Express Scripts Members: Manage Your Prescriptions Online

What kinds of emergency or disaster events could impact home delivery?

If you get home delivery through Express Scripts Pharmacy, your order could be delayed if an emergency or disaster event affects your area or state.

Examples of emergency or disaster events may include but are not limited to:

Fire (including wildfire)
Flood
Heat wave
Hurricane
Power outage
Thunderstorm
Tornado/twister
Tropical storm
Winter storm (ice/snow/blizzard)
Violent attack/traumatic event

Will Express Scripts Pharmacy still ship my medication if my state or area is affected by an emergency or disaster event?

If your area is affected, we may place a short hold on your order. Most holds are only 1 to 3 days and may cause no delays. If your order is delayed, we may send a message about when you can expect your medication. You can also check the Express Scripts website for a notification banner for potential delays. If possible, we’ll reroute your order across our network of pharmacies.

We may have shipped your prescription on time, but delivery may be delayed depending on your area. Packages could be held by carriers at distribution centers until orders can be delivered. Check the status of United States Postal Service (USPS) service disruptions.

Learn more about what to do if you need a short-term supply of your medication before your delivery arrives.

Can I get an early refill of my prescription?

Depending on your plan, you may be able to get an early refill of your prescription if:

Your medication was lost or damaged due to an emergency or disaster event.
You are evacuating before an emergency or disaster event.
Your medication was filled but not picked up, and the pharmacy is now closed due to an emergency or disaster event.

Call the number on the back of your prescription ID card or call 800.282.2881 to get approval for an early refill. Depending on your plan, you can log in and view your Prescription ID Card under Account in the main menu.

If you get your medication through home delivery, it may take up to seven days to receive your refill. You may need to provide a shipping address that is not in an impacted zip code. If you have evacuated or if your current shipping address is not available, you can log in and go to Addresses under Account in the main menu to update your address.

Learn more about what to do if you get your prescription through a retail pharmacy that is closed due to an emergency or disaster event.

What if I lost my medication or it was damaged?

If you are in an area impacted by an emergency or disaster event, you may be able to get an early refill of your prescription if it lost or damaged. Call the number on the back of your prescription ID card or call 800.282.2881 to get approval for an early refill. Depending on your plan, you can log in and view your Prescription ID Card underAccount in the main menu.

Express Scripts replaces lost or damaged home delivery prescriptions. You will not be charged the copays or shipping costs for the replacement prescriptions.

Can I get an early refill if my prescription is a controlled substance?

If you get a controlled substance through home delivery:

Express Scripts Pharmacy must get your doctor’s approval before filling a controlled substance. To qualify for an emergency or disaster-related early refill, you must have been prescribed this medication prior to the event.

We will contact your doctor to get approval to process an early refill. Once we have approval, it may take up to seven days to receive your refill through home delivery. You may need to provide a shipping address that is not in an impacted zip code.

If you have evacuated or if your current shipping address is not available, you can log in and go to Addresses under Account in the main menu to update your address.

If you get a controlled substance through a retail pharmacy:

Contact your pharmacy to ask about getting an early refill. Or ask your doctor to contact your pharmacy.

How can I refill my prescription if my pharmacy is closed?

If your pharmacy is closed, you will need to transfer your prescription to another pharmacy. Online tools like RxOpen track which pharmacies remain open during emergencies.

If your pharmacy is a chain, contact another location, and they should be able to access your records and refill your medication. Or your new pharmacy may be able to contact Express Scripts for your medication information if you have a valid prescription on file.

You can also contact your doctor and ask them to send your prescriptions to a new pharmacy.

Can I talk to a pharmacist through Express Scripts Pharmacy?

Yes, we have pharmacists available 24/7. Call the number on the back of your prescription ID card or call 800.282.2881. Depending on your plan, you can log in and view your Prescription ID Card under Account in the main menu.

Our pharmacists can help answer questions you may have if your treatment was interrupted or if you are not able to take your medication due to an emergency or disaster event.

What if my prescription needs coverage approval?

If you are impacted by an emergency or disaster event and the coverage approval for your prescription has expired, you may be able to get a one-time refill until your doctor can be contacted for approval.

If you have a new prescription that requires coverage review, call the number on the back of your prescription ID card or call 800.282.2881 to determine if a one-time fill will be allowed. Depending on your plan, you can log in and view your Prescription ID Card under Account in the main menu.

What if I run out of medication before my home delivery order arrives?

Depending on your plan, if your shipped order is on hold due to an emergency and you are out of medication, you can get up to a seven-day supply of medication through a retail pharmacy. If you have to pay for the medication out of pocket, you may be able to submit a claim for reimbursement.

Take your prescription to a retail pharmacy, or have your doctor submit your prescription. Ask for a short-term supply so that you have medication until your order arrives.

Please ask your pharmacy to call our help desk at 800.922.1557. We can help them process a claim for an early refill.

If you want to talk to a pharmacist, call the number on the back of your prescription ID card or call 800.282.2881. Depending on your plan, you can log in and view your Prescription ID Card under Account in the main menu.

Our pharmacists can help answer questions you may have about going without medication.

How do I get an emergency supply of my prescription from a retail pharmacy?

If you want an emergency supply of your prescription from a local pharmacy:

Express Scripts Pharmacy will help transfer your prescription if you have an active home delivery prescription.
If you don’t have a home delivery prescription on file, you will need to contact your current or new retail pharmacy.
Depending on your state’s laws, a pharmacy may be able to provide a reasonable supply of medications without a prescription during a federal, state or local emergency.

How do I get an emergency supply of my prescription through home delivery?

If you want an emergency supply of your prescription through home delivery:

If you have a valid prescription on file, we may be able to process an early refill.
If you don’t have a valid prescription on file, we will try to contact your doctor to get a new prescription.
Depending on your state’s laws, we may be able to provide an emergency fill of your prescription if we can’t get a new prescription from your doctor.

It may take up to seven days to receive your refill. You may need to provide a shipping address that is not in an impacted zip code. If you have evacuated or if your current shipping address is not available, you can log in and go to Addresses under Account in the main menu to update your address.

What if I can’t contact my doctor to get a new prescription?

If you can’t reach your doctor due to an emergency or disaster event, you have multiple options:

Go to a walk-in clinic or urgent care.
Go to an emergency or disaster relief center.
Use a virtual clinic like MDLIVE.

It is helpful if you have a copy of your medication information or your medication bottle. To get your medication information, you can also log in and go to My Medications under Prescriptions in the main menu.

Ask a retail pharmacy if they can transfer your prescription information from a previous pharmacy. Depending on your state’s laws, a pharmacy may be able to provide a reasonable supply of medications without a prescription during a federal, state or local emergency.

Do I need to use a network pharmacy during an emergency or disaster event?

Depending on your plan, you may be temporarily covered at an out-of-network pharmacy.

If you go to an out-of-network pharmacy and pay out of pocket, you may be able to submit a claim for reimbursement.

Call the number on the back of your prescription ID or call 800.282.2881 to ask about reimbursement policies and for pharmacy recommendations. Depending on your plan, you can log in and view your Prescription ID Card under Account in the main menu.

How do I contact Express Scripts for help during an emergency or disaster event?

If you can’t find the answer to your question.

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