What You Need to Know about Home Delivery from the Express Scripts Pharmacy
Member Summary
We recommend you read all the information below. This will help you get the most benefit out of your home delivery program. Or click on a title to go right to the section that interests you.
GETTING STARTED
- Set up your "mail order profile"
- Sending in a new prescription
- Pending new prescriptions
- Information needed
- Your first order
- Controlled substances
REFILLS
- Place a refill order
- Pending refills
- Auto Refills
- Sign up for Auto Refills
SHIPPING
- Order status
- Overnight/special shipping
- Drug-specific special shipping
PROBLEMS WITH YOUR ORDER
- Returned prescriptions
- Medication return policy
- Damaged orders
- Incomplete orders
- Lost orders
PAYMENT PHARMACIST ASSISTANCE CONTACT EXPRESS SCRIPTS
Getting Started
You can use the Express Scripts Home Delivery Pharmacy to fill medications you take regularly for ongoing conditions. The Express Scripts Pharmacy will send a 90-day supply of these "maintenance medications" to your home. Standard delivery is free.
Set up your "mail order profile"
To get started, you need to set up a mail order profile. There are 3 ways to do so – which one is easiest for you?
- On the web
- Log on to www.StartHomeDelivery.com
- Click on the
button and follow the directions.
- Choose which of your medications you want to start on home delivery.
- Express Scripts will contact your doctor and get a new 90-day prescription.
- Your prescription will be sent to the address of your choice.
- Orders that do not require a signature can be shipped to a P.O. Box.
- Orders that require a signature (including rush shipments, controlled substances, or temperature controlled medications) cannot be shipped to a P.O. Box.
- Orders cannot be shipped outside of the U.S.
- By phone
- Call Express Scripts at 1-866-833-2325.
- Monday – Friday 5:30 am to 3:00 pm PST (7:30 am to 5:00 pm CST).
- Express Scripts will contact your doctor and get a new 90-day prescription.
- Your prescription will be sent to the address of your choice.
- Orders that do not require a signature can be shipped to a P.O. Box.
- Orders that require a signature (including rush shipments, controlled substances, or temperature controlled medications) cannot be shipped to a P.O. Box.
- Orders cannot be shipped outside of the U.S.
- By mail
Sending in a New Prescription
Once you have set up your mail order profile (see the Getting Started section above), you're ready to start having prescriptions filled. Many members find it easier to have their doctor send their prescriptions to Express Scripts directly. Doctors have several ways to do so. They can:
Pending New Prescriptions
The Express Scripts Pharmacy starts processing your order the day it is received. They cannot hold new prescriptions to process at a future date (known as "pending"). Please do not send your prescription to Express Scripts until you are ready for it to be filled. Be sure to let your doctor know if you are not ready for him/her to submit a prescription.
Note: Even if your doctor just makes a change in the dose or strength of a medication you currently take, that still counts as a new prescription and will be processed as soon as received.
Information Needed
The following information is needed in order to fill your prescription as quickly and accurately as possible. Some of this information is required by law.
- Member name
- Member's SCAN ID or date of birth
- Member's daytime phone number
- Member's correct address
- Drug name
- Drug strength
- Directions
- Quantity
- Days' supply
- Doctor's name
- Doctor's DEA number
- Doctor's address and phone number
- Doctor's signature
If this information is not on your prescription, Express Scripts will call your doctor to try to get the missing information. This may delay your order. If your doctor cannot be reached or does not respond, Express Scripts will not be able to fill your prescription at all – but they will let you know by mail.
Your First Order
Whenever you have a new prescription filled using Home Delivery, make sure you have a 30-day supply of the medication on hand so you don't run out. It's a good idea to have your doctor write two prescriptions:
- A 90-day prescription to send to the Express Scripts Pharmacy.
- A 30-day prescription to take to your local pharmacy.
It takes approximately 2 to 3 weeks from the time Express Scripts Pharmacy receives your prescription until it arrives at your home.
Controlled Substances
The Drug Enforcement Agency (DEA) classifies some medications as controlled substances. The Express Scripts Pharmacy can fill prescriptions for these medications, but there are strict laws around doing so. Ask your doctor if 90-day supplies of these medications are legal in your state – and if a 90-day supply is appropriate for you. Please note that a delivery signature is required for all controlled substances.
