Rx Delivery Frequently Asked Questions

How do I know if my prescription is eligible for delivery?
Most acute medications (such as antibiotics) and maintenance prescriptions are eligible for delivery. For safety and compliance reasons, we cannot deliver controlled substances or medications that require refrigeration. Additionally, some insurance plans may have restrictions on delivery eligibility.

What happens if my prescription requires a pharmacist consultation and I don’t respond?
If we’re unable to reach you for a required pharmacist consultation before the driver picks up your order, your prescription will not be included in the delivery. We’ll follow up to reschedule delivery for a later date, if desired. Additional delivery fees may apply for rescheduled orders.

Is there a fee for prescription delivery?
Yes. Delivery fees may apply and are separate from the cost of your prescription. These fees are typically not covered by insurance.

• Prescription-only deliveries: A delivery fee may apply and varies by location.
• Prescriptions added to a grocery delivery: There is no additional fee to include prescriptions with your grocery delivery; however, standard grocery delivery terms and conditions still apply.

For more information about grocery delivery pricing, visit https://www.kroger.com/i/ways-to-shop/delivery

Who delivers my prescription order?
We use trusted third-party delivery providers like Instacart and ScriptDrop. All third party delivery personnel making prescription order deliveries undergo background checks and training.

Should I tip my delivery person for prescription deliveries?
No. Tipping is not permitted for prescription deliveries of any kind. To ensure compliance with local, state and federal regulations and policies, our delivery partners are not allowed to accept tips when delivering prescription medications.

How is my privacy protected?
We follow HIPAA regulations and require our delivery providers to follow strict security protocols. Only essential information (your name, delivery address, and phone number) is shared with deliver providers. Prescriptions are securely packaged by licensed pharmacy staff in tamper-evident packaging.

Do I need to be home to receive my delivery?

• No. For your convenience, you can select the “Leave at My Door” option when scheduling your prescription delivery. If selected, your order will be left at the delivery address and no identification or signature is required.
• If you do not choose “Leave at My Door,” someone age 18 or older with valid identification must be present at delivery. A signature may be required at the time of delivery.
• If you do not choose “Leave at My Door,” and no eligible person is available, the delivery provider cannot leave the medication. In this case, the prescription will be returned to the pharmacy the same day, and the pharmacy team will work with you to resolve the issue and ensure you receive your medication as quickly as possible.

What if there’s an issue with my delivery or prescription?
If you received the wrong medication, suspect tampering, or have any concerns about your delivery, contact the pharmacy that filled your order right away. The pharmacy will review the situation and work with you to resolve the issue as quickly as possible.

What happens if I didn’t receive my delivery?
If you did not receive your delivery, please contact the delivery provider that communicated with you about the delivery to try to resolve the issue.

If you are unable to reach the delivery provider or the issue is not resolved, please contact the pharmacy location that fulfilled your order for further assistance.

Can I use coupons, discount cards, or co-pay cards?
Yes. However, prescriptions are processed and charged at the time you schedule the delivery. To use a coupon, discount card, or co-pay card you must contact the pharmacy before scheduling your delivery. This helps avoid reversals and re-charges. Delivery providers cannot apply any discounts, and changes cannot be made once the driver has picked up your prescription.

Do I still earn Points with prescription delivery?
Yes! Eligible Points will be added to your Shopper Loyalty/Rewards Card once your delivery is dispatched and completed.

1 Most HSA/FSA cards are accepted. However, some plans may restrict direct pharmacy purchases. The pharmacy is not responsible for declined transactions or ineligible items. Keep your receipts for reimbursement or records.

2 If no one over the age of 18 is available to receive the prescription, or if the delivery provider determines the location is unsafe for unattended delivery, the order will be returned to the pharmacy. Redelivery fees may apply. The pharmacy and its delivery partners are not responsible for prescriptions left unattended.