Patient FAQ

I am interested in your compounds, can you recommend a physician for me?

Based on your location, we can recommend a doctor in your area that has previously filled that specific compound with our pharmacy, but it is not guaranteed that we will be able to find a prescriber near you that specializes in the type of medicine you are inquiring about.

How long will my order be held for pick up?

We hold all medications for two weeks for pick up. During this time, we will have an automated system call you three times to inform you that your prescription is ready for pick up. 

Is a signature required for delivery?

For controlled substances or high-dollar packages, we do require a signature to ensure proper delivery.

Can I have someone else pick up my medication?

Yes. As long as your designated representative picking up your medication knows your name and birth date, can provide their personal identification, and is over 18 years of age, they can pick up your prescription.

Can you do automatic refills?

We do not refill medications automatically. Many of our medications are prescribed "as needed," and we do not want to bill a patient for medication they may no longer need. Also, if the prescription is automatically refilled and requires shipment, we cannot ensure that the recipient will be present to accept the package once delivered.

What happens if I did not receive my medication or my package was lost during transit?

We will perform an investigation with the shipping carrier to determine if we will be able to initiate a claim. If you have a refill available, we will refill your order to replace the lost package and require a signature to ensure delivery.  

Do I need to have a prescription to order your products?

Yes. All of our medications require a prescription from a licensed prescriber. Your healthcare provider can call in your prescription to (877) 562-8577 or fax it to (832) 678-4419.

Can I request my refills online?

Yes. You can request a refill through our Prescription Refill page.

Do you accept flexible spending account (FSA) or health savings account (HSA) cards?

Yes, we do.

Where are your ingredients sourced from?

We source all our active pharmaceutical ingredients from the same FDA-registered facilities that all U.S. pharmaceutical manufacturers are required to.

Why was my prescription not filled when my doctor called it in?

Upon receiving a prescription from your doctor, we do not automatically fill it until we get approval from you to do so.

Can you take back my medicine?

The Texas State Board of Pharmacy prohibits pharmacies from re-using medication that has left the pharmacy.

How do I dispose of unused medicines?

Please visit the FDA's website to learn how to dispose of unused medicines

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

It is impossible to list every single drug and formulation we offer. There are many other medications available. Call us today for more information: (877) 562-8577.

Will my insurance cover compounded medications?

Because compounded medications are exempt by law from having National Drug Code ID numbers that manufactured products carry, many insurance companies will not directly reimburse the claimant or compounding pharmacy, so Empower does not accept insurance.

Why was my prescription called into your pharmacy and not my neighborhood pharmacy?

Your healthcare provider likely prescribed you a medication that is not available in a traditional retail pharmacy and requires a compounding pharmacy, like ours, to make the medication specifically for you based on your physician's specifications.

Why did my doctor tell me to use Empower Pharmacy versus another compounding pharmacy?

Since many prescribers realize that compounded product testing and quality control vary from pharmacy to pharmacy, many have come to trust Empower based on our reputation of delivering consistent, high-quality compounded medication. We test and produce all our products according to all applicable FDA and USP standards, often above and beyond them. Learn about about our quality systems.

My doctor is calling in a prescription to your pharmacy. What should I do?

As soon as we receive your prescription, you will receive a call from us. We will obtain some basic information from you and discuss payment/shipping options. If you have not heard from us within 24 hours of your physician sending us your prescription, feel free to give us a call at (877) 562-8577.

How can I get my prescription transferred to Empower Pharmacy?

Our pharmacists are more than happy to call your doctor or the pharmacy where your prescription is and have it transferred to us.

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

The time to fill/compound each individual prescription varies. Most orders are shipped within 24 hours if the prescription is received by 7:00 PM CST.

PLEASE NOTE: Upon receiving a prescription from your physician, we will first get your approval before filling the prescription unless otherwise specified.

How can I get a price on my prescription?

Since compounded medications differ from pharmacy to pharmacy, it is Empower’s company policy that we require to see the prescription before providing a quote.

You can bring in your prescription or have your doctor fax it to us at (832) 678-4419, and we can provide you with a price. Alternatively, you can scan your prescription and email us a copy to Please include your name and phone number to contact you. This will be just for a quote. In order to fill the prescription, we will still need you to mail us the original prescription, or you can have your doctor call or fax in the prescription to us.

What type of payments do you accept?

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

What are your shipping options?

We offer multiple shipping options for your convenience. Orders can be shipped via UPS, FedEx, or USPS.

Express 2nd Day (1-2 days) $12.50
Express Overnight (1 day): $22.50
Express Overnight Refrigerated (1 day): $29.50

Please note that prescriptions requiring refrigeration must be shipped overnight on Monday, Tuesday, Wednesday, Thursday or Friday in order to assure the temperature integrity of the refrigerated product.

Can you send an email notification with my shipment tracking information?

We can. If you are a new patient and are interested, we will ask for your email address upon obtaining your demographic information. If you are a current patient and are interested, please call and provide us with your email address so that you may receive tracking information the next time you refill your prescription(s).

Can you call my doctor for refills?

Yes, we would be happy to contact your doctor. Please note: Refill authorization response time from doctors' offices may vary.