FAQ

Here are some of the questions we hear most often from our users. If you can't find the answer you are looking for, send us an email at support@nurx.co or call us at (800) 321-NURX.

Top 10 FAQs

How does Nurx work?

Nurx is a hassle-free way to get birth control and PrEP delivered to you. Go to the Nurx home page and Click Get Started or Looking for PrEP? Get started in 3 simple steps:
  1. Select the prescription you'd like or select the option to get a doctor's advice on which method might work best for you.
  2. Answer a few health questions.
  3. Enter your demographic information & complete your order.
A licensed medical provider will review your request and write a prescription once they've reviewed your health history. Nurx will fill and ship the prescription to you. The process takes about 3-5 business days once we receive your complete request with all the information we need. Nurx automatically refills and ships your prescription!

More Info

Watch This Video to hear from our doctor about the birth control process, or check out this video to hear more about PrEP with Nurx.

How long does it take to get my birth control?

Birth control shipments take about 3-5 business days to arrive after you complete your prescription request. To speed up the process, make sure your request contains all the info our doctor will need:
  • Clear photo of your ID (passport, driver's license, school ID, etc)
  • Complete health questionnaire
  • Up-to-date delivery address
  • Valid credit or debit card for any copays or out-of-pocket costs
  • If using insurance, a clear photo of the front and back of your Rx insurance card
    • Coverage must be active
    • The card should have the ID, Rx BIN, Rx PCN, and Rx Group #s
    • The name and date of birth associated with your insurance plan matches your photo ID
Also, please be prepared to provide the results of a blood pressure check taken in the past 6 months.  

Why did I receive 1 pack instead of 3?

If you used insurance:

Some insurance companies only cover 1 pack every month. In these cases, Nurx will only ship 1 month at a time to make the most of your insurance benefits. Nurx automatically refills your prescription on the earliest date that your insurance will allow to make sure you do not run out of your prescription.  

If you paid cash:

Please reach out to Nurx in your Nurx Messenger and we will investigate.

I don’t know what to order. Can you help me choose?

Yes!

Get a Doctor's Expert Recommendation:

  1. Click Get Started on Nurx
  2. Choose the "Let the doctor select a pill for me!" option
  3. Answer a few health questions
  4. Complete your Nurx sign-up and submit your request for a prescription
  5. A medical provider will reach out to you with a recommendation or follow up questions

Learn More About All Your Options:

Bedsider also contains detailed information about various birth control methods.  

How do I cancel an order?

You can cancel your order by messaging Nurx through your Nurx messenger at https://app.nurx.com/messages, or by calling 800-321-NURX between 9am and 9pm EST Monday through Friday.  

Modifying or cancelling an initial order

Once you complete checkout, the first shipment will ship as ordered.

We consider all orders to be final, and will move forward once you place a request. If you wish to modify or cancel your first order, you must contact Nurx as soon as possible. However, once you place the order, the process moves quickly so please keep in mind that we cannot honor most cancellation requests past the checkout stage

The order is confirmed cancelled when Nurx Customer Care Team messages you confirming that the order has been cancelled. If you do not receive a cancellation message, please call Nurx to confirm prompt cancellation.

Modifying or cancelling a refill

If you wish to modify or cancel a refill, you must notify Nurx prior to the prescription being dispensed.

You will be notified that the order is dispensed via Nurx Message. The message will include what medication was dispensed, and the total cost (if applicable). To make you aware of your refill order status, we send you messages at 3 key points in your order:
  1. When your order is being prepared (before it is filled and shipped)
  2. When it is dispensed and charged to your insurance/credit card
  3. When USPS or Fedex begins the delivery process
To successfully cancel a refill, you must message Nurx before Message 2 is sent, which is when the order is dispensed and charged to your insurance or credit card. You can cancel your order by messaging Nurx through your Nurx messenger at https://app.nurx.com/messages , or by calling 800-321-NURX. The order is confirmed cancelled when Nurx Customer Care Team messages you confirming that the order has been cancelled. If Nurx is able to intercept the refill package before it is shipped, we are able to issue a refund. Once the package is dispensed by the pharmacy, the order is final and cannot be returned or refunded. Federal law prohibits pharmacies from accepting returns or exchanges on prescriptions, to protect the integrity of the medication and the health of our patients. If you think you received an order in error, are experiencing delays with a shipment, or have questions about your order, please send Nurx a message at https://app.nurx.com/messages or call 800-321-6879 between Monday and Friday 9 am - 9 pm EST.

