Getting Started with ExactCare: Your Questions Answered
Switching to a new pharmacy can feel overwhelming. You may also have a lot of questions. That is completely normal. We are here to help.
ExactCare is here to make things easier for you. We package your medications pre-sorted by day and time. We also work with your doctors so you don’t have to handle refills on your own.
Below are some common questions people may ask when switching to ExactCare.
Why did some of my medications come in bottles instead of my ExactPack?
It is normal to receive some medications in bottles from ExactCare as you get started.
This happens as we work to align your refill dates so that all your medications can be sent together each month. This is part of a process we follow called med sync. Med sync is short for medication synchronization.
The time it takes to align refill dates is different for everyone. It can depend on things like how many prescriptions you have and when you last refilled them. It is also important to know that some medications may have less than a 30-day supply during the med sync process.
We will send your ExactPack every month at the same time once your refill dates are lined up.
I’m worried I may run out of medications before my next order arrives. What should I do?
Call ExactCare right away at 1-877-355-7225. Our team will help find a solution to get you the medications you need.
Is it safe to have my medications mailed to my home?
Your medications are always shipped in secure and discreet packaging. The box your medication comes in will never say what is inside. This helps keep your information private.
If you receive refrigerated medication, it will come in the same shipping box as your ExactPack. The refrigerated medications will be in a cooler with ice packs to keep them cold during shipping.
It is very important to let us know if you have an upcoming move or are staying somewhere else for a short time. This helps us send your medication to the right place.
You can update your shipping and billing address in your online account. You can also call ExactCare at 1-877-355-7225 to update your address.
Do I need to tell my doctors I have a new pharmacy?
Yes, it is helpful to tell your doctors that ExactCare is your new pharmacy. This helps us get your prescriptions.
You can show this flyer to your doctor at your next appointment. It has all the information your doctor needs to send us your prescription information.
How do I contact you with questions?
You can call ExactCare with your medication questions at 1-877-355-7225. We are available:
- Monday – Friday from 7 a.m. to 9 p.m. Eastern
- Saturday – Sunday from 9 a.m. to 5:30 p.m. Eastern
You can leave a voicemail for our 24/7 on-call pharmacist if you have an urgent need outside of these hours.
Sometimes we need to call you with updates about your medications or questions we need answered before we can send your next delivery. It is important that we can reach you.
Make it easier to see when we are calling by saving our contact information on your cell phone. Tap here on your cell phone.
Can you notify me when you ship my medications?
We have easy ways for you to receive notifications about your medication shipments.
- Use your online account.
Get started in your online account to receive emails or push notifications from the mobile app.
- Get delivery updates by text.
Learn how to sign up for text messages here.
How will I be billed for my medications?
ExactCare will send you one monthly bill for your prescription medication copayments and any non-prescription medications not covered by your insurance.
The amount you owe is decided by your health insurance plan. You should contact your health insurance provider with any questions regarding your plan coverage.
ExactCare provides you with medication packaging, delivery, and clinical services at no extra cost.
You can visit our Payments & Billing webpage to see your payment options and find answers to common payment questions.
Always call us at 1-877-355-7225 if you have questions about your bill.
