Frequently Asked Questions

  • For most new medication orders, your doctor can order electronically or by fax.
  • For refills, we offer a refill management service to ensure you always have access to your medications. Refills can also be ordered using by phone or using MyChart
  • If state law allows, we can offer you a generic medication that doesn’t cost as much. If we are unable to fulfill your order, we will let you know right away.

  • Refill prescription orders can be paid for when ordering through MyChart.
  • Credena Health accepts all major credit cards, The cost of your medication may change depending on the amount ordered.
  • Your prescription will be filled for the amount of the medication your physician orders, unless otherwise requested. Insurance may limit the quantity of medication dispensed.
  • If you have Medicare a D drug insurance, the cost can change due to your deductible, initial copay and total out-of-pocket expense. Please contact us with any questions about billing or payment.

  • Medication costs will vary based on your insurance.
  • Medication pricing can change daily, so final copay cost can’t be determined until your claim is processed.
  • You can call the member services phone number on your insurance card to get current information.
  • If you are unable to pay, we will work to find medication financial assistance for you.

  • When we get an order, we will call you within 24 hours.
  • If our pharmacy can’t provide your medicine, we will call you and your doctor within 24 hours. We will then ensure your medication order gets sent to the appropriate pharmacy that is able to fill the order.
  • Some medications require prior authorization (pre-approval from your insurance company) and may take longer to be approved and filled. We help get the approval. Once the medication is approved, we will contact you to discuss your medication and set up your medication delivery or pick-up.
  • Medicine can be shipped to you via UPS, FedEx, USPS or by a local delivery service. Some medicine must be shipped quickly because it needs to be kept cold or has special instructions for use. If you need your prescription right away, please call us. 
  • Medicine is sent Monday through Thursday for next-day delivery. We do not charge extra for this service. Some packages will require your signature when delivered. We will work with you to select the best day and time to meet your delivery needs.

Yes. The consent (and possibly the financial disclosure) document(s) do need to be signed and returned to us. All the other paperwork is for you to keep in your records.

Community Pharmacy & Retail Home Delivery Patients
  • Follow the MyChart Patient Refill Guide
  • You can also request refills by calling the phone number on your prescription label and entering your prescription number into our automated phone system or by talking with the pharmacy staff
For Patient in the Specialty Pharmacy Service
  • Pharmacy staff will call you to schedule your refill order three to seven days before you should run out of your medication. If you need the medication refilled sooner than that, please call the pharmacy.
  • Please also remember to call us with any insurance, address or health changes. In your message, please include:
    1. 1. Your first and last name
      2. Your date of birth
      3. The name of the medicine
      4. Your address
      5. Your requested delivery date
      6. A daytime phone number
  • After business hours, please leave a message on our 24-hour refill message line by calling 503-215-3130 or 1-800-793-3158.

  • Please visit this FDA website to learn about which medications should be disposed of in which way.
  • Please see your welcome packet for more information about safe disposal of medicines.
  • If there is a recall, the pharmacy staff will call you with instructions for what to do with the recalled medication.
  • If you have more questions about disposing of medications safely, please call us at 503-962-1700 or 1-855-360-5476 and ask to speak with one of our pharmacists.

Know your limits and when to ask for help. Credena Health is ready for emergencies. We expect to be able to contact you and provide service during disasters, but there are no guarantees. If major roadways are blocked or if telephones fail, there could be delays or interruptions in service. During or after a disaster, if you cannot reach Credena Health, go to the nearest emergency health care center before your medications or supplies run out.

We recommend you plan for emergencies by developing a plan and gathering supplies. Discuss with your health care provider what medical supplies and medications you would need in an emergency and how to access them.

For information about how to prepare for natural disasters, visit, or call the Red Cross at 1-503-284-1234. You may also visit the Federal Emergency Management Agency website at

If you have any questions about any of the above topics, please call 503-962-1700 or 1-855-360-5476.

In any emergency, call 911.