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Consulting Servive Center

Briscoe_janae    Time: 2026-09-23 19:54
Q: I ordered glasses in August received them the beginning of September. We haven't had them a whole month my daughter was cleaning the lenses and the glasses snapped at the bridge which is insane. Is there a Warrenty on them or something.
A: Dear Briscoe_janae, 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?
Briscoe_janae    Time: 2026-09-23 19:50
Q: Is there a warranty on frams if they break.
A: Dear Briscoe_janae, 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?
stephanie_mackley    Time: 2026-09-23 19:05
Q: Order#80926011239275, You stated #Willa 58076 purple are out of stock temporarily, but the system does not show this item as sold out. When do you expect these frames to be back in stock?
A: Dear Stephanie Mackley, We are sorry to tell you that we have checked our system and it shows that it is out of stock, we also asked our factory and they can not tell us the accurate date when it comes back. Or do you want to remove this pair from the order ?
stephanie_mackley    Time: 2026-09-23 18:50
Q: Order 80926011239275 Please provide status as all the frames seem to be in stock from my end and what u see online! Thanks, S. Mackley
A: Dear Stephanie Mackley, We are sorry to tell you that we have checked our system and it shows that it is out of stock, we also asked our factory and they can not tell us the accurate date when it comes back. Or do you want to remove this pair from the order ?
Asiris Aranda    Time: 2026-09-23 18:38
Q: Hello, the USPS tracking says insufficient address and that it was returned to sender. I have used the same address for other orders in this same websites and others and I have never had this issue before.
A: Dear Asiris Aranda, Ok, we will redeliver package to you when we receive it.
tmw8    Time: 2026-09-23 16:38
Q: I left out the apartment number in my address My address is 1001 Sylmar Ave Spc 140 Clovis, CA 93612 Also, can I add a pair of glasses to this order?
A: Dear TM White, Would you please tell us which pair you want to add to your order ?
jjerina234    Time: 2026-09-23 16:08
Q: I cannot find the status of my order. Jennifer Jerinaz
A: Dear Jennifer Jerinaz, We are sorry to hear that,would you please tell us the order number first?
Arianna Bacon    Time: 2026-09-23 14:18
Q: Hello. I have ordered from this website many many times since 2017 as you can see if you look up my orders, I have ordered so many frames that I don’t even wear them all because I have so many. A pair that has been my favorite (that I ordered in 2023) is called Isabis and I ordered them in the blue color, however I only wore them ONE TIME since I bought them, and I put them on again just now to wear a second time and they broke! I am soo very disappointed and have wasted my money, I understand it was a couple years ago, but I am wondering if there is anything you can do to make this better, I would love to order another pair for free or anything you can offer me to fix this. I will send you the photos of the glasses that cracked if you can please reply to me. Thank you so much, I spend a lot of money on glasses because I need high index lenses so I am very sad about this.
A: Dear Arianna Bacon, We are sorry to hear that,in normal, your order is exceeded the guarantee period, we can only offer you a $5 coupon. But concerning your case, we can offer you a $25 coupon and you can use the coupon to place a new order. 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.
charlene youngstrom    Time: 2026-09-23 13:43
Q: I ceant get a coupon to work
A: Dear charlene youngstrom, Would you please fill the code in the shopping cart and take a screenshot to show us the problems in details ?
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?
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