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Preguntas frecuentes

Ordering & Refilling Prescriptions

How do I submit my new prescription?

Order by mail: Send your order form and the written prescription provided by your doctor to:

Express Scripts, Inc.
PO Box 52150
Phoenix, AZ 85072

Order by phone: Have your doctor call Express Scripts toll-free 877.283.3858.

Order by fax: Have your doctor fax your order form and your written prescription to Express Scripts using the following information:

  • Within the United States: Toll-Free, 877.895.1900
  • Outside the United States (U.S. licensed prescribers only): 602.586.3911
Where can I get a prescription order form?

You can get an order form using any of the following options:

  • Print the Mail Order Registration Form (PDF file).
  • Login and print a form from the Print Forms page under Health & Benefits Information section at
  • Pick up an order form at any Military Treatment Facility.
  • Call Express Scripts toll-free at 877.363.1303. Select the option to leave your name and address, and we'll mail an order form to you.
Does my doctor need to write my prescription a certain way?

Have your doctor write your prescription to allow for up to a 90-day supply of medication (or the maximum days supply allowed by your benefit) with each order. Your doctor should also allow for refills for up to one year, if appropriate.

For example, if you take two pills per day, the prescription should be written to allow 180 pills with each order, indicating the prescription can be refilled three more times (for a total of one year's medication). This way, you won't have to obtain a new prescription every three months.

What information needs to be on my written prescription?
The front of the prescription should include the patient's name and the other standard information provided by the doctor.

You should also provide the following information on the back of your prescription. This helps us fill your prescription safely and without delay.

  • Patient's full name, including Sr. or Jr. if applicable
  • Patient's address
  • Patient's date of birth
  • Patient's member ID number
Can I submit prescriptions written by any doctor?

By law, only prescriptions written by prescribers licensed in the United States, District of Columbia or a U.S. territory are considered valid. For controlled substances, the prescriber must provide his or her individual DEA number. Prescribers can't write prescriptions for family members.

If my doctor faxes in a new prescription, do I still have to fax/mail in the prescription order form?

No. If you wish to submit your prescription by fax, your doctor should fill out the entire order form, including your name, address and prescription information, then fax it to the Express Scripts Pharmacy. We can only receive faxed prescriptions sent directly from the doctor's office.

Can I fax in my own prescription to Express Scripts?

No. We cannot accept prescriptions faxed directly from patients. Faxes must be sent from a doctor's office and must include all of the necessary information, including the patient's first and last name, date of birth, address and member ID number. Login and print a fax form from the Print Forms page under Health & Benefits Information section at so that your doctor can fill in and fax to us with the prescription.

How do I move my current prescription to a different local pharmacy?

It's easy to transfer your prescriptions to another pharmacy. Simply take your current prescription bottle to your new pharmacy and ask the pharmacist to manage the transfer from your previous pharmacy.

You can also call the new pharmacy and ask the pharmacist to contact your current pharmacy and transfer your prescription.

Or ask your doctor to call your new pharmacy with your prescription information.

When can I refill my Home Delivery prescription?
  • Online Refills: To order a refill, login to Your prescriptions eligible for refill (or renewal) will be automatically displayed on the home page under the Prescriptions section. Simply click the “add to cart” button and complete the transaction.
  • Refills by Mail: If you submit an order less than 90 days before the next refill date allowed by your plan, we will hold the prescription and mail you a letter informing you when we are allowed to process the refill. If you submit an order more than 90 days before the prescription renewal date, we will return the unfilled prescription with a letter informing you when it can be resubmitted, according to your plan.
What if I am told it's too early to fill my prescription?

You may refill your prescription after you have used about 66% of your medication. If you send in your refill before the allowable refill date, Express Scripts will either:

  • Hold the prescription for up to 90 days and fill it on the allowable refill date, or
  • Return the prescription to you if it cannot be filled within 90 days of the allowable refill date.

To avoid delays in processing, we encourage you wait to order your next refill until you have about a three-week supply left of medication left. Check your prescription bottle for your next available refill date.

¿Cuándo vence mi receta?

Most prescriptions expire one year from the date they are written. The prescription cannot be filled after the expiration date, even if there are unused refills remaining.

If my prescription is NOT a compound or controlled medication, do I have to speak with a patient care advocate to order a refill?

No. While you can always order refills from a patient care advocate, you can also order refills through your online account or through Express Scripts' Integrated Voice Response system (IVR) at 877.363.1303.

My family member/caregiver handles my medications; can he/she contact Express Scripts for me and order my medication?

Yes. To protect your privacy, the person calling on your behalf must provide the sponsor's ID number, your name, date of birth, address, and telephone number. He or she should also have all of your medication bottles available to discuss your specific medications with customer service. Express Scripts will only be able to talk to your family member/caregiver about medications that you ask about by name, unless you establish power of attorney or designate them as a caregiver online via your Express Scripts Portal. Instructions to designate a caregiver online are listed below:

How to Designate a Caregiver online:

These instructions are for the beneficiary.

If the beneficiary wants to… Then the beneficiary should…
Designate a Caregiver online (Designated Caregivers can access Protected Health Information)
  • Sign into your account
  • Select “My Account”
  • Select “Designate a Caregiver”
  • Select “Add a Caregiver”
  • Add Caregiver information
  • Read the Designated Caregiver Terms & Conditions
  • Check Electronic Signature box
  • Click Continue, then confirm
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