Pharmacy and Medication Delivery Policy

1 What this policy covers

This policy explains how prescriptions, pharmacy selection, medication charges, insurance processing, refills, and delivery work with TeleHeadache. TeleHeadache LLC provides the platform and administrative services and clinical care through authorized clinicians. Licensed pharmacies dispense medications and may arrange delivery. TeleHeadache is not a dispensing pharmacy.

Medication costs are separate from membership. A clinical assessment does not guarantee a prescription, insurance approval, or delivery by a particular date. This policy does not replace your clinician’s treatment instructions, the medication label, or counseling from your pharmacist.

2 Independent prescribing decisions

A licensed clinician decides whether medication is appropriate after reviewing your health information. The clinician may request further information, recommend a video or in-person evaluation, prescribe a different treatment, or determine that no medication should be prescribed through TeleHeadache. Our treatment model is limited to noncontrolled medications.

Paying for membership, requesting a particular medication, or having taken that medication previously does not require a clinician to prescribe it. The medication, dose, quantity, number of refills, and follow-up requirements depend on individual clinical judgment. Insurance preferences do not replace that judgment.

3 Choosing a pharmacy

When a prescription is approved, you may request that it be sent to a licensed pharmacy of your choice, including a local or regular pharmacy. Jaxx Pharmacy and Lake Pharmacy are our preferred options because they help coordinate prior authorizations with our clinical team and offer medication delivery. You are not required to choose either pharmacy. Insurance approval, medication availability, cost, and delivery timing are not guaranteed.

Preferred pharmacy details and contact information

Practical limitations can include the pharmacy’s license and service area, medication availability, manufacturer distribution restrictions, insurer network requirements, and the pharmacy’s ability to dispense the prescribed product. Tell us if your plan requires a particular pharmacy or if you prefer local pickup. We will explain known limitations and help identify an available pathway. We cannot require a pharmacy to stock, accept, or dispense a prescription.

If you want to change pharmacies after transmission, contact the receiving pharmacy and notify our care team. A lawful transfer or a replacement prescription may be necessary. Confirm that any earlier fill has been stopped where appropriate so that duplicate medication is not dispensed or billed. A pharmacy change can restart insurance or fulfillment work.

4 Pharmacy responsibilities and communications

The dispensing pharmacy performs its own prescription review and is responsible for dispensing, labeling, medication counseling, pharmacy billing, and its fulfillment arrangements. It may contact you directly to verify information, discuss cost, obtain payment or delivery instructions, and answer medication questions. Use the contact details on your pharmacy label or receipt.

Respond to requests from the pharmacy and care team. A prescription may remain unfilled while information or your approval is missing. Tell us if you cannot reach the pharmacy or if an access problem remains unresolved. Describing the pharmacy’s role does not remove TeleHeadache’s responsibility for its own clinical care, coordination commitments, or conduct.

5 Medication charges and payment

TeleHeadache membership pays for the services described on our Pricing page. It does not purchase medication or include medication copays, deductibles, coinsurance, cash prices, or pharmacy delivery fees. Any video-visit charge is also separate from pharmacy charges.

Before agreeing to a fill, ask the pharmacy for the amount you must pay, any shipping charge, and whether the quote uses insurance or a cash-payment arrangement. Price estimates may change if coverage, quantity, product, or delivery arrangements change. Direct questions about a pharmacy charge to the pharmacy; direct questions about a TeleHeadache charge to our support team.

Eligible uninsured patients may use TeleHeadache and pay the pharmacy’s cash price. Some medications may be expensive. Ask your clinician about clinically appropriate alternatives if a proposed medication is unaffordable. A lower-cost option or assistance program may be unavailable, and no particular price is promised.

6 Insurance prior authorization and assistance programs

Using medication insurance at a pharmacy does not mean TeleHeadache bills insurance for membership. The pharmacy and insurer determine medication coverage under your benefit plan. Requirements may include prior authorization, documented trials of other treatments, quantity limits, a designated pharmacy, or periodic reauthorization.

Medication benefits do not establish eligibility for TeleHeadache membership. Original Medicare, Medicare Advantage, Medicare with Medicaid, and TRICARE For Life cannot use the standard cash-pay membership unless TeleHeadache confirms an approved separate pathway; such a pathway is not guaranteed. Medicaid and other TRICARE coverage require review before enrollment. Tell us about all coverage through an approved secure process. Review insurance and enrollment eligibility

Our care team may supply relevant clinical documentation, and a participating pharmacy may assist with benefit or authorization processing. You may need to provide insurance details, prior records, or other information. The insurer makes the coverage decision. Neither submitting an authorization nor receiving an earlier approval guarantees payment, continued coverage, or a particular out-of-pocket amount. Appeals and exception requests depend on clinical appropriateness, available information, and the applicable process; they are not guaranteed to succeed.

