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FAQs

UltimateRx Frequently Asked Questions

We've made it simple for you to find important information about our website's products and services. Below is a useful list of the most frequently asked questions by our customers. If the FAQ does not answer your questions, please contact one of our helpful customer service representatives at (800) 713-5049.


Prescription Ordering

No Additional Fees

Shipping

Payment

Log-In/Password Retrieval

Prescription Ordering

Is this legal and safe?

When you buy from UltimateRx Online, you can rest assured that you're dealing with a US-based online facilitator who works with state-licensed physicians and pharmacists in the US. Our online pharmacies only dispense FDA-approved, brand-name medications, and they are safe. Our online pharmacies began in 1998 when U.S. doctors began working with rural clients over the phone and the Internet. Prescriptions written based on a physician's review and filled via an online electronic format have long been a legal way to dispense a variety of medications for a variety of conditions.

There is a risk when you buy online medications from companies that aren't based in the United States, or from companies that sell "non-genuine" versions of FDA-approved, name-brand medications. These medications are frequently described by foreign companies as "generic" versions of name-brand medications sold in the United States, but they are illegal in the United States and often contain different ingredients/dosages found in the FDA-approved, brand-name medications. This means "non-genuine" medications made outside the U.S. may be ineffective and harmful to your health.

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Is my information ever shared with anyone?

No. An SSL (Secure Socket Layer) and the highest level of encryption available to us protect your personal information. The data is then entered into a database that is only accessible to the physician who is reviewing your case. The only time we access your data is to answer your questions, and we will only see basic information such as your name, address, and phone number. Unless required by law, we do not sell, rent, or otherwise share your personal information with third parties for any reason.

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How does the online consultation work?

Online consultations, which are part of the growing trend of telemedicine, use the Internet to improve patient access to physician care. The patient does not receive a traditional physical examination from the physician but instead fills out a secure online questionnaire to communicate with him or her. However, for your safety, we do require that you have had a recent physical exam before we consider your medication request. Although online consultations will never replace traditional medicine, they do provide a way for patients to receive treatment for a limited number of conditions that may not require an immediate physical exam in certain circumstances.

If the prescription is approved, the doctor will write it and send it to the pharmacy electronically via our secure system. A state-licensed pharmacist will fill your prescription and ship it to you via FedEx or the US Postal Service. A copy of your prescription, a receipt, and documentation of your medication's usage, dose, and precautionary information will all be included in your package. After you receive your medication, you will be provided the contact information for the pharmacy in case you have any questions.

All medication is obtained from a reputable pharmaceutical wholesaler or directly from the manufacturer, ensuring that you receive the same high-quality medication as you would at your local pharmacy. Only FDA-approved, brand-name medications are available.

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How can I make sure I'm recieving the real thing?

On the medication bottle or pill card package, there is a lot number. You can call this number to ask the manufacturer when and where the product was made, as well as the expiration date, which is printed on all of our dispensed medications. If customers have questions for our physicians or pharmacists, they can call us at 1-800-990-9681.

Be wary of companies that aren't based in the United States, as you might end up with "fake" pills that are marketed as "generic" versions of FDA-approved brand-name drugs. These foreign "generic" versions of FDA-approved brand-name drugs are illegal in the United States because they contain unknown ingredients that may not only be ineffective but also dangerous to your health.

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What prescription medications do you provide online?

Please view our product pages to see the prescription items we sell. Our team of physicians and pharmacists focus their expertise in the areas of Male Erectile Dysfunction Treatment, STD Treatment, and Hair Loss Treatment.

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How does the order process work?
  1. Find the Medication(s)
    1. Medications are located in the center of the homepage and are listed by categories
    2. View the medication pricing list by clicking on "Product Pricing" at the top-left of the homepage
    3. Add the item(s) to your shopping cart
    4. * You may order more than one medication per transaction
  2. Create a Member Account
    1. If you do not already have an account, fill out the patient contact information page
    2. Enter all required information, including a functional e-mail address, and your password. It is beneficial to you to enter your functional email address as your order confirmation and important discount offers will be emailed to you.
    3. * You can track your order history and edit your account profile
  3. Online Consult
    1. Complete the online medical questionnaire and one of our contracted licensed physicians will review the results with you during a HIPPA compliant video and or audio consult where you will be notified if you qualify for a prescription.
    2. * There is never a processing charge or annual fee to use our services
  4. Re-Orders
    1. Log in to your existing account with your email address and the password you picked for yourself. You may also call 1-888-292-0991 and talk to the web support team if you have questions or would like us to take your order over the phone in just a few minutes. Our customer support staff is available Mon-Wed: 6 a.m. to 8 p.m., Thu-Fri: 6 a.m. to 7 p.m., and Sat: 7 a.m. to 5 p.m.
  5. Pay by Credit Card or Money Order
    1. We accept Visa, MasterCard, American Express, and Discover
    2. You may also utilize money order
    3. * We are PCI-DSS compliant and use the latest encryption software to keep your information secure.
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Is the patient verification process easy?

