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PrimeMail® home delivery pharmacy service

Find answers to common questions about PrimeMail

What is PrimeMail?

PrimeMail provides home delivery pharmacy services including:

  • Filling a new prescription(s)
  • Refilling your existing prescription(s)
  • Transferring your prescriptions to or from PrimeMail
  • Calling your doctor for a new prescription or renewing an existing prescription
  • Online cost calculators
  • Drug interaction information
  • 24/7 access to U.S.-based pharmacy staff

What does PrimeMail offer?

PrimeMail service offers mail delivery with the highest standards of quality, safety and service for your prescription drug needs.

  •  Safety: Tamper evident packaging
  •  Security: Plain label mailing
  •  Savings: Fewer copays possible
  •  Convenience: Delivery to your door
  •  Service: Available 24/7

Learn more about PrimeMail home delivery service.

Am I eligible to use PrimeMail?

To determine if you are eligible to use PrimeMail, call Customer Service at the number listed on the back of your Member ID card.

Where is PrimeMail located?

Prime is proud to offer multiple mail facilities based in the U.S. PrimeMail Member Services is also located in the U.S.

How do I get my medicines?

  • Once you have your prescription, you can go to any pharmacy to have it filled.
  • A network pharmacy works with your prescription drug plan to fill prescriptions, usually at a lower cost than an out-of-network pharmacy.
  • Pharmacy networks are usually large enough to give you many pharmacy choices.
  • Networks include major chain pharmacies and local independent pharmacies. It's your plan’s way of keeping costs lower to keep your cost of coverage as affordable as possible.
  • You may also be able to use your pharmacy plan's home delivery option. This is a great option if you take a maintenance medicine for a condition like high blood pressure, asthma or diabetes, and take your drugs for long periods of time. With home delivery pharmacy, you can get up to a three-month supply of your medicine delivered right to your home.

Who fills my prescriptions?

All orders are processed by certified pharmacy technicians. The orders are all reviewed by registered pharmacists for safety, verification and accuracy. More than a dozen quality checks are conducted on each order. All PrimeMail employees, including pharmacy staff, are based in the U.S.

How can I get started with PrimeMail?

You can get started using any of the following ways:

  • Visit the PrimeMail web page and request new prescriptions. Our highly trained pharmacy staff will take care of the rest.
  • Mail order form along with your prescriptions to PrimeMail. Order forms can be found at MyPrimeMail.com.
  • Call Member Services to get your prescriptions filled using PrimeMail.
  • Have your doctor fax a PrimeMail Physician Fax Order Form (available at MyPrimeMail.com) to the fax number noted on the form.
  • Have your doctor e-prescribe your prescription electronically.

How do I use PrimeMail services on the web?

Register on MyPrime.com with your member ID number. This number can be found on your prescription drug card. You will also need to provide your name, date of birth and gender.

The personal information you provide helps identify you each time you order a prescription. The information ensures that you are the only one who can access your private health information. This also makes refilling an order easier. If you prefer to not share personal information online, contact us and ask to speak to a member service agent.

Family members covered under your pharmacy benefit will need to register separately.

Members can register for their dependents. However, state and federal privacy laws protect the prescription details of adults and dependents over a certain age. This age varies by state law. Information for dependents under this age may only be available to the policy holder.

Is my information secure online?

Yes. PrimeMail protects the privacy and the security of your personal information. Your information will not be shared or sold. PrimeMail uses state-of-the-art 128-bit SSL encryption and identify verification software to keep transactions with PrimeMail private and secure.

To take advantage of PrimeMail's internet technology, you will need a major web browser that supports 128-bit encryption (such as Internet Explorer, Firefox, Safari, etc.).

How can I get my prescription transferred to PrimeMail?

To get a prescription moved from a local retail pharmacy to PrimeMail, call Member Services at 877-357-7463. You will be transferred to the Pharmacy Resource Center where pharmacy staff will ask you for the information needed to transfer the prescription(s). Please note that some state laws do not allow certain kinds of prescriptions to be transferred. If the pharmacy cannot transfer the prescription due to state law, PrimeMail will attempt to contact your doctor for a new prescription.