How do refills work?

Nurx automatically refills your birth control prescription for 1 year from the time you begin using our service. Nurx automatically refills PrEP prescriptions for 3 months from your prescription request.  When we can no longer ship you refills, we will message you with a reminder to renew your service so that you never miss a refill.  

How much does Nurx cost?

Nurx's consultation and standard shipping are free. The cost for birth control, PrEP, and emergency contraceptives depends on if you are insured and your insurance plan:
  • With health insurance: Your birth control prescription is free in most cases.
    • Insurance companies set the cost or 'copay' for prescriptions. Usually this is $0 - it can range depending on your plan and the prescription that you and your doctor select.
    • Nurx charges the copay set by your insurance when your prescription is filled.
    • Please call your insurance company if you would like to know your copay.
  • Without health insurance: You can purchase your birth control through Nurx starting at $15 per pack.
    • Contact Nurx at support@nurx.co or by calling 800-321-NURX and we can provide a price estimate for a specific prescription.
If you choose to pick up your birth control prescription at a non-Nurx pharmacy, a small service fee applies.

Where is Nurx available?

Nurx is available in:

  • California
  • Washington, DC
  • Florida
  • Illinois
  • Indiana
  • Massachusetts
  • Michigan
  • Minnesota
  • Missouri
  • New Jersey
  • New York
  • North Carolina
  • Pennsylvania
  • Washington
  • Texas
  • Virginia
  • Armed Forces (Americas, Europe, Pacific)
If you don't see your state listed here, email us at support@nurx.co and we will notify you when we're in your state!

About Nurx

Is there an age restriction for getting on birth control with Nurx?

Minimum age requirements for birth control vary by state. You must be at least 12 years of age to be considered, and state-by-state regulations may require that a patient be older in order to receive service Please check your local laws for clarification. The risks of hormonal contraception increase for women age 50 and over, and your regular doctor is in the best position to help you safely manage your contraception needs.

Where are your drugs sourced from?

Drugs are shipped directly from a licensed pharmacy near you. We will automatically pick a pharmacy near you that can send out the drugs. If you want, we can send your script to another pharmacy of your choosing, but then you will have to pick up your prescription in person.

Who are your doctors?

Our provider team are licensed clinicians in your state, and most are specialized in an area related to Nurx services.

Can I use Nurx if I’ve never used birth control before?

Yes. We can start you on birth control pills. If you know what pill you want, you can choose it through Nurx. Our doctors are also happy to help you find a pill that works for you and answer any questions you have about birth control. Get Started Now

Where can I provide feedback or get in contact?

You can email us at any time at support@nurx.co

You can call us at 1-800-321-NURX (6879) between 9am and 9pm EST.

What are Nurx’s Hours?

Nurx can be accessed 24/7 and you can send us a message at any time. Messages are responded to within a few business days or sooner. Phones are open Monday - Friday, 9AM to 9PM Eastern Standard Time at 800-321-6879.

Is Nurx safe?

Yes! Drugs prescribed and sent through Nurx are prescribed using the same rules and medical standards as your family physician. A Nurx medical professional will only prescribe a medication if it is safe to do so based on the info provided by the patient.

Who is Nurx for?

Anyone who needs birth control or Truvada for PrEP can use Nurx. Get Started Now

Cost and insurance

How will a receipt show on my bank or credit card statement?

The transaction record will show Nurx.co and the amount. Details regarding a prescription will not appear on the transaction record.

Do you accept Medicaid?

We currently accept CA (including FPACT), NY, IL, and TX Medicaid. We are currently unable to accept most plans under other state Medicaid plans unless there is a managed care insurance card associated with your plan.

Health and birth control

Can I get the Ring or the Patch?

We offer the ring and the patch! Get Nuvaring Here or Get the Patch Here

Order and delivery

Do you offer overnight delivery of emergency contraceptives (Plan B)?

