Frequently Asked Questions 

The following FAQ's applies to Vision Essentials Online Orders, except for the portions of the Site which are referencing services and products found in our retail locations and may be subject to their own statements and policies.

 

What browsers does your site support?

Currently, our site supports Internet Explorer 9 and newer, Mozilla Firefox, Chrome, and Safari. If you have trouble viewing or reaching our site, please email us at kp2020-nw-inquiries@kp.org. Please provide as much detail as possible and we will have our technical team review it.

 

Why didn't I receive my order confirmation email or shipment confirmation email?

Please check your SPAM folders and be sure to add kp2020-nw-inquiries@kp.org to your safe senders list found in your email software settings.

 

Where are my glasses made?

All of our lenses are produced in our own Kaiser Permanente Optical Lab located in Clackamas, Oregon. In addition to supporting our web sales, our lab services 10 Vision Essentials optical retail locations. We process all Vision Essentials eyeglass orders including the application of our industry leading anti-reflective coating. Our customers can count on the absolute finest craftsmanship, quality and prompt delivery of our eyewear. 

 

What is your Satisfaction Guarantee?

We want you to be 100% satisfied at Vision Essentials. If you don’t love the level of service, product selection, or our prices, tell us and we will exchange or refund your money. This guarantee is valid for 30 days from your delivery date, when returned in the same condition it was received by you. 

 

How do I provide customer feedback?

Vision Essentials strives to maintain the highest level of customer service by keeping careful track of all of our customer's comments and concerns.

If you would like to offer a comment or concern about Vision Essentials, please contact our Customer Service by calling 1-800-813-2000, option-3 or by e-mailing kp2020-nw-inquiries@kp.org.

 

What information do I need to order my Eyeglasses?

An eyeglass prescription is made up of specific data which we require to fill your order. This information is available from your optometrist. Eye care professionals are required to provide you with a copy of your eyeglass prescription. A copy of your eyeglass prescription can be e-mailed, faxed, or uploaded during the ordering process. You may also ask your eyecare professional to send a copy of your prescription to us, or if you need one, you may make an appointment by visiting kp.org to find a local doctor, make an appointment and more!   

 

What if I don’t have my PD?

Your PD is the distance, in millimeters, between the centers of your pupils. This is important so we can position the lenses correctly in your frames. 

You may ask your doctor/retailer for your PD from their files or they can take the measurement for you. Or, you may try our self-measure tool found here.

PD’s for an adult typically fall between 54mm and 66mm.

NOTE: New York State residents must have their PD measured by a doctor or licensed optician.

 

Return Process:

How can I return or exchange a product?

At Vision Essentials we want you to be 100% satisfied with your product. If you don’t love the level of service, product selection, or our prices, tell us and we will provide an exchange or refund your money. This guarantee is valid for 30 days from your order delivery date, when returned in the same condition it was received by you.

If you wish to return your eyeglasses, simply send your glasses back with the case and packing slip that was enclosed with your order, and your return will be processed within 14 days. If you need a copy of your packing slip, you may reprint one from your account on kp2020.org

 

Address the return package as follows:

Kaiser Permanente
500 NE Multnomah
ATTN: Vision Essentials SPC
Portland,  OR  97232-2099

 

Please use the return information provided on your packing slip to ensure timely processing of your order.

For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in the event that the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Please be sure that your Packing Slip is included inside the package you are returning. Note that we will process the return in our system within 14-day of receipt, but it can take up to 6 weeks to fully complete the processing of your return (i.e., you send us the package, we credit you for your return, your credit card company reflects your credit, etc.) as payment systems vary by cardholder.

Shipping and Handling charges are not refundable.

 

How do I cancel an order?

Vision Essentials seeks to maintain high standards of customer satisfaction. If at any time before your order has shipped, you may cancel the order. Once your order has been shipped, we regret that we can no longer cancel your order. If there is a problem with an order that has already been shipped, you will have to refer to our Returns and Exchanges Policy in order to complete your transaction. In order to cancel an order, simply contact us by e-mail at  kp2020-nw-inquiries@kp.org or calling 1-800-813-2000 Option-3, and our Customer Service Representatives will assist you in making whatever changes you need.

 

How do you ship your products?

We use UPS as our standard shipping method. Some services are not available for all regions. Please note that, do to shipper limitations, we do not ship to PO Boxes, APO/FPO/DPO addresses and similar. For more on UPS shipping limitations, please visit www.ups.com for more details. 

 

Shipping Restrictions

Most items at Vision Essentials can be shipped to all 50 states. However, there are a few restrictions:

UPS will not ship to P.O. Boxes and as noted, we do not ship to APO and FPO addresses

We do not ship internationally, nor do we ship to U.S. Protectorates, Puerto Rico, Guam, or the Virgin Islands.