PrimeMail can accept phoned-in prescriptions from your doctor for all drugs except Schedule II narcotics. For those medicines, the hard copy is required at the pharmacy before the prescription can be filled. This is required based on Federal and State dispensing regulations.

What medicines are available through PrimeMail?

PrimeMail will make all attempts to get the medicine prescribed by your doctor. If the medicine is not available through PrimeMail, we will let you know. In some instances, with your permission, PrimeMail can contact your doctor for an alternative medicine.

Can PrimeMail fill my prescription with a specific generic drug or generic drug manufacturer?

We can help if you require a specific generic drug or generic drug manufacturer of a medicine. Your doctor must write the manufacturer required on the prescription along with the reason for the requirement. PrimeMail will make every attempt to get the specific manufacturer required.

Does PrimeMail fill over-the-counter products (OTC)?

PrimeMail can fill your OTC medicines if your doctor writes a prescription for it and your prescription drug plan covers the medicine. PrimeMail can fill orders for the following:

  • Isomil Advance
  • Neocate Infant
  • Omeprazole
  • Peptamen Junior
  • Prilosec OTC
  • Loratadine
  • Cetirizine

Call 877.357.7463 to find out if your OTC prescription is covered by your benefit.

How do I know what drugs are covered by my prescription drug plan?

Prescription drugs covered by your drug plan (called a drug list or formulary) can be found on Find medicines. You can also call Member Services at 877.357.7463 for more detailed information about your prescription coverage and ways you may be able to save on drug costs.

Can I get all my medicines from PrimeMail home delivery?

Home delivery can save you time and money, but there are some medicines you'll still need to have filled at a retail pharmacy. This includes medicines you take for less than three months at a time such as antibiotics or cough medicine.

Does PrimeMail fill Durable Medical Equipment (DME)?

PrimeMail will process your DME prescription. Some examples of DME are paradigm pumps and reservoirs. We can also assist in dispensing insulin pumps. If your prescription drug plans covers the product, PrimeMail will dispense.

What medicines are not available through PrimeMail?

Certain medicines are considered specialty medicines. These medicines are filled at a Specialty Pharmacy which specialize in particular classes of medication and health conditions.

Additionally, the following is a list of medicines that may be restricted at PrimeMail: Accutane, Actimmune, Amevive, Aralast, Avastin, Botox Injections, Cerezyme, Flolan, Fuzeon, Fragmin, Helixate, Infergen, Kogenate, Leukine, Nutropin, Nutropin AQ, Nutropin Depot, Prolastin, Proleukin, Raptiva, Recominate, Remicade, Remodulin, Sandostatin, Serostim, Somavert, Synagis, Temodar, Thalomide, Tracleer, Visudyne, Xeloda, Xolair, Xyrem, Zavesca, and Zamaira.

This list can change at any time. Contact us to find out if PrimeMail is able to dispense your medicine.

Can PrimeMail fill my compound medicines?

PrimeMail can fill compound medicines with some exceptions. Certain prescriptions cannot be compounded at PrimeMail. These include but are not limited to: bioequivalent compounds of a manufactured product, sustained or extended release formulations, lozenges, suppositories, vaginal creams, respiratory compounds, creams or ointments containing Clonidine, irrigations, sublinguals and C-II medicines.

Contact us and ask to speak with a pharmacist to find out if your prescription can be compounded by PrimeMail.

What if I have questions about my medicine?

Please review the drug information that was sent with your PrimeMail order. PrimeMail includes a Patient Advisory Leaflet (PAL) for each medicine dispensed. If the directions for taking the medicine are too long to fit on the prescription label, a separate document with additional instructions will be included. The PAL is an informational sheet about your medicine(s) including what the medicine is for, how to store it, side effects of the medicine, and more.

If you have any questions regarding your medicines please contact us and you will be directed to a pharmacist.

How can I get my PrimeMail prescription refilled?

You can refill your PrimeMail prescription via the web on MyPrime.com, mail in the request with a PrimeMail order form, through PrimeMail's automated call line, or contact us to speak directly with one of our member service agents. 

My prescription drug plan does not cover my prescription but I still need it. Can PrimeMail fill it?

PrimeMail only fills medicines which are covered through your prescription drug plan. For medicines that are not covered by your prescription drug plan, you can fill the prescription at your local pharmacy at your own expense.

