Common causes for order delays at CenterWell Pharmacy

Man opening his prescription package

Ordering your prescriptions with CenterWell Pharmacy® is quick and easy. But, sometimes, your medicine can get delayed if we need more information from you or your prescriber to process your order. Or, there may be issues with our mail-delivery carriers (FedEx, USPS or UPS). CenterWell Pharmacy will work with you to get your medicine to you as quickly as possible.

Here are some possible causes for delays: 

  • An outstanding balance
  • Your order exceeds the amount you’ve set as your maximum copay
  • The credit card you have on file declined or expired 
  • Verifying your shipping address 
  • Your medicine requires prior authorization
  • Your prescription drug plan doesn’t cover your medicine
  • We are unable to contact your prescriber
  • Delays with your carrier 

How we process your orders

Most prescription orders are processed smoothly. You should receive your medicine within 5–7 days for a refill. A new prescription may take 7–10 days after we receive it from your prescriber. However, if a delay occurs, you’ll receive either a phone call or an email that “action is required,” depending on how you’ve set your communication preferences.

Many of these delays are easily resolved online by signing in to and viewing your account dashboard. But if you need to talk to an Advocate, please call us at 800-379-0092. We’re here for you if you need assistance and are available Monday to Friday, 8 a.m. to 11 p.m., and Saturday, 8 a.m. to 6:30 p.m., Eastern time. 

CenterWell Pharmacy strives to deliver your medicine as quickly as possible, so we take every precaution to ensure all orders are accurate and complete.

Disclaimers: This material is provided for informational use only and should not be construed as medical advice or used in place of consulting a licensed medical professional. You should consult with your doctor to determine what is right for you.

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