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
- How do I contact Ardon Health?
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
- 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.
For urgent questions about your medication or health that require immediate clinical assistance, we are available 24 hours a day, seven days a week. You can call an Ardon Health pharmacist anytime at 855-425-4085.
- 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
- What services can I expect to get from Ardon Health?
We look forward to supporting you along your health journey.
Our friendly staff can help you:
- Better understand your treatment and health condition
- Get your medications
- Bill your health insurance
- Find financial and copay assistance, if available
- 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. We may need to contact you to confirm your insurance information. Once approved, we will contact you to arrange the delivery of your prescription.
- 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 is a prior authorization (PA)?
Health insurance plans often require a prior authorization (PA). This helps ensure that a prescribed specialty medication is appropriate for you. Your doctor may be required to submit more details about your prescribed medication and treatment plan.
- How does the PA process work?
Your provider will need to send your health insurance plan details about why your medication is medically necessary. Once the required clinical information is submitted, 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 that may help 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. 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, before each medication is shipped.
- How do I find out the status of my ordered prescription?
Call us at 855-425-4085. A patient care advocate can give you details about your prescription order.
- Will I get a generic prescription?
Your prescription may be filled with a generic equivalent if one is available. This depends on state law and the U.S. Food and Drug Administration (FDA) equivalency rating. If you have any questions or concerns, please contact an Ardon Health pharmacist. Below are some helpful links about generic drugs from the FDA:
- How long does it take to receive my prescription?
Following approval of payment by your insurance provider, we will contact you to schedule delivery of your medication. Once scheduled, it typically takes 24 hours to get your medication delivered.
- What days of the week do you ship prescriptions?
Our pharmacy ships medications 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 medication shipment?
Delivery 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 not use your email address for anything else. You can also call a patient care advocate to get up-to-date tracking information.
- What if the delivery of my medication is delayed?
Ardon Health takes steps to prevent delivery delays, whenever possible. If your medication does not arrive as expected, give us a call. We will work through available options to ensure you get your medication as soon as possible.
- What should I do if I have concerns once I've received my medication?
Call us at 855-425-4085. We will connect you with one of our pharmacists.
- What if I have a bad reaction to my medication?
If you have a medical emergency, call 911. If you have any negative effects from your medication, contact Ardon Health or your prescribing physician right away. Before you start taking a medication, you can work with our pharmacists to better understand dosage and potential side effects. Our pharmacists are available to provide counseling and guidance in the event you experience any side effects. Learn more by visiting our web page on patient support programs, or call us at 855-425-4085 with any questions.
- 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 does not carry the medication you need. They will also connect you with a pharmacy that has your prescribed medication in stock. We will work to 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 at 855-425-4085. We will connect you with one of our pharmacists. They will arrange your prescription transfer and help with your transition of care.
- What if there is a recall on my medication?
An Ardon Health pharmacist will contact you if there is a recall on your medication that could impact your health. They will 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 a qualified pharmacist to help you better understand your medication and condition. We also have many educational materials to help you learn about these topics on your own. We are happy to walk you through these materials if you need help. Feel free to ask a patient care advocate for help anytime.
- Are there more services that can help me communicate or get care?
Yes, Ardon Health can connect you with free services and tools to help you communicate your needs and understand your medication. Resources include 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.
- How do I coordinate receiving my medication in the case of a natural disaster?
In the event of a natural disaster, call Ardon Health. We will help coordinate your care. We are here to help you address concerns that may come up during a disaster, such as medication storage, receipt and administration. If you have a medical emergency, call 911. The American Red Cross website has some helpful resources so you can be prepared should a natural disaster or other emergency occur.
- What is the Patient Care Program?
Ardon Health’s Patient Care Program provides you with complete support that goes beyond filling a prescription. This program is available to all patients at no extra cost. It only requires your time and participation. We want to be part of your whole health journey. 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.