Yes, we offer these services overnight, please be sure to let the doctor know that you need it ASAP. To avoid any delivery delays, we can also call prescriptions in to local pharmacies for you to pick up if you need it urgently.

Will I be able to track my shipment?

Yes. Nurx will send you a tracking link when the order leaves the pharmacy. You can use this link to track your package and get updates on the status of delivery.

Does everyone who gets a prescription through Nurx have the opportunity to talk to a doctor?

Yes. When you make your initial request you can let us know you want to talk to a doctor. You can also chat with the doctor via secure messaging, phone or video.

What types of birth control do you offer?

We offer most oral contraceptive that local pharmacies stock. In addition to this we offer the the skin patch and the vaginal ring. We do our best to keep a consistent brand for each user, however due to multiple circumstances, you may receive another generic alternative for your prescription medication.

How many pills can I get?

We do our best to send you 3 months at a time through your insurance. If your insurance limits you to 1 month at a time, we will properly time your refills so that you never miss a pill.

Can I get a refill of my existing birth control pill?

Yes, please send us a message via your Nurx Message window if you would like a refill and signed up with Nurx in the past 12 months. We may also ask you some follow up questions, or to fill out a new request to make sure that your prescription and delivery meets your expectations.

How is the birth control shipped?

Contraceptives are delivered by USPS via 2-day priority mail or first class mail for some refill orders. No signature is required for delivery of birth control. The packaging is discreet, and there is no mention of Nurx or a pharmacy on the outside of the envelope.

How fast can I get my birth control?

We provide free delivery, which in most cases is within 72hrs after your request has been prescribed by a medical provider. Prescription deliveries will happen anywhere between 5 - 7 days from receiving your complete request for a birth control or emergency contraceptive medication. Truvada deliveries can also happen that quickly, though that is dependent on turnaround time on lab work. If you are interested in an expedited delivery service, please contact us at 1-800-321-NURX between 9am and 9pm EST, Monday through Friday.

Privacy and safety

How do I update my email address?

If you'd like to update the email address associated with your Nurx account you have 2 easy options.

Option 1

  • Send a Message to Nurx from the email address currently registered with your account
  • Include your new email address and a note that you'd like to update your email address.
  • We'll take care of the rest!

Option 2

  • Send a Message to Nurx at support@nurx.co from your new email address
  • Include your previous email address, name, and date of birth.
  • We'll update the email address on your account and confirm with you when it's all set.

Does Nurx share information with my primary care physician?

If you want us to, we can share your information with your primary care physician. We believe it is a good idea for your primary care physician to have a full picture of your health, and encourage you to share the health information we have about you with your primary care physician. You're in control though, so we will not send them anything without your express permission.

Who does Nurx share my information with?

Nurx does not share your information with anyone without your permission.

I’m on my parents’ insurance, will they find out that I got birth control from Nurx?

Nurx won't tell your parent(s) or anyone else that you are on birth control. As part of regular health insurance communications, your insurance company sends some of your confidential health information – like the services you received and when – to the policy holder of your health plan.

You may be able to protect your privacy by contacting your insurance company to request that they disclose your sensitive health information - including birth control and STI care - to you only. If you contact your insurance provider directly to ask them to suppress your sensitive health information from your insurance plan holder, we cannot guarantee making this request with your insurance company will protect your sensitive health information from the policy holder of your plan. But if you don’t make the request, your information will be disclosed to the policy holder in regular health insurance communications. If you’re on someone else’s insurance plan, the surest way to keep payments related to your birth control private is to not use insurance at all and pay out of pocket with a debit or credit card. Should you choose this, our medical team is happy to help you find a birth control that fits your budget. If you live in California, your insurer is required by law to honor your request to keep your sensitive health information private. Learn more about how to make a request here: http://www.myhealthmyinfo.org/ Your insurance company may share information about your claims with your parents. Unfortunately, we have no control over the information disclosed by your insurance company. Please contact your insurance company to find out what information they will share with a parent or plan holder.

Are payments safe?

Yes! All payments are processed through industry standard credit card systems.

Is my information safe?

Your information is transmitted to Nurx using industry standard encryption, and stored in encrypted form on our servers according to strict federal standards, including HIPAA.

PrEP

What is PrEP?

