You can start using Express Scripts Pharmacy for home delivery as soon as your SCAN benefits begin. It's easy to get started—Express Scripts Pharmacy will even contact your doctor once you’ve completed one of the steps below!

Online

• Create or log in to your account at www.Express-Scripts.com/rx.
• Choose which existing medications you want to start on home delivery or request a new one.
• Express Scripts Pharmacy will contact your doctor and take care of the rest.

By phone

• Call Express Scripts Pharmacy at (866) 553-4125 (available 24 hours a day/ 7 days a week).
• If you’re new to Express Scripts Pharmacy, you can call a Personal Enrollment Specialist to help you through the process. Call a Personal Enrollment Specialist at (877) 842-9792 between 8:00 AM to 5:00 PM Central Time.
• Express Scripts Pharmacy will contact your doctor and take care of the rest.

By mail

• Fill out a Home Delivery Order Form through SCAN Health Plan or Express Scripts Pharmacy (see links below for form).
• Mail the form and a prescription for a 100-day supply from your doctor to the address on your form:
  
  Express Scripts, Inc.
  Mail Pharmacy Service
  P.O. Box 66566
  St. Louis, MO 63166-6566
  
  Home Delivery Order Form - English
  Home Delivery Order Form - Spanish
  (You will need Adobe Acrobat Reader to view this document.)

Your medication will be sent to your address with the following exceptions:

• Orders that don’t need a signature can be shipped to a P.O. Box.
• Orders that need a signature (including rush shipments, controlled substances, or temperature-controlled medications) can’t be shipped to a P.O. Box.
• Orders can’t be shipped outside of the United States.

Medications that you take daily or regularly for an ongoing condition can be delivered right to your mailbox. You can usually get these in a 100-day supply, so you’re less likely to run out of medication or miss a refill.

Controlled substances through Express Scripts Pharmacy

Express Scripts Pharmacy can refill your controlled substances, but there are strict laws around doing so. Ask your doctor if a 100-day supply of this medication is legal in your state – and if a 100-day supply is appropriate for you.

Note: A delivery signature is needed for all controlled substances.

Once you have your online account set up (see the "How to Get Started with Prescription Home Delivery" section above), you’re ready to have prescriptions filled for home delivery. Many members find it easier to have their doctor send their prescriptions directly to Express Scripts Pharmacy.

Your doctor can send in your prescription several ways:

• If your doctor has the needed software, they can send your prescription electronically.
• They can call in your prescription: (888) EasyRx1 or (888) 327-9791.
• Fax your prescription: (800) 837-0959.
• Or mail your prescription to:
  
  Express Scripts, Inc.
  Mail Pharmacy Service
  P.O. Box 66566
  St. Louis, MO 61366-6566
  
  Note: You can also mail prescriptions – but only providers are allowed to fax or phone prescriptions to Express Scripts Pharmacy.

If there is missing information on your prescription, Express Scripts Pharmacy will call your doctor to try to get the missing information. This may delay your order, but Express Scripts will let you know if this happens.

Your First Order

When you have a new prescription being filled through Express Scripts Pharmacy, make sure you have a 30-day supply of the medication on hand so you don’t run out.

Once Express Scripts Pharmacy receives your prescription, you can expect your medication to be delivered to your chosen location in plain packaging within 5-7 days. If there are any delays, Express Scripts Pharmacy will let you know.

The first order of any prescription may take longer to process, but refills will be quicker.

Order your refills when you still have a 30-day supply of medication so you don’t run out should there be any delays.

You can refill your prescriptions one of three ways:

Online

• Log on to your account at www.Express-Scripts.com/rx.
• Select which of your medications you would like to refill.

By phone

• Call Express Scripts Pharmacy at (866) 553-4125 (24 hours a day, 7 days a week) to speak to a representative or use the automated system to reorder your prescriptions.

By mail

• Fill out the refill form included with your last order.
• Mark which of your medications you’d like to reorder.
• Mail it to the address on your form:
  
  Express Scripts, Inc.
  Mail Pharmacy Service
  P.O. Box 66566
  St. Louis, MO 61366-6566

Note: If you don’t have any refills left on your prescription, Express Scripts Pharmacy will need a new prescription from your doctor. Express Scripts Pharmacy will do this for you—or you can ask your doctor to send a new prescription to Express Scripts Pharmacy if you prefer.

Yes. Express Scripts Pharmacy offers an automatic refill program to SCAN members, so you won’t miss a refill or run out of medication. Under this program, Express Scripts Pharmacy will process your next refill automatically when their records show you’re close to running out. If you’re interested in having automatic refills:

• To set up automatic refills, log in to your account at www.Express-Scripts.com/rx and opt in to the program.
• You can also call (866) 553-4125 (24 hours a day, 7 days a week) to set up automatic refills.
  (Note: You will need to opt in to the automatic refill program for each separate drug.)
• To opt out of the automatic refill program, log in to your account at www.Express-Scripts.com/rx or call (866) 553-4125.

If you’re enrolled in the automatic refill program, Express Scripts Pharmacy will contact you twice before shipping your automatic refill order. You will receive two separate outreaches - 25 days and 10 days before your order. Depending on your communication preference settings, they will contact you by email, text, phone, or letter.

If you haven’t chosen a communication preference, you’ll receive an automated phone message. We recommend logging into your Express Scripts Pharmacy account and updating your preferred communication method to make sure you get these important messages.

Express Scripts Pharmacy will provide the following information: the name of the drug, the estimated cost, approximately when the order will ship, and how you can cancel the order.

