2023-06-03 23:04:30
>> Frequently Asked Questions

How is my medication shipped?
Your medication is shipped via US postal service free of charge. We also use UPS for rush orders with an additional charge to you. US Postal Service is our primary carrier.

When can I order my medication refills?
Most of your plans allow pharmacy to refill maintenance medications when they reach about 70% utilization. This means we can refill your medication about 3 weeks prior to running out of current supply.

How long will it take to get my Prescription order?
You can expect your order to arrive at your U.S. postal address within 14 days from the date of receipt of your order. To make sure you receive your order before your current supply runs out, please order your medications at least 2 to 3 weeks in advance to avoid possible delay by mail carriers. It also avoids having your medication order rushed out with an additional charge.

<>What do I have to do if I want Brand-name medication only?
Your plan requires us to substitute to generic medications for brand medication when it is available. Our pharmacy uses only FDA approved 'A' rated generic equivalents for brand medication substitution. However, if you or your doctor feels that Brand-name medication is medically necessary, you must ask your doctor to write 'Brand medically necessary' or you must indicate that you want Brand-name medication on your prescriptions. Otherwise, we will send you generic equivalent medication. Additionally your co-pay will be higher for brand medications depending on your plan. You may have to pay the difference between brand and generic drugs. Please refer to your plan policy regarding your co-pay.

What do you do when my benefit cap is exceeded?
First, we'll notify you of benefit cap exceeded and try to contact your plan. However, this will not guarantee to extend your benefit cap. Many plans require you to contact them directly, or plan benefit review boards have to review your case. We will hold your order unless you want your order to be sent out with cash charge. You must let us know if your plan approves for coverage again so we can ship your orders.

What do you do if my medication is a non-covered item?
We will notify you and, upon your request, our pharmacists can contact your physician to change to covered items. We will hold your order until your plan pays for the medication unless you want your order to be sent out with cash charge.

How does yearly deduction for my prescription plan work with co-pay?
Some plans require you to pay certain yearly deduction at the beginning of the year. The plan will automatically calculate your deduction, and then add it to your normal co-pay throughout the orders until the full amount of your deduction is met. Once your deductions are met, your co-pay will be adjusted to normal co-pay. Therefore, you do not need to pay your deduction upfront.

What method can I use to pay for my order?
We accept major credit cards such as VISMASTER, DISCOVER & AMEX. However, we do not accept a debit card. For your convenience, we can keep record of your credit card information to bill your medication automatically. We also accept your check if you choose, however, we still need your credit card information as a secondary payment method. Please send us your payment within 25 days upon the receipt of your order otherwise the co-pay will be charged to your credit card. In order to avoid billing disputes and delay in delivery of your orders, you must let us know if any of your card information is changed such as expiration date.

Why do I have to sign for some medications? I may not be at home when they deliver my medication.
As an added security, some of your packages are required to be signed by an authorized receiver. If your packages contain controlled substances and/or high-valued medications, we ship them with a signature confirmation. If there is no one at home to sign for your package, please use the following procedure to retrieve your package. For USPS delivery, mail carrier will leave you a notice regarding your mail to arrange delivery or pick-up. You need to contact your local post office or call the number on your notice. For both UPS and DHL there will be 3 attempts for the delivery. You can call UPS at 1-800-742-5877/DHL at 1-800-225-5345 to arrange your delivery schedule after obtaining a tracking number from RXDN. After 3 attempts, there will be shipping charge for reshipping of the packages returned back to us.

How do you ship my medication that needs refrigeration?
We follow drug manufactures' storage and shipping recommendation for iced-packages. You might see some variations in using ice packs for shipping refrigerated medications depending on seasons. However, please be advised that, according to drug manufactures, not all refrigerated medications are required to send out with specially iced-packages. If you have a further question regarding refrigerated medications or make a special delivery arrangement for those items, feel free to call RxDN.

My doctor just changed my medication after I received the order. Can I return the order?
Unfortunately, because of state and federal law, RXDN cannot accept the return of properly dispensed prescription for credit or refund. Make sure review your order when it arrives and notify us if there is any question. Please do not just return your medication without consulting with one of our customer service agents. Any medication returned without proper reasons will be sent back to you with shipping charge.