Consulting Servive Center|WhereLight

Jessica Cardines Time: 2025-09-11 22:25

Q: Replying back: Yes my address is correct. The post office is going to hold my mail until 9/30/25 so should be ok to resend. Thank you.

A: Dear Jessica Cardines,When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated.

jacindra67740 Time: 2025-09-11 21:30

Q: Why can't I select 2 different PD?

A: Dear customer, We are sorry to hear that,please tell us your PD value and frame you want to order so that we can help you.

James Time: 2025-09-11 20:25

Q: Hi, I am trying to order a pair of glasses. My PD is 30 (right) and 31 (left) but when I try to enter it, 31 is the lowest number for the right value? Please advise. Thanks.

A: Dear Allen Murray, 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. You can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=60

Windy Ravenel Time: 2025-09-11 12:30

Q: I placed a order but I paid 71 dollars and I need to pay 10 more dollars how do I go about paying

A: Dear Windy Ravenel, We need to confirm the prescription with you since the sph value of right eye is positive and sph value of left eye is negative. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Jessica Cardines Time: 2025-09-11 12:04

Q: I need to know how to get my package rerouted back to my address / post office if I can. I contacted USPS and they are going to hold my mail at my post office for now and investigate. USPS: Your item was returned to the sender on September 11, 2025 at 10:37 am in SAINT PAUL, MN 55107 because the address was VACANT. I still live here and usps says there are no reasons to not deliver it and they are resolving it. The tracking number is 9200190384715300147932. Please let me know what I should do. thank you.

A: Dear Jessica Cardines, We are sorry to tell you that your package is returned to us. Please don\'t worry. We will try our best to make sure that you can receive your package. Would you please double check your address and tell us if it is correct? If it is incorrect, please tell us the correct one. Your address in the order is 516 Smith ave south apt 4,Saint Paul ,MN,55107, US When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated.

Thelma Salva Time: 2025-09-10 20:03

Q: Greetings, I'm trying to make a payment with my Visa debit card and it's being rejected. I'd like to know the reason.

A: Dear Thelma Salva, We are sorry to hear that,but do you choose Paypal ?

Rachel Shay Time: 2025-09-10 19:57

Q: Hello! I just received my new glasses and they are beautiful! Unfortunately, it’s difficult to see out of them. The bifocal reader portion is crystal clear but the section for my far vision is blurry. I also have to pull my glasses far down my nose to be able to see clearly. I don’t think that’s correct and I’m not sure what to do, any advice would be appreciated, thank you so much!

A: Dear Rachel Shay, We are sorry to hear that,would you please tell us whether your correct PD value is 58 ?

Kimmy Moore Time: 2025-09-10 19:55

Q: I have a question about the lens tinting. I would like to get the fuchsia tinting on a pair of glasses, but I only want it to be around a 10% strength so that I can wear them indoors. I cannot tell by the color reference guide how dark the tinting will be. Is there a way to make a note on my order that I don't want the tinting to be too dark? Thanks :-) -kimmy

A: Dear Kimmy Moore, We can note it for you, but please email us the order number immediately after you place order.

Liduvina Rondon Time: 2025-09-10 19:14

Q: Hello, one of the glasses I ordered arrived completely broken. This has never happened to me before. I don't know if it's because they are very fragile or because they were very destroyed.

A: Dear Liduvina Rondon, 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?

Daniel Tassell Time: 2025-09-10 19:10

Q: I need to change the plus to +2.25 instead of +2.50 I put it in incorrectly.

A: Dear Dan, We would like to tell you that we have corrected them for you

hugo Johnston Time: 2025-09-10 16:01

Q: My glasses which i ordered in May just snapped in two! Order number 20525071940078,,,,I just ordered two rx pairs of sunglasses and hopefully they will last longer! How can you assist me with returning the first order? Can you replace the frame?

A: Dear Hugo Johnston, 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?

Leisha Johnson Time: 2025-09-10 14:38

Q: #80825140520099 $43.43 since you canceled my order. When will my credit post my credit card? I hope it don’t take 30 days to post like it takes you to let me know that you cancel my order and don’t worry I will not do any business with you anymore. very bad business!

A: Dear Leisha Johnson,We have refunded you the money. But we can not decide the date when the money will be returned to your account. It is decided by your credit card bank. It is related with your credit card bill date. It usually takes 7-25 business days.

hughscar hugo Time: 2025-09-10 13:52

Q: I just had my recent purchas order # 20525071940078 snap right in the middle of the frame! Can I return for replacement please? I just recently ordered two pair of Rx sunglasses as well! Hopefully they last! Thanking in advance, Hugo Johnston 604-374 3169

A: Dear Hugo Johnston, 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?

lindsey simpson Time: 2025-09-10 12:42

Q: i recieved my order but one pair of glasses were bent from shipping, how do i get them replaced

A: Dear Lindsey Simpson, 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?

el.emling Time: 2025-09-10 12:00

Q: I got my glasses but the prescription is wrong

A: Dear Erica Emling, We are sorry to hear that, but would you please tell us which pair is incorrect ?

carleyalexander84 Time: 2025-09-10 10:58

Q: I am trying to purchase my cart using my FSA Card (a debit mastercard from American Fidelity). It keeps saying "failed payment", but I checked and the balance on the card is more than sufficient to cover this purchase. Can you help?

A: Dear Carley Alexander, We are sorry to hear that, but do you contact with your bank ? Do they support our website ?

Glissean Crittenden Time: 2025-09-10 10:55

Q: My first time purchasing glasses are Not working for Me and My Eyes.