Processing partner Secure Medical uses IDology's ExpectID® age and address verification service to identify the valid age and current address from our online and toll-free customers. ExpectID® uses its patent-pending the process of accessing thousands of data sources that contain billions of public records to return an ID validation. This service is specifically designed to validate and protect your identity while maintaining consumer privacy when processing transactions. As part of Secure Medical's online customer validation process, we also make contact with prospective patients by phone to ensure the validity of an online order.

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What happens once you recieve my order?

A physician licensed in your state will review your completed online medical questionnaire and discuss the results with you during a HIPPA-compliant video or audio eVisit consult, during which you will be informed if you qualify for a prescription. If the prescription is approved, the doctor will write it and send it to the pharmacy, where it will be filled by a state-licensed pharmacist and sent to you via FedEx or USPS.

A copy of your prescription, a receipt, and documentation of your medication's usage, dose, and precautionary information will all be included in your package. After you receive your medication, you will be given contact information for the pharmacy in case you have any questions.

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Do I have to complete an online consultation to process my order?

Any new customer placing their first order will be required to have one of our State Licensed Physicians review their medical history and provide an Audio or Video consultation, depending on their location. You will not need another if you are a returning patient who has been reviewed and approved by one of our physicians within the last 365 days.

Audio or Video call with our Physician.

Before any medications can be shipped to you, all new and returning customers whose last order was more than 365 days ago must have a HIPAA compliant Video and/or Audio consultation with one of our State Licensed Physicians. All original prescriptions are valid for 365 days, and a Patient may reorder as many times as necessary during that time.

RingCentral Meetings Mobile App
Under Meetings Mobile App, click Download on the App Store for iOS or Get it on Google Play for Android. Download the RingCentral Video Meetings app from the iTunes App Store for iOS or on Google Play for Android.

RingCentral Meetings for Desktop
From your online account, click the Tools tab, and click Meetings. Under Meetings for Desktop, click Download for Mac or Download for PC, depending on your type of desktop. The app will begin downloading in your browser.

Join your HIPAA compliant HD video consultation using any computer (PC, Mac®, or Chrome™), tablet (iPad® or Android™), or smartphone (iPhone® or Android).

To be ready for your required online consult, please first download and install the RingCentral Meeting App for your Desktop, Tablet, or Smartphone using the link below: https://www.ringcentral.com/apps/? compatibility=ringcentral&q=meetings

States that require a HIPAA compliant Video Call with a State Licensed Physician:
We currently have Licensed Physicians in the following States to provide a HIPAA compliant Video Call. AK, HI, IA, ID, IL, KY, LA, ME, MN, MS, NC, NM, NV, OK, RI, SC, VT, WA, WV, WY.

States that require a HIPAA compliant Audio Call with a State Licensed Physician:
We currently have Licensed Doctors in the following States to provide a HIPAA compliant Audio Call. AA, AE, AL, AP, AR, AZ, CA, CO, CT, DC, DE, FL, GA, IN, KS, MA, MD, MI, MO, MT, ND, NE, NH, NJ, NY, OH, OR, PA, SD, TN, TX, UT, VA, WI.

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Can I Speak with a Doctor?

Yes, all patients who have been issued a prescription are able to contact their prescribing Doctor with any follow-up treatment questions or health concerns. Please contact our customer care support at 1-800-990-9681 X450 to set up an appointment.

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No Additional Fees

Are there any hidden fees I should know about?

No, our physicians and pharmacies do not charge any additional fees, ever. There is never a consultation fee, processing fee, or any other type of fee associated with your treatment. You will be charged only for the cost of the medication you purchase. You can be certain that there will never be any hidden charges on our website.

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Is there a membership fee?

As mentioned above, we only charge for the cost of medications, we include the Doctor's consult, prescription, and free USPS shipping.

All customers are considered to be members of our website, and customers can take advantage of weekly specials, as well as quick and easy reordering. You will never have to pay a monthly or yearly membership fee.

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Can I have my script filled at another pharmacy?

A. Yes, we will charge you a $125.00 processing fee if you choose to fill your prescription at a pharmacy outside of our network. At UltimateRx, we factor in the cost of your physician consultation, medical records, and pharmacy dispense fees when calculating the price of your prescription. Our partner pharmacies, Omro Pharmacy, Omro WI (920) 685-5041, and Specialty Medical Drugstore Southgate KY 1-888-795-5826, can also deliver your medication free of charge in a discreet package to your home, office, hotel, PO box, or FedEx location.

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Shipping

Is there a shipping cutoff? If so, what time?

Because we have a corporate policy of shipping all orders within 24 hours of receipt, our customers get their medications quickly. Orders received before 3 p.m. MST are usually processed and shipped the same day unless additional information from the patient is required. This could be due to an incorrect address, a missing apartment number, or incorrect postal codes, among other things. Additionally, any additional communication between the patient and the doctor or pharmacist (regarding health and medical follow-up), as well as circumstances beyond our control, may cause the time it takes to process/ship an order to be extended. Our goal is to provide same-day service, but this is not a guarantee.

