Customer care help topics regarding prescriptions, insurance coverage, shipping, payment, and returns. Can’t find what you’re looking for? Contact Us.
How much is Shipping?
Standard shipping is FREE. We ship via UPS and your package will arrive to it’s destination within 2-3 business days (Mon-Fri) whether you are in a state right next to us or in California all the way across the the US. You may request overnight or Saturday Delivery at an additional charge if urgent. The charge can be anywhere from $20-50 depending on your location. Medications requiring refrigeration have a flat $20-25 overnight fee. We are happy to provide you with a tracking number once it is shipped.
How is my medication shipped?
You medication will be shipped via UPS in a plain bubble wrapped padded mailer or a plain brown box with no marking to distinguish it is medication. If you require a medication be sent to a diffrent address or to a PO box, please make sure to let a representative know of your updated shipping needs.
What is a signature requirement?
All our packages are shipped UPS with a standard signature requirement. You may request to waive the signature requirement upon delivery if you are satisfied with UPS leaving a package on your porch or front door step. If you live in an apartment complex with a doorman, they may also sign for the medication or have the delivery left with them. IF YOU WAIVE THE SIGNATURE REQUIREMENT, WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN ITEMS. If you are not home for a package that has a signature requirement, UPS will leave a door tag for you and you can arrange to pick up your package at a nearby UPS location or have them re-deliver the medication on a day that works for you. They will attempt to redeliver the package 2 more times before sending it back to us.
When will I be receiving my medication?
Once we receive confirmation and payment to make and ship the medication, it takes 24-72 hours to compound. Once we have compounded the medication, it will ship via UPS and will be delivered in 2 business days. If it is being sent USPS to a PO Box, it may take up to 3 days for it to arrive.
I think my package is lost!
If we track your package and it shows that it has been delivered, please check outside your home and around the immediate area. If the signature was waived, UPS will sometimes not knock on your door and leave it in a safe place outside your home. If you still cannot locate your package, we will start a Track&Trace with UPS. A representative from UPS may contact you in order to receive more information. The Track & Trace may take 1-2 days to complete. Sometimes, UPS is able to relocate the package and deliver it again in a day. If it is deemed as properly delivered and there is no signature requirement, we cannot replace your medication. You will have to order and pay for it again. If it is lost on UPS’s part, we will send out a replacement once it has been confirmed as lost by UPS. Due to the nature of the package, we cannot ship out a replacement until UPS confirms the package as lost.
I was unable to receive my package and it is being returned to the Pharmacy. Can I have it delivered again?
Once we receive the returned package, we will mail it back to your address again upon confirming the information is still the same. If it is returned to us a 2nd time, we will charge an additional shipping fee in order for us to ship it out again.
Why are you holding my package for shipping?
In the summer or in times of severe weather fluctuations, we may hold your package an extra day before shipping to you to avoid exposing your package to extreme temperatures. If you called in a refill on a Friday, we may ship it on Monday if you live in an area that is experiencing a heat wave. This is to prevent your medication from potentially sitting in a hot truck for an extra 2 days.We have a summer shipping policy in place usually from April-August depending on the temperatures.
I haven’t received my package. Where is it?
If you have not received your package within 3-4 business days upon confirming shipment, please contact us and a representative can track your package via UPS. You may also ask for the tracking number so you may track it online. If there is delay due to ordering ingredients or issues with payment, we will always let you know ASAP. If there are severe weather warnings in our area or yours, we may also hold shipping to prevent any damage to the package.
Can my physician call in a prescription?
Your doctor may call, fax, or E-Scribe prescriptions to us at any time. We will reach out to you once we receive a prescription so you are aware we have received it.
Can I fax my prescription to you?
You can fax us a copy of the prescription, but we require the hard copy original be mailed or handed to us at the pharmacy before we ship out the medication. Often, the doctor’s office can call or fax in a new prescription to us directly if you are located out-of-state.
Contact and Communication
How will I be contacted about my medication?
Once we receive a prescription from your doctor, a Chemistry Rx representative will call you to confirm with you our receipt of your prescription. We may also ask you for additional information such as pharmacy insurance information, allergy information, and mailing address. We usually will contact you within 24 hours of receiving your prescription. We will leave a general voicemail for you to call us back if we are unable to reach you. We will not leave any personal information on your voicemail.
What kind of information will you leave on my voicemail?
We will only leave a general message on voicemails for you to call us back. We WILL NOT leave any personal information besides your name and a phone number to reach us. We will call again the following day if we do not receive any communication from you. We will never leave any personal information on a voicemail without your explicit consent.
