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Trinity Villanueva Time: 2025-09-26 14:12

Q: I want to cancel my order as I put the wrong prescription.

A: Dear Trinity Villanueva, We can change the prescription for you directly, are you sure that you want to cancel the order ?

mollicapatti Time: 2025-09-26 12:49

Q: i just placed an order and I want to have the fastest possible delivery date - how do I add the extra payment for fastest delivery?

A: Dear Patti Mollica, We are sorry to tell you that we don\'t have reorder function, you need to add the glasses to shopping bag again. About your new order, would you please tell us the order number ?

Diana Weaver Time: 2025-09-26 12:48

Q: Hi, is there now a tariffs fee when your glasses are delivered. Thank you.

A: Dear Diana Weaver, Would you please tell us where you are located ?

Jenny Youker Time: 2025-09-26 12:25

Q: Hi, I just wanted to message you because I would love to order glasses from your store soon. I got my prescription recently and my PD is 58.50, but I don't see that as an option when putting in the prescription detaisl. Thank you!

A: Dear Jenny Youker, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses. But you can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=58

mollicapatti Time: 2025-09-26 12:12

Q: I LOST MY GLASSES - HOW DO I RE-ORDER THE SAME FRAMES AND SUBCRIPTION AS LAST TIME?

A: Dear Patti Mollica, We are sorry to tell you that we don\'t have reorder function, you need to add the glasses to shopping bag again. About your new order, would you please tell us the order number ?

Robin C Plevener Time: 2025-09-26 11:45

Q: I received one pair of the Two I ordered. They are the wrong color. I ordered pink. They are green in a white frame. Completely NOT what I ordered. Now what?

A: Dear Robin Plevener, 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?

Kayla Voytek Time: 2025-09-26 11:25

Q: Hello! I love my glasses! But they already broke and I’ve only had them around a month or so :( what are your return/ replacement policies?

A: Dear Kayla Voytek, 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?

Varfolomeyev M Time: 2025-09-26 09:24

Q: Is return shipping free? If not, how much is the return shipping cost?

A: Dear Varfolomeyev M, Would you please tell us the order number and reason why you want to return first ?

rodgers.raven93 Time: 2025-09-26 08:38

Q: Can I have an update on my package please. It has not moved or been picked up yet. When will I get it?!

A: Dear customer, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

CHIDI NJOKU Time: 2025-09-26 08:36

Q: I wish to return one of the glasses I recently purchased. How do I complete the return?

A: Dear CHIDI NJOKU, We are sorry to hear that, would you please tell us which pair you want to return and the reason why you want to return first ?

Janie Edwards Time: 2025-09-26 07:14

Q: The last TWO pair of glasses I purchased are too tight!! Both pair recently purchased has broken....BOTH the black and blue pair. The blue pair has been purchased TWICE to have the SAME thing break and both had to be thrown out because the arm off the frame breaks. $150 for 3 pair of glasses is too much to pay for these glasses to break weeks after purchase. I AM REQUESTING BOTH PAIR (BLACK & BLUE) OF GLASSES TO BE RE-SENT. AND PLEASE reframe from making them too tight. Thank you in advance.

A: Dear Janie Edwards, 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?

Sonja Strickland Time: 2025-09-26 06:04

Q: I place an order on July 16, 2025, it's September 26, 2025 and one of the arm fell off a pair of my glasses. Order number #20725160740592, Product: clip on 004(2351D). Can I have these replaced?

A: Dear Sonja Strickland, 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?

landagonrio Time: 2025-09-25 21:51

Q: I placed an order for glasses. The charge is on my credit card but I 'm yet to receive my glasses. Please send me the status on my order.

A: Dear Diane Gonzales, We\'ve checked the tracking information and it shows that your item was delivered in or at the mailbox at 12:28 pm on September 15, 2025 in RIO RANCHO, NM 87124. Do you check your mailbox ?

