Consulting Servive Center

Dixon Lynette Time: 2026-08-16 22:35

Q: Hello I am is the process in ordering some glasses but the cylinder in my right (OD) eye is -6.50 and on the site it only goes up to -6.00. Is there any way that you can increase it to 6.50 on your end?

A: Dear Dixon Lynette, We are sorry to tell you that we can not make cyl value -6.50 . Sorry for this.

Stephanie Torres Time: 2026-08-16 20:20

Q: Hello was wondering why it says that it was shipped but on the usps website it saids that only the label was created and no other information. It’s been like this for a while so just confused.

A: Dear Stephanie Torres, 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.

Robyn Hayden Time: 2026-08-16 12:07

Q: My package said it was delivered in my locker mailbox. But I didn't receive it. The tracking doesn't have my address on it just my city and zip. I need to find out where my glasses were mailed to.

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

carrie.cowing17 Time: 2026-08-16 08:42

Q: I forgot to change my shipping address and the order is going to an old address

A: Dear carrie.cowing17, We are sorry to hear that,would you please tell us order number and correct address ?

Sule Time: 2026-08-15 16:42

Q: Hi! Will y'all bring back the hot pink glitter color for the Netis frames or is it discontinued?

A: Dear Sule, We would like to tell you that you can find it here: https://www.wherelight.com/eyeglasses/frames/heart-classic-eyeglasses-3227.html?color=pink

Courtney Whipple Time: 2026-08-15 16:20

Q: Hi, I want to preface this by saying that I LOVE my Wherelight frames, all of them. LOVE THEM! I have referred so many people to you guys cuz I brag about my frames constantly. I bought 3 pair last year and today the last pair have broken. All 3 broken, the first pair broke about 6 months in, the second a couple months after, and today the final pair broke. And each time nothing happened to make them break, they literally just fell apart, sometimes just sitting in my hand. I’ve only had them 11 months and it seems ridiculous that all three pair have broken. I don’t want different glasses or to order from a different company, I just all my glasses wearable again. I saw on your website that you have a 365 day warranty and I wondering how that works and if I can just have my glasses replaced? Can someone reply and tell me how to get this all started? There’s also a time crunch here, all of my glasses are broken, I need glasses immediately. Thanks ????

A: Dear Courtney Whipple, 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?

Deby Bryant Time: 2026-08-15 11:40

Q: I ordered 2 pair of glasses over 2 weeks ago. When will they arrive?

A: Dear Deby Bryant, We would like to tell you that your item arrived at USPS facility in YBOR CITY FL DISTRIBUTION CENTER on August 17, 2026 at 4:20 am. The item is currently in transit to the destination. You will receive it soon. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596305967014

corinne.rodz Time: 2026-08-15 10:55

Q: Hi, Hope you're doing well. I ordered two glasses with the same prescription, the white one I see prefect but the other glasses I cannot used them as a do not see near or mid distance. Is there a way to send them for verification and or fix them? Thank, Maria.

A: Dear corinne.rodz, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. And would you please tell us when your eyes focus on the distance range of the lense and look far away, can you see something far away from you clearly? 2. And would you please tell us when your eyes focus on the near range of the lenses and reading, can you see something at a close distance clearly? 3.Would you please put on your glasses, adjust the position of your glasses on your face to see if you can find a position where your eyes can see somthing clearly ?

Radley Delesia Time: 2026-08-15 10:08

Q: My order has not yet shipped and has been in processing over 8 days.

A: Dear Radley Delesia, We are sorry for the delay, we will ship your order out this week.

Rene Gordon Time: 2026-08-15 05:27

Q: Good morning, I need to return part of my order as the glasses were too small. How can I do that?

A: Dear Rene Gordon, 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?

Rachel Castellano Time: 2026-08-15 03:00

Q: GOFO shipped order back to Wherelight. May you please ship my glasses to me at the updated address? I'll pay for shipping. Please, I want and need my glasses. Last communication with customer settings was on 7/29/26. The package is at your facility.

A: Dear Rachel Castellano, Please don\'t worry,when we receive the package, we will redeliver package to you.

