If you require assistance or an alternative method to receive this information, please call our customer service help center. You can find contact information by clicking on the "contact us" link.

Skip to main content. Skip to links for this section.
Skip to main content

Getting started
 

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, for chronic conditions, to order prescriptions from our home delivery pharmacy, which offers convenient home delivery. Once you start, you can refill and renew your prescriptions right here at this site - and benefit from free standard shipping.

More about getting started with home delivery:

If you have additional questions about using your home delivery benefit or how to get started with home delivery, please call the toll-free number located on your member ID card.

How should my doctor write my home delivery prescription?
To maximize your savings:

  • Ask your doctor to write your prescription for a 90-day supply (or your plan's home delivery limit) with refills when appropriate instead of 30-day supply with refills.
  • It is important to ask for a 90-day supply, as opposed to a 30-day supply, in order to receive up to 90 days of medication for one home delivery co-payment. Please note that you will be charged a home delivery co-payment regardless of the number of days' supply written on the prescription, so make sure your doctor has written the prescription for 90 days.

Please note that the actual quantity and/or days' supply may vary for each drug. Your doctor's instructions on how to take the medication, state and federal dispensing guidelines, or how the medication is packaged may impact the quantity and/or days' supply you can receive.

How do I send a new prescription to Express Scripts?
Click here for important information about sending your prescriptions to the Express Scripts PharmacySM.

Can Express Scripts transfer my prescriptions from a participating retail pharmacy to your home delivery pharmacy?
For your existing prescriptions, you can go online and request to have them transferred from a participating retail pharmacy and delivered to you through our home delivery pharmacy. To review your home delivery opportunities, go to the Order Center and see how you can take advantage of home delivery savings opportunities and view lower-cost medication alternatives that are currently available.

^ back to top

How long does it take to get my medications when I use home delivery?
First-time orders will usually be 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. For refills mailed in, please allow 6-9 days.
  • Renewals ordered online will usually be delivered in 5-8 days once we receive your physician's approval of the renewal prescription. Mailed-in renewals will usually arrive in 7-11 days, once we receive your order.
  • New and renewal prescriptions faxed from your doctor will usually be delivered in 5-8 days. Please allow 24-48 hours for the prescription to appear online once your doctor has faxed in the prescription.

When it is time to reorder your medication, you will see your order in the Order center; the best time to reorder is when you have about a 14-day supply of your medication remaining. This will help ensure that you receive the medication you need, when you need it.

Estimates for shipping may change if the order is processed differently than 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.

^ back to top

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. Express shipping is also 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. Call the toll-free number located on your member ID card.

How do I pay for my prescriptions?
If you mailed your prescription to us, you can enclose your payment with your order or we can bill you. If you used our online services, you will be prompted for credit card information online or we can bill you as well. For your convenience, we offer Autocharge, which allows you to place a credit card on file with Express Scripts. When you enroll, we will automatically charge any orders covered under your member number (all covered household members) to the card of your choice: American Express, Diner's Club, Discover® Network, MasterCard or Visa. To enroll, just call 800.948.8779, or select this option online when you place an order for a refill or renewal of a current prescription. Your credit card information is secured using the latest advances in commercially available security products.

^ back to top

When my doctor faxes a prescription to Express Scripts, what happens to it?
When we receive a faxed prescription from a doctor, we first make sure that the prescription is coming from a secure fax machine associated with a prescriber listed in Express Scripts' database. A secure fax machine is restricted from public access and is generally within a controlled area in the doctor's office. Our system automatically checks the incoming fax number against our database of recognized prescribers.

If we cannot determine the security of the fax line or if the incoming fax number cannot be matched against a prescriber in our database, then 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. If two attempts to contact you are unsuccessful, we will send you a notification to inform you that we were unable to fill your prescription.

^back to top