Mireya Colon Time: 2025-09-25 17:22

Q: Saludos. No me dejan ver mi wishlist. No puedo pedir nk guno de los que guarde. No me da acceso ni en mi celular, ni tampoco en la computadora. Greetings. I can't see my wishlist. I can't order any of the ones I saved. I can't access it on my phone or computer. Help.

A: Dear Mireya, Could you open it on your Google chrome ?

Scott K Time: 2025-09-25 11:51

Q: Hello, I am reaching out regarding order #20825230904156. I have tried submitting using the After-Sale Service Centre but it wont allow me to submit a request using the following parameters: #20825230904156 Reason: Quality Issues. Two uploaded photos, problem description Solution: Replace with new frames. I tried using Firefox, Chrome, Microsoft Chrome and my cellular phone browser. It wont complete the request. It did let me choose another option and I was able to submit a request #10922 that wasn't filled correctly and now I cant submit another as that request is pending in the system. The issue with the glasses is the follow: Received order on Sept 22, 2025. Was satisfied until today when the frame snapped and the lens popped out. Think the frame is a bit too thin for lens thickness. would like remade with TALLY's in black if possible

A: Dear Scott K, We are sorry to hear that, would you please send us photo to our email address: service@mail-wherelight.com ?

Ebony Eggleston Time: 2025-09-25 09:25

Q: Hello, I recently purchased some glasses, order# 80925191843570, the address is correct but somehow the zipcode isn’t so I just want to make sure you have the correct information. 3654 Dunbar Ave, Apt B1, Grand Rapids, Michigan 49509 Please be sure to update, thank you very much-Ebony Eggleston

A: Dear Ebony Eggleston, We would like to tell you that we have corrected it for you .

Juliet Sterling Time: 2025-09-25 06:34

Q: Thank you for sending my glasses. I finally received both glasses yesterday in St Lucia. The glasses were delivered to USA, then forwarded on to me in St Lucia. Unfortunately, since yesterday, I have been wearing the Taber (68011) Black Multifocal Lens×US $125.95, which is making me very dizzy. I also find that it is a big too big and slides off my face. Even when it is in the correct position on my face, it still makes me dizzy. I am using the Xaria (21190)Blue Multifocal Lens ×1 US $127.95 to type this message. I must say that I love the look of both glasses. But as stated before, the Taber glasses, is too big and is making me very dizzy. What can you do to help me? It takes such a long time from placing my order to receiving the order.

A: Dear Juliet Sterling, Please don\'t worry, we will help you. In order to find the cause, would you please answer us some questions? 1. And would you please tell us when your eyes focus on the distance range of the lense and look far away, whether you feel dizzy? 2. And would you please tell us when your eyes focus on the near range of the lenses and reading, whether feel dizzy? 3.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 you are comfortable with them ? 4.Would you please wear the good eyeglasses and take a photo of them ? 5.And would you please wear the uncomfortable eyeglasses and take a photo of them ?

Melissa Rozetar Time: 2025-09-25 06:27

Q: I don't understand can you please explain why some frames that I want to buy and I add my prescription then it tells me that my pd is too small. What does that mean. I love some of these big frames but my pd is too small.

A: Dear Melissa Rozetar, We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses.

Mireya Colon Time: 2025-09-25 02:56

Q: Good morningI Ca not access my wishlist HElp!! Y toch but the app sent me to de main page. Same in my computer

A: Dear Mireya, Could you open it on your Google chrome ?

Caitlyn Bethke Time: 2025-09-24 22:42

Q: Hi, I'm just wondering how the points work. I have a coupon for BOGO50 but some glasses I like are also in the points mall. Can I use the points mall and bogo at the same time? Can I redeem more points for an entire pair of glasses? Thanks

A: Dear Caitlyn Bethke, If the price of glasses(frame+ lenses) is over $15, then the glasses in points mall can be applied to BOGO50 discount.

aurora.n.keeler Time: 2025-09-24 20:30

Q: Hello I just received my order 20925041242362. All the glasses are there and they look great and the prescription is good. The problem is that the Maggie glasses do not have purple photochromic lenses. They only have regular single vision lenses. :?'?( What can be done about this? Thank you so much!!

