Mail Service Frequently Asked Questions

Click on any question to jump to the answer below.

When should I use the mail service pharmacy instead of my local pharmacy?
Why did I receive a generic drug instead of the brand-name drug my doctor prescribed?
How long will it take to receive my prescription from the mail order service?
Why does it take so long to get my prescription?
How do I order refills from the Mail Service?
My medication must stay at a specific temperature.  How does the mail order service make sure it will stay cool during the hottest times of the year?


Q: When should I use the mail service pharmacy instead of my local pharmacy?
A: If the medication you are taking is one you will continue to take for the long term, mail order is the most cost-effective option for you. Your out-of-pocket costs will be lower using the mail service. If your doctor has prescribed a medication for short term use, i.e., less than four weeks, filling your prescription at a local drug store is the best option for you.    

Q: Why did I receive a generic drug instead of the brand-name drug my doctor prescribed?
A: Priority Health requires the use of a generic drug when one is available for the drug your doctor prescribed. The generic drugs used have been reviewed by the US Food and Drug Administration (FDA) and have been found to be equivalent to the brand-name drug. Generic drugs cost less.  As a result, you pay a lower copayment for your prescription.

Q:  How long will it take to receive my prescription from the mail order service?
A: For your first mail order prescription, please allow 14 days from the day you mail the prescription until you receive it.  For refills, allow 14 days if you order by mail OR 7-10 days if you order online or over the phone. Remember, due to high mail delivery volumes, certain times of the year are busier than others.  Allow yourself extra time during these times.

Q:  Why does it take so long to get my prescription?
A:   The process can be held up for many reasons. Physician reasons include:  
Walgreens Mail Service pharmacists work to correct these problems by contacting your physician and clarifying the prescription.  If Walgreens does not receive a response back from the physician to make changes, the order cannot be processed.

You may also cause your orders to be held up if:

Q: How do I order refills from the Mail Service?
A: You can order refills easily online, or by calling the Mail Service TouchTone Automated system, or by mail.

• To order refills online, go to www.Walgreensmail.com. You will need to register at this website by creating a username (sign-on) and password. For refills, just enter the prescription number on your medication bottle, zip code, and credit card information. Then you'll receive Order Status E-mails when your refill order has been received and when it ships.
• To order refills by phone 24 hours a day, 7 days a week, call the automated refill line at 800 749-0009.
  

1. Have a prescription number from a medication bottle that has refills remaining and your credit card with you.
   
2. Listen carefully to all the prompts telling you what numbers to enter, including the messages at the end of the call.
   
3. Wait for the automated voice to tell you your order has been received and what number of prescriptions you are having refilled. IMPORTANT: If you hang up too soon, your order may not go through.

• To order refills by mail, mail in the refill slip provided with your medication AND a refill order form in the envelope that Walgreens provided with your original prescription or latest refill. Be sure to include payment or credit card information.
  

Q:  My medication must stay at a specific temperature.  How does the mail order service make sure it will stay cool during the hottest times of the year?
A:  If a medication needs refrigeration, Walgreens Mail Service ships it in a frozen cool pack designed to melt in route. Even if the cool pak has melted, your medication is OK.