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Consulting Servive Center

Stefani Aseh    Time: 2026-07-28 17:25
Q: Please email me an itemized receipt for Order #80726051016598 TY!
A: Dear Stefani Aseh, we would like to tell you that we have emailed you the receipt.
Stefani Aseh    Time: 2026-07-28 17:14
Q: Please, I need your street address in order to submit a claim for my glasses
A: Dear Stefani Aseh, we would like to tell you that we have emailed you the receipt.
Rodriguez Vida    Time: 2026-07-28 16:40
Q: Need refund only received 1 pair of glasses.
A: Dear Rodriguez Vida, We are so sorry to tell you that the frame #Jordan 3334 black_gold color in your order is discontinued. Would you please choose a different frame on our website ? The price of the frame#Jordan 3334 black_gold color is $24.95, you can go to choose a frame which the total price is around $25. We will not charge you the price difference. Then please tell us the frame name and color. We will change it for you. We sent many emails to you, but you don\'t reply us, we shipped completed glasses to you first.
Patricia DiStefano    Time: 2026-07-28 15:29
Q: I think I forgot to include the order number. The order was placed today July 28, 2026. The order number is 20726281507059 and I was billed $120.98 on my Discover card in lieu being billed for the higher price between the two pair of glasses. It did not apply the bogo code. Thanks again for your help with this matter and have a great day! Trish DiStefano
A: Dear Patricia DiStefano, Ok, we will apply discount to order and will refund you price difference $51.05 .
Patricia DiStefano    Time: 2026-07-28 15:20
Q: I just ordered 2 pair of glasses and in the coupon code box I typed in the coupon code bogo and was charged full price for both pair of glasses. Why did it not apply the discount to my order? Can you please check and tell me the total I am being charged and if I am getting BOTH pair of glasses I ordered? Your prompt attention to this matter is appreciated.
A: Dear Patricia DiStefano, Ok, we will apply discount to order and will refund you price difference $51.05 .
kendall nathaniel    Time: 2026-07-28 13:51
Q: Hi there, when I was trying to order my glasses. I don’t see my pd number of 63 as an option.
A: Dear kendall nathaniel, 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.
Rebecca Molke    Time: 2026-07-28 13:28
Q: Hi can I please have an invoice for my order?
A: Dear Rebecca Molke, we would like to tell you that we have emailed you the invoice.
Brenda Gutierrez     Time: 2026-07-28 13:21
Q: Hi I wanted to return a pair of glasses 80426262240557 is the order number
A: Dear Brenda Gutierrez, We are sorry to hear that,would you please tell us which pair you want to return and the reason ?
isabellegarson     Time: 2026-07-28 10:35
Q: Hi, My order has been stuck in processing. No updates since 7/14 - it is currently 7/28. Can I please get an update? Order # 80726091528460 Thank You, Isabelle
A: Dear isabellegarson, We are sorry for the delay, we will ship your order out this week.
Estela Isea    Time: 2026-07-28 09:08
Q: Asunto: Request to Remake My Glasses as Progressive Lenses ? Order #80726131115210 Mensaje: Dear WhereLight Customer Service, I hope you are doing well. I am contacting you regarding my order #80726131115210. After receiving my glasses, I realized that I made a mistake when placing my order. My eye prescription requires Progressive (PAL) lenses with an ADD of +2.00, but I accidentally selected Single Vision lenses during the ordering process. I have also confirmed that my correct pupillary distance (PD) is 60 mm. I would like to kindly ask if it would be possible to return my three pairs of glasses so they can be remade as Progressive (PAL) lenses using my correct PD. I understand that this mistake was made by me, and I am willing to pay the price difference and any reasonable remake fee. I really like the frames and would greatly appreciate your help in correcting my order instead of purchasing new glasses. Please let me know the return procedure and how I can proceed. Thank you very much for your understanding and your assistance. I truly appreciate your help and look forward to your response. Kind regards, Estela Isea
A: Dear Estela Isea, 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 $56 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.
Collins Jeniel    Time: 2026-07-28 09:06
Q: Hi. I am reaching out because I recently purchased some glasses and when putting them on both of the handles broke off. I would like to send them back to get them replaced because I really like the glasses and enjoyed them and have not had them long.
A: Dear Collins Jeniel, 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?
