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Guenever Aldrich Time: 2026-09-23 12:51

Q: I just moved my head and the frame snapped. I've had these glasses less than a month. They are the only glasses I have with my current script. What do I do? Help!

A: Dear Guenever Aldrich, 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?

smartin0507 Time: 2026-09-23 09:17

Q: Ok I’m just confused because usps says it was delivered at 4:06 on the 21st. I obviously didn’t get it and now it says it’s at the center?

A: Dear Susan Martin, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 12:19 pm on September 23, 2026 in PHOENIX, AZ 85028. Do you check your mailbox ?

Asiris Aranda Time: 2026-09-23 07:52

Q: Hello, I have made other orders before with you with the same address and I just receive an alert from USPS that the package was returned to sender because of incomplete address after waiting around three weeks for my order. I have changed anything on the address settings, and its also the same address that I use in other companies like Amazon. I have necer before had this problem. I will be waiting for your response, Thank you Asiris

A: Dear Asiris Aranda, Ok, we will redeliver package to you when we receive it.

CHLOE BRAGA Time: 2026-09-23 06:45

Q: Thank you for your fast response. It is the progressive glasses from order #20826261215004. 'Seymour' in particular and 'Heather' is a little off, too but not as much as 'Seymour'. Also, it seems I have very little range in viewing out of 'Seymour.' I ordered the 'Super High Index 1.67 but maybe that has a smaller viewing area? My left eye is a little more blurry than my right, particularly in the distance and and in the mid-range, I cannot find a clear spot. It's all distorted and I have a teeny 1-2mm clear area, which is not how the last glasses you made me. Maybe the 'High Index Pro 1.61' lenses have better viewing area? Please advise?

A: Dear CHLOE BRAGA, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. Is this the first time you use this prescription ? 2. 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? 3. 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? 4.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 ? 5.would you please tell us whether your correct PD value is 61 ?

Angela Coleman Time: 2026-09-23 05:36

Q: I am writing with regards to order 80726141531059. I have attempted to wear the other two pairs on multiple occasions and I am unable to wear them comfortably. Both pairs cause headaches and make it difficult to see. While I understand that these are progressive lenses and different than what I’ve worn in the past, I cannot get comfortable with them as the headaches won’t stop with them. Please advise if anything can be done.

A: Dear Angela Coleman, Sorry to hear that, please don\'t worry, you can try the first replacement glasses first. After you receive the first replacement glasses, please contact us asap. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9214490323596313108867

smartin0507 Time: 2026-09-22 21:07

Q: I was emailed stating my glass you be delivered. By Tuesday Sept 22 by 9pm. I have not. What is the issue?!?

A: Dear Susan Martin, We would like to tell you that your item arrived at the USPS facility in PHOENIX AZ DISTRIBUTION CENTER on September 21, 2026 at 8:15 pm. The item is currently in transit to the destination. You will receive it soon. And would you please send us photo of the email you received to our email address: service@mail-wherelight.com ?

Sammie Rouse Time: 2026-09-22 20:39

Q: My shipping label was created on September 17th and it still only shows as created not that my glasses have shipped even though I paid extra for faster shipping.

A: Dear Sammie Rouse, 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.

shydroopy5 Time: 2026-09-22 18:45

Q: My item says delivered 9/17. I did not receive anything

A: Dear Gloria Vera, 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 next week, and will be dispatched for final delivery immediately after sorting. You will receive your orders soon.

Stacy Meyer Time: 2026-09-22 18:01

Q: What is an e line bifocal

A: Dear Stacy Meyer, E-line bifocal, also known as Executive bifocal, is a type of lined bifocal lens. It has a full horizontal line running across the entire lens. The area below the line is all for near reading vision, which gives the widest reading zone compared with flat-top bifocals. We normally make flat-top bifocals (D-seg) by default. However, for certain prescriptions, flat-top bifocals cannot be manufactured. In such cases, we will switch to E-line bifocals, subject to your prescription.

Amber Fithen Time: 2026-09-22 17:55

Q: 80926130820488is my order number My orde has been stuck on shipping label created since the 16th. Where is my items? Can I get an update bc tracking has not moved since then.

A: Dear Amber French, 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.

Amber Fithen Time: 2026-09-22 17:52

Q: My glasses have been stuck on shipping label created since the 16th and has not moved. I’d like to know when I can expect my shipment or where my shipment is

A: Dear Amber French, 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.

stacioneal14 Time: 2026-09-22 13:36

Q: My glasses have not gotten to me yet and says they are in Gary NC for over a week now

A: Dear stacioneal14, 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.

Laura Souza Time: 2026-09-22 12:51

Q: I purchased glasses for my grandaughter on sep 14. She is upset because there no updates since the 18. Just shipping label created . Can you please give me something to tell her that is new I did pay for a bit faster shipping because I know how she can get ... no ImPulse control.

A: Dear Laura Souza, 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.

