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Fran Time: 2025-08-29 13:29

Q: I’ve been a customer for years with approx 15 pairs of glasses….

A: Dear Fran Jennings, We would like to tell you that you can put the screw of new frame on your old frame. Would you please tell us whether you can accept replacement frame with non-prescription ?

Fran Time: 2025-08-29 13:28

Q: I ordered glasses that I got 2 days ago…..they arrived with a screw missing…..they said they could send me another pair of frames but no lens….how does that help me ?

A: Dear Fran Jennings, We would like to tell you that you can put the screw of new frame on your old frame. Would you please tell us whether you can accept replacement frame with non-prescription ?

Michelle Duran Time: 2025-08-29 10:32

Q: Hello, I just sent an email stating that my glasses had an incorrect PD but I forgot to include the following information: The order number is 80725210905063 and the pair of glasses with the wrong PD is the Tina style. My PD is 61 but when I measured the distance on my glasses it is shorter than 61. My sunglasses have the correct PD but my Tina ones do not. It is within thirty days since I received my glasses. Please let me know if I need to send my glasses back. Thank you.

A: Dear Michelle Duran, 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?

Michelle Duran Time: 2025-08-29 10:18

Q: Hello, I have been having some problems focusing with my new glasses so I measured the PD and it appears that it is not the correct distance. My PD is 61 but when I measured and marked it on the new pair of glasses it is a shorter distance. Do I need to send back my glasses so the lenses can be replaced or are you able to send me a new pair with the correct PD? Please advise. Thank you!

A: Dear Michelle Duran, 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?

Dawn Raught Time: 2025-08-29 09:42

Q: I would like to order the Raeleigh glasses in red but they are sold out. Will these frames be restocked?

A: Dear Dawn Raught, We are sorry to tell you that it will not come back in stock.

tyarawilson1989 Time: 2025-08-29 09:26

Q: 80825251832512 This order was cancelled after it was purchased for it was not supposed to be canceled. I still want those glasses. Please make this right

A: Dear Tyara Wilson, We would like to tell you that you can pay for it now.

April Love Time: 2025-08-29 07:54

Q: I ordered a pair of glasses on august 13th. I paid for express shipping which is 7-14 days. It has been 16 days and I still have not recorded my glasses. It shows that out has not been shipped. What is going on?

A: Dear April Love, We are sorry for the delay, we have checked your order and we are sorry to tell you that your Rx is very strong, so it cost much more time to make your lenses. And your order has been shipped your order out. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190384715300141411 You will receive it soon.

shelia Landry Time: 2025-08-29 03:18

Q: Good morning, the package now says arriving late moving through the network. Still in SC, I believe, I paid for expedited shipping and I am not going to get the package in a expedited way even though I paid extra. I need to be comped for something due to my inconvenience.

A: Dear Shelia Landry, We would like to tell you that your item was delivered in or at the mailbox at 1:21 pm on August 30, 2025 in ZACHARY, LA 70791. Do you receive it now ?

SUNDAE Time: 2025-08-29 02:14

Q: My leg on my glasses I bought from you has broken, and I can not use them now what can I do?

A: Dear SUNDAE, 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? And would you please tell us your order number ?

taneishahiggins Time: 2025-08-28 13:21

Q: I ordered two pairs of glasses. I didn't want tented. I wanted transitional lenses

A: Dear Taneisha Higgins, We have checked your order and we are sorry to tell you that the tint you chose in the order is normal tint, not photochromic tint. 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 $45 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 ?

Andrea Levine Time: 2025-08-28 13:17

Q: Hello, I am trying to fill out an order but I am stuck on the PD Values. I uploaded my perscription directly from True North Optical. Can you assist? Andrea Levine 647-466-8164

A: Dear Andrea Levine, If you don\'t know your PD,you have rights to contact your doctor/optometrist to get your accurate PD value, or you can download this APP to measure it: https://www.glassifyme.com/pd-meter-app/ .

Kathleen Gianandrea Time: 2025-08-28 13:03

Q: I need to return my new glasses and get a refund if possible. My order #20725311142456. I have tried to get used to the Progressive lenses to no avail, they cause daily headaches. Please advise next steps for returning and refunding for this order.

A: Dear Kathleen Gianandrea, We are sorry to hear that, please don\'t worry, we have received the photo of your original prescription, but this photo is too vague, would you please send us a more clear one so that we can check it first ?

kim castellanos Time: 2025-08-28 12:54

Q: I have the wrong address on my order I’d like to change it to the correct address for order 80825281248278

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

Valorie Winn Time: 2025-08-28 12:07

Q: I have not received my merchandise, where is it? please contact me

A: Dear Valorie Winn, We would like to tell you that we have shipped your order out. Your item arrived at the USPS facility in BIRMINGHAM AL DISTRIBUTION CENTER on August 28, 2025 at 4:39 am. The item is currently in transit to the destination. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190384715300133140

breval13 Brenda Time: 2025-08-28 11:47

Q: I would like to return the glasses, Mandy (H2038).

A: Dear Brenda, We are sorry to hear that,would you please tell us the reason why you want to return it ?

