Patient 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, or contact us directly at (877) 562-8577

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.

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

A clinical pharmacist cannot recommend a specific doctor. Because we are licensed in all 50 states*, we can accept prescriptions from many licensed prescribers if the prescription is written within their scope of practice and with a valid patient-practitioner relationship. 

*Licensing is subject to change.

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 7 business days 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.

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.

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.

Can I request my refills online?

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

How will I receive my prescription?

When filling out our refill request form, if you would like your prescription shipped to you please provide shipping details, and select your preferred shipping method.

If you would like to pick up your prescription directly from our facility, please select "Patient Pickup" as your shipping method. You may visit our Virtual Tour Center to view our lobby, get contact information, or redirect to our FAQ Center for any additional questions.

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. 

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.

Are there any days you'll be closed for the holidays in 2024?

We will be closed on the following days:

New Year's Day - 1/1/2024

Memorial Day - 5/27/2024

4th of July - 7/4/2024

Labor Day - 9/2/2024

Thanksgiving Day - 11/28/2024

Day after Thanksgiving - 11/29/2024

Christmas Eve - 12/24/2024

Christmas Day - 12/25/2024

Do I qualify for the Uniformed Services discount at Empower Pharmacy? 

To receive this discount, we require an issued ID card, badge, or DD214. The following titles apply:

- Military (Army, Airforce, Navy, Marines, Coast Guard, and Space Force)

- Federal and state law enforcement (including FBI, CIA, NSA, DHS, INS, Air Marshalls, Boarder Patrol, Wardens, and Prison Security)

- Firefighters


- Department of Justice

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: This does not include 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

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

*Shipping capabilities are subject to change. 

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

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

Is a signature required for delivery?

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

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.  

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).

How can I get a price on my prescription?

To determine a product’s price, Empower Pharmacy requires a prescription since compounded medications differ from pharmacy to pharmacy.  Please contact your prescriber/ healthcare provider to obtain a prescription if needed.

What type of payments do you accept?

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

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

Yes, we do.

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.

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.

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.