 

How long after I order my eyeglasses can I expect to receive my order?

The production time for your eyeglasses includes several factors: the order options selected, if your prescription is complete, and when you place your order.

Because all of our eyeglasses come with custom manufactured lenses, most orders will be produced within 2-3 business days after your prescription has been verified. Orders received between 3:00 PM (PST) on Friday and 11:59 PM (PST) on Sunday will be processed the next business day.

Your glasses should arrive between 3-10 business days (including 1-4 days for shipping). Please contact us by calling 1-800-813-2000 Option-3 or e-mailing kp2020-nw-inquiries@kp.org with any questions concerning the production and shipping time of your order.

Remember, if you choose to have Vision Essentials validate your prescription, or the information is not complete, an extra day may be added to the production time of your eyeglasses. You will receive a shipment confirmation email when your order has been shipped from our lab.

 

What if my package is damaged when I receive it?

At Vision Essentials we guarantee that you will receive exactly what you specified in your order and confirmed by your eye doctor's prescription. We guarantee that all eyeglass orders will be delivered free of any manufacturer defects or we will replace them at no additional cost. If the package and eyeglasses are damaged simply return the original package to be reprocessed.

Address the return package as follows:

Kaiser Permanente
500 NE Multnomah
ATTN: Vision Essentials SPC
Portland,  OR  97232-2099

If your package is not exactly as ordered when you receive it, contact our Customer Service by calling 1-800-813-2000 Option-3  or e-mailing kp2020-nw-inquiries@kp.org. Our customer service professionals will assist you and do whatever it takes to make things right.

 

How do I track my order? 

You may check the status of your Vision Essentials order by utilizing the tracking information you will receive when your order ships.

If you cannot locate your order contact our Customer Service by calling 1-800-813-2000 Option-3  or e-mailing kp2020-nw-inquiries@kp.org.

 

Do you ship internationally?

No - We do not ship internationally.

 

Do you ship to APO or FPO addresses?

No - We do not ship to APO/FPO/DPO addresses.

 

Does Vision Essentials charge tax?

Yes, tax is charged where applicable.

 

What are my payment options?

We accept the following credit cards for payment:

  • Visa
  • Master Card
  • Discover Card
  • American Express

 

How do I care for/clean my eyeglasses?

Proper care of your eyeglasses will increase your comfort and extend the life of your eyewear.

When not wearing your eyewear, keep them in their case. To avoid scratching, do not lay them face down.

Use both hands when removing your eyewear to maintain proper alignment.

Clean lenses with Vision Essentials lens cleaner and cloth, or warm water and mild soap with no additives. Additives can leave deposits on lenses.

Anti-reflective lenses require additional care to ensure your satisfaction

  • Vision Essentials lens cleaner and cloth is recommended
  • Dry lenses with a soft, lint-free cloth. Never use paper towels or other abrasive paper products.
  • Avoid getting chemicals such as hair spray, cologne and household chemicals on the surface of your lenses.
  • Do not leave your eyewear in the sun or in hot vehicles. Excessive heat can damage your frame, lenses and coatings.

 

Will my optical insurance plan pay for my eyeglasses?

Insurance plans vary and therefore are best reviewed at a Vision Essentials location. At this time, we cannot accept insurance for online orders, but we are happy to review your options with one of our qualified Opticians at any NW Vision Essentials location. Find yours by clicking here or follow this link: https://www.kp2020.org/pacnw/#location

 

Is it safe to use my credit card on line?

Yes - Our e-commerce system uses SSL (Secure Sockets Layer) - the industry standard for encryption technology. It is used to create a secure transaction environment for commerce on the Internet. If your browser and local network support the use of encrypted data transmissions, our Secure Checkout mode locks all information (i.e.: your credit card number) passed from you to Vision Essentials in an encrypted envelope, making it extremely difficult to be intercepted by an unauthorized party. SSL technology is compatible with most supported browsers.

 

When will my credit card be charged?

Your credit card will be processed at the time you place your order.

 

Do I need a copy of my prescription to order eyeglasses?

Vision Essentials requires a valid prescription for all eyeglass orders. If you do have a copy, you may contact your eyecare professional and ask a copy to be faxed, e-mailed, or you may upload a copy of the prescription during the ordering process for verification. NOTE: New York State residents must have their PD measured by a doctor or licensed optician.

 

How do I know if my prescription is valid?

Most prescriptions are valid for one or two years depending on the state. Vision Essentials is an advocate of proper eye health and encourages all its customers to receive regular eye examinations. If your prescription is expired, a customer service representative will remind you to visit your eyecare professional and even help you make an appointment to receive a new or updated prescription.

 

How does prescription verification work?

During the registration process you will provide us with the name and phone number of the issuing authority and allow us to contact them and verify the validity and accuracy of your prescription information.

