Doctor/Clinic FAQ

View our most commonly asked questions below. Sort questions asked by either doctors/clinics or by patients.

 

How do I check the status of my package due to weather delays? 

For the fastest updates you can track your shipping via UPS My Choice. You may also visit the UPS service alerts page at https://www.ups.com/us/en/service-alerts.page, or contact us directly at (877) 562-8577

I am a doctor. How do I set up an account with Empower?

At Empower, setting up an account starts with discussing our account requirements with a clinic liaison. To speak with a liaison, you may either fill out a form or call us at (877) 562-8577.

For more information about purchasing from Empower you can visit our purchasing page.  

Where are your ingredients sourced from?  

We source all our products from FDA-registered suppliers.

Does it cost anything to set up an account with Empower? 

Setting up an account with Empower requires no additional fee. To speak with a clinic liaison about setting up an account you may  fill out a form or call us at (877) 562-8577. 

How can I access a pricing catalog?     

Contact us at (877) 562-8577 and we will work with you to discover your organization’s needs. This is required in order to access a pricing catalog.

How long will it take for a representative to contact me once a webform is submitted?  

A member from our Inbound team will reach out to you for each webform inquiry submitted. To ensure the quickest response time, please only submit one webform per inquiry. Submitting more than one may result in a longer response time.  Currently our turn around time is 5-10 business days depending on the requests. 

Do you ship outside of Texas? What are your shipping options?   

We ship to all 50 states directly to patients and clinics. We offer multiple shipping options for your convenience. Orders can be shipped via UPS, FedEx, or USPS. 

Shipping rates: (excluding Hawaii, Alaska, and Puerto Rico). 

Express 2-Day (1-2 days) $15.00
Express Overnight (1 day): $33.00
Express Overnight Refrigerated (1 day): $41.00

Shipping rates for Hawaii, Alaska, and Puerto Rico. 

Express 2-Day (1-2 days) $35.00
Express Overnight (1 day): $50.00 
Express Overnight Refrigerated (1 day): $58.00

Note that prescriptions needing refrigeration must be shipped overnight on Monday, Tuesday, Wednesday, or Thursday to assure the temperature integrity of the product. 

I am only writing patient-specific prescriptions and do not want office-use products. Do I need to set up an account?      

Yes, we must have all providers undergo an interview process with a dedicated team member so we can ensure that our products are prescribed by a licensed provider. 

Does Empower Pharmacy have clinic custom packaging/private labeling? 

To learn more about our custom packaging and private labeling services please visit our custom packaging solutions page.

How can I prescribe medication for a patient?

Prescribers can call in patient-specific prescriptions to one of our pharmacists by calling (877) 562-8577 or by faxing the prescription to (832) 678-4419. We can also receive electronic prescriptions or original paper prescriptions directly from patients.

Do I need to have an active license to place an order? 

Yes. Due to state regulations, we must have an active license on file. If you would like to order controls we also require an active DEA number. 

If you need to update any licensing information in our system feel free to reach out to one of our clinic liaisons at (877) 562-8577.

How can I order?

There are many ways to order at Empower Pharmacy, with an account. Here is a list of how you can order with us either through prescription or by office use only.  

For both Patient Specific and Office-Use Orders, if you would like to order online you can do so through our login page.

Patient Specific Prescription Orders (503A):

You may either us our portal (see link above), send a fax to (832) 678-4419, call in a prescription at (346) 229-5386, or send a prescription in through EMR.

Office-Use Orders (503B):

You may either use our portal (see link above), send a fax to (832) 678-4419, call in a prescription at (346) 229-5385, or email your order to officeuse@empowerpharmacy.com.

When is the last office visit date and diagnosis (LOV/DX) needed for a patient?    

For quality assurance and compliance purposes, the last office visit date and diagnosis is required on all controlled substances prescriptions. If the prescriber's state is different than the patient's state or where the medication is to be shipped, the last office visit date must fall within 6 months. The last office visit date must be within the last two years for most states. Empower Pharmacy complies with all varying regulations depending on the state. 