How soon will I receive my medicine?

Upon receipt of your new prescription or refill request, please allow 3 to 5 business days to process your order, plus the shipping option you selected: 

  • Standard: 2-10 business days
  • 2nd business day
  • Next business day

How are PrimeMail prescriptions mailed?

PrimeMail offers standard shipping (2-10 business days) to the address of your choice for no charge. PrimeMail offers second day shipping for $15 and overnight shipping for $22. For second day and overnight shipping a physical address is required. We are not able to ship second day or overnight to PO Boxes. Shipping costs are subject to change.

PrimeMail provides mail-service delivery to any of the following U.S. Postal Service destinations:

  • All 50 states
  • PO boxes
  • APO/FPO addresses
  • U.S. Territories

* PrimeMail is licensed in all states except Pennsylvania and Massachusetts which are developing processes to license out-of-state pharmacies.

How are temperature-sensitive medicines shipped?

Temperature-sensitive medicines that require refrigeration are shipped in an insulated package via second day or next day overnight shipping. These are shipped at no additional charge to you. To ensure the stability of some refrigerated medicines, PrimeMail will contact you to validate the shipping address and to inform you when the package is expected to arrive.

What if my doctor did not include all the information needed on my prescription?

If PrimeMail is unable to process your order due to a lack of information, we will notify you of the delay. PrimeMail will contact your doctor to get any missing information. Our pharmacists may also contact your doctor to clarify any questions they may have.

What is the difference between brand-name and generic medicines?

  • Brand-name medicines are sold by a pharmaceutical company that has the patent, or license, on a particular medicine. You may see ads for these medicines on TV and in magazines.
  • Generic drugs have the same active ingredients as brand-name drugs, but they can be manufactured and sold by other companies, after the patent (license) has run out on the brand-name drug. The Food and Drug Administration requires these drugs to work the same as the brand-name versions.

Does PrimeMail fill prescriptions with only generic medicines?

PrimeMail carries both brand-name and generic drugs, but it depends on your plan. Choosing a generic drug can save you money, up to 80%.

Companies that make generic drugs must follow the same strict standards as the companies that make brand-name medicines. The active ingredients and standards for approval are exactly the same. The FDA reviews and approves all generic drugs before they can be sold.

Primemail will fill a prescription for a brand-name drug and your plan covers it. Check your plan details and drug list (formulary) so you know exactly what's covered under your plan.

How do I know what payment amount I should include with my PrimeMail order?

To determine your copay or coinsurance for new or refill prescriptions, contact a Member Service agent at 877.357.7463. The agent will help you determine the copay for each of your prescriptions. 

What if I want/need more medicine than my doctor prescribed?

PrimeMail can't dispense more than what the doctor has prescribed without the doctor's authorization.

What should I do if I need my medicine immediately?

Because a first fill at PrimeMail will take seven to ten days to receive, ask your doctor for two prescriptions:

  • One for a supply to be filled at a local retail pharmacy for immediate use (typically a 14-30 day supply)
  • One for a 90-day supply to fill at PrimeMail

What are my options if I can't get my prescription because it is on manufacturer back order?

PrimeMail will notify you if there is any delay in shipping your order. If the prescribed medicine is not available, please contact your doctor to discuss options. For short-term fills, you can check with your local retail pharmacy to see if they have the medicine available. Talk to your doctor if you need a short-term prescription.

My medicine is out of stock, when can I expect it?

PrimeMail checks and stocks its inventory daily. If your medicine is out of stock and not on backorder from the manufacturer it should be available within 1-2 business days.

Does Prime require payment when I place a request for a prescription to be filled?

Yes. Payment is due with each order and may be made by credit card, check or money order. Orders received without payment may delay processing. There is a $20 returned check charge. If you have questions or need to discuss options, call PrimeMail Member Services at 877.357.7463. 

How can I pay for my order?

PrimeMail accepts checks, money orders, Visa, MasterCard, American Express, and Discover. Debit cards for Health Savings Accounts are also accepted. Credit card information can be entered through MyPrime.com, Member Services at 877.357.7463 or provided on your order form if it is mailed.

Why did I receive a call from PrimeMail about payment?

