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Effective URL: https://www.caremark.com/wps/PA_FAST/HelpCenterProxy/
Submission: On September 21 via manual from IN — Scanned from DE
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Skip to main content Print Plan Forms|Help Center * Home * Prescriptions Easy RefillRefill prescriptions (mail service only) without creating an account.Print Plan FormsDownload a form to start a new mail order prescription.To manage your prescriptions, sign inor register * Health Resources Drug Reference & InteractionsHealth Information CenterAbout GenericsEmail a PharmacistPharmacist FAQsMedication Safety AlertsSpecialty Pharmacy RegisterSign In ╳ Close Welcome, ! * Log Out * Home * Help Center HELP CENTER HELP CENTER Find your answer in these topics: Visit the CVS Caremark Welcome Center! Discover savings and support tools that make the most of your pharmacy benefits. Visit the COVID-19 Resource Center Get up-to-date information on reimbursement for at-home COVID-19 tests. Visit the CVS Caremark Welcome Center! Discover savings and support tools that make the most of your pharmacy benefits. Visit the COVID-19 Resource Center Get up-to-date information on reimbursement for at-home COVID-19 tests. Order Status and History Cost and Coverage Ordering Prescriptions Payments and Billing Medication Use and Safety Web and Account Support Glossary * Order Status and History * Cost and Coverage * Ordering Prescriptions * Payments and Billing * Medication Use and Safety * Web and Account Support * Glossary * ORDER STATUS AND HISTORY 1. What does my order status mean? We have five main order statuses. They include: In Process: We're reviewing and processing your order to get it ready for shipping. On Hold: Your order was placed on hold either by request or because there was an issue that needed to be addressed before filling the order. Here are some of the possible reasons an order would be placed on hold: * We need clarifying information from you or your doctor. * If you’re a Medicare member, you may have to provide consent before we ship an order to your address. * A copay may be higher than a specified threshold, and we hold the order as a courtesy so you can review and provide payment consent. * There’s a lower-cost generic alternative than your name-brand medication, so we’ll put the order on hold so you can decide if you’d rather talk to your doctor about the generic drug. If your order is on hold because of a payment issue, make sure that you don’t have an outstanding balance and that your payment methods are up to date. In the event of a hold, we’ll notify you and direct you to take the appropriate action to continue your order. Future Fill: Your order was received before its next refill is available, so it's been scheduled for the next soonest fill date. Rejected/Canceled: We couldn't process your order because of conflicts with the order, or your medication was not covered by your plan. Check the Order Details page for more information on why this happened. Shipped: Your order has been picked up by the carrier and is in transit. Check the Order Details page for a tracking link once your order has been shipped. Stay informed with email or text updates about your medication mail order status, including when it will arrive. To start tracking your medication mail order, sign in or register at Caremark.com. Tracking your Rx mail order WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. How do I know when my order will arrive? You can view your order status online. Before the order ships, we will provide an estimated delivery date. Once it is shipped, you can visit the tracking page of the carrier. Selecting "Track your order" will take you to the carrier’s tracking site. If you are enrolled for email alerts, the order tracking number will be included. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. Why can't I see my prescription? You may not be able to view prescriptions in your Caremark.com account for several reasons: 1. Your prescriptions were recently transferred to us and we haven't added them to your online account yet. 2. Your prescription is processing or an order has recently shipped, and your medication isn't currently available for refill. Check the View/Refill All Prescriptions page. 3. Your prescription was mailed in, but is not yet eligible for refill. We will do one of the following: * Keep your prescription on file and fill it in the future. * Automatically fill your prescription on the next available date. * Place your prescription on hold and require that you request to have it released. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. My order says it's processing. Why hasn't it shipped? Medications for new prescriptions and renewals will generally ship 4-5 business days after we receive the order. Medication refills will generally ship 1-2 business days after we receive the order. You can usually expect to receive your medication 7-10 business days after we receive your order. During this time, we may contact your doctor for any information we need. We also verify that we have your medication in stock. Then we prepare and package the order. If we don't hear back from your doctor or find another issue, your order status will switch to “On hold,” and we’ll notify you so you can take the appropriate action. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. What would cause my prescription to be placed on hold or canceled? Your prescription may have an item on it that is unclear to the pharmacist reviewing it. This could be the date written, the strength of the medication, the dosage, instructions, etc. Some prescriptions may require additional authorization from your doctor. Insurance or payment issues could also hold up an order. If you receive a notification that an order is on hold, we’ll provide directions on what you can do to lift the hold. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. What payment method is being used for my order? You can view your payment methods in My Billing Information. On this page, you can update your current payment methods or add a new payment method. You can set any payment method to be your default method, or you can choose your payment method each time you place an order. If you would like to change the method of payment on an open order, you will need to call Customer Care using the number on your member ID card. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. I didn't place an order. Why is an order being processed or shipped? When we receive a prescription electronically, by phone or by fax, we start to process it to get it to you quickly. Your order may be processed because: * Your doctor placed an order on your behalf. * You may have set up automatic refill of the prescription. If there’s another member on your account, that person may have placed an order or set up automatic refills or renewals. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. Why can't I see when my doctor sends in a new prescription and when it is placed on hold or canceled? If any part of a new prescription is missing, it will not be displayed as "in process." If it is a current or new prescription that was placed on an indefinite hold, you will need to restart the prescription before you will be able to see it on the website. