Frequently Asked Questions


Getting Started With Mail Service

What is my mail service plan?
Your mail service plan, offered through your prescription drug plan, provides convenience and cost savings on medications you may take on a regular, ongoing basis. Your plan sponsor has selected Merck-Medco as the exclusive provider of your prescription mail service program. With your mail service plan, you can be assured that we follow strict quality and safety controls for every prescription filled. Our pharmacies are staffed with registered pharmacists, who perform a quality check on each prescription dispensed.

Is mail service right for me?
Mail service is designed for prescription medications that you take on an on going basis -- such as heart medication or insulin. Additionally, if you're taking medication regularly, you may be able to save money by using your mail service plan. You will also save time with the convenience of home delivery.

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I'm used to going to my community drugstore. Why should I switch?
If you're taking medication regularly, you may be able to save money by using your mail service plan. In addition, you'll save time with the convenience of home delivery, too.

Will I save money?
You may save money by using mail service because you can often receive a larger days supply of your medication at a lower cost. Call your toll-free Member Services number to find out if you can save money by switching from your local retail pharmacy to your mail service pharmacy!

How do I know if my drug is covered under the program?
Check with your employer or plan sponsor for specific information about covered and excluded medications, or call Member Services at your toll free number. When you use participating pharmacies or the mail service pharmacy, you will be notified if your plan does not cover your medication.

What if I have several refills left before I need a new prescription?
Don't worry. You still can take advantage of the savings your mail service plan delivers regardless of how many refills are left on your prescription. Just call your toll-free Member Services number and we'll take care of the rest.

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How do I order a larger supply of medication from the mail service pharmacy?
Your prescriber determines the amount of medication prescribed. Tell your prescriber that you are covered under a mail service prescription drug program. Advise him or her of the maximum days' supply permitted by your plan.

Who fills my prescriptions?
With your mail service plan, you can expect the same professional quality service you get at your neighborhood pharmacy. That's why we also are staffed with registered, licensed pharmacists. Plus, our pharmacists are available 24 hours a day. To understand more about our prescription home delivery service, take our interactive mail service pharmacy tour.

I'm concerned about harmful drug interactions. What precautions have you taken to prevent this occurrence?
When your prescriptions are filled through your mail service plan, they are reviewed for any potential drug interactions based on your personal medication profile. This is especially important if you take many different medications or see more than one prescriber. If there ever is a question about your prescription, one of our pharmacists will contact your physician prior to dispensing the medication.

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If I have a question, can I talk to someone there?
Yes. Just call us.. For example, if you forgot to take your medication in the morning and didn't realize it until midnight... what should you do? Call us. You can always speak to a registered pharmacist regarding questions and concerns you may have about your prescription medication.

How do I pay for my prescription with my mail service plan?
For your convenience, we offer the option to pay with a credit card. Or, we can bill you. Either way, you'll pay less by using your mail service plan. You can use our online Account Summary application to view and pay your balance or update your credit card information at any time.

How does signing up for the Autocharge Program make ordering my prescriptions even easier?
If you enroll in the Autocharge Program, your credit card number will be kept on file and automatically referenced every time you process an order. You can enroll in the Autocharge Program or change the credit card information on file when refilling/renewing your prescriptions online, or you can call 1-800-948-8779. Please have your member ID number and credit card information available when you make the call. You can use your American Express, Diner's Club, Discover/Novus, MasterCard or Visa and your card will be charged automatically each time you place an order.

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How safe is it to give you my credit card number?
Merck-Medco Managed Care has gone to great lengths to protect the privacy and security of our Internet offerings. Our Internet infrastructure has been secured using the latest advances in commercially available security products. The design and physical implementation has been reviewed and approved by third party security experts. In addition, our infrastructure is continually monitored 24 hours a day, seven days a week for operational integrity. Click here for more information on security.

How long does it take to get my medication?
Not long at all. Prescription delivery times vary slightly depending on how we receive your prescription and the type of prescription it is. Click here for more information on shipping.

How are medications shipped?
Merck-Medco Rx Services ships most medications via the U.S. Postal Service. Medications containing certain controlled substances are shipped United Parcel Service (UPS). If necessary, you can request express shipping. Additional fees may be added to your bill.

What if I have a question about my medication?
If you have a question, please call Member Services. Registered pharmacists are available to answer any questions about your medication 24 hours a day, seven days a week. Please also note that an information leaflet is included with most new prescriptions ordered from Merck-Medco Rx Services explaining the purpose of the drug, correct dosages and other helpful information. For your convenience, Merck-Medco Online(tm) has these helpful medication instructions on our web site.


Place your own Customer Service inquiry

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