Frequently Asked Questions Member Numbers Prescription (Rx) Numbers Envelopes Prescription Refill/Renewal Order Status Other Customer Service Issues Miscellaneous Contact Us Other Customer Service Issues How do I get started using the mail service pharmacy? Let your doctor know that you have a mail service prescription drug program. In addition, inform your doctor of your benefit plan's allowances regarding: maximum number of days' supply of medication maximum number of refills You may mail your prescription(s) in the special mail service order envelope or ask your doctor to call 1-888-EASYRX1 (1-888-327-9791). If your order is faxed, your doctor must include your member number. 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 1-800-262-7890. When you use participating pharmacies or the mail service pharmacy, you will be notified if your plan does not cover your medication. How do I order a larger supply of medication from the mail service pharmacy? Your doctor determines the amount of medication prescribed. Tell your doctor that you are covered under a mail service prescription drug program. Advise him or her of the maximum days' supply permitted by your plan. | Back to top | How soon will I receive my mail service prescription? Orders are usually processed and mailed within 48 hours of receipt. New orders can sometimes take longer if information needs to be verified with your prescriber. Please allow 10 to 14 days from the day you mailed in your prescription for normal mail delivery. To check the status of your refill orders, click here now or call Member Services at your toll-free number and use our automated telephone system. You'll need to provide your member number and the 12-digit prescription number found on the refill slip or on the medication container. What if I send in the wrong copayment? If there is a balance due, an invoice will be included with your prescription order. If you overpaid, your account will be credited. How do I order refills from the mail service pharmacy? Order online, or call 1-800-262-7890 and use the automated telephone system. You can also mail in your refill orders by using the special mail service envelope. If you order by phone or on this website, you will need to provide your member number and the 12-digit prescription number found on the medication container and the refill slip. | Back to top | How do I order additional mail service envelopes? You can order mail service envelopes online. Or, you can call 1-800-262-7890 to use the automated telephone system. The requested materials will be mailed to you right away. What is the difference between brand-name and generic drugs? The brand name of a drug is the product name under which the drug is advertised and sold. Generic medications contain the same active ingredients and are subject to the same rigid FDA standards for quality, strength and purity as their brand name counterparts. | Back to top | What is a formulary? A formulary is a list of commonly prescribed medications that are selected based on their clinical effectiveness and opportunities to help contain your plan's costs. How are medications shipped? Most medications are shipped via the US Postal Service. Medications containing certain controlled substances are shipped via priority mail service with an adult signature required. You may elect to have your prescriptions shipped overnight delivery for an additional fee. You must be at home to receive and sign for express-mailed orders. You can search for the status of a specific prescription, determine when it was shipped and by what carrier by using our online Order Status application. What if I have a question about my medication? An informational leaflet is included with each new prescription ordered from Merck-Medco Rx Services explaining the purpose of the drug, dosages and other helpful information. If you have additional questions, please call Member Services at the toll-free number located on the back of your prescription drug card and ask to speak with a registered pharmacist. Place your own Customer Service inquiry | Back to top | © Copyright 1999 Merck-Medco Managed Care, L.L.C. All Rights Reserved