If you received a letter or a message from PrimeMail, please call Member Services at 877.357.7463. PrimeMail may be able to bill your order and send an invoice if the total amount of your order plus any current balance goes over your credit limit. If the amount due is more than your credit limit, payment will be required before the prescription is filled.

Does PrimeMail accept coupons?

PrimeMail does not accept coupons, but does accept checks from drug manufacturers.

What is the most I can be charged for an order without my permission?

Orders with a total of $399.99 or less do not require your permission. Please be sure to check drug pricing on MyPrimeMail.com before placing any orders. Your order can't be cancelled if it has already been shipped.

Will I receive a courtesy call from PrimeMail when my order total is over a certain amount?

PrimeMail will try to contact you if your order is being processed with a credit card and the total order charges are $400.00 or greater. This is a courtesy call to inform you of the charges due. PrimeMail will make two call attempts before your credit card is billed and your order is shipped. To cancel your order, please contact Member Services at 877.357.7463. If you would like your order to be shipped, no action is needed.

Why did PrimeMail charge the wrong credit card?

PrimeMail keeps the credit card(s) provided on an order form or via the web. If no payment option is listed on your order form, PrimeMail will use the last valid credit card saved on your account. If you do not want PrimeMail to keep this information, please contact Member Services at 877.357.7463.

How can I cancel my order?

To cancel your order, contact Member Services immediately at 877.357.7463. Your order can't be cancelled if it has already been shipped.

Why am I being contacted by PrimeMail to change my prescription to a generic drug?

PrimeMail tries to help you get the greatest savings. Switching from a brand name drug to a generically equivalent drug may result in savings.

We will contact you to let you know of the cost savings you will receive by switching from brand to generic. If you agree to change to the generic, we will update your prescription on file. If your doctor has written the prescription as brand only, we will call your doctor to ask for permission to change to the prescription from brand to generic. If approved, your prescription will be processed and shipped. If we are unable to get approval from your doctor, we will notify you. If you do not wish to receive these calls, please contact Member Services at 877.357.7463.

How do I change the shipping address or ship method if I already placed my order?

To make changes to your order, contact us as soon as possible. Your order cannot be changed if it has already been shipped. 

I have a new allergy or health condition. How do I update my account/profile?

To update your allergies or health conditions, you can:

When I receive a call or email from PrimeMail about my order status, do I have to do anything?

Doctors sometimes write prescriptions for diabetic supplies without instructions. If you have received these supplies from PrimeMail in the past, we will dispense what you have previously received. If you have not received any supplies from PrimeMail or it has been a year or more since you have received supplies from PrimeMail, we will contact you. You can also indicate on your order form what supplies you prefer to avoid delays in your order.

Why am I being asked by PrimeMail about my diabetic supplies?

Doctors sometimes write prescriptions for diabetic supplies without instructions. If you have received these supplies from PrimeMail in the past, we will dispense what you have previously received. If you have not received any supplies from PrimeMail or it has been a year or more since you have received supplies from PrimeMail, we will contact you. You can also indicate on your order form what supplies you prefer to avoid delays in your order.

Why am I being asked by PrimeMail for a form of identification (ID)?

Some states require a form of ID to dispense drugs that are controlled substances. Without this information, PrimeMail will not be able to dispense your prescription.

Some examples of acceptable IDs are:

  • Driver's license
  • Passport
  • Military ID
  • State ID
  • Social Security Number

Why did I receive a call from PrimeMail about a cold pack order (temperature-sensitive)?

PrimeMail will call you when your prescription is considered to be a cold pack medicine. These medicines require special handling. This simply means your medicine needs to remain cold. The prescription will be shipped in an insulated package with ice packs. To ensure the stability of some refrigerated medicines, PrimeMail will contact you to validate the shipping address and to inform you when the package is expected to arrive.

Why did I receive a call from PrimeMail to verify my name and/or date of birth?

PrimeMail will make sure orders are processed for the correct patient. Occasionally, the information provided with your order may not match our records. We need to verify information with you before we can proceed.

Your order can be delayed if the information you have provided does not match what your insurer has on record. If this is the case, please contact your prescription drug plan to have the information updated.

What does it mean if my prescription requires a Prior Authorization or Step Therapy?

