Mail-order pharmacy program

When you use the CVS Caremark Mail Service Pharmacy, you don’t have to leave the house to get your prescription–it’s delivered right to your door. The shipping is free to anywhere in the United States. For tier 1,2, 3, and 4 medications that are available in a long-term supply, you can use mail-order to get up to a 90-day supply of medication for the cost of a 60-day supply. That’s a savings of a whole month’s copayment!

Who can use our mail-order pharmacy program?

You must have prescription drug benefits through Fallon Health to use the mail-order pharmacy program.

You can use mail-order if you've been on the same medication for several months with no change in dose, and you plan on being on the same medication and dose for a while.

How to fill new prescriptions using mail-order 

  • Ask your doctor to fax or electronically send a new prescription to CVS Caremark Mail Service Pharmacy. This is just like when your provider calls it into your regular pharmacy. As long as your provider is contracted with the plan, they will have all of the information they need to do this.

  • Call CVS Caremark at the number on your member ID card and they will ask you for your medication and prescriber information, and other information they may need to process your prescription.

  • Go online to caremark.com. Register (if you haven’t already) and once you log in, click on request a new prescription.

  • By mail. If you already use mail-order for other prescriptions, you can use the order form and return envelope you received with your other prescription to order a new prescription, as long as you have the paper prescription to mail in.

To get a 90-day supply, you must have a prescription written for 90 days at a time.

We suggest that you provide CVS Caremark with a credit card to make your experience as smooth as possible. But as long as your prescription order cost is under $250, CVS Caremark can send you an invoice instead of using your card.

How to get refills

We suggest that you request a refill within 10-15 days from the day you are going to run out of your medication. There are three different ways you can order refills through mail-order:

  1. Online. Visit caremark.com. From there you can enter your information to request a refill. Just enter your date of birth and Rx number, which should be on your current medication bottle.
  2. By phone. Call 1-888-543-5919. This is a 24-hour automated refill system. You will need your prescription information, found on your medication bottle.
  3. By mail. Included with each mail-order prescription you receive will be an order form and a return envelope which can be used to refill or order a new prescription.

Pre-packaged medications

You can also have a 30-day supply of your medications individually packaged and labeled by dose, date and time. Each pack is clearly labeled morning, midday, evening and/or bedtime. There is no cost, and they can be delivered right to your home. To enroll in this program, visit cvs.com/content/multidose or call 1-800-753-0596 (TRS 711).

Frequently asked questions about mail-order pharmacy

Q. How much time do I need to give between ordering a refill and needing to receive it?
A. We suggest that you request a refill within 10-15 days from the day you are going to run out of your medication.

Q. Can I order a refill as soon as I receive my last shipment?
A. No. You cannot order a refill until you have used up 75% for non-controlled drugs, 80% for controlled drugs, or 70% for topical ophthalmic drugs of your current shipment. For a 90-day supply, this means for most drugs you can order a refill when you have three weeks left of your current shipment.

Q. What medications are available through mail-order?
A. Only certain medications are available through mail-order. On your formulary (drug list), the last column will be marked with MO if the medication is available through mail-order. Please remember that to order a 90-day supply, your prescription must be written for a 90-day supply.

Q. Will my prescriptions be cheaper through mail-order?
A. Yes, they can be. For Fallon Medicare Plus members, you pay a 60-day copayment for a 90-day supply when ordering through mail-order. View the section “What you pay for your Part D prescription drugs” in your Evidence of Coverage for more information.

Q. Can I get over-the-counter medications through mail-order?
A. You can only get covered medications that you have a 90-day supply prescription for and that are listed on your formulary (drug list) as available through mail-order.

Q. What happens if my medication needs to be refrigerated and it’s delivered on a hot day?
A.  For medications that need refrigeration, they are packaged in a cooler that is meant to last for a minimum of two days and generally anywhere from 36 to 66 hours. You also have the option to have it delivered to a local CVS pharmacy and you can pick it up there. Should you receive your medication and it is warm, call CVS Caremark at the number on the back of your member ID card and report the problem. CVS will open a task to reship you a new supply. They will send you a mail tag to return the damaged item. You can also get an emergency 30-day supply at your local pharmacy. But, the pharmacy must call Fallon for an early refill override and explain that it is for an emergency supply due to a mail-order issue.

Q. What happens if I’m on vacation? Can I get it delivered somewhere else?
A. Yes, as long as you call CVS Caremark before you ask for your refill, you can have your prescription mailed to you anywhere in the United States. You can also have it delivered to any CVS pharmacy and you can pick it up there.

Q. What happens if someone steals my medication?
A. If your medication is lost or stolen, you should call CVS Caremark at the number on the back of your member ID card and ask for a refill. You can also get a 30-day supply at your local pharmacy. But, for both situations, the pharmacy must call Fallon for an early refill override and explain that it is due to a lost or stolen medication.

Q. What if I run out of my medication before the next shipment arrives?
A. You can get a 30-day supply at your local pharmacy. But, the pharmacy must call Fallon for an early refill override and explain that it is due to a mail-order delay.

Q. Do I have to pay with a credit card?
A. No, you do not have to pay with a credit card if the charge is less than $250. However, CVS Caremark does require that you have a credit card on file.

Q. What does the package look like? Will my neighbors know that I am getting a box with medications?
A. The package is discreet to maintain confidentiality. It does not mention CVS Caremark.



Call us toll-free at 1-888-340-5504 (TRS 711), 8 a.m.–8 p.m., seven days a week. 

H9001_200086_C | The information on this page was last updated on 10/1/2019.

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