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 implemented a refund policy for all Medicare Part D patients who receive unwanted or unneeded prescriptions without consent 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 to their mail order account will be issued within 5 days.

Damaged Order
If your order has been damaged during shipment, contact Express Scripts to speak with a Patient Care Technician to determine the next steps.

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 (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 order was shipped via U.S. Postal Service, and the tracking number still shows ‘not delivered’, you can request an early refill between 0-29 days after the original ship date to order your replacement. A copayment will apply.
  • If you request an early refill between 30-45 days, a replacement would be processed at no cost to you if the package tracking is ‘not delivered’.
  • 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, family member or PO Box. You can also request overnight shipping, but additional charges will apply.