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Consulting Servive Center

Deborah Gleason    Time: 2023-03-10 14:39
Q: Where are my glasses
A: Dear Deborah Gleason， Our customer service had contacted you by email and phone message. Please check it to confirm the prescription.Thanks for your understanding.
Deborah Gleason    Time: 2023-03-10 14:37
Q: I have not received my glasses. Can't get into with anyone. Very upset
A: Our customer service had contacted you by email and phone message. Please check your email msdlgleason@gmail.com to confirm the prescription.Thanks for your understanding.
DaileySherry    Time: 2023-03-10 13:59
Q: Is my prescription on file
A: Dear DaileySherry, Your prescription is on file. But please update it if it has any changes the next time you order. Thank you.
Ledariah Dunlap    Time: 2023-03-10 11:08
Q: Hello, I recently received my purchase. The quality of the glasses were not what I expected. How do I go about returning these items? Thank you!
A: Dear Ledariah Dunlap， We are sorry to hear you are having difficulties with your glasses. Our factory is in China and it will cost a lot to return them.You can keep those glasses and email to service@mail-wherelight.com for help.Or you can ask our after-sale center for help. They will help you with your problem. Thank you.
ChristineSoignier    Time: 2023-03-10 10:17
Q: Order # 8230224162215 The shipping label was created on March 7th, however USPS still does Not have possession and had not been scanned in by USPS. When will they sent out? When should I receive another update that USPS has my order?
A: Dear Christine Soignier, Your item departed our USPS facility in RALEIGH NC DISTRIBUTION CENTER on March 10, 2023 at 8:53 pm. The item is currently in transit to the destination. You can expect to receive your package in 7-10 working days. Thank you for your patience.
Betty Brisco    Time: 2023-03-10 07:26
Q: I purchased glasses a few years ago. I broke the geometric pair. I can,t remember the name of them. Can you tell the name so I can purchase again? Thank you
A: Dear Betty Brisco, The frame your purchased a few years ago was out of of stock. You can purchase another frame. We have a wide selection. You are sure to find the one you like.
AngMartin    Time: 2023-03-10 06:15
Q: What is my tracking number?
A: Dear AngMartin, Your order was sent via DHL ECOMMERCE,the tracking number is CNDFY82302261913372. It is on the way fram China to the US. It takes 15-20 days to receive it.Thanks for your patience in advance.
VimS    Time: 2023-03-10 05:52
Q: My order was never received despite the website saying it was delivered. 82302241318579
A: Dear VimS, Your item was delivered in or at the mailbox at 5:56 pm on March 4, 2023 in RICHMOND, VA 23221. Please check it first. Please email to service@mail-wherelight.com if you still can\'t find it.
Vim Shye    Time: 2023-03-10 05:50
Q: Hi there! I need to get a refund for order #82302241318579 because it was never received.
A: Dear Vim Shye, Your item was delivered in or at the mailbox at 5:56 pm on March 4, 2023 in RICHMOND, VA 23221. Please check it first. If you still can\'t find it. Please feel free to contact us.
MaryKayDrennen    Time: 2023-03-08 07:14
Q: I try and try to check the status of my order but all it tells me is that I should write a review for them but since I haven't received them, that's not something I can do. Please tell me where my order is! I placed my order on the 27th of February. Thank you!
A: Dear MaryKay Drennen, we are sorry for the delay. 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=9300158528657849205050 You will receive it soon.
cathy    Time: 2023-03-07 03:26
Q: May I buy frames only and have my optometrist fit the lenses here in Australia please?
A: Dear Cathy, some of our frames can not be processed with prescription lenses, so we suggest you to ask your local optometrist about the frames before you place the order.
PriscillaLepine    Time: 2023-03-06 15:10
Q: Why is my order that is over $69 showing a shipping fee?
A: Dear Priscilla Lepine, do you choose economy shipping ?
kayMelton    Time: 2023-03-03 15:45
Q: I need to make sure my PD is right From pupil to pupil is 6 1/2 so I am assuming that 65 that’s what I put can you please check for me thank you. And the cylinder is DS. I sent an image of my prescription.
A: Dear kay Melton, we have checked your order and the prescription you filled in the order is correct.
Tyana    Time: 2023-03-01 12:51
Q: what insurances do you take?
A: Dear Tyana, we accept FSA and HSA.
Bev    Time: 2023-03-01 09:06
Q: I have never ordered prescription glasses on line so I can't seem to put the PD distance? It won't allow me to put the number I have on my prescription? Now what do I do?
A: Dear Bev, would you please tell us your PD value and tell us which frame you want to order ?
