Mail Order Pharmacy

An easy way to get medications you fill regularly

Most prescription drugs are available through our preferred mail order pharmacy, Aetna Rx Home Delivery®. Filling your prescriptions by mail is convenient. Your drugs are delivered to your door or anywhere else you choose. And you can get up to a 90-day supply for most medications. The cost of filling your prescription can differ between mail order and retail. If you have questions about your costs or coverage, call us at the number on your member ID card.

Prescription drugs that you may get through any other mail order services are out of network. Please see your Evidence of Coverage for out-of-network coverage information.

Getting started

You’ll need to let us know how you’re going to pay when you order. That way you can avoid processing delays. We’ll need to charge your credit card, debit card, health savings account or flexible spending account.

How do I enroll in mail order?
(collapsed): See if your medication is available through mail order
Your drug is available through mail order if there is an “MO” in the “requirements/notes” column in our list of covered drugs (formulary).
Search for your medication

2. Sign up for mail service on our secure member website

Sign up online

To sign up without logging in, fill out this form:

Home Delivery Sign Up Form

3. Then mail it to:

Aetna Rx Home Delivery
PO Box 417019
Kansas City, MO 64179-9892

Or, you can call the number on your ID card 24 hours a day, 7 days a week, to enroll.
What happens after an order is placed?
(collapsed): If it’s your first order:

We’ll call to get your approval before we fill the order. You’ll also need to provide payment or place a credit card on file.

If it’s a refill:

You can order it yourself online, by mail or by phone

You can give us approval any time to automatically ship refills before your medication runs out

If your doctor gave us the prescription:

We’ll call you for approval to fill it. If you used mail order in the last 12 months, we can ship the automatic refill without contacting you.

Please note that some drugs:

Can’t be filled for a 90-day supply, such as specialty tier drugs

Can’t be handled through the mail-order service due to state and federal law. They must be picked up at a retail pharmacy.
How long does it take for delivery?
(collapsed): Often mail order drugs arrive within 7 to 14 days after you submit your order.

Some prescriptions require you to sign for the delivery. Call Member Services if you have questions about drugs that require special handling and signatures.

You can call the number on your ID card if you don't get your mail-order drugs within this time. You can also sign-up for automated mail-order delivery.
What if my order is late?
(collapsed): Call Member Services at the number on your ID card to find out how to get an emergency supply. Here are a few reasons why there could be a delay with your order.

Your medication is out of stock. We’ll call you to let you know.

Your delivery could be slowed by severe weather. Call us to discuss other options.

Your medication needs a Prior Authorization. We’ll contact your doctor to request prior approval. If we don’t receive Prior Authorization, we’ll place the order on hold. We’ll send you a letter so you can follow up with your doctor.

Your doctor sent a new prescription. We’ll place the prescription on hold until we can reach you for approval.
Filling up to a 90-day supply
(collapsed): Our plan’s mail order service lets you order up to a 90-day supply. Retail pharmacies can also fill up to a 90-day supply.

Find a pharmacy >
How do I stop automatic prescription delivery?
(collapsed): If, at any time, you no longer wish to automatically receive your prescription orders, call Member Services at the number on your ID card.
Other mail order questions (collapsed): Is Aetna Rx Home Delivery the only way I can get prescriptions mailed to me?

You can use other mail order pharmacies. But those orders will be processed as out-of-network claims. Aetna Rx Home Delivery is the only preferred network mail order pharmacy. Please refer to your EOC for out-of-network coverage details and limitations.

Can I manage my mail order prescriptions online?

Yes. Log into your secure member website. You can manage your mail order prescriptions in the pharmacy section.

Can I have my prescriptions delivered to an address different than my own or a temporary address?

Yes. You can add an alternate shipping address over the phone or online. To speak with a Member Services representative, call the number on your ID Card.

Can I fill a prescription for a controlled substance by mail?

Yes. State and federal laws may require that you mail in a written prescription from your doctor, depending on the drug. For more information on a specific medication, call Member Services at the number on your ID card.

Can I return medications ordered by mail?

Generally we can't accept returns on Home Delivery mail order prescriptions. Some exceptions apply. Call us to learn more.

For mail-order, you can get prescription drugs shipped to your home through the network mail-order delivery program. Typically, mail-order drugs arrive within 7 to 14 days. Please call the number on your ID card if you don't receive your mail-order drugs within this timeframe. Members may have the option to sign-up for automated mail-order delivery.

We're here to help!

Members:
Email us or call Member Services at the number on your ID card.

Don’t have your ID card handy?
Find a phone number

Not yet a Member?
Email us or call an Aetna representative at (TTY: 711), Monday through Friday, 8 a.m. to 8 p.m.

We speak your language (collapsed): We have free interpreter services to answer questions you may have about our health or drug plan.
Get help from an interpreter

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Visite nuestro sitio en español

Disclaimers

Aetna Medicare is a PDP, HMO, PPO plan with a Medicare contract. Our SNPs also have contracts with State Medicaid programs. Enrollment in our plans depends on contract renewal.

See Evidence of Coverage for a complete description of plan benefits, exclusions, limitations and conditions of coverage. Plan features and availability may vary by service area.

The formulary, pharmacy network, and/or provider network may change at any time. You will receive notice when necessary.

Aetna Medicare’s pharmacy network offers limited access to pharmacies with preferred cost sharing in: Suburban NY; and Rural AR, NY, and UT. The lower costs advertised in our plan materials for these pharmacies may not be available at the pharmacy you use.

For up-to-date information about our network pharmacies, including pharmacies with preferred cost sharing, members please call the number on your ID card, non-members please call 1-855-338-7027 (TTY: 711) or consult the online pharmacy directory at http://www.aetnamedicare.com/pharmacyhelp.

This information is not a complete description of benefits. Contact the plan for more information. Limitations, copayments, and restrictions may apply. Benefits, premium and/or copayments/coinsurance may change on January 1 of each year.

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An easy way to get medications you fill regularly

Getting started

Is Aetna Rx Home Delivery the only way I can get prescriptions mailed to me?

Can I manage my mail order prescriptions online?

Can I have my prescriptions delivered to an address different than my own or a temporary address?

Can I fill a prescription for a controlled substance by mail?

Can I return medications ordered by mail?

We're here to help!

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