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Christopher Bryant Time: 2026-01-15 14:42

Q: Hello I received my order and one pair of the glasses are broken 1ZG841J50330957737 this was my tracking number let me know if you need more information please and thank you

A: Dear Christopher Bryant, 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?

lazymeliorist Time: 2026-01-15 12:23

Q: What can you do to help with the fact that all the pearls fell off my glasses within a month of owning them. Im upset.

A: Dear Sophia Phillips, 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?

myshelasia Time: 2026-01-15 11:14

Q: In my cart i have the 2 glasses i want to exchange them for if you gave me 1 coupon each for a total of 2 coupons i would still have to come out of pocket like $50. You need to state that whhen ordering your companys statement is false about "dont worry if your not satisfied"

A: Dear customer, Would you please take a screenshot of your shopping cart ?

myshelasia Time: 2026-01-15 11:06

Q: can i get one for each of the glasses?

A: Dear customer, Would you please take a screenshot of your shopping cart ?

Jessika Warren Time: 2026-01-15 10:58

Q: Please someone call me ASAP I just made an order and I need to change the delivery address.

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

Jessika Warren Time: 2026-01-15 10:49

Q: I just placed an order and want to change the shipping address

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

Lee S Time: 2026-01-15 08:09

Q: Hi! I reviewed and took photos of maybe 6 pairs of glasses. I don't see the points in my profile. Dud you get them but not yet put the points on my account?

A: Dear Lee S, Please don\'t worry, these points will be added in your account soon.

Kendra Time: 2026-01-15 07:38

Q: I have a small PD. It’s 55 (for one) or it’s just 27.5 (this if for two). I love y’all’s glasses but can’t seem to ever find the right PD. Can y’all help?

A: Dear Kendra, We would like to tell you that you can check these frames: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=55

Jennifer Johnson Ganyo Time: 2026-01-14 22:01

Q: A pair of glasses I ordered on December 16th has broken! I was careful; these were not dropped or mishandled. Please advise.

A: Dear Jennifer Johnson Ganyo, 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?

noebelmorales Time: 2026-01-14 19:32

Q: Hello there, my glasses got scratched pretty bad. How can we get them fixed?

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?

Joda Grimes Time: 2026-01-14 14:33

Q: I just received my order in the mail. The lenses are perfect, but the frames are loose like they're used and have been worn before. They were smashed in the box they were shipped in both pair.

A: Dear Joda Grimes, 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 Rivera Time: 2026-01-14 13:15

Q: My order 81225270707443 was not received

A: Dear Rivera Stephanie, We have checked the tracking information and it shows that your item was delivered in or at the mailbox at 2:04 pm on January 12, 2026 in BROOKLYN, NY 11208. Do you check your mailbox ?

Hopkins Lena Time: 2026-01-14 10:41

Q: Replying to the message. I see that my order has shipped. My question would be if the shipping label labeled was created on 1/7/2026 at 3:10 am, and I paid for expressed shipping. Why did UPS receive it my package on the 1/12/26 if it’s supposed to be express shipping? And why am and I receiving my order on Friday when it should’ve been sooner from the day the label was created? It’s the same as regular shipping. Looking at my other purchases it’s basically the same days as regular shipping than express shipping. The purpose of paying for express shipping was to receive my order sooner. This doesn’t seem to match what I paid for when it comes to express shipping.

A: Dear Hopkins Lena,Thank you for your message. We sincerely apologize for the confusion and delay regarding your express shipping. To avoid high U.S. tariffs, our UPS Express orders are now first shipped in bulk from China to our U.S. warehouse. The tracking number you received is for the final domestic UPS delivery after it arrives in the U.S., which is why there was a gap between the label creation and the first scan. We understand this makes the timeline appear slower than expected and does not fully reflect the express service you paid for. We are actively working to improve this process. We appreciate your patience and understanding.

