Mail Order Frequently Asked Questions (FAQs)

The details of setting up and maintaining a RightSourceRx^SM prescription home-delivery account are all answered in the FAQs below.

Q: How do I submit a new prescription to RightSourceRx?

A: For your safety and security, we'll need several pieces of information to process your new prescription order. We’ll contact you or your doctor if we have questions about the order. For fastest service, your doctor can submit new prescriptions for you by fax, phone, or electronically.

Doctors: Fax to 1-800-379-7617, call 1-800-379-0092, or submit electronically

When faxing prescriptions to RightSourceRx, doctors need to fill out the Physician Fax Form. RightSourceRx can only accept fax orders from a doctor.

Physician Fax Form: (80 KB) Download PDF; English | Spanish

Customers: Mail to RightSourceRx, P.O. Box 29200 Phoenix, AZ 85038-9200

Mail in the original paper prescription, a Registration and Prescription Order Form, and payment information. Please include your name, date of birth, Humana ID number, and shipping address on the back of each prescription. Don’t forget to include your payment. Check MyHumana or your benefit materials for mail-order copayment amounts.

Registration & Prescription Order Form: (80 KB) Download PDF; English | Spanish

Q: Can I fax my prescription to RightSourceRx?

A: No, RightSourceRx can only accept prescriptions by fax from prescribing doctors. Pharmacies aren't allowed to fill prescriptions faxed by patients. You can send original prescriptions to us by mail.

Q: How should I submit a prescription for a controlled medication?

A: Prescriptions for Schedule II controlled substances must be submitted to RightSourceRx by mail only. In addition, some states require prescriptions for Schedule III through IV controlled substances to be submitted by mail only. We cannot accept these prescriptions by fax, even from a doctor. RightSourceRx also may require additional verification, such as your driver's license number, before filling prescriptions for controlled substances. Ask your doctor to identify these medications for you at the time the prescription is written.

Q: Can I request a specific fill date for my new prescription?

A: Yes, just let RightSourceRx know. The policy at RightSourceRx is to fill a prescription order as soon as we receive it, unless noted otherwise. Tell us the specific date you would like us to fill your new prescription in one of the following ways.

By mail: Write the request clearly on your prescription or order form. For example: "Please fill after 01/01/10".
By phone: The Customer Care representative helping you can note this request on your order.
Doctor Fax: Ask your doctor to write your prescription as usual and add your requested fill date to the fax order. For example: "Please fill after 01/01/10."

Q: How long does it take to receive a prescription through the mail?

A: For new prescriptions, please allow up to two weeks to receive your order. When ordering a refill, please allow 5-10 days to receive your medication, depending on the shipment method chosen. If we have to contact you or your prescribing doctor about your order, delivery may take longer.

Q. What if I need my medication right away?

A: Ask your doctor for two prescriptions: one written for a one-month supply that you can fill at a local retail pharmacy in Humana's network; the second written for up to a three-month supply that you can send to RightSourceRx.

Q: Does RightSourceRx need my permission to ship certain medications?

A: Yes. We ask your permission to ship high-cost medications. Your order will remain on hold until we receive your permission. We'll notify you if your order has been delayed and we'll ask for your permission to ship the order. To avoid order delays for high-cost medications, tell the Customer Care representative that you authorize shipments for a particular medication, or for all medications. Please contact Customer Care if you would like to change any of your preferences.

Q: If my medication needs to be refrigerated, how will RightSourceRx ship it?

A: RightSourceRx will send medications that require refrigerated packaging with a cold pack at no additional cost.

Q: Can I have my order shipped overseas?

A: RightSourceRx doesn't deliver internationally. We only deliver to American military bases overseas, the U.S. Virgin Islands, and Puerto Rico.

Q: Will I be notified of my order status?

A: Yes, you'll be notified within three business days. If you have a valid e-mail address on file with RightSourceRx you should receive notification to confirm we received your order and again when your order has shipped.

You can also check the status of your order by going to the "Order History" page of your account online at i>RightSourceRx.

Q: How do I check my order status?

