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Lola Rios Time: 2025-09-04 11:22

Q: Hello my order number is 80825242219058, I'm wondering g whats taking so long? I paid for the fast shipping and there's no update when checking my tracking info. It's been almost 2 weeks... I paid $20+ for the one week shipping. This is ridiculous id like an update asap.

A: Dear Lola Rios, We are sorry for the delay, but we are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. We would like to tell you that we have shipped your order out. You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1ZG841J50339448495&requester=WT/trackdetails

tulanedorian Time: 2025-09-04 09:53

Q: Hi I'd like to know why I paid for EXPRESS SHIPPING, and they're still not here??

A: Dear Brittany Dorian, We sent many emails to confirm the lenses of glasses#A-1242, we waited your reply for a very long time, you still don\'t reply us, then we processed your order on last week. And we have shipped your order out. The tracking information shows that it has been delivered. You can check the shipping status at https://www.ups.com/track?loc=en_US&tracknum=1ZG841J50318298955&requester=WT/trackdetails

Estefany Caballero Time: 2025-09-04 09:50

Q: Mi pedido aparece que llegó pero a mi no me registra que haya llegado. Creo que le pusieron una dirección que no fue

A: Dear Estefany Caballero, We are sorry to hear that,we have checked the tracking information and it shows that your item has been delivered to an agent and left with an individual at the address at 3:20 pm on September 2, 2025 in MIAMI, FL 33195. Do you receive it ? You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9200190384715300136707

Pat Time: 2025-09-04 07:29

Q: good morning i just receive my glasses but i cannot see out of them i really need to send them back and add my buy focus is not in them can i please get a phone number are something please thanks.

A: Dear Pat, We are sorry to hear that, but please tell us the order number first so that we can check it for you. Thank you.

Taylor George Time: 2025-09-04 06:45

Q: I placed order 80825251414266 and paid extra $21 for expedited shipping (5-9 days). I am currently on day 10 and have not received my glasses. Please provide a refund for the expedited shipping cost.

A: Dear Taylor George, We are sorry for the delay, but we are sorry to tell you that the shipping time exclude the production time. And we noted it on our website, if you don\'t see it, we are sorry for this. And we have checked the tracking information, it shows that it has been delivered. Do you receive it ?

Crystal Hunter Time: 2025-09-03 18:11

Q: 80825140707428 order has been in the same status since Aug 25th. When will this be shipped?

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

Stephanie Johnston Time: 2025-09-03 16:34

Q: Hi there! One of the pairs from my order spontaneously broke when I went to put them on - a screw that holds the lens to the frame appears to have just sheared right off. I am hoping for a replacement pair of glasses - or even just a fresh frame and I can try to carefully install the lenses. Thank you in advance for your help!!

A: Dear Stephanie Johnston, We are sorry for this, concerning your case, you can choose a new frame and we can make the eyeglasses for you for free. Would you please tell us whether you can accept it ? If you can accept it, please tell us the frame’s name and color.

KINGDOM BIZNESS HZGLORY Time: 2025-09-03 13:54

Q: Please fill order #Order: 80925021949587

A: Dear Angela Flager, Ok, we will cancel order#80925021844578 and will refund you money. About order#80424260910420,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 about photochromic tint, 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.

milexajo Time: 2025-09-03 10:06

Q: I would like to verify my order if i ordered the lens that change from light to dark?

A: Dear customer, Yes, you choose photochromic tint in the order. Note: If the window of your car or window of home has UV protection film, the glasses will not change the color.

ANGELA FLAGER Time: 2025-09-02 20:11

Q: Duplicate order please cancel 80925021844578

A: Dear Angela Flager, Would you please tell us which order you want to cancel ? Do you mean order#80925021844578 ? How about order#80925021949587 ? And we can change the glasses for you directly, are you sure that you want to cancel the order ? About order#80424260910420,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?

purplengreenjellybeans Time: 2025-09-02 19:35

Q: I just ordered 2 pair of prescription glasses.New order number 20925021906304. I entered the code BOGO50 in the discount section of the check out. But my email receipt does not show a buy one get one 50% off. Also, my prescription is still valid from the last one I sent from my last purchase from this website. Do I still need to submit a photo of it? I no longer have the original copy. The previous order number was 20524061425177. I uploaded the copy of the prescription to that order. Thank you for your time. Erica Anschutz

A: Dear customer, About discount, would you please take a screenshot of it to show us problem in details ? About photo of prescription, if you can fill prescription in the order correctly, you don\'t need to submit it again.

yass Nikkhah Time: 2025-09-02 15:29

Q: What is the material of this frame?

A: Dear Yassi Nikkhah, We find that you ordered Photochromic Brown again, in your last order, you think that the color of Photochromic Brown is very light, are you sure that you want to choose it again ? And would you please tell us the name of frame ?

Sandersc1215 Time: 2025-09-02 14:01

Q: Is there anyway the code for the credit on my account could be sent to me?

A: Dear customer, we would like to tell you that we have sent the code to you via email.

