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breann.corley Time: 2026-02-23 17:04

Q: I ordered the wrong prescription. How do I fix

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

Edith Rodriguez Time: 2026-02-23 16:23

Q: Could we mail in frames and have them made?

A: Dear Edith Rodriguez, We are sorry to tell you that we don\'t offer that service.

Michelle Morrow Time: 2026-02-23 15:27

Q: Hello there, in my last order, 80126231401054, I had purchased the frame Nidia with prescription lenses + polarized. Though they fit physically, the foil star + clear acrylic causes light refraction in both lenses along the bottom ? of the lense. This obscures the vision on both sides, in both indirect/ direct sunlight, making it unusable. I would like to exchange them if possible. Thank you for your time, -Michelle.

A: Dear Michelle Morrow, 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?

Karen Time: 2026-02-23 14:07

Q: when I select a frame that says it's a Large frame; is it also available in a Small frame?

A: Dear Karen, Would you please tell us which frame you want ?

Eva Greco Time: 2026-02-23 13:56

Q: I paid for advanced shipping and I’m not sure exactly when my glasses will get here. Can I get an update on this? It’s still showing that it’s processing.

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

missdizzys Time: 2026-02-23 13:49

Q: I got a pair of driving glasses. I wanted them tinted but I must have made a mistake and didn’t check the right box. Can I exchange them?

A: Dear customer, 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 $70 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 and other promo code can not be used in one order at the same time.

kai Time: 2026-02-23 12:18

Q: Are there any updates on my order? I am still without my glasses

A: Dear kai, Sorry, would you please tell us order number first ?

Anita Mohr Time: 2026-02-23 11:21

Q: Hello..I need your NPI or Tax Identification Number and mailing address to submit to my insurance company for reimbursement. Thank you!

A: Dear Anita Mohr, We would like to tell you that we have emailed you it.

biancaferrante Time: 2026-02-23 06:46

Q: Hi there, can I have an update on my order please? One of the glasses has been processing for a week now. Thank yoy

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

Donna Moyer Time: 2026-02-23 06:13

Q: I have ordered several pairs of glasses from you. Now, I want to order another pair but when I tried to sign in, it says my password (that I have used several times) is no good. My saved Rx isnt in there either. Can you tell me what is going on?

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

n.ponjee Time: 2026-02-23 06:12

Q: I used points to redeem frames but I couldn't order them because of the pupil distance.Now the points are gone and I cannot order any of the frames I chose

A: Dear customer, Ok, we will return points to you.

Brittony Stanley Time: 2026-02-23 05:50

Q: Just checking the order Order# 20226091346231, I paid for the expedited shipping and it is not showing that it has even been shipped yet. I placed the order on Feb 9th, it looks like they started on it on the 10th, and there is no more information on it. Can you please let me know what is going on with my order, I was expecting to have it by this past weekend, which is why I paid for the rushed shipping.

A: Dear Brittony Stanley, We would like to tell you that we will ship your order out next week.

Hayley Fitzjohn Time: 2026-02-23 05:03

Q: Hi, I’m just wondering if there’s a ‘refer a friend’ thing? My friend is looking to buy a couple of pairs and has asked about specific frames I’ve ordered from yourself previously. Thankyou

A: Dear Hayley Fitzjohn, We are sorry to tell you that we don\'t have that program now.

mljsk5 Time: 2026-02-22 12:01

Q: I received my order, and the computer distance glasses, Alayne Purple, the right arm piece us broken. It wiggles around in the setting. Its just a matter of time before that breaks off. I need to have this fixed or redone. I gave photos and video. LynDel Long

A: Dear customer, 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?

maribelnoel83 Time: 2026-02-22 07:59

Q: Why can’t I place an order. It doesn’t give me the button to cash out

A: Dear Maribel Maldonado, Would you please take a screenshot to show us the problems ?

Tracy Donovan Time: 2026-02-22 05:19

Q: My FSA card will not go through. Can you tell me why?

A: Dear Tracy Donovan, We are sorry to hear that,we asked our payment platform and they said that they don\'t support your FSA card.

Batts III Robert Time: 2026-02-22 01:36

Q: Greetings, My new choice of frames is “Frame: Scholar, Color: grey, Size~ medium.” Thanks Robert Batts III

A: Dear customer, We are sorry to tell you that Scholar grey is out of stock, would you please choose other frame ? But we have it in color black or black_grey, do you want one of color ?

Michelle Bohnen Time: 2026-02-21 21:12

Q: The "heart simple eyeglasses" frames listed as "purple" are showing the pink frames in the photo, and vice versa... if I buy the one labeled pink will I recieve the purple ones in the photo, or the pink set?