When a Prior Authorization is needed, it means your prescription drug plan must approve your prescription before PrimeMail can fill your order. Step Therapy means you take a "step" approach with your medicines. You may first need to try a more clinically appropriate or cost effective drug before other drugs are approved by your prescription drug plan. Certain prescription medicines must be tried without success before other medicines will be approved. PrimeMail will work with your doctor to validate what drugs have been tried.

For both Prior Authorizations and Step Therapy, PrimeMail will work closely with your doctor to determine if your claim can be authorized. This process may take 5 to 10 business days. Once approval is received, PrimeMail will ship your medicine. If we are unable to get an approval from your prescription drug plan, PrimeMail will notify you about the denial.

What does it mean if my prescription is "profiled"?

"Profiled" means your prescription is on file with PrimeMail. The prescription was processed but could not be dispensed at the time it was sent in. This is usually due to limits of the prescription drug plan.

Limits include:

  • The prescription is not due for the next fill per the prescription drug plan.
  • The prescription requires Prior Authorization or Step Therapy. The prescription will be held while this process is completed.
  • Additional payment information can't be obtained after call attempts to the member. The member will be notified via correspondence.
  • The shipping address can't be verified after call attempts to the member. The member will be notified via correspondence.

Prescriptions can be profiled at the request of the member. You could choose this option if you still have medicine on hand and do not require any more until a later date. When you are ready to get the prescription filled, call Member Services at 877.357.7463 or visit MyPrimeMail.com to start your order.

Why has my order been shipped, but I have not received it?

Transit times can vary based on how your order is shipped and your location. PrimeMail uses the United Parcel Service and the United States Postal Service for many of its shipments. First Class mail may take 1-5 days, excluding Sunday. If the order was shipped via priority mail, second day or overnight, a tracking number will be available. You can check your order status at MyPrimeMail.com or by contacting Member Services at 877.357.7463.

PrimeMail may reprocess the order at no additional charge to you if the order was shipped to the correct address and the package has not been received:

  • 18 days after it was shipped via standard shipping
  • 72 hours after it was shipped via second day service
  • 48 hours after it was shipped via overnight service (excluding Saturday & Sunday)

You can check your order status at MyPrimeMail.com or by contacting Member Services at 877.357.7463.

Why didn't PrimeMail use the credit (credit due, not credit card) on my account?

If no payment option is listed on your order form and you have an available credit card on file, PrimeMail will use the credit card. If you have supplied a form of payment at the time of your order, PrimeMail will process your order using the payment provided or any credit you may have. You may still have a credit on file afterwards. Please call Member Services at 877.357.7463 if assistance is needed.

Why did someone else in my house receive my package?

There could be several reasons that your order was received by someone else. Please contact Member Services at 877.357.7463 for assistance.

At what age will PrimeMail ship directly to a dependent?

Orders will be sent directly to members who are 15 years of age or older. All orders for patients younger than 15 years of age will be addressed to the parent or guardian. 

Why was my prescription returned to me?

When a prescription has been returned to you, this means your order has stopped being processed. Reasons for this include:

  • Certain medicines are not covered by your prescription drug plan
  • Prescription could not be filled due to lack of information from your doctor
  • Expired prescriptions can't be processed
  • Prescriptions that are post dated can't be processed
  • Specialty medicines may not be covered by your prescription drug plan through PrimeMail
  • Some prescriptions may require compounding that PrimeMail is unable to do

Prescriptions can also be returned at your request if the prescription has not been filled. We can also provide you a copy of the original prescription.

Why did I receive a generic drug when I wanted a brand name drug?

PrimeMail strives to fill your prescription as requested by you and your doctor. If neither you nor your doctor indicated that the brand medicine is needed, PrimeMail will fill the prescription with the generic equivalent if it is available. PrimeMail will also ship a generic drug if the brand name drug is no longer available.

Some medicines are only available as brand name drugs because a generic equivalent has not yet been released. When this happens, PrimeMail will fill the medicine with a brand. In some instances, with your permission, PrimeMail can contact your doctor for an alternative medicine.

If you have any questions regarding your order, contact Member Services at 877.357.7463 for assistance.

Why did I receive a brand name drug when I wanted a generic drug?