Aisha Depina Time: 2025-09-02 13:56

Q: I would greatly appreciate it if you could provide the tracking number and the courier information so I can monitor the delivery status. Thank you in advance for your assistance. I look forward to your response.

A: Dear Aisha Depina, We would like to tell you that your item departed USPS facility in PROVIDENCE RI DISTRIBUTION CENTER on September 3, 2025 at 12:00 am. The item is currently in transit to the destination. You will receive it soon.

Lexa Caban Time: 2025-09-02 12:54

Q: I need a refund of my last pair of glasses that was never delivered to me

A: Dear Caban Lexa, We are sorry to tell you that your package is returned to us.We sent many emails to you, but you don\'t reply us. Is the address the same as last one ? Please don\'t worry. We will try our best to make sure that you can receive your package. Would you please double check your address and tell us if it is correct? If it is incorrect, please tell us the correct one. When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated.

Lexa Caban Time: 2025-09-02 12:52

Q: I would like to get a refund on this is been a month I ask for it !

A: Dear Caban Lexa, We are sorry to tell you that your package is returned to us.We sent many emails to you, but you don\'t reply us. Is the address the same as last one ? Please don\'t worry. We will try our best to make sure that you can receive your package. Would you please double check your address and tell us if it is correct? If it is incorrect, please tell us the correct one. When we receive your order, we will redeliver it to you. Your patience and understanding will be greatly appreciated.

clovergirl119 Time: 2025-09-02 10:45

Q: Is my order shipped or still waiting to be shipped?

A: Dear customer, We are sorry to tell you that your package is in transit to the US. During this time, the tracking information will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

Jennifer Jordan Time: 2025-09-02 09:25

Q: Hello, I would like to return my 3 pairs of glasses. I can only see from a small window(straight line) in the glasses. The larger lenses are better but when I look to the side(left or right) they are blurry. They are worse with night driving. Let me know what I need to do to return. Thanks.

A: Dear Jennifer Jordan, 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?

laguerrerainvensible Time: 2025-09-02 08:44

Q: Saludos en mi última orden de espejuelos el estilo Emilio utilice el espejuelo y al limpiarlo se guayo el lente y se limpió con el pa?o que trae

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

Rashid Chin Time: 2025-09-01 21:43

Q: Hello I order some frame sometime ago. It’s in my cart activities . Are these frames still available the omo frame

A: Dear Rashid Chin, Would you please send us the names and colors of these frames ?

sandra_merced Time: 2025-09-01 16:35

Q: Ya marqué los espejuelos que deseo pero no logro pagar

A: Dear Sandra, We would like to tell you that you can use discount on our website.

vtx962 Time: 2025-09-01 15:47

Q: Hi I ordered two pairs of transition glasses on 9/1/25 on the Jardine it shows no tint I wanted the brown transitions. Can yo make the correction or do I need to cancel and resubmit ? oreder#20925011044206.

A: Dear ROBERT DE SANCTIS, We need to confirm the prescription with you since sph value of right eye is negative and sph value of left eye is positive. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Stokes D Time: 2025-09-01 15:32

Q: Hello, Can you please tell me how much longer before I will receive my glasses? I really need them. I understand it takes time. Is there a way I can may the processing faster? Thank you.

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

Lisa Bloom Time: 2025-09-01 15:15

Q: Before I place my order I was wondering what the average time it takes for processing and delivery? I can find no information anywhere.

A: Dear Lisa Bloom, We would like to tell you that you can check processing time and shipping time here: https://www.wherelight.com/helping/faq

white_erin_20 Time: 2025-09-01 15:04

Q: My order says that it has been delivered when I track it through DHL. However, I did not receive it. Delivery date shows August 20, and I was home all day.

A: Dear Erin White, We have checked the tracking information and it shows that the package has been delivered to your community mailbox, parcel locker or apt./condo mailbox. Do you check mailbox ?

Brenda Rodriguez Time: 2025-08-31 20:14

Q: Need to return some eyeglasses the lens not correct

A: Dear Brenda Rodriguez, We are sorry to hear that, but would you please tell us which pair has problems ?

pierce laurel Time: 2025-08-31 18:21

Q: I was wondering if I could change the tint color on glasses from fushia to black

A: Dear Pierce Laurel, We would like to tell you that we have changed fushia to Phantom Black Tint. You can check the picture below.

Joshua Barnes Time: 2025-08-31 16:27

Q: My glasses were smudged or scratches in the middle...I tried cleaning but its in the glass. I can't see out of them as it in direct view..

A: Dear Joshua Barnes, 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?

Autumn Fowler Time: 2025-08-30 23:47

Q: I attempted to upload my prescription but your site doesn't seem to allow me to put in my PD, which is 56. Why is this?

A: Dear Autumn Fowler, 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. You can check the frames in this link: https://www.wherelight.com/eyeglasses?gooodsSort=1&pd=56

Tori Wheeler Time: 2025-08-30 16:35

Q: I ordered and paid for transposition glasses and they barely tint in the direct sun

A: Dear Tori Wheeler, 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.

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