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Consulting Servive Center

si3rrastac3y    Time: 2026-06-10 20:59
Q: Hello I am inquiring about my order #80626082122091 that is going to Donald Locke in pleasant prairie,WI. I am trying to contact someone to put a note on the order NOT to send a receipt or order summary in the package. This is a gift and I do not want any of MY credit card info being posted. Thanks so much. Have a blessed day!!!
A: Dear Donald Locke, Ok, we will note it for you.
Kaycie J    Time: 2026-06-10 20:44
Q: My prescription has Prisms in both eyes, and one of them is both Horizontal and Vertical. When I entered my prescription on the website, I could only enter one direction for each eye. Is wherelight able to accommodate this, or do you only do single-direction prisms?
A: Dear Kaycie J, We are sorry to tell you that we can only make single-direction prisms.
Malia Davidson    Time: 2026-06-10 19:43
Q: Hello- I just got my glasses order. On the Keir tortoiseshell one, the right side ear piece is bowed out way more than the left side one causing the hinge to bend more. Is there anything we can do? Thank you, Malia Davidson
A: Dear Malia Davidson, ​We are sorry for this, concerning your case, we can remake the eyeglasses for you. Would you please tell us whether you can accept it ?
melissamendell     Time: 2026-06-10 17:56
Q: May 13, 2026 18:12:24 Order# 20526131812240 I have been trying to track this package for almost a month. It has been showing "label created" for weeks. Today 6/10/26, it shows "label cancelled." I've never had issues with my Wherelight orders in the past, and never waited this long for my order to be shipped or received. I would really like to get an actual update on the order I placed on 5/13/26 as soon as possible. Thanks.
A: Dear Melissa Mendell, We are sorry to hear that,your package might be lost in transit, concerning your case, we can remake order for you, would you please tell us whether you can accept it ?
dbcherry     Time: 2026-06-10 17:41
Q: Yes I did
A: Dear customer, We searched your two email addresses in our email, we still don\'t find the photo you sent to us, are you sure that you sent the photo to correct email address: service@mail-wherelight.com ?
Deborah Joseph    Time: 2026-06-10 14:30
Q: I ordered my glasses and i haven't received or get an email about it
A: Dear Deborah Joseph, We are sorry to tell you that we don\'t receive your reply after we sent many emails to confirm order with you. In order to making sure that you will not receive incorrect glasses, we have canceled your order and have refunded you the money. Thanks for your understanding.
kittykatt     Time: 2026-06-10 13:58
Q: I’m unhappy with these glasses. There isn’t anything wrong with them, they just do not suit me at all shape wise. Is there any way to return/exchange them? My order number is 80526240744303 Sincerely Kathy Wright
A: Dear Kathy Wright, 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?
dbcherry     Time: 2026-06-10 12:56
Q: My prescription is in your email
A: Dear customer, We searched your two email addresses in our email, we still don\'t find the photo you sent to us, are you sure that you sent the photo to correct email address: service@mail-wherelight.com ?
kknoxjj     Time: 2026-06-10 11:23
Q: Emailed you no response need to return
A: Dear customer, We are sorry to tell you that we have replied your email, it might be in your spam,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?
atthehairnet Kerri    Time: 2026-06-10 11:04
Q: Yes address is correct
A: Dear Kerri, We are sorry for the delay, if you don\'t receive this package this week, please contact us asap. We will remake glasses for you.
Shala Alvarado    Time: 2026-06-10 10:15
Q: Hi , in May 13 I made an Order # 80526130959194 but at today I didn't receive my order. Thanks for the help in advance.
A: Dear customer, We have checked the tracking information and it shows that your item arrived at the Post Office at 1:37 pm on June 10, 2026 in CANOVANAS, PR 00729. You will receive it soon.
pia307117     Time: 2026-06-10 09:28
Q: Good afternoon I still haven’t received my orden i el want to know if it’s delayed or not
A: Dear customer, We would like to tell you that we have shipped your order out. Your item arrived at GREENSBORO NC PACKAGE SORTING CENTER origin facility on June 2, 2026 at 8:03 pm. The item is currently in transit to the destination. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190349451124977603
amandastahly     Time: 2026-06-10 08:03
Q: It appears that my order hasn't been given to USPS yet. It's been in this status for a few days. When can I expect my package to be put into the mail?
A: Dear customer, 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.
julieisadime     Time: 2026-06-10 03:37
Q: I would like to cancel my order, I ordered the wrong frame. I want to order the Jule frame, please and thank you!
