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Monfort Beth Time: 2026-08-27 17:02

Q: I accidentally put the wrong is prescription strength in my single vision. How can I correct it

A: Dear Beth Monfort, 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?

Janine Bambrick Time: 2026-08-27 17:00

Q: I need to change my shipping address on a order I just placed . Please advise

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

Janine Bambrick Time: 2026-08-27 16:59

Q: I need to change my shipping address in a order I just placed. Please advise

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

Pacheco Viviana Time: 2026-08-27 16:38

Q: Hi, I’m checking on my order because it looks like it’s been sitting in limbo for a few days now, a week to be exact, when it looks like production was finished on all three pairs of glasses. Please let me know when I should expect my glasses to be shipped since I did pay for shipping. Kindly, Viviana

A: Dear Pacheco Viviana, We asked our factory and they said that there is a little flaw on the frame#Neon05 59045 green_black,they need to change a new frame, but this frame was out of stock temporarily. So your order is delayed. We will ship your order out asap when it comes back.

LadyBug Love Time: 2026-08-27 16:15

Q: Would like to return my order. The glasses hurt the side of my ears, too tight. And the color is not as pictured

A: Dear LadyBug Love, 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?

Darcy Frields Time: 2026-08-27 16:14

Q: Both pairs of glasses don't fit right , one too small the other too big. And the bigger pair the transition line is in a weird spot, I want to return please

A: Dear Darcy, 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?

Snow200488 Time: 2026-08-27 14:47

Q: Please I need to change my script!! Progressive lenses and my PD is L-26 R-27

A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?

Snow200488 Time: 2026-08-27 14:33

Q: I just placed an order and selected single vision but my script needs progressive lens. Please I need help to fix it before it’s to late

A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?

Laura Thompson Time: 2026-08-27 14:12

Q: I was charged twice for one order, which shows as 2 orders . please cancel 20826271346334 now. Thank You. Laura.

A: I was charged twice for one order, which shows as 2 orders . please cancel 20826271346334 now. Thank You. Laura.

Richard Mooney Time: 2026-08-27 14:08

Q: I just received my order (20826121043068). None of the glasses focus, they all allow double vision, which my lenscrafter glasses correct. I want to return them for a refund. Please provide an RGA. Thank you

A: Dear Richard Mooney, We are sorry to hear that,would you please tell us whether you have worn glasses with 4 prism values ?

Erica Costilla Time: 2026-08-27 12:50

Q: Hello, my prescription has changed within the past year and I now have progressive lenses. I am wondering if your company is able to just do the lenses to frames I have purchased within their past year from you. So I don’t have to scrap my newer glasses.

A: Dear Erica Costilla, We are sorry to tell you that our factory is located in China, so we don\'t offer that service.

HYE YANG Time: 2026-08-27 11:58

Q: Would it be possible to restock the Fiona and Nenote rimless glasses? I really loved those two styles, but unfortunately, they are no longer available. I would greatly appreciate it if you could bring them back in stock. I would definitely purchase them and would not return them. Thank you for considering my request!

A: Dear HYE YANG, We are sorry to tell you that these frames are discontinued, they will not come back in stock, sorry for this.

Yaricely Arce Rivera Time: 2026-08-27 11:12

Q: The post office bring my package in other house

A: Dear Yaricely, We are sorry to hear that,we have checked the tracking information and it shows that your item was picked up at a postal facility at 9:29 am on August 27, 2026 in HAINES CITY, FL 33844. Do you contact your local USPS office?

Snow200488 Time: 2026-08-27 10:15

Q: I need to change my order from single vision to progressive PLEASE HELP!! I just now ordered it

A: Dear linda frantz, We can change the single vision glasses to progressive glasses directly, but we need to charge you price difference. Would you please tell us whether you can accept it ?

Gierke Jessica Time: 2026-08-27 09:55

Q: I want to use my bogo coupon for another pair. I just purchased a pair

A: Dear Jessica Gierke, Do you mean you want to change discount of both orders to bogo discount ?

Tanya Fadeley Time: 2026-08-27 08:11

Q: Appears from other customer concerns, you have a lot of frames OOS that is delaying orders but you fail to note that on the order and let the customers know. I am going to assume since I have had no movement on my order since 8/20 that I have a frame that is currently OOS? Please update with me with the status of my order. Thanks Order# 80826120751242

A: Dear Tanya Fadeley, We are sorry to tell you that the frame#Vertex black is out of stock temporarily, so your order is delayed,we will rush order for you when they come back.

Tanya Fadeley Time: 2026-08-27 08:06

Q: I placed an order on 8/12 and it still shows processing and not movement since 8/20. Can you please check on this order for me? Thanks Order# 80826120751242

A: Dear Tanya Fadeley, We are sorry to tell you that the frame#Vertex black is out of stock temporarily, so your order is delayed,we will rush order for you when they come back.

Jean Malcom Time: 2026-08-27 07:46

Q: I received my replacement glasses and I just opened the package and they are sunglasses. I did not order sunglasses. Please let me know how to correct this and if there is any way that I can speed up delivery on the correct lenses. Thank you Jean

A: Dear Jean Malcom, We are sorry for this,concerning your case, we can offer you a $90 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.

Nathalie Sanjuan Time: 2026-08-27 06:30

Q: Hello! Recently my lenses seem to be peeling or look as if they have something going on around the edges and center. Is there anyway I can get this fixed through WhereLight. I've had these glasses for roughly 6 months now. It is starting to become an issue with my everyday wear. Thank you WhereLight team.

