How do I register with MedImpact Direct Mail®?

First, check with your employer or health plan to see if you are eligible. Then, to start mail-order service, you will need a 90-day-supply prescription(s) from your provider. 

How do I find out the status of my order?

Sign in to the member portal or our mobile app and select "My Medications."

What happens if my doctor sends a prescription directly to MedImpact Direct Mail®?

MedImpact Direct Mail® is committed to patient safety. When we receive a new prescription directly from your doctor without your prior consent, we ask you to confirm the need for the shipment by text message, email or phone call.

How are my medications shipped?

We will use the best method available to ship orders to ensure you receive your medicine(s) in a timely manner. You may choose expedited shipping for an added fee.

Can I cancel an order?

No. Once an order is placed, the pharmacy dispensing process begins and cannot be stopped.

What if my medications are damaged during shipping?

Please check your prescription order for accuracy as soon as it arrives. Contact MedImpact Direct Mail® with questions or concerns about the order within 14 days from the date your order was delivered. We can be reached at (855) 873-8739 (TTY dial 711):

• Monday - Friday 7am – 7pm Central Time
• Saturday 8am – 4pm Central Time
• Sunday Closed

What if I want to return a medication?

We do not accept the return of prescriptions once shipped. Call us to discuss at (855) 873-8739 (TTY dial 711). If it is needed, we will send you a postage-paid envelope.

How do I pay for my medicine?

We accept checks, money orders and credit cards. Please do not send cash. Checks and money orders may be used to credit your account for future copays and costs. We recommend keeping a credit card on file in our secure system for convenience and to avoid delays.

Will I receive more than one delivery?

It is possible you may receive more than one shipment of medication.

How long will it take for my medicine to arrive?

Our pharmacies can often ship orders on the same business day, but normally orders can take up to 10 days to arrive after you place the order. We offer many easy refill options to ensure you receive your medicine(s) as quickly as possible. You can track the status of your order online or in our mobile app. Need it sooner? Select expedited shipping for an added fee.

How do I transfer my existing prescription from another mail-order pharmacy?

Depending on your mail-order pharmacy, we may have received an electronic transfer of your prescription refills. If so, you will need to register with our pharmacy first and review your active drug profile.

We can help you with obtaining new prescriptions for controlled substances, or prescriptions that have expired, were never filled, or have no refills remaining. These medications will not automatically transfer from your previous mail-order pharmacy.

You can request a new prescription on our website. Choose “Request or Submit a New Prescription” at the top of the “My Medications” page and follow instructions. Tell us your physician's name and phone number, the medicine(s) you need, and we'll do the rest.

Will you substitute a generic medication?

When available and permitted by law, a generic medication will be substituted unless you or your doctor tell us otherwise. We only substitute FDA-approved generic medications that are equivalent to the brand-name drug under state and federal law.

Your doctor can specify brand-name medication, if needed. You also may choose “brand name only" medication by speaking the pharmacy. Please be aware that brand-name drugs may not be covered by your plan when a generic is available. Using a brand-name drug could result in much higher copay.

What if I have a question about my medication order?

You can call MedImpact Direct Mail® toll-free at (855) 873-8739 (TTY dial 711):

• Monday - Friday 7am – 7pm Central Time
• Saturday 8am – 4pm Central Time
• Sunday Closed

You may email us at customerservice@medimpactdirect.com. Please do not include any personal health information in your email for security purposes.

Our goal is to provide you with the best customer service and pharmacist support. We want to hear from you if you have any questions or if you would like to give us feedback on our services.

Didn't find an answer to your questions?

Call us at (855) 873-8739 (TTY dial 711):

• Monday - Friday 7am – 7pm Central Time
• Saturday 8am – 4pm Central Time
• Sunday Closed

What is a specialty medication?

Specialty medications are complex and used to treat chronic conditions such as cancer or hepatitis C. Specialty drugs typically need:

• Special care, such as a cold storage
• Close follow-up
• Support for the way you take drug such as an injection

How do I begin using MedImpact Direct Specialty for specialty medications?

We will call you to get started with us. Your doctor will fax us your medication referral to 888-807-5716. Our dispensing pharmacy will call you to start therapy.

Do I have to use MedImpact Direct Specialty? 

You may need to change pharmacies for plan design or medication reasons. We can direct you to the right pharmacy. Call us toll-free at 877-391-1103 (TTY dial 711) 8 am to 8 pm Eastern Time, Monday-Friday. Or you can email us at specialtyhub@medimpactdirect.com. For security reasons, we request that you do not include any personal health or payment information in your email.

What information is needed to contact you?

Our team needs your name, date of birth, and medication name to answer questions.

What is my copay amount?

We can tell you the copay amount. Call us toll-free at 877-391-1103 (TTY dial 711) 8 am to 8 pm Eastern Time, Monday-Friday. Or you can email us at specialtyhub@medimpactdirect.com. For security reasons, we request that you do not include any personal health or payment information in your email.

Where will my medication be shipped?

The pharmacy will ship your medication to you or your doctor, depending on who is administering your medication. If your doctor administers your medication in the office, it will be shipped to your doctor. If you administer the medication yourself, it will be shipped to the:

• Address of your choice
• UPS or FedEx location

Do medication orders come with discreet packaging?

Yes, our pharmacies use discreet packaging. There is no information on the package to indicate what is in the box.

How do I order refills?

For specialty medications, the specialty pharmacy will call you when your refill is due. Your also may call the phone number printed on your medication label.

What if I have a question or problem with my medication?

Call the phone number on your medication label.

What if I have questions about my service?

Call us toll-free at 877-391-1103 (TTY dial 711) 8 am to 8 pm Eastern Time, Monday-Friday. Our goal is to provide you with the best customer service and support for your therapy. Or you can email us at specialtyhub@medimpactdirect.com. For security reasons, we request that you do not include any personal health or payment information in your email. We want to hear from you if you have any questions or want to give us feedback on our services.