Frequently Asked Questions
| Q: | How do I order eyeglasses? |
| A: | Book an appointment with your Optical Center to get your personalized fit and style with help from our experienced opticians. All you need is a valid prescription. |
| Q: | What is the status of my eyeglass order? |
| A: | Simply check your order status on My Orders. |
| Q: | What are the prices of your eyeglasses? |
| A: |
Complete single vision pairs with anti-glare start at $99.1
When you apply your benefit, you may have low to no out-of-pocket cost.
You can get standard plastic single vision eyewear starting at $69 and multifocal eyewear at $149.2
Book an appointment with your Optical Center to get your eyeglasses.
1Choose from our $20 frames, add polycarbonate lenses ($30) to your single vision eyewear ($49) for a total of $99. Get anti-reflective coating at no charge for single vision lenses only (not including CR-39 or glass lenses). 2Choose from Vision Essentials’ collection of $20 frames and add standard, plastic single vision lenses at $49 (for a total cost of $69) or add standard, plastic multifocal lenses at $129 (for a total cost of $149). |
| Q: | Why am I having issues wearing my new glasses? |
| A: |
Keep in mind that getting comfortable with a new pair of glasses, especially one with a new prescription, will take a few days. Progressive glasses may take a little more time to learn, especially if you have never worn them before. Practice the following tips while wearing them to help your vision feel natural.
Distance
Turn your head but keep your gaze centeredin the glasses when looking in the distance. Point your nose toward the object you’re looking at. 
Mid-Range
When working at your computer, look straight ahead at the monitor. Head adjustment may be needed. 
Near
Lower just your gaze straight down to look at near objects. Do not drop your head down to read. The closer the object, the more you need to lower your gaze 
If after two weeks of wearing your new glasses you’re still not seeing clearly, book an appointment with a Kaiser Permanente optician. |
| Q: | What if my glasses touch my cheeks or eyelashes? |
| A: | Try Universal Fit frames. Click to learn more. |
| Q: | Can I have new lenses put in my own frame? |
| A: | It depends on the condition and type of your frame. Your optician will determine if the frame is suitable for reuse. Frames that are not suitable include older frames or frames with bone, wood, gold, or other exotic parts. |
| Q: | Is there a cost to reuse my own frame? |
| A: | Yes, a fee of $25 will be applied to offset the additional handling & processing. This fee is waived if our records indicate that the frame was originally purchased from Kaiser Permanente. |
| Q: | If I order new lenses for my own frame, what happens if my frame or lenses are lost or damaged in the process? |
| A: | While we use the utmost care, there is a chance that your frame or lenses may get lost or damaged beyond repair. By choosing to reuse your glasses, you accept the risk that we may have to replace your frame or lenses with different product of comparable value from our current selection. |
| Q: | How do I order contact lenses? |
| A: |
Online
The most convenient way to order contacts is on kp2020.org with shipping at no charge. When you apply your benefit, you may have low to no out-of-pocket cost. Rigid gas permeable (RGP) and specialty contact lenses can only be ordered over the phone or in-person at your Optical Center. Phone or In-Person
You can also order over the phone or in-person at your Optical Center. Members under 13 years old will need to order contact lenses over the phone or in-person at your Optical Center. Plus, get shipping at no charge. |
| Q: | Why am I not able to order my contact lenses online? |
| A: |
We apologize for the inconvenience.
If your prescription is not available or seems incorrect on kp2020.org:
Please call your Optical Center to enter your prescription into our system right away.
If your contacts are not available to order:
Certain types of contact lenses, such as specialty or rigid gas permeable (RGP) lenses cannot be ordered online.
Contacts that have been discontinued by the manufacturer will also not be available.
For help with these types of orders, please call your Optical Center.
If you are having other ordering issues:
Please email us.
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| Q: | What is the status of my contacts order? |
| A: | Just log in and click on My Orders to see the status of your recent orders. |
| Q: | How soon will I receive my contact lenses? |
| A: | Contact lenses are typically received within 3-5 business days of ordering. Check your order status to see when it has shipped. Please note we don’t have the ability to expedite delivery. |
| Q: | What are the prices of your contact lenses? |
| A: | We have great contact lens prices. Check out the price of our most popular lenses or log in to see the price of your contact lenses. Order contacts on kp2020.org, apply your benefit, and get shipping at no charge. And with our Savings Plan for Contact Lenses, you can save $7 per box. The plan pays for itself when you purchase 4 boxes. |
| Q: | Why am I having issues wearing my contact lenses? |
| A: |
The most common issues with contacts are related to cleanliness. Make sure to handle and clean your contacts with a fresh supply of approved lens solutions. Remove your contacts before going to bed, showering, or swimming. Wear and replace your contacts according to the schedule prescribed by your eye care professional. If you experience any of the following, take out your lenses right away and contact your eye doctor:
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| Q: | How do I get copy of my prescription? |
| A: | Click My Prescriptions to see your prescriptions, both current and expired. |
| Q: | How do I get my pupillary distance (PD) measurement? |
| A: | PDs are measured at your Optical Center when we fit you for new glasses. If you just want your PD, we can measure it for $20 which includes a free check of the prescription in your non-KP glasses as well as an adjustment and cleaning. Book an appointment with your Optical Center. |
| Q: | How do I get a prescription for contact lenses? |
| A: |
Getting contacts for the first time starts with an Optometry
eye exam
to determine if your eyes are suited for contacts and to update your prescription.