If you order online before 3 p.m. MST, and you want your order to arrive the next day, please call our customer service department immediately after you place your order online. We confirm all online orders via phone, and your direct call to us will help expedite the processing and shipment of your medication.

At the time of your order, you may select overnight, 2-day, or priority shipping (typically 3-5 days). Please note that express shipping is calculated from the time the order is picked up by the carrier, not from the time the order is placed with us. Please remember that carriers consider Sundays and holidays as non-business days, so they will not make pickups or deliveries on those days.

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Can I ship to a PO Box or military (APO/FPO) address?

Yes, we ship to APO/FPO addresses.

For shipments to military addresses, domestic packages typically arrive in 3 to 7 days, but please allow up to at least two weeks depending upon your location, especially for overseas shipments.

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Can I pick up my package at a FedEx shipping location?

Yes. If you cannot sign for the package when it arrives at your home or business, you may opt to have FedEx ship the package to one of their FedEx shipping locations, where you can pick it up. Our customer service team can help you locate a FedEx shipping location, or you can type in your zip code at www.FedEx.com to find a location. Be sure to select a "Hold-At" facility or a Fed Ex Office/Fed Ex Kinkos location. Fed Ex will hold a package for up to 7 days at a pick-up location.

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Is international shipping an option?

No, UltimateRx is based in Arizona, and we only ship to the US.

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Do I need to sign for the package?

Yes. All packaged medication requires an adult signature, so an adult must be available to sign at the time of delivery/pick-up.

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Does the packaging show what's inside at all?

No, your privacy is important to us. Our packaging does not refer to the contents of the shipment, and you will not find an invoice or packing slip on the outside of the package.

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Can I cancel my order?

By calling 1-888-292-0991, you can cancel your order before it is shipped. We will cancel your order if it has not yet shipped. Due to government regulations regarding the return of medications, you cannot cancel an order once it has shipped.

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How do I keep track of my package?

Order tracking numbers will be provided for all shipments. To track a shipped order, please go to Fedex or USPS and provide your tracking number. For more specific information, call our customer service department at 1-888-292-0991.

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What happens if I can't sign for the package?

If you decide to ship via the United States Postal Service (USPS), they will leave a notice, in your mailbox or attached to your door, with instructions for where to pick up your package. USPS will hold these packages for up to 14 business days. You may also contact USPS at any time at 1-800-275-8777 to locate your item. You may also visit the USPS website.

If you decide to ship via FedEx, please note that FedEx will make 3 separate delivery attempts for you. If you are unable to receive your package, you may contact FedEx at any time with your tracking number at 1-800-463-3339 to find out where your package can be picked up. Or you can visit the FedEx website.

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Can I return the medication?

Under certain circumstances, medication that has not been opened or tampered with can be returned if you contact us within 24 hours of receiving your package. Please call us for a return confirmation approval number if the product was delivered to the wrong address or you received the wrong product. Returns must be sent in their original packaging, including all paperwork and documentation. A restocking fee and/or shipping fee may be applied to returns. If you have any questions about a return or package refusal, please contact us at 1-888-292-0991.

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Am I charged if I change the address after it shipped?

Yes. There is a $10 re-route fee for all changes of address once an order has shipped. Please note that only FedEx packages can be re-routed. U.S. Postal Service packages cannot be re-routed and we must wait until they are returned to us before we can reship to the correct address.

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Where are your pharmacies located?

Secure Medical contracts with NABP and Legitscript licensed USA pharmacies. All information about this pharmacy will be in your package at the time of receiving the package. Omro pharmacy 328 E Main St, Omro, WI 54963, Specialty Medical Drugstore 525 Alexandria Pike Southgate, KY 41071, Healthwarehouse 7107 Industrial Rd. Florence, KY 41042

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Payment

What payments methods are accepted?

We accept Visa, MasterCard, American Express, and Discover credit cards, as well as money orders. The transaction on your billing statement may appear as OurDoctor or UltimateRx. Your Card will not be billed or processed under any other name. Please call 480-505-5735 if you have any questions about your purchase. Ordering is completely secure. See our Privacy and Security Policy for more details. More information about money orders is included below.

Money Orders

If you choose to pay with a money order, you can mail it to the address below:

UltimateRx.com (c/o - Secure Medical)
5801 S. McClintock Drive Suite 107
Tempe, AZ 85283

Be sure to include the following on your money order:

  • Make it payable to: Secure Medical
  • Include your Order ID and phone number in the memo line

 

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Log-In/Password Retrieval

How can I reset my password?

Your username is the email address you used to sign up for an account with us. Follow these simple steps if you know your username/email address: On every page of this website, look for the account log-in box. You'll see the words "Forgot Password" near that box. That link should be followed. Enter your username/email address on the following page. If you provide the correct email address, we will send your password to that address right away.

If you are unsure which email address you provided when you opened your account, please call our customer service department during business hours to receive a temporary/new password.

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