Getting started

Getting prescriptions by home delivery

How do I get started with your home delivery pharmacy?
If you take prescription medication on an ongoing basis, your prescription drug plan may allow you to order prescriptions from our convenient home delivery pharmacy. Once you start, you can refill and renew your prescriptions right here at this site - and benefit from Free standard shipping that is included in your benefit plan.

If you have additional questions about your home delivery benefit, please call the telephone number on your member ID card.

How should my doctor write my prescriptions to maximize my savings on maintenance medications?
To maximize your savings, ask your doctor to write your prescription for a three-month supply (or your plan's home delivery limit), with refills as appropriate, instead of a one-month supply with refills. It is important to ask for a three-month supply instead of a one-month supply, in order to benefit from the home delivery copayment. You will be charged the normal home delivery copayment regardless of the number of days' supply on the prescription.

The actual quantity or days' supply you can receive may vary for each medication you use. Your doctor's instructions on how to take the medication, as well as state and federal dispensing guidelines and how the medication is packaged, may impact the quantity or days' supply you can receive.

How do I send you a new prescription?

    If you have a prescription from your doctor:
    1. Login to the member website to download and print a home delivery form.
    2. Mail the completed form and your prescription(s) to the address indicated on the form.

    If you are going to see your doctor:

    1. Before you go to your doctor, login to the member website to download the physician fax form and ask your doctor to fill it out and fax it to the number indicated on the form. NOTE: Only your doctor may fax the completed form to us.
    2. Alternatively your doctor can e-Prescribe if applicable.

Can you transfer my prescriptions from a retail pharmacy to your home delivery pharmacy?
If you have existing maintenance prescriptions that are eligible, you can request to have them transferred from a retail pharmacy and delivered to you through our home delivery pharmacy. To review your home delivery opportunities, go to the Home page and for any medication that displays a purple "Transfer to Home Delivery" option, click the button, then select the item and click "add to cart."After you add your retail medication to the cart, you will need to go through the checkout process in order to finalize the transfer to home delivery. Express Scripts will then reach out to your doctor to receive their approval.

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How long does it take to get my medications when I use home delivery?
First-time orders are usually delivered within 8 to 11 days after we receive your order.

  • Refills usually arrive in less time. Refills ordered online are usually delivered within 3 to 5 days after we receive your order. If you mail in a refill, please allow 6 to 9 days for delivery.
  • Renewals ordered online are usually delivered in 5 to 8 days once we receive your physician's approval of the renewal. Renewals that are mailed to us usually arrive 7 to 11 days after we receive your order.
  • New and renewal prescriptions faxed from your doctor's office are usually delivered in 5 to 8 days. Please allow 24 to 48 hours for the prescription to appear online once your doctor has faxed the prescription.

When it's time to reorder your medication, you will see your order on your Home page. The best time to reorder is when you have about a 14-day supply of your medication left. This will help ensure that you receive the medication you need when you need it.

Estimates for shipping may change if the order is not processed as expected or if the delivery method is changed while the prescription is in process. The most up-to-date status is provided online as soon as it is available.

NOTE: Certain medications, including many drugs prescribed for narcolepsy, attention deficit disorder and pain management, are mailed via expedited delivery, and require a signature upon delivery.

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How are medications shipped?
Most medications are shipped via the U.S. Postal Service at no cost to you. Medications containing certain controlled substances are shipped United Parcel Service (UPS). If necessary, you can request express shipping, which is available for an additional fee.

What if I need to speak with a pharmacist?
Our registered pharmacists are available 24 hours a day, seven days a week to answer any questions about your medications. Please call the toll-free Customer Service number on your member ID card.

How do I pay for my prescriptions?
If you mail your prescription to us, you have two options: you can enclose your payment with your order or we can bill you. If you order online, you can follow the online prompts to pay by credit card, or you can request that we bill you.

For your convenience, we offer Autocharge, a service that allows you to place a credit card on file with Express Scripts. If you enroll in Autocharge, we will automatically charge any prescription orders under your member number (that is, for all covered members in your household) to the card of your choice. We accept American Express, Diner's Club, Discover® Network, MasterCard and Visa. To enroll, just call 1.800.948.8779 or select the Autocharge option when you place an online order to refill or renew a current prescription. Your credit card information is secured using the latest commercially available security products.

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What happens after my doctor faxes you a prescription?
When we receive a faxed prescription from a doctor, we first make sure that the prescription is coming from a secure fax machine that is associated with a prescriber in our database. Secure fax machines are restricted from public access and are usually located in a controlled area in the doctor's office. Our system automatically checks each incoming fax number against our database of recognized prescribers.

If we cannot determine that the fax line is secure, or if the incoming fax number cannot be matched against a prescriber in our database, we contact the doctor's office to verify your prescription.

Upon verification, the prescription information is entered into our system and processed. If we are unable to verify your prescription, we will attempt to contact you using your preferred contact method. After two unsuccessful attempts to contact you, we will send you a notification to let you know that we are unable to fill your prescription. Please note, certain prescriptions may not be able to be faxed.

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