1. How can I access DrugSource?

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Call Toll Free: (800) 854-8764

Customer Service Representatives & Pharmacists are available Monday through Friday,

8:30am to 10:00pm Central Time

After Hours Emergency Services / Pharmacists available: (800) 854-8764, option 4


         § Press option 1, to use our touch tone automated system

         § Press option 4, to speak a live customer service representative within moments


Fax: (847) 258-1913


        § Upon receipt of a prescription, DrugSource will process it through your insurance (unless otherwise noted your account)

         § Prescriptions may be faxed by physicians ONLY

         § Physicians are recommended to send a cover sheet with the prescription to identify the office

         § If you are a new patient, please register your information prior to your physician sending in your new prescription.


Mail registration forms and prescriptions to:

DrugSource, Inc.

PO Box 1366

Elk Grove Village, IL 60009-1366


         § Write your name and date of birth on the back of your prescriptions

         § Complete a new patient profile form if your information changes

         § Review prescriptions for accuracy of your information and verify your maintenance prescriptions are written for a 90-day supply


E-Prescribe. Your physician may send in new prescriptions to DrugSource.


If you are a new patient, please register your information prior to your physician sending in your new prescription.

2. What is the turn-around time for my prescription orders?

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Please allow 10 to 14 business days to receive your order. (This time may vary)


3. Can I expedite my prescription order?

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Yes. Standard shipping is at no cost you.

You may request your order to be expedited by a few different ways:

a. UPS Ground - $15.00 extra charge (please allow 2-4 business days for order receipt)

b. UPS 2 Day Air - $25.00 extra charge

c. UPS Next Day Air - $40.00 extra charge

Note: Please allow 1 business day for processing.


4.  How can I refill my prescriptions?

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You can:

a. Complete Section 3 of the patient profile form and mail it in;

b. Call and speak to one of our customer service representatives; or

c. Fax in your refills


5.  What if my prescription is out of refills?

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You can:

a. Call our customer service team and we can contact your physician;

b. Mail in a new written prescription; or

c. Request the doctor to fax or e-prescribe the new prescription to us


6. How can I find out what my medication costs?

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If you are new to DrugSource, you must first register your information with us.

Call us at (800) 854-8764, option 4. Please be prepared to give name of medication, strength and directions in order to receive accurate copayment quote amounts.

You may also contact your benefits provider or insurance company for your plan guidelines, tiered copay structure, out-of-pocket costs, deductibles and co-insurance.


Please note, quotes are valid for the day they are given. Copays, deductibles and co-insurance may change due to your current insurance plan.


7. What if DrugSource processes my prescription and it is rejected by my insurance?

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A DrugSource representative shall reach out to notify you of the rejection by your insurance company. DrugSource shall work with you or provide you with information in resolving the issue. In the event the prescription cannot be filled at DrugSource, we will mail your prescription back to you or hold it on file until a future date designated by you or your insurance.

You may contact your insurance company to inquire about if and where the medication may be covered.

In the event your insurance has specific instructions for the fulfillment of products such as diabetic supplies, specialty products, etc., we must follow these instructions. We shall notify you of any such instructions upon adjudication/rejection of the prescription.

8. What if there is a delay in my order?

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A DrugSource representative shall notify you in the event there is a delay in your order and try to resolve it in the best way possible. Delays include (but are not limited to):

a. Billing issues – credit card update, expiration date, copay increase

b. Product Availability – manufacturer backorder, product discontinued

c. No doctor response – doctor has not responded to our request

d. Shipping delays – weather related, carrier related


9. In the event of an emergency, disaster or delay in receipt of my medications, what are my options?

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Please contact our customer service department to have us further research your issue.

DrugSource shall try to resolve your issue and/or work with your insurance company in the event you do not receive your medications on time, your medications are lost or stolen or a disaster occurs. Your insurance company may suggest for you to fill your prescription locally during the resolution process.

10. Does DrugSource automatically substitute for generic medications (drug substitution)?

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Our Processors shall follow your direction or your physician’s order based on the written prescription. DrugSource representative shall notify you if a generic is now available for your current medication.