Estela Isea    Time: 2026-07-28 09:05
Q: Asunto: Solicitud para cambiar mis lentes a progresivos ? Pedido #80726131115210 Estimado equipo de atención al cliente de WhereLight: Espero que se encuentren muy bien. Me comunico con ustedes con respecto a mi pedido #80726131115210. Después de recibir mis lentes, me di cuenta de que cometí un error al hacer el pedido. Mi receta médica requiere lentes progresivos (PAL) con una adición (ADD) de +2.00, pero por equivocación seleccioné lentes de visión sencilla (Single Vision) al realizar la compra. También confirmé que mi distancia pupilar (PD) correcta es de 60 mm. Quisiera solicitarles amablemente si es posible devolver mis tres pares de lentes para que puedan rehacerlos como lentes progresivos (PAL) utilizando mi PD correcto. Entiendo que el error ocurrió al momento de realizar el pedido y asumo la responsabilidad. Estoy dispuesta a pagar la diferencia de precio y cualquier costo razonable por rehacer los lentes. Me encantan las monturas que elegí y agradecería mucho su ayuda para corregir mi pedido en lugar de tener que comprar unos lentes nuevos. Por favor, indíquenme cuál es el procedimiento para realizar la devolución y cómo puedo continuar con el proceso. Muchas gracias por su comprensión y por su ayuda. Quedo atenta a su respuesta. Atentamente, Estela Isea
A: Dear Estela Isea, 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 $56 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.
Iya Cummings    Time: 2026-07-28 07:57
Q: hello. I have tried to fix the bunny glasses on my own, and I have taken them to a eyeglass shop near me and they were not able to fix them either. the metal hinge is what is bent & out of place . So ultimately I will need a new pair of glasses. The ones that I would like to replace with the jelly is the ‘ versatile’ frame using the same prescription that I have on file I would like to keep the same grey photochromic lenses add on that i did pay for . please send both pairs to my address that is on file
A: Dear Iya Cummings, Sorry, do you mean you want us to remake a pair of jelly and a pair of versatile ?
Nichole Mcgarey     Time: 2026-07-27 23:17
Q: Yes, how can I send it?
A: Dear Nichole Mcgarey, you can send it to our email address: service@mail-wherelight.com
Nichole Mcgarey     Time: 2026-07-27 23:10
Q: My glasses broke and I just got them today. Wore them for maybe 10 minutes. They are very poor quality and feel flimsy. Your page to submit a replacement isn't working.
A: Dear Nichole Mcgarey. 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?
joshamcmullen     Time: 2026-07-27 22:49
Q: Hello, I recently ordered the 'Essential' glasses with custom prescription. I received the glasses, however, there is a scratch on the left lens on the glasses. I am unsure if they arrived like this or if this happened due to wear. It seems that the scratch is from inside the lens, rather than from contact with the outside. I have only had them about two or three days. Is it possible to just order the left lens as a replacement for these glasses? And if I could get a price for this as well. The scratch is interfering with the vision in my left eye and there is light leakage on them, causing me headaches when completing office work. If I could just replace the one lens this would be perfect and I would like to order this, the rest of my order is perfect. I am just unsure how the inner scratch may have happened with only two wears. I had hoped I ordered a scratch resistant lens.. Let me know if anything can be done, thank you and appreciate the order being done well.
A: Dear joshamcmullen, 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?
Smith Brandy    Time: 2026-07-27 20:21
Q: Hi i got an email stating that the glass is picked wouldn't work for mine and my daughter's perspiration i have 2 other frames picked out how do I cancel the first order or can u guy just swap the frame
A: Dear Brandy Smith, Would you please tell us the new frames you want first ?
Tamara Doleman     Time: 2026-07-27 14:50
Q: Hello, I recently received my progressive glasses, and I absolutely love the frames?they fit perfectly, and I really love the style. However, I'm having a problem with the progressive portion of the lenses; it is giving me a headache, and I have worn progressive lenses for years without any issues. Because the frames fit so well and I really like them, I would like to request that the lenses be remade without the progressive portion (single vision instead). I do not want a refund or a different pair of frames?I would simply like to keep these frames and have the lenses corrected so they are comfortable for me to wear. Could you please let me know how to start the process of sending them back for this adjustment and what steps I need to follow? Thank you for your assistance. I look forward to hearing from you.
A: Dear Tamara Doleman, 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?
Worjloh Angel    Time: 2026-07-27 14:21
Q: How do I start a return the prescriptions given to me art not my prescription
A: Dear Worjloh Angel, 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?
