PillPack FAQs

As part of your PillPack service, we proactively manage your refills. Because of this, we reach out to your doctors about six weeks prior to needing a refill this allows us time to fill, sort, and send your order before you need your medication. Keep up with your email, and well let you know if we need your help reaching them.

Have more than one doctor? No problem. We're happy to work with all of your prescribers to ensure you always have the medication you need.

Once you sign up, please let your doctors know that PillPack is your preferred pharmacy they can call, fax, or electronically prescribe your prescriptions to us directly using the following info:

E-ScribePillPack by Amazon Pharmacy: NCPDP 3061582

Fax603-935-9108

Phone855-745-5725, ext. 3MondayFriday, 8am8pm ET

PillPack by Amazon PharmacyC/O Pharmacy Services250 Commercial St, Suite #2012Manchester, NH 03101

After you sign up for PillPack by Amazon Pharmacy, we verify your insurance and reach out to your doctors and previous pharmacies to gather your prescriptions. From there, we'll organize your medications into a monthly refill schedule.

Because we reach out to your prescribers first, we ask that you please tell your doctors that PillPack by Amazon Pharmacy is your preferred pharmacy that way they'll be expecting us. They can call, fax, or electronically prescribe your prescriptions to us directly:

E-ScribePillPack by Amazon Pharmacy: NCPDP 3061582

Fax603-935-9108

Phone855-745-5725, ext. 3MondayFriday, 8am8pm ET

PillPack by Amazon PharmacyC/O Pharmacy Services250 Commercial St, Suite #2012Manchester, NH 03101

PillPack is a new kind of full-service pharmacy that makes managing your medication easy. There are a few points to keep in mind as you think about switching to our online pharmacy:

1. We don't have local stores. Instead, we ship to your preferred address every month. Like talking to a pharmacist? You can call to speak to a PillPack pharmacist 24/7 at 855-745-5725. Our friendly customer care team is also available 7 days a week via email, phone, or mobile chat.

2. We can sort your daily medications by the time of day you need to take them. That way you don't have to sort your meds into weekly organizers. We take care of it for you. Prefer your meds in bottles? No problem. Were happy to deliver your medications in traditional pill bottles.

3. We charge monthly. When you get your meds from a local pharmacy, you usually have to stop by several times a month to pick up different prescriptions. That means you make a lot of little payments throughout the month and it can be hard to keep track of how much you're spending. With PillPack, you can pick the day of the month you want to pay, and we charge you all at once.

Whether youre caring for a family member or a friend, PillPack by Amazon Pharmacy makes it easy. You can help them sign up for PillPack online or speak to an advisor at 8663321668.

Creating your Caregiver account

If you'd like to have access to your loved ones account, click Invite a Caregiver on the first step of the online signup form, or tell your PillPack advisor if youre signing up by phone.

learn how to add a caregiver account

Follow these simple steps to complete your Caregiver account:

Provide your email address. You or your loved one can do this by clicking 'Invite A Caregiver' on the first step of the online signup form or providing it to your PillPack advisor at 8663321668.

Complete your loved ones signup. If youre the one signing them up, please be sure to use their information, rather than your own, throughout the signup process.

Check your email. Well send you a link to create your Caregiver account. Youll need to verify your relationship by providing a few pieces of information about the person you care for, like their name and date of birth.

If you'd like to be the primary contact

As the primary contact for your loved one's account, our pharmacy team will reach out to you directly for any account-related issues or questions.

You can set yourself as the primary contact either while setting up the account or from your Caregiver account. Simply select the 'Set as Preferred Phone Number' option. You can also contact us and we'll be happy to help.

If you already have a PillPack account and want to provide access to someone who helps you manage your meds, .

Your doctor can add new medications to your PillPack account anytime. They can call, fax, or electronically prescribe your prescriptions to us using the following info:

E-ScribePillPack by Amazon Pharmacy: NCPDP 3061582

Fax603-935-9108

Phone855-745-5725, ext. 3MondayFriday, 8am8pm ETPillPack by Amazon PharmacyC/O Pharmacy Services250 Commercial St, Suite #2012Manchester, NH 03101

If your doctor has given you a paper prescription, you can mail it to us at the address listed above. Unfortunately, we can't take prescriptions via email.

We'll send daily meds in your next shipment

Once we receive the new prescription, we'll check with your insurance and add the medication to your next monthly order. If you need the medication sooner than your next order, please contact us.We can send you an interim supply in a bottle right away.

Tell us when to ship new as-needed meds

If your doctor added a medication to be taken as needed, we'll wait to send it until we hear from you.

How to request as-needed meds from your online account >

If you need a prior authorization

In some cases, your insurance plan might ask your doctor to explain why a prescription is medically necessary. If this happens, we'llwork with your doctor and insurance to get your medication approved as soon as possible and we'll keep you updated throughout the process. A prior authorization usually takes about 3 to 5 days.

As a full-service pharmacy, we can deliver a broad range of medications, vitamins, and over-the-counter meds(OTCs) in various forms. All our medications are sourced from US wholesalers registered with the National Association of Boards of Pharmacy (NABP).

Daily meds

We sort your daily medications into packets by time of day. Each packet is designed to open easily, and is printed with the time, day, and medications inside.