ClarissaHughes    Time: 2023-03-01 01:27
Q: 1. I thought there was a buy 1 get 1 free sale. What is the code for that? 2. Can I use my $10 off for doing reviews with another coupon code? 3. Is there free shipping still available? Thanks and I love all of my glasses I get from you!
A: Dear Clarissa Hughes, we are sorry to tell you that our buy one get one free discount is ended. 2. We are sorry to tell you that you can only use one code in one order. 3. The free shipping is only for United States/Canada/UK area temporarily. And your order grand total is over US$69. And you need to choose Economy Shipping.
Ciara McBride     Time: 2023-02-28 20:51
Q: Can I fix the address for my shipment?
A: Dear Ciara McBride, Would you please tell us your correct address ?
SehajpreetKaur    Time: 2023-02-28 01:07
Q: I have my old lenses but only want a new frame. How can I get to do that?
A: Dear Sehajpreet Kaur, sorry, did you bought the glasses on our website before ?
Tonya    Time: 2023-02-25 10:35
Q: How do I choose transitions, clear lenses inside and darkening to sunglasses in sunlight.
A: Dear Tonya, we would like to tell you that you can choose photochromic tints in the lens tint.
Chell    Time: 2023-02-24 19:28
Q: Do you ship to Alaska? Do you have health claim forms for insurance?
A: Dear Chell, we would like to tell you that we can ship the glasses to Alaska. And we can offer you the invoice.
Denekadavis    Time: 2023-02-23 22:41
Q: i want to add a pair glasse to my order how can i do that
A: Dear Sandria, We are sorry to tell you that we can not add other glasses in your order. You can place a new order and we can refund you the shipping fee of the new order. And we will ship the two orders out together. Would you please tell us whether you can accept it ?
LauraAdams    Time: 2023-02-21 20:51
Q: I would like to track my order, can someone help me? When will I receive it?
A: Dear Laura Adams, we would like to tell you that we will ship your order out this week.
OctaviaMarshall Moy    Time: 2023-02-18 16:41
Q: Just checking to see when my order will ship. I place it January 27, 2023 and its almost March.
A: Dear Octavia Marshall Moy, we are sorry for the delay.We will ship your order out this week.
Mariol    Time: 2023-02-17 17:54
Q: If I order a frame with a bigger pd than mine, will I still be able to use them?
A: Dear Mariol, we are sorry to tell you that we suggest you to choose other smaller frame if you can not choose your PD because we can not make this frame with your PD value.
SMA    Time: 2023-02-17 11:19
Q: Do you offer “overglasses”? Or sunglasses that fit over your prescription glasses.
A: Dear customer, sorry, do you mean that you want clip-on eyeglasses ?
Judith BeattieRyan    Time: 2023-02-15 20:49
Q: I re-opened my Paypal acct. To pay and get my glasses order finished i don’t know where to go on your site to go. I looked at pay@wherelight.com and only got an email. I don’t why I can’t just pay with my mastercard debit or credit card, which it says I can do on you site. Please tell me what to do or where to go.
A: Dear Judith BeattieRyan, we are sorry to tell you that we only accept paypal to pay the price difference.
NanciMaguire    Time: 2023-02-15 09:00
Q: Reading glasses are +2.25 and +2.50 Distance is -.50 and .25 Any more questions?
A: Dear Nanci Maguire, ok, we have changed the readers and changed negaitive sph values to positive values. We will process your order.
GaryNaiman    Time: 2023-02-15 09:00
Q: I am trying to get the status of my eyeglass order placed and paid for on my cc on 2/4/23. When I try to leave a ticket for a consultant to contact me contact me, the system refuses to accept my message as an error? My order # is 22302031338123 I'm becoming a bit concerned about the lack of response
A: Dear Gary Naiman, Your package is moving within the USPS network and is on track to be delivered to its final destination. It is currently in transit to the next facility. You will receive it soon. You can check the shipping status at https://tools.usps.com/go/TrackConfirmAction?tLabels=9300158528622269822804
NanciMaguire    Time: 2023-02-14 12:43
Q: Yes I even got a pair from my Dr
A: Dear Nanci Maguire, are you sure that the sph values of both pairs are all negative ?
NanciMaguire    Time: 2023-02-13 16:32
Q: Please respond I do not have the capability to download anything since I do not own a cell phone. You can contact me by phone or email You have had this order for weeks and you never let me know there is a problem my phone is 352-489-8537 Please Resond
A: Dear Nanci Maguire, are you sure that you have 2.50 prism values ?
Question:
If you have any questions about our products and service, please leave a message. Our customer service members will answer your questions as soon as possible. Before you ask the questions, we suggest you make sure your email address is correct. Our customer service staffs are very happy to answer every question you will ask no matter what kinds of complaints and suggestions you give for we take customers as our gods.
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