HOW DOES THE ONLINE CONSULTATION PROCESS WORK?
WHAT IS THE DIFFERENCE BETWEEN AUDIO, VIDEO, AND DIGITAL CONSULTATIONS?
TROUBLESHOOTING CAMERA & MICROPHONE PERMISSIONS
MAY I HAVE MY PRESCRIPTION FILLED AT ANOTHER PHARMACY?
Q: HOW DO I GET STARTED?
- Register – Set up an account by providing your Name, Date of Birth, Email, and Password.
- Complete Medical Questionnaire – Answer a few medical questions that the Doctor or Nurse Practitioner will review during your video or telephone consultation.
- Checkout – Provide Billing, Shipping, and Payment information.
- Conduct Visit With a Doctor or Nurse Practitioner – Conduct a Video, Audio, or Digital Consultation to find out if a prescription is right for you. The consultation type depends on your state regulations.
Q: HOW DOES THE ONLINE CONSULTATION PROCESS WORK?
After registering, you will be asked to complete an online medical assessment to provide more information about your medical history, medical conditions, and any medications you are currently taking.
Next, one of our Doctors or Nurse Practitioners will conduct a video, audio, or digital consultation. He or she will review the medical information you provide to determine whether a prescription is appropriate for you.
If approved, your prescription will be sent to our pharmacy for review. If necessary, our pharmacist will contact you before dispensing your medication. Otherwise, your order will be packaged and shipped directly to you.
Q: WHAT IS THE DIFFERENCE BETWEEN AUDIO, VIDEO, AND DIGITAL CONSULTATIONS?
All states require some interaction between a Doctor or Nurse Practitioner and patient in order to prescribe medication. However, regulations governing the type of interaction or consultation differ from state to state. Depending on your state, you will be required to have an audio, video, or digital visit with a Doctor or Nurse Practitioner.
In all cases, the process is simple and easy to follow. Once a prescription is approved, we process payment and your medication will be safely and discreetly shipped to you.
AUDIO CONSULTATIONS
If your state requires an audio consultation, you will be directed to schedule an audio visit by choosing from a list of Doctors or Nurse Practitioners who are licensed in your state.
You will receive a confirmation email with a link to join the audio visit. On the scheduled date and time, click on the link directly in the confirmation email or log in to the Order History page of your account and click 'Begin Scheduled Visit.' Once you have logged in, you will be in the waiting room until the Doctor or Nurse Practitioner initiates the visit. In some cases, you may receive a call from 480-707-4556. The Doctor or Nurse Practitioner will review the medical information you provided, verify important medical information, and address any specific questions you may have.
If you need to reschedule, you can do so by going to Order History and clicking 'Reschedule' to select a different date and time. If you have any questions or issues, please contact us.
OFFICE HOURS FOR AUDIO CONSULTS:
MON - FRI: 5 AM - 7 PM Pacific Time
SAT - SUN: 5 AM - 4 PM Pacific Time
The Doctor or Nurse Practitioner will attempt to reach you at least 3 times before declining your order.
VIDEO CONSULTATIONS
If your state requires a video consultation, we will direct you to schedule a brief visit with one of our Doctors or Nurse Practitioners. Our site uses secure, private, high-quality streaming video between you and our licensed Doctors and Nurse Practitioners. After completing the checkout process, you will be directed to schedule a video visit by choosing from a list of Doctors and Nurse Practitioners who are licensed in your state.
You will receive a confirmation email with a link to join the video visit. On the scheduled date and time, click on the link directly in the confirmation email or log in to the Order History page of your account and click 'Begin Scheduled Visit.' Once you have logged in, you will be in the waiting room until the Doctor or Nurse Practitioner initiates the visit. The Doctor or Nurse Practitioner will review the medical information you provided, verify important medical information, and address any specific questions you may have.
If you need to reschedule, you can do so by going to Order History and clicking 'Reschedule' to select a different date and time. If you have any questions or issues, please contact us.
OFFICE HOURS FOR VIDEO CONSULTS:
MON - FRI: 5 AM - 7 PM Pacific Time
SAT - SUN: 5 AM - 4 PM Pacific Time
What Technical Requirements Do I Need To Have A Video Consultation?
Use your PC, iPhone, Android, iPad, tablet, or another mobile device with a camera and microphone.
