Frequently Asked Questions
The convenient FAQ's that appear below are here to help you if you have questions regarding any of the EdensRx products, policies or procedures. Answers regarding ordering information, shipping policies, payment options, and much more, are outlined in a list of the most commonly asked questions by EdensRx customers. If you do not find what you are looking for in the sections below, please call one of our friendly customer-service representatives at 1-800-226-0095.
Prescription Ordering
- Are there any concerns about buying prescription medications online?
- Will my medical history and other personal information be kept private?
- How do the online consultations work?
- How do I know that the medication is authentic/name brand?
- What prescription medications do you offer?
- How do I place an order?
- Do you require a prescription to order?
- How does the patient verification process work?
- What happens once my order is placed?
- May I transfer my prescription to another pharmacy?
No Additional Fees
Shipping
- What are your shipping policies?
- Do you ship to a PO Box or military (APO/FPO) address?
- Can I pick up my package at a local FedEx shipping location?
- Do you ship internationally?
- Is a signature required when my package is delivered?
- Is the packaging on my shipment private and discreet?
- What is your cancellation policy?
- How do I track my order?
- What if they cannot deliver my package?
- Is there a return policy?
- Is there a fee for a changing a delivery address after an order has shipped?
Payment
Log-In/Password Retrieval
Prescription Ordering
Are there any concerns about buying prescription medications online?When you purchase from EdensRx.com you may rest assured that you are dealing with a U.S. based marketing company and a medical processing company located in Tempe, Arizona, USA. All operations are based in the USA and employ only licensed USA physicians and pharmacists. The pharmacies only dispense name brand, FDA-approved medications.
There may be risk involved if you purchase online medications from companies that are not based in the U.S., via companies that sell “non-genuine?versions of FDA-approved, name-brand medications. These foreign companies often describe their products as the “generic?version of U.S. name-brand medications, but they are considered to be illegal in the U.S. They often contain different ingredients/dosages than what are found in the FDA-approved, name-brand medications. These “non-genuine?medications that are made outside the U.S. may be ineffective and/or harmful to your health.
Will my medical history and other personal information be kept private?
Absolutely. EdensRx uses an SSL (Secure Socket Layer) and the highest level of encryption available to protect your personal information. Plus, only the physician reviewing your case can access the information contained in our database. If you have a question, our customer service representatives have access to only basic information such as your name, address and phone number. We will never sell, or share, your personal information with third parties for any reason, unless required to do so by law.
How do the online consultations work?
The idea of telemedicine is growing, and online consultations utilize the Internet to improve patient access to physician care. Instead of a traditional physical exam by a physician, the patient completes our secure online questionnaire to communicate with the doctor. However, in order to consider your request for medication and for your safety, we do require that you have received a physical exam in the recent past. Online consultations provide a means for patients to receive treatment for a limited number of conditions that, in certain circumstances, may not require an immediate physical exam. But remember, these consultations can never take the place of a traditional medical exam performed by your doctor.
In developing this new web-based medium for the delivery of healthcare services, our organization is committed to meeting and exceeding current regulations. At EdensRx.com, we only use credentialed, certified physicians that are state-licensed in the U.S. to fill our prescriptions. Also, we only contract highly qualified, state-licensed pharmacists who will provide you with the highest standards of pharmaceutical care. International orders may be filled from a partner pharmacy that is licensed to do business throughout Europe and other countries around the world.
All medications dispensed by EdensRx are obtained directly from the manufacturer or from a legitimate pharmaceutical wholesaler, so you can be sure you are receiving the same quality medication you would receive at your neighborhood pharmacy. We dispense only name brand, FDA approved medications.
How do I know that the medication is authentic brand-name?
All of our medications contain a lot number, which can be found on the pill bottle or pill card (packaging). You may contact the manufacturer with this number to verify where and when the product was manufactured. You can also verify the expiration date, which is listed on all of our dispensed medications. If you have questions for our physician or pharmacist, please contact us at 1-800-226-0095, ext. 450.
Beware of non-U.S. based companies, as you may receive “non-genuine?pills. These foreign companies say the pills are the “generic?version of FDA-approved, brand-name drugs for erectile dysfunction and other conditions, however, many of these drugs are actually illegal in the U.S. They often contain unknown ingredients that may not only be ineffective, but also hazardous to your health.
What prescription medications do you offer?
To see the prescription items we sell, please view our product pages. Our team of contracted physicians and pharmacists focus their knowledge in the areas of Men's Health, Hair Loss, Weight Loss, Smoking Cessation, Flu Prevention, Weight Loss, Sexual Health, Allergies, Skin Care, and Digestion Relief.
