Frequently Asked Questions

The patient will need the following items on file to start their first order:

1) An enrollment including the submission of payment information
(to enroll click here and select the program)

2) A valid prescription
New prescriptions can be sent by the patient's physician via ePrescribe, fax or phone:

ePrescribe
Name: Eagle Pharmacy
Location: Lakeland, FL 33810
NCPDP: 5711975
NPI: 1487905840

Fax
(877) 283-9171

Phone
(855) 748-2663

New prescriptions can be mailed by the patient to Eagle Pharmacy:
Eagle Pharmacy
P.O. Box 90937
Lakeland, FL 33804

In accordance with the Board of Pharmacy, only the physician/physician's office may ePrescribe, fax or phone a prescription.

If the prescriber indicated more than one drug on a prescription, the patient will be responsible to pay the necessary co-payment for each drug dispensed.

Please note: Eagle Pharmacy will fill medications once received unless noted to hold/profile by the patient or prescriber.

The patient’s doctor may ePrescribe, fax, or phone a prescription order directly to Eagle Pharmacy. In accordance with the Board of Pharmacy, only a physician/physician’s office may fax or phone in a prescription. Patients may not fax, email, or phone in prescriptions.

Yes. Eagle Pharmacy will use the information provided in the patient’s enrollment to obtain
a new prescription(s).

For prescriptions that have expired or have no remaining refills, Eagle Pharmacy will reach out to the patient’s physician for a new prescription. To expedite this process, patients should ask their doctor to
send the prescription to Eagle Pharmacy using one of these methods:

ePrescribe
Name: Eagle Pharmacy
Location: Lakeland, FL 33810
NCPDP: 5711975
NPI: 1487905840

Fax
(877) 283-9171

Phone
(855) 748-2663

Eagle Pharmacy recommends allowing two weeks from the time an order is placed with Eagle Pharmacy to the time the medication is received by the patient. While most medications are shipped within 48 hours from the time the medication order is received, this time-frame allows for shipping time as well as any unforeseen issues that may arise with the medication order.

For medication programs where a patient’s insurance is used and requires a prior authorization, Eagle Pharmacy will work with their physician and insurance company to get the authorization.  As soon as the approval is received, Eagle pharmacy will fill the medication order using the patient’s prescription insurance coverage. If the request is denied, Eagle Pharmacy will contact the patient with alternative ways to fulfill their medication.

Yes. If Eagle Pharmacy receives a new prescription either from a patient or a prescriber, it is assumed that the medication is needed and will be filled unless the patient or prescriber notes that they want the medication held/profiled until requested at a later time. The profile/hold note needs to be made on the front of the prescription provided to Eagle Pharmacy. (That note to profile/hold can be written on the front of the prescription by either the doctor or the patient.)

Eagle Pharmacy offers an optional automated refill service that will automatically ship medication refills to patients. A patient must elect to use this service and can opt out at any time by speaking with a Patient Support Services representative. Patients are responsible for all shipments and co-payments while enrolled in this service. Click here to request a refill and opt into automated refills.

1) Refills can be requested by logging onto www.EaglePharmacy.com. If the patient has registered at the Eagle Pharmacy patient website, they may log on to view their prescriptions and order refills from their personal home page without having to enter a previous Rx number from the pharmacy.

2) Patients can click on REFILL YOUR PRESCRIPTION at www.EaglePharmacy.com to refill without logging into the Eagle Pharmacy patient website.

3) If the patient has not yet placed a refill when due, Eagle Pharmacy will send a reminder email with a link to start the refill order. To ensure future communications are received, patient will need to add notifications@eaglepharmacy.com to their address book.

4) The patient may call Patient Support Services at (855) 748-2663.

1) Patients can check the status by logging onto www.EaglePharmacy.com. If the patient has registered at the Eagle Pharmacy patient website, they may log on to view their prescriptions and order refills from their personal home page without having to enter a previous Rx number from the pharmacy.