A: Dear Michelle Bohnen, Would you please tell us the name of that frame ?

Stephanie maes Time: 2026-02-21 18:44

Q: I received a message saying that my package was not delivered, and returned back to you guys? My order # is Order #20226021446006. Can you let me know what happened, and if im getting my glasses, or should i just get a refund? My address is 2733 N. Sutter St Stockton, CA 95204

A: Dear customer, We have checked your order and we are sorry to tell you that you filled incorrect zip code in the order, so your package is returned. We have corrected zip code in your order and we will redeliver package to you when we receive it.

Stephanie maes Time: 2026-02-21 18:41

Q: I received a message saying my package was returned? I never got it at all. My order # is 9200190385106201667183 Please send me information on what happened, and if needed send me either my glasses, or my money back? Thanks Stephanie maes

A: Dear customer, We have checked your order and we are sorry to tell you that you filled incorrect zip code in the order, so your package is returned. We have corrected zip code in your order and we will redeliver package to you when we receive it.

Pearl Jay Time: 2026-02-21 17:27

Q: Hello, I received my order last night and my husband and I are satisfied with the fit and style of all the frames. However one of my frames has a rough spot (bump) on the nose piece that is bothersome when worn. I want to file down with tooI but afraid to damage it. I can send photos but there is no option to attach here. Order # 80126261947026. Art.No X2034 - Ashley. Please advise. Thank you, Pearl Jay.

A: Dear Pearl Jay, 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?

Nicole Lowery Time: 2026-02-21 16:42

Q: I entered the Bogo code, but I don’t see any thing taken off my price? I entered the code. The price dropped down and I placed my order and was charged full price. My price was closer to $50 when I entered the code.

A: Dear Nicole Lowery, Please don\'t worry, we will apply discount to your order and will refund you price difference. But our accountant is currently on leave due to the Chinese New Year holiday, so we are unable to process the refund immediately. However, we will arrange the refund for you as soon as possible once they return. We appreciate your understanding and wish you a wonderful day.

Luticha Doucette Time: 2026-02-21 15:59

Q: the pink adams glasses i purchased in july, Order# 20725110615425, have a crack in the frame. i use a glasses chain and a case at night so i am unsure as to why these broke.

A: Dear Luticha Doucette, 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?

dawnviolet37 Time: 2026-02-21 12:04

Q: 80226100710508 I ordered my glasses on feb 10th . They should have been shipped already and I haven’t received any updates since Feb 11th. Where are they ? I ordered 4 pairs.

A: Dear customer, Please don\'t worry, we will ship your order out next week

dawnviolet37 Time: 2026-02-21 12:00

Q: I haven’t received an update about my glasses since 2-11-2026 . Where are my glasses they should have shipped out already it’s been a month !

A: Dear customer, Please don\'t worry, we will ship your order out next week

smariet88 Sable Time: 2026-02-21 11:15

Q: Having trouble with my Fsa. The site won’t take my visa/Fsa which is fine I’ll just submit a claim, but I need a physical address to do so. is this something you can help me with? Surprised it wasn’t in the FAQ.

A: Dear Sable Torres, Our factory is located in China, is that ok ?

Maritza Rodriguez Time: 2026-02-21 11:14

Q: Hello Wherelight, I just submitted an order for new eyeglasses, I was comparing it with my past order and on the new order it never asked me to include an "ADD" in my prescription that it is already saved. It's possible to update my order and include an "ADD" of 2.50 in both eyes to my new order? Or the order needs to be cancel and make it again? Thank you in advance.

A: Dear Maritza Rodriguez, Sorry, do you mean that you want progressive lenses ? 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?

Jascy Hamilton Brown Time: 2026-02-21 09:26

Q: I would like status of my order 80226101702544. It’s been 11 days of processing, that seems a little long.

A: Dear Jascy Hamilton Brown, We have checked it for you and would like to tell you that your order is still being processed now but we have rushed it for you, we will ship the glasses out next week. When it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.

Mignaliz Sandino Time: 2026-02-21 06:49

Q: Hello, I am contacting you to request an update regarding my order. It has been showing “processing” for some time, and I would appreciate any information about its current status. Thank you.

A: Dear Mignaliz Sandino, We have checked your order and we would like to tell you that we will ship your order out next week. When it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.

Linda Saldana Time: 2026-02-21 05:44

Q: 80226090857128 order was February 9. Still processing? When will it get shipped? Taking too long.

A: Dear Linda Saldana, We have checked it for you and would like to tell you that your order is still being processed now but we have rushed it for you, we will ship the glasses to you next week. When it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.

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