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MedImpact Direct Toll-Free
(855) 873-8739 (TTY dial 711)

Customer Service

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Frequently Asked Questions

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. Learn more

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.

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.

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

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  7:00am – 7:00pm Central Time
Saturday  8:00am – 4:00pm Central Time
Sunday  Closed

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.

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.

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

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. Need it sooner? Select expedited shipping for an added fee.

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.

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.

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

Monday - Friday  7:00am – 7:00pm Central Time
Saturday  8:00am – 4:00pm Central Time
Sunday  Closed

You may email us at 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.

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

Monday - Friday  7:00am – 7:00pm Central Time
Saturday  8:00am – 4:00pm Central Time
Sunday  Closed