Worjloh Angel    Time: 2026-07-27 14:20
Q: How do I pace a return prescription given to me was not my prescriptions at all
A: Dear Worjloh Angel, 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?
Ruth Velazquez    Time: 2026-07-27 12:55
Q: Good afternoon, Yes, correct. I attached the prescription to the email.
A: Dear Ruth Velazquez, Thanks for your understanding. We would like to tell you that we have changed frame. We will process your order immediately.
tamilynnfujimoto     Time: 2026-07-27 08:03
Q: Hello - my order # is: 80726241535388. I'm contacting you as I just want to double check that the reading glasses will follow my actual prescription that I attached. When ordering, there is a section where it asks if the prescription is correct, but for some reason I wasn't able to add the "+2.25" for both the OD and OS. My attached prescription has this info, but I'm not sure if it's clear for the processing of the glasses. Many thx. Tami Fujimoto
A: Dear tamilynnfujimoto, We would like to tell you that we have converted original Rx to single vision reading Rx for you.
aalong5     Time: 2026-07-27 06:39
Q: My glasses that I received 2 pair are not correct.. the lenses are way off I can hardly see out of them either pair and both eye. Very blurry and it seems as though the vision area is small . I’d like to return both pair for refund. I have had so much trouble with them Thank you
A: Dear Angela long, 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?
Rachel Castellano    Time: 2026-07-27 06:07
Q: My I please have the tracking information so that I could call them and inquire about my package? Please and thank you. :)
A: Dear Rachel Castellano, The tracking number is GFUS01055865478401 . If you can not find the package, please contact us asap.
Kathleen Lekie    Time: 2026-07-27 02:50
Q: My order is being shipped to the wrong address.
A: Dear Kathleen Lekie, We need to confirm the prescription of glasses with you since your 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 ?
Ines Proctor    Time: 2026-07-26 22:34
Q: Hello I wanted to order glasses but I need prescription readers but it won’t allow me to put my prescription in correctly with the “add” +2.00 prescription it suggest for me to get progressives but I want readers only not progressives . Are you able to help me with this? Hope to hear back from you soon. Sincerely, Ines Proctor
A: Dear Ines Proctor, We need to confirm the prescription of glasses#tiffany 58090 multicolor with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?
Kona Miller    Time: 2026-07-26 20:44
Q: Got my first order and there may be something wrong with one of the pairs of glasses. Not sure it was slimmed or shaped correctly. They're very, very thick and have a fish eye Lena effect when put them on. More importantly however the second order that I placed with this account for my boyfriend is saying it's undeliverable, and the address doesn't have our apartment number on it for some reason. They're returning package to sender. Anything I can do about this? He needs his glasses and we can't afford for him to wait another 2 weeks to get them
A: Dear Kona Miller, About order#80726122057453,we have checked the tracking information and it shows that it was delivered. Do you receive it ? About order#20726091202332,would you please tell us which pair has problems ?
Janelle V Hampden    Time: 2026-07-26 19:33
Q: Hello, I sent a message on the same exact day that I placed my order for assistance. No one has since responded. I noticed that the PD number was entered incorrectly and sent the email to you all so that It may be corrected?prior to processing and mailing. The correct PD numbers are 29.00 for both the right and left. If someone could assist in having this updated, I would be appreciative. The request was placed for the following product: Product: Delfina(18041)Color:?ClearUS $5Size: MediumPrescription: Single VisionUS $5Standard Eyeglass LensesDistanceMid-High Index 1.55Anti-Scratch & UVNo Tint
A: Dear Janelle, We would like to tell you that we have corrected them for you
Janelle V Hampden    Time: 2026-07-26 19:32
Q: Hello, I sent a message on the same exact day that I placed my order for assistance. No one has since responded. I noticed that the PD number was entered incorrectly and sent the email to you all so that It may be corrected?prior to processing and mailing. The correct PD numbers are 29.00 for both the right and left. If someone could assist in having this updated, I would be appreciative. The request was placed for the following product: Product: Delfina(18041)Color:?ClearUS $5Size: MediumPrescription: Single VisionUS $5Standard Eyeglass LensesDistanceMid-High Index 1.55Anti-Scratch & UVNo Tint
A: Dear Janelle, We would like to tell you that we have corrected them for you
Ari Jacobs    Time: 2026-07-26 15:56
Q: I used the wrong shipping address
A: Dear Ari Jacobs, We are sorry to hear that,would you please tell us your correct address ?
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