Consulting Servive Center

A: Dear Miele Sutter, We completely understand how frustrating this is, and we want to do everything we can to figure out exactly what\'s going on. To help our optician team accurately diagnose the issue, could you first let us know if you have a previous pair of glasses made with this exact same prescription?

A: Dear Myra Wilson, Would you please tell us which tint you want to add ?

A: Dear Carol Schmick, 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 $55 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.

A: Dear Sheila Ross, We sincerely apologize for the frustration and inconvenience this has caused you. Regarding your order #20826310012008, we do not have a direct upload link for your prescription. you can attach a clear photo of your original prescription (including PD measurement) directly in the email and send it to our email address: service@mail-wherelight.com . Our optical team needs to review it first to check the progressive lens parameters. Once we receive and verify your prescription, we will assess your case and discuss the return solution with you promptly. Please send over the prescription at your earliest convenience.

A: Dear Shauna Ingram, We would like to tell you that we have emailed you the receipts.

A: Dear TM White, Ok, we will ship your original order out today.

A: Dear Nydia Reyes Alvarado, We would like to tell you that your item arrived at the GREENSBORO NC DISTRIBUTION CENTER origin facility on October 14, 2026 at 10:57 pm. The item is currently in transit to the destination. You will receive it soon.

A: Dear Holiday Debra, We need to confirm the prescription with you since your cyl values are all positive . Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

A: Dear Opal S Watson, 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?

A: Dear Alena Joli, Due to the unique geometry and physical structure of certain frames, there are natural limitations on which prescriptions they can fit. These restrictions come from the frame’s design itself, so these styles will not be adjusted to support every possible prescription going forward.

A: Dear Aubrey Mishler, 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?

A: Dear Denise Minor, We are sorry to hear that,would you please tell us which pair has problems ?

A: Dear customer, About the price difference, we have refunded you before we shipped your order out. Would you please take a photo of all the things you received from us ?

A: Dear Ck, We would like to tell you that we will ship your order out this week.

A: Dear Helen Keller, We are sorry to hear that,would you please tell us whether you have worn progressive lenses before ?

A: Dear Lillian, We have reset the password for you and have emailed you new password.

A: Dear Ms. Latrece, Would you please tell us the order number first ?

A: Dear Marcus Jacqueline, 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?

A: Dear Sharita Holman, 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?

A: Dear Raven Kotlarsky, 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 $65 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.

A: Dear Sharita Holman, 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?

A: Dear Elizabeth Loney, We are sorry to hear that,would you please tell us the reason why you want to cancel your order ?

A: Dear customer, We can ship the glasses#clip on 003 to you and remove the glasses#Fannie 6857 from your order. We will refund you price difference $10.48, would you please tell us whether you can accept it ?

A: Dear customer, We can ship the glasses#clip on 003 to you and remove the glasses#Fannie 6857 from your order. We will refund you price difference $10.48, would you please tell us whether you can accept it ?

A: Dear Tara Warren, We would like to tell you that progressive lenses don\'t have line.

A: Dear fabiola Hierro, First, we want to extend our sincerest apologies for the frustration, confusion, and distrust this lack of visible tracking activity has caused you. We fully recognize how misleading it appears to see only a shipping label created with no carrier scan, and we take full responsibility for failing to clearly explain our cross-border shipping process to you upfront. Here is a clear breakdown of how our shipping works: All orders are first consolidated into bulk freight shipments and sent via UPS from our warehouse in China to our dedicated U.S. transit hub. Before this bulk shipment departs China, we pre-generate individual last-mile shipping labels for every order — these labels are for final delivery via USPS, GoFo, or UPS. This is exactly why the tracking currently shows only \"label created\" on the carrier’s website. The tracking number we shared with you only covers the final leg of delivery: from our U.S. transit hub straight to your address. It will not reflect any new scan records until the bulk shipment arrives at our U.S. hub, is unpacked, sorted, and formally handed over to the local delivery carrier. We do not provide tracking information for the initial bulk freight segment from China to the U.S. hub, which is why your tracking has shown no movement up to this point. Rest assured your order is already in transit and on its way to the U.S. hub. The bulk shipment is expected to arrive at the hub within this week, and will be dispatched for final delivery immediately after sorting. Under normal conditions, you can expect to receive your package sometime next week.

A: Dear fabiola Hierro, First, we want to extend our sincerest apologies for the frustration, confusion, and distrust this lack of visible tracking activity has caused you. We fully recognize how misleading it appears to see only a shipping label created with no carrier scan, and we take full responsibility for failing to clearly explain our cross-border shipping process to you upfront. Here is a clear breakdown of how our shipping works: All orders are first consolidated into bulk freight shipments and sent via UPS from our warehouse in China to our dedicated U.S. transit hub. Before this bulk shipment departs China, we pre-generate individual last-mile shipping labels for every order — these labels are for final delivery via USPS, GoFo, or UPS. This is exactly why the tracking currently shows only \"label created\" on the carrier’s website. The tracking number we shared with you only covers the final leg of delivery: from our U.S. transit hub straight to your address. It will not reflect any new scan records until the bulk shipment arrives at our U.S. hub, is unpacked, sorted, and formally handed over to the local delivery carrier. We do not provide tracking information for the initial bulk freight segment from China to the U.S. hub, which is why your tracking has shown no movement up to this point. Rest assured your order is already in transit and on its way to the U.S. hub. The bulk shipment is expected to arrive at the hub within this week, and will be dispatched for final delivery immediately after sorting. Under normal conditions, you can expect to receive your package sometime next week.

A: Dear Anne Palmer, We are sorry to tell you that the frame#Gold H81005 floral_f is out of stock temporarily, so your order is delayed. Do you want us to ship other completed glasses out first ?

A: Dear Erin Campbell, We would like to tell you that we have shipped your order out. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596317992202

A: Dear Jenny Shoemaker, We are sorry to tell you that we don\'t make polycarbonate lenses. The lenses we provide are made of resin.