Is my medication covered?
We will always try to run your prescription through your insurance in order to get coverage. We will not know what your copay is until we run the prescription through the insurance. If there is a copay or deductible, we will contact you and inform you of the amount and receive your consent before shipping the medication.
Where do I find my insurance information?
Your pharmacy insurance information is located on your insurance card.
A Chemistry Rx representative will need the following information:
- RX BIN
- RX PCN
- RX Group
- Member ID
- Cardholder Relation
I lost my insurance card/ or I don't have my card on me.
That’s okay! A representative may ask where your usual retail pharmacy is and we can contact them to see what they have on file.
Why is my medication not covered?
Unfortunately, in some cases, the compound your physician has prescribed is not covered under your pharmacy insurance formulary. We do offer out-of-pocket prices for medications not covered by insurance. In some cases, the insurance may make an exception to covering your medication.
How can I get an exception for my medication to be covered
If you medication is for medically necessary treatment, such as a genetic condition or life-threatening condition, there are some cases in which the insurance company will allow the doctor’s office to submit paperwork in order for it to be covered. The doctor’s office can do a prior authorization in order to see if the insurance will provide an exception. There is no guarantee the medication will be covered by the insurance, and this is only an option if the insurance allows for it to be done. The process itself can take several days to a couple weeks, so the process can be lengthy. Higher copays and deductibles may also apply if approved.
How do I pay for my medication?
We accept all major credit cards, checks (paper and electronic), and HSA cards. We will always confirm your payment information with you before shipping your medication out. All new prescriptions and refills require confirmation each time unless other directions or requests are given.
What credit cards do you accept?
We accept all major credit cards (Visa, Mastercard, Amex, Discover). If for some reason your card declines, we will contact you to inform you of the decline. You may have to contact you bank or card company in order to approve the transaction. This occurs sometimes if you are located out-of-state.
How much is my medication?
A representative will contact you on the prices of a medication if it is not covered or to confirm any copay. Prices depend on the amount of medication prescribed and the strength of a prescription. We will NOT ship out any medication before we speak with you and confirm all of your details. If your medication is covered and you do not confirm any shipping or payment details, we will hold the medication until you contact us.
Do you accept discount coupons and cards?
Unfortunately, discount codes and coupons do not apply to compounded medications. Discount codes and coupons usually are used for commercially available medications, which compounds are not.
I do not want the medication anymore. Can I receive a refund?
If the medication has already been compounded and shipped, we cannot refund your medication. If you cancel your order before we compound and ship it, we will refund you for the full amount. Please allow several days for your bank or card company to process the request.
Can I return a medication I do not want anymore?
You cannot return any medication once it has been signed and delivered. We also cannot accept returns for medications if the package has been opened. You may dispose of the medication if you no longer wish to use it, but we will not accept returns or issue refunds.
I do not live in the United States. Can I get medication from you?
We are only able to compound medications from prescriptions written by a US doctor. We also cannot ship out of the country to Canada or overseas. If you have questions as an international patient, please contact us. We will try our best to assist you.
Do you have any translation services?
We have staff at our pharmacy that are fluent in German, Korean, Arabic, Lebanese, French, and Armenian. If you require a different language, we also have a Language Line we can call to assist you with communicating with us.
Do you compound injections?
We do not compound sterile medications. This includes eye drops, injections and IV bags. A prescription from a licensed practitioner is required for any compounded medications.
What are your hours of operation?
We are open Monday-Friday 9AM-8PM EST with in-store pick-up until 6PM. Saturdays 10AM-3PM EST. You may call our toll-free number and leave a message at any time. A representative will reach out to you again the following business day.
Can you make ______________ medication?
For most compounded medications, you may inquire if it can be made and a representative should be able to answer most inquiries right away. However, we will not always be able to answer your questions right away depending on the complexity of the compound or uniqueness of a request. A representative will take down the information such as dose, strength, amount, etc and we will check our resources to see if the medication is something we can compound. A representative will contact you within 24-72 hours to let you know either way. More complex requests may take longer to research.
Can you tell me where I can get a prescription for a compound?
We are not permitted to disclose any information in regards to our patients and prescribers. Chemistry Rx cannot recommend or suggest any prescribers that may be able to prescribe you a compounded medication. We also cannot disclose any information about another patient or their medication.
Do you take pharmacy students as interns?
We take various students from the multiple pharmacy schools in Philadelphia as interns every year. We also take students for their advanced pharmacy rotations from Philadelphia College of pharmacy and Jefferson College of Pharmacy. If you are interested in becoming an intern, please use our contact form to get in touch with us!