-04-25 17:34

Q: I would like to refer some friends and I thought that I had a code but I can't locate it. Can you help?

A: Dear Deanna Lander, We are sorry to tell you that this program is suspended.

Nancy Velasquez Time: 2026-04-25 16:10

Q: Hello I ordered 2 pairs of glasses and 1 fits perfectly but the other needs to be in a larger size. Order # 80426141320066. SN:YH28-260. Please provide instructions on how I should return them to get size large. Thank you! Nancy Velasquez

A: Dear Nancy Velasquez We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

Gabriela Lazo Time: 2026-04-25 09:56

Q: Can I cancel yesterdays order? Thank you.

A: Dear Gabriela Lazo, We are sorry to hear that,would you please tell us the reason why you want to cancel order first ?

Joseph Lindsey Time: 2026-04-25 08:42

Q: My order from March 10th was delivered a few weeks ago. I wore my glasses 3 times and they cracked. Is there a replacement or reposition for this.

A: Dear Joseph Lindsey, 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?

Carol Sandberg Time: 2026-04-25 07:42

Q: Hello, I like many of your glasses frames that are on the wide side and have a lens width greater than 50, and a frame width greater than 130. When I try to order them your software tells me to select a different frame because my PD is 61. I would give you my business if you would allow me to order the frames I want! The smaller sizes do not look good on my face.

A: Dear Carol Sandberg, We would like to tell you that you can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=61

Reginald Davidson Time: 2026-04-24 16:36

Q: I just purchased two pair of glasses that are now listed on sale. What options are available to match the current price? Regards, Reggie Davidson 512.876.6122

A: Dear customer, Sorry, do you mean that you want to fill other promo code in your shopping cart ?

Brianna Time: 2026-04-24 13:37

Q: Hello, On your photochromatic page, you show purple photochromatic lenses as an option, but I can't see where I can select them when selecting lenses. Can you assist?

A: Dear Brianna, We are sorry to tell you that we can only make single vision lenses with photochromic purple tint.

rosezenaa Time: 2026-04-24 12:42

Q: I want to cancel my last order. Please let me know if this is possible. I want to catch it before anything is made or processed please. Thank you for your time.

A: Dear Rosezena T Coggins, We are sorry to hear that,would you please tell us the order number first and the reason why you want to cancel it ?

powellcheri75 Cheri Time: 2026-04-24 12:30

Q: Thank you, yes, a $40 coupon/credit would be greatly appreciated! Thank you so much, Cheri

A: Dear Cheri, Thanks for your understanding. we have emailed you the coupon. You can check the code in the email.

Moon Sue Time: 2026-04-24 11:32

Q: I forgot my password and the email you sent doesn't completely download to change it.

A: Dear Moon Sue, we would like to tell you that we have emailed the new password, you can check it in your email.

Claire Wood Time: 2026-04-24 11:13

Q: Order 80426241108197 - PD should be the same for all pairs of glasses - I had to change this! It’s the same as my previous orders. Thank you! ??

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

angelsofcompassionca Time: 2026-04-24 10:38

Q: I got my glasses and the tint is not put in the one pair when I go out into the sun It doesn't darken. And the other pair is not bifocal It doesn't focus at all almost like there's no prescription in it

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

ednaw Time: 2026-04-24 07:30

Q: Where is my glasses

A: Dear customer, About order#80326311317212, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106203352223 About order#80326301456084, we will ship this order out this week.

Bonnie Dobson Time: 2026-04-24 07:10

Q: I've entered an order, but the BOGO50 is not applied. I would also like to know how to change the currency to Canadian dollars before I provide payment.

A: Dear Bonnie Dobson, We would like to tell you that we have applied bogo50 to this order. And we are sorry to tell you that we can not switch the amount owing to Canadian dollars.

melissa peinado Time: 2026-04-24 06:42

Q: Hello, I need help with this order below specifically with the Lavinia glasses in black. The prescription is great but the arms of the Lavinia glasses are to tight on my head and it hurts. I have read your return policy but instead of returning the glasses what I would like to do is exchange the glasses for another pair with the same prescription. I have the original packaging for the glasses. Please let me know if this is possible to do the exchange. The green pair of glasses in this order are great!! Thank you for your help. Melissa Peinado Order #20426031714435 Product: Lavinia(P5032) Color: black

A: Dear Melissa Stout, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

Melissa Stout Time: 2026-04-24 06:33

Q: Hello, I wanted help with this order below and specifically the glasses Lavinia in black. I read your return policy but instead of returning I would like to exchange for another pair of glasses. The prescription is great but the arms are to tight and it hurts my head. Is this possible to do an exchange? I of course would send this pair back and I have all the original packaging. The green pair in this order are great! Thank you Melissa Stout Order #20426031714435 Product: Lavinia(P5032) Color: black

A: Dear Melissa Stout, We are sorry to hear that, but in order to know the problem in detail, are you willing to wear the glasses and take a photo to show us that the frame can not fit you first?

Beatriz Guevara Time: 2026-04-24 04:57

Q: Do you currently ship to Spain?

A: Dear Beatriz Guevara, We are sorry to tell you that we don\'t ship to Spain now.

Tanya Ford Time: 2026-04-24 04:01

Q: Hello, I’m a first time customer looking to purchase prescription glasses. My PD is 31 on both eyes. Do you have any recommendation I have a few in my bag but none are recommended for PD of 31 according to the description. Paisley, Nexus & Form, are the frames I’m interested in purchasing. Are any of these good choices for progressive lenses with PD =31 left and 31 right?

A: Dear Tanya Ford, We would like to tell you that we can make Paisley, Nexus & Form with your correct PD value 31 and 31. Please don\'t worry.

Jamie Effinger Time: 2026-04-23 18:10

Q: I would like to check on my order delivery date. 80426191903320

A: Dear Jamie Effinger, 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.

Lisa Beyster Time: 2026-04-23 18:01

Q: 80426231341220 order # should have photochromatic BROWN not GRAY!!! I do not want the grey please they are too dark, I need the BROWN!!!

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

Beth Allison Time: 2026-04-23 16:38

Q: Can someone check on order # 20426140953531 It gave a tracking number but nothing else has been updated by usps. Thanks!

A: Dear Beth Allison, 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.

Samia Ameer Time: 2026-04-23 16:24

Q: 80426061244162 Above order said it’s been delivered But I just got one box it has screw driver and nose pads and some papers No glasses are inside. I wanted to know the status of my order?

A: Dear Samia Ameer, Would you please take a photo of all the things you received and send it to us ?

Marley Cunningham Time: 2026-04-23 15:30

Q: Hi! I need a frame with a wide nose bridge in plastic due to a facial injury for nighttime wear. However I have a small head and my PD is 58 is there a large lenses frame you can suggest please. Without nose pads please- for a girl any age. Thanks Marley ( I would rather them slide than be snug)

A: Dear Marley Cunningham, Do you know the size of previous frame ?

Gloria Natal Time: 2026-04-23 14:29

Q: Hi! I want to know the status of the order ID: eye69a584e126d3e. I do that order on march 2, 2026 and I do not received yet. Thanks, Gloria Natal 787-566-5311

A: Dear Gloria Natal, We are sorry to tell you that this is not our order number, would you please send us the correct order number ?

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