Home Delivery

Get your medications delivered safely and securely by mail

Mail Order FAQs

How to enroll in Elixir Mail

You can enroll in Elixir Mail through multiple methods:

• Register/login
• Download an enrollment form
• Call us at 866-909-5170 (TTY: 711)
• Providers can fax your prescription to 866-909-5171
• Mail your prescription to us at
  7835 Freedom Ave NW
  North Canton, OH 44720

How can I or my doctor submit my prescription for mail order?

Your provider may send prescriptions to Elixir Mail by fax, phone, e-prescribe or mail. Members can only send new prescriptions by mail. A member can refill prescriptions via phone (live or IVR), website, or mail. For initial or refill prescription requests, please fax the prescription or order form.

• Fax: 866-909-5171 (Providers only)
• Phone: 866-909-5170
• E-Prescribe: NCPDP 36-77361 (Providers only)
• Mail: 7835 Freedom Ave NW, North Canton, OH 44720

How do I transfer my prescription?

Transferring your prescription from a local pharmacy to Elixir.

Contact Elixir Customer Care at 866-909-5170. and we will gather your information and complete a transfer-in request.

Be prepared to provide the following information:

• Name of pharmacy and phone number
• Prescription number
• Name and strength of medication
• Prescriber’s name and phone number
• Any special requests

Transferring your prescription from Elixir to another pharmacy.

The first thing you need to do is identify what pharmacy you want your prescription to go to. This is the receiving pharmacy.

Call the receiving pharmacy and let them know you want to transfer your prescription. The receiving pharmacy will gather all necessary information from you and will contact Elixir directly to receive your prescription transfer.

Elixir does not initiate transfer-out requests—the receiving pharmacy must contact Elixir.

How do I refill my medication?

Log in to your Mail Portal and follow the step-by-step instructions for refilling online. You can also call member services and use our automated IVR system or speak to a Customer Service representative to request a refill.

You may also qualify for our automatic refill program. Contact us to find out more about automatic refills.

How can I check the status of my prescription?

To check the status of your medication prescription order, log in to your Portal or call us at 866-909-5170 and use our automated system to check the status of your order or speak with one of our Customer Service representatives.

How long will it take to receive my order?

Once an order has been processed, please allow seven to ten business days for shipping. Shipping is free for standard mail delivery and for faster delivery, expedited shipping is available at an additional cost.

If there is a delay, we will notify you using your preferred method of contact.

How can I track my order or find shipping information?

Once your medication is shipped, you will receive a tracking number via email and/or text if you have opted in for the service. You can also see shipping status in the Member Portal. You may also call Customer Care at 866-909-5170.

The Elixir mail order facility is located in North Canton, OH and all medications are shipped from this location.

Standard shipping is free and expedited shipping is available at an additional cost.

If you need to have your medication shipped to another address, please contact Elixir at 866-909-5170

We follow strict quality and safety procedures to ensure you medication arrives safely and securely.

• Refrigerated medications are shipped overnight or next-day delivery in insulated packaging with ice packs
• Certain medications may be shipped with bubble wrap to protect its fragile contents
• Most other medications may be shipped in a standard poly mailer bag seen below
  
  

What is auto refill and how can I sign up for it?

Our auto refill program will automatically refill each enrolled prescription when it is available to be filled, saving you from having to log in or call for your refills. Please call Customer Service, and if your plan allows this option, we can set up the auto refill service for you.

NOTE: Remember to contact Customer Service if your physician discontinues therapy on a medication that you have on auto refill. Some medications may not be eligible for auto refill.

What is the cost of my prescription?

Contact your insurance company’s customer service department for prescription copay/cost, or call Elixir Pharmacy at 866-909-5170 for assistance with understanding out-of-pocket costs, copays and co-insurance, pharmacy networks and cash prices for medications.

Do I have to pay my balance before my medication will ship?

Yes, any outstanding balance on your account will need to be paid before any medication can be shipped. If there is no outstanding balance on your account and the order is under $50, we can ship your medication and invoice later.

Who should I contact if I have questions about or reactions to my medication?

Pharmacists are available 24 hours daily to help with any questions regarding your medication. Call 866-909-5170.

How can I report a problem with my medication?

Pharmacists are available 24 hours daily to help with any questions regarding your medication. Call 866-909-5170.

What is a Max daily dose (MDD) or Total daily dose (TDD)?

Maximum daily dose means the total daily dose limitation on certain drugs imposed by the FDA for safety reasons. It is important information you and your doctor need to know to help prevent overdose of a drug as well as making sure you have enough medication to last for the prescribed duration of your prescription.

• Calculating TDD or MDD requires that we know how much medication you will be using in a 24-hour period.
• If this information is not available on your prescription, there is no action needed from you. Our prescriber team will contact your provider directly.

