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GENERAL & REIMBURSMENT FAQ



Your benefits plan may require certain out-of-pocket costs for each supply of medicine you receive. Kroger Specialty Pharmacy thoroughly investigates your insurance benefits to ensure your claims are properly submitted.

You may qualify for financial help. A qualified specialist can help you understand if resources are available from a manufacturer program or through foundations related to your condition. We will assist you in contacting the appropriate manufacturer or foundation to apply for assistance. Based on your financial needs, the pharmacy may be able to set up a payment plan agreement for you.

We accept payments made by credit card, debit card, prepaid credit and debit cards and checks.

Kroger Specialty Pharmacy ensures that you understand how to use your medicine and that you always have the right dose. We work closely with your doctor(s) and other caregivers to ensure that you receive the best possible care and treatments. The pharmacy can send your medicine anywhere you wish. We have a clinical team available to answer your questions 24 hours a day, 7 days a week.

A week prior to your next refill, Kroger Specialty Pharmacy will call you to coordinate and schedule your delivery. During this call, they will also ask the following questions:


  • How are you doing with your therapy?
  • Have there been any changes to your medication?
  • Do you still take the same dose or strength?
  • Are you experiencing any side effects or reactions?
  • Do you need more supplies?
  • Where would you like us to send your next refill?

Kroger Specialty Pharmacy provides free, secure delivery within 48 hours after we confirm your order, or later if you request. Your medication may require a prior authorization from your insurance company which requires additional information prior to covering your medication; this may delay the initial processing of your order but you will be informed throughout the process. Your order will be validated to ensure it meets all pharmacy and insurance criteria to be covered prior to shipping. If your order is missing any information, Kroger Specialty Pharmacy may need to contact your doctor or insurance company to obtain additional information.

We deliver your order, free of charge, to your home, doctor’s office or to any other location you choose with the exception of a P.O. Box. We include all of the necessary supplies for your treatment.

Refrigerated items are packed in a plastic bag to avoid condensation. The bag is packed inside either a Styrofoam cooler or an insulated pouch. Special ice packs are included to help ensure your medicine stays cool throughout delivery. Each box is secured shut with tape.

Looking for the Patient’s Bill of Rights?