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Jordan Herndon Time: 2026-01-13 10:19

Q: I have about 8 pairs of glasses from you guys that are damaged or broken in one way or another. I just want to know if I can exchange or send them in to be repaired?

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

Donald Quick Time: 2026-01-13 09:02

Q: I'm a bit disappointed my order hasn't entered the tracking system yet. What's up?

A: Dear Donald Quick, 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.

Stacey Carter Time: 2026-01-13 08:51

Q: FOR SOME REASON I AM UNABLE TO USE MY GUSTO OR VENMO DEBIT CARD THAT I USE EVERYWHERE ELSE. WHY IS THIS A PROBLEM? I WANT TO PURCHASE YOUR GLASSES AND YOU ARE NOT LETTING ME!

A: Dear Stacey Carter, We are sorry to hear that, do you log in your account, find the order and try to pay it again ?

Autumn Morris Time: 2026-01-12 20:27

Q: The glasses I ordered to not match the ones online.they show a different color. I would like to return . When I click my order number I do not see a return button to select

A: Dear Autumn Morris, 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?

Courtney Daniels Time: 2026-01-12 16:33

Q: I paid EXTRA for faster shipping on Jan 2, 2026. My shipping status since Jan 7, 2026 has been stating that the shipping label was created Jan 7, 2026 but it has NOT changed, shipped, NOTHING!!!!!! It states that the shipping label was created in Cary, NC. I LIVE IN NC! 2 HOURS FROM CARY!!! I COULD HAVE ALREADY DRIVEN TO CARY & PICKED MY GLASSES TF UP! I NEED MY GLASSES! My other pair is broken!!! What the hell is going on?!?!!!! I need answers or I'm reporting y'all to the Better Business Bureau! I feel like I'm being scammed out of my money!

A: Dear Courtney Daniels, We are sorry to tell you that your package is in transit to the US. Our factory is located in China, so we need to ship glasses from China to the US first,During this time, we don\'t offer that tracking information,so the tracking information of USPS will not be updated. After it arrives in the US, the tracking information will be updated by USPS soon.

deniceja Time: 2026-01-12 16:06

Q: My order is 21225261131584 no.(81013) color (brown)Multifocal Lens.This lens come with a click lens,the regular lenses is supposed to be No Tint.The question is can I return and the company change the glass?

A: Dear Denice Fernandez, 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?

Phyllis Brown Time: 2026-01-12 13:09

Q: If you correct the order with the glasses still in my que I would appreciate. But I do want a immediate refund of the difference. You can see the Rx is different and my address is corrected. Please apply all corrections and expedite asap

A: Dear Phyllis Brown, Would you please tell us whether you want glasses in the order#80126092205192 ?

Hopkins Lena Time: 2026-01-12 11:45

Q: I paid for express shipping and my order has been processed and has a shipping label and has never been shipped and has been sitting since 1/7/26. If I had known that I would’ve never paid for it thinking I would get my glasses faster. I have purchased over 10 pairs this year and I’ve never had this experience. I would like a refund for paying for expressed shipping. As of now it’s still not in transit. This is not fair and it isn’t right. I love this company. This would be my first time ever experiencing something like this.

A: Dear Hopkins Lena, We have checked tracking information and it shows that the package is expected to be delivered this week.

reyerosangelbaldwin Time: 2026-01-12 11:31

Q: I don’t understand why it’s asking for a PD. I don’t know what that is. Could you explain I can email you the prescription?

A: Dear customer, Pupillary Distance (PD) is the measurement, in millimeters, of the distance between the centers of the pupils of your eyes. This measurement is crucial for ensuring the correct alignment of lenses in eyeglasses, so that you look through the optical center of each lens for clear and comfortable vision. If you don\'t know your PD,you have rights to contact your doctor/optometrist to get your accurate PD value, or you can download this APP to measure it: https://www.glassifyme.com/pd-meter-app/ .

pb01281953 Time: 2026-01-12 10:41

Q: You processed order 81225062215496. Which is Old. I checked before I selected the new glasses and my new Rx updated my address.snd yet it picked all old information.you can process the new with my update info (address) or totally refund please hasen in your decision. Thank you. Phyllis Brown

A: Dear Phyllis Brown, Would you please tell us whether you want glasses in the order#80126092205192 ?

barth.melaniefp69 Time: 2026-01-12 07:03

Q: When will I be receiving my glasses.... ive been very patient

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

lizzi langston Time: 2026-01-11 19:33

Q: I made a purchase but for some reason the package was not sent to the incorrect place. I would like to have this resent please or a full refund. Thank you for you attention to this matter.

A: Dear Lizzi Langston, We are sorry to hear that,would you please double check the address you filled below? Is it correct ?328 County Road 859,Fort Payne,AL,25651-6263,US

Madeline Alvarez Time: 2026-01-11 16:27

Q: I have not received the product, the postal service indicates that it was delivered on January 9, 2026 at 2:45 pm if you can help me resolve the situation because I need the glasses urgently . I will be very grateful to her. Order: 81225261356372 track:9200190279541018925079

A: Dear Madeline Alvarez, Concerning your case, we can remake the eyeglasses for you. Would you please tell us whether you can accept it ?