Jeanette Cancel Time: 2026-09-22 10:29

Q: Saludos Mi orden se hizo el 8/31/2026 han pasado 22 días (lo que decía el shipping que demoraría ) y aún se encuentra en estado rpcoesseing Num de orden: 80826310502118 Cuál es el estatus de la misma?

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

Bailee Huffsmith Time: 2026-09-22 08:47

Q: Hi, I used PayPal to check out so the address was imported from PayPal. On PayPal, the unit number to my apartment was included but when I look at the shipping address through the wherelight website, the unit number of C10 is missing and there is only a gap. Can you please update the shipping address to reflect my unit number?

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

mrscredle2013 LaToya Time: 2026-09-22 08:38

Q: When I wear the bifocals i feel like my eyes are too close together. I also purchased single vision reading glasses but I can't see anything out of them. I do not wish to waste money.

A: Dear LaToya, About single vision lenses, would you please tell us whether you wanted single vision reading glasses ? About bifocal lenses, would you please tell us whether you feel dizzy or fuzzy when you wear this pair ?

CHLOE BRAGA Time: 2026-09-22 07:35

Q: Hello, I received my new progressives glasses a couple of weeks ago---thank you for sending them so promptly. I've been wearing them nonstop since they arrived but the mid vision is very blurry and I can't find a clear good vision spot. :( I've been getting many headaches and eye aches, too. Additionally, the left eye is a little less clear than the right eye in the distance view. Is there anything that can be done? Thank you for your help!!!!

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

Filion Cindy Time: 2026-09-22 06:24

Q: Hi, I ordered glasses from you and you sent me a link for the DHL tracking, but it hasn’t moved it doesn’t seem like it works or it’s the right link .. and also haven’t received them so I’m wondering where are they and are they still coming and when?

A: Dear Filion Cindy, We would like to tell you that your order is in transit, please don\'t worry.

Sherry Williams Mcabee Time: 2026-09-22 04:08

Q: I ordered 3 pairs. I can't see out of them. Everything is blurry from middle of lens down. 1 pair (tortoise shell) is better than the other 2. Im not sure where the problem may be. It's like the progressive part comes too far up the lens and I can't see out of them. Do I even need a progressive lens? Thank you.

A: Dear Sherry Williams Mcabee, We are sorry to hear that, please don\'t worry. We will try our best to help you. Would you please tell us order number first ?

emma6969.ks Time: 2026-09-21 22:49

Q: I want to update my address I move my new adress is 2125 s salta st santa ana ca 92704

A: Dear Karen Sanchez, We would like to tell you that we have corrected it for you and you can check the picture below.

Gregory Skinner Time: 2026-09-21 21:15

Q: Hello, We ordered glasses in the beginning of August, and my son just showed me that his left earpiece broke off right next to the area with the hinge. There's no bends or anything, just looks like the metal cracked and broke.

A: Dear Gregory Skinner, 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?

alyssahayes92 Time: 2026-09-21 21:02

Q: I ordered and received my glasses but the lens keeps falling out.

A: Dear Alyssa Hayes, 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?

Hendricks Gracie Time: 2026-09-21 19:57

Q: 80926200824003 Is the order number, I would like to cancel this order. Thank you! I only want to redo my order

A: Dear Gracie Hendricks, We can change the order for you directly, are you sure that you want to cancel the order ?

Susan Cahill Time: 2026-09-21 19:30

Q: Please confirm the status of order #20826211230276

A: Dear Susan Cahill, We are so sorry for the delay. We are sorry to tell you that the frame#Dot 59142 black_red is out of stock temporarily, so your order is delayed. Do you want to change other frame ?

Lisa Time: 2026-09-21 14:04

Q: Why are my glasses still processing after almost a month? My order should have shipped already!

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

Pascale Simpson Time: 2026-09-21 13:22

Q: Cancel order and refund immediately please. Thank you

A: Dear Pascale Simpson, Ok, we will cancel your order and will refund you money.

Liz Aviles Time: 2026-09-21 12:48

Q: Good afternoon, Am I able to return and exchange a pair of glasses that do not work for me?

A: Dear Liz Aviles, We are sorry to hear that,would you please tell us which pair is not good ?

Liz Aviles Time: 2026-09-21 12:44

Q: The prescription on one of the glasses I ordered is not good. Am I able to return and exchange?

A: Dear Liz Aviles, We are sorry to hear that,would you please tell us which pair is not good ?

msedmunds Time: 2026-09-21 09:36

Q: Please advise on how to submit the photo I would like to send them back to be fixed as soon as possible

A: Dear customer, we would like to tell you that you can send the photo to our email address: msedmunds@hotmail.com

msedmunds Time: 2026-09-21 09:36

Q: Please advise on how I can send the photographs to you although I need the entire lens redone I just want a simple bifocal small with none of the warping that's currently in the lens or the extra large bifocal strip that I currently have

A: Dear customer, we would like to tell you that you can send the photo to our email address: msedmunds@hotmail.com

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