Consulting Servive Center|WhereLight

pattyfelixjr2 Time: 2026-01-26 18:11

Q: Never received my order 80126081822145

A: Dear Patty Felix, We are sorry to hear that, would you please double check the address you filled in the order ? Is it correct ?6005 FLORENCE BLVD,Omaha,NE,68110-1037,US

Stepanie Robinson Time: 2026-01-26 17:56

Q: I accidentally ordered 2 of the same frame. I only want one not 2

A: Dear Stepanie Robinson, Ok, we will remove glasses#Sherie BJ5302 black in the order#80126221638405 and will refund you $6.

Herrera Nelliel Azrael Time: 2026-01-26 14:49

Q: My glasses arrived but they are the wrong lens type. I paid for photochromic lenses but it came as regular lenses.

A: Dear Herrera Nelliel Azrael, We are sorry to hear that, we have checked your order and we are sorry to tell you that you choose normal tints in the order,we also noted that it is a permanent tint on our website. 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 $25 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 ? Note: this coupon and other promo code can not be used in one order at the same time.

Sheffield Tausha Time: 2026-01-26 13:39

Q: My order was returned, my address is 100 Poplar St Guyton Ga 31312

A: Dear Sheffield Tausha, Ok, we will redeliver package to you .

Helene Juneau Time: 2026-01-26 12:43

Q: What is your warranty on new glasses?

A: Dear Helene Juneau, We would like to tell you that you can check our return policy here: https://www.wherelight.com/helping/faq

Kaitlyn Burnett Time: 2026-01-26 09:21

Q: My package said it as shipped on 01/21 and I paid for advanced delivery but today as of 01/26 it still has not been actually given to USPS based on the shipping information. What is the point in advanced delivery?

A: Dear Kaitlyn Burnett, We would like to tell you that your item arrived at GREENSBORO NC DISTRIBUTION CENTER origin facility on January 26, 2026 at 11:45 pm. The item is currently in transit to the destination. You will receive it soon.

Jess Connell Time: 2026-01-26 09:05

Q: Hi there, I’m quite disappointed in some of the glasses in my most recent order. The Hecate glasses (art.no 0102) have a video showing them to be flexible and bendy. They aren’t at all. The clip on glasses (art.no 19072) are no good in the sunlight when I have the sunglasses part on as they reflect my face so all I can see is myself and the Nidia glasses (art.no 59020) have arrived and they’re wonky

A: Dear Jess Connell, About glasses#59020,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?

Elloraine Maddox Time: 2026-01-26 06:54

Q: I have 2 PD’s. OD is 35 - OS is 36. I the beginning it asked if I had 2 PD’s, I said yes but it did not give me a place to put both numbers in. Do I add them together? Would my PD number be 71?

A: Dear Elloraine Maddox, Would you please tell us which frame you want to order ? And we would like to tell you that you can choose \"I have two PD values\"

sbooke1740 Time: 2026-01-26 05:10

Q: If you’re not going to change it like I asked please send me my money back

A: Dear customer, ok, we will cancel your order and will refund you money.

diva2277 Time: 2026-01-25 20:03

Q: Order - 20126210245193 - I placed a prescription order for the Paloma glasses but I just now saw that they are recommended for a 64 to 70 PD. Can these be ordered in a medium instead of large? Thank you. Rachel Olives

A: Dear Rachel Olives, We are sorry to tell you that we can not change the size of Paloma, Paloma only has one size, do you want to change other different frame ?

Jolene Gough Time: 2026-01-25 17:15

Q: My package said delivered yesterday but wasn’t in my box

A: Dear Jolene Gough, We are sorry to hear that,would you please double check the address you filled in the below ? Is it correct ? 507 s willow st, # 5 ,Kenai,AK,99611,US

Jolene Gough Time: 2026-01-25 17:14

Q: Hello , my package said it was delivered yesterday but wasn’t in my box today :(

A: Dear Jolene Gough, We are sorry to hear that,would you please double check the address you filled in the below ? Is it correct ? 507 s willow st, # 5 ,Kenai,AK,99611,US

Sarah Godfrey Time: 2026-01-25 16:45

Q: Hello - I have sent an email as well on this matter, but I accidentally entered the wrong shipping address for order #80126251251586 - can you please update to the address I provided via email? Thank you for your assistance.

