Consulting Servive Center

A: Dear Nicole Chandra, We are sorry to tell you that we can not make Navigator with prescription lenses now, so you can not choose prescription lenses now.

A: Dear Briggs, We would like to tell you that your item departed USPS facility in COPPELL TX DISTRIBUTION CENTER on October 20, 2026 at 12:57 am. The item is currently in transit to the destination. You will receive it soon.

A: Dear Ashley Wang, We would like to tell you that your item departed the USPS facility in COPPELL TX DISTRIBUTION CENTER on October 20, 2026 at 12:57 am. The item is currently in transit to the destination. You will receive it soon.

A: Dear customer, We would like to tell you that your order is being processed now.

A: Dear Jose Diaz, We noticed you declined the PayPal payment. Could you kindly share the reason for this? Let me re-clarify your order pricing: UrbanChic 88009 brown: $64.95 Fleck 59114 pink: $62.00 Woolf 7135 tortoiseshell: $72.32 Your order applied the BOGO50 discount. Under this promotion: ✅ UrbanChic 88009 brown & Fleck 59114 pink qualify for the BOGO50 offer, so you only pay half of their combined price: ($64.95 + $62.00) / 2 = $63.475 ✅ Woolf 7135 tortoiseshell is not included in the BOGO discount and is charged at its full price: $72.32 ✅ Plus shipping: $6.95 Total: $63.475 + $72.32 + $6.95 = $142.74 The total amount charged of $142.74 is accurate. Could you please cancel the open dispute/case on PayPal at your convenience?

A: Dear customer, 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 $76.98 coupon . 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 cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

A: Dear Andrea Bull, Sorry for this, we will cancel your order and will refund you money.

A: Dear Patricia Chapman, We are sorry to hear that,would you please tell us which pair is incorrect ?

A: Dear Dominique De lange, We would like to tell you that it is Evri Limited . And tracking number is H01SRA0096918112

A: Dear customer, 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 $76.98 coupon . 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 cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

A: Dear Laura Richardson, 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?

A: Dear Triny Perez, We are sorry to hear that,would you please tell us which pair you want to return and the reason why you want to return ?

A: Dear Triny Perez, We are sorry to hear that,would you please tell us which pair you want to return and the reason why you want to return ?

A: Dear Jody A Levasseur, We would like to tell you that we have emailed you the receipt.

A: Dear janice Pough, Sorry, the prescription shown in the picture is incomplete. Could you please confirm if your Add value is 2.25? We sent the emails to you, but you don\'t reply us, if you can receive this email, please reply us asap.

A: Dear Ali Wagner, 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?

A: Dear Sangive Ranchhod, We find that there are add values in your original Rx, are you sure that you want single vision distance glasses ?

A: Dear Sangive Ranchhod, We find that there are add values in your original Rx, are you sure that you want single vision distance glasses ?

A: Dear Debra Holiday, The PD is very important to your vision. We need to make the lenses according to your PD. If you insist on making glasses with incorrect PD, you may feel uncomfortably when wearing these glasses. In this case, we\'ll not support refund and remake, only offer coupon. Are you sure about this? Please let us know your final decision.

A: Dear Bianca, Do you log in your account and try to change your address first ?

A: Dear customer, You can check the production time and shipping time in these links: https://www.wherelight.com/helping/faq?pinfo=2-4 https://www.wherelight.com/helping/faq?pinfo=2-3

A: Dear Jennifer Comer, We are sorry to tell you that the frame#Iantha 58082 blue is out of stock temporarily, so your order is delayed. Do you want to change other different frame or cancel the order directly?

A: Dear Janice Carter, 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?

A: Dear Florence Bere, Would you please tell us whether the new email address is fbere582@gmail.com ?

A: Dear Jayda Wiebe, We are sorry to tell you that we don\'t know the accurate time, could we remove this pair from your order, refund you price difference and ship other completed glasses out ?

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

A: Dear carrie kramer, We are sorry for the delay. We asked our factory and they said that there is a little flaw on the lenses#Dabria 30412-1 purple,they need to remake lenses. So your order is delayed,we will rush the order for you and ship your glasses out this week.

A: Dear customer, ADD stands for Addition. It is the extra magnifying power added to your distance prescription for near vision, used for reading, phone use and other close work. It is required for progressive / bifocal lenses to correct presbyopia (difficulty focusing on near objects, common after age 40). ADD is always a positive value, normally the same for both eyes. If you only order single-vision glasses for distance, you do NOT need to fill in the ADD value.

A: Dear Dana Griffo, 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 $55 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 cannot be combined with other promo codes in a single order, and it cannot be applied toward shipping fees.

A: Dear Kaverri, We completely understand how frustrating this is, and we want to do everything we can to figure out exactly what\'s going on. To help our optician team accurately diagnose the issue, could you first let us know if you have a previous pair of glasses made with this exact same prescription? If you do, would you mind taking two quick photos for us? First, put on that old pair of glasses and take a clear photo of you wearing them Second, put on the glasses you purchased from us and take another clear photo This will allow us to carefully compare the fit, alignment and prescription accuracy, which will help us resolve this for you as quickly as possible.