PrEP (Pre-exposure Prophylaxis) is a once-daily pill for people who are not living with HIV and would like to remain HIV-negative. Currently, the only FDA approved and available medication for PrEP is Truvada®. It was approved for HIV prevention in 2012 and contains two medications, tenofovir and emtricitabine.
  • Pre = before
  • Exposure = coming into contact with HIV
  • Prophylaxis = treatment to prevent an infection from happening

How effective is PrEP?

Truvada® for PrEP is highly effective at preventing HIV when taken as prescribed. Studies have shown that PrEP reduces the risk of getting HIV through sexual activity by up to 99% and by more than 70% among people who inject drugs. For more information on specific research, please click here.

Is PrEP right for me?

Starting any new medication can be intimidating. The CDC suggests that PrEP is an excellent option for people who are: 18 years of age or older, are currently HIV-negative, and meet one or more of the following criteria:
  • In a sexual relationship with someone who is living with HIV, especially when they are not undetectable
  • In a sexual relationship with a partner, or multiple partners, with an unknown HIV status
  • One or more incidences of condomless anal or vaginal sex in the last 6 months
  • Diagnosis of gonorrhea, chlamydia, or syphilis in the last 6 months
  • Inject drugs not prescribed by a medical provider or share works for drug preparation
  • Have a partner living with HIV and are trying to get pregnant
PrEP will not be a good option for those who meet any of the following:
  • Are already living with HIV. Truvada® for PrEP is not enough to treat HIV.
  • Who have symptoms of acute HIV infection or have been exposed to HIV in the last 72 hours (PEP may be a better option).
  • Diagnosed with Hepatitis B. Truvada® can also be used as an option for Hepatitis B treatment, but a primary care provider will need to evaluate you for proper care.  
  • Diagnosed with uncontrollable diabetes or impaired kidney function.

What is the difference between PrEP and PEP?

PEP (Post-exposure Prophylaxis) is a medication someone who is currently HIV-negative can take to reduce their risk of becoming infected after they have been exposed to HIV. PEP must be started within 72 hours after a possible exposure and continued for 28 days. If you feel you may need PEP, please visit your local emergency room or urgent care.
  • Post = after
  • Exposure = coming into contact with HIV
  • Prophylaxis = treatment to prevent an infection from happening

How quickly does PrEP start working?

When taken daily, PrEP is safe and highly effective in preventing HIV. PrEP reaches maximum effectiveness for receptive anal sex after about 7 days. For all other activities, including insertive anal sex (being the top) and vaginal sex, PrEP reaches maximum effectiveness after about 21 days.

How long do I need to take PrEP?

PrEP is something that you can start and stop at any time without long term side effects. PrEP should be continued for 30 days after the last potential exposure. If you would like to start PrEP again at a later time, you will need to take it for 7 to 21 days before it reaches maximum effectiveness like before. If you are considering stopping PrEP, please contact our medical team and we’ll help advise you so you can stop in the healthiest and most efficient way.

What are the side effects of PrEP?

Many new PrEP users report little to no side effects, but symptoms such as headache, abdominal pain, and weight loss can happen. These side effects typically don’t last long and often go away entirely within the first month. If you’re experiencing prolonged side effects, please contact us.

Does PrEP protect against other STIs?

PrEP does not protect against other sexually transmitted infections (STIs) such as gonorrhea, chlamydia, herpes, or syphilis. This is why we still recommend condoms and getting tested regularly.

How does PrEP work?

PrEP works by blocking an enzyme called HIV reverse transcriptase. By blocking this enzyme, it prevents HIV from making more copies of itself in the body. You will remain HIV negative if the virus can't make enough copies of itself in your system.

What if I miss a dose?

If you miss a dose or skip a day, it’s ok! Do not double dose. Just continue with your daily schedule as soon as possible. Missing one dose won’t greatly affect your level of protection against HIV. However, if you are missing multiple days or are having trouble with taking a pill daily, let us know.

How old do I need to be to start taking PrEP?

Based on FDA requirements, Truvada® for PrEP users need to be at least 18 years of age or older.

Does alcohol or drugs interact with PrEP?

PrEP should not interact with alcohol or drugs. However, one study found that PrEP may not be as effective for those who use injection drugs.

Is PrEP safe to use during pregnancy?

