Pharmacy

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Q: Why do I need to provide personal information?
A: Your personal identifying information, such as your date of birth, is only used to confirm your identity and to make sure that the person requesting access is really you. This process helps to ensure that unauthorized individuals do not have access to your pharmacy records online.
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Q: Where did Walgreens get my personal information?
A: The information for the online verification process is obtained from the same institutions that banks, credit card companies and other organizations use for identity confirmation. The verification questions ensure that your information is released to you, alone. The information is used for verification purposes only and will not be saved or stored for reference on your account.
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Q: What does Verification in Progress mean?
A: If you see this message, it means that a Walgreens.com representative is working on matching the information you submitted online with your pharmacy account. You will receive an email once this process is complete. If you do not receive an email within 3 hours of your request, call Customer Service toll-free, at 1-877-250-5823.
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Q: I need to complete my verification later. Can I still order a refill online?
A: Yes, you can still order a prescription refill using Express Refills if you need to complete your verification later. Just make sure you have the prescription number you wish to refill before using Express Refills.
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Q: What if I am unable to answer the online verification questions?
A: Our system will provide a link to phone verification first, where you can try to verify again. If you have reached the maximum number of attempts, you will be prompted to verify by another verification option.
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Q: What do you mean by confirm your identity, verify your identity and authentication?
A: These are terms used to describe the process of determining that the person requesting access is really you. It is our intent to conduct our business operations in a matter that protects our customers' confidential information and permits them to feel secure that we will do so.
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Q: Will the information I provide be sent or sold to other companies?
A: No. The information that you provide will be used for authentication purposes only. It will be used to verify your identity and will not be given nor sold to any other company.
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Q: How do I get more information about privacy at Walgreens?
A: Please review our Notice of Privacy Practices.
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Q: I am getting messages about activating my pharmacy account. What can I do about account activation-related issues?
A: Please call Customer Service toll-free, at 1-877-250-5823.
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Q: How can I update my health information?
A: Follow the link Update Health History to go to the Confidential Health History page.

NOTE: If you have already completed your full online pharmacy registration, you will be prompted to sign in. If you do not have an online pharmacy registration, you will be prompted to Create a Pharmacy Registration.

You can add or update medications, health conditions, allergies, request easy-open caps on your prescription bottles and prescription label language.
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Q: What if I want to pick up my prescriptions at a different location than the one I normally use?
A: After your prescription(s) or refill(s) are in your Shopping Cart, click on the bright blue Checkout button. You will be taken to the Choose Pickup or Shipping page. Under this title, you will see your Preferred Store for Pickup information. Under your selected store's pharmacy hours, you will see a bright blue Change Store link. Select this link to go to the Store Locator page. Here you can Find a Walgreens near you by City, State or Zip Code, Near street address or by store features such as Drive-thru Pharmacy or Open 24 Hours. Make your selections and select the bright blue Find a Store button at the bottom of the right navigation column. The next page will display all the Walgreens stores near you. Select Pick Up Here to make your store change. Choose a pickup date and pickup time and click on the bright blue Continue with Pickup button. Your new checkout page will reflect your store change. If you need to make another change, there is a Change Store link on the left navigation column under your selected store's address. When you are done, click on the bright blue Submit button at the bottom of the right navigation column.
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Prescription History and Records 

Parent/Guardian Information 

Q: How do I set up pharmacy accounts for my kids?
A: There are different options for minors depending on their age and needs. Follow Family Prescriptions Chart to get started.
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Q: My child is about to turn 18. What does that mean for prescription management?
A: Parents or guardians may no longer access their child's records once the child turns 18. The new adult can allow permission for a Family administrator to manage their account by accepting a new invitation from the administrator. New adults whose parent or legal guardian have previously linked their name to a Family Prescriptions account and managed their account may, upon turning 18, elect to have the same parent or guardian continue to manage the account. If an 18-year-old denies access to a parent or guardian, access to his/her records will be denied. Please note that if a minor remains a beneficiary of a parent's or legal guardian's health insurance policy, he or she should check with their insurer before making any change. To link a new adult, follow the directions to invite an adult in the Family Prescriptions Section.
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Pharmacy Insurance and Payments

Q: How do I update my insurance information?
A: To update and verify your insurance information, contact your local Walgreens pharmacy.
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Q: What insurance plans does Walgreens accept?
A: Walgreens is a provider for most major prescription plans as well as hundreds of local, regional, and specialty plans, including several Health Maintenance Organizations (HMOs) and Pharmacy Benefit Managers (PBMs). Our network of health plans is extensive, and we are constantly adding more plans.

