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Cierra Jenkins Time: 2025-05-24 17:15

Q: I put the wrong prescription on the paper is there anyway I can do it right it’s. OD SPH. -2.75 OS SPH -2.25 -50 110 -63

A: Dear Cierra Jenkins, We are sorry to hear that, please don’t worry. We will try our best to help 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

Sara Lambert Time: 2025-05-24 14:10

Q: Address error. I need the shipping address changed

A: Dear Sara Lambert, We\'ve changed to the correct address for you in the order, please don\'t worry.

brittanymhowell33 Time: 2025-05-24 07:58

Q: I need help uploading my prescription

A: Dear customer, We are sorry to hear that, please don’t worry. We will try our best to help you. Concerning your case, 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

Jones Tammy Time: 2025-05-23 14:24

Q: Hi my order number is 80525051951401. My order says shipped but UPS says they haven’t received the package yet and shipper has created a label. When will my package be shipped?

A: Dear Jones Tammy, We would like to tell you that your package has arrived at facility in Haslet, TX, you will receive it soon. You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1ZG841J50339575106&requester=WT/trackdetails

kpeery69 Time: 2025-05-23 12:25

Q: I am pretty upset right now. I got my glasses today and they are supposed to tint when I go outside, and they don't do it. And I paid I believe a extra 35 dollars to do that and it does nothing on both pair of glasses.

A: Dear Kim Peery, 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.

Sarah Madura Time: 2025-05-23 08:47

Q: Not sure how it happened but on my account, where it says real name, my first and last name are switched. So it says "Madura Sarah". I can fix it when sending orders but it's odd that it happened. I was just wondering if there was anyway to fix it?

A: Dear Sarah Madura, We would like to tell you that we have changed it for you, you can check it later.

Casey Moir Time: 2025-05-22 04:00

Q: From which country are the frames shipped from (so I can check what kind of customs and taxes to expect)?

A: Dear Casey, our factory is in China and the glasses will be shipped form China

Casey Moir Time: 2025-05-22 03:48

Q: From where is the company based? From where are the glasses shipped from (this will affect customs and taxes so would be good to know)? Thanks, Casey

A: Dear Casey, our factory is in China and the glasses will be shipped form China

Lynn Frye Time: 2025-05-22 01:28

Q: Is it possible to also add the lens were it has a prescription and it can be sunglasses when you are outside in the sun?

A: Dear customer, We would like to tell you that you can choose photochromic tint.

Aye Jaye Time: 2025-05-21 17:28

Q: To whom this may concern, I was looking through the website and accidentally redeemed my points (twice) on frames I did not want. Is there a way to get my points back? Thank you in advanced!

A: Dear Aye Jaye, Don\'t worry. We have cancelled the redemption for you and the points will be credited back to your account later.

Jolleen Kay Time: 2025-05-21 16:32

Q: Order #20425230651070 Not received has been over 30 days? Please advise

A: Dear Jolleen Kay, We are sorry for the delay, we will ship your order out this week.

Draper King Time: 2025-05-21 13:38

Q: Hello, do you have an idea when my items will ship out ? Order# 20525150744085

A: Dear Draper King, We checked the order and the order is expected to be shipped out today. And the tracking number will be updated to your order.

brianne clark Time: 2025-05-21 10:33

Q: my pupillary distance is 32 as stated on my prescription, but you guys only offer 33+ correct? will this make a major difference?

A: Dear Brianne Clark, Don\'t worry. We\'ve already changed your PD to 32 for both eyes in the order for you.

Marlana Hammons Time: 2025-05-21 09:59

Q: I got the wrong prescription in the order I just received is there a way to exchange them

A: Dear Hammons Marlana, We also saw your message in after-sale. We\'re so sorry about this and we checked your order. The Rx data in your order is different from the Rx you upload now. Did you put the wrong Rx in the order?

da33sy75 Time: 2025-05-20 17:41

Q: This is my order number# 80525201734521. I forgot to change my address to: 17600 147 St SE, Monroe WA 98272. Please let me know you change my address. Thank you.

A: Dear Deysi Gonzalez, We\'ve changed to the correct address for you in the order

Virginia McCoy Time: 2025-05-20 10:13

Q: I ordered 3 pairs...used the pay3 code yet was charged full price for all 3..I have texted and emailed re this issue. When they arrive I will not open I chose not to pay that price. I am elderly and have ordered many many glasses from u. Please send return label . Virginia McCoy

A: I ordered 3 pairs...used the pay3 code yet was charged full price for all 3..I have texted and emailed re this issue. When they arrive I will not open I chose not to pay that price. I am elderly and have ordered many many glasses from u. Please send return label

Virginia McCoy Time: 2025-05-20 10:08

Q: Order totaled 3

A: I ordered 3 pairs...used the pay3 code yet was charged full price for all 3..I have texted and emailed re this issue. When they arrive I will not open I chose not to pay that price. I am elderly and have ordered many many glasses from u. Please send return label

zbaguer Time: 2025-05-20 09:06

Q: I ALREADY PAID WITH PAY PAL FOR ORDER Order #80425151529531.wHITH THE TRANSACCION ID FROM PAY PAL 62X0888665317503U WHY ARE YOU CHARGING ME AGAIN ,THERE IS ALWAYS SOMETHING WITH YOUR cOMPANY.

