Frequently Asked Questions

HOW DO I GET STARTED?

1. Login/Register – Set up an account by providing your Name, Email and Password
2. Enter Personal Details – Tell us your DOB, Height, Weight, Gender and Shipping State
3. Medical Assessment – Answer a few medical questions that the physician will review with your digital, video or telephone consultation
4. Checkout – Provide Billing, Shipping and Payment information
5. Physician Consultation – to finalize your order you will need to conduct either a telephone or video consultation (typically less than 5 minutes) or have a physician review your digital consultation (consultation type varies by state of residence)

THE ONLINE CONSULTATION PROCESS

During the registration process, you will be asked to complete an online medical assessment, outlining your medical history, any current medical conditions you have, and any medications you are currently taking. The physician assigned to your medical file will conduct either a video, telephone or digital consultation (depending on the state we are shipping to). At this time, he or she will review the medical information you have provided to determine whether or not the prescription you have ordered is appropriate for you. If approved, the prescription will be sent to our pharmacy where our Pharmacist will review again. If necessary, our pharmacist will contact you before dispensing your medication. Otherwise, your order will be packaged and shipped directly to you.

WHAT IS THE DIFFERENCE BETWEEN YOUR ONLINE, VIDEO AND TELEPHONE CONSULTATIONS AND HOW DO I KNOW WHICH I NEED?
TELEPHONE CONSULTATIONS

If your state requires a telephone consultation, one of our physicians will call you within 24 hours of placing your order. If you order is placed during office hours this call will typically be within a few hours of placing your order. The physician will review the medical information you provided, verify important medical information and address any specific questions you might have. You should expect to receive a call from the phone number 480-707-4556. The physician will attempt to reach you at least 3 times before declining your order.

PHYSICIAN OFFICE HOURS FOR TELEPHONE CONSULTS:
MONFRI 6 AM – 6PM
SATSUN 9 AM – 11 AM
*Times displayed in Pacific Standard Time

Physician will attempt to reach you at least 3 times before declining your order.

VIDEO CONSULTATIONS

If your state requires a video consultation we will direct you to have a brief visit with one of our physicians. Our web site uses secure, private, high-quality streaming video between you and our licensed physicians. The physician will review the medical information you provided, verify important medical information and address any specific questions you might have.

CAN I PLACE AN ORDER AND CONDUCT VIDEO CONSULTATION AT DIFFERENT TIMES?
While you can place your order at any time you must complete a video consultation in order for your prescription to be processed. If you are unable to conduct your video consultation at the time you place your order, simply log back in to your account at any time during physician hours to complete your consultation. We will not process your order until the video consultation is complete.
PHYSICIAN OFFICE HOURS FOR VIDEO CONSULTS:
Mon 7:00 AM to 7:00 PM
Tue 7:00 AM to 7:00 PM
Wed 7:00 AM to 7:00 PM
Thu 7:00 AM to 7:00 PM
Fri 7:00 AM to 7:00 PM
Sat 10:00 AM to 12:00 PM
Sun 10:00 AM to 12:00 PM
(Times displayed in Pacific Time)

Note: Once you have logged in, it may take up to 30 minutes for a physician to login and begin video consultation with you.
Please click “Check In” and wait until the physician starts the visit.
WHAT TECHNICAL REQUIREMENTS DO I NEED TO HAVE A VIDEO CONSULTATION?
Use your PC, iPhone, Android, iPad, tablet or other mobile device with a camera and microphone.
DIGITAL CONSULTATIONS

Some states allow their residents to interact with an online physician without an audio or video interaction. If you live in a state that allows for this type of interaction, you will simply be asked to answer a number of questions online and a physician will review your responses to determine whether or not a medication is appropriate for you. Our physicians generally review your medical file within a few hours and whenever necessary will follow up by e-mail or phone to determine whether or not to approve and process a prescription.

PRESCRIPTION INFORMATION
HOW ARE PRESCRIPTIONS SENT TO THE PHARMACY?
If your prescription is approved after the physician consultation, it is sent electronically to our pharmacy using HIPAA compliant encrypted software.
DO I NEED AN EXISTING PRESCRIPTION TO PLACE AN ORDER?
You do not need an existing prescription. One of our US-licensed physicians will review your answers to determine whether the prescription you’re ordering is appropriate for you. Once approved, payment will be processed and the prescription will be sent to our pharmacy and shipped directly to you.
IS THERE A PROCESSING FEE OR CONSULTATION FEE?
Yes, there is a $45 consultation fee if we fulfill your prescription. If your doctor determines that Contrave isn't right for you, you will not be charged.
MAY I PLACE AN ORDER FOR SOMEONE ELSE?
No, the patient must complete the online diagnostic medical assessment. Our system collects a complete patient medical history in order for our Physicians to make a diagnosis and to prescribe a treatment and it needs to be obtained directly from the patient.
MAY I HAVE MY PRESCRIPTION FILLED AT ANOTHER PHARMACY?
Yes, you may choose to have your prescription filled at another pharmacy at any time; however, there will be a $120.00 processing fee. In most cases at GetContrave, the cost of prescription processing by our pharmacy is built into the cost of the medicine. When a customer chooses to have their prescription filled elsewhere, we must separate those costs.
REORDERING AND AUTO-REFILLS
HOW DO I REORDER?
Reordering is simple!
Step 1: Login to your GetContrave account using your Email and Password
Step 2: Verify your Billing, Shipping and Payment information
Step 3: Confirm the medication you are reordering
CAN I SET UP AUTO-REFILL?
Yes! If the prescription you have requested is available for auto-refill you will have the opportunity to enroll in auto-refill during check out, or at a later time under the AutoRefill tab within your account.