Bottled meds

We deliver as-needed prescriptions or anything you prefer in a bottle along with your PillPack. If you prefer all your medications in bottles, we can do that too.

Other prescription items

We can include items that come in other forms, like inhalers, eye drops, and creams. We can also deliver medications that need to be dispensed in their original packaging, like birth control.

Refrigerated meds

We package refrigerated medications separately from your monthly PillPack. We expedite these shipments in temperature-controlled packaging.

Vitamins and over-the-counter meds (OTCs)

You can get vitamins and OTCs with or without a prescription. Your doctor can send us prescriptions for OTCs along with the rest of your medications. Or, if you're paying out-of-pocket, you can order them directly from your online account :

Enter a medication name into the 'Add a New Vitamin or OTC' block on your account homepage

Select an item from the search result list

Choose whether you want to receive it 'In Packets' or a 'Separate Bottle,' then answer a few questions about the details

Review the monthly price, then click 'Order Medication'

Please note: We require a prescription to fill certain OTCs, like Sudafed, needles, and lancets.

Medications we can't deliver

Schedule II medications are highly regulated. They include narcotics like oxycodone and non-narcotic medications like Adderall. Due to DEA regulations, we're unable to fill Schedule II prescriptions at this time.

Compounded medicationscombine or alter ingredients to create a personalized medication or dose. PillPack by Amazon Pharmacy doesn't currently provide compounded medications.

Medical equipment like braces, insulin pumps, and CPAP supplies can sometimes be covered by insurance if your doctor prescribes them. But you'll need to get them from a medical supply company.We recommend checking with your insurance to find a supplier that's in your network.

Our service is accepted by most US insurance plans. If you'd like to find out if PillPack by Amazon Pharmacy works with your plan, please contact us.

Medicare

PillPack by Amazon Pharmacy is an in-network pharmacy for a majority of Medicare Part D plans. We cannot currently support Medicare Part B.

Medicaid

Were currently able to work with Medicaid programs in New Hampshire, Ohio, and Texas, as well as several specific plans nationwide.

Pharmacy benefit managers

PillPack by Amazon Pharmacy is an in-network pharmacy with all major pharmacy benefit managers, including CVS Caremark, Express Scripts, Optum Rx, Prime Therapeutics, Humana Pharmacy Solutions, Cigna, Aetna, MedImpact, EnvisionRx, and CastiaRx.

Almost any pill-form medication you take daily can go into a PillPack. There are some exceptions, though, and we'll deliver these to you either in bottles or in their original packaging.

Pills that can't go in packets

How we'll deliver them to you

Meds that come in blister packs, like birth control

Original packaging

Dissolvable tablets, like Saphris

Original packaging

Gummies and certain chewables

Bottles

Certain probiotic capsules, like Fem-Dophilus

Bottles

Refrigerated items

Temperature-controlled packaging

State restrictions

Depending on which state you live in, there may also be laws that require us to send certain meds in bottles. For example, in Missouri, New York, and Rhode Island we don't pre-sort any controlled medications into packets.

If you have questions about whether your medication can go into packets, please contact us.

Other state restrictions may affect how you receive your medication. For example, Georgia requires signatures for all shipments with controlled substances. Read more about monthly deliveries if you have other questions about how we send your medications.

Once you've verified your email address, you can access your online account on any device at my.pillpack.com. Within your account, you can view and manage:

Your medication info

View your current medication list and contents of each packet

Pause medications or request an as-needed shipment

Order vitamins or over-the-counter medications (OTCs)

Your payment and insurance details

Change your payment method

Update your insurance or add secondary insurance

View or download your payment history

Your shipping schedule

Track orders that have shipped

Change your shipping address

See a calendar view of your past and future shipments

Not sure if you've verified your email address? We send a confirmation email when you sign up. Please search for emails from [email protected] if you don't see it in your inbox (you may need to check your spam folder). Or you can contact us and we'll be happy to send you a new confirmation email.

Trouble with your password? We can send you an email to reset your password. If you've already tried resetting your password and are still having trouble signing in, please contact us.

Your doctor can change the dose of a medication you're currently taking by sending us an updated prescription. They can call, fax, or electronically prescribe your prescription to us using the following info:

E-ScribePillPack by Amazon Pharmacy: NCPDP 3061582

Fax603-935-9108

Phone855-745-5725, ext. 3MondayFriday, 8am8pm ET

PillPack by Amazon PharmacyC/O Pharmacy Services250 Commercial St, Suite #2012Manchester, NH 03101

If your doctor has given you a paper prescription, you can mail it to us at the address listed above. Unfortunately, we can't take prescriptions via email.

We'll put it in your next shipment

Once we receive the new prescription, we'll check with your insurance and change the dose for your next monthly order. If you need start taking the new dose sooner than your next order, please contact us. A pharmacist can work with you to adjust your current regimen.

We're excited to offer our premium dispenser as a reusable alternative to the recyclable one.

contact us

The premium dispenser is $15 and comes in your choice of 3 colors: blue, green, or gray. It also comes with a handy travel pouch. To order yours, select it from the homepage of your online account or . We'll deliver it with your next PillPack shipment and add the charge to your bill.