Note: If your state requires a video consultation, you must complete it for your prescription to be processed. If you have any questions or issues, please contact us.
Q: WHAT BROWSER SHOULD I USE?
Your visit with a Doctor or Nurse Practitioner happens in a web browser. For the best experience possible, we recommend using the following browsers.
- MAC OS: Safari is recommended, Chrome and Firefox are also supported
- iOS: Safari is the only browser supported on iOS
- WINDOWS: Chrome is recommended, Firefox and Edge are also supported
- ANDROID: Chrome is recommended, Firefox is also supported
TROUBLESHOOTING CAMERA & MICROPHONE PERMISSIONS
MAC OS
Safari is recommended
- Upper-left top menu > Safari > Preferences > Websites tab
- In the left pane, select Camera, then in the right pane, find this site, set to 'Ask' or 'Allow'
- In the left pane, select Microphone, then in the right pane, find this site, set to 'Ask' or 'Allow'
- Close the Preferences panel to save changes.
Chrome
- Upper-left top menu > Chrome > Preferences > Privacy and Security > Site Settings > select this site…
- Camera: 'Ask' or 'Allow'
- Microphone: 'Ask' or 'Allow'
Firefox
- Menu icon in upper right of window > Preferences > Privacy and Security > Permissions…
- Camera: open dialog, find this website, 'Allow'
- Microphone: open dialog, find this website, 'Allow'
iOS
Safari is the only browser supported on iOS
- Settings App > Safari > scroll down to 'Settings for Websites'…
- Camera: 'Ask' or 'Allow'
- Microphone: 'Ask' or 'Allow'
WINDOWS
Chrome is recommended
- Stacked dots menu in upper right > Settings > Advanced > Content Settings…
- Camera: 'Ask before accessing'
- Microphone: 'Ask before accessing'
Firefox
- Gear in the upper right of window > Privacy and Security > Permissions…
- Camera: open dialog, find this website, 'Allow'
- Microphone: open dialog, find this website, 'Allow'
ANDROID
Chrome is recommended
- Stacked dots menu icon > Settings > Site Settings…
- Camera: 'Ask first'
- Microphone: 'Ask first'
Firefox
- Settings App > Apps and App Permissions > Firefox > Permissions
- Toggle on Camera and Microphone
- Restart Firefox
DIGITAL CONSULTATIONS
If your state requires a digital consultation, you’re able to interact with one of our online licensed Doctors or Nurse Practitioners without an audio or video interaction. If you are in a state that allows for this type of interaction, you will be asked to answer a number of questions about your medical history online and a Doctor or Nurse Practitioner licensed in your state will review your responses to determine whether or not a medication is appropriate for you.
After completing checkout, you will be directed to select a Doctor or Nurse Practitioner from the available list to review your information. Our Doctors and Nurse Practitioners generally review your medical file within 24 hours. If necessary, they will follow up by email or phone to determine if a prescription is right for you.
PRESCRIPTION INFORMATION
How are prescriptions sent to the pharmacy?
If your prescription is approved after the medical consultation, it is sent electronically to our pharmacy using HIPAA-compliant encrypted software.
Do I need an existing prescription to place an order?
You do not need an existing prescription. One of our US-licensed Doctors or Nurse Practitioners will review your medical history to determine whether the prescription you’re ordering is appropriate for you. Once approved, we will process payment and ship your prescription directly to you.
Is there a processing fee or consultation fee?
In many cases, KwikMed does not charge a consultation or processing fee if we fulfill your prescription. The consultation and prescription processing costs are included in the price of your prescription. We aim to keep these costs to a minimum and pass the savings on to you. In the few cases where there is a consultation fee, we make it clear next to the cost of the prescription.
May I place an order for someone else?
No, the patient must complete the online diagnostic medical assessment. Our system collects a complete patient medical history for your Doctor or Nurse Practitioner to make a diagnosis and prescribe a treatment. We need to obtain this information directly from the patient.
Q: MAY I HAVE MY PRESCRIPTION FILLED AT ANOTHER PHARMACY?
Yes, you may choose to have your prescription filled at another pharmacy at any time; however, there will be a $120.00 processing fee. In most cases at UpScript, the cost of the consultation and prescription processing by our pharmacy is built into the cost of the medicine. When a customer chooses to have their prescription filled elsewhere, we must separate those costs.