Camila Restrepo Time: 2026-01-14 10:15

Q: The glasses make me dizzy

A: Dear Camila Restrepo, We are sorry to hear that,would you please tell us whether you wore 1.67 index lenses before ?

miramorenalehua Time: 2026-01-14 09:52

Q: Hello I had 400 points from my last purchase and they are gone.

A: Dear customer, We would like to tell you that we have returned points to your account.

Settle-Lee D Time: 2026-01-14 09:51

Q: My glasses arrived but one pair I am unable to focus in the right eye it is completely burry is there a way to get a new pair that are correct? The other pair is a perfect.

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

miramorenalehua Time: 2026-01-14 09:47

Q: I had over 400 points and went to points mall to use them and they are gone

A: Dear customer, We would like to tell you that we have returned points to your account.

Alexandrea Chadwick Time: 2026-01-14 08:46

Q: Order#80126061933570 Could you please let me know why my basic lense order that I paid extra for fast shipping has been sitting in the same place finished for 6 days now?

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

Angela Greene Time: 2026-01-14 06:22

Q: What is the update and estimated time of delivery for the order placed on January 3, 2026?

A: Dear Angela Greene, We would like to tell you that your order is expected to be shipped out this week.

Michelle Time: 2026-01-14 04:56

Q: Average delivery time

A: Dear Michelle, About production time and shipping time, you can check here: https://www.wherelight.com/helping/faq And the shipping time exclude the production time.

tnewton509 Time: 2026-01-13 18:54

Q: Greetings. Is there any kind of warranty for the frames??

A: Dear customer, We would like to tell you that you can check our return policy here:https://www.wherelight.com/helping/faq

Julie Duran Time: 2026-01-13 18:46

Q: Do you take insurance? If not, do you give me all the information I would need to get reimbursement for my glasses?Thanks

A: Dear Julie Duran, You can try to use your insurance card to pay the order first. If it works, it means that you can use your insurance card on our website.

Alaias Perkins Time: 2026-01-13 18:12

Q: I cannot find a coupon code no where! What date was it sent for I can’t see it!?

A: Dear Alaias Perkins, We would like to tell you that we sent code to your email address: alaias.perkins@yahoo.com

missdizzys Time: 2026-01-13 18:10

Q: I don’t think the BOGO went through on my last order.

A: Dear customer, We would like to tell you that the bogo discount were applied to your orders successfully.

Sarah Iglesias Time: 2026-01-13 17:16

Q: Hi!! Do you guys still carry mirror lenses? They are the only ones I can use for the sun!!!

A: Dear Sarah Iglesias,We are sorry to tell you that we can not sell Mirror Lenses affacted by China\'s export control. So you can not choose that now. Sorry for this.

dara duke Time: 2026-01-13 15:10

Q: Order 20126011035558 How do I get a refund because I don't like the way it looks on me

A: Dear Dara Duke, 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?

dara duke Time: 2026-01-13 15:08

Q: 20126011035558

A: Dear Dara Duke, 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?

Alexys Garcia Time: 2026-01-13 14:17

Q: Order went back to Wherelight due to address

A: Dear Alexys Garcia, Please don\'t worry, would you please double check the address you filled below ? Is it correct ? 4798 Farm to Market Road 2986 224,Gregory,TX,78359,US

Phyllis Brown Time: 2026-01-13 11:43

Q: Ordering error! U can process the correct order and refund me the difference. Would u expedite please? Confirm my new address and refund my difference. We have gone back and forth with this.Please if u can't please refund me this week

A: Dear Phyllis Brown, Would you please tell us whether you want a pair of glasses#Candice 6194 in tortoiseshell and a pair of glasses#Candice 6194 in black ?

Angie Y Time: 2026-01-13 11:04

Q: I tried to get the BOGO, but it didn't work. Please provide some assistance in processing the order. Thanks.

A: Dear Angie, We are sorry to hear that, would you please fill the code in the shopping cart and take a screenshot of your shopping cart to show us problem in details ?

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