Once you've received your premium dispenser, your medication roll will arrive in a pharmacy bag each month. Simply insert your medication roll into the top of your dispenser, pull the first packet out between the two colored slats, and you're good to go.

Take your med roll out of the refill bag and place it into your premium dispenser with the first packet at the top.

Pull the first packetup through the dispenser opening to close the flaps around it.

Close the flap behind the packet first, then lay the packets down and close the other flap on top. Then you can use the edge of the dispenser to tear along the dotted line.

Dispenser details

6.75" x 6.75" x 3.5"

Made of durable, molded plastic

Travel pouch details

5" x 5" x 1"

Made of a sturdy, custom cotton fabric with an easy-open zipper

Holds between 10-20 packets, depending on the specific medications inside

It takes around 2 weeks to send your first PillPack, but this can vary depending on your specific medications, doctors, and insurance.Once weve transferred all your prescriptions, well email you with a delivery date and tracking info.

It may take a few shipments before all your meds are delivered in packets. While we transition your prescriptions to PillPack, there's a good chance some of your meds will arrive in bottles first. This is because at other pharmacies, different prescriptions are due for refills at different times and we want to get your medications to you as soon as you need them.

If you've recently picked up a prescription, it may take a shipment or two before your insurance will allow us to add that medication into your PillPack.

If you need medication while were setting up your account, were happy to send an interim supply to last until your first order is filled. Well keep you up-to-date about your first order via email. If you have any questions while youre getting started, you can always contact us. Were happy to help.

We always want you to have the medication you need. If you need a new prescription right away, call us at 855-745-5725 to let us know and well send you an expedited order. Otherwise, we'll wait to include it in your next monthly order.

If you need a temporary medication, like an antibiotic, we recommend filling at a local retail pharmacy so you can start taking it immediately.

If youre not sure about the urgency of starting a medication, give us a call at 855-745-5725.

When you see a doctor or get a medication, your insurance plan pays a portion of that cost, and you pay the rest. The part you pay is called a copay.

Your copays are determined by your insurance plan

The cost you pay for your medication can vary widely depending on what type of plan you have:

Many HMO plans have a fixed copay for all prescriptions. So your cost is the same, no matter how many you fill or how expensive the total cost.

Other plans charge what's known as coinsurance, which means you pay a percentage of the total medication cost, instead of a fixed amount. In this case, the pricier the med is, the higher your copay will be.

Some plans have a deductible, which means you pay full price for your medications up to a certain amount. After that, you usually pay a low copay.

Often, Medicare plans have what's known as a donut hole. That means you have a copay up to a certain dollar amount, then pay full price until you reach the yearly limit. After that, the donut hole closes and you go back to having a copay again.

Certain plans have tiered pricing, dependent on where you have your prescriptions filled. So if you use a preferred pharmacy, your copays will be lower than at an in-network pharmacy.

Some plans offer discounted copays if you fill 90-day supplies.Becausewe fill on a 30-day cycle, we're unable to offer this discount.

Because of the complexity of copays, it's hard for us to offer an accurate price quote without running a real insurance check for you. However, we are happy to offer a cost summary prior to sending your medications simply give us a call at 855-745-5725 about two weeks before your order is scheduled to arrive.

High copay notifications

If we see an especially high price for one of your medications, we'll let you know. We'll also delay charging you for that particular prescription by 10 days. This gives you time to call your insurance and verify the price before paying it.Because we never want you to be without your medication, your order will ship as scheduled. Only the billing charge for the high priced item will be delayed.

We'll also let you know if we see a significant change in the price of your medication from one month to the next. If you have a deductible or a donut hole, you might be expecting this change, but we want to give you chance to take a look.

After you've signed up for PillPack by Amazon Pharmacy, there are a few things you can do to ensure your transition is seamless.

Let your doctors know that PillPack by Amazon Pharmacy is your preferred pharmacy they can call, fax, or electronically prescribe your prescriptions to us directly.

If youre low on any of your medication, please call us at 855-745-5725. Our team will find the best solution to get you the medication you need.

We send you a confirmation email when you sign up click the link to confirm your email address.This will give you access to your online account and allow us to send important medication updates to you via email.

Please add [email protected] to your email address book so you never miss an update.

If you have medication you take as needed, we'll wait to send them until you tell us you're ready for a refill. You can request a delivery anytime by contacting us or placing an order through your online account :

Select 'Medications' from the main menu

Click on the name of the as-needed medication you want to order

You'll have 3 choices of how you want it delivered:

Send Once If you want a one-time deliveryincluded in your next shipment, select 'Send Once,' then 'Confirm Send Once'

Rush Order If you need your medication sooner than your next shipment, select 'Rush Order,' choose your preferred delivery date, then click 'Order Rush Shipment'

Auto-Ship If you wantthis medication delivered on a monthly schedule, select 'Auto-Ship,' then click 'Confirm'

Who we are

PillPack is a certified US retail pharmacy with licenses in all 50 states and the District of Columbia and we are accredited by the National Association of Boards of Pharmacy (NABP). We have pharmacy and fulfillment locations throughout the continental US, which makes it easy for us to get you what you need quickly.

Please note:We are currently unable to ship to Hawaii or Puerto Rico.