Note: Certain products which are prescribed for regular use will automatically enroll you in the auto-refill program. The receipt page will indicate enrollment. Not to worry though, you may cancel the auto-refill enrollment at any time under the AutoRefill tab within your account or by contacting Customer Service.

SHIPPING

GetContrave offers free shipping through USPS First Class Mail. If you would like to expedite shipping, costs are listed below:

SHIPPING COSTS
For the 48 contiguous states:
USPS First Class Mail: $0
FedEx 2 Day: $15
FedEx Next Day: $34


For Alaska & Hawaii:
USPS First Class Mail: $0
FedEx Priority: $34

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
-Consultations completed by 1pm PST, prescriptions will ship the same day.
-Consultations completed after 1pm PST, prescriptions ship the following business day.
-Consultations completed Saturday or Sunday, prescriptions ship on Monday.

SHIPPING METHODS
48 CONTIGUOUS STATES:
USPS First Class Mail: Arrives in 3-5 business days
FedEx 2 Day: Arrives in 2 business days
FedEx Next Day: Arrives next business day


ALASKA & HAWAII:
USPS First Class Mail: Arrives in 3-7 business days
FedEx Priority: Arrives in 2-3 business days

IS THERE A SIGNATURE REQUIRED FOR MY PACKAGE?
No, your order will be delivered to your mailbox and typically does not require a signature.
WHAT IF MY PACKAGE IS DAMAGED OR COMPROMISED WHEN I RECEIVE IT?
In the event you have received your package damaged or compromised, please contact the pharmacy at the number provided on the prescription label.
PAYMENT & INSURANCE
WHAT FORM OF PAYMENT CAN I USE?
We accept credit cards, debit cards, prepaid cards, flexible spending account (FSA) cards, money orders and wire transfers.
WHAT WILL DISPLAY ON MY CREDIT CARD STATEMENT?
“KM-PCM Pharmacy.com” or “Bella Brands LLC.” If you have any questions please call 844-723-3103.
CAN I USE A STATE OR GOVERNMENT FUNDED HEALTHCARE PROGRAM FOR THE VISIT?
No. At this time, state or federal government funded healthcare programs cannot be used. GetContrave cannot be used if you are a participant in a government-funded healthcare program.
CAN I USE HEALTH INSURANCE FOR THIS ONLINE VISIT?
No. At this time we require payment at the time of service. Forms of acceptable payment are listed in the answer above.
DO YOU ACCEPT FLEX SPENDING ACCOUNTS (FSA) OR HEALTH REIMBURSEMENT ARRANGEMENT (HSA) CARDS?
Yes, we are registered as a SIGIS member for the 90% Rule. We accept FSA and HAS cards as forms of payments.
RETURNS
WHAT IS THE RETURN POLICY?
Per FDA regulations, prescription medication may not be returned once it is sent from the pharmacy. If you have any questions about the medicine you have received, please contact us and we will refer your question to the pharmacy and/or Physician who wrote your prescription, or to our customer service department. In addition, you may e-mail the pharmacy or Physician directly using our secure e-mail system by logging-in to your account. The secure e-mail system assures your privacy.

If you believe you have received an incorrect medication; please do not take the medication and contact Customer Service immediately so that GetContrave.com can address the error.

WHAT IF MY PACKAGE IS DAMAGED OR COMPROMISED WHEN I RECEIVE IT?
In the event you have received your package damaged or compromised, please contact the pharmacy at the number provided on the prescription label.
WHAT STATES DOES GETCONTRAVE SERVE?

GetContrave serves the following states: AK, AL, AR, AZ, CA, CO, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MS, MT, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY. If your state is not listed, please sign up here to be notified when we are able to serve you.

IN THE EVENT OF AN EMERGENCY

In case of medical emergency, please contact your local Physician or hospital for immediate care. Do not rely on your online Physician for emergency medical care.

PRIVACY

Your privacy is very important to us! Prescriptions are sent electronically to our pharmacy using HIPAA compliant encrypted software. Prescriptions are processed by our licensed, closed-door pharmacy and are shipped out in discreet packaging. We ship using FedEx and USPS Express envelopes and the return address on the envelope will display the name and address of the pharmacy that shipped your product, but will not reference the package’s contents. Because we generally require an adult signature upon delivery, many of our customers choose to ship their order to a work address where someone age 18 or over is available to sign for the package.