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. How do I find out the status of my mail service prescription order? For easy tracking of your order, we encourage you to sign up for order status alerts via email or SMS. You can also check the status of your order online by signing into your Caremark account and going to the View Order Status page. If you can’t access your online account, you can contact Customer Care. Please have your member ID card, and either the prescription number or order confirmation number ready when you call. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. How do I cancel my order? A regular refill, auto refill, or future refill order can be canceled if it is still “In Process” and not yet shipped. To cancel a prescription, follow these steps: 1. In the top navigation menu under Prescriptions, go to View Order Status. 2. On the View Order Status page, find the order you want to cancel. 3. Under the order number, select Change this Order. You will then go to the View/Change Order page. 4. On the View/Change Order page, select Fill Later or Stop. A window will open. 5. In the window, a calendar will display. Select Stop this Prescription. A confirmation window will display with the prescription details. 6. In the confirmation window, select Stop this Prescription to cancel your prescription order. If you need to return an item that has shipped, please contact Customer Care for assistance. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. A medication order is being shipped, and the message from CVS Caremark didn't include the patient or medication name. How do I find out more about the order? You can see your recent orders and prescriptions on your dashboard. If you have multiple household members on your account, the prescription component will identify the medications prescribed for each member. In some cases, your account may have restrictions on who can view this information. For future orders, you can set your preferences to include the name of your medication in your Rx Delivery by Mail order status communications. To do this, sign into to your account and select Profile at the top of the page, then select Communication Preferences. Scroll down the page to Drug Name Display and select edit. Choose Show Abbreviated Drug Name or Show Full Drug Name and click on the Save Changes button. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 12. Why did I receive a different medication than what my doctor originally prescribed? Your pharmacy benefit plan likely offers lower-cost alternatives to the medication that was prescribed. In that case, CVS Caremark may contact your doctor to suggest either a generic version or a brand-name medication on the plan's preferred list. Your doctor may choose one of these options if it is appropriate for you. This may change from the original prescription you received and may save you money. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 13. I’d like the name of my medication to show in my Rx Delivery by Mail order status communications. How can I make this change? To add a prescription name to your order status or refill communications, sign into your account and select Profile at the top of the page, then select Communications Preferences. Scroll down the page to Drug Name Display and select edit. Choose Show Abbreviated Drug Name or Show Full Drug Name, then click on the Save Changes button. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * COST AND COVERAGE 1. Is my medicine covered under my prescription benefit plan? To find out if your medicine is covered, you can use our Check Drug Cost and Coverage tool. Fill in the requested information about the medicine and dosage and you'll receive a message telling you if your medicine is covered and what your co-pay amount will be. You'll also find out if there is a generic or a preferred medicine available that can help save you money. Find out if your medication is covered – or if you could pay less for it – with our Check Drug Cost & Coverage tool. Plus, see if you can save money with options like delivery by mail or changing to a generic medication. To explore ways to save, sign in or register. Compare Rx costs and coverage WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. Why does my medication cost a particular price? There are several factors that can affect the price of a medication, including the following: * Payment toward your deductible * A change in your co-pay * A percentage-based copayment In some cases, you may see the cost of a more expensive brand medication, even though you are purchasing a generic. This would be changed to the generic price when the order is processed. You can check your coverage for a medication and find out how much that medication will cost by using our Check Drug Cost and Coverage tool. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. How can I find out how much a medication will cost and if it's covered under my prescription benefit plan? You can look up the price of a medication using the Check Drug Cost and Coverage tool. When you search for a drug, you can see how much of the medication costs your plan pays and how much you pay. This information is listed under the price of the drug. For certain medications, the quantity or dosage cannot be changed. Fill in the requested information about the medication and dosage and you'll receive a message telling you if your drug is covered and what your copay amount will be. You'll also find out if there is a generic or a preferred alternative available that can help save you money. You may also look up the price of a drug you previously searched for (desktop only) or a prescription you previously filled through CVS Caremark Mail Service Pharmacy. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. Does the cost of a drug change depend on where I purchase it? Yes, the cost may vary by pharmacy and whether you use mail order or a retail store, depending on your plan. The Check Drug Cost and Coverage tool shows you the cost of a drug at the pharmacy or pharmacies you select. If you have not used the Check Drug Cost and Coverage tool before, you will need to select a default pharmacy. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. Why don't I see a price when I search for my medication? If the drug you are searching for is not covered under your plan, no price estimate will display. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. Can I see how much money a generic medication would save me? Yes. The best way to look for savings is to search for a medication using the Check Drug Cost and Coverage tool. Any generic or other options and their prices will display in the results. In some cases, a plan may only cover the generic version, which is also shown in the results. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. Where can I find the preventive drug list covered under my plan? You can view your covered drug list (formulary) by going to the Covered Drug List page. All formulary lists are on this page, including the preventive drug list. When reviewing the formulary list, check any medications to ensure plan coverage. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. Why does the website provide a price quote that may be different than when I ordered my prescription? The price is an estimate based on many factors and may vary depending on the type of plan you have. For example, a percentage-based co-pay will change based the current cost of the medication. Plan details can vary from year to year, so details of your plan can vary even if you are with the same benefit provider with the same level of coverage. An additional fee may be added if you chose expedited shipping. In some cases, the website may not reflect the deductible or out-of-pocket accumulations being applied towards your prescriptions. