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Lillian Time: 2026-01-25 02:56

Q: Hi again, I need to cancel part of order. Must whole order be cancelled? Then re-ordered correctly? Please let me know ASAP as it is only hours ago mistake made. Sorry for any inconvenience. Lily G

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:41

Q: Hi, please confirm part of order, placed hours ago, is modified. Two pair, the round floral ones, need to be removed. Thanks????Lillian

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:37

Q: already have glasses, mistakenly ordered ???? please remove 2 round floral pairs.

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

Lillian Time: 2026-01-25 02:25

Q: please cancel 2 pair of glasses ordered, the round blue and the round green floral

A: Dear Sean Geaney, Ok, we have removed these glasses and will refund you price difference $34.65.

dominique Time: 2026-01-24 12:14

Q: Order# 20126241206536 Please cancel my order so I can order with the correct prescription

A: Dear customer, We are sorry to hear that, we can change the Rx for you directly, would you please take a photo of correct original prescription with PD and attach it in the email so that we can correct it for you ?

Dominique Time: 2026-01-24 12:12

Q: Order# 20126241206536 I needs to change the prescription on my order I put in an old prescription

A: Dear customer, We are sorry to hear that, we can change the Rx for you directly, would you please take a photo of correct original prescription with PD and attach it in the email so that we can correct it for you ?

Shakira Walker Time: 2026-01-24 09:54

Q: I received glasses and things were great until one of the frames broke on a corner. I just bought these on December of 2025. Am I able to get a replacement pair? Or choose another frame with my prescription?

A: Dear Shakira Walker, 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?

Heather Rolff Time: 2026-01-24 09:47

Q: I’d like to change the shipping address of the order I just made. Is that possible?

A: Dear Heather, Would you please tell us your correct address so that we will correct it for you ?

peanuttt64 Weslie Time: 2026-01-24 08:55

Q: When are my glasses coming

A: Dear Weslie, We have checked the tracking information and it shows that WINTER WEATHER IN THE SOUTHWEST, GREAT PLAINS, MIDWEST, GREAT LAKES, OHIO VALLEY, SOUTHEAST, AND NORTHEAST REGIONS OF THE US MAY DELAY FINAL DELIVERY OF YOUR MAIL AND PACKAGES. Your package might be affected by this. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190385106200746193

sheilaghbolt Time: 2026-01-23 21:18

Q: Hi, my glasses prescription has my PD as 61/58 but this is not an option on your website. Does this mean you are unable to make my glasses. All the other units are fine, just the PD. Thanks, Sheilagh.

A: Dear customer, We would like to tell you that you can fill PD value 61 directly.

runvus96330 Time: 2026-01-23 17:51

Q: Hello WhereLight, I'm attempting to order the 'lavish frame'. My PD is 66 yet I'm receiving an error indicating it's 'too small' for the required 64. Please advise on how to complete my order. Sincerely,

A: Dear Wendy Tucker, 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. The smallest PD that #Lavish 7850 can make is 70. 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.

April Richardson Time: 2026-01-23 17:27

Q: Hello I just realized I ordered my glasses to stay tinted I do not want this I want the transition lens

A: Dear April Richardson, Would you please tell us which photochromic tint you want ?

Brianne Woodruff Time: 2026-01-23 15:53

Q: I have tried seven times to select my lenses and add the blue light protection and all of the things to add it to my cart and every single time I click to check out it says my shopping bag is empty. What do I do?

A: Dear Brianne Woodruff, We would like to tell you that your order#20126231608010 is being processed now.

dpropp Time: 2026-01-23 12:40

Q: How do I change my password? The "forgot password" option only allows letters & numbers, no special characters, which isn't very safe. The auto-generated password isn't safe at all and I'd like to change it ASAP before I place an order.

A: Dear customer, We would like to tell you that you can log in your order and reset the password by yourself directly.

Schafaris Saunders Time: 2026-01-23 12:20

Q: I have a situation where I ordered glasses in September 2025 and my Dr has updated my prescription to a stronger prescription. Is there a way to have my glasses I ordered in September updated with the new prescription without having to pay for new lenses? I’ve had eight surgeries on my left eye, and my right eye has been doing all of the work.

A: Dear Schafaris Saunders, 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 $180 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.

Jolene Schmidt Time: 2026-01-23 11:27

Q: Order #20126091006149 The status of this order has not changed in ten days. When I got to DHL to track my order, it states that my order does not exist. When will my glasses be arriving? I did pay extra for advanced shipping.