Please refer to your local Walgreens pharmacy to check if your prescription insurance plan is accepted.
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Q: What if Walgreens does not recognize my health insurance?
A: Please provide us with all prescription plan information. If for some reason we are unable to verify your coverage or unable to bill your insurance, we will contact you by email or phone. If you have chosen to have your prescription shipped to you, your credit card will not be charged until your order is shipped. If your insurance company does not cover your prescription, or if Walgreens does not participate in your plan at this time, you always have the option of paying the full price of the prescription. The full price of any prescription not covered by insurance will be displayed at checkout. You will be provided with a detailed receipt, including prescription information that you can forward to your insurance company for reimbursement. For full price prescriptions, Walgreens Prescription Savings Club can help offset these costs.
Help: Prescription Savings Club.
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Q: Does Walgreens service Express Scripts insurance plans?
A: As of September 15, 2012, Walgreens again serves patients as an in-network provider in employer-provided pharmacy plans that Express Scripts administers. Express Scripts members who currently have access to Walgreens locations will continue to do so. Walgreens and Express Scripts will work together to ensure a smooth transition for those plan sponsors who will want to include Walgreens pharmacies in their network. As of Sept. 15, Express Scripts members can log in to www.express-scripts.com to see the pharmacy options that will be available to them.
Walgreens Newsroom: Express Scripts and Walgreens Announce New Pharmacy Network Agreement
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Q: I just received a letter from Walgreens that says I have an outstanding pharmacy balance. Can I pay my balance online?
A: Sure. Follow the link Your Account to go to your Account Home page. Hover over the Pharmacy & Health tab and select Pharmacy Account Balance from the drop down menu. Locate the Account Balance box and select the blue Make a payment link to pay with your registered credit or debit card.
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Q: Why was my balance payment rejected?
A: You will receive an error message at the top of the page telling you why the payment was rejected. Possible reasons include: your card is expired or the account limit was exceeded.
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Q: How will I know if my balance payment was received or posted?
A: A payment confirmation message will be displayed on the screen. You can also View recent transactions on your Pharmacy Account Balance page.
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Q: How can I update my credit card information?
A: To update your credit card information:
1. Follow the link Your Account to go to your Account Home page.
2. Hover over the Settings tab and select Personal Information from the drop down menu.
3. In the box labeled Billing Information, click Edit.
4. Enter or edit your credit card information and billing address. Be sure the "Save credit card information to 'My Pharmacy Account'" box is checked if you would like to use your credit or debit card to pay your pharmacy account balance.
5. Click Save Changes. You'll see a confirmation in the Billing Information box that says "Changes to your billing information were successfully saved."
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Q: If I update my credit card information in this area, will it be updated throughout the website?
A: Yes, your card information will be updated throughout the website so it can be applied to all your Walgreens.com shopping.
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Prescription Savings Club 

Q: What is the Prescription Savings Club?
A: Joining Walgreens Prescription Savings Club can provide significant savings on more than 8,000 brand name and generic medications, with over 700 generics specially priced and offered under a three-tier structure:

• Tier 1      $5 for a 30-day supply    $10 for a 90-day supply
• Tier 2    $10 for a 30-day supply    $20 for a 90-day supply
• Tier 3    $15 for a 30-day supply    $30 for a 90-day supply

Offers customers a 10% bonus on their purchases of any Walgreens brand, Wbrand and Nice! products, including all in-store Photofinishing services. This bonus will be available for use on their next purchase by swiping their card on the pin pad during the transaction.

You can join online or at your local store. Select Prescription Savings Club for enrollment and eligibility information.

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Q: What drugs are included under Walgreens Prescription Savings Club?
A: Browse Prescription Savings Club for a list of eligible medications including over 700 generics, plus an overview of the complete program.

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Prescription Fulfillment Policy 

Q: What is Walgreens Prescription Fulfillment Policy?
A: Once you have registered online, Walgreens makes it simple and secure to order prescriptions, wherever you are, whatever the time. You can order a new prescription, refill an existing Walgreens prescription, or transfer a prescription from a different pharmacy. You may choose to have your order shipped FREE with standard shipping, or select the Walgreens location where you will pick it up.

To check your order status: Follow the link Your Account to go to your Account Home page. Hover over the Orders & Activity tab and select Order Status & History from the drop down menu. If you have your order number, you can enter it at the top of the page and click on the bright blue Find Order button for your order details. You can also see the status of your Recent Shipped Prescriptions, your Recent Online Store order or Photo orders on the charts below. Under the Order Number column, click on the bright blue order number to go to the Shipped Prescriptions Details or Online Store Order Details page.
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Q: How does Walgreens verify new prescriptions?
A: Walgreens will contact your physician:

• When filling a new prescription order
• If your records show you are out of refills
• If any additional information is needed.