A: Dear Nathalie Sanjuan, 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?

kriskoala Time: 2026-08-27 05:48

Q: How do I change my password?

A: Dear kriskoala, We have emailed you new password, you can check it later.

Brwneyedgal Time: 2026-08-27 05:04

Q: RE: Order 80826131112178 I paid for shipping that was supposed to have my glasses to me in 5-9 days (I'm assuming business days). Order was placed on Aug 13th & according to the tracking number, they haven't even arrived in Canada yet. I realise there is not anything that can be done to get them to me faster at this point, so I'd prefer it if I could be refunded the amount that I paid for the faster shipping. I'd appreciate if someone could look into this and get back to me Thank you

A: Dear Brwneyedgal, We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. And the shipping time of advanced shipping is 7-14 business days. Please don\'t worry, we would like to tell you that your package is still in transit, you will receive it soon. You can check the shipping status at https://www.canadapost-postescanada.ca/track-reperage/en/details/7321315931686599

Chelsea Korka Time: 2026-08-26 15:17

Q: Hello, I was curious to know if there are any updates on my order #20826091438351. I have been checking daily and there has been no update since the 11th and I was hoping to have my order before the end of this month. I would truly appreciate any updates. Thank You Kindly, C. Korka

A: Dear Chelsea Korka, We are so sorry for the delay. We are sorry to tell you that the frame#Twin is out of stock temporarily, so your order is delayed,we will ship your order out asap when it comes back.

shawthefamily The Shaw Time: 2026-08-26 13:20

Q: DHL, the delivery company says that my parcel is delivered. I am visually impaired and can’t get a hold of them in the mandarin which ones supposed to the parcel was not delivered.

A: Dear Angela Shaw, About order#80726311014051, we have checked the tracking information and it shows that your package has been delivered to your community mailbox, parcel locker or apt./condo mailbox,Innisfail, AB Do you check the mailbox ? You can check the shipping status at https://www.canadapost-postescanada.ca/track-reperage/en/details/7321315928266537

msedmunds Time: 2026-08-26 10:11

Q: Just wanted to ask how long is the process and how long is economy shipping typically

A: Dear msedmunds, We would like to tell you that we will ship your order out next week. The shipping time is 14-18 business days.

Jon Buckley Time: 2026-08-26 09:33

Q: Why can't I buy the five dollar lenses? Why do I have to upgrade to get the glasses? Am I doing something wrong?

A: Dear Jon Buckley, We are sorry to hear that,would you please take a screenshot to show us problem in details ?

RUDELL MAYERS Time: 2026-08-26 07:38

Q: I have two pair of glasses I just recently brought and the stones fell out. I'm not sure where they went. I have been a customer for many years I Love my glasses but this time I'm so disappointed. Even some of my recent glasses before this order are falling apart. Wherelight is my go to company for all my glasses. I even tell many people from all over the world about your glasses, what's happening? I Pray your quality hasn't gone down. I really enjoy my many purchases, except for my unfortunate loss of my stones. Some I didn't know they fell out until I was told, how embarrassing while wearing them. I'll take a picture of them all and send them to you. Thank you in advance for your help. Thanks again, Rudell Mayers

A: Dear RUDELL MAYERS, 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?

Shannon Robinson Time: 2026-08-26 06:16

Q: Dear WhereLight Support, I am contact you in reference to order # 80826150926331. I am writing regarding my recent order, which I paid extra to have shipped via Express Delivery. Per your policy, express delivery states the package should arrive within 9 business days. Today is the 8th business day, and the UPS tracking status has been stuck on "Label Created" with zero movement since August 24th. Because the carrier has not scanned the package, it is impossible for the order to arrive by the 9th business day deadline tomorrow. Per your logistics delay policy, I am requesting a full refund for the extra express shipping fee I paid, as the delivery timeline was not met. Please let me know when this refund will be processed back to my original payment method. Tracking Number: 1ZG841J50319853996

A: Dear Shannon Robinson, We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. We would like to tell you that your package is in transit to the US. During this time, the tracking information of UPS will not be updated. After it arrives in the US, the tracking information will be updated by UPS soon. Please don\'t worry, you will receive it soon.

brandonengland614 Time: 2026-08-26 05:47

Q: Hi there! I see my order is still processing! Do you possibly know when these will be shipped?? Please update me with the status and latest tracking number when shipped! Also, can you somehow rush the order?? Thank you so much! These are very necessary at this time! Thanks again!

A: Dear Brandon ENGLAND, We are so sorry for the delay. We are sorry to tell you that the frame#Bblythe is out of stock temporarily, so your order is delayed,we will ship your order out next week.

Braxtonalexis8930 Time: 2026-08-26 05:37

Q: I was not able to get my prescription in my frames due to no number on the arm of the frame

A: Dear Braxtonalexis8930, Do you have photo of that frame ?

Dafrie Richmond Time: 2026-08-25 19:20

Q: Hello, I am trying to complete the after service section without luck. I can't seem to get past the describe problem area. My order number is 20826031651215. The issue is that neither pair of the glasses change in the sunlight. I ordered photochromic lenses. I would like to have the glasses made again.

A: Dear Dafrie Richmond, We are sorry to hear that,would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a photo of it ? Or would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a video of it ? Please don\'t put them in the car or put them at home. If the window of your car or window of home has UV protection film, the glasses will not change the color.

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