Lesa Hughes Time: 2025-08-28 09:57

Q: hello please look at my current order, when i apply the bogo50 code my subtotal changes from $230.95 to $175.95 which is only $55 difference. one pair should be FREE, I also have a coupon code which is telling me its invalid code.

A: Dear customer, We are sorry to tell you that bogo50 is not buy one get one free discount, it is buy one pair get second pair 50% discount.

Guevara Savanna Jo Time: 2025-08-28 09:38

Q: How do I upload pictures for a dispute ?

A: Dear Guevara Savanna Jo, We would like to tell you that you can send the picture to our email address: service@mail-wherelight.com

nytfall4202 Time: 2025-08-28 08:52

Q: 80825170758345 order number. It says that this package had a label printed to ship out on the 26th. But that it has not been shipped yet. When can I expect shipment? It has been almost 10 full days now and I'm wondering when I will receive my product.

A: Dear Rose, We would like to tell you that your item departed USPS facility in RALEIGH NC DISTRIBUTION CENTER on August 28, 2025 at 8:24 pm. The item is currently in transit to the destination. You will receive it soon.

pambarlow66 Time: 2025-08-28 05:17

Q: I just sent you an email about the order number 80825270810540 about changing the pink to blue? I already ordered that color also so can you please change the color to any green you have available in Fletchie I will have zero complaints about either green color that's available. Thank you so very much and apologize for this mistake! :) pambarlow66@gmail.com

A: Dear Pam Barlow We would like to tell you that we\'ve change frame#Flectie 59003 pink to frame#Flectie 59003 green color.

pambarlow66 Time: 2025-08-28 04:06

Q: Hello I ordered the same color glasses twice on order number 80880825270810540 Can you change the Frames Fletchie from pink to blue please? Thank You Pam Barlow---pambarlow66@gmail.com

A: Dear Pam Barlow We would like to tell you that we\'ve change frame#Flectie 59003 pink to frame#Flectie 59003 green color.

Amari Watson Time: 2025-08-28 01:04

Q: Hello I just ordered some glasses the other day and I accidentally put in the wrong prescription and they’re being processed right now! Name is Amari Watson this is my order number 80825270025442

A: Dear Amari Arie, 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?

Jessa Joehnk Time: 2025-08-27 19:50

Q: My favorite pair of glasses have a scratch in one lens and I would love to have them repaired. I got them from here not too long ago, but the frame is no longer available, or I'd order a second pair.

A: Dear Jessa Joehnk, 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?

Erin Martin Time: 2025-08-27 18:07

Q: I keep trying to refund but it’s not letting me I would like to return my order the order number is 80825131142057

A: Dear Erin Martin, We are sorry to hear that, but would you please tell us reason why you want to return ?

Reeves Alexis Time: 2025-08-27 12:25

Q: I emailed WhereLight and am waiting to receive a response. I only received confirmation for one order.

A: Dear Reeves Alexis, We are sorry to tell you that we don\'t receive your email, and we have shipped your order out. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190384715300132747

Petersen Alison Time: 2025-08-27 11:01

Q: Order #80825082032065 How much longer will this order take? I went with your company hoping it'd be faster than Zenni and my eye doctor. So far this not the case. Is there a problem? If it takes another 2 weeks we may need to have refund conversion. Thanks for listening.

A: Dear Petersen Alison, We need to confirm the prescription with you since your sph value of right eye is positive and sph value of left eye is negative .And we sent many emails to you, but you don\'t reply us. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Tyhecia Holliday Time: 2025-08-27 10:30

Q: I placed an order on August 14 with expedited shipping. I still don't have them. It took 7 days for them to even get a label created (21st) and movement today about coming to a distribution center. (27th). This is unacceptable. What can you all do about this?

A: Dear Shelia Landry, We would like to tell you that your item arrived at USPS facility in GREENSBORO NC DISTRIBUTION CENTER on August 27, 2025 at 12:52 am. The item is currently in transit to the destination. You will receive it soon.

CCWPHOTOGRAPHY Time: 2025-08-27 07:44

Q: My lenses have a scratch on them and I've just started using this pair

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?

Moira Ward Time: 2025-08-26 19:48

Q: Good evening! I am so sorry that there have been so many issues with my orders, but the glasses that arrived today have the wrong PD, i checked the prescription entered against my written scrip. Is there a way to return them and exchange / receive credit for all 4 ordered pairs of glasses, the 2 that arrived today and the 2 still in transit for ones with the correct PD?Thank you again and I am so so sorry.

A: Dear Moira Ward, We are sorry to hear that, but would you please tell us your correct PD value ?

Nantasha Williams Time: 2025-08-26 15:29

Q: I just placed an order and need to change the address to 115-60 225th street Cambria Heights NY 11411

A: Dear Nantasha Williams, We would like to tell you that we have correct it for you and you can check the picture below.

Stacey Time: 2025-08-26 14:12

Q: I recieved my gasses today 8/26/25.I need to return the green pairThey are huge on my face.Purchase date 8/9/25order no# 80825090657033.I just beed smthg smaller

A: Dear Stacey, 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?

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