A: There are two ways to find out the status of your order:

Online: Log in to RightSourceRx.com using your MyHumana username and password. Click on Order History to see your prescription history processed with RightSourceRx.
Call RightSourceRx toll-free at 1-800-379-0092, 24 hours a day, 7 days a week. The automated system will ask you what type of caller you are. Identify yourself as an "existing member" and then say "order status." Have your prescription number ready when you call.

Please Note:

Within three business days, members with a valid e-mail address on file with RightSourceRx should receive notification to confirm that your order has been received, and again when your order has shipped.

Q: How do I order prescription drug refills?

A: Choose one of the following ways to order your RightSourceRx refills. For fastest service, order your refills online or by phone.

Go Online: Log in to your RightSourceRx account at RightSourceRx.com using your MyHumana username and password. Select "Order Refill" and then choose the available medications you want to refill. You must enter a credit card for your payment method to complete the transaction online.
We'll call you: For your convenience, RightSourceRx should notify you by phone when a refill becomes available. Follow the instructions and submit your refill order by phone. Then complete the following steps:
- Say "yes" or "no" to each medication name available for refill
- Verify or enter your credit or debit card
- Confirm your shipping address
Call us: Use our toll-free automated system 24 hours a day, seven days a week at 1-800-379-0092. If you have a speech or hearing impairment and use a TTY, call: 1-877-833-4486. Follow the directions and submit your refill order by phone.
By mail: Complete the Refill Order Form enclosed with your last RightSourceRx delivery and send only to the RightSourceRx Phoenix, AZ location:
RightSourceRx
P.O. Box 29200
Phoenix, AZ 85038-9200

Q: When can I order my refill?

A: In general, most prescriptions filled by mail order are available for refill after you use two-thirds, or 67 percent, of your medication. For example: with a three-month supply of medication, you should be able to order a refill after 60 days. Note: Some medications have quantity or dispensing limits that may not allow a refill until after you use three-fourths, or 75 percent, of your medication.

Q: Does RightSourceRx accept returns?

A: In order to comply with certain federal and state laws, and to ensure the integrity of medications dispensed, all RightSourceRx sales are final. So, we can't accept the return of properly dispensed prescription medications for credit or refund.

Q: What should I do with my unused or expired medications?

A: In general, it's recommended that you don't flush unused or expired medications - this can contaminate the water supply. Visit www.smarxtdisposal.net for disposal recommendations. You can also check your prescription information, or use the "Drug Dictionary" tool on RightSourceRx.com for general disposal instructions for your medications.

Q: Will RightSourceRx ever contact my doctor?

A: Yes, RightSourceRx may need to contact your doctor to:

Answer any concerns or questions about the prescription written
Discuss possible drug allergies or interactions with other medications you're taking
Consult with your doctor to find out whether an alternative medication may be appropriate for you

Q: What if my drug requires Prior Authorization (PA)?

A: Humana Clinical Pharmacy Review (HCPR) must approve drugs requiring prior authorization or quantity limits before RightSourceRx can fill the prescription order. Your doctor can call 1-800-555-2546 or fax prior authorization requests to 1-877-486-2621.

Q: Why did I receive a generic medication instead of the brand-name medication my doctor prescribed?

A: Generic medications are usually considered "preferred medications" by your health plan. If a generic substitute is available, RightSourceRx will dispense the generic medication. RightSourceRx will dispense brand-name medications at the request of the member or doctor. This request may lead to a higher cost, depending on your pharmacy benefits.

Q: What's the difference between a brand-name drug and the generic equivalent drug?

A: Only the inactive ingredients such as filler, colors, and flavorings may differ in a generic drug when compared to its brand-name equivalent. These inactive ingredients don't affect the performance or safety of the medication - just its appearance. One reason for the different look is U.S. trademark laws don't allow generic drugs to look exactly the same as a drug already on the market.

Q: Can I authorize another person, such as a caregiver, to discuss or share my medication information?

A: Yes. Before we can discuss your protected health information with another person, you must sign and return the Humana "Consent for Release of Protected Health Information" form. We also may share your health information if you have a Healthcare Power of Attorney document on file with Humana.

Q: How much will my drugs cost at RightSourceRx?