How do I place an order?
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Find the Medication(s)
- Medications are located on the left side of the homepage and are listed by categories
- Click on a medication to read information about the product and to see pricing
- Add the item(s) to your shopping cart
- * You may request more than one medication per transaction
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Create a Member Account
- If you do not already have an account, fill out the patient contact information page
- 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.
- * You can track your order history and edit your account profile
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Fill out the Medical Questionnaire
- Answer all Medical Questions ?the physician needs this information to determine whether or not to issue a prescription
- * No Processing Charge
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Re-Orders
- a. Log in to your existing account with your email address and the password you picked for yourself. You may also call 1-800-716-8440 and talk to the web support team if you have questions about this or need assistance. You may also call 1-800-226-0095 if you would like us to take your order over the phone in just a few minutes. Our customer support staff is availableMon-Wed: 6 a.m. to 8 p.m, Thu-Fri: 6 a.m. to 7 p.m., Sat: 7 a.m. to 5 p.m., and Sun: 9 a.m. to 4 p.m. MST.
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Pay by Credit Card or Money Order
- We accept Visa, MasterCard and American Express
- You may also pay with a money order
- * We are PCI-DSS compliant and use the latest encryption software to keep your information secure
Do you require a prescription to order?
Yes, we do require a prescription to order our medications. We offer two options for our valued customers:
1. If you do not have a prescription, we would be pleased to refer you to physicians that are capable of reviewing your medical questions and history and determining if you qualify for a prescription based on your health profile. There is no extra charge for this service.
2. If you already have a valid prescription for this product, complete the online medical questions, then please fax 480-505-5727 or scan and e-mail your prescription to us.
How does the patient verification process work?
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 process to access 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.
What happens once I place my order?
Once you have submitted your information it will be reviewed by a state-licensed U.S. physician, who will either approve or decline your request. If additional information is needed then we will be in touch with you. Once your prescription is approved, the physician will write it and send it to the pharmacy, where it will be filled by a state-licensed pharmacist. Your order will be shipped to you via FedEx or the U.S. Postal Service. In your package you will find a copy of your prescription, a receipt, as well as documentation with the usage, dose and precautionary information for your medication. You will also receive contact information for the pharmacy in case you have any questions after you receive your medication.
May I transfer my prescription to another pharmacy?
You may transfer your prescription to another pharmacy at any time, however there will be a fee associated with the transfer request. We also want to remind you that prescriptions written by physicians associated with this website do not include refill availability at other pharmacies. However, reorder requests for the same medication on this website undergo an additional review by a prescribing physician at no additional charge.
No Additional Fees
Do the physicians or pharmacies charge processing fees?Absolutely not. Our physicians and pharmacies do not charge any additional fees, period. There is never a fee for consultations, processing your order, or any other type of fee. You will only be billed for the cost of medication(s) and any shipping charges. Rest assured, you will never find any hidden charges on our website.
Are there membership fees?
Again, NO! The only fees you will ever incur are the costs for your medication and shipping. There are no other fees. As an EdensRx customer, you are considered to be a member of our website and can take advantage of periodic specials, as well as easy and quick reordering. You will never be asked to pay a monthly or yearly membership fee.
Shipping
What are your shipping policies?Our corporate standard is to ship all orders within 24 hours of receipt of the prescription. This ensures that our customers receive their medications promptly. Orders placed before 3 p.m. MST are typically processed and shipped the same day, unless more information is required from the customer. This includes a wrong address, missing apartment #, wrong postal codes, etc. Other issues could also cause a delay. For instance, if further communication is needed between the patient and doctor or pharmacist (regarding your health and medical follow-up), or if conditions take place beyond our control, extra time may be needed to process/ship an order. Same-day service is our goal; however it is not a guarantee.
If you want your order to arrive the next day, please place your order online before 3 p.m. MST, then call our customer-service department immediately after you place your order. We will confirm all online orders via telephone, and your direct call to us will help expedite the processing and shipment of your order.
When you place your order, you have the option of selecting overnight, 2-day, or priority shipping (typically 3-5 business days). Please note that express shipping is determined from the time the order is picked up by the carrier ?not from the time your order is placed with us. Also, Sundays and holidays are considered non-business days, so carriers will not make pick-ups or deliveries on those days.
Do you ship to a PO Box or military (APO/FPO) address?