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REFILLS
Place a Refill Order
Order your refills when you still have 30 days of medications on hand. That way you won't run out should there be any sort of delay. You can refill your prescriptions one of 3 ways:
- On the web
- By phone
- Call the Express Scripts Pharmacy at 1-866-553-4125 24 hours a day, 7 days a week to speak to a representative or use our automated system to reorder your prescriptions.
- By mail
- Fill out the refill form included with your last order.
- Let us know which of your medications you would like to reorder.
- Mail it to the address on your form.
The Express Scripts Pharmacy
PO Box 52082
Phoenix, AZ 85072-2082
Note: If you do not have any refills left on your prescription, you will need to contact your doctor to have him or her write another prescription.
Pending Refills
You can refill a prescription when you are down to 30 days or less of your medication. If Express Scripts receives a refill order when you have more than a 30-day supply left, Express Scripts will hold (or "pend") the prescription until it can be filled. They will send you a letter with the date they will refill the order. You can cancel the order if you let Express Scripts know before they start to process your refill.
If the prescription cannot be filled within 90 days, Express Scripts will return the prescription to you, along with an explanation of why the order could not be filled. (If your doctor faxed the prescription, the fax will not be returned to you.)
Auto Refills
Using "Auto Refills" helps ensure you never run out of your maintenance medication. When you are due for a refill, the Express Scripts Pharmacy will automatically refill your prescription and mail it directly to your home. Here are the details:
- You can use auto refills for one, some or all of your maintenance medications.
- Express Scripts will contact you 7 days before they start processing your refill order.
- You can cancel or reschedule an auto refill any time before the processing date.
- Express Scripts will let you know when your medication has shipped.
- Flexible payment options, including debit card, credit card or Bill Me Later® let you pay for your medication in the way that works best for you.
Sign up for Auto Refills
- On the web
- Log on to Express-Scripts.com and click on "Refill Your Way with the convenience of Auto Refills."
- Click the "Setup Auto Refills" line and follow the simple prompts. Be sure to look at the date your next refill is scheduled to process, and change it as needed. (For example, if the next refill date shows March 1, but you already have a large supply on hand, you might decide to change the date.)
- By phone
- Call Express Scripts at 1-866-553-4125 and a Patient Care Advocate will be happy to help.
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SHIPPING
Orders are shipped from the Express Scripts Pharmacy in a plain plastic, weather-proof envelope.
Standard orders are delivered via the U.S. Postal Service to any domestic U.S. address, including P.O. boxes. Orders that require a signature (like overnight deliveries, medications shipped on ice or controlled substances) cannot be delivered to P.O. boxes.
Note: You are allowed to refill your prescriptions when you have a 30-day supply or less on hand – and Express Scripts strongly recommends you order your refill at the 30-day point. While prescriptions typically arrive 2 to 3 weeks after the Express Scripts Pharmacy receives your order, sometimes there are delays. Having a 30-day supply on hand will help ensure you don't run out before your refill arrives.
Order Status
To find out when the Express Scripts Pharmacy receives and ships your order, sign up for order status alerts. You can choose if you want to be notified by phone or by email. You can sign up for order status alerts:
- On the web: www.Expresss-Scripts.com
- By phone: Call 1-866-553-4125 to speak to a Patient Care Advocate.
Overnight/Special Shipping
You can ask to have your medications delivered overnight. This does not change the amount of time needed to process your order, but it will then be sent with an overnight carrier instead of the U.S. Postal Service. For drugs that require special shipping (see "drug-specific special shipping" below), there is no extra shipping charge. If you request overnight delivery for a medication that does not require it, you will pay extra (typically around $21, but this will be confirmed when you order). Please note that all overnight shipments require a signature.
Drug-Specific Special Shipping
Express Scripts works with drug manufacturers and shipping vendors to ensure that the integrity of every medication is maintained during shipping. Express Scripts' packaging and mailing guidelines follow manufacturer recommendations and meet FDA regulations.
Insulin
Depending on the time of year and where the order is going, insulin orders may be shipped by second day delivery and may also include gel or ice packs. For more information, refer to the Express Scripts insulin shipping policy included with every insulin order.
Temperature Controlled Medications
Medications that need controlled temperature during shipping are packed in a Styrofoam cooler packed with gel or ice packs. The exact type of packaging will depend on the size of the medication and the order.
