Frequently Asked Questions


  • When should I call for a refill?

    You should call approximately one week in advance of needing your refill. This will allow us sufficient to time to work through any issues that may exist including needing a new prescription from your physician or working through an insurance issue.

  • What should I do if my dose changes?

    If your dose changes, please call us immediately so that we may obtain a new prescription from your doctor.

  • What should I do if I have a problem with my pen?

    If you have a problem with your pen (an injection device for GH or other medicines) please call our pharmacist at 800-818-6486 for assistance. If necessary, we may have you call the appropriate pen hotline for assistance.

  • Do I have to be at home to receive my medication?

    You must be at home or have someone at your home to receive and sign for an overnight delivery. If you are unable to be at home, we can have your medication delivered to an alternate address (e.g. a work address, a family member, a neighbor, etc.)

  • When can I receive my medication?

    Since some medications must be refrigerated, medication can only be sent overnight for delivery on Tuesday through Friday (overnight deliveries cannot be received on Mondays as they would be out in transit over the weekend).

  • Can I order a refill after business hours?

    Yes, you can leave a message with our answering service with your name and a phone number where you can be reached on the next business day. Someone will call you back on the next business day to arrange for delivery of your medication.


  • How soon can I get a refill?

    Please call us to order a refill at least one week before you need the medication. If we have a current prescription on file, we can have your medicine delivered promptly. Please call us at 800-818-6486 whenever a special need situation arises.

  • What should I do if I have a problem with a cartridge or pen?

    If you have a problem with a pen or cartridge please call one of our pharmacists immediately at 800-818-6486. A pharmacist is on call 24 hours a day to assist you with any problems you may have with your medication.

  • What should I do if I left medication unrefrigerated?

    Medications which require refrigerated storage conditions sometimes allow excursions at unrefrigerated temperatures. If your medication has been out of the refrigerator for more than one hour, please return your medication to the refrigerator immediately and call our pharmacist at 800-818-6486 for further advice.

  • Will the shipping location of my medication change?

    No, the location of the dispensing pharmacy will not change. You will continue to receive your medication from PSI.

  • Will I still speak to the same Patient Case Manager?

    Yes, you will speak to the same Patient Case Manager.

  • If I have a question, what phone number should I call?

    You will continue calling the same number for PSI Pharmacy as you currently are calling.

  • Created by Robert Buice