Frequently asked questions
Want to learn more about our enhanced pharmacy services? This page answers some of the most common questions we hear from patients. If you still need information, feel free to contact us anytime.+ Show all answers
- When is Ardon Health open?
Our regular business hours are:
Monday through Friday, 8 a.m. to 7 p.m. PT
Saturday, 8 a.m. to 12 p.m. PT
Closed Sunday and all major holidays
- How do I contact Ardon Health?
- Please call us toll-free at 855-425-4085. After hours, you may leave a message and a patient care advocate will contact you as soon as possible. You are always welcome to visit our website at ardonhealth.com.
- For urgent questions about your medication or health that require a clinician's assistance, please call an Ardon Health pharmacist toll-free at 855-425-4085, 24 hours a day, seven days a week.
- Please call us toll-free at 855-425-4085, or fax us toll-free at 855-425-4096.
For mailings, please use the following address:
PO Box 20338
Portland, OR 97294
- How do I order a new prescription?
To order your first prescription through Ardon Health, please have your physician send us your prescription electronically or by fax at 855-425-4096. To fax in your first prescription, your doctor can complete an enrollment form and fax a signed copy to us.
Ardon Health will arrange payment approval from your insurance provider, which typically takes 24 hours. We may need to contact you to confirm your insurance information. Once approved, we will ship your prescription to ensure that you receive it before your existing medication runs out.
- How do I refill my prescription?
An Ardon Health patient care advocate will automatically contact you a week before your medication runs out. We will work with you to coordinate the best day to deliver your medication.
If you run out of medication before we call, or if you want to order your refill ahead of time, please call us toll-free at 855-425-4085.
- What if I run out of refills or my prescription expires?
Don't worry; we'll take care of it. A patient care advocate will contact your physician to request a new prescription before your refills run out or before the prescription expiration date.
- What if I have a bad reaction to my medication?
If you have any negative effects from the medication you were given, please contact your prescribing physician right away.
Before you start taking a medication, you can work with our patient care advocate to better understand dosage and potential side effects. Learn more by visiting our web page on patient support programs, or call us toll-free at 855-425-4085 with any questions.
- How long does it take to receive my prescription?
Following approval of payment by your insurance provider, it typically takes 24 hours to receive your medication. If the approval processing time takes longer than 24 hours, we will notify you about your options so you don't go without your medication.
- What if the delivery of my medication is delayed?
An Ardon Health patient care advocate will immediately let you know if there are any issues that may delay the delivery or your medication. Sometimes gaining authorization for coverage by your insurance company can delay delivery.
We want to help you get the medication you need as quickly as possible. Our patient care advocate will work with you and your physician to shorten the authorization process.
- What days of the week do you ship prescriptions?
We ship medications to patients Monday through Thursday.
- Do I have to pay to have my prescription shipped?
No. We can deliver your medication to all 50 states at no additional charge to you.
- How can I track my shipped medication?
Shipment tracking is available through email notification. Just provide Ardon with your email address and we will set you up for email shipment notifications. We will use your email address only for shipment notifications. You can always call Ardon and a patient care advocate can provide you with tracking information.
- What is a prior authorization (PA)?
Health insurance plans often require a prior authorization (PA) in order to ensure that a prescribed specialty medication is appropriate for you. Your doctor may be required to submit additional information regarding your prescribed medication and treatment plan.
- How does the PA process work?
Your provider will need to send your health insurance plan supporting information explaining why your medication is medically necessary. Once your provider submits the required clinical information, your health insurance plan can take up to seven business days to make a decision.
- How much will my prescription cost?
Feel free to call us toll-free at 855-425-4085. A patient care advocate will be able to tell you your out-of-pocket costs once the prescription is approved by your insurance provider.
Ardon Health will help you find assistance. We can help connect you with available support programs and charitable organizations that may provide aid to make your prescription more affordable. To learn more, please visit our Advocacy groups page.
- How can I pay for my prescription order?
You can pay for your prescriptions by credit card or by setting up your account to support electronic debit payments. We also accept checks. We do not accept cash or money orders. A patient care advocate will confirm payment with you during the scheduling process and in advance of each completed order and shipment.
- How do I find out the status of my ordered prescription?
You can call us toll-free at 855-425-4085. A patient care advocate can give you information on your ordered prescription.
- Will I get a generic prescription?
Your prescription may be filled with a generic equivalent if one is available, depending on state law, U.S. Food and Drug Administration (FDA) equivalency rating and in accordance with company policy. If you have any questions or concerns, feel free to contact an Ardon Health pharmacist.
Below are some helpful links about generic drugs from the FDA:
- How can I safely dispose of my unused or expired medications?
It is important to responsibly dispose of any unused or expired medications. The U.S. Food and Drug Administration outlines ways to safely dispose of your medications. Visit the Drugs section at www.fda.gov/Drugs/ResourcesForYou/Consumers to read about the importance of safe medication disposal practices. You can also learn more by reading the handouts in your Ardon Health welcome packet.
Please visit the Dispose My Meds website at disposemymeds.org to find a medication disposal program near you.
- What happens if my drug is not available at your pharmacy?
A patient care advocate will let you know if Ardon Health is out of, or doesn't carry, the medication you need. He or she will also connect you with a pharmacy that has your prescribed drug in stock. We will make sure that you get your medication in a timely manner.
- How do I transfer a prescription to another pharmacy?
If an alternate pharmacy is selected by your health plan, or you require services from another pharmacy provider, please call us toll-free at 855-425-4085. We will connect you with one of our pharmacists who will coordinate your prescription transfer and assist in your transition of care.
- What should I do if I have concerns once I've received my medication?
Please call us toll-free at 855-425-4085. We will connect you with one of our pharmacists.
- What if there is a recall on my medication?
If there is a recall on your medication, an Ardon Health patient care advocate will notify you and walk you through what to do next.
- How can I learn more about my medication or condition?
Give us a call. We will connect you with our qualified clinicians to help you better understand both your medication and condition.
We also have many education materials to help you learn about these topics on your own time. We are happy to walk you through these materials if you need help. Feel free to ask a patient care advocate for assistance anytime.
- How do I coordinate receiving my medication in the case of a natural disaster?
In the event of a natural disaster, call Ardon and we will help coordinate your care. If you are experiencing a medical emergency call 911.
- What is the Patient Care Program?
The Patient Care Program provides you with extensive support that goes beyond filling a prescription – and it comes at no extra cost to you. We want to be part of your whole health journey, and that means walking you through your condition and medication. By helping you fully understand your therapy and connecting you with the right advocacy groups and programs, you are one step closer to taking charge of your health.
To learn more, please visit the Patient Support programs page, or call us toll-free at 855-425-4085.
- What if I have a disability that makes it hard to read or understand information about my medication or my care?
Please call Ardon and we will assist in connecting you with free services and tools that can help you understand your medication and your care. Resources include, but are not limited to, a sign language interpreter, a prescription reader or a talking label.
- What if English is not my primary language?
If your primary language is not English, Ardon can provide you with free language assistance services to help you understand your medication and your care.