Iya Cummings Time: 2026-08-14 19:41

Q: black remy frame

A: Dear Iya Cummings, We would like to tell you that the glasses#Remy 59152 black and glasses#Versatile 59194 clear are being remade now.

Ava Zampella Time: 2026-08-14 17:30

Q: Hey there, I purchased a couple pairs of glasses from your website sometime last year. I bought a pair of butterfly glasses that transition to sunglasses, and just scratched the left lens pretty bad. Could I send the glasses back to you and have the lens replaced? I am willing to cover any costs. I love this pair of glasses and can't go without!! I can look in my emails and find my order number if needed. Thank you! -Ava Zampella

A: Dear Ava Zampella, 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?

SHEILA GARNER Time: 2026-08-14 16:43

Q: Hello, i received my glasses, however the pink pair was broken on the arm,

A: Dear SHEILA GARNER, 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?

waydy_31 Time: 2026-08-14 16:34

Q: Hola! Mi receta es la misma para ambos espejuelos uno llego bien pero el otro no tiene el +2.00 de bifocal. Que puedo hacer pued me gusta la montura

A: Dear Wydalys, We are sorry to hear that,we have checked your order and we are sorry to tell you that you chose single vision lenses for Meredith 010 red , not progressive lenses. 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 $40 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 cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

Colleen Whalen Time: 2026-08-14 13:57

Q: Order # 20726162209005 Colleen Whalen PlantBased1954@Yandex.com 916-448-7841 You shipped 2 frames with your website FALSELY ADVERTISING THEM AS Rx OPTICAL GRADE QUALITY. I took both frames to Lenscrafters and America's Best vision shop which is the ONLY vendor which accepts my vision plan with Premium-Wellcare Health Net. BOTH the Optician and Branch Manager told me "Both of these two frames are NOT OPTICAL GRADE QUALITY and will not support Rx prescription lenses due to the inside of the frame being far too SMALL to support Rx lenses width. I went to the post office to ship them back at my expense but USPS told me "To ship this the cheapest way Ground USPS with insurance will cost $28.95" I paid $28.26 so that is not realiistic for me to take a financial thrashing on sending the frames back at my own expense! Please send me a PRE PAID SHIPPER - I do not have a printer - you can postal mail me a HARD COPY of the return shipping label OR if it goes back via UPS send me the QR code info and the UPS clerk can scan it at their branch. I insist on a FULL REFUND including shipping, and whatever charges you billed my account! I should not get scorched and have to pay the costs above and beyond those cheap-ass frames! It was billed to AfterPay in 4 payments and I have paid in full with weekly payments with AfterPay charging my checking account debit card with 4 times ACH billing. AfterPay is a PAIN IN THE NECK to deal with and they have non-existent customer service - can you just PUT THE REFUND THROUGH ???? BTW I found out that 100% of all deep discount cheap-o online internet eyeglass frame sellers ARE NOT Rx OPTICAL GRADE QUALITY - that is why they are so cheap prices - you get what you pay for! Caveat Emptor - Buyer Beware!

A: Dear Colleen Whalen, Thank you for sharing your experience with us regarding order #20726162209005. We are sorry to hear that local optical shops are unable to fit prescription lenses into these frames for you. Our frames are designed and manufactured to support prescription lenses for our in‑house lab processing. Unfortunately, we cannot control whether third‑party local optician shops are willing or able to mount lenses into our frames, and we apologize for this inconvenience you have encountered. Per our official return policy, store credit coupon is the standard resolution for this scenario. Taking your special situation into consideration, we would like to offer you a partial refund of half your order amount, which is $14.33. You do not need to return the two frames back to us. Could you please let us know whether you are willing to accept this settlement?

