Frequently Asked Questions
If you are experiencing a medical emergency, please call 911
Following are answers to frequent questions we are asked. If your question is not answered below or if you need assistance, have a complaint, or would like to report an error, call 800-759-3203. For questions about your prescription coverage, prescription claim, copay, deductible, or about your prescription plan benefit, please call the phone number on the back of your health plan or prescription plan ID card.
Pharmacy benefit managers (PBMs) are hired by commercial health plans, self-insured employer plans, Medicare Part D plans, state government employee plans, etc. to lower pharmacy costs for plans sponsors and their members, help maintain access to affordable medications, and improve health outcomes.
A formulary or preferred drug list is a list of the most commonly prescribed generic and brand-name drugs that may be covered by your health plan. The drugs on the Serve You Rx formularies are evaluated by a Pharmacy and Therapeutics Committee made up of independent practicing physicians, pharmacists, and other experts in the treatment of disease and preservation of health who use the clinical effectiveness, safety, and value of a drug to determine a drug’s formulary status. The primary purpose of the formulary is to encourage the use of the most affordable, safe, and effective drugs. Check with your employer or call us at 800-759-3203 to learn which Serve You Rx formulary or preferred drug list applies to you. You can find the Serve You Rx formulary listings on the Drug List page
A drug with a brand name is the first of its kind to have been discovered, researched, tested, developed, produced, and patented for the market. When the patent for a brand drug expires, generic versions of the drug can be developed and marketed.
Preferred drugs are brand-name drugs that have a lower copayment or coinsurance than non-preferred brand-name drugs.
Generic drugs contain the same active ingredients as their brand-name counterparts and can be considerably less expensive. Therefore, an FDA-approved generic equivalent will be dispensed whenever possible based on availability. If you or your prescriber request the brand-name drug when a generic equivalent is available, you may have to pay the difference between the generic drug and the brand-name drug cost, plus the applicable brand-name drug copayment, if your plan has a mandatory generic program.
Specialty Medications treat complex medical conditions such as cancer, rheumatoid arthritis, and multiple sclerosis. The medications may have unique storage and shipping requirements, need additional education and support, and typically are not routinely stocked on the shelves of retail pharmacies. Specialty medications may be oral pills, self-injected, infused (IV), or inhalable. For more information please review the What Are Specialty Drugs information sheet.
A limited number of medications require clinical review and approval before coverage of the medication is authorized. The goal of the prior authorization process is to help ensure medications are used in the most appropriate cases and dosages as recommended by the U.S. Food and Drug Administration (FDA). The medical necessity of using specific medications is confirmed before benefit coverage is approved. Learn more about the prior authorization process.
Most medical conditions have multiple medication options. Although their clinical effectiveness may be similar, prices can vary widely. The Step Therapy program has you first try a less expensive medication that has been proven effective for treating most people with the same condition before you can step to a more expensive drug.
Quantity Limit is a restriction on the amount of medication that is covered by your plan during a specific period of time. Most often, a Quantity Limit is set as a maximum quantity of tablets, capsules, milliliters of liquid, or other unit that can be received as a covered benefit within a certain time limit, usually on a monthly basis for prescriptions obtained at a retail pharmacy or on a 90-day basis for medications obtained at the mail order pharmacy. Learn how Quantity Limits work.
Mail service through Amazon Pharmacy is an easy and convenient way to obtain and save money on the medications you take regularly (e.g., those for high blood pressure, diabetes, high cholesterol, heart conditions, asthma, arthritis, etc.). It provides free standard delivery, fast turnaround, and up to a 90-day supply of most medications at a cost that is likely less than you would pay in copays at other pharmacies.
New to mail order? We broke down what home delivery is and all of the benefits of using mail order to fill your prescriptions. We also debunked mail-order pharmacy myths.
Amazon Pharmacy ensures your privacy by delivering your medications in discreet packaging. If your medication requires refrigeration, it will be shipped separately in packaging designed to keep your medication at a safe temperature.
Sign up for Amazon Pharmacy:
- Visit amazon.com/ServeYouRx and click on “Get Started.”
If you’re not yet an Amazon customer, you’ll need to sign up and verify your account first. - Verify and/or add your insurance
Reminder: please have your insurance member ID card with you to verify your full member ID - Complete the process and order your medications.