Calculating Day Supply

Generally a daily dose calculation depends on your body weight and a recommended prescribed dose. Dose = weight x dosage.

When the MDD or TDD has been confirmed, the full prescription amount can be calculated by multiplying that number by the intended number of days you will use the medication.

Example: If a patient is prescribed 2 tablets by mouth twice daily for 3 months, the calculation is TTD or MDD (4 tablets) x 90-days. In this case, the patient will receive 360 tablets for a 90-day supply.

More example calculations are shown under the Example Prescription Calculations section.

*Some medications are limited based on commercial availability and Medicare billing requirements. (See Medicare Billing Requirements for more information)

Expiration Dates

Prescription expiration dates can vary according to state laws. Elixir Mail Order resides in Ohio and must follow all Federal and Ohio State laws.

All non-controlled substance prescriptions must be filled at least 1 time within 6 months of the date prescribed, or the prescription expires. Once filled, the prescription is valid for up to 1 year from the written date. Please note: the expiration date of a prescription drug can vary, even if two drugs are used for the same purpose.

*Controlled substances may have different requirements.

*Some prescriptions may require special storage conditions, like refrigeration, or may not be good after a certain amount of time based on manufacturer instruction.

If your prescription has specific expiration dates associated with it, your Rx label should let you know when to discard the medication. Please check with your prescriber or pharmacy if you have questions about your medication expiration date.

Medicare Billing Requirements

Medicare has dispense requirements that must include the exact day's supply for medications, including topical products. Claims will only be approved if the prescription meets these standards.

Example: A patient is prescribed Triamcinolone 0.1% cream. Per Medicare requirements, we must obtain the number of grams per application.

• Accepted: Apply 1 gram topically twice a day as directed #60 grams
• Not Accepted: Apply topically twice a day as directed #60 grams

*Medicare claims will only be approved for a 90-day medication supply or less. Typically any prescription claims for more than 90 days are rejected. (Exceptions may apply).

Example Prescription Day Supply Calculations

The following are examples of Medicare Part D prescription calculations.

Example (Insulin)

Patient: John Doe

Medication: Novolog Flexpen U-100

Dose: 15 units subcutaneously 3 times a day before each meal

TDD: 45 units (15 units x 3 meals)

Pack Size: 1 carton of 5 pens (15mL total)

Maximum quantity allowed under Medicare Part D: 10 pens (30mL total) =66-day supply (* a third box would put the Rx at 45mL=100-day supply and get a rejected claim)

Example (Inhaler)

Patient: John Doe

Medication: Advair HFA 115/21mcg

Dose: 1 inhalation twice daily

TDD: 2 inhalations

Pack Size: 1 inhaler=12 grams (120 inhalations)

Maximum quantity allowed under Medicare Part D: 12 grams (1 inhaler) =60-day supply (* a second inhaler would put the Rx at 24g=120-day supply and get a rejected claim)

Example (eye drop)

Patient: John Doe

Medication: Timolol 0.5% eye drop

Dose: 1 drop in each eye once daily

TDD: 2 drops

Pack Size: 5, 10, or 15mL bottle

Maximum quantity allowed under Medicare Part D: 5mL (1 bottle) =50-day supply (* a second bottle would put the Rx at 10mL=100-day supply and get a rejected claim)

Example (Ointment/cream)

Patient: John Doe

Medication: Diclofenac sodium 1% gel

Dose: 2 grams topically twice per day

TDD: 4 grams

Pack Size: 100-gram tubes

Maximum quantity allowed under Medicare Part D: 300 grams (3 tubes) =75-day supply (* a 4^th tube would put the Rx at 100-day supply and get a rejected claim. We cannot dispense 360g since only available in 100g tubes)

Eye Drops

How many eye drops are in my bottle?

Eye drops are measured in milliliters (mL) and your bottle will come in some quantity of mL (i.e., 2.5mL, 5mL, 10mL bottles, etc.).

For most eye drops other than latanoprost, there are 20 drops in every 1mL of liquid (see separate Latanoprost section*).

Example, if your bottle has 5mL of liquid x 20 drops per mL= 100 drops per bottle.

Exceptions include a single use, preservative-free eye drops that are used 1 time then thrown away. These are entered in terms of “Unit of use” instead of mL.

* Some eye drops are only available in certain sizes. Not all drugs are available with multiple size bottles.

Xalatan (Latanoprost 0.005%) eye drops FAQ

The manufacturers of Xalatan have determined that there are 33 drops in every 1mL of liquid, thus making latanoprost an exception to the general rule of 20 drops/mL.

When calculating number of drops for latanoprost we use 33 drops per mL.

Example: For each 2.5mL bottle x 33 drops/mL=82 drops per bottle.

These eye drops are stored in the refrigerator, but the manufacturer specifically allows for the medication to be shipped without refrigeration if certain requirements are met.

