What You Need to Know about Home Delivery
from the Express Scripts PharmacySM

We recommend you read all the information below. This will help you get the most benefit out of your home delivery program. Or click on a title to go right to the section that interests you.


  • Set up your "mail order profile"
  • Sending in a new prescription
  • Pending new prescriptions
  • Information needed
  • Your first order
  • Controlled substances


  • Place a refill order
  • Pending refills


  • Order status
  • Overnight/special shipping
  • Drug-specific special shipping


  • Returned prescriptions
  • Medication return policy
  • Damaged orders
  • Incomplete orders
  • Lost orders

You can use home delivery from Express Scripts PharmacySM to fill medications you take regularly for ongoing conditions. The Express Scripts PharmacySM will send a 90-day supply of these "maintenance medications" to your home. Standard delivery is free.

Typically, you should expect to receive your prescription drugs within 14 days from the time that the mail order pharmacy receives the order. If you do not receive your prescription drug(s) within this time, please contact SCAN Health Plan’s Member Services department.

Set up your "mail order profile" 

Express Scripts only needs an Rx from the MD to start the process. Once eligibility begins, members can ask their doctor to electronically send the prescription to the Express Scripts PharmacySM for up to a 90-day supply, plus refills for up to 1 year.

There are 3 ways to set up a mail order profile - which one is easiest for you?

  1. On the web
    • Log on to www.StartHomeDelivery.com
    • Click on the "Register Now" button and follow the directions.
    • Choose which of your medications you want to start on home delivery.
    • Express Scripts will contact your doctor and get a new 90-day prescription.
    • Your prescription will be sent to the address of your choice.
        • Orders that do not require a signature can be shipped to a P.O. Box.
        • Orders that require a signature (including rush shipments, controlled substances, or temperature controlled medications) cannot be shipped to a P.O. Box.
        • Orders cannot be shipped outside of the U.S.
  2. By phone
    • Call Express Scripts at 866-553-4125.
    • 24 hours a day/7 days a week
    • Express Scripts will contact your doctor and get a new 90-day prescription.
    • Your prescription will be sent to the address of your choice.
        • Orders that do not require a signature can be shipped to a P.O. Box.
        • Orders that require a signature (including rush shipments, controlled substances, or temperature controlled medications) cannot be shipped to a P.O. Box.
        • Orders cannot be shipped outside of the U.S.
  3. By mail
    • Fill out a Mail Order Form through VillageHealth Plan or Express Scripts.
    • Mail the Form with a 90-day prescription from your doctor to the address on your form.

      Express Scripts, Inc.
      Mail Pharmacy Service
      P.O. Box 66566
      St. Louis, MO 63166-6566

      To download the Mail Order Form in English click HERE.

      To download the Mail Order Form in Spanish click HERE.

      You will need Adobe Acrobat Reader to view this document.

       Click HERE to get Adobe Acrobat

Sending in a New Prescription 
Once you have set up your mail order profile (see the Getting Started section above), you're ready to start having prescriptions filled. Many members find it easier to have their doctor send their prescriptions to Express Scripts directly. Doctors have several ways to do so. They can:

  • Send it electronically (if your doctor has the required software)
  • Call 1-888-327-9791
  • Fax the prescription to 1-800-837-0959
  • Mail to:

    Express Scripts, Inc.
    Mail Pharmacy Service
    P.O. Box 66566
    St. Louis, MO 63166-6566

    Note: you can also mail prescriptions – but only doctors are allowed to fax or phone prescriptions in to Express Scripts.

Pending New Prescriptions

Information Needed
The following information is needed in order to fill your prescription as quickly and accurately as possible. Some of this information is required by law.

  • Member name
  • Member's VillageHealth ID or date of birth
  • Member's daytime phone number
  • Member's correct address
  • Drug name
  • Drug strength
  • Directions
  • Quantity
  • Days' supply
  • Doctor's name
  • Doctor's DEA number
  • Doctor's address and phone number
  • Doctor's signature

If this information is not on your prescription, Express Scripts will call your doctor to try to get the missing information. This may delay your order. If your doctor cannot be reached or does not respond, Express Scripts will not be able to fill your prescription at all – but they will let you know by mail.

Your First Order
Whenever you have a new prescription filled using Home Delivery, make sure you have a 30-day supply of the medication on hand so you don't run out. It's a good idea to have your doctor write two prescriptions:

  • A 90-day prescription to send to the Express Scripts PharmacySM.
  • A 30-day prescription to take to your local pharmacy.