If your doctor requests that a pharmacist phone him/her for your new prescription, and has not provided you with a written prescription, please fill out this Prescription Form. Please do not use this form if your doctor has provided you with a written prescription. Your doctor may not authorize a prescription over the phone if he has already written one out. Instead, please bring the written prescription order to your local Walgreens to be filled if you'd like to pick it up. Our pharmacists will use the information you provide to contact your doctor for authorization to fill your prescription. You may have your prescription shipped to you, or you may pick it up at your local Walgreens.

You also can have this prescription shipped to you by mailing us the written prescription from your doctor along with this printable Walgreens.com Prescription Order Form. We will contact your physician if any additional information is needed.
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Q: How does Walgreens verify transferred prescriptions?
A: When you fill out the Transfer Prescription Form, we use the information you provide to contact your current non-Walgreens pharmacy about transferring your prescription to Walgreens.
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Q: How does Walgreens verify contact lens prescriptions?
A: Once you have sent your Contact Lens order, Walgreens will contact your prescriber:

• When filling a new contact lens prescription order
• If your records show your contact lens prescription has expired
• If any additional information is needed.

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Auto Refills

Q: What is Auto Refill?
A: With a one-time set up, your prescription(s) will refill automatically as often as you select, eliminating the need to place a refill order for your medication. After order(s) are sent, you will be notified by email twice: when the prescription is processing and when the prescription is ready.
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Q: How do I set up my prescriptions for Auto Refill?
A: Once you have set up your Pharmacy Registration, you will be able to set up Auto Refills for your prescription(s):

1. 1. Select the Pharmacy & Health tab under the Walgreens logo at the top of any page. You will be taken to the Pharmacy Home page. Click the Auto Refills link in the left column. Then, click the blue Set Up Auto Refills button.
   2. Next, you will see the Set Up Auto Refill Prescriptions page with a list of prescriptions Eligible for Auto Refill and Current Auto Refill Prescriptions. You can view them by Last Sold Date, Prescription, Prescription Number, Next Fill Date (as determined by your healthcare provider's instructions), Refills, Prescriber and Patient. Go to the Select column and click on the box to the left of the prescription(s) you want on auto refill. When you are done, click on the red Continue at the bottom of the page. You will then be taken to the Delivery Options for Auto Refill page. Here, you can choose your delivery options.
   3. Choose your delivery option: Ship to Me or Pick Up in Store. Store locations can be changed at any time with the bright blue Find a Store link displayed next to the Pick up in Store option. This link will take you to the Store Locator page where you can change your selected store. Moreover, standard shipping for prescriptions is always FREE. Click the red Continue button when your order is complete.
   4. Next, you will see your updated Prescription Auto Refills page with a message at the top of the page in a bright green box: Set Up Complete: You Have Successfully Set Up Auto Refills. You can print out this page for your records or select the red Set Up More Auto Refills button at the bottom of the right navigation column to add more prescriptions to your order.

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Q: Can I change the frequency, date or time of my Auto Refills?
A: Your prescription will refill based upon your healthcare provider's instructions. If you do not take your medication(s) as prescribed, or if your provider has changed your instructions without notifying Walgreens, your Next Fill Date may differ from the date you anticipated. Walgreens is not responsible for insurance issues that may affect your prescriptions. Walgreens reserves the right to remove a prescription from the Auto Refill service due to repeated instances of refills not having been picked up, your insurance provider prohibiting participation in this service, the prescription having been changed or discontinued by the prescriber or other reasons.
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Q: How do I set up Auto Refills for family members?
A: Once you have set up your pharmacy registration and have a linked family account, you will be able to set up auto refill prescriptions for family members. Auto refills can be set up for only one person at a time.

1. 1. Select the Pharmacy & Health tab under the Walgreens logo at the top of any page. You will be taken to the Pharmacy Home page. Then, select the Auto Refills button.
   2. The Current Auto Refills page will automatically show the administrator's page unless you were already in another family member's account. Go to the drop down menu where you can select a family member and all of their prescriptions Eligible for Auto Refill or Current Auto Refill Prescriptions. You can view them by Last Sold Date, Prescription, Prescription Number, Next Fill Date (as determined by your healthcare provider's instructions), Refills, Prescriber and Patient. Go to the Select column and click on the box to the left of the prescriptions(s) you want on auto refill. When you are done, click on Continue at the bottom of the page.
   3. You will be directed to the Delivery Options for Auto Refill page. Here you can choose Ship to me or Pick Up in Store (next to the Find a Store link). Next, you will need to fill out the information on the ExpressPay Credit Card Information page. Click on Save Changes when you are done. 
   4. Next you will see your updated Prescription Auto Refills page with a message at the top of the page in a bright green box: Setup Complete: You have successfully set up Auto Refills. You can print out this page for your records or select the red Set Up More Auto Refills button at the bottom of the right navigation column to add more prescriptions to your order.