A: Dear Aurora Keeler, We are sorry to hear that,would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a photo of it ? Or would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a video of it ? Please don\'t put them in the car or put them at home. If the window of your car or window of home has UV protection film, the glasses will not change the color.

Heather thomas Time: 2025-09-24 19:22

Q: My rx is uncomfortable my add power is too high.+2.50. I have consulted my dr and he has changed it to a +2.00. My seg heights on my progressives are too high by 3-4 mm. I purchased 3 pairs and can only somewhat see out of one, the other are too wide and don't stay up. Can I do an exchange remake? Order #80935100448116

A: Dear Heather Thomas, We are sorry to hear that, but do you mean correct PD value is 2.00, not 2.50 you filled in the order ?

Victoria Wallace Time: 2025-09-24 16:45

Q: Ordered 2 prescription glasses shipped out on the 19th of September. Today is the 24th. I don’t have any tracking information on these.can you help?

A: Dear Victoria Wallace, We\'ve checked the tracking information and it shows that your item was delivered in or at the mailbox at 9:44 am on September 11, 2025 in AMITYVILLE, NY 11701. Do you check your mailbox ? You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541003668240

sarahcowin8 Time: 2025-09-24 15:22

Q: I just order some glasses from your site, and the prescription was off so I thought. I went off where I normal got my glasses but I just found my original prescription and I was wrong I had the wrong numbers in . I can return the glasses and send in my correct prescription

A: Dear Sarah Livingston, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, would you please take a photo of correct original prescription with PD and attach it in the email so that we can check it for you first?

Talasya mastin Time: 2025-09-24 12:41

Q: Hello,I hope you're all well. I just placed an order and forgot to change my address to my new residence can it be cancelled or the address changed?? Order number 80925241234097 Name Talasya Mastin It's going to 30446 orange drive apt 2 in Leesburg fl But my new address is 21498 Gladis Ave, Pt Charlotte, FL 33952

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

Sonya Vernon Time: 2025-09-24 11:43

Q: The two frames that I just received were supposed to have color tint and neither of them have it. I’ve been in the sun and it isn’t changing. Do I need to send them back to be corrected?

A: Dear Sonya Vernon, We are sorry to hear that,would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a photo of it ? Or would you please put the eyeglasses on white paper in the sunlight directly at least 5 minutes and take a video of it ? Please don\'t put them in the car or put them at home. If the window of your car or window of home has UV protection film, the glasses will not change the color.

Juliane Rybicki Time: 2025-09-24 11:05

Q: The pair of glasses called Tania in the order that is beyond processed somehow had the incorrect prescription. The correct prescription is account under 2025. I need that changed please. Otherwise I'll return them. You can see that I've not ever ordered that prescription so I'm not sure how it happened.

A: Dear Juliane C Rybicki, Sorry, do you mean that you want progressive lenses for Tania glasses ?

Mireya Time: 2025-09-24 10:34

Q: Porque el modelo Paisleigh No me deja poner pupilar de 59?

A: Dear Mireya,We are sorry for this, if you can not fill your PD value, we suggest you to choose other smaller frame. Because we can not process this frame with your PD. Every set of prescription lenses has an “optical center”, which should align with where you look through the lens. Pupillary distance is used to determine this and should be as accurate as possible. If you fill the incorrect PD , you will feel dizzy or fuzzy when you wear the glasses.

Christina Lester Time: 2025-09-24 10:33

Q: Hi I placed an order last night but didn’t have an account at the time here is my order number 80925231804267. When I go to the website it shows I don’t have an order at all

A: Dear Christina Lester, We would like to tell you that your correct email account is greatestmamaw.5@yahoo.com , not greastestmamaw.5@yahoo.com

gencat93 Time: 2025-09-24 10:11

Q: I need to change the shipping address on my order

A: Dear Geneva Davis, Would you please tell us your correct address so that we can correct it for you ?

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