Consulting Servive Center

A: Dear customer, sorry for this.

A: Dear John Willman, Ok,we have corrected zip code and will redeliver package to you.

A: Dear carminmccann, Sorry, we don\'t charge you money for replacement glasses, would you please take a screenshot of extra payment ?

A: Dear Thorne Shirley, Would you please tell us the coupon code first ?

A: Dear Rylee Pinto, We are sorry to hear that,would you please double check the address below ? Is it correct ? 2768 Joanna Terrace,Nanaimo,BC,V9T 3X1,CA

A: Dear Crystal Ramirez, We sincerely apologize for the inconvenience and confusion caused by the reading glasses in your order #80726072130050. To clarify our standard production policy: our manufacturing team fabricates all lenses strictly based on the exact prescription values and pupillary distance (PD) you submit at checkout. We do not automatically convert the prescription or adjust the PD based on the lens type (distance, reading, or progressive) you select. Prescription Conversion Explanation The prescription you provided is a progressive prescription, which contains both a base distance power and a near ADD (addition) value of +1.25. In standard optical practice, to manufacture proper single-vision reading glasses, the ADD value must be added to the distance sphere power to calculate the complete near-vision prescription. Since we produced your reading lenses exactly to the submitted base distance prescription without this conversion, the lenses only carry distance vision power — this is why they perform the same as your distance glasses when worn. For your reference, the correctly converted prescription for single-vision reading glasses is: Right Eye (OD): SPH +1.25, CYL -1.25, Axis 80 Left Eye (OS): SPH +1.25, CYL -0.75, Axis 67 PD Conversion Explanation The same logic applies to pupillary distance. The PD you submitted (30.5mm per eye, 61mm total) is a distance PD, calibrated for far-distance viewing. When your eyes focus on close-up objects like reading material, they naturally converge inward. For the clearest and most comfortable near vision, lenses should be aligned to a dedicated near PD, which is typically 3mm narrower in total than the distance PD. As we use your submitted distance PD directly without automatic adjustment for reading lenses, this also contributes to the suboptimal experience with your reading pair. For reference, the standard near PD matching your reading prescription would be approximately 58mm total (29mm per eye). To make up for the confusion and inconvenience this has caused, we would like to offer you a $50 store coupon as a gesture of goodwill. Would this be an acceptable resolution for you? Please note that this coupon cannot be used together with other promo codes on the same order. We apologize again for this misunderstanding. Please let us know your thoughts, and we will follow up with you promptly.

A: Dear lasheema clark, Do you mean that you want single vision reading glasses ?

A: Dear Nolanaley, We would like to tell you that we will ship them out next week. We are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this.

A: Dear Lydia, 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.

A: Dear Meg, Yes, we can ship to Canada.

A: Dear Maria Justin, 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?

A: Dear Ruth Velazquez, We have reconfirmed your PD and the selected Veloria frame with our processing technicians. The Veloria is also too big. Sorry,would you please choose other smaller frame ? Please be advised that the minimum pupillary distance (PD) values indicated on our website may not be fully precise. We recommend you only select frames with a listed minimum PD of no greater than 52.

A: Dear myra butler, 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.

A: Dear peggykrmom12, We would like to tell you that your package has arrives in the US. And the tracking information will be updated this week.

A: Dear Beverley, 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.

A: Dear Laura Hufnagle, 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 the correct original prescription with PD and attach it in the email so that we can check it for you first?

A: Dear Chelsy Jacobus, We notice that correct PD is 61 , the frame#Netis 185031 tortoiseshell color, the frame#Marianne 9190 tortoiseshell and the frame#Tamra 5580 gold can\'t make PD 61 The PD is very important to your vision. We need to make the lenses according to your PD. Could you please choose three new frames in our website to match your correct PD 61? And let us know the name and color of new frame. Then we can change for you in the order. We sent many emails to you, but you don\'t reply us, if you can receive this email, please contact us asap.

A: Dear lasheema clark, Could you let me know which type of lenses you need? We have four options with different applicable scenarios for your daily use: 1. Single Vision Distance Lenses (for myopia only) Suitable for customers under 40 who only have nearsightedness without presbyopia. Scenarios: Walking outdoors, driving, watching movies, seeing blackboards, viewing distant screens. This lens only corrects far vision. You need to take it off to read phones or books up close. 2. Single Vision Near Lenses (reading glasses for presbyopia) Suitable for middle-aged & elderly people with clear distant vision but blurry close-up sight. Scenarios: Reading books, scrolling phones, sewing, playing cards, checking paper documents indoors. It only works for near tasks; everything far away will look fuzzy when wearing it. 3. Bifocal Lenses Suitable for customers over 40 with presbyopia, who switch between far and near views frequently and prefer a cost-effective choice. Scenarios: Office work (glance at distant monitors & look down at files), daily shopping, short-distance driving, reading at home. The upper part sees far, the lower part sees near, with a visible dividing line on the lens. 4. Progressive Multifocal Lenses Suitable for middle-aged & elderly people with presbyopia who want a seamless look and all-distance vision without frequent glasses removal. Scenarios: All-day wear: driving (far), working on computers (intermediate), reading phones/books (near), cooking, painting, playing musical instruments. Gradual power change from top to bottom with no dividing line; covers far, intermediate and near vision.

A: Dear GLADYS EYLICIO, We are sorry to hear that,your package might be lost in transit, concerning your case, we can remake the eyeglasses for you. Would you please tell us whether you can accept it ?

A: Dear W Deb, We are sorry to tell you that we can install the lenses on Moana. Concerning your case, we can offer you a $15 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.

A: Dear Trina Pollman, 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 $20 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.

A: Dear Danny Traljic, You can check the frames below: https://www.wherelight.com/eyeglasses/frames/rectangle-classic-eyeglasses-4381.html?color=black https://www.wherelight.com/eyeglasses/frames/rectangle-sports-eyeglasses-4850.html?color=yellow https://www.wherelight.com/eyeglasses/frames/rectangle-simple-eyeglasses-2984.html?color=black

A: Dear Angelia Mcninch, 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 the original prescription with PD and attach it in the email so that we can check it for you first?

A: Dear Tambre Phillips, Ok, we have returned points.

A: Dear Ruth Velazquez, We are sorry to tell you that the recommend PD value on our website is not very accurate. The smallest PD that #Twinkle P5033 black can make is 62. Would you please choose other smaller frame ?

A: Dear Yadira Hernandez, 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.

A: Dear leislmccrea leisl, We would like to tell you that we will ship them out this week.

A: Dear Joyce Anderson We would like to tell you that you can use your points follow these steps: 1. you can log in your account . 2. Click \"My order\" 3. Find \"Points Mall\" and choose something you like。 Before you redeem the frame with your reward points, please confirm that this frame is compatible with your correct pupillary distance (PD) and can be properly fitted with your prescription lenses.

A: Dear kat taylor, Ok, we will delete your account.

A: Dear Ruth Velazquez, yes, we sent this email to you. Please email us the new frame name and frame color you want.