• During shipment the bottle may be maintained at temperatures up to 40°C (104°F) for a period not exceeding 8 days.
• Store unopened bottle(s) under refrigeration at 2°C to 8°C (36°F to 46°F).

Once a bottle is opened for use, it may be stored at room temperature up to 25°C (77°F) for 6 weeks.

Diabetes Basics

Diabetes is a chronic disorder where our body is unable to regulate sugar (glucose) properly. In the simplest terms your body has problems turning food into energy. There are 2 types of Diabetes

• Type 1 – your pancreas stops making insulin
• Type 2— your body becomes less sensitive to insulin over time requiring more and more. Eventually, the pancreas cannot produce enough to compensate.

What happens if I let my diabetes go uncontrolled?

Per CDC, diabetes is the 7^th leading cause of death in the United States and the #1 cause of kidney failure, lower-limb amputations and adult blindness. You are 2-3x more likely to have a stroke or heart attack as a patient with diabetes.

What are the ABCs of diabetes?

A stands for A1C

• This is a blood test that measures your Hemoglobin A1C level—a way to measure your blood sugar levels over the last few months.

B stands for Blood Pressure

• As a patient with diabetes, it is just as important to control your blood pressure as it is your blood sugar due to the increased risks for heart attacks/stokes.

C stands for cholesterol

• Cholesterol is fatty substance found in the blood that can build up over time if uncontrolled. This is another risk factor for a heart attack, stroke, or other serious cardiac events.

Insulin FAQs

Have questions on how to inject your insulin?
Call your provider, or call Elixir at 866-909-5170 and ask to speak to a pharmacist.

It’s important to discuss with your provider whether you will be using prefilled insulin pens or using a multidose vial which requires drawing up the insulin with a separately provided syringe/needle.

Pen-injectors vs Vials
Your order will show the quantity in milliliters (mL).

• • 1 carton of 5 insulin pens will show as 15mL
  • 1 vial of insulin will show as 10mL

Depending on whether the insulin is in a pen or vial will determine the expiration date. Example, Humulin N expiration dates:

• The Pen expires after 14 days
• Vial expires after 31 days (Same exact insulin)

Pen Injectors
Most insulin pens typically contain 3mL of liquid which can deliver a total of 300 units of insulin. These rules only apply to U-100 insulin pens. (Exceptions apply for higher concentration pens*).

They are available as 1 carton of 5 pens and cartons cannot be broken down to dispense less 5 pens. Thus, the minimum qty to dispense insulin pens is 1 box of 5 pens.

Insulin pens will require a sperate prescription for pen needles that are screwed on to the end of the prefilled pen in order to successfully administer your insulin. * Talk with your provider about what size/gauge needles you will be using to administer your insulin.

Vials
Insulin vials are supplied in 10mL of liquid which usually contains 1000 units of insulin.

Insulin vials will require a separate prescription for a syringe with needle in order to successfully draw up the insulin out of the vial and administer it. *Talk with your provider about what size syringe/needle you will be using to draw up and administer your insulin

Insulin Storage/Expiration Dates

Insulins can expire at different times depending on their current status, including temperature and first use date.

All unopened insulins that are stored in the refrigerator are good until the labeled expiration date imprinted by the manufacturer.

Once opened, most insulin vials or pens last up to 28 days inside or outside the fridge. The expiration can vary from product to product.

Insulin VIALS Expiration Dates

Forms and Documents

Enrollment Form for Elixir Mail Order

• Click here to download the Mail Order Enrollment Form in English
• Click here to download the Mail Order Enrollment Form in Spanish

Designation of Authorized Party Forms

Select the link below to download the Designation of Authorized Party Form in your preferred language:

• English
• Spanish

HIPAA Forms

Select the links below to download HIPAA forms in your preferred language:

• HIPAA Consent Form-English
  HIPAA Consent Form-Spanish
• HIPAA Release Form-English
  HIPAA Release Form-Spanish
• HIPAA Revoke Form-English
  HIPAA Revoke Form-Spanish

Prescription Request Form

• Click here to download the Prescription Request Form

About Elixir Mail Brochure

Select the link below to download our Mail Order brochure in your preferred language:

• English
• Spanish

Your Rights and Responsibilities

• Click here to review your Care Rights and Responsibilities

Proper Medication Disposal and Handling

Download tips on proper medication disposal and handling.

• English
• Spanish

Educational Links for Common Health Conditions

Please note that by clicking these links, you may be leaving the Elixir website.

• Search for drug information by drug name

Learn more about these specific conditions:

• Allergies
• Arthritis
• Asthma
• High Blood Pressure
• High Cholesterol
• HIV/AIDS
• Low Back Pain
• Type 1 Diabetes
• Type 2 Diabetes
• Weight Loss