How we started

We were founded in 2013 by TJ Parker and Elliot Cohen, and have since grown rapidly. In 2018, we became part of the Amazon family and we look forward to developing new ways to serve our valued customers.

What we do

Our claim to fame is delivering medications pre-sorted into packets by time of day. And we're very good at that. But we can also deliver medications in bottles, along with other pharmacy items like eye drops, creams, insulin, and inhalers.

Our service and shipping are free, so you'll only pay your copays. If you're paying out-of-pocket for your medication, well help you find the best price.

Amazon Pharmacy

PillPack is the brand name for everything we do. PillPack by Amazon Pharmacy is the licensed name of our Manchester pharmacy and is specifically how prescribers request and send prescriptions to PillPack. PillPack was acquired by Amazon in 2018 and Amazon Pharmacy is included in the licensed name for our pharmacy fulfillment centers across the country.

You may see references to Amazon Pharmacy listed on your medications or other items we send each month. Information for prescribers can befound here.

At this time, we're unable to accept returned medications or needles.

The FDA offers up-to-date guidelines on how to dispose of your medications, including sharps and transdermal patches.

Most areas also have local drop boxes for both medications and needles. Click the links below to find locations near you:

Medication disposal locations

Needle disposal locations

If you have additional questions, please con tact us.

Theres no cost for using our service and PillPack customers never pay for shipping. As a PillPack customer, here's what you will pay for:

30-day copays

We're contracted with most major insurance plans and we fill prescriptions on a monthly cycle. Your copays are determined by your insurance, and can varywidelydepending on what type of plan you have.

Because of the complexity of copays, it's hard for us to offer an accurate price quote until we can run a real insurance check for you.However, we are happy to offer a cost summaryprior tosending your first shipment if you request it. To request a cost summary, please contact us.

Low out-of-pocket costs

If you pay for your medications out-of-pocket, we'll apply any discounts we can find to help you find the best price. We also accept most manufacturer's coupons.

Retail price for non-prescription meds

You can add non-prescription vitamins and over-the-counter medications (OTCs) directly from your online account for regular retail price. Learn how to add vitamins and OTCs >

We're happy to accommodate your unique medication needs.

Generic vs. brand name meds

Like most pharmacies, we substitute generic medications whenever possible to help ensure the lowest cost for you. If you prefer a specific brand name medication, please contact us and we'll be happy to discuss your options. In some cases, your insurance will require a new prescription from your doctor to cover a brand name med.

Cutting your meds in half

If your doctor prescribes half a pill, we're happy to split each one before placing them into your packets for you. We're currently only able to split pills that go into packets, not those delivered in bottles.

Please note: Pills can only be splitevenly in half no other fractional amounts are available.

Changing your packet times

For your first PillPack, we'll establish your packet times based on your doctors' dosage instructions. For morning pills, we generally default to 8 am, and for evening pills 8pm.If you'd like to change your packet times, please contact us anytime and we'll be happy to help you adjust as needed.

Please contact us if you'd like to cancel your account. We'll be very sad to see you go, but happy to help make sure you have a smooth transition to a new pharmacy.

Transferring your prescriptions

Please have your new pharmacy call us at 855-745-5725, ext. 4 to transfer any remaining refills.

Settling your bill

If you have an unpaid balance, we'll charge your card for any last copays or send you a final bill.

Please note: If any orders have shipped before you cancel your account, we won't be able to recall them. You will be charged your regular copay costs for those meds.

Canceling for a loved one

If you need to cancel service on behalf of someone else, you'll need to answer a few questions first to verify their identity and relationship to you.

Reopening a closed account

After canceling your account, you're welcome back anytime. Please contact us and we'll be happy to get you started again.

We ask you to have a payment method on file to cover your copays and any vitamins, over-the-counter medications, or pharmacy items you may want to add. You can choose how and when you'd like to be charged every month and make changes when you need to.

Choose your billing schedule

By default, we charge your card each time an order is on its way to you. Usually, this means youll be charged every 30 days when we send your monthly shipment. But if we send you any other medications throughout the month, youll be charged for those when they ship.

If you'd prefer to pay on a fixed day of the month, please contact us and we'll be happy to set up a monthly billing schedule for you.

Pick a payment method

When you sign up online, you can enter a credit card and HSA/FSA card as your payment method. You can add or update your payment info including adding a bank account anytimefrom your online account.

Please note: If you signed up with an HSA or FSA card, we highly recommend adding a secondary payment method to cover items that can't be charged to that account.

Select 'Billing' and then 'Payment Info' your online account

Clickthe gray 'Add Payment Info' button

Select which type of account you'd like to add

Enter your information, then click 'Save Payment Info'

Select 'Make Default' to update your preferred payment method

Please note:You're welcome to add your Amazon credit card to your online account but the Amazon cash-back program does not apply to PillPack by Amazon Pharmacy purchases.

Keep your insurance up to date

You can update your insurance info or add secondary coverage, savings cards, and coupons anytime from :

Select 'Billing' and the 'Insurance Info'

Click the gray 'Add New Insurance' bo

Enter the information from your insurance card, then click 'Save'

We fill prescriptions on a 30-day cycle, rather than 90-day. This is because we understand medications, strengths, and doses may change. Filling monthly allows us to quickly accommodate any adjustments for your next order. That way, you don't have to throw out two months of medication any time there's a change.

