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New Patient FAQs

Do I have to sign a contract?

With ExactCare, there is no long-term commitment. You are not tied to any contract, and you can use our service for as little or as long as you would like.

How much does this cost?

If your prescription insurance requires copayments, you will be responsible for the amount determined by your insurance plan. We don’t charge anything extra for our packaging, home delivery or clinical services.

Where are you located?

We have two pharmacy locations, one in Ohio and one in Texas, to allow us to serve patients nationwide.

How quickly will I get my meds after signing up with ExactCare?

It is different for each patient. The faster we can get new prescriptions from your doctors, the faster we can send your medications! Your personalized start of care plan will outline the path to your first pack. Your pharmacy care team will call you to review this plan following your introductory call and clinical medication review.

I am running out of medications and have not received anything from ExactCare yet. What do I do?

Please contact us at 1-877-355-7225 when you have at least 7 days left of a medication. ExactCare will send you the medication if we have a prescription already on file.

How much does delivery cost?

Delivery is always free.

Will my doctor approve of me getting my medications through ExactCare?

Many doctors encourage the use of ExactCare because our service helps their patients take their medication properly.

Can I make a payment online?

Yes, you can make one-time payments using the ExactCare website. Click on the “Make a Payment” button at the top of the webpage. Please note that personal information entered in the online form will not be saved. You can also use MyECP, our secure web portal and app. This option allows you to save your credit card or checking account information for future payments.

How do I know I will get my medications on time?

Your medications should be delivered on a regular schedule. You can track your delivery and sign up for shipping notifications through MyECP, a secure web portal and mobile app that provides direct access to your account information.

Where do you get your medications?

We work with wholesalers who are based in the United States.

What are my delivery options?

Our delivery methods include USPS regular and priority mail; FedEx and UPS. In order for patients to receive their medications quickly and on time, ExactCare chooses the optimal delivery method for each patient. If a patient’s situation requires a specific delivery method, ExactCare can discuss these needs with the patient and identify an appropriate solution to help ensure successful on-time delivery.

Does getting my medications through ExactCare change my insurance or doctors?

No, you will only be changing your pharmacy. You will continue to use the insurance plan and doctors of your choice.

Do I have to have my pills packaged in the ExactPack?

No, we can customize the packaging so you can have some or all of your pills in bottles. Let us know what you want, and we will work to make it happen.

Do you take my insurance?

ExactCare accepts most major insurance plans, including Medicare Part D, Medicaid and private-pay insurance. We bill your insurance company directly, making the process as easy as possible for you.

Can you provide a 90-day supply of medication?

We provide 30-day supplies using the ExactPack packaging. Most states have laws that limit packaged medications to a 30- or 31-day supply, which prevents us from packaging 90-day supplies in the ExactPack. If covered by insurance, we can provide 60- or 90-day supplies in vials.

Can you provide diabetic supplies?

ExactCare does dispense insulin and can provide other diabetic supplies. Patients with traditional/straight Medicare will need to go through a Medicare-approved company for diabetic supplies to obtain coverage benefits.

How are medication changes handled?

Medication changes are handled on a case-by-case basis. Our pharmacists will work with your doctor to determine the best solution. We may deliver a small supply of pills in a vial to hold you over until your next regular delivery. Your pharmacy care team will review any changes in how to take your medications with you or someone who helps you with your medications.

Will my introductory appointment take place in person or over the phone?

To keep our staff and patients safer during the COVID-19 pandemic, all reviews will be conducted over the phone until further notice.

Who will conduct my introductory appointment?

You will meet with an ExactCare clinical liaison, who could be a certified pharmacy technicians, social workers, nurses or other trained staff.

What happens during my introductory appointment?

A clinical liaison will work with you or a caregiver to gather your medical information, including doctor and prescription insurance information. They will go over all the benefits of using ExactCare, explain the process for switching pharmacies, and will answer any questions you may have.

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