You may contact your physician for alternative medications in the event your medication is not covered, in a different copay tier, etc. DrugSource shall follow your physician’s direction and must receive a new prescription for the new medication. DrugSource shall not make any changes to your drug therapy without express permission from you and your physician and accompanying written order.

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11. Can DrugSource transfer my prescriptions from another pharmacy?


Yes. Contact our customer service department to request us to transfer from your old pharmacy. We require the old prescription number, the name of the medication and the name and phone number of the pharmacy to complete the transfer.


   § DrugSource shall only transfer a 90-day supply prescription (unless otherwise designated by plan or insurance company)

   § If you have a 30-day local supply, we can contact your physician and request a 90-day supply prescription

   § We may also transfer a prescription out to another pharmacy. We require the new pharmacy to contact us with the prescription number, name of medication and patient information in order to complete the transfer.


12. What if my medication is recalled by the manufacturer?

If your medication is recalled by the manufacturer, a designated representative shall notify you by phone. A Pharmacist shall provide you with the directions to return the product or how to dispose of the product properly.

If you receive notification by the manufacturer of a drug recall, please contact our customer service immediately.


13. What if I have a reaction to my medication (adverse drug reaction)?


In an emergency, please contact 911 immediately.

Contact our customer service department and request to speak to a Pharmacist who will document your issue, notify the proper chains and move to resolve the issue.


14. How do I report a suspected medication error or concern?

Please contact our customer service department and request to speak to a Supervisor. The Supervisor shall document the issue and it will be reviewed.

You will receive a response with a resolution within 72 hours, depending on the severity of the error/issue.


15. How can I properly dispose of my medications, if needed? 


Please refer to our website section titled: “Need to Dispose of Unused Medication?”.


16. How can I authorize a family member (spouse, power of attorney, etc.) to be able to discuss my personal health information?

Please complete the “Authorization to Release Protected Health Records” under the PDF Forms button, or click here. [link to form]

You may fax the executed form to 847-258-1913 or mail to DrugSource, Inc. PO Box 1366 Elk Grove Village, IL 60009.


17. How can I protect my personal health information and credit card data online?

When in communication with DrugSource, please do not include any personal health information in unsecured emails. You may use our Contact Us email page to send a secure email. When utilizing our patient portal to refill, update information, request prescriptions, etc. please be aware that your information is being securely entered, which is the purpose of password, refill number and date of birth verification.

DrugSource representatives are also required to ask who you are and verify with other individual identifying information when in communication. We also ask that you complete an Authorization to Release Protected Health Records form if you wish us to speak or communicate with a person other than yourself about your medications, etc. Please see number 20.

Incorporating a few practices into your daily routine can help keep your cards and account numbers safe. For example, keep a record of your account numbers, their expiration dates and the phone number to report fraud for each company in a secure place. Don’t lend your card to anyone — even your kids or roommates — and don’t leave your cards, receipts, or statements around your home or office. When you no longer need them, shred them before throwing them away.

Other fraud protection practices include:

-  Don’t give your account number to anyone on the phone unless you’ve made the call to a company you know to be reputable. If you’ve never done business with them before, do an online search first for reviews or complaints.
-  Carry your cards separately from your wallet. It can minimize your losses if someone steals your wallet or purse. And carry only the card you need for that outing.
- During a transaction, keep your eye on your card. Make sure you get it back before you walk away.
- Never sign a blank receipt. Draw a line through any blank spaces above the total. 
- Save your receipts to compare with your statement.
- Open your bills promptly — or check them online often — and reconcile them with the purchases you’ve made.
- Report any questionable charges to the card issuer. 
- Notify your card issuer if your address changes or if you will be traveling.
- Don’t write your account number on the outside of an envelope.

Other Data defense tools:

· Use strong password on accounts. Let a password manager help you.
· Know what an attack might look like on the systems you use
· Use updated anti-virus and malware protection on your devices
· Be aware of imposters on the phone
· Don’t open any suspicious email attachments or emails
· Don’t download unknown software on your devices

You may also easily submit information about potential vulnerabilities and bugs through our secure email Portal (Contact Us page) or by calling and speaking to the Chief Privacy Officer at 800/854-8764.



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