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About your orders

Checking Order Status

What's the status of my order?
For easy online order status, including viewing prescription history and more, register now.

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What's the status of my order?
You can always find information about your most recent orders under Recent Order Status at the top of your Home page. By checking your order status online, you can access detailed information about your prescription items, including prescriptions you have purchased online, over the phone, through the mail or by faxed prescription from your physician. You can also track shipment information for your current orders.

To see detailed prescription information--including confirmation of receipt, shipping and tracking information, estimated shipping and delivery dates, item-level descriptions and other details--click View Details in the box containing general information about a prescription.

To view complete information about all of your orders on the Order Status page, click View All Orders to the left of your Recent Order list. You can also filter your Recent Order Status display by selecting an option in the "Filter by" drop-down at the top of the list.

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How do I check the order status for a specific shipping confirmation or invoice number?
Start on your Home page:

  1. Click View All Orders to the left of your Recent Order Status list to display the "Recent Order Status" page.
  2. Scroll down until you see a prescription with the confirmation or invoice number that you want to check.
    HINT: If you can't find a prescription in the list, use the Search for order box at the bottom of the page to search by confirmation number, invoice number or prescription number.
  3. To see more information about a prescription, click View details just below the prescription number.
    NOTE: Confirmation numbers may not be available for every order.

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I recently reviewed the estimated shipping and delivery dates for my order. Why have these estimates changed since the last time I checked?
Estimates for shipping and delivery may change if your order is processed differently than expected or if the delivery method changes while the prescription is in process. The most up-to-date status is provided on our website as soon as it is available.

Where can I find my prescription history?
To review your prescription history, click View Rx History to the left of the Prescriptions section on your Home page. You'll be able to review your last 12 months of prescription history in the window that opens. To view your prescription history for the last 24 months, click View Entire Rx history at the top of the "History" window. You may also access your prescription history through the navigation menu at the top of the page. Just choose "View Rx History & Balances" under Manage Prescriptions.

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Can I find home delivery payment information, such as how much I was charged, with my order status information?
Your order status includes information on prescription costs, including copay, tax (if applicable) and expedited shipping after your order is shipped. To review detailed information about your costs and payments:

  1. Click "View Rx History & Balances" under Manage Prescriptions in your Home page navigation menu to view the "Claims & balances" page. There, you can view detailed prescription information, including fill dates, drug names, plan payments and your copays.
  2. Click the "Mail order payments" tab to see more payment information about your home delivery orders, including your current account balance and your recent charges and payments. Click an invoice number to see more information about that order, including the confirmation and prescription numbers and the date of the order.
  3. To view or edit details about your home delivery account or to update credit card information, click update payment information.

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How do I check order status for prescriptions that are not automatically shown on my Home page or in my prescription history?
To quickly view the status of home delivery prescriptions that are not automatically displayed for you, just enter a prescription number in the "Search By Rx Number" field at the top of the Prescriptions section of your Home page and click Go.

NOTE: This feature is not available for prescriptions purchased at a retail pharmacy.

You can also search for home delivery prescription orders on the "Recent Order Status" page:

  1. Select "Check Order Status" under Manage Prescriptions in your Home page navigation menu.
  2. If you have placed a home delivery prescription order within the past 120 days, scroll through the information on the "Recent Order Status" page until you find the prescription order you need.

    If you have not ordered a prescription in the past 120 days, use the drop down in the top right corner of the page to search for orders within a specific time range. Order information is available for up to 24 months.

NOTE: To ensure safety and security for our members, information about minor dependents is displayed in the Recent Order Status section of the Home page and prescription history view only for the primary cardholder.

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I'm a first-time home delivery pharmacy user who recently registered with your site. Why don't I see any prescription information on my Home page or in my prescription history?
Prescription information displayed on the website shows home delivery pharmacy refill and renewal orders, as well as any prescriptions filled at retail pharmacies. Once you get started with home delivery, all subsequent refill and renewal home delivery and retail prescription orders will appear in your prescription history. Home delivery prescriptions will appear in the Prescriptions section of your Home page when they are ready to be refilled or renewed. If your prescriptions don't appear after you've registered on the site, you may need to add a prescription number to the personal information in your online account to activate this feature. (See How can I update personal preferences, phone numbers and other information for my online account? for more information.)