Manufacturer savings or patient-assistance programs have separate eligibility rules, limits, and expiration dates. Some exclude people covered by government programs. Membership does not establish eligibility, and assistance is not assured. Contact the program or pharmacy to confirm its current terms.

7 Availability and substitutions

Supply shortages, discontinuations, distribution rules, or pharmacy inventory can delay access. Tell the care team if your medication is unavailable or coverage is denied. A clinician may consider an alternative when appropriate.

A pharmacy may make a generic or other legally permitted substitution subject to applicable law, the prescription, and any required notifications or patient choices. A request to use a different drug or change the treatment plan may require prescriber approval. If the medication’s name, strength, appearance, or directions are unexpected, ask the pharmacist to verify it before use. Do not assume that a different product has the same dosing instructions.

8 Delivery and pickup

Delivery, when available, is arranged through the pharmacy or its fulfillment service. Confirm the delivery address, contact number, arrival arrangements, shipping fees, and any signature requirement directly with the pharmacy. Tell the pharmacy about travel, address changes, building restrictions, or an inability to receive a temperature-sensitive package. Changing your TeleHeadache profile may not update an order already in a pharmacy’s system.

A clinician’s review timeframe is not a medication-arrival timeframe. Clinical review, insurance processing, dispensing, and carrier transport are separate steps. Weather, holidays, shortages, incomplete information, and carrier disruptions may affect delivery. Tracking estimates are not guaranteed arrival dates. If a delay could interrupt treatment, contact the pharmacist and care team before you run out so that available options can be considered.

9 Receiving and storing medication

Check a delivered package promptly. Verify the patient name, medication, strength, directions, quantity, expiration or beyond-use date, and package condition. Contact the pharmacy if anything appears incorrect, damaged, opened, or unfamiliar. Keep the packaging and relevant photographs while the pharmacy reviews the concern, unless it directs otherwise.

Follow the specific storage directions supplied with your medication. Refrigeration, room-temperature limits, protection from light, and permitted time outside refrigeration vary by product. Do not apply one medication’s storage instructions to another or freeze a medicine unless its instructions require it.

If you suspect unsafe temperature exposure, tampering, contamination, or a dispensing error, contact the pharmacist before using the affected medication. Ask the pharmacist or manufacturer to determine whether it remains usable. Tell your clinician if waiting for advice or a replacement may interrupt treatment; do not independently substitute another drug or take extra doses to make up for a delay.

10 Missing shipments cancellations returns and refunds

Report a missing, incorrect, or damaged shipment to the pharmacy promptly. If tracking says “delivered” but the package is missing, verify the address and contact the pharmacy for investigation and instructions. Notify TeleHeadache when a problem affects your treatment or you need help coordinating a response.

To cancel an unfilled prescription order or shipment, contact the pharmacy as soon as possible. A cancellation request may arrive after dispensing or dispatch. Returning medication for reuse or resale is restricted, and a pharmacy’s safety procedures may limit physical returns. Do not mail medication to TeleHeadache or back to a pharmacy without instructions.

The pharmacy addresses medication-charge refunds, replacements, shipping claims, and billing corrections under its policies and applicable law. There is no blanket promise of a refund or replacement, and this policy does not waive remedies for non-delivery, dispensing errors, defective products, unauthorized charges, or other circumstances where the law provides relief. TeleHeadache membership and video-payment requests are handled separately under our Membership, Cancellation and Refund Policy.

11 Refills membership changes and continuity

Active membership supports refill review and treatment management; it does not authorize unlimited refills or automatic dispensing. A clinician may require symptom updates, safety information, monitoring, records, or further evaluation before approving a refill. A pharmacy may also need an updated authorization or insurer approval.

Request refills before your supply becomes low. Tell the care team about new medications, allergies, side effects, pregnancy or breastfeeding, and significant changes in your health. Do not increase doses or use medication more often than directed while awaiting a refill.

Ending TeleHeadache membership does not itself cancel pharmacy orders, shipments, or a separate pharmacy automatic-refill arrangement. Contact the pharmacy to change those arrangements. Membership cancellation also does not determine whether an existing prescription remains legally valid or clinically appropriate. Our care team can explain transition needs; ongoing prescribing is subject to appropriate evaluation and applicable professional obligations.

12 Medication concerns and urgent symptoms

Read the medication information provided and ask your pharmacist about administration, interactions, missed doses, storage, and disposal. Contact your clinician about side effects, worsening symptoms, or a treatment that is not working. An administrative support message is not a substitute for clinical evaluation.

For a suspected medical emergency, such as serious breathing difficulty or a severe allergic reaction, call 911 or seek emergency care immediately. Do not wait for a portal reply or delivery resolution. TeleHeadache does not provide emergency services. Use an authorized medicine take-back or other recommended disposal method; ask the pharmacist how to handle unused medication, recalled products, and used injection supplies.