Frequently Asked Questions - Patient

If Lumicera is unable to provide services through your insurance, we will forward the prescription to
your preferred pharmacy.

Making sure you do not miss any doses is a high priority for us. We use experienced carriers to ensure safe and careful shipping to your home. We also are able to ship to physician’s office or clinical settings, where the medication can be dispensed by a health care professional.

Lumicera’s standard processing time is normally less than one business day. This does not include delivery time. If processing time takes longer, we will call and notify you of options so you don’t go without medication. A Patient Care Specialist will review your medication and shipping needs. The Specialist will coordinate the delivery date and timeframe that best meets your needs.

Medications are sent using a variety of shipping methods depending on the requirements of the medication you are taking. Overnight priority is available or required for some medications. Lumicera ships prescriptions Monday through Thursday for next day delivery. 

Lumicera has two pharmacy locations. They are in Phoenix, AZ and Madison, WI. Our service area
includes the continental United States. All or part of your prescription may be sent to you from
either location.

Lumicera’s standard processing time is normally less than one business day. This does not include
delivery time. If you need to find out the status of your prescription, please call us at 855-847-3553
and a Patient Care Specialist can help you find out where your prescription is and when you will
receive it.

It is important that you learn the proper method for disposing of your medications. The U.S. Food and Drug Administration (FDA) provides up-to-date information in their online guide Disposal of Unused Medicines: What You Should Know. Please visit Safe Disposal of Medicines website to learn more.

Prescription cost depends on your insurance. The cost may also vary depending on the quantity of medication. Your prescription will be filled for the amount of medication your prescriber indicated.

If you have Medicare Part D drug coverage, the cost of your prescription will change as you meet your deductible and initial copay, progress through the “donut hole” and reach total out-of-pocket expense. Lumicera Patient Care Specialists can assist you in determining and understanding your options.

If you think your medication has been recalled, please call Patient Care at 855-847-3553. We will work with you and your doctor to determine the best options for you. When we become aware of a drug recall on your medication, we will contact you and your doctor as well.

Lumicera provides several payment options, including Visa, MasterCard, personal check and debit card.

Please contact us as soon as possible toll-free at 1-855-847-3553. If you call after hours, please leave us a detailed message. Your concerns may include:

Timeliness of delivery. We can send you the tracking number to check the status of your shipment by text message. We will also work with the shipping carrier on your behalf.

Condition of the prescription drug upon delivery.

Failure to receive the proper prescription drug product or device.

Please call 1-855-847-3553 and ask to speak to a supervisor. The supervisor will work with you to resolve your concern. If your concern is still not addressed, you may file a grievance or complaint with either our accrediting organization ACHC here (link to: https://www.achc.org/complaint-policy-process.html) and/or with the State of Wisconsin Department of Safety and Professional Services here (link to: https://dsps.wi.gov/Pages/SelfService/FileAComplaint.aspx).

Please follow the instructions on the grievance and patient concern form to submit your concern(s).

Our hours of operation are Monday – Thursday, 8 a.m. to 7 p.m. CST, and Friday, 8 a.m. to 6 p.m. CST. We are closed Saturdays, Sundays, and most major holidays. An on-call pharmacist is available for emergency assistance 24 hours a day, 7 days a week at 855-847-3553. You can also visit us on our website at www.lumicera.com.