Truvada ® for PrEP has been used to help women with HIV-positive partners stay negative prior to and throughout their pregnancies since 2004. Make sure to tell your doctor if you are pregnant or trying to become pregnant.

How do I get PrEP through Nurx?

Using Nurx is an easy, fast, and reliable method to access PrEP. This entire process can take as few as 4 to 7 business days, depending on how quickly you get your labs completed. How this works:
  • Log onto nurx.com/prep
  • Click “Get Started on PrEP” in the top right corner
  • Answer a few questions about your health and sexual activity
  • Upload a picture of your photo ID and insurance card
  • Share your preferred shipping address
  • Get to know your insurance. Someone from the Nurx team will contact you about navigating the potential costs of PrEP.
  • A medical provider will review your request and contact you about next steps
  • Complete necessary lab work
  • Get excited! Your PrEP will be mailed to you.

What lab work do I need to do?

Before you can start PrEP, you will need to complete lab work. After you get started on PrEP, you will only need to get your labs done every 3 months before getting a refill.  We know getting labs done isn’t the most enjoyable process, but it’s important to know your status and it will help keep you and your partner(s) healthy. You will be tested for:
  • HIV
  • Kidney function
  • Hepatitis B (only the first time you go to the lab)
  • Gonorrhea, Chlamydia, and Syphilis (optional, but we highly recommend this)

I just received a swab kit. What do I do?

Here's a step-by-step guide on how to use the Swab Kit provided to you for your PrEP request. This guide will instruct you on the steps of bringing these swabs to your lab of indicated by a provider.  

Before you start: 

  • Please take your self swabs on the same day that you plan to have your other lab work drawn.
  • Be sure to label the bags of your samples.
  • If the swab kit is not dropped off at the lab within 30 days of receiving your swab packet, there will be a charge of $25 to your credit card on file for the cost of shipping and the swabs. If the swab tests are completed correctly, no charge will apply!

Rectal Self Swab Kit:

  1. Wash hands. Open kit and remove tube from package. Remove the swab, holding the blue shaft. Touch the Blue part only.
  2. Insert swab 1 inch into the anus and turn for 5-10 seconds. *If needed, before inserting swab, wet swab with water or saline solution.
  3. Remove cap from test tube. Place swab in test tube. Do not puncture the foil cap. Break swab shaft at the score mark.
  4. Put cap back on tightly on test tube to prevent any leaking. Try not to splash the liquid out of the tube.
  5. Discard wrapper and unused swab. Wash your hands. Place swab in biohazard bag.

Pharyngeal Self Swab Kit:

  1. Wash hands. Open kit and remove tube from package. Remove the swab, holding the blue shaft. Touch the Blue part only.
  2. Open mouth widely. Swab the tip of the swab in key areas of the throat pictured here:
  3. Remove cap from test tube. Place swab in test tube. Do not puncture the foil cap. Break swab shaft at the score mark.
  4. Put cap back on tightly on test tube to prevent any leaking. Try not to splash the liquid out of the tube.
  5.  Discard wrapper and unused swab. Wash your hands. Place swab in biohazard bag.

Going to the lab:

After completing all of the steps for the pharyngeal and rectal swabs, please place them labeled in the biohazard bags, before going to the lab. You can go to any LabCorp/Quest location to have your testing done. You may schedule an appointment or walk into the location of your choice. Once at the Quest/LabCorp location, identify yourself and inform the staff that a doctor has has ordered your labs via “Care 360 (Quest)” or “LabCorp Link (LabCorp). Make sure to take your photo ID and insurance card with you to the lab, and present your insurance card BEFORE you have any labs drawn. 

How much does PrEP cost?

PrEP is expensive, but it doesn’t necessarily mean you should have to pay for all of it. Often PrEP is covered by insurance, Medicaid, and Medicare. Payment assistance programs are available to help with co-pays or high deductibles. Depending on your insurance coverage, we recommend that you take some time to apply to any payment assistance program(s) you qualify for.   Unfortunately, these programs do not cover the cost of lab work and Nurx cannot cover the cost of labs for you. You’ll be responsible for the full cost of the labs to get started on PrEP. The cost varies based on many factors, including insurance coverage, so always check on the cost at the lab before you complete any tests.