It takes approximately 14 days from the time Express Scripts PharmacySM receives your New prescription until it arrives at your home.

If you are new to Express Scripts PharmacySM and your physician has faxed in or called in your new prescription, Express Scripts PharmacySM  Home Delivery is required to get your consent for processing your prescription. Express Scripts will make outbound calls and it is important for you to respond as quickly as possible so you don’t experience delays with your order.

Controlled Substances
The Drug Enforcement Agency (DEA) classifies some medications as controlled substances. The Express Scripts PharmacySM can fill prescriptions for these medications, but there are strict laws around doing so. Ask your doctor if 90-day supplies of these medications are legal in your state – and if a 90-day supply is appropriate for you. Please note that a delivery signature is required for all controlled substances.

Place a Refill Order
Order your refills when you still have 30 days of medications on hand. That way you won't run out should there be any sort of delay. You can refill your prescriptions one of 3 ways:

  • On the web
  • By phone
    • Call the Express Scripts PharmacySM at (866) 553-4125 24 hours a day, 7 days a week to speak to a representative or use our automated system to reorder your prescriptions.
  • By mail
    • Fill out the refill form included with your last order.
    • Let us know which of your medications you would like to reorder.
    • Mail it to the address on your form.

      Express Scripts, Inc.
      Mail Pharmacy Service
      P.O. Box 66566
      St. Louis, MO 61366-6566

      Note: If you do not have any refills left on your prescription, you will need to contact your doctor to have him or her write another prescription.

Automatic Refills – New for 2020

Starting 1/1/2020 Express Scripts PharmacySM offers an automatic refill program to SCAN members. Under this program, Express Scripts PharmacySM will start to process your next refill automatically when their records show you should be close to running out of your drug.

  • You will need to opt-in to the automatic refill program on a drug-by-drug basis, and can opt-out at any time.
  • Express Scripts PharmacySM will make two separate communication outreaches to you prior to shipping the Automatic Refill order. The first communication will occur 25 days prior to the pend release of the order, and the second communication will occur 10 days prior to the pend release.
    • The communication channel is based on your preference (e.g. email, phone, and letter).
    • Each communication will provide: the name of the drug, where you can obtain the cost-share information, approximately when the order will ship, and how you can cancel the order.

To opt-in or opt-out of the automatic refill program, please contact Express Scripts at 1-866-553-4125, 24 hours a day, 7 days a week. TTY users call 711.

Pending Refills
You can refill a prescription when you are down to 30 days or less of your medication. If Express Scripts receives a refill order when you have more than a 30-day supply left, Express Scripts will hold (or "pend") the prescription until it can be filled. They will send you a letter with the date they will refill the order. You can cancel the order if you let Express Scripts know before they start to process your refill.

If the prescription cannot be filled within 90 days, Express Scripts will return the prescription to you, along with an explanation of why the order could not be filled. (If your doctor faxed the prescription, the fax will not be returned to you.)

Orders are shipped from the Express Scripts PharmacySM in a plain plastic, weather-proof envelope.

Standard orders are delivered via the U.S. Postal Service to any domestic U.S. address, including P.O. boxes. Orders that require a signature (like overnight deliveries, medications shipped on ice or controlled substances) cannot be delivered to P.O. boxes.

Note: You are allowed to refill your prescriptions when you have a 30-day supply or less on hand – and Express Scripts strongly recommends you order your refill at the 30-day point. While prescriptions typically arrive 14 days after the Express Scripts PharmacySM receives your order, sometimes there are delays. Having a 30-day supply on hand will help ensure you don't run out before your refill arrives.

Order Status
To find out when the Express Scripts PharmacySM receives and ships your order, sign up for order status alerts. You can choose if you want to be notified by phone or by email. You can sign up for order status alerts:

  1. On the web: www.Express-Scripts.com
  2. By phone: Call 1-866-553-4125 to speak to a Patient Care Advocate.

Overnight/Special Shipping
You can ask to have your medications delivered overnight. This does not change the amount of time needed to process your order, but it will then be sent with an overnight carrier instead of the U.S. Postal Service. For drugs that require special shipping (see "drug-specific special shipping" below), there is no extra shipping charge. If you request overnight delivery for a medication that does not require it, you will pay extra (typically around $21, but this will be confirmed when you order). Please note that all overnight shipments require a signature.

Drug-Specific Special Shipping
Express Scripts works with drug manufacturers and shipping vendors to ensure that the integrity of every medication is maintained during shipping. Express Scripts' packaging and mailing guidelines follow manufacturer recommendations and meet FDA regulations.

