NEW LOGIN PROCESS: Use your kp.org log in username & password to access your kp2020.org account. We retired your kp2020.org login credentials.

Frequently Asked Questions

Q: How do I order eyeglasses?
A: Visit 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 Visit 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.

First time progressive (i.e., no-line bifocals) wearers may need to practice these tips while wearing their new glasses for their vision to feel natural.

  • Distance: Turn your head but keep your gaze centered in the glasses when looking in the distance. One trick is to point your nose toward the object at which you’re looking.
  • Near/Reading: 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 you’re still not seeing clearly with your glasses, call your Optical Center.

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.


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: In-stock contacts will arrive via UPS or USPS Ground in about 3 to 5 business days from the date of order. Specialty contacts may take a little longer. You can check the status online at My Orders.

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:

  • Sudden vision change
  • Hurt or itchy eyes
  • Red eyes
  • Watery eyes
  • Overly light-sensitive eyes
  • Unusual eye secretions

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.

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:

  • Single vision (spherical) soft lenses - $79
  • Toric (astigmatism), bifocal, and rigid gas permeable (RGP) lenses - $119
  • Specialized lenses - $249
For more information click here.


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 cannot apply outside insurance to an order, but we can help you fill out reimbursement forms. Please contact your Optical Center to find out how.

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.

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.
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. Bring your glasses into your Optical Center for assessment. 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.
keep-alive