2) Eagle Pharmacy will send email notification to advise patients of their medication order status including order issues and shipment notifications. To ensure future communications are received, patient will need to add notifications@EaglePharmacy.com and do-not-reply@EaglePharmacy.com to their address book.

3) The patient may call Patient Support Services at (855) 748-2663.

Eagle Pharmacy recommends allowing two weeks from the time an order is placed or mailed into Eagle Pharmacy to the time the medication is received by the patient. In some instances, a short days’ supply through a local retail pharmacy may be permitted by the patient’s health plan. The patient will need to contact their prescriber to request a prescription at their local retail pharmacy if a prescription is not currently on file.

No. The completed form is required the first time a patient orders a medication. Patients should contact Eagle Pharmacy to notify of any changes in personal medical information.

Once the enrollment form has been completed, the patient will be sent a confirmation email which will provide information on how to sign up on the patient website.  Existing patients can log onto www.EaglePharmacy.com and follow the registration steps. Once a patient has registered at the Eagle Pharmacy patient website, they may log on to view their medications and order refills from their personal home page without having to enter a previous Rx number from the pharmacy.

Eagle Pharmacy partners with manufacturers and pharmaceutical companies to bring patients cost effective medications directly to their doorstep. Patients can visit www.EaglePharmacy.com to learn more about other programs that may be available.

Eagle Pharmacy needs to know your medications and allergies so that we can ensure none of the medications we are sending you have a possible interaction with your current medications or allergies.

1) Patients can check the status by logging onto www.EaglePharmacy.com. If the patient has registered at the Eagle Pharmacy patient website, they may log on to view their medications and order refills from their personal home page without having to enter a previous Rx number from the pharmacy.

2) Reminder notifications are sent to patients who have remaining refills. Patients enrolled in the Auto Refill program will receive an email to advise their medication order is preparing to ship.

3) When patients call in for questions, concerns or counseling, Eagle Pharmacy Patient Support Services representatives will offer to place a refill order or will notify the patient of the date they should place their order to avoid running out of their medication.

Eagle Pharmacy uses an automated out bound notification system that contacts patients regarding order issues. The method of notification is based on what the patient has selected as their preferred means of communication. These issues include but are not limited to: claim rejections, eligibility issues, credit card issues, and high copay cost. Since patients are requested to call Eagle Pharmacy back for detailed information, patients can be assured they are speaking with an Eagle Pharmacy representative and that patient confidential information is secured.

Yes, patients are notified when their co-payment is in excess of $200 (subject to change) per prescription (total order may exceed $200 without notification if each prescription is less than $200) before shipment is made to the patient. Prescriptions are held until the patient approves this billing.

Eagle Pharmacy will contact the patient when a drug is out of stock or is temporarily unavailable from the manufacturer by email or phone. To ensure communications are received, patients will need to add notifications@EaglePharmacy.com and do-not-reply@EaglePharmacy.com to their address book. Eagle Pharmacy will work with the patient to find a solution that will best accommodate their need.

Eagle Pharmacy will request clarification from the prescriber if any information is missing or inaccurate. If the prescriber cannot be reached within one business day, email or phone outreach will occur to the patient. When a prescriber cannot be contacted, by law Eagle Pharmacy cannot dispense the medication until the missing information is resolved; the prescription will be held until clarification with the prescriber can be made.

Yes. Pharmacists are available for consultation or patient call back regarding medications during pharmacy operating hours, Monday through Friday, 8:00 AM – 5:00 PM ET. Patients may call (855)748-2663 to ask to speak to a pharmacist. If a pharmacist is not available at the time of the call, patients may leave a message and expect a return call with in 1 hour during pharmacy operating hours. Pharmacists are available for emergency issues on Saturday 9 AM – 4 PM ET.

Eagle Pharmacy recommends that patients carefully check their order upon receipt. Any discrepancies need to be reported immediately and within no more than 14 days of receipt of the order by calling Eagle Pharmacy and speaking with a Patient Support Services representative.

Patients or prescribers may request a brand medication by noting this on the prescription, or if branded products are requested for all medications, the patient may request brand name medications(s) by checking the brand preference box on the Enrollment Form.