Phyllis Brown Time: 2026-01-11 10:09

Q: I was ordering my new Rx and editing my address! Ur website picked up a old order incorrect address and over charged me .I would like a total refund and I will order with someone else if this cannot be handled in a timely manner

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

Hillary Turk Time: 2026-01-11 09:16

Q: Trying to the chat feature for live real time communication……I order a long time audio and was able to chat live bit more I find see an option to do so…can you please help? Thanks you, Hillary

A: Dear Hillary, About production time and shipping time, you can check here: https://www.wherelight.com/helping/faq Bogo discount can be applied to $1 glasses, but the total price of each pair should be over $15.

ashleysuazokratzer Time: 2026-01-11 09:10

Q: I placed three orders, and they are no longer showing on my account, yet the money had been taken out of my bank account for each. I never received verifying emails. Can you please email the itemized receipts to send to my insurance company for reimbursement. Also, can I have tracking numbers on each order. Lastly, can you please resolve the issue preventing me from seeing my orders on my account. I really hope this wasnt' a scam and that I was just ripped off almost $200. I am a single mother with a special needs child (5 of the pairs are for her) and can't afford to buy more. I only took a picture of one of the three orders not realizing they'd disappear from my account. Also, my prescriptions have disappeared. Order #: 20126091707504

A: Dear Ashley Kratzer, We would like to tell you that we sent confirmation emails to your email address: ashleysuazo@rocketmail.com We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

ashleysuazokratzer Time: 2026-01-11 09:07

Q: I placed three orders, and they are no longer showing on my account, yet the money had been taken out of my bank account for each. I never received verifying emails. Can you please email the itemized receipts to send to my insurance company for reimbursement. Also, can I have tracking numbers on each order. Lastly, can you please resolve the issue preventing me from seeing my orders on my account. I really hope this wasnt' a scam and that I was just ripped off almost $200. I am a single mother with a special needs child (5 of the pairs are for her) and can't afford to buy more. Order #20126091707504 for one of them. I don't have the other two order numbers

A: Dear Ashley Kratzer, We would like to tell you that we sent confirmation emails to your email address: ashleysuazo@rocketmail.com We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Hillary Turk Time: 2026-01-11 09:03

Q: I wrote an email last night but have not received an answer… You used to have a chat feature that was live. Do you not have that anymore? I’m going to be leaving town and I wanted to order but I need to know what your current turnaround time is if I order from the US how long it would take to get them? today is January 11 here in the United States… could someone get back to me ASAP and let me know if you still have the chat feature how I can find it… Thank you

A: Dear Hillary, About production time and shipping time, you can check here: https://www.wherelight.com/helping/faq Bogo discount can be applied to $1 glasses, but the total price of each pair should be over $15.

ashleysuazokratzer Time: 2026-01-11 08:53

Q: My orders have disappeared from my account and I no longer see the processing status. The money for each order was taken out of my accounts. I never received confirmation emails either. Can I please have the tracking numbers and itemized receipts of my purchases to submit to my insurance.

A: Dear Ashley Kratzer, We would like to tell you that we sent confirmation emails to your email address: ashleysuazo@rocketmail.com We need to confirm the prescription with you. Would you please take a photo of your prescription and attach it in the email so that we can check it for you ?

Teresa Santana Time: 2026-01-11 08:47

Q: Please provide a status on Order Number 81225291430536 315237. They were suppose to ship last week but there haven't been any updates on the order since 1/7/2026

A: Dear customer, 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=1ZG841J50305552364&requester=WT/trackdetails

Erica Time: 2026-01-11 08:37

Q: Can you please update on when order will be shipped? Status currently say label has been created. It has been in this status since January 7. Thank you order number 81225281943451

A: Dear Erica, 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.

slaintephotography Time: 2026-01-11 05:55

Q: I put in the wrong pd for my recent order. It should be 62, not 63. Order number 80126110428311. Can you please fix it for me?Thank you! Hollyer Somerly

A: Dear Holly Ellingson, We would like to tell you that we have corrected them for you

Mary Grace Johnson Time: 2026-01-10 15:54

Q: Order 80126101551166 is ordered to the wrong address, please cancel order or ship to 5515 w market street greensboro, NC 27409

A: Dear Mary Grace Johnson, We would like to tell you that we have corrected it for you

haeleyrojas1252 Haeley Time: 2026-01-10 13:55

Q: Hi I just placed and order my order number is #80126101342405 but I accidentally put the around address the new address I would like to send it to is 909 S Biljac st LAs Vegas, NV 89145

A: Dear Haeley Rojas, We would like to tell you that we have corrected it for you

Lenae Davis Time: 2026-01-10 13:32

Q: Missing order- placed on December 11th and never received It. Order #- 81225111539349

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

Michelle Cruz Time: 2026-01-10 11:03

Q: Order 80126021030228. Hi! I’m just reaching out because I order three glasses an I only see two as being checked. Any reason why number three isn’t in the update? Much thanks.

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

myshelasia Time: 2026-01-10 10:05

Q: need to do a refund for 2 of the 4 glasses i ordered

A: Dear Michelle Young, 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 $125 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.

Violet Time: 2026-01-10 08:46

Q: I am wondering why there is no option for a positive cylinder in the prescription

A: Dear Violet, Would you please tell us whether you want to choose bifocal with line lenses ?

Debbie Mc Grow Time: 2026-01-10 01:13

Q: Order #21225011629531 Hi one of my clip on lens did not arrive the black polarized for my order all the rest of my order was amazing As i ordered this for all the lens it came with could you please send me the black ones too clip on model number 004 (2351D) black Multifocal Lens

A: Dear Debbie Mc Grow, We are sorry to hear that, would you please take a photo of all things you received from us ?

Phyllis Brown Time: 2026-01-09 22:30

Q: Charge my card in error to a old order wrong Rx and wrong address please refund so I can correctly order new Rx.

A: Dear Phyllis Brown, We can change the order for you directly, are you sure that you want a refund ?

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