I mailed in my prescription, but I don't see it on my Home page or in my prescription history. What might have happened?
Most orders are shipped within two business days of receipt. If more than 10 calendar days have passed since you mailed your prescription and you still have not received your order, please call us at the toll-free Member Services number on your member ID card. If it has been less than a week since you ordered, please remember that you should allow 8 to 11 days from the time you mail your prescription request for your medications to arrive by standard mail delivery.

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My new prescription was received by Express Scripts but was not filled. Why?
We screen every new prescription for interactions and side effects that may affect your health. In addition, we take into account the dispensing rules set by your prescription benefit plan. This is part of our normal process and can take several days.

In a small number of cases, we may not be able to fulfill your order as requested. In these situations, we will return your original prescription to you unfilled with an explanation as to why we were unable to process your request. If you need immediate assistance, please call us at the toll-free Member Services number on your member ID card.

Sometimes when I place a home delivery prescription order, my entire order does not arrive at the same time or from the same pharmacy. Why is that?
In some cases, if a prescription is ordered before it is eligible to be refilled, we will hold that prescription at its pharmacy until it can be released to you. In other cases, your prescriptions may be sent from one or more of our home delivery pharmacies. We often dispense refill prescriptions from a location that is different than the one where we process new prescriptions; this may be a reason for receiving separate packages.

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Why are my orders sometimes shipped in two or more packages? Is there a way to keep my orders in one package?
When your medication order arrives in two or more packages, it is usually because we have shipped your prescriptions from different pharmacies. There are several reasons why we might split your medication order and fill it through different pharmacies. For example, a certain pharmacy may be able to provide some of your medications more quickly. If your medications require special handling (such as temperature control), they might be stocked at a different pharmacy. Please also note that not all of our pharmacies dispense controlled substances or compound medications.

How will I know why my order has been shipped in more than one package?
If your order has been shipped in more than one package, a separate invoice will be provided in each package to explain the situation. You will see a separate invoice number for each package within your order.

To find out if your order has been divided into two or more shipments, click View All Orders in the Recent Order Status section of your Home page. Be assured that all of our pharmacies maintain the same standard of excellence and are dedicated to dispensing your medications safely and quickly.

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What are confirmation and invoice numbers?
When you place an order, your entire order is usually assigned a confirmation number. This allows you to track the status of your entire order, even if it is shipped to you in more than one package. Within your order, each package is assigned a unique invoice number that provides specific information on that package.

All orders placed through the mail and some of those placed over the telephone are not assigned confirmation numbers. You can track these orders by using the invoice number.

What is an "estimated shipping date"?
Estimates for shipping your prescriptions may change if the order is not processed as expected or if the delivery method is changed while the prescription is in process. The most up-to-date order status is provided online as soon as it is available.

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Can I change the date when my prescription will be processed?
You can change the processing date for a prescription only if that prescription is "pending" in our pharmacy and not yet eligible for processing. You may move the processing date for a pending prescription a maximum of 30 days beyond the original processing date. To change the processing date for a pending prescription:

  1. In the Recent Order Status section of your Home page, click View All Orders.
  2. On the Order Status Page, scroll until you see the pending prescription for which you wish to change the date.
  3. Click the "Change date" option for that prescription and use the calendar to choose the date when you would like your prescription to be filled.
  4. Using the drop-down to the right of the calendar, select a reason for your change.
  5. Click Submit to enter the new processing date.

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Can I cancel my order?
You can cancel only "pending" prescriptions that are being held in our pharmacy and that are not yet eligible for processing. To determine whether an order can be canceled, first find that order in the Recent Order Status section of your Home page. If "Will process after mm/dd/yyyy" appears at the bottom of the information box for that prescription, you can cancel the order.

NOTE: If you later want to order a medication that you have previously canceled, you or your doctor may be required to provide a new, valid prescription. You will be notified during the cancellation process if this applies to your prescription.

To cancel a pending prescription order:

  1. In the Recent Order Status section of your Home page, click View Details for that prescription.
  2. Click the Cancel prescription option to the right of the prescription order information.
To cancel a pending order for a prescription enrolled in the Worry-Free Fills® program:
  1. In the Recent Order Status section of your Home page, click View Details for that prescription.
  2. To cancel your prescription and remove it from the Worry-Free Fills program, Click the Cancel prescription and turn off Worry-Free Fills option to the right of the prescription order information.
  3. Click Yes below the confirmation message to cancel the order and remove it from the Worry-Free Fills program.