A: Dear Jolene Schmidt, Thank you for reaching out. We have confirmed with our logistics team that your parcel has been processed and is currently awaiting flight booking. The tracking information is expected to be updated soon. We appreciate your patience.

Mar Ha Time: 2026-01-23 11:12

Q: I uploaded this new prescription and attached a picture 20260119082015 WITH ALL NEW canyon pls make sure I input all the values right?

A: Dear Mar Ha, Sorry, would you please email us the photo of your original prescription to our email address: service@mail-wherelight.com?

Mar Ha Time: 2026-01-23 11:10

Q: this is my new prescription 20260119082015 WITH ALL NEW

A: Dear Mar Ha, Sorry, would you please email us the photo of your original prescription to our email address: service@mail-wherelight.com?

Taryn Hathaway Time: 2026-01-23 10:10

Q: No problem, just curious when my glasses might ship out. I received notification that they had shipped via USPS, but USPS just shows a tracking number created, but no package delivered into their system. I leave for a business trip out of state mid week, and I was hoping to have them before I left, my old ones are very scratched up. Thank you for your help!

A: Dear Taryn Hathaway, We are sorry 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.

TOYE JOHNSON MCSWAIN Time: 2026-01-23 08:57

Q: I was given an $80 refund for an order and I can't find it so I can use it. Can you resend it?

A: Dear TOYE JOHNSON MCSWAIN, We would like to tell you that we have emailed you the code.

Irina Cohen Time: 2026-01-23 08:53

Q: It’s my second email requesting the detailed invoice of my order # 80126111616057 including my name, address, prescription, name of your company and the date .

A: Dear Irina Cohen, we sent the email of your invoice, please check your email. If you don\'t receive it, it might be in your spam folder.

Mindi Brown Time: 2026-01-23 05:03

Q: My order 21225120630369 never arrived!!!!! Please help!!!!!

A: Dear Mindi Brown, We would like to tell you that we have shipped your order out. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541017079964 The tracking information shows that your item was delivered in or at the mailbox at 12:48 pm on December 27, 2025 in INDIANAPOLIS, IN 46208.

Jennifer Time: 2026-01-23 04:40

Q: USPS has been waiting to receive my order #20126141735405 for two days now. Will it be given to them soon so that it can get into the system and be delivered to me?

A: Dear Jennifer Clark, We are sorry 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.

Chelsea provencio Time: 2026-01-22 23:13

Q: order 80126210026289 cancelled

A: Dear Chelsea Provencio We are sorry to tell our shipping company said that they could not ship to Mexico. So we cancelled your order and refunded you money. Sorry for this.

Dymita Evans Time: 2026-01-22 22:21

Q: I keep getting the message to type a valid email address but when I do, it’s not accepting it. It’s an old email address but it still works.

A: Dear Dymita Evans, are you sure that the email account is thecandyshop@rocketmail.col , not thecandyshop@rocketmail.com ?

Becky Campbell Time: 2026-01-22 19:11

Q: Hello and happy Friday. I ordered 3 pairs of glasses and just received them today. Two are great but the third doesn’t sit right. When I tested them in the table, one of the arms doesn’t even hit the table top. It is about .5 inch (enough to slide a pen under) higher than the table. It is not sitting in my face properly /at an angle because of this. I am not able to attach pictures here, but I have taken some for you to see what I am referring to. Thank you for your time. Have a lovely day.

A: Dear Becky Campbell, 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?

KARLA MARTINEZ Time: 2026-01-22 17:22

Q: hola realice compra y uno de los productos, se me cae el espejuelo se le coloco pad para evitar y aun con accesorio se cae. que alternativas tengo

A: Dear KARLA MARTINEZ, We would like tell you that you can buy Silicone Eyewear Retainer.

Anya Schafer-Van Houtte Time: 2026-01-22 10:15

Q: Waiting to hear how to exchange a pair of glasses

A: Dear Anya, We think that the reason why caused your problem is the frame, so we suggest you to choose other frame.

Settle-Lee D Time: 2026-01-22 09:41

Q: When can I expect to receive the glasses?

A: Dear customer, We will ship your glasses out if everything goes well.

Anya Schafer-Van Houtte Time: 2026-01-22 09:39

Q: One of the 4 pairs of progressives i ordered os definitely not correct. How can i exchange. I s3nd

A: Dear Anya, We think that the reason why caused your problem is the frame, so we suggest you to choose other frame.

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