REORDERING AND AUTO-REFILLS
How do I reorder?
Reordering is simple!
Step 1: Log in to your account using your Email and Password.
Step 2: Verify your Billing, Shipping, and Payment information.
Step 3: Confirm the medication you are reordering.
Can I set up auto-refill?
Yes! If the prescription you have requested is eligible, you will have the opportunity to enroll in auto-refill during check out or at a later time under the AutoRefill tab within your account.
Note: Certain products that are prescribed for regular use will automatically enroll you in the auto-refill program. The receipt page will indicate enrollment. You may cancel the auto-refill enrollment at any time under the AutoRefill tab within your account or by contacting Customer Service.
SHIPPING
Some of the prescriptions include free shipping. If so, it will be annotated next to the cost of the prescription. If shipping is not included, costs are listed below:
Shipping Costs
For the 48 contiguous states:
USPS Priority Mail: $22
FedEx 2 Day: $19.75
FedEx Overnight: $48
For Alaska & Hawaii:
USPS Priority Mail: $24
USPS Express Mail: $32
FedEx Priority: $38
How long will it take to receive my order?
For consultations completed by 1 PM PST, prescriptions ship the same day.
For consultations completed after 1 PM PST, prescriptions ship the following business day.
For consultations completed Saturday or Sunday, prescriptions ship on Monday.
Shipping Methods
For the 48 contiguous states:
USPS First Class Mail: 3-5 business days
USPS Priority Mail: 1-3 business days
USPS Express Mail: Overnight to most locations
FedEx 2 Day: 2 business days
FedEx Overnight: Arrives next business day
For Alaska & Hawaii:
USPS Priority Mail: 6-10 business days
USPS Express Mail: 3-5 business days
FedEx Standard Overnight: 3-5 business days
Is there a signature required for my package?
USPS First Class Mail orders are delivered to your mailbox and do not require a signature. FedEx orders often require a signature upon delivery.
PAYMENT & INSURANCE
What Form Of Payment Can I Use?
We accept credit cards, debit cards, prepaid cards, and flexible spending account (FSA) cards.
What Will Display On My Credit Card Statement?
KwikMed.com or Bella Brands will appear on your credit card statement. If you have any questions please call 844-723-3103.
Can I Use Health Insurance For This Online Visit?
No. At this time we require payment at the time of service. Forms of acceptable payment are listed in the answer above.
Do You Accept Flex Spending Accounts (FSA) Or Health Reimbursement Arrangement (HSA) Cards?
Yes, we are registered as a SIGIS member for the 90% Rule. We accept FSA and HAS cards as forms of payments.
Q: WHAT IS THE RETURN POLICY?
Per FDA regulations, prescription medication may not be returned once it is sent from the pharmacy. If you have any questions about the medicine you have received, please contact us. You may also email the pharmacy or the Doctor or Nurse Practitioner directly using our secure email system by logging in to your account. The secure email system assures your privacy.
If you believe you have received an incorrect medication, please do not take the medication and contact Customer Support immediately.
What If My Package Is Damaged Or Compromised When I Receive It?
In the event you have received your package damaged or compromised, please contact the pharmacy at the number provided on the prescription label.
Q: WHERE IS KWIKMED AVAILABLE?
KwikMed is available in all 50 states except North Carolina and Washington DC.
Please note we are not able to ship Erectile Dysfunction medications to the states of North Dakota or South Carolina. We are also unable to ship weight loss medications to Louisiana.
If your state is not listed, please sign up here to be notified when we are able to serve you.
IN THE EVENT OF AN EMERGENCY
In case of a medical emergency, please contact your local Physician or hospital for immediate care. Do not rely on your online Doctor or Nurse Practitioner for emergency medical care.
PRIVACY
Your privacy is important to us. Prescriptions are sent electronically to our pharmacy using HIPAA-compliant encrypted software. Prescriptions are processed by our licensed, closed-door pharmacy and are shipped in discreet packaging.
We ship using FedEx and USPS Express envelopes, and the return address on the envelope will display the name and address of the pharmacy that shipped your product. The label will not reference the contents of the package.
Because we sometimes require an adult signature upon delivery, many of our customers choose to ship their order to a work address where someone age 18 or over is available to sign for the package.
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November 16, 2004
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Larry's World Interview with Peter Ax