If your doctor is used to writing 90-day prescriptions, they can continue to do so. We'll dispense it on a30-day schedule for you.

You can access your current bill and full payment history from your online account.

Delivery invoice

Any time we charge your payment method on file, we provide an itemized invoice in your online account that includes a record of which payment method was charged and for how much:

Select 'Billing' from the main menu your online account

On the top right of your delivery invoice, you can select 'View or Print Invoice' to save a copy for your records

Annual billing summary

Each year, usually around the end of January, we post an annual summary of your yearly bills. You can download your annual summary on the billing page of :

Select 'Billing' from the main menu

On the right column of the page, you'll see 'Yearly Bills,' where you can click 'View or Print Invoice' to download a full summary of your annual medical expenses

With the PillPack iPhone app, you can:

Set reminders based on your packet times

Chat with our customer care team

Request new meds or changes to your packet times

Access your full medication list on the go

Download from the App Store >

Unfortunately, we do not yet have an app for Android.

This year's Medicare enrollment period takes place fromOctober 15 to December 7, 2019.You only need to go through the enrollment process if:

You're new to Medicare

You're looking to make a change to your Medicare coverage

You received a non-renewal notice from your current plan

You're new to PillPack by Amazon Pharmacy and want to make sure your plan covers our service

If you're enrolling in Medicare this year, please make sure to pick a Part D prescription plan that works with PillPack by Amazon Pharmacy.

How to pick a Part D plan that works with PillPack by Amazon Pharmacy

Get started: Go to medicare.gov/plan-compare to get started either with or without logging in.On the first page, you'll select the type of coverage you need, enter a few personal details, then click 'Next.'

Set your search preferences: Select 'Yes' to see drug costs, then be sure to choose 'Retail pharmacy' for how you normally fill your prescriptions. (If you also use a mail order pharmacy, choose 'Both'). Then click 'Next.'

Confirm your drug list: Add your prescription medications by searching for them by name and filling in your dosage details. Once you've added all your prescriptions, click 'Done Adding Drugs.'

FindPillPack:To select PillPack by Amazon Pharmacy as your pharmacy, the first thing you'll want to do is click 'Change location' and enter 03101, the ZIP code of our central pharmacy in New Hampshire.

Select PillPack:Once you've entered the 03101 ZIP code, you should see PillPack by Amazon Pharmacy right at the top of the list. Click to select it. Then be sure to click 'Change location' again and reset your ZIP code back to your local address.

Complete pharmacy selection: After you've added all your pharmacies, click 'Done' from the blue bar at the bottom of the page.

Choose your plan: From here, you can explore your options by comparing plans and reading all the plan details. When you're ready to pick one, click 'Enroll' to move forward.

If you're concerned with the way a medication appears in your packets or that your packets could have been tampered with please contact us immediately.

Our system keeps an image of each packet that leaves our pharmacy, so we can reference what it looked like originally. From there, we can recommend a plan of action, which may include sending you a replacement PillPack.

Dispenser dimensions

Were proud to offer both a recyclable dispenser and our premium dispenser. They're designed to fit easily into your life, whether on a counter, in a drawer, or on a shelf. Here are the dimensions of each:

Recyclable dispenser

6" x 6" x 3.25"

Made of recyclable cardboard

Premium dispenser

6.75" x 6.75" x 3.5"

Made of durable, molded plastic

Packet details

We can usually fit five medications (up to ten individual pills)in a single packet, but the amount can vary depending on your specific medications. If you have more than five medications scheduled for a certain time of day, we'll includemultiple packets with the same time of day to accommodate.

Food-safe and BPA-free,made of polyethylene terephthalate (PET) the same plastic that's used for bottled drinks and microwavable food containers

Waterproofto protect your medication against spills or humidity

Not childproof Because we've designed our packets to open easily, they should be kept out of the reach of children

Please note:We have fulfillment centers nationwide, and your packets may look or feel a little different depending on where they were made. All our packet styles are secure, easy to open, and printed with the time, date, and medications inside.

Your medication list

Your PillPack includes a medication list that shows prescription details for every pill in your packets, including:

Pill image

Medication name and strength

Directions for use

Prescriber name

Please note: any medications that don't come in packets will not be included on the dispenser medication list.

Bottles

If you receive medication in bottles, they'll come with reversible caps. One side of the cap locks down to be childproof, while the other opens with just a twist. By default, we'll deliver your bottles with the cap in an easy-open position.

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Your bottle will arrive in an easy-open position that requires no pressure to twist open. To keep the cap in an easy-open position, make sure the green writing is facing down (the cap will appear to be upside down).

To switch your cap to child-safe position, flip it over with the green writing facing up.Then twist until you hear a click, which indicates that the cap is locked. To open the bottle in a child-safe position, press down on the side tab to unlock the cap as you turn.

Travel pouch

Our premium dispenser comes with a travel pouch to help you easily take your meds on-the-go. Here are the dimensions and details of the travel pouch:

5" x 5" x 1"

Made of a sturdy, custom cotton fabric with an easy-open zipper

Holds between 10-20 packets, depending on the specific medications inside

Sustainability

Most of our shipping materials are recyclable and a typical PillPack customer uses less plastic than if they were receiving their medication in traditional pill bottles.