Zachary S Time: 2026-08-14 11:02

Q: Hey, love ya'll selections and have been really happy with my glasses purchances in the past. My most recent order just arrived and I'm not sure the Xanthe frames actually work with my pupillary distance. It's been a few days of feeling a little nauseous and hoping i can get used to them but something def feels wrong. I also ordered a pair of Sallie frames as sunglasses which feel great but have a very unexpected (and honestly cheap looking) silver sparkly glitter on the sides... its not obvious on in the photos or I wouldn't have purchased them. I'm wondering what my options are, especially for the xanthe. xoxo, gossip squirrel

A: Dear Zachary S, 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 ?

loveeeher Anesha Time: 2026-08-14 10:24

Q: Glasses broke

A: Dear loveeeher Anesha, 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?

ericasulivant Time: 2026-08-14 10:19

Q: I'm wondering why my receipt says "payment accomplished: $350/actual payment: $287." Why is this? Thank you, Erica

A: Dear Erica Sulivant, The original price of your order was USD 350. You redeemed coupon get55, so you were charged only USD 287.5. The actual payment is USD 287.5 .

Johana Garcia Time: 2026-08-14 10:14

Q: Hello, Yesterday, August 13, 2026, I purchased transition glasses for delivery within 5?7 days. My order number is 80826131125132. The order was placed using the email address jgarcia@shpmanangement.com. The total amount paid was $101.95. The shipping address is: 17 Raising Trail Ct Middletown, CT Phone: 347-432-1864 Email my system used was: jgarcia@shpmanangement.com that email was completed wrong. is johannagarcia25@yahoo.com at this point i don't had a way to see the notifications. I would like to confirm that my order was received and that it is being processed for delivery within the expected 5?7 days. Thank you for your assistance. Best regards,

A: Dear Johana Garcia, Ok,we would like to tell you that we have corrected it for you .

Danielle Priester Time: 2026-08-14 07:52

Q: 80726301251141 Checked my on the status of this order

A: Dear Danielle Priester, We are sorry to tell you that the frame#VogueBox LJD58097 floral is out of stock temporarily, so your order is delayed,we will rush order for you when it comes back.

Fran Time: 2026-08-13 19:19

Q: Buenas Noches! Me llegaron mis espejuelos y me encantan pero el bifocal no lo puedo manejar bien(+2.00) Se podrá hacer mi receta con menos bifocales como la que tenia antes(+1.00) Mi celular es 787 299 0039 Francheska Ocasio Gracias!

A: Dear Fran, 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?

White Megan Time: 2026-08-13 12:59

Q: How do you track your order exactly with the order number?

A: Dear White Megan, We would like to tell you that you can log in your account, find the order, then you can click \"View order\", then you can check the order status directly.

nisadorsey Time: 2026-08-13 09:55

Q: I purchased glasses on August 7th. Just looking to see tracking information. I did receive one notification that they were mailed out. Want to have ability to keep up with product that I have ordered

A: Dear nisadorsey, You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596305271784

angelicamedina Time: 2026-08-13 09:22

Q: Hola. En mi pedido hubo un error en la dirección. Este es el número de la orden 80726231418157 y esta es la dirección jardines de country club cb2 calle 126 Carolina, PR 00983.

A: Dear angelicamedina, Please don\'t worry, we will redeliver package to you when we receive it .

Izabel Fibla Time: 2026-08-13 05:42

Q: Hi - I purchased several pairs in the last few years however a few of the frames are too tight in my head, aka above the ears - how can I adjust that before placing a new order? Tks

A: Dear Izabel Fibla, 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?

Darian Reidhead Time: 2026-08-12 20:07

Q: 80826121905538 I needed to change the shipping address to 46803 W Mellen Ln, Maricopa AZ, 85139

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

Smith Lisa Time: 2026-08-12 17:49

Q: I need to submit a receipt for my most recent order. What is the best way to get a pdf type document for this? Thanks Lisa

A: Dear Smith Lisa, We would like to tell you that we have emailed you the receipt.

Misty Dreyer Time: 2026-08-12 17:25

Q: Hi I Just placed an order and need to update the shipping address. HELP!

A: Dear Misty Dreyer, We are sorry to hear that,would you please tell us your correct address so that we can correct it for you ?

Misty Dreyer Time: 2026-08-12 17:24

Q: I need to update my shipping address. Also, how was I supposed to add the BOGO discount code? It never gave me the option when checking out.

A: Dear Misty Dreyer, We are sorry to hear that,would you please tell us your correct address so that we can correct it for you ?

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