What questions should I ask my insurance company?

If you have insurance, it's important to call your insurance provider and understand how much of your prescription they cover. To call your insurance company and apply for any payment assistance programs, you will want to reserve 30 to 60 minutes. Please ask the following questions:
  • Is a medication called Truvada® covered under my plan?
  • How much is my copay for this prescription per month?
  • Do I need Prior Authorization (PA) to receive Truvada®?
  • For lab work, should I use LabCorp, Quest, or something else?

What payment assistance programs are available for PrEP?

Gilead’s Co-Pay Card This card is available to anyone with commercial insurance and provides $3,600 per year towards the cost of Truvada, with no monthly limit. It can be used for copays, coinsurance, or for high deductible plans. For specific questions regarding Gilead’s Co-Pay Card, please call: (800) 226-2056. Gilead’s Advancing Access Program Advancing Access is a program that assists uninsured, underinsured, and some Medicare patients by covering the costs (or gaps in cost) for Truvada. Patients must have income equal to or below 500% of the Federal Poverty Level (2017: $60,300) to qualify. For specific questions regarding Advancing Access, please call: (800) 226-2056.
  • What you will need: your social security number, proof of income (W2, 1040 tax return, 2 most recent pay stubs, or a notarized letter with monthly income/expenses/savings listed)
  • Apply online here: https://www.gileadadvancingaccess.com/get-started-advancing-access
  • After you apply: This program requires more information and signature from providers here at Nurx. Please send us the application, in pdf form, completed as much as you’re able and we’ll be in touch shortly.
Patient Advocate Foundation (PAF) As long as insurance covers some portion of the medication and you earn up to 400% of the Federal Poverty Level (2017: $48,240/year), this group will provide up to $7,500 for co-pay and coinsurance assistance. For specific questions regarding PAF, please call: (866) 512-3861.
  • What you will need: your social security number, your annual household income, your insurance/Medicaid information.
  • Apply online here: https://www.copays.org/patients
  • After you apply: Once you submit the application, refresh the page after a couple of minutes for links to important documents to appear. Your award letter and amount will be found here. Make sure to download and send the Diagnosis Verification form to Nurx for a provider to complete as soon as possible.

How will my PrEP order arrive?

Your PrEP order will be delivered via FedEx 2-day Priority Shipping. A signature is required for delivery. The packaging is discreet and has no logos or mentions of Nurx.

What can I do if I am not in a state that Nurx serves, and my provider refuses to give me PrEP?

If you’re trying to get on PrEP and a health care provider has refused to prescribe it or your insurance won’t cover it, or if you are experiencing difficulty obtaining long term care or life insurance as a result of using PrEP, contact Lambda Legal’s Help Desk at 1-866-542-8336 or www.lambdalegal.org/help. Lambda Legal wants to hear about any problems people are having accessing PrEP, so we can find ways to address these potential barriers to HIV-related care.

Other

I’m a doctor and would love to work with Nurx, where do I start?

Please reach out to us at info@nurx.co. Our Doctors are licensed clinicians serving your state and most are specialized in an area related to Nurx services.

Are you looking for partners?

Nurx is always on the lookout for partner opportunities, both partnering pharmacies and organizations. Email us at info@nurx.co.

General Medical Questions

How effective are birth control pills?

When taken as prescribed by the physician, birth control pills are over 99% effective.

Does Nurx replace my primary care physician?

Nurx relieves your primary care physician from certain tasks that our doctors can take care of in a more convenient way. We still believe that a primary care physician plays a key role in providing good healthcare. You should still see your primary care physician for annual checkups and if you have a concern about your health.

Does Nurx replace doctors?

Nurx provides a new way for you to communicate with a doctor, but it does not replace them. When you make a request through our platform, the request is sent to a real live doctor in your state who will provide you the best possible care.

Do the methods of birth control you provide protect against STIs?

Neither the pill the patch or the ring protect against STIs. Condoms are an excellent way of protecting against STIs. Using condoms in conjunction with another form of birth control provides excellent protections against pregnancy and STIs.

How effective are birth control pills?

When taken as prescribed, birth control pills are over 99% effective.
Questions?

Talk to one of our specialists anonymously, and confidentially, or call (800) 321-NURX

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