Dispenser

As the name would indicate, the recyclable dispenser is 100% recyclable. We also offer a reusable premium dispenser for $15.

Packets

Some of our individual packets are recyclable and some aren't, but we're actively testing 100% recyclable options and look forward to offering more sustainable alternatives in the future.To find out if your packets are recyclable, please contact us.

Product language

Currently, our packets and med lists are only available in English. We're working on ways to provide more language options, including braille. In the meantime, we're happy to offer spoken language support by phone at 855-745-5725. You can also if you'd like to receive digital communications in Spanish.

Pausing your medication

Pausing a medication means you will no longer receive it in your shipments and we won't fill the prescription again until you resume it. You can pause a medication anytime from your online account :

Select 'Medications' from the main menu contact us

Click on the name of the medication you want to pause

Click the blue 'Pause' button, then select 'Confirm'

Please note: If you don't want a medication included in your next shipment, be sure to pause it at least 7 days before it's scheduled to arrive.

Resuming your medication

Just as you can pause a medication anytime, you can also resume a medication from your online account. As long as you have valid refills remaining, we can easily add it into your next shipment. If you need a resumed medicationsooner than your next shipment, please contact us and we can send you an interim supply in a bottle right away.

Select 'Medications' from the main menu

Click on the name of the medication you want to resume

Click the blue 'Resume' button, then select 'Confirm'

If you don't have any valid refills, your medication will not show up on your online account. Please contact us and we can reach out to your doctor to request a new prescription. Once we receive the prescription, we'll check with your insurance and add it into your next available shipment.

Pausing and resuming non-prescription meds

If you've added non-prescription vitamins or over-the-counter meds (OTCs), you can pause and resume these medications anytime from your online account using the same instructions as above. Because they don't require any consultation from a doctor, we can easily get them into your next shipment.

Pausing your full med list

If you pause all medications in your account, we will not send any further shipments until you resume at least one. You can leave your account paused for as long as you like, and resume anytime.If you'd like to cancel your account, please .

Please note: If your doctor sends us a new prescription while the rest of your meds are paused, we'll fill it for you. We won't restart any of your paused medications. We'll just send the new one unless we hearotherwise from you.

To get started with PillPack, you sign up online or call us at 8663321668 to speak with an advisor. If you have all your information on hand, signing up should only take about 5-10 minutes. Here's some info you might want to gather before you get started:

Your doctors' information

We'll reach out to your doctor(s) to request prescriptions for your medications. If you can't find your doctor in the list, you can add them manually, or call us. Were happy to help.

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Any insurance information

We'll try to look up your insurance using the information you've provided to us. If we can't find it, you can enter your insurance manually, and we'll verify the information for you. If you don't have insurance, you can continue without it.

Your medication list

If you don't have all your medications handy, don't worry. You can always add new medications to your account later.

Your payment method

We ask for a payment method when you sign up to cover your copays and any vitamins, over-the-counter meds, or pharmacy items you may want to add. Even if you don't currently pay copays, we still ask that you have a payment method on file to make future orders easier for you.

To verify your account, we'll run a $1 test charge, which will be refunded within 24 hours. You can expect your next charge when your first order is ready to ship.

If you'd like to pay with a bank account instead of a card, you can add a bank account after you finish signing up. Or feel free to were happy to help.

As part of your service, we work with your doctors and insurance to renew your prescriptions before you need them.

How we refill

About six weeks before your medication runs out of refills, we reach out to your doctor to get a new prescription. Once we get the prescription, we'll check with your insurance and add it right into your next order without any work from you.

We might ask for help

There will be times when your doctor needs more information before renewing a prescription. For example, they may want you to get lab work or stop by for an office visit. When this happens, we'll email you and if you've opted for text message communications send you a text to ask for your help.

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Occasionally, we might have trouble reaching your doctor, in which case, we'll also email and text you for help.

Stay up to date

Its a good idea to add [email protected] to your email address book, so our updates reach your inbox. And you can opt into text message communications anytime through your online account :

Select 'Account settings' from the top right corner of the screen

Within the 'Communication' block, you'll see an option to turn text messages on or off

If you ever have questions about the status of a prescription, please don't hesitate to . We're happy to help.

Well ship you a new PillPack every month.If you have other medications or pharmacy items that are delivered on a monthly basis, they'll be included in the box along with your daily packets.

Discreet packaging

We deliver your medications in a discreet box with no pharmacy markings. We also use tamper-proof seals for added security.

Where we ship

We deliver medications to physical addresses anywhere in the continental US. We are currently unable to ship to Hawaii or Puerto Rico, and we cannotsend to P.O. boxes.

Tracking your shipment

Your shipment will be scheduled to arrive at least one day before you need to start taking your monthly meds. Once your order has shipped, we'll email and text you the tracking link.

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You can also access tracking info from your online account. Simply click 'Track Package' within the 'Shipments' block of your main account page.

Refrigerated meds

If your medication requires refrigeration, it will be shipped separately from your PillPack. This is because we use temperature-safe packaging and expedited shipping.