Does Empower Pharmacy fill prescriptions outside of the United States of America?

No, Empower Pharmacy only fills prescriptions within the United States of America.

What are examples of clinical difference statements?     

Compounding pharmacies may not make “Essential Copies” (see guidance) of commercially available drug products unless the prescriber has requested a change to the formulation that will make a “Clinical Difference” for that individual patient. Here is a list of 503B office-use products requiring clinical difference statements, 503A patient-specific prescription products requiring clinical different statements, and you can also read what the FDA requires.  

How can I access a product order form? 

Contact us and we will be glad to email you an order form. We can also customize order forms to best suit your clinic's needs. 

Can you directly ship a patient-specific prescription product to the clinic?   

Yes and no, Empower Pharmacy does not ship every medication directly to clinics in all 50 states.  

Controlled substances prescribed to an individual patient cannot be shipped to a clinic and must be shipped directly to a patient. 

In compliance with state laws, we do not ship patient-specific prescription products to any clinic in Alabama, Arkansas, Kansas, and Oklahoma. 

How long will it take for my patient's prescription to be filled?

The time to fill/compound each individual prescription varies. We recommend sending prescriptions to us in advance so that we can ensure your patient's medicine is ready as quickly as possible. Most orders are shipped within 7 business days if the prescription is received by 7:00 PM CST.

Can you directly ship a patient-specific prescription product to a patient? 

Yes. Empower can ship products that are prescribed directly to a patient in all 50 states. We can contact patients directly and confirm their demographic, billing and shipping information.

What type of payments do you accept?

We accept cash, wire, ACH, and most major credit cards, including Visa, Mastercard, Discover and American Express.

I did not see the item I am looking for on your site; does that mean it is unavailable?

Given the vastness and uniqueness of individualized compounded formulations, it is impossible to list every potential compound we offer. To inquire if we currently carry or can compound your prescription, please fill out the form located on our Contact page or call us at (877) 562-8577.

Can you provide office-use medications?

Our partner company, Empower Pharma, is registered with the FDA as a 503B outsourcing facility, which allows them to distribute compounds in bulk for office use.

How do I set up an account for office-use orders? 

You must fill out a form or call us at (877) 562-8577  to set up an office-use order account. 

Is there a minimum order quantity or value for office-use orders? 

No. No minimum order quantity or value is required to place an office-use order. 

I want to order controlled substances for office-use purposes, is there any paperwork that I need to fill out?     

Yes. Interested healthcare providers will need to submit a completed questionnaire to Empower for approval to order controlled substances for office use.

Can you directly ship an office use only product to the clinic?

Yes, however orders made in bulk for office use only cannot be shipped to clinics in Alabama and California. We can only provide patient-specific prescription products to these states. 

Can I return products after I have received them? 

Under normal circumstances, Empower Pharmacy does not accept returned products due to governmental regulations. In limited circumstances, Empower Pharmacy may accept returns and/or issue a credit to customer.

For product-return requests and refund requests, customers should contact their account representative or call (877) 562-8577. We will investigate the problem and come to a resolution in a timely manner.

How do I reset passwords? 

Reset your LifeFile password. Reset your Office Use Order Portal password. 

Trouble logging in? 

If you are experiencing any issues logging into your account either with the LifeFile or Office-use Order Portals, please call us during normal business hours (877) 562-8577. 

Why is the portal not allowing me to place an order? 

Some of the reasons you may be experiencing issues with placing an order through your portal are:

- one of your licenses is expired

- your credit card is not going through

- the product you are trying to order is on backorder

 

Please reach out to use at (877) 562-8577 to speak to a clinic liaison that will provide you with assistance.

Where can I find the osmolarity of your product?    

Each injectable IV product will have the osmolarity listed on the label located on the vial.

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