Questions? Contact Optum Now customer support at support@now.optum.com.
General Questions
What is Optum Now?
As a fast-growing health and wellness brand, Optum Now helps empower people to live stronger, healthier lives. Read more about Optum Now.
Who do I contact with any questions or concerns about the Optum Now experience?
To get in touch, please reach out to us at support@now.optum.com.
How is Optum Now related to the Optum Store?
Optum Now is brought to you by the same team as Optum Store. As of September 2024, Optum Now has replaced Optum Store as the destination for affordable products and services to help you live better. While Optum Now provides a refreshed experience and additional features, we continue to offer the same products and services as Optum Store.
If you previously shopped with Optum Store and have any account-related questions, please see the “Account Support” section below.
HSA & FSA Support
What is an HSA?
A health savings account (HSA) is designed to work with a qualifying high deductible health plan (HDHP). The money goes in tax-free, grows income-tax-free, and comes out income-tax-free when you use it for qualified medical expenses.
You can carry over unused funds from year to year and the account is yours to keep even if you change jobs, change health plans, or retire.
Do my HSA funds expire?
No, you can carry over unused funds from year to year. The account is yours to keep even if you change jobs, change health plans, or retire.
What is an FSA?
A flexible spending account (FSA) is an account that allows you to contribute pre-tax dollars to pay for eligible expenses. You can use an FSA to pay for eligible medical expenses.
Do I have to submit my receipts for FSA purchases?
Yes, typically FSA transactions require documentation like a receipt to verify that the purchase was for an eligible expense. As each plan can vary, it is important to check with your plan sponsor or administrator to confirm the rules that apply to your specific FSA.
Do my FSA funds expire?
Yes, typically money remaining in your FSA at the end of the plan year will be lost. This is known as the “use it or lose it” rule.
Note that some plans may allow you to roll over some remaining FSA dollars as well as submit claims beyond the end of the plan period for eligible expenses you incurred before the deadline. Check with your HR department or plan administrator for your specific plan rules in your Summary Plan Description (SPD).
Can I use my FSA or HSA card to shop on Optum Now?
Yes, you can use your FSA or HSA card at checkout. Please note, FSA/HSA cards can only be used for FSA/HSA-eligible purchases.
What items are FSA- or HSA-eligible on Optum Now?
Items on Optum Now that are FSA- and HSA-eligible include some over-the-counter (OTC) products. Please see our HSA/FSA eligibility page for more details.
What should I do if my FSA or HSA card is declined?
If your card is declined, contact your FSA or HSA administrator. You can usually find their contact information on the back of your FSA or HSA card.
What if I don’t have enough in my HSA/FSA to cover the item I want?
With FSAs and HSAs, you can request reimbursement for eligible purchases made out of pocket — this includes requesting partial reimbursement for a purchase. If you choose, you are able to use an alternative form of payment and request reimbursement following your plan administrator’s reimbursement policy.
Can I find past purchases to submit for FSA or HSA reimbursement?
Yes, if you purchased from Optum Now while signed into your account, you can find your receipt in the “Orders” tab within your account.
If you do not have an Optum Now account, you can request a receipt for a previous purchase by emailing support@now.optum.com with your order number and the request.
If you are seeking a receipt from a previous Optum Store purchase, please email support@now.optum.com and include the original Optum Store order number.
Can I return an item purchased using an FSA or HSA card?
Yes, you can return items purchased with your FSA or HSA card, subject to and in accordance with our return policy outlined below. Please allow 5 to 10 business days for the transaction(s) to be refunded to the original form of payment. Refunds posted to an account after the deadline may not be accessible.
Other Payment Types
Can I shop without an FSA or HSA card?
Yes, we accept all major credit cards and debit cards, including Mastercard, Visa, American Express, Discover, and Diners Club. Check with your plan administrator to learn how to get reimbursement when using a personal card. This is usually done through submitting a claim and copies of your itemized receipts.
Can I use my dependent care FSA for purchases on Optum Now?
Dependent care flexible spending accounts (DCFSAs) are different from general healthcare FSAs. Optum Now does not offer eligible products or services that can be purchased with a DCFSA.
Can I use an HRA card on Optum Now?
Health reimbursement accounts (HRAs) have different eligibility rules and may not work on Optum Now. Contact your employer or plan administrator for more information on how to use your card and what items are eligible. You can usually find your HRA’s administrator on the back of your HRA card.
Shipping & Returns
What are your shipping policies?
