Capsule

Getting started

To begin filling prescriptions through Capsule pharmacy, head to capsule.com and create an account (or sign into the one you already have), then follow the steps listed below. Please note that Capsule's local home delivery model is NOT the same as traditional mail order pharmacies. They are included on this site because, while not a mail order service, they do offer a viable alternative to filling prescriptions at a local retail pharmacy.

01

Click on the red GET STARTED button on the homepage, then type in your zip code to ensure you live within Capsule's delivery area. Enter your email address, your desired password, and your Costco membership number, if you have one.

02

On the next pages, enter your email address, select whether you’d like to fill a prescription immediately or just set up an account, and then enter your personal details.

Once logged in, click on Your account on the left hand side to add family members (if desired) and enter your insurance, address, and payment details.

03

Now that your Capsule account is set up, either contact your healthcare provider(s) to request that they send a new prescription order directly to the Capsule pharmacy OR request that they transfer your prescription from your current pharmacy.

If you’re transferring your prescription to Capsule from your current pharmacy, click on Transfer Rx at the top of the screen then Transfer from another pharmacy, then follow the prompts.

You can also request that they reach out directly to your provider for a new prescription by selecting Get from my doctor instead. However, if your clinic isn't aware that you'll now be filling prescriptions at Capsule pharmacy, I'd recommend calling them yourself instead to ensure that the prescription actually gets sent (clinics already have a hard time responding to requests from pharmacies these days, and this is especially true when the patient hasn't filled at that pharmacy before). If you opt to call your clinic, click on Prescriptions in the left hand menu >> SHOW YOUR DOCTOR to find the prescribing information for your Capsule pharmacy, which you can give to the clinic if they need it.

I recommend that you request they send a 90-day / 3-month supply prescription, unless there is a reason that you’d like a lower quantity filled each time you order. Filling 3 months’ worth is appropriate for many medications and usually more convenient (of note, many independent pharmacies will only fill monthly supplies of expensive brand name medications because they lose even more money when filling larger quantities of these kinds of drugs).

Certain medications used on a weekly basis, such as injectables like Ozempic and Praluent, are often prescribed in a days’ supply that is divisible by 7 (e.g., an 84-day supply instead of a 90-day supply for 3 months of medication).

If your provider sends a prescription for the wrong days' supply (e.g., 30 days instead of 90 days), you may need to have them re-send a corrected prescription. First, reach out to Capsule directly to ask whether they can use refills on the prescription as its written to adjust the days' supply or if they can contact your provider for an updated prescription order (something a traditional mail order pharmacy usually won't do).

04

Once Capsule has received your prescription, they’ll reach out to you via text about filling your prescription(s) and scheduling a delivery. Capsule claims to offer free same-day delivery, so their follow up is usually quite efficient.

If it's too soon to refill your medication, Capsule will let you know the earliest date when it can be billed to your insurance plan.

Your active prescription(s) will be listed on the left hand side under Prescriptions.

Refills

For future refills, Capsule will text you to schedule delivery when your prescription(s) is/are eligible for refill.

If your medication has a Prior Authorization (PA), it's helpful to note the PA's expiration date, since the PA expiring can serve as a time-consuming hoop to jump through prior to the pharmacy being able to refill your medication. If you don't know the expiration date, you can confirm this by contacting Capsule or giving your insurance plan a call using the number listed on your insurance or pharmacy benefit card. Capsule does claim that they'll "quickly and efficiently handle your PA" and that they'll keep you update on how long the process will take, and since they by default reach out to you about refills instead of the other way around, I would guess that they factor PA expirations into their timing. However, given PAs are granted/denied by your insurance plan's PBM, some of this is simply out of their control (e.g., your insurance plan might take a week or two to make a decision, and Capsule can't expedite this). For this reason, I recommend that all patients keep track of their PAs no matter what pharmacy they're filling at.

Tips for working with Capsule

ALL deliveries by Capsule pharmacy require a person to be present to sign for the delivery, regardless of what medication(s) is/are being delivered.

If you’re not a texter or don’t have a smartphone, you can request that Capsule contact you via email instead. To do this, give them a call or send an email to help@capsule.com.

Capsule doesn’t include printed receipts in their deliveries, but you’re always able to download them in PDF form and print them from your online account or request they be sent to you via email.

Capsule has a smartphone app available for free for both iOS and android devices that allows you to manage your medications, chat live with their pharmacy team, and schedule deliveries, among other features. I strongly recommend that you download it if using Capsule pharmacy.

The only negative feedback I've heard from my patients about Capsule pharmacy has specifically been about their delivery experience. It appears that Capsule hires local independent delivery drivers to provide this service, and sometimes they have been overrun or providing subpar service, such as not showing up as they were scheduled to (I heard this from a few patients in early to mid 2023, but haven't since). I imagine this kind of problem would be specific to each Capsule location and the human beings managing and delivering for it, but just know that if this appears to be a problem in your area as it was in ours at one time, you may want to consider using a different pharmacy.