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 (866) 553-4125.

Medication Return Policy
Starting January 1, 2014, Express scripts has implemented a refund policy for all Medicare Part D patients who receive unwanted or unneeded prescriptions at no cost to the member or the Part D plan sponsor. Members can contact Express Scripts customer service at (866) 553-4125 to start the Return Process. Once the member starts the process, the mailer will be sent out within 24 – 48 hours of the request. Once ESI receives the return mailer back, the credit will be issued within 5 days.

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 (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.