Patient FAQs

How do I place my first order?

Ordering your prescriptions through Reliance Rx is fast - and easy.

  • By Fax: Your doctor can fax your prescription to (716) 532-7360 or 1-877-671-7189.
  • By Mail: You or your doctor can mail your prescription order to: Reliance Rx, 15 Earhart Drive, Suite 101, Amherst, NY 14221.
  • By Phone: Your doctor can call and speak to a registered pharmacist at (716) 929-1000 or 1-800-809-4763 between the hours of:
    • 8 a.m. - 7 p.m. ET, Monday through Thursday
    • 7 a.m. - 5 p.m. ET, Friday
    • 7 a.m. - 11 a.m. ET, Saturday (Live Representative Available)
    • Closed Sunday
  • We have an on-call pharmacist available 24/7 for emergencies. 
  • E-Prescription: Reliance Rx accepts e-scripts directly from your providers electronic medical record.

How long does it take to get my medications?

With priority overnight service, Reliance Rx can deliver your medicine in 24 to 48 hours after receiving your prescription. The actual ship date depends on the prior authorization process and requirements of your plan and if we need to contact your doctor about the prescription.

Where will my medications and supplies be delivered?

Reliance Rx will deliver your medicine - for free - right to your home, your doctor's office, or location you choose. For local deliveries, same day delivery is also available through our courier service. You’ll also receive any supplies you need to administer your self-injectable medication at no additional cost to you, which includes needles, syringes, adhesive bandages, alcohol swabs and Sharps containers.

How are my medications preserved during delivery?

Refrigerated items are packed in plastic bags to protect them from condensation. The product is labeled "refrigerated" and packed in one of the two validated containers: a 1½" thick wall Styrofoam cooler, or an insulated pouch. Gel ice cold packs are used to ensure that the product temperature meets manufacturer requirements at delivery. All refrigerated products are packed in special temperature-controlled coolers rated for a minimum of 48 hours at or below the required temperature. In the summer, or when destinations are typically warm, extra cold packs are used to ensure your medications stay at the right temperature. During extreme cold temperatures, room temperature medications are also packaged inside coolers.

How do I know my medications will arrive on time after they have shipped?

We have online tracking tools available to you, your physician and other caregivers that allow us to track each package through its delivery. We will continue to track the package until you receive it to ensure on-time delivery. If a delivery is at risk, we are notified at once, at which time a patient support representative then sets up a recovery plan to ensure the quickest possible delivery.

How do I order a refill?

A week before your next refill, Reliance Rx staff will call you to schedule a delivery. Our representative will make sure that you are still taking the medication, confirm the dosage and discuss your progress. You may also call us at (716) 929-1000 or 1-800-809-4763 to order a refill with your patient support representative or order online through our web portal.

Which prescriptions require prior authorization?

Your insurance determines what medications require prior authorization. The following link provides a list of prescriptions (not all-inclusive) that may require use of prior authorization forms.

Prescriptions Requiring Prior Authorization

What is the standard quantity I can get?

Our standard is to fill prescriptions for no more than a 30-day supply. A smaller supply allows us to check your progress more often. If your medication or the dose of your medication changes between refills, a smaller supply can help prevent wasted medication and may save money. We can only dispense what your benefits plan allows. Your out-of-pocket costs will depend on your benefits plan.

How important is it to take all of my medication?

You must follow your doctor's instructions when taking medication. The amount you are prescribed to take (e.g., 1 ml once a day) and the length of time you must take it (e.g., every day for 3 months) are the best measures to be sure your treatment goes well. We understand that some medications may cause side effects and/or are hard to take - we are here to help you cope with these issues. It's also always helpful to speak with your doctor about managing side effects.

Who can I talk to if I have questions about my prescription?

Our dedicated team of pharmacists, registered nurses and patient support representatives are here for you and will answer your therapy support questions, anytime, day or night. Speak to them by calling (716) 929-1000 or 1-800-809-4763. Business hours are Monday through Thursday, 8 a.m. to 7 p.m. ET, Friday, 8 a.m. to 5 p.m ET. After hour support is available 24/7, 365 days for urgent matters by a pharmacist and patient care specialist.

How much do my medications cost?

Contact a Reliance RX patient support representative and they will assist you in determining your cost sharing and if any manufacturer assistance programs are available to you. Additionally, Reliance RX staff will assist you in identifying if patient foundations exist for your condition.

Are there any financial payment plans?

Yes. Reliance Rx will tell you about any manufacturer copay assistance programs that you may qualify to apply for. We may also offer you a payment plan, based on your financial needs. To learn more, please call us at (716) 929-1000 or 1-800-809-4763.

Why should I get this medication through a specialty pharmacy compared to my retail pharmacy?

Specialty medications require special handling and support services for education on medication and for ensuring proper utilization. Most retail pharmacies are not equipped to provide the patient care and services that are required for these types of medications.

Can I get all my medications through Reliance Rx?

No, Reliance Rx only dispenses specialty medications.

How can I pay for my medication?

Reliance Rx accepts credit cards, money orders, and checks. We do not accept cash payment.

Can I pick up my medication?

Yes, at Reliance Rx patients can pick up their medications as well. A pick up time is confirmed to ensure that the medication will be ready.

Do I have to sign for my delivery?

Most deliveries do not have to be signed for. Signature is required in some cases if your insurance requires it and if the medication is over a certain cost.

How do I access my medication in the event of an emergency or disaster?

Reliance Rx is dedicated to ensuring you receive your medication when you need it. In the event of an emergency or disaster, our team of experts will call you to determine next steps and ensure your medication is made available to you. You may also call us at (716) 929-1000 or 1-800-809-4763 to speak with your patient support representative in the case of an emergency or disaster.

What is a prescription substitution?

At Reliance Rx, we’re focused on meeting your medical needs while limiting the cost of your medication. When a generic substitution is possible, our pharmacists will ensure that we dispense the most cost-effective drug product containing the same active ingredient(s), dosage form, and strength as the drug product prescribed unless indicated by the prescriber to fill brand.

How do I transfer my prescription to another pharmacy?

Please contact a Reliance Rx patient support representative at (716) 929-1000 or 1-800-809-4763 and they will assist you in coordinating a transfer of your prescription.

How do I access medications that are not available through Reliance Rx?

Reliance Rx is able to dispense most specialty medications, but some specialty medications are restricted to a select group of pharmacies. If Reliance Rx is not able to dispense a medication, we will ensure your prescription is appropriately triaged to a pharmacy that can fulfill it and maintain communication with you throughout the process.

What should I do if there is a recall on my medication?

Reliance Rx works closely with our wholesaler and manufacturer partners to promptly identify medication recalls and assess their impact on our patients. If our team of experts has determined that you may be affected by a medication recall, we will call you to highlight necessary next steps and ensure your medication therapy is continued safely. You may also call us at (716) 929-1000 or 1-800-809-4763 to speak with your patient support representative and/or pharmacist about concerns related to medication recalls.