In light of the events and the continued restriction of all flights, Merck-Medco's mail order delivery took immediate action to address the problem of delivery disruption. Below are steps taken by Merck-Medco and some Q&A's:

1.  Those members who required overnight delivery or had time/temperature sensitive drugs are or have been contacted by phone.

2.  Those that were considered "emergency" fills are also being called and directed to a local retail pharmacy.  Merck-Medco pharmacy services area is also working with retail pharmacies to assist in temporary supply overrides. 

3. Orders are being held in Merck-Medco's manifest area until such time as airports are open and operational or until ground transportation can be arranged.  This way the prescriptions are kept under their control (rather than at the airport cargo holds or shipping docks) until they can be shipped.

4. Due to federal flight restrictions, Merck-Medco is working with their mail delivery partners--the USPS, and UPS-- to provide ground transportation delivery.  Because of this, members may have to wait longer than usual to receive their medications.

5.  All of Merck-Medco home delivery pharmacies and call centers are operational and servicing members. 

6.  After airports are operational, Merck-Medco will be increasing their productivity over the weekends until production is back to normal. 

Q&A:

Q: I've not received my medication and I'm down to my last pill. What should I do?

A: Merck-Medco can arrange with your local pharmacy to allow you to obtain a few days supply of meds. (Please note that there is a 4 day no override window after the med is filled at the home delivery facility and if you have difficulty in overriding the claim, please contact Merck-Medco client service team at 1-800-316-9182 for assistance. )

Q: How much will it cost for me to pick up the limited days supply of my medication at my local pharmacy?

A: There is no charge for your medication.

Q: Is there a number for me to call to check on the status of my order?

A: Yes, the number to call is 1-800-626-6080