Yes. We can ship your order to a Post Office Box or military (APO/FPO) address. All orders shipped to a PO Box will be shipped via U.S. Postal Service Priority Mail (typical delivery time is 3-to-5 business days within the U.S.).
In order for us to ship to an APO/FPO address, you must select U.S. Postal Service Military Mail. Signatures for these shipping methods are obtained using a postal service domestic return receipt. Due to the contents of the package, we require an adult signature at the time all shipments arrive.
For shipments to military addresses, domestic packages typically arrive in 3 to 7 business days, but please allow up to at least two weeks depending upon your location, especially for overseas delivery.
Can I pick up my package at a local FedEx shipping location?
Absolutely. If you cannot sign for your package when it arrives at your home or business, you can choose have FedEx ship the package to one of their numerous FedEx shipping locations, where you can pick it up at your convenience. Our customer-service team can even help you locate a a FedEx shipping location near you. Or simply type in your zipcode at www.FedEx.com to find a convenient location. It is important that your select a “Hold-At?facility or a Fed Ex Office/Fed Ex Kinkos location when placing your order. Fed Ex will hold your package for up to 7 days at the pick-up location of your choice.
Do you ship internationally?
Yes, even though we are based in Arizona, we do ship internationally. All shipments for orders to Canada are shipped from licensed facilities located in Canada. Orders placed in all European countries will be shipped from a licensed pharmacy located within the EU. At this time we do not ship to Mexico or Australia. Please make sure you click on the correct country when placing an order as pricing and shipping details can vary for each location. View the list of Countries EdensRx ships to.
Is a signature required when my package is delivered?
Yes. An adult must be available to sign at the time of delivery as all packaged medication requires an adult signature. Otherwise, the medication must be picked up at a FedEx or USPS facility.
Is the packaging on my shipment private and discreet?
Yes, your privacy is of the upmost importance to us. Our packaging never refers to the contents of your shipment, and you will not find an external invoice or packing slip on the outside of the package.
What is your cancellation policy?
You may cancel your order before it is shipped by calling 1-800-226-0095. If your order has not yet shipped, we will gladly cancel it. However, you cannot cancel an order once it has shipped from our facility.
How do I track my order?
We provide order-tracking numbers for all shipments. To track your shipped order, please go to Fedex or USPS and implement your tracking number. If you need more detailed information, call our customer service department at 1-800-226-0095. If you chose Fed Ex as your carrier, visit the carrier’s website and enter the tracking number there.
What if they cannot deliver my package?
If you decide to ship via the United States Postal Service (USPS), a notice will be left in your mail box or attached to your door with instructions on where to pick up your package. USPS will hold packages for up to 14 business days. You may also contact USPS at any time at 1-800-275-8777 to locate your shipment.
If you decide to ship via FedEx, please note that FedEx will make 3 separate delivery attempts for you. This provides you with more opportunities to receive your shipment. 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 may be picked up.
Is there a return policy?
If you contact us within 24 hours of receiving your package, medication that is unopened and not tampered with may be returned under certain circumstances. If the product was delivered to an incorrect address or if you received the wrong item, please call our customer service department to receive a return-confirmation approval number. All returns must be shipped in all of the original packaging, with all associated paperwork, etc. Returns may be charged a re-stocking fee and/or shipping fee. Please call us at 1-800-226-0095 if you have questions about a return or package refusal.
Is there a fee for changing a delivery address after an order has shipped?
Yes. If an order has already shipped there is a $10 re-route fee for all changes of address. Please note that only FedEx packages can be re-routed to a different address. Any U.S. Postal Service packages cannot be re-routed and must be returned to us before we can reship to the corrected address.
Payment
What are my payment options?At EdensRx, we only accept Visa, MasterCard and American Express credit cards. We also accept payment from money orders. All ordering is completely safe and secure. See our Privacy and Security Policy for more details.
Money Orders
If you choose to pay with a money order, you can mail it to the address below:
EDENSRX.com (c/o - Secure Medical)
5801 S. McClintock Drive Suite 107
Tempe, AZ 85283
Please include the following information on your money order:
- Make your money order payable to: Secure Medical
- Be sure to include your Order ID and phone number in the memo line
Log-In/Password Retrieval
How can I retrieve my password?If you know your username/email address, then follow these simple steps: Locate the account log-in box that appears on every page of this website. Near that box you will see the words “Forgot Password.?Click on that link. When you get to the next page, enter your username/email address. If you enter the correct email address, we will promptly send your password to that email address. Your username is the email address that you provided when you opened your account with us.
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.