A: RightSourceRx will charge the price according to the mail-order structure of your Humana pharmacy benefits. Use the online pricing tools to estimate the cost of your medication at RightSourceRx. All prices are estimates. The actual cost of your drug is determined at the time it's processed at RightSourceRx. The cost is based on your pharmacy benefits, the specific quantity, strength and dosage of the drug, and the order in which RightSourceRx processes your prescriptions. You can contact RightSourceRx directly if you have any questions.

Q: How do I find out if my drug is covered by my plan?

A: You can find specific drug coverage information several ways:

Review your benefit materials
Speak to a Humana representative using the phone number on the back of your Humana ID card
Log in to MyHumana, your secure Website on Humana.com, and use the Drug Pricing tool located in the pharmacy tools section. Here you can view benefit specific coverage information and review suggested generic equivalents and alternatives. An indicator will also show if the drug requires prior authorization, step therapy, or has a quantity limit.

Q: How do I pay for my order?

A: For orders placed online or with the automated phone system, your payment options include the HumanaAccess® Visa® Debit Card, or any other Visa, MasterCard, Discover, and American Express. For orders placed through the mail, your payment options include those listed above as well as personal check or money order. Don’t send cash. Note: Any returned check fees will be added to your RightSourceRx account balance. Please write your Humana ID number on all checks and money orders.

Q: Does RightSourceRx accept coupons?

A. We're sorry, but RightSourceRx can't accept coupons.

Q: What happens to my order if my account has a credit limit?

A: We'll place on hold any order that exceeds the established credit limit until we receive payment. We'll contact you to arrange for payment, if necessary, before we can ship your order.

Please note: all accounts without a valid credit card on file at RightSourceRx have a credit limit. Consider keeping a valid credit card on file with RightSourceRx to avoid delays.

Q: What are my payment options as a member of a qualified State Pharmaceutical Assistance Plan (SPAP)?

A: If you're a member of a qualified State Pharmaceutical Assistance Program, please contact the program to verify that RightSourceRx will coordinate with that program.

Q: What should I do if my shipping address changes?

A. Please tell us if your new address is permanent or temporary. We can inactivate your old address to avoid incorrectly routing your future orders. We can also store multiple addresses on your account for reasons like: winter homes, children away at school, and extended stays with family. Simply let us know the address and dates by phone so we can make sure your medication arrives to your location.

Q: Why can't I log in to my account at RightSourceRx.com?

A: If you cannot log in to your account at RightSourceRx.com, review the following ideas to troubleshoot the issue.

Have you registered with MyHumana? You will use the same MyHumana user ID and password to log in to RightSourceRx.com. If you haven't registered with MyHumana, just select the "Register Today" button on the RightSourceRx.com home page and follow the instructions to "Register for MyHumana."
Do you currently have a Humana plan with mail-order pharmacy benefits? RightSourceRx mail-order pharmacy is exclusively for Humana members. The RightSourceRx.com website log in process checks your Humana benefits to make sure you are a Humana member with mail-order pharmacy benefits. If you are not with Humana, or you do not have mail-order pharmacy benefits, you will not be able to log in to RightSourceRx.com.
Are you getting an "unavailable error" when you try to log in? Most likely there is high traffic on the website and the system took too long to process your log in request. There is also the possibility that the system is going through scheduled maintenance and cannot process your log in request. We recommend that you come back to RightSourceRx.com at a different time and try again. If you are trying to order a refill, you can use the automated phone system 24 hours a day, seven days a week. Call 1-800-379-0092, TTY users call: 1-877-833-4486.

Still having trouble logging in to RightSourceRx.com? Customer care representatives are available to assist you Monday - Friday: 8:00 a.m. - 11:00 p.m., Saturday 8:00 a.m.- 6:30 p.m., E.S.T.

Q: Why do I receive the RightSourceRx privacy notice every year?

A: All active Humana members who have used RightSourceRx pharmacy will be sent the privacy notice annually. You can help reduce paper use by accepting the terms of the RightSourceRx privacy notice online instead of receiving the paper notice by mail. The first time you log in to RightSourceRx.com, the notice will appear for your acceptance before you can continue with the Website. The notice will appear again online one year from the date you accept.