 

Why can’t I order bifocals or progressive power lenses?

The position and fitting of multifocal lenses is critical to your satisfaction. We highly recommend that glasses with multifocal lenses be ordered at a Vision Essentials location near you. Find your nearest one by going to https://www.kp2020.org/pacnw/#location

 

I have my contact prescription. Can I order glasses from it?

Unfortunately, No. Your eyeglass prescription is generally different from your contacts prescription.

 

How do I check on my order's status?

Once you submit your order you will receive a confirmation e-mail. This is to let you know that we received your order. Prescription verification will take place to ensure we are sending you your glasses with the correct prescription. You will receive an e-mail confirming that your prescription has been verified and that your order is in process. Once your order is complete you will receive a third and final e-mail notifying you that your order has been shipped. In that e-mail we will provide you with a tracking number for your use.
 

If you have any further questions, please contact our Customer Service by calling 1-800-813-2000 Option-3 or e-mailing kp2020-nw-inquiries@kp.org.

 

Can I ship my eyeglasses to a location other than my billing address?

Yes. On the Confirm Purchase page, edit the shipping address.

If you have any further questions, please contact our Customer Service by calling 1-800-813-2000 Option-3 or e-mailing kp2020-nw-inquiries@kp.org.

 

Is there a warranty on my new eyeglasses?

30-Day Total Satisfaction Guarantee

We want you to feel good about your look. Any glasses you purchase from Vision Essentials comes with a 30-day total satisfaction guarantee. We want you to be completely satisfied with your eyeglasses, so you may exchange or return them for a complete refund within 30 days from the date you first receive your eyewear. This guarantee does not cover accidental damage, scratches or breakage.

Simply return your eyeglasses in the same condition you received them in, with the case and packing slip and your return will be processed within 14 days.

 

Address the return package as follows:

Kaiser Permanente
500 NE Multnomah
ATTN: Vision Essentials SPC
Portland,  OR  97232-2099

For your protection, items should be returned via traceable mail. We recommend that you ship your return back to us via UPS or US Postal Service with insured service. This protects you in case the shipment is damaged or lost in transit. This will also allow you to track your return shipment easily through that carrier. We cannot assume responsibility for misdirected, damaged, or lost shipments.

Shipping and Handling charges are not refundable.

 

How do I create an account?

Your account allows you flexible access to our system, streamlining the ordering process, and providing you the ability to reorder your prescription quickly and easily.

 

To create your account:

  1. Click the “Create an account” link in the upper right-hand corner of our home page.
  2. Update all fields in the Create an Account column and click the “Register” button to immediately create your account in our system.

Your Account will be immediately entered into our system. Please note: Due to the requirements and promotional pricing of online eyeglass orders, this is a completely different account from any other Kaiser Permanente or Vision Essentials account and profile you may have created before. None of the ID or passwords are interchangeable or recognized if not created on this website.

 

How do I update my account profile?

From the home page, click “'Log-in”, in the upper right-hand corner, or “Account” from the left navigation options, and you will be able to update any of your account details. You must be logged in to edit any account information.

If you have any further questions, please contact Customer Service by calling 1-800-813-2000 Option-3 or e-mailing kp2020-nw-inquiries@kp.org.

 

Can multiple customers be under one account?

Yes. Once you are logged in, proceed to choose the appropriate frame and lenses for the patient you are ordering for. When the prescription page populates, please enter the patient name you are ordering for in the Patient Name field (First) and (Last). Click “add to cart”. To add another patient's order to this transaction, click on “Home” and follow the process again.

If you have any further questions, please contact Customer Service by calling 1-800-813-2000 Option-3 or e-mailing kp2020-nw-inquiries@kp.org.

 

How do I create an order?

  • Browse the products to find the frames you are looking for.
  • Click the 'ADD TO CART' button next to the product you want.
  • Next select your lens material, followed by your preferred lens options.
  • Review your lens selection, “ADD TO CART”
  • Because prescription glasses are “medical devices” we’ll need even more information.
  • Supply your prescription by email, uploading it or by fax and enter your PD measurement.
  • A valid eyeglass prescription is mandatory.
  • Review your cart and checkout.
  • Complete the “ship to” information and “PAY NOW” to get to our secure server.
  • Complete the “billing” information, then click “Next”.
  • Enter your credit card information, then click “Next”.
  • Finally review your order and “Finish”.
  • Congratulations! You have completed an order!

 

I forgot my password. How can I log into my account?

  1. From the customer sign in page enter your e-mail address and click “Forgot your password”
  2. A new password will be emailed to you
  3. Go to “my account” to reset your password

 

If you have any further questions, please contact Customer Service by calling 1-800-813-2000 Option-3  or e-mailing kp2020-nw-inquiries@kp.org.

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