PrimeMail strives to fill your prescription as requested by you and your doctor. If neither you nor your doctor indicated that the brand medicine is needed, PrimeMail will fill the prescription with the generic equivalent if it is available. PrimeMail will also ship a generic drug if the brand name drug is no longer available.

Some medicines are only available as brand name drugs because a generic equivalent has not yet been released. When this happens, PrimeMail will fill the medicine with a brand. In some instances, with your permission, PrimeMail can contact your doctor for an alternative medicine.

If you have any questions regarding your order, contact Member Services at 877.357.7463 for assistance.

What do I do if I received the wrong medicine or medicine strength from what my doctor prescribed?

Please contact Member Services at 877.357.7463 to speak with a member of our pharmacy team.

What if the medicine I received is not what I ordered?

Contact Member Services at 877.357.7463 for assistance to review the specifics of the order in question.

Why is the wrong doctor on my prescription label?

Please contact Member Services at 877.357.7463 for assistance to review the specifics of the order in question.

Why is my prescription missing directions?

Please look over the paper work included with your order. If the instructions for your order are too long to place on the label, they will be included on a separate document called a Patient Advisory Leaflet (PAL). If there are no directions with your order, or if you have any questions regarding your order, please contact Member Services at 877.357.7463.

Why am I missing some pills from my bottle or missing a bottle from my order?

It is possible that part of your prescription is coming in a separate package. It may be that part of your prescription was placed on hold. Check the invoice sent with your order for more information. If you are missing medicine from your order, contact Member Services at 877.357.7463 for assistance.

Why was my order shipped to the wrong address?

Orders are shipped to the address that was on the order form included with your order or on file at MyPrime.com. If there is no address on the order form, PrimeMail will ship to the address on file. If there is more than one address on file, PrimeMail will make two attempts to call you to check the shipping address. After two attempts your order is put on hold (profiled). Please contact Member Services at 877.357.7463 for more information.

Why did I receive my order in separate packages?

Our goal is to process orders in a timely manner. In the event of a delay, PrimeMail may split an order to ship the prescriptions that are ready. Your shipment will include documentation to inform you of the split. We will continue processing what is left of the order until the full order has been shipped. PrimeMail will also split an order if it contains any prescriptions certain controlled substances. Members may also request that their order is sent separately.

Why was my prescription bottle not sealed?

Most medicines dispensed by PrimeMail have a seal on the bottle. Certain medicines will not be sealed due to required special handling. Your medicine is safe to take if it was received in a package that does not show signs of tampering. If the package appears to have been tampered, please contact Member Services at 877.357.7463.

Why was my order so expensive?

Prescription costs such as copays and coinsurance may be higher for a variety of reasons such as:

  • You may have a deductible that has not yet been met
  • You may be getting a brand name drug which can have higher copays than a generic drug
  • You may be receiving a drug that is not on your prescription drug plan

Why does my medicine look different?

PrimeMail uses various manufacturers licensed in the U.S. for equivalent drugs. Please review the bottle and paperwork included in your package for more information. You can also contact Member Services at 877.357.7463 where a pharmacist can answer your questions.

My package or prescription was received damaged. What should I do?

All prescriptions are checked and verified before being packaged. All packages are tamper resistant. In very rare cases, the package or medicines may be damaged in shipping. If your medicine has been damaged and you are not comfortable taking the medicine, contact Member Services at 877.357.7463 to speak with a pharmacist for assistance.

How do I return my medicine to PrimeMail?

PrimeMail will only accept authorized returns. Please contact Member Services at 877-357-7463 for more information and assistance to determine if you are able to return your prescription.

How can I dispose of the medicine I no longer want, need, use, or is expired?

Do not flush any medicine unless the label or patient information instructs you to do so.

Medicine take-back programs are a good way to get rid of expired or unused medicines from your home. This helps reduce the chance that others may take the medicine by mistake. Contact your city or county government's household trash and recycling service. See if there is a medicine take-back program in your community. Learn about any special rules about which medicines can be taken back.

If no medicine take-back program is available in your area, you can follow these simple steps to dispose of most medicines in your household trash:

  • Mix medicines (do NOT crush tablets or capsules) with an unpalatable substance such as kitty litter or used coffee grounds.
  • Place the mixture in a container such as a sealed plastic bag or an empty can.
  • Throw the container in your household trash.