Optum Now ships only to the contiguous United States, Alaska, and Hawaii. (We do not ship to U.S. territories.)
Optum Now offers free standard ground shipping to the contiguous United States (excludes Alaska and Hawaii) on all orders $35 and above. Our flat-rate shipping prices are $9.99 for expedited shipping, $5.99 for standard shipping, and $19.99 for shipping to Alaska and Hawaii. When you use your FSA or HSA card to pay for your order, the shipping charges will be applied to your card.
Shipping promotions do not apply to P.O. Box shipments.
Are your shipping policies different for Alaska and Hawaii?
Orders shipping to Hawaii and Alaska do not qualify for free shipping. All orders to Hawaii and Alaska are expedited shipping with a flat rate of $19.99 applied at checkout. Deliveries may take up to 10 days when shipping to Hawaii or Alaska.
The U.S. Department of Transportation restricts the shipment of certain products to Alaska and Hawaii. These items include sunscreens, pressurized cans, aerosols, and products with corrosive or flammable chemicals.
How long will it take for my order to arrive once it’s shipped?
With standard shipping, you can expect to receive your package within 2 weeks. With expedited shipping, you can expect to receive your package within 2 to 4 business days. Orders may take up to 10 days for delivery when shipping to Hawaii or Alaska.
Can I return the item(s) I’ve purchased from Optum Now?
We provide free returns for brand new (unopened and unused) items in their original packaging within 30 days of purchase date, except for prescriptions, lab test kits, COVID-19 test kits, and other items that are marked not returnable. If you wish to return a product bundle, you must return all products in the product bundle to receive a refund.
Please inspect your product(s) upon arrival. Any issues must be reported within 30 days of your purchase date.
To return a product, please get in touch with the Optum Now customer care team at support@now.optum.com. There is no cost to you, and the care team will walk you through the return process.
Refunds will be returned to the original form of payment within 5 to 10 business days after receipt of your return.
How do I update or cancel my order?
After our warehouse begins preparing your shipment, your order cannot be canceled or edited. To inquire, please contact the Optum Now customer care team at support@now.optum.com.
Account Support
How do I create an Optum Now account?
Creating an Optum Now account is easy! You can use your existing HealthSafe ID (HSID) to log in or create a new HSID account with your name, email, and phone number.
What’s the benefit of creating an Optum Now account?
Creating an Optum Now account will simplify your shopping experience by saving and storing your information in one place. You’ll be able to track and view your orders and review receipts, and be able to store and save your shipping, billing, and payment information.
What is a HealthSafe ID?
HealthSafe ID is used as a single set of sign-in credentials across UnitedHealth Group, which allows Optum Now to take advantage of the scale of UnitedHealth Group in safeguarding consumer account information. For more information on how your HSID data is safeguarded, see our Privacy Policy.
Can I log in with my HealthSafe ID?
Yes, you can use your HSID in order to log in to Optum Now. Simply click “Sign In” at the top right of any Optum Now page. This will take you to the HSID login page, where you will authenticate and confirm it’s you.
How do I view my order history?
To view your order history, you will need to log in to your account. Once you are logged in, you can view your order history within the orders section of your account.
Why can’t I see all my orders?
Once you are logged in to your account, you will only see the orders you placed while logged in to Optum Now or while previously logged in to Optum Store using the same credentials. Any orders you have placed before creating an account or without logging in will not show in your account order history.
If you previously shopped with Optum Store and you took action to link your accounts, some orders may not be available in your new Optum Now account. If you need this information, please email our support team at support@now.optum.com.
How can I update my communication preferences?
To update your communication preferences, first log in to your Optum Now account. Once you are logged in, navigate to “Profile” within “My Account.” You will then be able to see and update your current communication preferences.
How do I update my account information?
You can update or change your account information by logging in to your Optum Now account and clicking on “Profile” within “My Account.”
How do you use my account information?
Please review our Privacy Policy for information on how we use your account information.
Privacy Protections & Security Measures
How do I report fraud on my account?
If you suspect fraud or suspicious activity on your account, first contact the credit card companies associated with the cards saved to your account. You can then contact our customer service team at support@now.optum.com to let them know your account may have been compromised.
How does Optum Now collect and use my personal information?
For information on how Optum Now collects and uses your personal information, review our Privacy Policy.
How does Optum Now protect my personal information?
For the security measures Optum Now maintains to protect your personal information, review our Privacy Policy.