Frequently Asked Questions

PHYSICIAN

Q: Where is your pharmacy located?

Imprimis Pharmaceuticals has three pharmacy locations.

Park Compounding
9257 Research Drive
Irvine, CA 92618
(503A Patient Specific Pharmacy)

ImprimisRx NJ
1705 Route 46 W, Suite 6A
Ledgewood, NJ 07852
(503A Patient Specific Pharmacy)

Imprimis NJOF
1705 Route 46 W, Suite 6B
Ledgewood, NJ 07852
(503B Outsourcing Facility)

 

Q: How long does it take to set up a new account?

If you are a healthcare provider and would like to set up an account, you can do so by visiting http://www.imprimisrx.com/formulations/create-an-account/. It typically takes 24-48 hours to set up your account. However, you do not have to wait that long. You can simply provide your full prescribing information when faxing in a completed order form or sending in a complete prescription through your electronic medical record (EMR) system.

If ordering through our 503B Outsourcing Facility, you do not need to set up an account. Please click here to place your order today.

Q: Do I have to set up an account to place my order?

Not necessarily. If ordering through our 503B outsourcing facility, you can order online by visiting http://www.imprimisrx.com/order503b/. If ordering through our patient specific pharmacy, please make sure all appropriate information is included in the fax order form and it will automatically be added by our team. If ordering through your EMR, you can simply look up our pharmacy and place your first prescription.

When requesting a NET30 account, you will need to set up and account by visiting http://www.imprimisrx.com/formulations/create-an-account/ and all required information.

Q: Where do I fax my prescription?

If ordering from our patient specific pharmacy, please fax your completed order form to (855) 405-4669. If you are ordering in bulk from our 503B Outsourcing Facility, please fax your order to (800) 851-7350 or email it to 503b@imprimisrx.com.

Q: Can I email my prescription?

If ordering from our patient specific pharmacy, you cannot email a prescription due to HIPAA policies. If you are ordering in bulk from our 503B Outsourcing Facility, you can email your completed bulk order to 503b@imprimisrx.com.

Q: How do I place a new 503B order?

Please click here to place your 503B order. If you prefer to fax or email your order, please click here to download our order form.

Q: Can I e-scribe medications through my electronic medical record (EMR) system?

Yes. Please click here to download our sample EMR instructions. Please contact us at info@imprimisrx.com if you have any trouble.

Q: What are your hours of operation?

Our customer service is available Monday through Friday from 5:30 am to 5:00 pm Pacific Standard Time.

Q: What is your customer care number?

Our customer care number is (844) 446-6979. Our customer care is available Monday through Friday from 5:30 am to 5:00 pm Pacific Standard Time.

Q: How soon can my patient expect their medication?

Our standard turnaround time is approximately 72 business hours from the time our pharmacy receives the prescription until the time it is shipped out via the method chosen. If a surgery date is involved, the medication will be shipped out a week prior to their surgery date if order is complete with verified shipping address and payment processed. If you have any immediate needs, please feel free to contact our customer care at (844) 446-6979.

Q: Are your products FDA-approved?

Imprimis compounded formulations are not FDA-approved. All formulations are compounded with active pharmaceutical ingredients (APIs) from FDA-registered manufacturers.

Q: What are the storage requirements of your medications?

The storage requirements for our compounded formulations vary based on formulation. Included below are storage requirements for some of our most commonly prescribed ophthalmic formulations.

Topical formulations
– LessDrops formulations can be kept at room temperature
– Total Tears formulations with cyclosporine can be kept at room temperature
– Simple Drops formulations without latanoprost can be kept at room temperature
– Simple Drops formulations containing latanoprost can be shipped at room temperature and then must be stored in the refrigerator

Injectable formulations
– Dropless formulation triamcinolone, moxifloxacin can be stored at room temperature
– Injectables epinephrine, lidocaine and phenephrine, lidocaine will be shipped cold and needs to be stored in a refrigerator

Please contact us at (844) 446-6979 with any specific questions on storage.

Q: What is the cost of your products?

For a full list of pricing, please click here to download our formulation price list.

Q: Can I return my product?

Please click here to read our full return policy in section 18 of the Terms & Conditions page.

Q: Can I charge my patient for Dropless?

No. Dropless formulations have been identified as part of the procedure, which does not allow for reimbursement and does not allow for a patient to be charged separately.

Q: Are your Simple Drops formulations preservative-free? How are they preservative-free?

Yes. All of our Simple Drops formulations are preservative-free. Please click here to see a list of Simple Drops formulations available. All of our formulations come in a Nemera preservative-free bottle that has a one-way air valve allowing for the exclusion of preservatives.

Q: How does my patient obtain refills?

A patient can contact customer care at (844) 446-6979 to request a refill. Patients can also request to be put on auto-refill when they speak to customer care. This will eliminate the need to contact Imprimis for future refills. Their prescription will process and ship automatically on a schedule they prefer.

Q: Do you offer volume discounts?

We do not offer volume discounts. All of our formulations are priced to remain as low as possible for a physician and their patients. Please contact us at info@imprimisrx.com with any questions.

Q: Do you deliver on the weekends?

Our standard delivery does not include weekend delivery. However, if preferred, we can upgrade the shipping option to a Saturday delivery where available. Sunday delivery is not available.

Q: How do I set up a NET30 invoice account?

Please click here to apply for a NET30 account. In order to be eligible for a NET30 account, there is a required total monthly purchase of $2,000 or more. It can take up to 72 business hours to process your application once it is submitted.

PATIENT
Q: How do I contact your customer care team about my prescription?

You can contact our customer care at (844) 446-6979.

Q: How do I pay for my medication?

You can pay for your prescription by contacting our customer care at (844) 446-6979, and press option 1. You may also pay for your prescription by submitting your payment information online at http://payments.imprimisrx.com/. If you need to speak to a live customer care representative, please call during business hours (M-F from 5:30 pm – 5:00 pm Pacific Standard Time).

Q: What is your turnaround time? How long does it take for my order to be processed?

Our standard turnaround time is 72 business hours to process a prescription from the time we receive the prescription until the time it ships if we have all completed information including shipping verification and payment. However, if you need to expedite this prescription for any reason, please contact our customer care team at (844) 446-6979 and we will do our best to accommodate.

Q: Are your products covered by insurance?

Typically our compounded formulations are not covered by insurance. A customer care representative can provide a manual claim form and receipt if a patient would like to submit on their own.

Q: Can I submit a manual claim form to obtain reimbursement for my medication?

Yes. Customer care can provide a manual claim form and receipt to submit to an insurance carrier as well as any FSA or HSA accounts. As a pharmacy, we cannot guarantee coverage by an FSA, HSA, or insurance carrier. Coverage will vary by plan.

Q: Do you take FSA or HSA cards?

Yes. We do accept FSA and HSA cards. However, depending on the carrier, they may not always be accepted. If they are not, a customer care representative can provide a receipt to submit separately for reimbursement. Coverage is not guaranteed and will be determined by plan.

Q: How can I get set up on auto-refill so my prescription comes on a reoccurring basis?

Please contact our customer care at (844) 446-6979 and they can set you up on auto-refill for your prescription.

Q: Is shipping included with the price of my medication?

This will vary based on medication. Please contact our customer care at (844) 446-6979 to inquire about your medication specifically.

Q: Do you deliver on the weekends?

Our standard delivery does not include weekend delivery. However, if preferred, we can upgrade the shipping option to a Saturday delivery where available. Sunday delivery is not available.

Q: What is your customer care number?

Our customer care number is (844) 446-6979. Our customer care is available Monday through Friday from 5:30 am to 5:00 pm Pacific Standard Time.