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Ordering prescriptions
Can my prescriber call in my prescription to mail service? No. Walgreens Mail Service cannot accept prescriptions by phone. We require the original prescription in writing. If your prescriber has the technology to electronically prescribe medications (e-prescribe), request that yours be submitted this way or complete the prescriber fax form, which is also included with your member enrollment packet. By law, faxed and e-prescribed prescriptions are only valid if sent from a prescriber’s office. ( Back to list ) How do I transfer a prescription from another pharmacy? We can only accept transfers of prescriptions from a Walgreens retail pharmacy -- and only if your health plan allows a 90-day supply for your prescription at mail. For prescriptions from non-Walgreens retail pharmacies: Ask your prescriber to write a new prescription to replace each \ prescription you wish to have filled. You may request that your prescriber e-prescribe or fax it (print the prescriber fax form) to the mail service pharmacy number listed on the form. By law, faxed and e-prescribed prescriptions are valid only if sent from a prescriber’s office. Note: You must be registered with Walgreens Mail Service to submit your new prescription. ( Back to list ) In some cases, Walgreens Mail Service receives member prescription files from the previous mail service provider. The following types of prescriptions are NOT included in these files and are NOT eligible for refill:
Instead, to request any of the prescription types described above, you will need to provide Walgreens Mail Service with a new written prescription from your prescriber. Any other prescriptions will be included in the files from your previous provider. You can view these eligible prescriptions and refill them through your web account: Once logged in, you will be shown a link to unlock your view of that history (by entering a prescription number from your previous mail service provider) on your account page. If you do not wish to order through the web site or need help with this process, call Walgreens Customer Care and tell the representative you have a prescription transferring to Walgreens Mail Service. Have your insurance and credit card information on hand when you call. ( Back to list ) How do I order a refill of my current Walgreens Mail Service prescription? Before ordering a refill, refer to the refill information that came with your previous order. You may only order your prescription refill on or after the date that appears on your refill order form. To refill personal prescriptions online, visit your prescription history and check the boxes of the prescriptions you wish to refill, or enter your prescription number(s) in our online refill form. If you do not wish to use the web site, call our 24-hour, automated system at 800-797-3345. and follow the prompts to enter your prescription number(s) and request refills. We cannot ship your order unless you provide credit card information for payment. You can also mail your request by completing the refill order form enclosed with your previous order. ( Back to list ) What is auto refill and how do I sign up for it? Auto refill offers the convenience of automatically receiving refills of your prescribed maintenance medication(s) without having to submit each individual refillatg.servlet.ServletUtil.getDynamoRequest(request). We automatically ship each refill a few weeks before your current supply is set to run out and charge the cost to your credit card on file. You can request auto refills of any new prescription by selecting that option on your order form. For prescriptions already on file with us, visit your prescription history and select the prescriptions you would like to be set up for auto refills. ( Back to list ) What if I want to discontinue my auto refill or there is a change in my prescription? By law, medications cannot be returned once they are dispensed from our pharmacy. If there is a change to your prescription or you want to stop using our auto refill service, call Walgreens Customer Care three weeks prior to your next refill date. Doing so may allow you to avoid unnecessary charges. ( Back to list ) What happens when my prescription refills expire or there are no refills remaining? A prescription renewal request form will be included with your last remaining refill. To avoid any delays, give this form to your prescriber to request a new prescription. ( Back to list ) Will a pharmacist be involved in the filling of my prescription? Yes. To ensure quality and safety, a pharmacist is involved in both the review and dispensing of every prescription order. If a question about your prescription order arises, a Walgreens Mail Service pharmacist will contact your prescriber. ( Back to list ) Depending upon your plan, your prescriber and what is allowed by state law, Walgreens Mail Service will substitute generic equivalents for brand-name medications whenever possible. Generic medications have the same active-ingredient formula as brand-name medications. If you do not wish to receive a generic equivalent of your prescription, call Walgreens Customer Care to request that the brand-name prescription be dispensed. ( Back to list ) Can you print my label instructions in other languages? Prescription label instructions are available in English and Spanish. ( Back to list ) What payment methods do you accept? A credit card is required for orders submitted online or by phone. We accept American Express®, Discover® Card, MasterCard® and Visa®. For orders submitted by mail: Include your credit card information or send a check or money order made payable to Walgreens Mail Service. Do not send cash. Your check or money order must include your name, your family members’ names (if you are paying for their prescription orders), address, telephone number(s) and one of the following: order number, prescription number, invoice number, member ID number. IMPORTANT: Submitting a payment amount for a brand-name medication does not mean you will automatically receive the brand-name medication. Depending upon your health plan, you may receive its generic equivalent. You must call Walgreens Customer Care to indicate your preference for the brand-name medication. If you are not sure if the medication you have been prescribed has a generic equivalent, please submit payment for the brand-name medication. If Walgreens Mail Service substitutes the brand-name medication with a generic equivalent, your account will be credited for the difference. If you are mailing a check and are unsure of your cost, please refer to your plan administrator for specific drug cost information by calling the telephone number listed on your benefit ID card. ( Back to list ) How do I check the status of my order? You can view order status information at any time by viewing your prescription history. To check status by phone, call our 24-hour, automated telephone system at 800-797-3345. In addition, if you have shared your email address with us, we will automatically send you alerts about the status of your prescription orders. If you have not yet set up your online account, be sure to include your email address when you mail in your orders or share it with a Customer Care representative so that we can start sending you order status emails. If you have not received your prescription order within 10 business days from the time you placed your order, be sure to contact Walgreens Customer Care. ( Back to list ) Why can’t I see details of the medication I just ordered in my online prescription records? To avoid confusion, we do not display the names of newly ordered medications until a pharmacist has verified the prescription. After your order has been verified, you will be able to see the name of your prescription in your online prescription records. ( Back to list ) What do I do if I need an emergency prescription? If you have lost or forgotten your medication, request an emergency supply at your nearest Walgreens store. Visit Walgreens.com to find a location near you. If no Walgreens stores are nearby, a new prescription can be mailed overnight to you at your expense. If you have no refills remaining, we will call your prescriber for a new prescription. ( Back to list ) What medications are considered maintenance medications? Any medication that is prescribed to be taken for three months or longer may be considered a maintenance medication. ( Back to list ) |
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