Frequently Asked Questions

Our Customer Service hours are Monday-Friday 12 p.m. to 8 p.m. ET. We are closed on weekends and holidays. If these FAQs don’t answer your questions, please call our Customer Service team at (800) 376-7715.

Patients

Is ScriptDrop a pharmacy?

We are not a dispensing pharmacy. We are a third-party solution that connects patients and pharmacies with drivers and couriers across the U.S. to bring medications to patients from any pharmacy in the country, both retail and independent.

Does ScriptDrop deliver on holidays?

We currently do not deliver on Memorial Day, Thanksgiving, Christmas Day, New Year’s Day, Labor Day, and Independence Day, though that may change in the future. For now, orders will arrive on the first business day following the holiday.

Do patients have to sign for deliveries?

At this time we are collecting signatures upon delivery for some pharmacies. If a pharmacy requires signatures for deliveries, patients will be asked by a driver to sign for their prescriptions.

Do patients have to do anything when the delivery driver arrives?

If your order requires a signature, you will be required to sign for the order upon delivery. If you're not available to sign, the order will be returned to your pharmacy.

Can patients pay delivery or copay fees in cash?

Copayments are generally collected by the pharmacy. Delivery drivers will not collect copayment from patients. Please reach out to your pharmacy directly for questions around copayments and delivery fees.

How can patients check on the status of their deliveries?

Patients should call their pharmacy first to make sure they have received the order. If they have the order and it’s scheduled for delivery, the patient will receive a text message with the delivery time frame.

Will the driver be in uniform?

The driver will not show up in a ScriptDrop uniform, since we partner with courier companies rather than employ them ourselves. Drivers are expected to identify themselves as working with ScriptDrop, if asked.

Will patients receive a text or phone call notification about their deliveries?

ScriptDrop will send a text message with the timeframe of delivery. The driver may call if they have a question about the delivery address.

What if patients are concerned with PHI?

We make security and privacy a priority. We abide by HIPAA regulations and information security protocols, and only request information that is strictly necessary to arrange delivery. Please refer to ScriptDrop’s Terms of Service and Privacy Policy.

Pharmacies

How do I pay my invoice?

You will receive your invoice by email. The email will contain all the payment information. If you have a preferred email that is different than what we currently have on file, please contact ar@scriptdrop.co to change it.

Is my account set up for shipping?

If you are currently not set up or questioning whether you have shipping on your account, please contact your Account Manager to discuss if it’s a fit for your pharmacy.

How do I order more tamper-evident packaging for my pharmacy?

If you’re running low or out of tamper-evident packaging for your pharmacy, you can request more through your ScriptDrop portal. You can also contact our Customer Service team at (800) 376-7715.

How do I cancel or move an order delivery date?

This is dependent on what solution your pharmacy is using. Please refer to your documentation provided by ScriptDrop. If you still need assistance, please contact our Customer Service team at (800) 376-7715.

Who can I reach out to if I have questions about an order?

Give our support line a call at (800) 376-7715.

I own/manage a pharmacy and would like to partner with ScriptDrop. How do I get more information?

Email your inquiry to info@scriptdrop.co and a representative will connect you to our pharmacy sales team within 1 business day.

What is my store’s maximum delivery distance?

This will be dependent on agreed-upon terms with each pharmacy. Please refer to your store’s documentation or contact our Customer Service team at (800) 376-7715.

Will my pharmacy always have the same driver for on-demand deliveries?

No, the driver will not always be the same.

Can I request to have a driver restricted from servicing my store?

Yes. Contact your Account Manager and we will block the driver if their performance did not meet your expectations.

Do your courier partners collect signatures?

Yes, we require signatures for most deliveries by default. If your pharmacy requires signatures, the patient will be prompted to sign by a driver upon delivery

What service levels do you offer?

We offer on-demand, same-day and shipping.

If the patient’s delivery address is different than what the pharmacy has on file, can the pharmacy write the correct address on the bag to have the courier deliver there?

No. Our drivers can only deliver to the address listed on their device. If a pharmacy needs the medication delivered to a different address than what they have on file, they need to update the address. Contact our Customer Service team at (800) 376-7715 if you need assistance.

Couriers

Are ScriptDrop orders routed or on-demand?

ScriptDrop deliveries are same-day routed orders. All ScriptDrop deliveries are released by the pharmacy customer at an identical time each day, which allows dispatchers to route their delivery couriers effectively and efficiently. In order to minimize travel distance and time requirements and maximize the number of deliveries that are completed per hour, all ScriptDrop deliveries will be routed for you automatically.

Which logistics software does ScriptDrop use?

ScriptDrop has created a web-based, pharmacy-delivery-specific dispatching application for use by our delivery partners. This is used to dispatch and track each day’s orders. We also provide a separate web-based delivery application that communicates with this dispatching system, which is used by delivery drivers for all daily pharmacy deliveries.

Does the ScriptDrop logistics software integrate with other logistics software such as e-Courier, CXT, Xcelerator, and others?

We do not integrate with other logistics software. Unlike these typical logistics platforms that handle multiple types of parcel delivery, our system is specifically designed for pharmacy delivery. Because the ScriptDrop solution is designed to work seamlessly among pharmacists, patients, dispatchers, and delivery drivers, all deliveries must be done within our software.

Does the ScriptDrop software route orders?

Yes! Our system provides routing, recording of signatures and POD verification, and nearly all features found in legacy logistics systems. Our driver app routes delivery drivers in the most efficient path, starting from the origin pharmacy out to all patient addresses. It also provides routing back to the pharmacy in the event that a medication needs to be returned. The ScriptDrop dispatching portal provides for easy dispatching and real time tracking of all ScriptDrop deliveries.

Can I become a ScriptDrop delivery driver?

ScriptDrop does not directly hire or contract with individual drivers.