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Frequently Asked Questions

Find answers to some of the most frequently asked questions. If you still have questions, please contact us and one of our associates will be happy to help.

MedImpact Direct FAQ

What is MedImpact Direct?

MedImpact Direct is an easy-to-use alternative to typical home delivery that helps you manage your medications, order your refills and have medications delivered right to your door – or wherever you need! We work with a high-quality network of pharmacies in the United States to fill your medications. We make sure you receive the best possible service and value from your contracted dispensing pharmacies.

What are the credentials of your network pharmacies?

All of our network pharmacies are located in the United States and are licensed to provide pharmacy services in the states in which they operate.

What advantages does MedImpact Direct offer to me?

We want you to be happy with the service you receive. Our friendly pharmacy staff will answer questions you have about home delivery service.

Here is just some of what you will receive:

  • Clinical information and answers to questions you may have about your medications.
  • Medication monitoring to evaluate possible drug interactions.
  • Help with your insurance company.
  • A secure website where you can order refills, view your order history and update your information online from the comfort of your home.
  • If you are concerned about the cost of your medications, we can help to see if there are other options.

Is my healthcare information safe with MedImpact Direct?

Yes. We are required by federal and state law to maintain the security and confidentiality of your personal information and records. MedImpact Direct complies with all applicable state and federal standards to protect your privacy. Our privacy notice is posted on our website. We would be happy to mail or email you a copy.

What other services does MedImpact Direct offer?

We offer an easy-to-use website that you can use to manage the maintenance medications you order through us. In this secure system, you can:

  • Order refills for home delivery
  • View orders
  • Track the status of medication orders
  • See all of the medications you've filled via MedImpact Direct
  • Download billing statements and payment history
  • Set up a default payment method for refill orders
  • Change/manage your preferences

Can I still use my local pharmacy?

Most health plans allow you to use a local pharmacy. Please check with your health plan to see what pharmacies are in your network. It is usually best to use a retail pharmacy for medications that you need right away, such as antibiotics. These medications are typically prescribed for "acute" diseases or illnesses, which typically have a rapid onset and/or a short course.

Home delivery is ideal for chronic diseases or illnesses, which require long-term maintenance medications to manage the condition. These usually need to be refilled on a regular basis and can be delivered right to your door.

Specialty medications are handled differently. These are typically dispensed by pharmacies that focus on specialty drugs, which may be required by your plan.

We can work with your retail pharmacy to transfer prescriptions to make sure you get the medication you need when, where and how you need it.

Will you substitute a generic medication?

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

Your provider can specify brand-name medication, if necessary. You may also designate "brand name only" medication by speaking to one of our representatives. Please be aware that brand medication may not be covered by your plan when a generic is available. Therefore, this could result in a significantly higher copay. If you have any questions, please call and speak with one of our pharmacy staff. We would be happy to assist you.

MedImpact Direct Mail and Maintenance Medications FAQ

How do I begin using MedImpact Direct Mail for maintenance medications?

First, we need to obtain your prescriptions. If your plan is changing to MedImpact Direct from another mail order pharmacy provider, in most cases, we will receive your current prescriptions with refills remaining automatically. Refer to your welcome letter or call us for additional information. If not, we can obtain your prescriptions in a variety of ways:

Call Us
You can get started with MedImpact Direct by calling us toll-free at:
(855) 873-8739
Monday through Friday: 7:00 a.m. – 7:00 p.m. (Central Time)
Saturdays: 8:00 a.m. – 4:00 p.m. (Central Time)

Mail Us Your Prescription
You can print and complete this order form:
Download Order Form Send it, along with your prescription, to the following address:
MedImpact Direct
PO Box 51580
Phoenix, AZ 85076-1580

Have Your Provider Send Us Your Prescription Electronically.
Your provider can submit your prescription electronically via ePrescribing or he or she can fax it to: (888) 783-1773

Questions?
Call us now, toll-free, at (855) 873-8739.
Our friendly pharmacy staff can help you get started today.

How do I pay for my maintenance medications?

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 optimum convenience and to avoid delays. This way, every time you need to order a refill, your payment information is already in the secure system and you can just select that payment method – hassle-free!

Will I receive more than one delivery?

It is possible you may receive more than one shipment of medication. MedImpact Direct will route your prescriptions to one of our network pharmacies.

