If you require assistance or an alternative method to receive this information, please call our customer service help center. You can find contact information by clicking on the "contact us" link.

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About your orders

Check order status

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

Note: You can usually find your member number on your prescription drug identification card, your combined medical and prescription drug card or on a refill slip from a medication you previously filled through your home delivery pharmacy. You can find your prescription number on your refill slip or prescription bottle. Remember to enter all 12 digits. Do not enter any spaces or dashes between the 12 digits you enter, regardless of whether a space or a dash appears on your refill slip or bottle.

To help ensure safety and security, order status will only be displayed for the member whose prescription number is entered and any minor dependents. For other covered adult dependents, you must enter your member number and the adult dependent's valid prescription number filled through Express Scripts in the last six months to view order status for that individual's new prescriptions. To view minor dependent information only, you must enter a minor dependent's prescription number.

More about checking your order status:

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I mailed in my prescription and don't see it here in order status. What might have happened?
If more than 11 days have passed since you mailed your prescription(s) and you still have not received your order, please call your toll-free Member Services phone number. If it has been less than a week, please remember that you need to allow five to 11 days for normal mail delivery. Most orders are filled and shipped within 48 hours of receipt.

I checked order status on a refill that I submitted and it showed that the order is in process and will be shipped within 48 hours. It's been more than a week and I am getting the same message. Why?
While refill orders are generally processed and shipped from our pharmacies within 48 hours, you need to allow five to 11 days for normal home delivery. If more than 11 days have passed, and you still see the same order status message, please contact a Member Services representative at your toll-free number. Please note that orders for new prescriptions can sometimes take longer if information needs to be verified with your prescriber.

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I requested order status showing my 30-day history, but some prescriptions do not show up. Why?
Sometimes, orders for prescriptions that you processed may not appear in order status. This can happen for a variety of reasons. Sometimes, if you changed prescription benefit coverage between the time you ordered the prescription and the time you checked order status, the prescription(s) ordered under your former coverage may not have been transferred to your new coverage. In other cases, we may not have received your order or may have held your order at our pharmacy. If you have a question about an order you do not see in your 30-day history, and you have allowed for the standard mail time of five to 11 days, please contact a Member Services representative at your toll-free number.

Why don't you show me the prescription (Rx) numbers or drug names with each of the prescriptions to make it easier for me to identify each?
To help ensure privacy for our members, members may choose whether drug names are displayed on our site. If you have an urgent question regarding an item displayed in your results screen, please contact a Member Services representative at your toll-free number.

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Why can't I just enter my member number and view my prescriptions?
To help ensure our members' safety and security, we currently require you to enter an Express Scripts prescription number in addition to your member number.

If I'm a first-time home delivery user, how do I get order status without a valid prescription number?
To ensure patient confidentiality, you must enter a valid Express Scripts home delivery prescription number dispensed within the last six months to check order status. We apologize for this one-time inconvenience and request that first-time home delivery users without previously dispensed prescription numbers contact a customer service representative at your toll-free Member Services number. Once you have filled at least one home delivery prescription with Express Scripts, you should be able to use our online order status.

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I have been a home delivery user in the past, but I don't have a valid prescription number processed within the last six months to use to check order status. What should I do?
To ensure your safety and security, we can only accept valid prescription numbers from orders filled from Express Scripts within the last six months. Please call your toll-free Member Services phone number if you require additional assistance.

My new prescription was received but not filled. Why?
Express Scripts screens 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 the typical process and may take up to 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 of why we were unable to process your request. If you need immediate assistance, please please call your toll-free Member Services phone number for additional information.

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Why can't I see the order status of prescriptions for adult dependents, such as my spouse?
To help ensure privacy for our members, only the order status of the member and the member's minor dependents will be displayed once the member enters his/her prescription number. If an adult dependent would like to check order status, you must enter the member number and the adult dependent's valid prescription number filled through Express Scripts in the last six months to view order status for that individual's new prescriptions.

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I am a spouse of an Express Scripts plan member and have entered my member number and valid prescription number. Why do I only see order status for my prescriptions, and not my children?
To ensure patient confidentiality, adult dependents of Express Scripts plan members - such as spouses - will only see order status for their own prescriptions. Minor dependent information - such as children's prescriptions - may only be viewed by the member or by entering the minor dependent's prescription number.

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I have checked order status online in the past. How does order status by invoice differ?
Order status by invoice can only be accessed by clicking on the link included in the email you received confirming that Express Scripts either received or shipped your prescription(s). While order status by invoice provides the same information about your prescriptions as our standard online order status, status will only be displayed for those prescriptions included in the invoice number(s) listed in your confirmation email.

Standard order status provides users with the ability to view the status of a single prescription, whether you placed the order online, over the phone or through the mail, or even if your physician faxed in your prescription, or a 30-day prescription history. You must enter a member number and a prescription (Rx) number to access this information. After entering the required information, users can view the following information about their prescriptions: partial prescription (Rx) number, date received, date shipped, number of refills remaining, prescription expiration date, strength, status message and patient name.

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Sometimes when I use order status by invoice, I see prescription status for a single invoice number. Other times, I see prescription status for multiple invoice numbers. Why is that?
Order status by invoice displays prescription status for the number of invoices included in the email you received confirming that Express Scripts either received or shipped your prescription(s). If that email contained more than one invoice number, you will see prescription status for each of the invoice numbers listed.

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I used the confirmation email I received from Express Scripts when I first received it to link over to order status by invoice. Awhile later, I tried to use the link again and it did not work. Why might this be?
The link provided in the email confirmation from Express Scripts remains active for 30 days. If you saved your email and tried to access this invoice information after 30 days, you will not be able to view your prescription order status. You can, however register now and use the standard order status feature to access this information. Simply enter your member number and the prescription (Rx) number for which you want to check status and select "Show this Rx only."

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How are medications shipped?
Most medications are shipped via the U.S. Postal Service. Medications containing certain controlled substances are shipped via priority mail with an adult signature required. You may elect to have your prescriptions shipped overnight delivery for an additional fee. You must be at home to receive and sign for express-mailed orders. You can search for the status of a specific prescription, determine when it was shipped and by what carrier by registering now and checking order status online.

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Can I find home delivery payment information, such as how much I was charged, in the order status area?
To review detailed information regarding home delivery payment, click on the "Claims & balances" link in the left-hand menu bar, then click on the tab titled "Home delivery payments." You can review charges, adjustments, payments, cost savings and other financial details about your home delivery account; check and pay balances; update credit card information and more once you are within the home delivery payment area. Order status does not include this information.

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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 it from different Express Scripts pharmacies. We split your medication order and fill it through different Express Scripts pharmacies for several reasons. For instance, a certain pharmacy may be able to provide one or more of your medications more quickly. Or your medications might be stocked at different Express Scripts pharmacies because of special requirements for those medications. (This is often the case with temperature-sensitive medications.) Also, not all Express Scripts pharmacies dispense controlled substances or compound medications.

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How will I know if my order has been shipped in more than one package?
If your order has been shipped in more than one package, the invoice statement in each package will explain the situation. You will see a separate invoice number for each package within your order. If you have already registered on this website, you can find out if your order has been divided into two or more shipments by registering now and clicking on Order status. 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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