No. Legally, Eagle Pharmacy cannot change the dose or the medication. The medication must be filled as the prescriber noted on the prescription.

Patients can call our Patient Support Services team to request a different quantity of medication to be dispensed. Eagle Pharmacy will dispense the requested quantity in accordance with state laws.

Most medications are shipped using US Mail as standard unless special handling is required.

No, a medication order cannot be cancelled.

Yes. Eagle Pharmacy offers expedited delivery of prescription services at an additional cost, paid by the patient. Shipping options include USPS priority mail, UPS second day, and UPS next day shipping. UPS delivery requires a physical shipping address and will not ship to P.O. Boxes.

Eagle Pharmacy ships all medications according to the manufacturer guidelines at no additional cost. Medications classified as controlled substances or that are unusually expensive may be shipped with additional carrier services, such as signature required, at no additional charge. Medications that require refrigeration are shipped in a cooler on ice at no additional charge.

If all the medications in the order can be filled within 48 hours, they will be shipped together. If the medications cannot all be filled within 48 hours, the medications will be split, and those that can be filled immediately will be shipped. The remaining medications will be tracked and dispensed as soon as they are eligible to be filled.

If a medication is lost or damaged in the shipping process, please report the incident to Eagle Pharmacy within 14 days of expected delivery.  Lost and damaged shipments are investigated and evaluated on a case by case basis. Most of the time, a medication reported as lost will arrive to the correct address. In the rare instance that it does not,  a replacement order for the medication may be shipped.

Eagle Pharmacy's dispensing system is based on a system of checks-and-balances. There are always at least two pharmacists that review a new prescription before it is dispensed and one pharmacist on medication refills. Additional quality assurance is provided in the shipping process virtually eliminating errors throughout the dispensing process.

Yes, Eagle Pharmacy uses RSA 2048 bit encryption on all pages that contain confidential information.

Eagle Pharmacy only purchases medications from manufacturers and wholesalers that are licensed and approved by the FDA to conduct business and distribute medications in the United States.

Absolutely. Eagle Pharmacy complies with patient privacy regulations and requirements set by the Health Insurance Portability and Accountability Act (HIPAA). Eagle Pharmacy provides training and strict monitoring in service to safeguard our patient’s confidential information. Eagle Pharmacy adheres to the HIPAA standards in all aspects of our business from web security to physical access into the Eagle Pharmacy building.

To protect Protected Health Information (PHI), a patient must provide authorization to Eagle Pharmacy for another person to contact Eagle Pharmacy on their behalf to discuss their personal health information including medications. Protected Health Information Authorization Form is available at www.EaglePharmacy.com or can be provided by our Patient Support Services representative. Completion of this form is required to allow Eagle Pharmacy to share PHI with the party noted on the form.

Protected Health Information (PHI): PHI is individually identifiable health information that is transmitted by, or maintained in, electronic media or any other form or medium. This information must relate to 1) the past, present, or future physical or mental health, or condition of an individual; 2) provision of health care to an individual; or 3) payment for the provision of health care to an individual. If the information identifies or provides a reasonable basis to believe it can be used to identify an individual, it is considered individually identifiable health information. Part II, 45 CFR 164.501.

No. Eagle Pharmacy does not share or sell patient information with any third parties and conducts business practices specific to patient health information in accordance with HIPAA regulations.

Eagle Pharmacy accepts credit and debit cards in the name of VISA, MasterCard, American Express, and Discover as approved forms of payment. Eagle Pharmacy also accepts FSA and HSA as approved forms of payment. Cash, Checks, and Money Orders are NOT accepted.

Patients can update their payment information by logging onto www.EaglePharmacy.com or by calling Patient Support Services toll free at (855) 748-2663.

Patients must provide an approved form of payment at time of enrollment, and payment is collected prior to the medication order being shipped.

Yes.  However, Eagle Pharmacy recommends obtaining a new prescription from the prescriber. Eagle Pharmacy will make an attempt to obtain a new prescription from another pharmacy on the patient’s behalf when requested by the patient.