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Filling My Prescriptions


How do I transfer a prescription for a medication I am already on?

Please ensure you have a 60-day supply of your medication on hand at home and at least one refill at your current pharmacy before requesting a transfer. If you do not have a 60-day supply on hand, please go to your current pharmacy for another fill before transferring your prescription. Once you have a 60-day supply on hand and one refill at your current pharmacy, provide the information from the label of your medication, and we will do the rest.


I have a new prescription for a maintenance medication. How do I fill it?

If the prescription is for a medication you’ve not taken before, take it to another pharmacy and ask them to provide you with a 60-day supply of the medication. As soon as you know you will continue taking the medication on an ongoing basis, submit a transfer request of your prescription from the other pharmacy to us. Submitting a transfer request is easy online or you can call us at 1 (855) 550-MEDS (6337). We will then refill your prescriptions when necessary.


What if the prescription is for a maintenance medication I have taken before?

If the prescription is for a maintenance medication you’ve taken before, you can ask your doctor to fax it directly to the Express Scripts Canada Pharmacy or you can mail it. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope. Please note that only your doctor can fax a prescription to the Express Scripts Canada Pharmacy; pharmacy regulations stipulate that a pharmacy can accept a faxed prescription only from a physician’s office.

Tip: See who to contact for our regional pharmacy fax numbers.


My doctor wants to charge me an extra fee to fax a new prescription to the Express Scripts Canada Pharmacy. What are my options?

If you choose not to pay the fee to your doctor, you should make an appointment with him/her to get the prescription. The appointment will be covered by your provincial health plan. Once you have your new prescription, you can mail it to us using the postage-paid envelope provided with each medication shipment. If you do not have any postage-paid envelopes and require one be sent to you, please email memberinfo@express-scripts.com.

If you choose to pay the fee to your doctor, you will be contacted by a member of our team via email or phone, depending on the preferred method you chose when you signed up, to let you know when to expect the package.


What if my doctor isn’t happy having to fax my prescription to the Express Scripts Canada Pharmacy?

Faxing prescriptions to pharmacies is common practice in Canada, regardless of which pharmacy you use. If the physician’s office will not fax your prescription, you can mail it to us. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.


What should I do if my prescription changes?

If your prescription changes, mail the new prescription or have your doctor fax it directly to your regional Express Scripts Canada Pharmacy, which will update your file. Please email memberinfo@express-scripts.com to obtain a postage-paid envelope.

Tip: See who to contact for our regional pharmacy fax numbers.

 


Can I submit more than one prescription at a time?

Yes. We will process all prescriptions submitted, according to your drug benefit plan.


How much time should I allow for my order to be processed successfully?

Your health is our top priority. To ensure successful processing and a good member experience, you should have a 60-day supply of medication on hand and at least one refill at your current pharmacy. If the Express Scripts Canada Pharmacy needs to contact you or your prescribing doctor for information, processing may take longer.

Once your first order has been processed, subsequent refills will be shipped automatically. If you have chosen not to receive automatic refills, your order will be shipped within 5-7 business days from the time we receive your refill request. If you are not on automatic refills, you should have at least 10-15 days supply on hand before calling to request a refill.

Tip: See refills and renewals for more information on our Auto Refills service.

Express Scripts Canada