A: Dear ZAHIRA BAGUER, We have reset the password for you and it is 123456, please try again on our website. And for the order#80425151529531, this order is not paid. You paid the money of the order#80525171703005. The order#80525171703005 is being processed now. You can ignore other payment notification.

Michelle Goff Time: 2025-05-19 17:13

Q: Hello, I need to update my name in your system. My new last name is Goff. Please let me know if any additional information is needed. Thank you for your time and assistance.

A: Dear Michelle Goff,we have already updated your last name in our system.

Dee Time: 2025-05-19 08:45

Q: How would I be able to choose frames in a small because all I see is a large

A: Dear Dee, You can filter the smaller frames on our website, We have filter the samll frames for you, you can choose with this link https://www.wherelight.com/eyeglasses?gooodsSort=1&size=1

Ra-ann Becker Time: 2025-05-18 23:30

Q: Hello I was just wondering about my order. Thank you

A: Dear Ra ann Becker, We sent you email on May 6th,May 13th and May 15th to communicate the Rx with you. But we didn\'t get your reply. We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ? then we can make production for you.

Karene Coeuranor Time: 2025-05-18 18:59

Q: I’ve used the wrong mailing address, what do I do now?

A: Dear Karene Coeuranor, Please send us the correct address,we\'ll change for you in the order.

Karene Coeuranor Time: 2025-05-18 18:54

Q: Hello, I’ve accidentally pressed redeem on an item I do not want. Please let me know what steps can be taken to rectify this mistake.

A: Dear Karene,We\'ve cancelled the redemption for you and the points will be credited back to your account in a few moments.

RENEE JOHNSON Time: 2025-05-18 09:29

Q: Can you upgrade lens from previous purchase of frames?

A: Dear RENEE JOHNSON, So sorry, we don\'t support upgrade lens from previous purchase of frames. You can buy new glasses in our website.

Natacha Marro Time: 2025-05-18 07:18

Q: I love this glasses I will love if I could be reading glasses plus +2.50

A: Dear Natacha, We can\'t find you order by searching your name and email. Please send us the order number ,then we can check for you

ladybug92201 Time: 2025-05-18 07:12

Q: It will not allow me to upload my photo. I can select a photo but it just keeps trying to load it and freezes up.

A: Dear Ladybug, please send pictures via email

Chessa Time: 2025-05-18 06:00

Q: Do you offer high index lenses?

A: Dear Chessa, We have these 5 index to suit different Rx. Mid-Index 1.55,Mid-Index 1.61,Mid-Index 1.61 pro,High-Index 1.67 and High-Index 1,71

quelitawll Time: 2025-05-17 20:38

Q: The glasses stated delivered on May.12th to my mailbox. I never received them at all. I want my glasses or my money back. Please contact me via email to let me know what to do?

A: Dear Natasha Wall, We sincerely apologize for any inconvenience you may have experienced. Could you help comfirm the address in your order first? IS it correct?

karichard79 Time: 2025-05-17 15:53

Q: The glasses came in and while they're beautiful they're very very heavy and I don't think the prescription is put in their properly. I can look straight forward without an issue but as soon as I try to look at my peripheral everything is blurred out. I paid using an FSA but I'm no longer employed at that company is there a way just to do an even exchange

A: Dear Kelly Richard, We sincerely apologize for any inconvenience you may have experienced. Is the frame #Travis 0098 very heavy? And we notice that you didn\'t upload the Rx in your order. Could you please send us the picture of Rx? Then we can check for you

angeellyzayas18 Time: 2025-05-17 15:44

Q: La orden que pedí ninguno de los 2 espejuelos viniero con el lente que se convierte en Gafas cuando da el sol

A: Dear Arysha Chavez, We sincerely apologize for any inconvenience you may have experienced. Please help put the photochromic glasses (TR018 and 6094)on a piece of white paper and place them outside in the sunlight for 5 minutes, then take a picture and provide pictures to us. Our technician will check the cause. By the way, please don\'t put the photochromic glasses in the car, as the protective film on the car glass will affect the sunlight exposure and affect the effect of the photochromic glasses.

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