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Viveca Wallace-Brown Time: 2025-10-03 15:17

Q: I'm not sure what can be done about my glasses I've purchased from you.But! 4 pairs have broken, 2 of which have been replaced once already. And broken in the same spot. Is there any recourse for me?I've been told that there's a 30 day window for a warranty. But, if the breakage is not from normal wear n tear what suggestions do you have. I LOVE the frames, they're awesome but only having 2 pairs to wear daily is not good. Here's the thing I never wear the same pair everyday so there should never be a breakage problem as they are put away each time I wear them safely.Please advice before I go away to another company. Oh and I do write reviews.Thanks!

A: Dear Viveca Wallace-Brown, 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?

Jordan Time: 2025-10-03 11:48

Q: I have a handful of pairs of glasses that have broken or need repaired. Can you guys help with that at all?

A: Dear Jordan, We are sorry to hear that, would you please tell us order number first ?

PN Time: 2025-10-03 09:55

Q: I need to stop processing on my glasses my prescription changed

A: Dear Pam Nobles, We can change the Rx for you, but we need to charge you the processing fee $6.49 because your order is completed now, would you please tell us whether you can accept it ?

Pam Nobles Time: 2025-10-03 09:54

Q: My physician has changed my prescription. I need to stop the process on the glasses in my current order. And add my new prescription 80925241926121

A: Dear Pam Nobles, We can change the Rx for you, but we need to charge you the processing fee $6.49 because your order is completed now, would you please tell us whether you can accept it ?

Sonja Strickland Time: 2025-10-03 09:12

Q: Looking at my orders today (Order# 20925220806312), I notice that the black glasses I originally order is now showing a different pair. The black glasses showing today on that order (Order# 20925220806312), are the replacement that I choice for the broken pair from (Order# 20725160740592. I would like to know what is going on and how where you able to change the style of the pair I originally chosen for this order (Order# 20925220806312) when the glasses where already shipped before I reached out about the broken glasses from Order# 20725160740592). I do have the email showing the pair I chose as well as the email showing, and your response to the replacement pair. I am, also still waiting for the invoice from (Order# 20925220806312.

A: Dear Sonja Strickland, Would you please tell us whether only glasses#2351D are broken ?

kim1964berly Time: 2025-10-03 08:44

Q: Good afternoon, I am supposed to make a payment for shipping of 6.95, but I can't figure out how to make the payment. Can you help me?

A: Dear customer, Would you please pay us shipping fee $6.95 to our paypal account : pay@wherelight.com ? And please take a screenshot of the payment and send it to us. Then we will remake the glasses for you.

rosemarie9562 Time: 2025-10-03 06:55

Q: Where do I enter the promo code when placing the order?

A: Dear customer, We would like to tell you that you can fill it in shopping bag before you pay money.

Holly Wright Time: 2025-10-02 18:56

Q: I’d like to delete my account and all my account information

A: Dear Holly Wright, Ok, we\'ll delete it for you.

Booze-Westcott Renee Time: 2025-10-02 18:39

Q: One of glasses i ordered do not fit properly. The Annabelle frame. I would like to exchange for different frame Pauline.

A: Dear Booze-Westcott Renee, 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?

Ruby162_77 Time: 2025-10-02 15:59

Q: I cannot my put in my 2 pd values the charts dont go high enough. I also cannot check.out without adding on things I dont want or need to add on.

A: Dear Ruby, 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.

Stevie Macdonald Time: 2025-10-02 15:48

Q: Can you please send me a breakdown of my order so that I can see how much each item is, the sales tax, the discount and shipping costs. Thank you. My order number is 21025011940381. Thanks, Stevie Macdonald

A: Dear Stevie Macdonald,we\'ve emailed it to you.

Stefanie Hundley Time: 2025-10-02 14:53

Q: I’m checking on the status of my order. Too many “updates” when checking. Are they actually finished and ready to ship? Last update was 2 days ago. I’m trying to figure out what’s going on.

A: Dear Stefanie Hundley, We would like to tell you that we will ship your order out this week.

nicky0612 Time: 2025-10-02 10:59

Q: My glasses got unscrew i cannot wear it

A: Dear Nicky, We are sorry to hear that, would you please tell us your order number ? And in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

nicky0612 Time: 2025-10-02 10:58

Q: Where i can sent a pic of the lens?

A: Dear Nicky, We are sorry to hear that, would you please tell us your order number ? And in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

nicky0612 Time: 2025-10-02 10:57

Q: Mis lentes lost a screw so the lens is not holding

A: Dear Nicky, We are sorry to hear that, would you please tell us your order number ? And in order to see which part causes problems, would you please take a photo of the glasses to show us the problem first?

