Frequently Asked Questions

Our Customer Service hours are Monday-Friday 8:30 a.m. to 11 p.m. ET and Saturday-Sunday 10 a.m. to 7 p.m. ET. We are closed on holidays. If these FAQ’s don’t answer your questions, please call our Customer Service team at (800) 376-7715.

Patients

Can I pick the time when my delivery will arrive?

We use the same standard delivery windows for all patients. If you’ve submitted your delivery request before 11 a.m., you will receive your delivery after 2 p.m. the same day. Otherwise, your delivery will be dropped off at your door after 2 p.m. the next business day. For example, if you submit your order on Friday after 11 a.m., your prescription will arrive the following Monday after 2 p.m.

Do you deliver on holidays?

We currently do not deliver on holidays, though that may change in the future. For now, your order will arrive on the following first business day after the holiday.

Will my pharmacy pay for the delivery?

Some pharmacies are covering the cost of delivery during the COVID-19 outbreak. We recommend giving your pharmacy a call.

Are you a pharmacy?

We are not a dispensing pharmacy. We are a third-party solution to connect patients and pharmacies with drivers and couriers across the U.S. to bring your medications to you from any pharmacy in the country, both retail and independent. No transferring of prescriptions are required to work with us, you simply request a delivery from your preferred pharmacy.

Will I have to do anything when the delivery driver arrives?

No. ScriptDrop will have collected the delivery fee ahead of time and the driver will leave the package at your door.

What if my medication has a copay?

You must pay the copay ahead of time with your pharmacy. Contact them directly to make sure everything is paid before the driver arrives.

Can I pay the delivery fee in cash?

No. We only accept credit/debit cards at this time.

I decided I don’t want delivery after all. What do I do to cancel?

Please call ScriptDrop to cancel your delivery request at (866) 473-6583. We recommend that you contact your pharmacist to notify them of your changed plans as well. A full refund of your delivery fee will be issued at that time.

I have concerns about privacy.

We make security and privacy a priority. We abide by HIPAA regulations and information security protocols, and only request information that is strictly necessary to arrange delivery. Please refer to ScriptDrop’s Terms of Service and Privacy Policy.

Will I have to sign for my prescription?

At this time we are not collecting signatures upon delivery. Your medication will be delivered and left at your door to ensure no-contact.

How can I check on the status of my delivery?

Please call your pharmacy first to make sure they have received your order and you have taken care of any copays ahead of time. If they have the order and it’s scheduled for delivery, you can call ScriptDrop’s Customer Success team to check on your order’s status at (866) 473-6583 during business hours, Monday-Friday 8:30 a.m. to 11 p.m. or Saturday-Sunday 10 a.m. to 7 p.m.

Can the delivery driver bring me groceries or other items from the pharmacy?

No. The delivery fee only includes medication delivery.

Will the driver be in uniform?

The driver will not show up in a ScriptDrop uniform, since we partner with courier companies rather than employ them ourselves. Drivers are expected to identify themselves as working with ScriptDrop, if asked.

Will I receive a text or phone call notification about my delivery?

ScriptDrop will send a text message with the timeframe of delivery. Right now, we’ve implemented contactless delivery, so you do not need to be present to receive your medication. The driver may call you if they have a question about your delivery address.

How do I get my prescription delivered to my home?

You can request a delivery through ScriptDrop by going to https://patient.scriptdrop.co. Delivery requests can be made from any pharmacy as long as you live within a 5-mile radius.

Pharmacies

How do I pay my invoice?

You will receive your invoice by email. The email will contain all the payment information. If you have a preferred email that is different than what we currently have on file, please contact ar@scriptdrop.co to change it.

Is my account set up for shipping?

If you are currently not set up or questioning whether you have shipping on your account, please contact your Account Manager to discuss if it’s a fit for your pharmacy.

How do I order more tamper-evident packaging for my pharmacy?

If you’re running low or out of tamper-evident packaging for your pharmacy, please contact our Customer Service team at (800) 376-7715.

How do I cancel or move an order delivery date?

This is dependent on what solution your pharmacy is using. Please refer to your documentation provided by ScriptDrop. If you still need assistance, please contact our Customer Service team at (800) 376-7715.

Who can I reach out to if I have questions about an order?

Give our support line a call at (800) 376-7715.

I own/manage a pharmacy and would like to partner with ScriptDrop. How do I get more information?

Email your inquiry to info@scriptdrop.co and a representative will connect you to our pharmacy sales team within 1 business day.

What is my store’s maximum delivery distance?

This will be dependent on agreed-upon terms with each pharmacy. Please refer to your store’s documentation or contact our Customer Service team at (800) 376-7715.

Will my pharmacy always have the same driver for on-demand deliveries?

No, the driver will not always be the same.

Can I request to have the same on-demand driver for all of my pharmacy’s deliveries?

Let us know if you have a preferred driver. ScriptDrop can make sure that person is prioritized for your deliveries. However, we cannot guarantee it will always be that driver.

Can I request to have a driver restricted from servicing my store?

Yes. Contact your Account Manager and we will block the driver if their performance did not meet your expectations.

Do your courier partners collect signatures?

Yes, we require signatures for all deliveries by default. However, we are temporarily not collecting signatures due to COVID-19.

What service levels do you offer?

We offer on-demand, same-day and shipping.

If the patient’s delivery address is different than what the pharmacy has on file, can the pharmacy write the correct address on the bag to have the courier deliver there?

No. Our drivers can only deliver to the address listed on their device. If a pharmacy needs the medication delivered to a different address than what they have on file, they need to update the address. Contact our Customer Service team at (800) 376-7715 if you need assistance.

Couriers

Are ScriptDrop orders routed or on-demand?

ScriptDrop deliveries are same-day routed orders. All ScriptDrop deliveries are released by the pharmacy customer at an identical time each day, which allows dispatchers to route their delivery couriers effectively and efficiently. In order to minimize travel distance and time requirements and maximize the number of deliveries that are completed per hour, all ScriptDrop deliveries will be routed for you automatically.

Which logistics software does ScriptDrop use?

ScriptDrop has created a web-based, pharmacy-delivery-specific dispatching application for use by our delivery partners. This is used to dispatch and track each day’s orders. We also provide a separate web-based delivery application that communicates with this dispatching system, which is used by delivery drivers for all daily pharmacy deliveries.

Does the ScriptDrop logistics software integrate with other logistics software such as e-Courier, CXT, Xcelerator, and others?

We do not integrate with other logistics software. Unlike these typical logistics platforms that handle multiple types of parcel delivery, our system is specifically designed for pharmacy delivery. Because the ScriptDrop solution is designed to work seamlessly among pharmacists, patients, dispatchers, and delivery drivers, all deliveries must be done within our software.

Does the ScriptDrop software route orders?

Yes! Our system provides routing, recording of signatures and POD verification, copay collection, and nearly all features found in legacy logistics systems. Our driver app routes delivery drivers in the most efficient path, starting from the origin pharmacy out to all patient addresses. It also provides routing back to the pharmacy in the event that a medication or copay needs to be returned. The ScriptDrop dispatching portal provides for easy dispatching and real time tracking of all ScriptDrop deliveries.

Can I become a ScriptDrop delivery driver?

ScriptDrop does not directly hire or contract with individual drivers.