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. How do I change the quantity or dosage for my search? When you price a new drug using the Check Drug Cost and Coverage tool, you can change the dosage by clicking on the "Edit" link under "Dosage" which will display once the drug name is entered and selected. The quantity for the prices shown is based on the dosage for the medication. By default, this is set to the mail order dosage for that particular medication. For instance, if the most common dosage is once per day, the price displayed for a 90-day supply would include 90 pills. For certain medications, the quantity or dosage cannot be changed. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. What is my deductible? Where can I find information about my deductible and out of pocket that have accumulated this year? Your deductible is the amount you pay toward a medical expense before insurance begins covering costs. You can view your current accumulations towards your individual/family deductible, and individual/family maximum out-of-pocket by looking under Plan and Benefits, then click on Plan Summary on the dropdown box. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. What is the coinsurance or co-pay for my plan? How do I know what I'm going to have to pay for my prescriptions? Coinsurance and co-pay are the amount that you are responsible for paying when you get your prescription filled. After you pay the co-pay or coinsurance, your plan will cover the rest of the cost, if any. The amount is determined by your plan sponsor's pharmacy benefit. Coinsurance is typically a percentage of the total cost. For instance, if you have a medication that costs $100, and your coinsurance is 20 percent, you will pay $20, while your plan pays $80. A co-pay is a fixed amount that you will pay. For instance, you may have a co-pay of $15, which is what you will pay regardless of the total cost. You may view your co-pay and Coinsurance details in your Prescription Plan Summary. To determine your specific co-pay, check your Check Drug Cost and Coverage. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 12. How far back can I view my past prescription costs on the web? You can view prescription costs, from January of the previous year to the present date, on Caremark.com in the Prescription Plan Summary page. For reports prior to the available dates and up to 7 years or more, contact Customer Care. Records may not be available from previous coverage with a different pharmacy benefit manager. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 13. I want to find pharmacies with a specific service or feature. When you select a pharmacy in the Check Drug Cost and Coverage tool, you can specify that you would like to see only pharmacies with specific features (such as on-site medical clinic or open 7 days a week). In the pharmacy locator, select Advanced Options to see a list of services you can select from. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * ORDERING PRESCRIPTIONS 1. I currently pick up my specialty medications at CVS Pharmacy. Can I get them by home delivery? Yes, CVS Specialty® patients can have their medications delivered to their homes with no delivery charge. If you would like your specialty medications delivered to your home, you will need to change your delivery preference. To get started, sign in to CVSspecialty.com and change your delivery preference. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. If I opt into having my medications delivered through CVS Caremark, does the delivery require a signature? Our national delivery partners are also working to implement new policies for deliveries requiring signatures, including for shipped medications, which can help plan members adhere to recommended social distancing practices and avoid potential exposure to the virus. For example, in lieu of obtaining actual signatures, UPS will now enter a code and the name of the recipient so that the member does not have to physically sign via the UPS hand-held device, which can help minimize contact. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. Do I need to fill out a form to fill my prescription by mail? No, you don’t need to complete a form. You can sign in to Caremark.com and select Start Rx Delivery by Mail to get started. Note: You cannot access Start Rx Delivery by Mail from the CVS Caremark app. You may access this service from a web or mobile browser. If you prefer to mail your prescription, you can download and print a Mail Service Order form: * Mail Service Order Form - English (pdf) * Mail Service Order Form - Spanish (pdf) Complete and mail the form along with your 90-day prescription and payment to the address shown on the form. You may pay by credit or debit card (VISA®, MasterCard®, Discover®, American Express®), check or money order, or electronic check. You can also call the Customer Care number on your member ID card to have a form mailed to you. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. How long does it take to receive my Mail Service prescription? You can expect to receive your medication within 7 to 10 business days after we receive your order. Sign in to Caremark.com and select Start Rx Delivery by Mail and we will contact your doctor and get the process started for you. Once we reach you doctor and receive approval, it will take 7 to 10 business days to process and ship your order. Note: You cannot access Start Rx Delivery by Mail from the CVS Caremark app. You may access this service from a web or mobile browser. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. How do I have 90-day supplies of my medications mailed to my home or location of my choice? When you use Start Rx Delivery by Mail, you can choose to have your medication mailed to your home, office or other location of your choice. Delivery is contactless and there are no shipping fees. To start filling by mail, you’ll need a new 90-day prescription. You can either: * Ask your doctor to send an electronic prescription to CVS Caremark Mail Service Pharmacy. This is the easiest way to get started – we will process and ship your order in 7 to 10 business days. OR * Sign in to Caremark.com and select Start Rx Delivery by Mail and we will contact your doctor and get the process started for you. Once we reach you doctor and receive approval, it will take 7 to 10 business days to process and ship your order. Note: You cannot access Start Rx Delivery by Mail from the CVS Caremark app. You may access this service from a web or mobile browser. If you prefer to mail your prescription, you can download and print a Mail Service Order form: * Mail Service Order Form - English (pdf) * Mail Service Order Form - Spanish (pdf) Complete and mail the form along with your 90-day prescription and payment to the address shown on the form. You may pay by credit or debit card (VISA®, MasterCard®, Discover®, American Express®), check or money order, or electronic check. You can also call the Customer Care number on your member ID card to have a form mailed to you. