Frequently asked questions

General questions

What is a specialty pharmacy?

A specialty pharmacy is a pharmacy that provides specialty medications such as injectable, infused and select oral therapies prescribed to those living with a life-threatening disease and/or managing a chronic or rare condition. Such specialty medications often require unique storage and handling that most retail pharmacies cannot manage.

Back to top

Who is Reliance Rx?

Reliance Rx provides high-tech, high-touch drugs, typically developed for people living with respiratory disorders, cancer, multiple sclerosis, rheumatoid arthritis and a variety of other diseases which require special handling, administration, patient education and clinical support.

We are passionate about delivering specialty pharmacy services with a personal touch. That's why we work to give patients the support needed to help them comply with their therapy schedule and maximize clinical outcome. Our registered pharmacists and nurses help monitor patients' treatment and are available 24/7 to address questions or concerns about their medications, including any side effects they may experience. Calls received outside normal business hours will be returned
within one hour of receiving them.

Back to top

How is Reliance Rx different from other specialty pharmacies?

Reliance Rx is dedicated to making sure patients get the right medication, at the right time, and at the right place. We work to make sure patients understand how to take their medication, to ensure greater compliance. Our strong relationships with providers and caregivers provide a more seamless exchange of information and delivery of medications, which helps us to better monitor patients' health and specialty drug needs. We can send patients' medicine anywhere. And we'll personally call patients to see how they're doing - making sure they're getting the most appropriate, quality of care. Our dedicated team of registered nurses, pharmacists and patient support representatives are available to answer any questions or concerns. Calls received outside normal business hours will be returned within one hour of receiving them.

Back to top

What are the benefits of using Reliance Rx?

Benefits include:

  • Free, confidential delivery to one's home, doctor's office, or any other location of choice.
  • Safe, fast delivery tracked through online tracking tools.
  • Refrigerated, insulated packaging to ensure quality.
  • Detailed personal instruction on how to use medications.
  • Around-the-clock support, by phone, if questions arise.
  • Free standard supplies for self-injectable medications including needles, syringes, adhesive bandages, alcohol swabs and Sharps containers.
  • Proactive refills through the Active Refill Service, so patients don't have to think about their next order.
  • Coordination with patients' providers to check that the right therapy is being used, and that they have the medications and supplies need for their care.
  • A range of complimentary educational materials.
  • Coordination of home health care services, if necessary.

Back to top

How can I learn more about Reliance Rx?

For information on Reliance Rx and our services, call us at (716) 929-1000 or 1-800-809-4763.

Back to top

Patient-specific questions

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.
  • By Mail: You or your doctor can mail your prescription order to: Reliance Rx, 45 Earhart Drive, Suite 110, 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 9 a.m. and 6 p.m. ET, Monday through Thursday, and 8 a.m. and 5 p.m ET Friday.
  • E-Prescription: Reliance Rx accepts e-scripts directly from your providers electronic medical record

Back to top

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.

Back to top

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 any location you choose. 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.

Back to top

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 1–½" 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.

Back to top

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.

Back to top

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.

Back to top

Which prescriptions require prior authorization?

The following link provides a list of prescriptions (not all-inclusive) that will require use of prior authorization forms:

Prescriptions Requiring Prior Authorization

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top

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.

Back to top