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

Vaughn Falleur Time: 2026-01-25 16:20

Q: How do I add more features to my order. Once I pick two like progress and transition I can’t add any more ? Thanks. Vaughn

A: Dear Vaughn Falleur, We are sorry to hear that, would you please tell us which features you want to add ?

Jackie Oguntayo Time: 2026-01-25 15:46

Q: Hello, I want to start an order return for some of my glasses. I want to start a return on Order# 80126080618253. Three of the glasses I received had prescriptions that felt unconformable in the frames. I am unable to initiate the return. please assist in initiating the return of emerald (TR27094), Marjorie (M6152) and Fronde (LJD58036) floral

A: Dear Jackie Oguntayo, Please don\'t worry. We can remake the glasses for you. But we need to find the reason at first. Would you please wear the good eyeglasses and take a photo of it ? And would you please wear the uncomfortable eyeglasses and take photos of them ?

Jackie Oguntayo Time: 2026-01-25 15:27

Q: I need to start a return and am unable to

A: Dear Jackie Oguntayo, Please don\'t worry. We can remake the glasses for you. But we need to find the reason at first. Would you please wear the good eyeglasses and take a photo of it ? And would you please wear the uncomfortable eyeglasses and take photos of them ?

Andrea Hickman Time: 2026-01-25 13:46

Q: I sent a message regarding my order 20126230858590 and I paid for the expedited shipping. Before the glasses get made, I needed to make a change. When will they respond to my message?

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

Marisa Ortiz Time: 2026-01-25 12:29

Q: One of the pairs I ordered in August 2025 has broken; I was removing the frames from my face and the left side temple broke off completely! Are your frames that low quality that they break when removing them from the face?

A: Dear Marisa Ortiz, 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?

leislmccrea leisl Time: 2026-01-25 10:48

Q: Can I cancel my order to change one pair

A: Dear leislmccrea Mccrea, We can cancel that pair for you, but you need to charge other discount if you want to remove that pair, is that ok ?

Dawn Andell Time: 2026-01-25 09:04

Q: Your bogo50 coupon is not working. I've ordered numerous frames from you with no problem but, half of 142.00 is not 35.00! Please let me know how to fix this or I'll take my business elsewhere.

A: Dear Dawn Andell, We are sorry to tell you that bogo50 code is for buy one get the second pair half cost, it is not buy one get one free discount.

Dawn Andell Time: 2026-01-25 08:59

Q: The bogo 50 code isn't working.

A: Dear Dawn Andell, We are sorry to tell you that bogo50 code is for buy one get the second pair half cost, it is not buy one get one free discount.

Mani Gina Time: 2026-01-25 04:07

Q: I used the wrong address on the order i just placed.. Can you change it to Gina manicchia 502 nicolls rd deer park ny 11729

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

Lillian Time: 2026-01-25 02:56

Q: Hi again, I need to cancel part of order. Must whole order be cancelled? Then re-ordered correctly? Please let me know ASAP as it is only hours ago mistake made. Sorry for any inconvenience. Lily G

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:41

Q: Hi, please confirm part of order, placed hours ago, is modified. Two pair, the round floral ones, need to be removed. Thanks????Lillian

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:37

Q: already have glasses, mistakenly ordered ???? please remove 2 round floral pairs.

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:25

Q: please cancel 2 pair of glasses ordered, the round blue and the round green floral

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

dominique Time: 2026-01-24 12:14

Q: Order# 20126241206536 Please cancel my order so I can order with the correct prescription

A: Dear customer, We are sorry to hear that, we can change the Rx for you directly, would you please take a photo of correct original prescription with PD and attach it in the email so that we can correct it for you ?

Dominique Time: 2026-01-24 12:12

Q: Order# 20126241206536 I needs to change the prescription on my order I put in an old prescription

A: Dear customer, We are sorry to hear that, we can change the Rx for you directly, would you please take a photo of correct original prescription with PD and attach it in the email so that we can correct it for you ?

Shakira Walker Time: 2026-01-24 09:54

Q: I received glasses and things were great until one of the frames broke on a corner. I just bought these on December of 2025. Am I able to get a replacement pair? Or choose another frame with my prescription?

A: Dear Shakira Walker, 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?

Heather Rolff Time: 2026-01-24 09:47

Q: I’d like to change the shipping address of the order I just made. Is that possible?

A: Dear Heather, Would you please tell us your correct address so that we will correct it for you ?

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