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. How do I request a new prescription from my doctor so I can start Rx Delivery by Mail? The best way is to call your doctor and ask to have a new 90-day prescription sent to CVS Caremark Mail Service Pharmacy electronically. If you’re having trouble reaching your doctor, sign into Caremark.com and select Start Rx Delivery by Mail. Note: You cannot access Start Rx Delivery by Mail from the CVS Caremark app. You may access this service from a web or mobile browser. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. What is the Automatic Refill program? When you enroll qualified prescriptions into the program, we will automatically refill and ship your prescriptions to you at the appropriate time. We will also contact your doctor to renew an enrolled prescription before the last refill or the prescription is about to expire. You can select which prescriptions to have filled automatically. However, not all prescriptions may be eligible for the service. The service is available for many common maintenance medications taken for long-term therapy, such as medications for managing high blood pressure, high cholesterol and diabetes. Medications such as controlled substances, specialty drugs and prescriptions covered by certain government payers, including Medicare Part B, are not eligible. When you enroll a prescription in the service, you will need to choose a payment option. You will also need to select a preferred method of communication (either automated phone call, email or text message) to receive notices about upcoming automatic refill orders. If you select automated phone calls or text messages, please note that you may also receive notices by email or the U.S. postal mail. Make sure you never miss a dose by signing up for automatic refills. You can count on us to keep an eye on your prescription and take care of refilling for you. To enroll in automatic refills, sign in or register. Stay on track with automatic refills WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. How do I enroll for automatic refills? Create an online account or log in to an existing account and select the eligible prescriptions you want to enroll. You can also call the number on your member ID card and we’ll take care of enrolling your prescriptions into the program for you. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. How do automatic refills work? Here's how the service works: * Enroll your eligible prescription(s) * We will automatically refill and mail your qualified prescription before your refill due date, subject to your right to cancel any order * We will contact your doctor to renew your prescription (that is, obtain a new prescription for the same medication) when it is either out of refills or about to expire * We will alert you before your prescription is refilled, at which time you may change or cancel the order You will always have an opportunity to change or cancel any automatic refill order before we begin processing it. You will have at least ten (10) days to change or cancel the order. If we do not provide you with at least ten (10) days to cancel, we will accept a return of the order and issue a full refund, including postage (if applicable). If you cancel all or part of an automatic refill order, the prescriptions you cancel will no longer be refilled automatically and will be unenrolled from the service. If you do not cancel your automatic refill order, your prescription will be processed and shipped. Your current payment method will be charged for your co-pay when the order ships. Copayment, co-pay or coinsurance is the amount a plan member is required to pay for a prescription in accordance with a plan. The amount may be a deductible, a percentage of the prescription price, a fixed amount or other charge, with a balance, if any, paid by a plan. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. How soon after I receive an automatic refill notification will I receive my prescription? You will have at least ten (10) days to change or cancel your automatic refill order. Once the cancellation period has expired and you have not cancelled the order, we will begin processing your refill and it should ship within the next five (5) business days. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. How do I start Rx Delivery by Mail? To start filling by mail, you’ll need a new 90-day prescription. You can either: * Ask your doctor to send an electronic prescription to CVS Caremark Mail Service Pharmacy. This is the easiest way to get started – we will process and ship your order in 7 to 10 business days. OR * Sign in to Caremark.com and select Start Rx Delivery by Mail and we will contact your doctor and get the process started for you. Once we reach your doctor and receive approval, it will take 7 to 10 business to process and ship your order. Note: You cannot access Start Rx Delivery by Mail from the CVS Caremark app. You may access this service from a web or mobile browser. Remember, because CVS Caremark Mail Service Pharmacy fills prescriptions in 90-day supplies, it can be used for medications you take regularly (like high blood pressure, diabetes, or high cholesterol medications). For short-term medications (like an antibiotic), use a retail pharmacy in your plan’s network. You can find one by using the Pharmacy Locator at Caremark.com. Fill or refill your prescription online in a few simple steps with our easy-to-use tools. To order your medication online, sign in or register at Caremark.com. Save time and get your Rx online WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 12. I received a message to refill my prescription. I can't tell which medication this is for. You can call our automated voice response system at 1-800-552-8159, 24 hours a day, 7 days a week and follow the prompts to determine which medication is ready to refill. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 13. How do I find out the status of my mail service prescription order? For easy tracking of your order, we encourage you to sign up for order status alerts via email or SMS. You can also check the status of your order online by signing into your Caremark account and going to the View Order Status page. If you can’t access your online account, you can contact Customer Care. Please have your member ID card, and either the prescription number or order confirmation number ready when you call. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 14. Can I get my prescriptions filled at my local pharmacy? It depends on your plan. Use the Pharmacy Locator tool to see what in-network pharmacies are located near you. Sometimes you can save money on your medications by filling your prescriptions by mail. You can find out by using the Check Drug Cost and Coverage tool. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 15. How do I find out if I have refills left on my mail service prescription? You can find the number of available refills on your prescription label. You can also find your prescription refill details on the View/Refill All Prescriptions page. If no refills remain or your prescription is expired, contact your doctor to renew the prescription. To see how many refills are left, find the prescription and click the Show Details button. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 16. I need my medication, but my mail service prescription has no refills left. What should I do? If you have no refills left, don’t worry – we can contact your doctor to renew your prescription for you. Just sign in to Caremark.com and place your refill order as you normally would (select View/Refill All Prescriptions under the Prescriptions menu). Once we receive your order, we’ll contact your doctor, get authorization for the renewal, and process your refill as usual. If we are unable to contact your doctor, don’t get a response, or your doctor doesn’t authorize the renewal, you’ll receive a letter in the mail. You can also check the status of your order online by signing into your Caremark account and going to the View Order Status page. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 17. I need a refill on a different prescription than the one you texted me about. How can I get a refill on the correct prescription? You can check online by going to View Order Status, then selecting the prescription you want to refill. If you received a reminder text, go to the View/Refill All Prescriptions page for more details about your prescription. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 18. Where can I find a list of in-network pharmacies I can use? You can locate a list of pharmacies in your network by using the Pharmacy Locator tool. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 19. What is prior authorization? A prior authorization (PA) is an extra level approval that benefit plans require for certain medications before they can be covered. A PA makes sure that you're getting the right medication for your condition. It may also help keep costs down so you don't overpay. If your medication requires prior authorization, this means your plan needs more information from your health care provider before a decision on whether to cover the medication is made. The medication your doctor prescribes needs to meet certain requirements to be approved by your benefit plan. These requirements help ensure that the medication is right for you. Our Prior Authorization page has additional information on step therapy, quantity limits and formulary medications. You can also check your prior authorization status online. Your Rx plan may require prior authorization for certain medications to help keep costs in check. If a prior authorization is required, we'll work with your health care provider to ensure you get the right medication at the lowest possible cost. To learn more about prior authorization, sign in or register at Caremark.com. Rx coverage and prior authorizations WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 20. When is a prior authorization required? It depends on your benefit plan. Here are common reasons a prior authorization is needed: * There may be a lower-cost option that’s just as effective. * The medication has potential for misuse or abuse. * The medication is for certain conditions or diagnoses. Our Prior Authorization page has additional information on step therapy, quantity limits and formulary medications. You can also check your prior authorization status online. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 21. How does the prior authorization process start? You or your pharmacy can ask your doctor to start the prior authorization process. Then, your doctor sends us the required information by phone, fax or electronically. In some cases, your doctor can submit the information electronically and get a decision instantly. You can check your prior authorization status online. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 22. How does a prior authorization work? We gather additional information from your doctor that’s required by your benefit plan. This information helps determine if the prescription is covered. We notify you and your doctor whether your prior authorization is approved or denied as soon as possible – usually within a few days. Our Prior Authorization page has additional information on step therapy, quantity limits and formulary medications. You can also check your prior authorization status online. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 23. What can I do if my prior authorization is denied? You have several options: * Ask your doctor if there’s another medication that will work for you. * Choose to pay for the medication yourself. * Submit an appeal by following the steps in your denial letter. You can check your prior authorization status online. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 24. How do I transfer my prescription from a retail pharmacy to CVS Caremark Mail Service Pharmacy or from mail service to a retail pharmacy? 1. To transfer from retail to mail: Sign in at Caremark.com and choose Start Rx Delivery by Mail under the Prescription menu. Then, search for your medication and dosage. Select an option with “90-day supply mail service” and click “Request a new prescription”. Review your order and click or tap “Submit Refills” to request a 90-day supply of your Rx. We’ll contact your doctor for approval and process your order. Please note: It may take a few days for your order to be processed. You cannot access Start Rx Delivery by Mail from the CVS Caremark mobile app. You can access this tool from a web or mobile browser. 2. To transfer from mail to retail: Ask your doctor or pharmacist to send your prescription to a local pharmacy. All the information you need is on the label of your current prescription medication. Sign in at Caremark.com and use the Pharmacy Locator to find network pharmacies near you. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 25. How do I order compound, controlled or specialty prescriptions? You can order these types of prescriptions as follows: Compound Medications Due to guidelines issued by The United States Postal Service, CVS Caremark cannot mail compound prescriptions. If you would like to fill your prescription at a local pharmacy, use the Pharmacy Locator tool to search for pharmacies that fill compound medications. Be sure to select "Compound medications" as a filter. The price of the compound medication will be available once the request is submitted through your insurance. Controlled Medications If your medication is a Class 2 (or Schedule II) controlled substance, a new prescription must be mailed or sent electronically by your doctor (if allowed by state law). CVS Caremark will process the prescription request. Specialty Medications Select specialty drugs will be covered through our network of specialty pharmacies. You can view the list of covered drugs on our Specialty Pharmacy page. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * PAYMENTS AND BILLING 1. How do I get a refund on a mail order prescription? You can ask for a refund by calling the phone number on your prescription ID card or by submitting an online request to Customer Care. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. How do I receive a reimbursement for a prescription filled at a pharmacy? CVS Caremark® has made prescription reimbursements as easy as possible. There are several ways to request a reimbursement: 1. If you paid out of pocket for a prescription at a local pharmacy and did not use your insurance benefits, the quickest way to request reimbursement from your insurance plan is to ask for a refund at the pharmacy where your prescription was filled. You will need to provide the pharmacy with your insurance information. You may want to bring the pharmacy prescription leaflet (the large piece of paper stapled to the prescription bag) to the pharmacy. Depending on the pharmacy’s policy, you will need to make your request within 7 to 14 calendar days from the date of purchase. After that time, the pharmacy will not process your prescription reimbursement claim. You may also use one of the following ways to process your prescription reimbursement claim. 