With the mandatory consent program, Express Scripts Pharmacy will contact you for permission BEFORE refilling and sending out your medications. If you do not opt in to mandatory consent, orders you’ve placed with Express Scripts Pharmacy will automatically be refilled and delivered without contacting you for permission first.

You can either opt in or opt out of the mandatory consent program by logging in to your account at www.Express-Scripts.com/rx or calling (866) 553-4125 (available 24 hours a day, 7 days a week).

Orders are shipped in a plain, plastic, weather-proof envelope. Standard shipping is free and delivered by one of the major carriers to any domestic U.S. address, including P.O. boxes.

Please make sure Express Scripts Pharmacy has your updated shipping address.

Note: Orders that need a signature (like overnight deliveries, medications shipped on ice, or controlled substances) can’t be delivered to a P.O. Box.

Overnight Shipping

You can ask to have your medications delivered overnight. This doesn’t change the amount of time needed to process your order, but it will be sent with an overnight carrier. If you request overnight delivery for a medication that does not need it, you will pay extra (typically around $21, but this will be confirmed when you order).

Note: All overnight shipments need a signature.

Drug-Specific Special Shipping

Express Scripts Pharmacy works with drug manufacturers and shipping vendors to ensure that the integrity of every medication is maintained during shipping. Packaging and mailing guidelines follow manufacturer recommendations and meet FDA regulations.

There isn’t an extra shipping charge for drugs that require special shipping.

Insulin

Depending on the time of the year and where the order is going, insulin orders may be shipped by second-day delivery and may include gel or ice packs. For more information, refer to the Express Scripts Pharmacy insulin shipping policy included with every insulin order.

Temperature Controlled Medications

Medications that need controlled temperature during shipping are packed in a Styrofoam cooler with gel or ice packs. The exact type of packaging will depend on the size of the medication and the order.

You should receive your medication within 5 to 7 days once your doctor sends Express Scripts Pharmacy your prescription. It can take longer if Express Scripts Pharmacy needs additional information from your doctor or your medication isn’t available. In those cases, Express Scripts Pharmacy will notify you about your options.

You can also track the progress of your medication shipment online or through the Express Scripts Pharmacy mobile app.

To find out when Express Scripts Pharmacy receives and ships your order, sign up for order status alerts. You can choose if you want to be notified by phone, text, or email. You can sign up for order status alerts:

• Online: www.Express-Scripts.com/rx
• By phone: Call (866) 553-4125 to speak to a Patient Care Advocate.

You can also track the progress of your medication shipment online or through the Express Scripts Pharmacy mobile app.

You can pay for your home delivery prescriptions one of three ways:

• Credit Card (preferred): Log into your account at www.Express-Scripts.com/rx and enter a valid credit card number. Express Scripts Pharmacy accepts VISA, MasterCard, Discover, or American Express.
• Check: Mail a check for payment when you place your order to avoid having a balance due.
• Extended Payment Program: Express Scripts Pharmacy also offers an Extended Payment Program (EPP) that gives you the flexibility to use a credit or debit card to auto-pay for home delivery orders in three equal monthly installments with no service fee.

Note: The easiest way to pay for your medications is when you place your order. It’s important to send your payment in promptly. Express Scripts Pharmacy will put your orders on hold if there is a payment that is 6 months overdue.

Express Scripts Pharmacy will put your orders on hold if there is any payment that is 6 months past due. This means that Express Scripts Pharmacy won’t send you any new orders, even for $0 orders, until your payment has been received.

Your credit card will be automatically charged for orders under $500. If your charge is greater than $500, Express Scripts Pharmacy will reach out to you for permission before sending out your order and charging your credit card.

All orders have a tracking number, and lost packages will be investigated. If an order is found to be lost, Express Scripts Pharmacy will send out a replacement or credit your account within 30 days. For stolen packages, replacement orders may be reviewed and approved, but you may have to pay an additional copay.

To cancel an order, call Express Scripts Pharmacy customer service to see if the prescription can be canceled or if the prescription is too far in the process to be stopped. Generally, the window to cancel an order is very small.

Express Scripts Pharmacy will refund your order if it’s unwanted or you didn’t provide permission for the order.

• If the medication is NOT a controlled prescription and once the return is approved, you will be instructed on how to destroy the medication. You will receive credit for the cost of the medication in 7 to 10 days.
• If the medication IS a controlled prescription, Express Scripts Pharmacy will need you to follow the instructions that are sent in the provided mailer to return the medication. Once Express Scripts Pharmacy receives the return mailer, your account will be adjusted within 45 to 60 days.

When you sign up for Express Scripts Pharmacy, your default communication preference is set to receive automated voice messages, which allows you to interact with Express Scripts Pharmacy using phone prompts. You can update your preferred method of communication to email or text messaging, which may provide you with the most convenient access to information.

To switch your communications preferences, log in to your account at www.Express-Scripts.com/rx or call (866) 553-4125 (24 hours a day, 7 days a week).

To get started with home delivery from Express Scripts Pharmacy, order refills, talk to a pharmacist, or for general assistance:

• Call (866) 553-4125 (24 hours a day, 7 days a week).
• TTY users can call (800) 899-2114.
• Online: www.Express-Scripts.com/rx
• By mail:
  
  Express Scripts, Inc.
  Mail Pharmacy Service
  P.O. Box 66566
  St. Louis, MO 61366-6566

Express Scripts Pharmacy contact information for providers:

• Phone: (888) 327-9791
• Fax: (800) 837-0959