Delivery options

If you prefer, were happy to require a signature upon delivery please contact us and we'll be happy to get you set up. Or we can ship to an alternative address, like your workplace, which you can designate in your online account :

Select 'Account settings' from the top right corner of the screen

Within the 'Shipping Address' block, select 'Add Address'

Enter your information and click 'Next'

Select 'Ship to this address'

If you have questions about how we'll package or ship your specific medications, pleasedon'thesitate to .

There's no wrong time to sign up for PillPack. Well customize your experience based on your unique needs.

If you just picked up your medications

We can get you signed up and transfer your prescriptions from your current pharmacy. That way, when you're ready for a refill, we'll be the ones to fill it.

If you have more than a month's supply at home, it can take a shipment or two before your insurance will allow us to add that medication into your PillPack. But if you have other medications that are ready to fill sooner, we'll go ahead and send you those first.

If you're running low on any medications

You can still sign up today, but we recommend you do so by phone. Please call us at 8663321668 to tell us which meds you need right away. Then we can send you an interim supply in bottles or let you know if you should fill one last time at your current pharmacy.

If your medications change often

Filling monthly allows us to accommodate any changes in your medication. If you have medication that changes more frequently or are prescribed as-needed, were happy to fill those in traditional pill bottles.

Updating your address

You can add a new shipping address or change your preferred address in your online account or you can contact us and we'll be happy to make the change for you.

Select 'Account settings' from the top right corner of the screen let us know at least 2 weeks ahead

Within the 'Shipping Address' block, select 'Add Address'

Enter your information and click 'Next'

Select 'Ship to this address'

Planning for travel

If youre going out of town, let us know the dates youll be traveling. Were happy to coordinate with your insurance plan to send a vacation supply in advance. For extended tripswithin the continental US, we'll be happy to send your orders to an alternative address.

If you'll be out of the country for more than a month, please . Often we can work with your doctors and insurance to supply you with several months of medication in bottles. At this time, we're unable to deliver extended travel supply in packets.

Extreme weather

Because we always want you to have the medication you need, our pharmacy team monitors extreme conditions throughout the country, such as hurricanes and wildfires. We'll proactively reach out to you and coordinate around your evacuation plans, if necessary.

If you're currently experiencing extreme weather conditions, and a significant delay would result in missing medication, please contact us immediately at 855-745-5725.

Your PillPack arrives with one easy-to-read medication list that includes:

Your name

Your medication names and strengths

Your doctors' names

An image of each medication

Directions for use

Since your medication is being dispensed by the pharmacy in this format, the individual packets are considered the original packaging and are great for traveling.

If you're only traveling with a few packets, we recommend taking the medication list from the side of your box along with you, just in case.

For guidance on how to safely travel with non-packet medication, like needles, inhalers, or bottled meds, please check with your airline or travel agent. Here are a few other helpful references:

TSA guidelines for flying with medication

CDC tips for traveling internationally with medication

Email is the primary way we keep you updated about your account. Its a good idea to add [email protected] to your address book, so our updates reach your inbox.

Reasons we'll reach out

Well automatically email you:

To review the contents of your upcoming order

To share tracking info when your order ships

If we have trouble processing your payment

If we need your help to get a refill

Occasionally, we might also reach out via email to learn about your experience as a customer or to inform you about any product updates.

Medication details in your emails

If you'd like to receive medication details in your emails, please be sure to verify your email address.We send you a confirmation email when you first sign up. If you're already a customer, please search for emails from [email protected] if you don't see it in your inbox (you may need to check your spam folder). Or you can contact us and we'll be happy to send you a new confirmation email.

your online account

If you don't want medication details to show up in your emails, you can refrain from verifying your email or you can make that selection in your online account :

Select 'Account settings' from the top right corner of the screen

Within the 'Communication' block, you'll see an option to hide or show medication names in summary email

Text messages

We can send you text message notifications as well as email, if that's something you prefer. You can opt into text message communications anytime through:

Select 'Account settings' from the top right corner of the screen

Within the 'Communication' block, you'll see an option to turn text messages on or off

The majority of our packets open easily from left to right. However, were currently testing new packet material and equipment to improve your service.

If you received an email or a note in your shipment letting you know that your packets open differently, please follow these instructions to use them:

Separate the packets you need by pulling gently from left to right

Open each packet by tearing downward from top to bottom

Take the medication you need

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If you have any questions or feedback about your packets, please .

Overdue accounts happen to everyone. Especially when things like copays, deductibles, and donut holes are involved. Don't worry we're here to help.

Easily update your payment method

If we're having trouble processing your payment, we'll let you know with an email and if you've opted for text message communications a text alert. You can add or update your payment infofrom your online account.

Please note: Our system will automatically attempt to charge your default payment method every 24 hours until the payment goes through.

Select 'Billing' and then 'Payment Info' contact us

Clickthe gray 'Add Payment Info' button

Select which type of account you'd like to add

Enter your information, then click 'Save Payment Info'

Select 'Make Default' to update your preferred payment method

Check your HSA or FSA balance

If your HSA or FSA card is your default payment method, we ask that youcontact your benefits provider to check your balance, and then give us a call at 855-745-5725. As long as you have a secondary payment on file, we can split the charge between your HSA/FSA card and a secondary payment method. Or you can update your default payment method until you've accrued more funds in that account.