A: Dear Julie Hart, Weould you please tell us the frame color you want ?
jamontone    Time: 2026-06-09 18:41
Q: Trying to find my order I placed about 2 years ago
A: Dear customer, Sorry, do you have other email address ?
theresaodell8888     Time: 2026-06-09 17:40
Q: The prescription isn't right. Using both glasses one at a time, it is definitely not right. Also, the frames are too tight for my big head. Lol! What can I do? I'd like to return them. Thanks
A: Dear customer, 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?
avmercier83     Time: 2026-06-09 16:46
Q: I sent my order to the wrong address. Can you help?
A: Dear customer, We are sorry to hear that, would you please double check the address you filled below ? Is it correct? 629 Hanford St ,Columbus,OH,43206
atthehairnet Kerri    Time: 2026-06-09 15:14
Q: Where are my glasses ? I ordered may 17th on the tracking they came to my town n then went to Chicago n now Memphis they were said to arrive yesterday but not yet . I absolutely love your glasses n want to be an affiliate but the shipment is not making me happy. I paid for advanced shipping please help
A: Dear customer, We are sorry to hear that, would you please double check the address you filled below ? Is it correct? 800 Bannock Terrace,Palm Beach Gardens ,FL,33418
Michael Marion    Time: 2026-06-09 15:02
Q: need to change password
A: Dear customer, We have reset the password for you and have emailed you the new password.
Tiffany Escandon    Time: 2026-06-09 13:35
Q: I have yet to see any progress in my order. Can I have an update? I’m pretty loyal with you guys so this is upsetting there has been no movement in my order. I need these asap.
A: Dear Tiffany Escandon, We asked our factory and they said that there is a little flaw on the frame#Glow 59088 green, so the frame is being changed now. And we will ship your order out soon.
Stuart Burrill    Time: 2026-06-09 13:18
Q: My Cheyenne glasses as part of order 80625271015294 Have scratched ridiculously easily. I’ve worn glasses for nearly 40 years and don’t think I have ever had such a problem. There’s even a scratch in the critical center of the lens that negatively affects my vision. I want to give y’all chance to respond and make it right. I would like new lenses for them or a similar replacement pair. Thank you Stuart Burrill
A: Dear Stuart Burrill, 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?
Janna Teague    Time: 2026-06-09 12:46
Q: Hello! My order 80526311059263 has been processing for 9 days now with no update. Can you please provide me a timeline? Thank you.
A: Dear Janna Teague, We have checked your order and we would like to tell you that your glasses are adding Anti-Fog coating now. But we have rushed it for you,when it is shipped out, we will email you the tracking number, your patience and understanding will be greatly appreciated.
Kassidee Cuffey    Time: 2026-06-09 11:50
Q: Hi, I'm trying to figure out if my order has actually been shipped or not. I have confirmation of tracking but it still shows that it hasn't been picked up Order number 80626010926162
A: Dear Kassidee, 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.
dbcherry     Time: 2026-06-09 10:12
Q: I have already sent it
A: Dear customer, do you send the picture to service@mail-wherelight.com ?
Pedro Ruidiaz    Time: 2026-06-09 09:15
Q: Hi, one of my frames is broken, my order # is 21125100730461. Can you indicate the warranty claim process ? Thanks Pedro
A: Dear Pedro Ruidiaz, 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?
Sonya     Time: 2026-06-09 09:10
Q: When will I receive an actual delivery date. My package has been in the same location since June 5, 2026 "USPS AWAITING ITEM" Cary, NC
A: Dear Sonya, We would like to tell you that your item arrived at USPS facility in COLUMBIA SC PROCESSING CENTER on June 9, 2026 at 7:11 pm. The item is currently in transit to the destination. You will receive it soon.
Brenda    Time: 2026-06-09 07:39
Q: How to ise hsa card
A: Dear Brenda, You can try to use your fsa card to pay the order first. If it works, it means that you can use your card on our website.
Candace Parks    Time: 2026-06-09 06:19
Q: Hello! I put in the wrong prescription is there a way I can exchange my glasses?
A: Dear Candace, 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?
Ansheika Bailey    Time: 2026-06-09 02:46
Q: Yes could you remake the glasses I’m still getting the same message from May 18th
A: Dear Ansheika Bailey, Thanks for your understanding. We will remake eyeglasses for you.
Perez Neysha    Time: 2026-06-09 02:38
Q: Where is my order
A: Dear Perez Neysha, We would like to tell you that your item arrived at GREENSBORO NC PACKAGE SORTING CENTER origin facility on June 2, 2026 at 8:00 pm. The item is currently in transit to the destination. You will receive it soon. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190349451124980993
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