A: Dear Glissean Crittenden, We are sorry to hear that, 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?

anniesmitty Time: 2025-09-10 09:02

Q: Hello. I totally messed up my order. I selected my reading vision as 5.00. I thought I was Adding my new prescription. They are so blurry I cant See. Would I be Able to send them back to get the lenses re-done with my correct prescription? my order number 80825260459254

A: Dear Annessa Smith, We are sorry to hear that, 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?

Cassandra Blackwell Time: 2025-09-10 08:42

Q: I have an order processing but I realized I already ordered one of the frames. Is it too late to change the order?

A: Dear Cassandra Blackwell, Would you please tell us which pair you want to change to ?

Woodward Amy Time: 2025-09-10 04:05

Q: I am trying to confirm an order...according to PayPal the order number is eye68bd35la6fae8 placed on September 7th. I didn't receive an email from you stating that I had placed an order so I am trying to determine if I ordered from a bogus site. Amy Woodward

A: Dear Amy Woodward, We would like to tell you that you can log in your email account: sjsully996@gmail.com to check it. We would like to tell you that your order is being processed now.

saritatosales Time: 2025-09-10 02:06

Q: Hi I submitted the wrong prescription for my order, how can a send the correct one

A: Dear customer, We are sorry to tell you that the frames in your order can not be processed with your correct PD value 54. Would you please choose other frames ?

phyllisherrick1 Time: 2025-09-09 20:34

Q: I am almost done, I do not understand "add value" I would like progressive lens for everyday glasses, I would also like progressive for my reading and computer glasses. I am at a point where I am getting frustrated. You have such cool glasses. Is there a number I can call and just speak with someone? Or just upload my info?

A: Dear Phyllis, 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?

kuehnfamily1995 Time: 2025-09-09 20:13

Q: I have just received the glasses in our order. The order number is # 20825242137301. I am EXTREMELY disappointed with one of the pairs of glasses I received. Three are great - seem fine, no issues whatsoever but the fourth is very upsetting. The glasses I am going to have to replace immediately are the Avery H81006 glasses which were multifocal sunglasses. These glasses arrived and I was horrified to discover the color/pattern was not only made out of some kind of cheap fraying fabric that was cut poorly but the fabric is GLUED onto the actual frame and it was not even cut well, glued properly or completed with any kind of precision. As these were the most expensive of the frames we bought I am mystified as to the extremely low quality. Before the glasses even arrived the upper left corner of the fabric is already pulling away from the frames. Please advise as to how you are going to rectify this situation. I look forward to hearing your options for resolution. Thank you

A: Dear Michelle Kuehn, 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?

Claire Time: 2025-09-09 17:55

Q: Hello! I would like to return my glasses I received today. They are just not exactly what I expected. I will buy a new pair with my 50% refund though.

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

Leisha Johnson Time: 2025-09-09 12:10

Q: #8082514052009 $43.43 I placed my order on August 14, 2025. I have emailed you twice regarding my order today is September 9 I have not received my glasses yet. This is the second time this has happened to me. My past order was in April 28 2025 you had to refund my money back and it took weeks for me to get my money back again. I tried you again and it’s happening again. This is my third email reaching out to you regarding these glasses. What is going on? This is very unprofessional. It’s been well over 14 business days I pay for 14 business days shipping I should have had my glasses by now in approximately five more days will be 30 days that I loaded these glasses. Your business is getting really raggedy. I need to answer back from y’all or I need my glasses or I need my refund and I promise you I will not shop with your company anymore. After this one I promise you that I need to hear from you or I need my glasses in the mail within the next 2 to 3 business days or I will contact the better Business Bureau.

A: Dear Leisha Johnson, Thank you for reaching out to us and for your interest in our products. We sincerely appreciate the time you’ve taken to consider us for your needs. After careful review, we regret to inform you that we are unable to fulfill your order at this time. we are unable to meet your specific requirements. We\'ve cancelled your order and refunded you the money. We truly value your business and want to ensure you find the right solution. As such, we’d like to suggest exploring alternative suppliers who may be better positioned to assist you. You might consider Zenni. Again, we appreciate your interest and apologize for any inconvenience. Please don’t hesitate to contact us if there’s anything else we can assist you with in the future.

asetformula666 Time: 2025-09-09 09:08

Q: Again it's NOT the FIT it's how they look on my face and I don't like how they look on my face because the Frames are not BIG enough. I don't like small frame glasses just not for me period.

A: Dear Marg Triplett, We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $45 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 ?

asetformula666 Time: 2025-09-09 09:01

Q: Let me make this clearer...The glasses Fit but I don't like how they look on my face and that's why I said the glasses are Not fit for me. They looked larger when I did the (Try On demonstration) and that's why I choose that frame and purchased it but when I got the frame it is much (Smaller) than I expected.

A: Dear Marg Triplett, We are sorry for this, but we are sorry to tell you that the glasses are customized products, so once the glasses are made, they can no longer be changed and be sold to others. Concerning your case, we can offer you a $45 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 ?

Wilfredo Perez Time: 2025-09-09 07:40

Q: Saludos ya envié las photos via email gracias

A: Dear Wilfredo Perez, thank you, we\'ve received them.

Stephy Stephy Time: 2025-09-09 06:13

Q: Need my address corrected 1064 helm ave apt c clovis ca 93612

A: Dear customer, We are sorry to tell you that we\'ve shipped your order out and can not change the address now. We suggest you to contact with your local UPS office. Your tracking number is 1ZG841J50335535835 You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1ZG841J50335535835&requester=WT/trackdetails

Angelafriend772 Time: 2025-09-09 06:01

Q: My glasses are not what I wanted, so I would like to return them

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

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