2. You can also download and complete a Paper Claim Reimbursement form, located on the Print Plan Forms page. You must include the original prescription receipt. Once you complete the form, mail it to the address listed on the form. Be sure to make a copy of the completed form and prescription receipt and retain them for your records. If there is missing information, you will receive a notification in the mail. Once the form is received by our Claims team, they will review the claim for processing. If approved, your reimbursement will be processed within 45 business days. If you don’t receive a response within that time, you can contact Customer Care for an update. Please note that when you submit a prescription claim, CVS Caremark® does not guarantee reimbursement of that claim. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. I'm trying to pay my account balance online but my payment will not process. What is the reason? There may be a few reasons for this problem: * The order is active, in process, or has been placed in future fill * The order has been canceled. The order will be shown as "processing" for approximately 30 days before the order is released * The order is being auto renewed Please note: * You can make a payment after your order processes * You cannot pay a past due balance until your current order has shipped * You can also mail your payment to CVS Caremark. When you mail in a payment, be sure to write the invoice number and your ID number (located on your member ID card) on your check. Mail your payment to: CVS Caremark, Inc. P.O. Box 659539 San Antonio, TX 78265-9539 WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. Will I be told the cost of my order? When refilling your prescription online or by phone, you can receive an estimated cost before completing your order. The price of your medicine may change slightly due to pricing fluctuations. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. How can I find my account balance? After logging in, you may view your balance near the top, right side of the page. Another way to see your account balance is to go to Mail Service Account Balance and Payment. Your balance will display on the page. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. What forms of payment does CVS Caremark® accept? For online transactions, CVS Caremark accepts VISA® and/or MasterCard® credit and debit cards, American Express®, Discover® and electronic checks. If you order by mail, we accept checks, money orders, and credit and debit cards. * You can update the My Billing Information page to keep your Flexible Spending Account (FSA), Health Savings Account (HSA), or Health Reimbursement Arrangement (HRA) card on file for future orders. If you set your card as the default, it will be used for all future orders. Members of some prescription benefit plans may be able to choose a monthly payment plan. If you have an FSA/HSA/HRA card, you can use it to pay at the checkout, when placing a refill order, or to pay existing mail service balances. You can also use the card when you edit an open order that has not been shipped. You may also be able to use a manufacturer coupon to lower your out-of-pocket costs. * Most CVS Pharmacy® stores accept manufacturer coupons * CVS Specialty® accepts manufacturer coupons, also called manufacturer copay cards, which must be presented directly to CVS Specialty. Please note: CVS Caremark Mail Service Pharmacy does not accept manufacturer coupons. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. Do I need to order prescriptions to pay an outstanding balance online? You do not have to order prescriptions to pay an outstanding balance online. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. I'm receiving an error when I try to update my credit card information. Why is this happening? If you have unsuccessfully attempted to update your credit card information, you may get an error message because the "Name This Account" field is not filled in. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. Why do I see duplicate charges for the same order? You may see two pending charges because there is both a bank authorization hold and a payment charge. The bank hold is not a duplicate charge, and it will disappear automatically after the order processes. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * MEDICATION USE AND SAFETY 1. What is my medication used for? The medication you take can be used for different health conditions. You may want to consult with your doctor or pharmacist for information about a particular drug's use. To find out what your specific medication may be used for, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about it. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. What should my health care teams know before I begin taking my medication? Depending on your specific situation, certain medications may not be right for you. You should make sure that your doctor is aware of your health history, health conditions, drug allergies, and any other medications or vitamin supplements you are taking. To find out if your health conditions or current medications may interact negatively with a new medication, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about it, including any possible negative interactions. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. How should I take my medication? You should take your medication as your doctor prescribes. You may want to consult with your doctor or pharmacist for more information about a particular drug's use. If you need more information about how to take your drug, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about it. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. What if I miss a dose of my medication? You may want to consult with your doctor or pharmacist for more information about a particular drug's use. To learn what to do if you miss a dose of your medication, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get more information, including what to do if you miss a dose. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. What other prescription medications, over-the-counter (OTC) medication or foods may interact with the medication I'm currently taking? To find out about possible interactions with food or OTC products, you may want to consult with your doctor or pharmacist for more information. To find out about possible interactions with food or OTC products, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about possible interactions. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. What type of side effects might I experience? Medications may affect each of us differently. You may want to consult with your doctor or pharmacist for more information about a particular drug's side effects. To find out the possible side effects of the medication you're taking, visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about possible side effects. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. What do I need to watch for while I am taking my medication? To find out if your medication has specific warnings you should be aware of, you may want to consult with your doctor or pharmacist for more information. To find out if your medication has specific warnings, you can also visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get information about possible warnings. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. Where should I store my medication? Some medications have specific storage requirements. To find out how and where to store your medications, you may want to consult with your doctor or pharmacist. To find out where your medication should be stored, you can also visit our Drug Reference and Interactions database. Enter the name of your medication in the "Drug Name or Condition" search field to get more information about storage. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. My medication looks different than it did before. Why is that? Your medication may look different because a different manufacturer produced it or because it is a different drug, strength, or dosage form (such as extended vs. immediate release). You can check the label on your prescription to make sure it is the drug, strength, and dosage you expected. Before taking any medication that looks different than you expect, contact your doctor or Customer Care. Customer Care can connect you with a pharmacist, if needed. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. Is my medication a generic? Based on your prescription benefit plan, a specific brand-name or generic medication may have been dispensed. You can check the label on your prescription to check to see if the drug is "substituted" or "generic". You can find out whether your prescription has been filled with a generic medication by contacting Customer Care or your local pharmacy. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. What is the difference between brand and generic medications? The original developer of the medication generally manufactures the brand-name product. A manufacturer that did not originally produce the medication generally produces a generic version. All the active ingredients in both versions are the same and generics are safe and effective. However, generic drugs typically cost less than brand-name drugs. That’s because generic manufacturers do not have the costs associated with the development of brand-name medications, so they can produce them for less. Generic medications must meet U.S. Food and Drug Administration (FDA) guidelines before they can be sold. CVS Caremark also has an approval process to evaluate manufacturers. All manufacturers must meet CVS Caremark standards for us to purchase and dispense their products. You may also want to consult with your doctor or pharmacist for more information about a particular drug. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * WEB AND ACCOUNT SUPPORT 1. How do I contact Web Support? You can use the Contact Caremark online form. We support these browsers for desktop and laptop PC users: * Microsoft Internet Explorer 8.0, 9.0, 10.0 and 11.0 * The two most recent versions of Google Chrome * The two most recent versions of Mozilla Firefox We support these browsers for desktop and laptop Mac users: * The two most recent versions of Apple Safari * The two most recent versions of Google Chrome * The two most recent versions of Mozilla Firefox WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. Why can't I see my statement of coverage or forms on the website? If you are having trouble viewing PDFs on Caremark.com, you may need to make sure you've disabled any pop-up blockers. To find out how to disable pop-up blockers, you can either search Google or go to your browser's Help section. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. I do not want to use the text-to-refill service. How do I stop the text messages? Text "Stop" to unsubscribe from the messaging service. You will still be able to receive updates by email. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. Will I be charged an extra fee for ordering my prescriptions by text message? No, we don't charge an extra fee. Text messaging rates from your cell phone company may apply. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. When I respond to a refill text, why do I keep getting a message saying you can't understand my reply? Your text message is going through an automated system that only recognizes a few responses: YES to refill, NO to decline the refill, HELP for more information or STOP to unsubscribe. Don't add any other words or punctuation. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. Where can I find my group code number? Your group code is located on your prescription member ID card. If you can't find your card, you may be able to view it online in the My Account section. Not all benefit plans have this option. If you do not see the Print My Prescription Benefit Card link and are not sure of the group code, contact Customer Care. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. I lost my member ID card. How do I receive a replacement? Some members can print their prescription member ID card from a link in the Profile section. However, not all benefit plans have this option. If you don't see the Print My Prescription Benefit Card link, contact Customer Care. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. Why do I need to log in to Caremark.com to see the list of pharmacies? We provide you with a list of local retail pharmacies that are covered under your prescription benefit plan. In order to find ways to help you save on your prescription costs we need you to sign in to find your plan details. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. How do I retain the same username and password when my plan changes? When your plan changes, you have to create a new account. This new account is your active account and the old one becomes inactive. You can’t use the same username and password for two different accounts. You can use your current username and password for your new account, but you’ll have to first change the username and password for your old account. If you don't want to keep the old account, you can contact Caremark and they’ll help you remove it. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. How can I get prescription order and account alerts? To receive alerts and other communications, sign in to Caremark.com and go to Profile and then choose Communication Preferences. You can get order and account alerts by text, email, or phone. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. How do I sign up for paperless documents? To update your paperless preferences, sign in to your Caremark.com account. Go to Profile and choose Communication Preferences. You can then change your paperless settings. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. * GLOSSARY 1. Acute medications Medications you take for a short time, like an antibiotic WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 2. Brand medications Medications that are made by only one manufacturer; brand medications often cost more than generic medications WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 3. Coinsurance A percentage of the cost of the medication that your plan requires you to pay after you meet any deductible; For example, if your plan requires you to pay 20% coinsurance and your medication costs $100, you will pay $20 at the pharmacy. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 4. Copay A flat amount you pay for your medication regardless of how much the medication actually costs; For example, a plan might require a $10 copay for generics and a $25 copay for brands. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 5. Deductible The amount you pay for prescription medications before your prescription benefit plan starts to pay; Most plans have an individual deductible amount and a family deductible amount (usually an annual deductible). View your Prescription Plan Summary to understand your deductible. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 6. Flexible Spending Account (FSA) An arrangement through your employer that lets you pay for many out-of-pocket medical expenses with tax-free dollars. Allowed expenses include insurance copayments and deductibles, qualified prescription drugs, insulin, and medical devices. You decide how much to put in an FSA, up to a limit set by your employer. You aren't taxed on this money. If money is left at the end of the year, the employer can offer one of two options (not both): * You get 2.5 more months to spend the leftover money * You can carry over up to $500 to spend the next plan year Flexible Spending Accounts are sometimes called Flexible Spending Arrangements. Source: HealthCare.gov Glossary, 2021. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 7. Formulary A list of prescription medications covered by your prescription benefit plan; If a medication is not on the formulary, it isn’t covered under your plan and you’ll have to pay the entire cost; it may also be called a drug list. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 8. Generic medications Medications that can be made by more than one manufacturer because the patent has expired; Generics have the same active ingredients as brand medications and are approved by the U.S. Food and Drug Administration (FDA); Generics are often the lowest-cost medication option. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 9. Health Reimbursement Arrangement (HRA) Health Reimbursement Arrangements (HRAs) are employer-funded group health plans from which employees are reimbursed tax-free for qualified medical expenses up to a fixed dollar amount per year. Unused amounts may be rolled over for use in subsequent years. The employer funds and owns the arrangement. Health Reimbursement Arrangements are sometimes called Health Reimbursement Accounts. Source: HealthCare.gov Glossary, 2021. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 10. Health Savings Account (HSA) A type of savings account that lets you set aside money on a pre-tax basis to pay for qualified medical expenses. By using untaxed dollars in a Health Savings Account (HSA) to pay for deductibles, copayments, coinsurance, and some other expenses, you may be able to lower your overall health care costs. Generally, HSA funds cannot be used to pay premiums. While you can use the funds in an HSA at any time to pay for qualified medical expenses, you can only contribute to an HSA if you have a High Deductible Health Plan (HDHP) — generally a health plan (including a Marketplace plan) that only covers preventive services before the deductible. Source: HealthCare.gov Glossary, 2021. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 11. High deductible health plan (HDHP) Type of benefit plan that requires you to pay toward a deductible before the plan starts covering expenses; Typically, HDHPs offer lower monthly premiums to offset the higher deductible. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 12. Maximum allowable benefit The most your plan will cover for medications or services during the plan year WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 13. Out-of-pocket maximum The maximum amount you will pay out of your pocket before medications or medical services are covered at 100%. You may view your out of pocket details in your Prescription Plan Summary or track expenses through your Financial Summary to learn more. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 14. Pharmacy network The pharmacies that participate in your benefit plan; If you fill at a pharmacy that isn’t in the network, you’ll have to pay the entire cost of your medication.You can find a local participating pharmacy using the Pharmacy Locator. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 15. Preferred/Non-preferred In some drug classes, there are multiple medications that treat the same condition or symptoms – to help control costs, the plan may designate certain medications as preferred; Preferred medications are typically a lower-cost option than non-preferred. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 16. Step therapy Requirement that you try a preferred alternative before certain higher-cost medications are covered; If you try the preferred medication and it doesn’t work for you, the higher-cost medication will be covered. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 17. Maintenance medications Medications you take regularly, such as high blood pressure, high cholesterol, or diabetes medications; May also be called long-term medications. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 18. Preventive drug list List of medications used to treat conditions that could lead to serious or costly complications if they aren’t managed (like high blood pressure or high cholesterol) – these medications are covered (often at 100%) regardless of how much you’ve paid toward your deductible. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 19. Prior authorization Requirement that your doctor provide more information on why a specific medication was prescribed for you; The plan reviews this information and determines whether or not your medication will be covered. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 20. Quantity limit Limit on the amount of medication the plan will cover; If you continue to fill prescriptions after the quantity limit is reached, you will have to pay the entire cost. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 21. Refill limit The number of 30-day supplies you can fill before you must switch to 90-day supplies through CVS Caremark® Mail Service Pharmacy or another pharmacy as required by your plan WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. 22. Specialty medications Medications that treat complex or chronic conditions like rheumatoid arthritis (RA), multiple sclerosis (MS) or cancer; Specialty medications are typically high cost and are often injected or infused. Learn more about CVS Specialty. WAS THIS HELPFUL? THANKS FOR YOUR FEEDBACK! SORRY WE COULDN'T HELP YOU. How can we improve? (optional) 500 character limit Submit feedback THANKS FOR YOUR FEEDBACK! YOUR FEEDBACK WILL HELP US IMPROVE THE HELP CENTER. CONTACT CAREMARK You may Contact Us directly using our online form. To submit the form, you must sign in to your account. You may also call Customer Care at the number listed on your prescription ID card. * Home * Help Center The CVS/caremark™ app lets you manage your prescription benefits on the go. Download it now: * HEALTH RESOURCES * Drug Reference & InteractionsHealth Information CenterAbout GenericsEmail a PharmacistPharmacist FAQsMedication Safety AlertsSpecialty Pharmacy * CORPORATE INFORMATION * CVSHealth.comNewsroomInvestor RelationsCareers * FOR EMPLOYERS, PHARMACISTS & MEDICAL PLAN PROVIDERS * Client Care AccessPharmacists & Medical Professionals * NEED HELP? * Contact CVS CaremarkWeb Support FAQsQuestions about disposal of medications?Help Center Copyright © 2022 CVS Caremark. All rights reserved|Terms and Conditions|Privacy Policy|Accessibility|Member Rights & Responsibilities Feedback