Next, a Contact Lens Fitter will recommend a type of contacts based on your needs and give you trial lenses to see how well they fit you.
It may take a few visits or trial lenses to find the right fit. Once a fit is found, Optometry will finalize your prescription.
Fitting fees vary according to the type of contact lenses you need:
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| Q: | Can I use my prescription from outside Kaiser Permanente? |
| A: | Yes, we accept valid eyeglass or contact lens prescriptions from a licensed Optometrist or Ophthalmologist. To order contact lenses online using an outside prescription for the first time, call your Optical Center to enter the prescription into our system. |
| Q: | What are my benefits and when can I use them? |
| A: | You can view your benefit amount and availability by logging in and going to My Benefits. |
| Q: | Do you take outside insurance? |
| A: | We only accept Kaiser optical benefit plans. If you have a benefit plan through an outside insurance provider, you’ll pay the full amount upfront and then file a claim with your insurance provider for reimbursement. Keep your receipt, check coverage details such as reimbursement percentage, and follow their process to file a claim. |
| Q: | Can I use my benefit outside Kaiser Permanente? |
| A: |
No, Kaiser Permanente optical benefits can only be used in-network in our Optical Centers or at kp2020.org. Book an appointment to shop for glasses, once you have your prescription Your vision needs are provided by the same team you trust with your health care. Complete pairs of glasses start at $691 for single vision and $149 for multifocal. Check out the price of our most popular contact lenses or log in to see the price of your contact lenses. Order contacts, apply your benefit, and get shipping at no charge. 1Choose from Vision Essentials’ collection of $20 frames and add standard, plastic single vision lenses at $49 (for a total cost of $69) or add standard, plastic multifocal lenses at $129 (for a total cost of $149). |
| Q: | Do I need to be a Kaiser Permanente member to shop with you? |
| A: | You do not have to be a member to get glasses or contact lenses at a Kaiser Permanente Optical Center. However, you must be a Kaiser Permanente member to access personal features on kp2020.org that require you to log in, such as order history. Book an appointment with your Optical Center to shop for glasses. |
| Q: | How do I know if my child has an Optical benefit? |
| A: |
Call your Optical Center to check your child's optical benefits and availability. Children under the age of 19 who are covered by the Pediatric Essential Health Benefit may have no out-of-pocket cost for either a pair of glasses or a 6-month supply of contacts. |
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See additional questions regarding optical benefits. |
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| Q: | Do you have any sales or promotions on glasses? |
| A: |
You can save every day with a complete single vision pair with anti-glare starting at $99.1 You can get standard plastic single vision eyewear starting at $69 and multifocal eyewear at $149.2 When you apply your benefit, you may have no out-of-pocket cost. Our Protection & Savings Plan for Eyeglasses provides 25% off second pairs or 50% off replacements if you damage your glasses. Also, the Savings Plan for Contact Lenses saves you 25% off glasses. 1Choose from our $20 frames, add polycarbonate lenses ($30) to your single vision eyewear ($49) for a total of $99. Get anti-reflective coating at no charge for single vision lenses only (not including CR-39 or glass lenses).2Choose from Vision Essentials’ collection of $20 frames and add standard, plastic single vision lenses at $49 (for a total cost of $69) or add standard, plastic multifocal lenses at $129 (for a total cost of $149). |
| Q: | Do you have any sales or promotions on contact lenses? |
| A: | We offer a Savings Plan that allows you to save $7 per box off our already competitive prices. Log in to see the price of your contact lenses. Order contacts, apply your benefit, and get shipping at no charge. |
| Q: | Why am I not able to log into my account? |
| A: |
If you cannot log into kp2020.org using your kp.org username and password, visit kp.org for help. If you are 13 to 17 years old, create an account on kp.org to access your kp2020.org account. Members under 13 years old cannot access kp2020.org. Please call your Optical Center to access optical services. We apologize for the inconvenience. |
| Q: | Can I access my dependents' information on kp2020.org? |
| A: | No, you cannot access any dependents associated to your kp.org account on kp2020.org. We apologize for the inconvenience. If your dependent is 13 to 17 years old, create an account on kp.org to access their kp2020.org account. As a parent or guardian, you can still access your child’s medical record using Act for a Family Member. Simply sign into your kp.org account and set up access. Any dependents under 13 years old cannot access kp2020.org. Please call your Optical Center to access optical services. |
| Q: | Can you fix my broken glasses? |
| A: | We're sorry your glasses are broken. We can fix certain types of damage. Book an appointment with your Optical Center to see if we can repair then. Depending on the type of repair, there may be a fee. |
| Q: | What is your eyeglass return policy? |
| A: | Glasses can be returned for a full refund or exchanged within 30 days from the date you first receive your eyewear. We will also remake your lenses for free if your prescription changes within 90 days from the date you first receive your eyewear. For details, see Our Guarantees. |
| Q: | What is your contact lens return policy? |
| A: | Contact lenses purchased on kp2020.org or at our Optical Centers can be exchanged or returned for a complete refund within 30 days from the date you first receive your contacts. Contact lens boxes must be returned to an Optical Center unopened, unexpired, undamaged, and unmarked to be eligible for a refund or exchange. |
| Q: | Can I use my FSA to buy glasses or contact lenses? |
| A: | Prescription eyeglasses and contact lenses are eligible spending items for Flexible Spending Accounts. For a full list of Health Care FSA eligible health care services and products, visit the IRS site. |