FAQ

Where is my prescription?
  • You can easily check the status of your home delivery order using the member portal.
  • The Order Status and History page displays all current and past orders with their status – submitted, processing or shipped.
  • Once an order has shipped, the tracking number is available on this page.
Where should my doctor send my prescriptions for the home delivery pharmacy?
  • If you’re already registered, have your doctor submit your prescription by:
    • ePrescribe to CastiaRx, NABP#: 2611590, NPI#: 1285737411.
    • Fax to CastiaRx at 877.649.1910. The fax must include a fax cover sheet from the prescriber’s office.
    • Mailing the original prescription to CastiaRx at 701 Emerson Road, Suite 301, Creve Coeur, MO 63141.
  • If it’s your first time using CastiaRx Home Delivery, complete and submit the registration form or call 866.516.1121.
    • Once you’re registered, we will contact your doctor for a 90-day prescription with refills.
When should I order my refills for home delivery?
  • It’s time to order refills when you have a 10-14 day medication supply still on hand. Choose from three fast and easy options:
I am no longer taking this medication, how do I get off autofill?
  • Auto refill can be turned off on the member portal or online ordering system. You may also contact the call center to discontinue auto refill via phone.
Where can I find receipts for my FSA or HSA card provider?
  • A full pharmacy receipt is included in your home delivery shipment, which can be used for reimbursement.
  • An Explanation of Benefits (EOB) can be printed using the member portal. Simply login or create an account and choose Rx Claim History.
How do I update my payment information?
  • Payment information can be provided on the registration, refill or auto refill forms and can be authorized to remain on file. You may also provide your information over the phone with a representative.
Why am I receiving a bill when I’ve provided my credit card number?
  • For your credit card to be charged automatically, you must authorize it to remain on file with CastiaRx. If not authorized, you will need to provide it for each refill.
  • Your receipt may have been printed prior to your card being charged.
I was an NPS or LDI portal user and now I can’t log in. What should I do?
  • Former NPS Member: If your insurance card shows the CastiaRx logo, you now have access to the CastiaRx Member Portal. Since this is a new system, you will need to re-register for the portal.
  • Former LDI Member: If you already registered for a new portal account (on or after February 23, 2018), click here to log in or reset your username or password.
  • Need to register for the member portal? Click here to create an account.
What is your mailing address?
  • Home Delivery or Specialty Pharmacy: 701 Emerson Road, Suite 301, Creve Coeur, MO 63141.
  • Pharmacy Claims: 701 Emerson Road, Suite 301, Creve Coeur, MO 63141.
  • EOB or HIPPA forms: 13660 California Street, Omaha, NE 68154.
My prescription was rejected at the pharmacy. What should I do?
  • Contact the Member Services phone number on your insurance card or call 866.516.3121.
How can I track the status of my prior authorization (PA)?
  • An episode of coverage (EOC) number is created for every PA. When a PA is requested, the EOC number will be provided to the person who creates the request.
  • The status of a PA request can be tracked using the EOC number or you can call CastiaRx and our team will assist you.
  • Prior authorizations can take up to 72 hours to be completed, but may be delayed if additional information is needed.

Questions?

Our Customer Care Associates are here to help you get the most value from your pharmacy benefits. Contact Member Services 24 hours a day, 7 days a week.

Email: MemberServices@CastiaRx.com
LDI members: 866-516-3121
NPS members: 800-546-5677 // TTY: 866-706-4757
Not sure? Reference your ID card for the correct phone number.