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PROBLEMS WITH YOUR ORDER
Returned Prescriptions
There may be times when the Express Scripts Pharmacy cannot fill your prescription. It may be that your coverage has expired, the drug is not covered, you have an outstanding balance, etc. Express Scripts will send the prescription back, along with a letter explaining why the order couldn't be filled and any steps taken by Express Scripts to resolve the situation. If you have any questions about a returned prescription, call Express Scripts at 1-866-553-4125.
Medication Return Policy
If you send medication back to Express Scripts without first getting authorization, you still may be held responsible for the prescription copayment.
Even if you believe Express Scripts made a mistake, you must call first. If Express Scripts does authorize a return, they will send you a mailer to use for the return.
Otherwise, once a prescription is filled and mailed, it cannot be returned even if the dose has changed, the medication has been canceled, or an order was sent to Express Scripts by mistake. If such a situation arises, please do not send the medication back – contact SCAN Health Plan or Express Scripts first for guidance.
Damaged Order
If your order has been damaged during shipment, contact Express Scripts. Damaged orders can be replaced if Express Scripts is notified within 45 days from the date of shipment. A replacement order will count as a refill and you will be charged another copayment.
Incomplete Orders
If you believe you received less medication than you ordered, contact Express Scripts. If this is the case, Express Scripts will send you the amount of medication still owed at no extra charge.
Lost Orders
All packages shipped out of Express Scripts are tracked by the shipping vendor, including those sent by the U.S. Postal Service. If your order has not arrived after 3 weeks (or, if you signed up for Order Status Alerts and it hasn’t arrived in the timeframe you were given), call Express Scripts at 1-866-553-4125 and a representative will look into it.
If the shipping vendor cannot confirm that your order was delivered, you can ask for a replacement. One of your refills will be used and a copayment will be charged. If you don't have available refills, Express Scripts will contact your physician for a new prescription.
Keep in mind:
- If your ordered was shipped via U.S. Postal Service, you must wait at least 12 days but no more than 45 days after the original ship date to order your replacement.
- If your order was shipped via Federal Express or UPS, you can order a replacement 12 hours after the scheduled delivery time.
- If you have not received your original order after 30 days, call Express Scripts and your original copayment will be reimbursed.
- If you receive both your original order and the replacement, then you will be responsible for the cost of both orders.
If the shipping vendor confirms your order was delivered, you can order a replacement, but will not be reimbursed for your original order. Standard orders will be left at your doorstep whether you are home or not, so please keep that in mind when you give Express Scripts a mailing address. If your address is not secure, perhaps you can have your orders delivered to a trusted friend or family member. You can also request overnight shipping, but additional charges will apply.
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PAYMENT
You can pay for your Home Delivery prescriptions one of two ways.
- Credit Card (preferred). Enter a valid credit card number on your mail order profile (see Getting Started section). Express Scripts accepts VISA, MasterCard, Discover card, or American Express
- Check. Mail a check for payment when you place your order to avoid having a balance due.
It's easiest and most efficient to pay for your medications when you place your order. However, if your order is under $100, Express Scripts can include an invoice (and convenient return envelope) with your order. It's important to send this payment in promptly. Future orders will not be filled if there is an outstanding balance.
PHARMACIST ASSISTANCE
Express Scripts has registered pharmacists available 24 hours a day, 365 days a year. You can talk to an Express Scripts pharmacist just as you would your local pharmacist, with questions about your medications. Note that pharmacists are on the job Monday through Friday, from 5:00 am to 7:00 pm PST (7:00 am to 9:00 pm CST). After hours, the pharmacists are on call, and will return your phone call within 2 hours.
- Call Express Scripts at 1-866-553-4125 and ask to be transferred to a pharmacist.
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CONTACT EXPRESS SCRIPTS
To get started with mail order:
1-800-698-3757
Monday – Friday 5:30 am to 3:00 pm PST (7:30 am to 5:00 pm CST)
To order refills, to be transferred to a pharmacist, or for general assistance:
1-866-553-4125
24/7 to speak to a representative or use our automated system
TTY users can call:
1-800-899-2114
Website:
www.Expresss-Scripts.com
To place an order or contact Express Scripts by mail:
The Express Scripts Pharmacy
PO Box 52082
Phoenix, AZ 85072-2082
Express Scripts contact information for doctors
Phone: 1-800-763-5502
Fax: 1-800-396-2171
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