Regardless of which pharmacy fills your prescription, all of the information regarding your medications can be found in one place at www.medimpactdirect.com. Just make sure to register through our secure system so you can see all of the orders you have placed through us.

How long does it take for my maintenance medication order to arrive?

Our pharmacies can often ship refill orders on the same business day, but orders can take up to 10 days for delivery from the date we receive your order. We offer many convenient refill options to ensure you receive your medication as quickly as possible. You can always track the status of your order online or call our pharmacy staff for assistance. Need it sooner? Select our expedited shipping option for an additional fee.

How do I send you my prescription?

You can print and complete this order form:
Download Order Form Send it, along with your prescription, to the following address:
MedImpact Direct
PO Box 51580
Phoenix, AZ 85076-1580

For even quicker delivery, ask your provider to send your prescription to MedImpact Direct electronically via ePrescribing, or fax it to us at:
(888) 783-1773

You can also call us. With a simple phone call, our friendly pharmacy staff will help you get your prescription to our pharmacy.

How do I order refills of my maintenance medication?

It's easy! You have options for refill orders for your mail service maintenance medications. Online ordering is the quickest way, and you can do this any time. Once you have registered for online access, you can order refills in our secure system.

This is the most convenient way to order a refill because all of your prescriptions filled through MedImpact Direct are already in the secure system. Just log in and select the maintenance medication you need refilled. You can submit your payment securely right in the system. Online ordering is available any time, every day of the year!

You can also order by phone. Call us toll-free at (855) 873-8739, and we will be happy to help you with your refill order!

How do I register for online access to my account?

When you send your first prescription to us, we will create an account for you. This happens automatically, regardless of how you get your prescription to us. If you would like online access to your account, you can register for secure access in the registration box on the left of this page.

To register, you must have received a "Welcome Letter" from your benefit plan with detailed instructions on "How to Register or Log In with MedImpact Direct." If you have not received one, please call us toll-free at (855) 873-8739! We are happy to help you!

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

Depending on your current mail order pharmacy, we may receive a file that transfers your prescriptions to us electronically. If so, we may contact you to set up your account to help you get started. This way, when you need your refill, your account is already set up, making it easier for you. Some prescriptions cannot be transferred and will need a new prescription for your new home delivery service. These include prescriptions that are expired; or are for a controlled substance or a compound drug (prescriptions where the pharmacist prepares the final product.) For these, you will need to ask your provider for a new prescription for this mail order program. The pharmacy staff at MedImpact Direct is happy to help you get new prescriptions as needed.

You can also call us to get your prescriptions transferred to MedImpact Direct. Simply call us toll-free at (855) 873-8739. Tell us your physician's name and phone number, which medications you need, and we'll do the rest.

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

You can call MedImpact Direct toll-free at:
(855) 873-8739

Monday through Friday: 7:00 a.m. – 7:00 p.m. (Central Time)
Saturdays: 8:00 a.m. – 4:00 p.m. (Central Time)

You can also email us at customerservice@medimpactdirect.com. We request that you 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 concerns or if you would like to provide feedback about our services.

MedImpact Direct Specialty and Specialty Medications FAQ

What is a specialty medication?

“Specialty medications” are more complex, and are typically used to treat complex conditions, such as cancer, hepatitis C, hemophilia, multiple sclerosis, and rheumatoid arthritis. Specialty medications typically require:

  • Special handling
  • Close monitoring
  • Complex administration - the way you take the drug

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

You don’t need to do anything to get started. Your provider will fax us your medication. Our dispensing pharmacy will call you to start therapy.

Where will my medication be shipped?

They will ship your medication to you or your provider, depending on who is administering your medication. If your provider administers your medication in their office, it will be shipped directly to your provider. If you administer the medication yourself, it will be shipped directly to you.

Do medication orders come with discreet packaging?

Yes, our pharmacies use discreet packaging. There is no information on the packaging 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. You can also call the phone number printed on your medication label.

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

Call the number on your medication label.

What if I have questions about my service?

Call us toll-free at (877) 391-1103. 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 concerns or if you would like to provide feedback about our services.

Still Have Questions?

Our friendly pharmacy staff are happy to help you!
Call us toll-free at (855) 873-8739 or email customer service.