For more information, review the U.S. Food and Drug Administration's guidelines for Proper Methods for Disposing of Unused Medicines or contact PrimeMail Member Services at 877.357.7463.

What about getting rid of syringes and needles?

Discarded syringes with needles present a risk to solid waste workers. They may suffer a needle stick injury when handling your garbage.

Syringes and needles should be disposed of in a Sharps container. A Sharps container is used to hold used medical waste. Sharps containers can be purchased at most drug or convenience stores. Syringes, needles and the Sharps container should NEVER be put into the trash.

Contact your local solid waste disposal department or public health department. Ask for disposal instructions for your local area. You can also contact The Coalition for Safe Community Needle disposal at 800-643-1643. They can give you information on safe disposal programs in your area. You can also visit the United States Environmental Protection Agency website for more information.

I see the letters PA, ST, and QL by a plan selection. What do these letters mean?

  • PA stands for Prior Authorization. This means that your plan has to give authorization before it will help pay for certain medicines.
  • ST stands for Step Therapy. Some medicines may require step therapy – meaning, you may have to try a different medicine to treat your condition before your plan will cover the medicine your doctor first prescribed for you.
  • QL stands for Quantity Limits. Some medicines have quantity limits, which means that the pharmacy may only be allowed to give you exactly enough medicine to cover a certain period of time. Quantity limits are usually for very expensive medicines (so you don’t buy more than you need), or for medicines that are more likely to be overused or abused.

What PrimeMail materials can I find online?

  • PrimeMail forms to be filled out and mailed in with your prescriptions
  • Doctor fax forms that your doctor can use to write a new prescription and fax into PrimeMail
  • Prescription claim forms to submit for reimbursement for prescriptions you may have paid for without using prescription coverage.

You can also:

  • Update your contact information
  • Confirm your allergies
  • Review your health conditions
  • Add or change payment options
  • Refill available prescriptions
  • Request a renewal of an expired prescription
  • Check on the status of your order
  • View your claim history

Can my order be faxed to PrimeMail?

Yes, PrimeMail can accept faxed prescriptions from your doctor. However, PrimeMail does not accept faxed orders from members. Please note that some state laws prohibit the faxing of prescriptions for controlled substances. Please check with your doctor.

How does my order get processed?

Once your order is received at PrimeMail, the order form and prescription are scanned to keep a digital record of the order. Once the digital record is created, we will check to make sure your prescription is eligible for coverage. Pharmacy staff processes all prescriptions. A pharmacist verifies all prescriptions for accuracy.

If there are any issues with your prescription, a pharmacy technician will contact your doctor. If there are other issues with your prescription or with the order, the pharmacy technician will make all attempts to resolve the issue. You will be notified if the issue is unable to be resolved. You may also be contacted to get additional information or clarification. Your order will be shipped after all issues are resolved and a pharmacist has verified your order.

My prescription was filled for the wrong person. What should I do?

Please contact Member Services at 877.357.7463 for assistance.

What are Schedule II controlled substances?

The Drug Enforcement Administration (DEA) has strict rules for prescribing and dispensing certain drugs. These drugs are called schedule II (CII) controlled substances. This group of drugs has a strong potential for abuse or addiction but also a legitimate medical use. 

How does PrimeMail ship prescriptions for Schedule II Controlled Substances?

PrimeMail takes special care to make sure the right person receives a schedule II medicine:

  • Someone must sign for the delivery. The medicine will not be left in a mailbox or on your front step. (Depending on state regulations, other controlled substances also may require a signature.)
  • If you ordered a schedule II prescription along with other prescriptions, you may receive your order in more than one package.
  • PrimeMail prefers to ship schedule II drugs to a physical address (like your home or office). If you need to make other delivery arrangements, please contact us.

When my doctor sends a prescription to PrimeMail, what happens next?

We'll process your prescription, unless you or your doctor tells us not to. Once we enter it into the system we'll try to let you know by phone or email, depending on your contact preferences. Then, when your order is ready, we'll ship your medicine directly to you – anywhere in the U.S.

If you're a Medicare member, we'll need your permission before we can process your new order. So we'll contact you before we start to make sure it's OK.