Once your prescriptions are processed, you will receive a notification from Amazon Pharmacy that your medications are ready to order, and you will need to go back to your account to check out.
Also, let your provider know that any future prescriptions should be sent to Amazon Pharmacy. They can do this in any of the following ways:
- e-scribe (Amazon.com – Amazon Pharmacy Home Delivery)
- fax (1-512-884-5981)
- phone (855-206-3605)
Yes, your doctor can send us your prescription by phone, fax, or e-prescribe to Amazon Home Delivery Pharmacy.
They can do this in any of the following ways:
- e-scribe (Amazon.com – Amazon Pharmacy Home Delivery)
- fax (1-512-884-5981)
- phone (855-206-3605)
The term “exclusive mail” is used to describe a prescription health plan that is structured to have prescriptions for chronic conditions (e.g., high blood pressure, high cholesterol, diabetes, etc.) filled exclusively by a mail service pharmacy.
Mail service is often the most cost-effective option for filling long-term medications, and home delivery helps people stay on schedule with refills, thereby improving adherence to the prescribed therapy.
Prescriptions for medications needed for a short term to treat acute conditions, such as antibiotics for an ear infection, can typically still be filled at a retail pharmacy. We recommend you check your employer’s benefit plan document or call us at 800-759-3203 to learn the specifics about your prescription health plan.
We recommend placing your order at least one week before you run out of medication. Once processed, you can usually expect your order in 1-4 days, depending on location. For more urgent needs, we recommend using a local pharmacy.
Prime members get free two-day delivery, and all customers get free 4–5-day delivery or can upgrade to two-day for $5.99 per shipment.
Once processed, you can usually expect your order in 1-4 days, depending on location. For more urgent needs, we recommend using a local pharmacy.
Prime members get free two-day delivery, and all customers get free 4–5-day delivery or can upgrade to two-day for $5.99 per shipment.
Once an order has shipped, you'll be able to track it in Pharmacy Orders. You'll be able to see the latest tracking information as well as any delivery date updates. If you have multiple items in an order, there may be more than one delivery date or tracking number.
The Preferred Drug Lists (formularies) are not intended to be a complete list of medications, and not all medications listed may be covered under your plan. Please look at the benefits plan documents provided by your employer or plan sponsor to see what medications your plan covers. You may also log on to the Member Portal or call customer service at 800-759-3203 for more information.
FDA-approved generic equivalents will be dispensed for brand-name drugs whenever possible, unless you or your prescriber specify otherwise. If you or your prescriber request the brand-name drug when a generic equivalent is available, you may have to pay the difference between the generic drug and the brand-name drug cost, plus the applicable brand-name drug copayment, if your plan has a mandatory generic program.
If you have a refill available, you can refill an existing prescription by going to the Pharmacy Dashboard.
From the Pharmacy Dashboard, you'll also be able to see an estimated date when you'll be able to order your prescription again through your insurance. This date is based on your dosage and last fill date. If you have any questions about this, you can contact your insurance provider.
If your prescription has no refills, you can request a new prescription. You can also turn on automatic refills for eligible prescriptions.
If you need a refill sooner than scheduled, you can contact us so we can reach out to your insurance to request an override. If approved, we'll be able to request an early refill.
Note: If your prescription is for a controlled substance, you may be limited to a certain number of refills within a timeframe, even if you're not using insurance.
Absolutely! Pharmacists are available 24 hours per day, 7 days per week to answer questions about your prescription orders filled by Amazon Pharmacy. Here's how to get in touch: Contact Amazon Pharmacy
Due to state and federal regulations, our Home Delivery Pharmacy cannot accept returned medications for disposal. To safely dispose of medications, we recommend taking them to a U.S. Drug Enforcement Administration (DEA)-authorized collector. For more information, reference our Safe Drug Disposal webpage.
Any recalled medications will be removed from our inventory and properly disposed of. You can review the national recall list anytime on the FDA website Drug Recalls.
If you have been impacted by an emergency or disaster and have an urgent need to get your medications, please call us at 800-759-3203. Should an emergency or natural disaster threaten our facilities, Serve You Rx has a business continuity plan ready to deploy in order to minimize any disruption to your service and provide you with the medications you need when you need them.
To learn more about your chronic condition, visit our patient education page.