Lisa Giammarco Time: 2025-10-02 05:01

Q: CNDFY20925120833075 Arrived Monday Sept 25 Mississauga. When Can I expect delivery?Thank you Lisa

A: Dear Lisa Giammarco, We would like to tell you that your package is still in transit. But the Canadian Union of Postal Workers (CUPW) has started a national strike again. Canada Post’s operations will be shut down for the duration of a national strike. Your package might be delayed.

mariapedrosa Time: 2025-10-01 16:56

Q: ?Subject: Inquiry Regarding Returned Package - Incorrect Address ?Dear Sir or Madam, / To Whom It May Concern, ?I am writing because I need assistance with my package. The mail service returned it to you, and I need to know what the next steps are. The original address was incorrect. ?The correct address is: 339 Calle San Fernando Cata?o, PR 00962 ?I appreciate your help with this matter. ?Sincerely, / Best regards,

A: Dear Maria, We would like to tell you that we have corrected it for you and you can check the picture below. We will redeliver package to you after we receive it.

theresabeazley Time: 2025-10-01 15:14

Q: I ordered a pair of prescriptia on glasses and I got a pair with nothing it was just regular pair of glasses. Whatid do I need to do to correct this problem.

A: Dear customer, We are sorry to hear that,but do you refer to glasses#Isra in multicolor color ? If so, we\'ve checked your order and you ordered it as frame only.

giblingeorgia45 Time: 2025-10-01 12:03

Q: I have frames and prescription. Can you make new lenses with my own frames?

A: Dear customer, We are sorry to tell you that we don\'t have that service.

karen_losinger Time: 2025-10-01 11:33

Q: Hello i would like invoices sent to me for the orders that i have place online, so that i can claim them on my insurance. i checkd your FAQ section and i dont get the same screenshots that you there. there is no place to order an invoice. can you send these to me please?thanks, Karen

A: Dear Karen Losinger,we would like to tell you that we\'ve email them to you.

Miller Mae Time: 2025-10-01 07:29

Q: How often does the flash sale cycle out?

A: Dear Miller Mae, It is updated irregularly.

Sonja Strickland Time: 2025-10-01 07:25

Q: I am unable to get my invoice on number order #20925220806312. The screen shot on your site is not the same as what's shown on my order. Please email me a copy of my invoice.

A: Dear Sonja Strickland,we would like to tell you that we\'ve email it to you.

vdelazerda Time: 2025-10-01 06:50

Q: Can I get an itemized receipt to submit to insurance for order# 80925151846405.

A: Dear Virginia De La Zerda,we would like to tell you that we\'ve email it to you.

Talasya Time: 2025-10-01 06:34

Q: Hello I hope you all are well. I just wondered if there was an update on my glasses and when they may ship or be ready?

A: Dear customer, We would like to tell you that we will ship your order today.

Carol White Time: 2025-10-01 06:05

Q: I am waiting for an answer to my questions about making my glasses bifocal with no prescription on the bottom. If that is not possible then I will accept single vision lenses.

A: Dear Carol White, we are sorry to tell you that we can not make that lens.

Spydre Onyx Time: 2025-09-30 14:12

Q: Hi, I really want my glasses but it’s already delivered? Where? Please do something! ????

A: Dear Onyx Spydre, We\'ve checked the tracking information and it shows that your item was delivered in or at the mailbox at 3:26 pm on September 30, 2025 in TACOMA, WA 98444. Do you check your mailbox ?

Holly Doscher Time: 2025-09-30 11:40

Q: One of the pairs of glasses I just received is far too big for my head. I wanted to exchange for a different pair. How do I go about doing that?

A: Dear Holly Doscher, 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?

vmoreno94 Time: 2025-09-30 07:45

Q: hi, i've just seen that my delivery could be delayed, after 5 days it keeps saying Pre-shipment label but it doesnt update. https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190279541007895567

A: Dear customer, We\'ve checked tracking information and it shows that your item has been delivered to an agent and left with an individual at the address at 2:02 pm on October 2, 2025 in MIAMI, FL 33172. Do you receive it ?

Carol White Time: 2025-09-30 05:11

Q: I asked afterwards about bifocal lenses with plain glass in the reading area. Can that be done?

A: Dear Carol White, we are sorry to tell you that we can not make that lens.

moralesdn329 Time: 2025-09-30 04:06

Q: Good Morning both prescriptions are 65.0 for the PD, and both pairs should be progressive glasses... please make the necessary corrections. Thank you .

A: Dear DIANE MORALES, Would you please pay us price difference $17.5 to our paypal account : pay@wherelight.com ? And please take a screenshot of the payment and send it to us. Then we will change the glasses for you.

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