Depending on the time of year and where the order is going, insulin orders may be shipped by second day delivery and may also include gel or ice packs. For more information, refer to the Express Scripts insulin shipping policy included with every insulin order.

Temperature Controlled Medications
Medications that need controlled temperature during shipping are packed in a Styrofoam cooler packed with gel or ice packs. The exact type of packaging will depend on the size of the medication and the order.

Returned Prescriptions
There may be times when the Express Scripts PharmacySM cannot fill your prescription. It may be that your coverage has expired, the drug is not covered, you have an outstanding balance, etc. Express Scripts will send the prescription back, along with a letter explaining why the order couldn't be filled and any steps taken by Express Scripts to resolve the situation. If you have any questions about a returned prescription, call Express Scripts at (866) 553-4125.

Medication Return Policy
Starting January 1, 2014, Express scripts implemented a refund policy for all Medicare Part D patients who receive unwanted or unneeded prescriptions without consent at no cost to the member or the Part D plan sponsor. Members can contact Express Scripts customer service at (866) 553-4125 to start the Return Process. Once the member starts the process, the mailer will be sent out within 24 – 48 hours of the request. Once ESI receives the return mailer back, the credit to their mail order account will be issued within 5 days.

Damaged Order
If your order has been damaged during shipment, contact Express Scripts to speak with a Patient Care Technician to determine the next steps.

Incomplete Orders
If you believe you received less medication than you ordered, contact Express Scripts. If this is the case, Express Scripts will send you the amount of medication still owed at no extra charge.

Lost Orders
All packages shipped out of Express Scripts are tracked by the shipping vendor, including those sent by the U.S. Postal Service. If your order has not arrived (or, if you signed up for Order Status Alerts and it hasn’t arrived in the timeframe you were given), call Express Scripts at (866) 553-4125 and a representative will look into it.

If the shipping vendor cannot confirm that your order was delivered, you can ask for a replacement. One of your refills will be used and a copayment will be charged. If you don't have available refills, Express Scripts will contact your physician for a new prescription.

Keep in mind:

  • If your order was shipped via U.S. Postal Service, and the tracking number still shows ‘not delivered’, you can request an early refill between 0-29 days after the original ship date to order your replacement. A copayment will apply.
  • If you request an early refill between 30-45 days, a replacement would be processed at no cost to you if the package tracking is ‘not delivered’.
  • If you receive both your original order and the replacement, then you will be responsible for the cost of both orders.

If the shipping vendor confirms your order was delivered, you can order a replacement, but will not be reimbursed for your original order. Standard orders will be left at your doorstep whether you are home or not, so please keep that in mind when you give Express Scripts a mailing address. If your address is not secure, perhaps you can have your orders delivered to a trusted friend, family member or PO Box. You can also request overnight shipping, but additional charges will apply.

You can pay for your Home Delivery prescriptions one of three ways.

  • Credit Card (preferred). Enter a valid credit card number on your mail order profile (see Getting Started section). Express Scripts accepts VISA, MasterCard, Discover card, or American Express.
  • Check. Mail a check for payment when you place your order to avoid having a balance due.
  • Express Scripts also offers an Extended Payment Program (EPP) that gives you the flexibility to use a credit or debit card to auto-pay for home delivery orders in 3 equal monthly installments with no service fee.

It's easiest and most efficient to pay for your medications when you place your order. However, if your order is under $150, Express Scripts can include an invoice (and convenient return envelope) with your order. It's important to send this payment in promptly. Future orders will not be filled if there is an outstanding balance.

Express Scripts has registered pharmacists available 24 hours a day, 365 days a year. You can talk to an Express Scripts pharmacist just as you would your local pharmacist, with questions about your medications. Note that pharmacists are on the job Monday through Friday, from 5:00 am to 7:00 pm PST (7:00 am to 9:00 pm CST). After hours, the pharmacists are on call, and will return your phone call within 2 hours.

  • Call Express Scripts at 1-866-553-4125 and ask to be transferred to a pharmacist.

To get started with mail order:

24 hours a day/7 days a week

To order refills, to be transferred to a pharmacist, or for general assistance:

24/7 to speak to a representative or use our automated system

TTY users can call:




To place an order or contact Express Scripts by mail:

Express Scripts, Inc.
Mail Pharmacy Service
P.O. Box 66566
St. Louis, MO 63166-6566

Express Scripts contact information for doctors

Phone: (888) 327-9791
Fax: (800) 837-0959