Please note: While we don't require it, we highly recommend adding a secondary payment method to cover items that can't be charged to your HSA or FSA account.

Set a fixed payment date

By default, we charge your card each time an order is on its way to you. Usually, this means youll be charged every 30 days when we send your monthly shipment. But if we send you any other medications throughout the month, youll be charged for those when they ship.

Many customers find it helpful to choose a fixed monthly payment date that aligns with their paycheck schedule. If that sounds like a good option for you, please and we'll be happy to set up a monthly billing schedule for you.

If there's a family member, friend, or medical professional who helps you manage your medication, you can give them access to your PillPack by Amazon Pharmacy account. We'll also make sure they're included on all email and text message communications.

Invite your loved one during signup

To give your loved one access to your account during sign-up, click Invite a Caregiver on the first step of the online signup form, or tell your PillPack advisor if youre signing up by phone at 8663321668. We'll send them an email with instructions on how to sign in and access your account.

Learn how to sign up a loved one >

Add a caregiver account anytime

After you finished signing up, you can create a caregiver account for a loved one any time through your online account :

Select 'Account settings' from the top right corner of the screen

In the 'Caregivers' block, select 'Invite Caregiver'

Enter the email address of the person you'd like to have access to your account

Or you can contact us and we'll be happy to help.

Are you looking to create an account for someone else?

All customer data is encrypted from end-to-end. Every PillPack team member is trained to handle HIPAA-protected data and we regularly hire external security firms to validate our security practices.

As a company, PillPack has never, and will never, share or sell any of our customers information.

For more information, please review our privacy policy.

We'll actively notify you if you're affected by a medication recall. If necessary, we'll pause that medication on your account. We'll then work with your doctor to find an appropriate replacement for you.Any recalled meds will be removed from our inventory and properly disposed of. You can review the national recall list anytime on the FDA website.

As part of your service, we work with your doctors directly to manage your refills. To keep your service running smoothly, please make sure we have accurate and up-to-date contact info for all of your doctors.

To update prescriber information for any of your medications, please contact us.Here are the most common reasons people need to make changes:

You're seeing a new doctor

A medication you've been taking is now prescribed by a different doctor

Your doctor joins a new practice

Checking your doctor info on file

You can see the prescriber info for any individual medication from your online account:

Select 'Medications' from the main menu

Click on the name of the medication you want to pause

Under 'Prescriber,' you'll see the doctor we have on file for that medication

We also include doctor names on the medication list that comes with your PillPack.

If we have trouble reaching any of your doctors, we'll email you and if you've opted for text message communications send you a text to ask for your help.

If you are experiencing a medical emergency, please contact your doctor or call 911 immediately.

Our friendly, US-based support team is happy to help you by phone, email, or mobile chat.If you have an urgent clinical need, calling8557455725 is usually the fastest way to reach us.

Daytime phone support

Our normal business hours are Monday to Friday 8:00 AM - 10:00 PM ET and Saturday and Sunday 10:00 AM - 8:00 PM ET.

Evening phone support

After normal business hours, a voicemail system is available for customers. Please leave a message, and someone will get back to you as soon as possible. Pharmacists are available 24/7 and will return urgent calls within 30 minutes.

Email and mobile chat

You can reach us via email or through the messaging tool in our iPhone app. Unfortunately, we do not yet have an app for Android.

At PillPack, we take accuracy very seriously. And we've established a secure and stringent process to ensure you have the right pills in the right packets every time.

Pharmacist reviews

Our pharmacists are involved in every step of your PillPack's creation.

Before we sort your meds, a pharmacistreviews your entire medication list for potential drug interaction issues. For example, it may not be recommended to take a certain supplement with a specific prescription medication. If this is the case, our pharmacists will adjust your PillPack schedule, make recommendations, or consult with your doctors.

After sorting your meds, a pharmacist does a final review of every packet for safety and accuracy.

Image recognition

Each packet we dispense goesthrough a precision image recognition system. The system detects accuracy by the size, shape, color, and density of each pill. It then catalogs an image of every individual packet dispensed.

If you ever have concerns about the accuracy of your PillPack, please contact us immediately.

If you're currently having a painful reaction to your medication or have missed a critical dose, please get medical help now. Depending on the severity of your symptoms, you can either reach out to your doctor or call 911.

Once your own safety is assured, please contact us to let us know what happened. A PillPack pharmacist will assess what happened and provide clinical guidance as needed. This may include counseling to explain preventative measures. If appropriate, we can also work with your doctor to make changes to your medication dosage.

If you are experiencing a medical emergency, please contact your doctor or call 911 immediately.

Our pharmacists are available 24 hours a day, 7 days a week at 855-745-5725. If you have an urgent clinical need, calling8557455725 is the fastest way to reach us.

Daytime phone support

Our normal business hours are Monday to Friday 8:00 AM - 10:00 PM ET and Saturday and Sunday 10:00 AM - 8:00 PM ET.

Evening phone support

After normal business hours, a voicemail system is available for customers. Please leave a message, and a pharmacist will get back to you as soon as possible. We return urgent calls within 30 minutes.