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Ordering Help

Ordering & Prescriptions

Insurance

Rebates & Discounts

Shipping

Return Policy

Customer Service

Ordering & Prescriptions

Can I order contact lens refills if I am not a Kaiser Permanente member?

Yes. Nonmembers may order contact lens refills through Kaiser Permanente Eye Care and receive the same great prices, fast turn-around and free delivery on annual supplies. Call our Contact Lens Refill Center at 1-800-664-9225 press 3 or visit one of our optical locations. Please bring a current contact lens prescription. Any rebates will automatically be sent with your order, or can be printed here.

Can I order first-time lenses by calling the Contact Lens Refill Center?

No. Typically your eye care provider will fit you with your initial set of lenses and give you a prescription for reordering. Use this prescription to order additional lens supply from the Refill Center.

Can I reorder gas permeable (hard) lenses?

Yes.

How do I get a copy of my contact lens prescription?

If you are a Kaiser Permanente member, you can access your eyeglass and contact lens prescriptions on the Kaiser Permanente member website. After logging in, click on Letters & Vision Prescriptions under Medical Record. Or call the Contact Lens Refill Center at 1-800-664-9225 press 3 and provide your member number. We will look up your prescription and send a copy to you. If you do not receive care at a Kaiser Permanente Eye Care location, request a copy of your contact lens prescription from your eye care provider.

How long is my prescription valid?

Contact lens prescriptions are usually valid for two years, with some exceptions. Regular eye exams help to maintain good eye health.

Insurance

Can I use my Kaiser Permanente optical benefits when reordering contact lenses?

Yes. Combining rebates and benefits offers the best pricing.

How do I find out if I have optical benefits?

If you are a Kaiser Permanente member, there are several easy ways to find out what eye care services are covered by your plan:

  • Call our Contact Lens Refill Center at 1-800-664-9225 press 3.
  • Log in to the member web site. Under Health Coverage, select Benefit Usage Status then select the current year; under Select Benefit Type choose Optical.
  • Call Kaiser Permanente Member Services at 1-888-901-4636 Monday–Friday from 8 a.m.–5 p.m. Or send an email.
  • Ask our optical staff when visiting an eye care location.

Does Kaiser Permanente Eye Care accept other vision insurance?

No. However, we will send you an itemized receipt with each contact lens order that you may submit to your insurance company for reimbursement.

Is it possible to use my Flexible Spending Account to purchase contacts?

Yes, just use your Flexible Spending Account (FSA) Visa or MasterCard to pay for your purchase or submit the invoice sent with your order for reimbursement.

Rebates & Discounts

How do I know if there is a rebate on a lens product?

Our Contact Lens Refill Center will let you know of any rebates or special discounts on the product that you use. Mail-in rebate forms will automatically be included when your order is shipped, or print them here.

How do I use the Federal Employee discount on contacts?

Federal employees, retirees and U.S. military and their dependents receive 20% off a contact lens purchase once each year, per person. Kaiser Permanente membership is not required. You may use this discount by calling our Contact Lens Refill Center at 1-800-664-9225 press 3 or in person at a Kaiser Permanente Eye Care optical shop. Please show ID or identify yourself as a Federal employee, retiree or military member.

Shipping

How long does it take for my order to ship?

Your order will be shipped immediately after your prescription is verified, which typically takes 24 hours. Orders placed after 2p.m. PST weekdays or on weekends will not be processed until the following business day. Orders being sent overnight delivery must be placed by 3 p.m. PST for same day processing. Deliveries are made on weekdays only.

What does shipping cost?

Annual supplies and orders of $100 or more ship FREE. All other orders ship standard USPS for $10. Need them fast? UPS Next Day is available for $20.99.

Can you ship to a PO Box or APO/FPO?

Orders are shipped within the continental United States, Hawaii and Alaska only. Post Office boxes and military APO/FPO addresses are allowed. We are unable to offer delivery to international addresses at this time.

Return Policy

What is the return policy?

If you have a problem with your new contact lenses, please talk to your Kaiser Permanente eye doctor about an adjustment, exchange, or refund within 30 days of purchase. If you are a nonmember or a Kaiser Permanente member that does not receive care at one of our contact lens locations, please contact Eye Care Customer Service at 1-800-664-9225 press 3 Monday through Friday from 8 a.m.–5 p.m. PST

Customer Service

How do I reach Eye Care Customer Service?

Kaiser Permanente Eye Care is happy to answer any questions about your contact lens order. You may reach Eye Care Customer Service at 1-800-664-9225 press 3 Monday through Friday from 8 a.m.–5 p.m. PST. After hours, please leave a phone number where we may reach you during business hours the next business day.