Frequently Asked Questions

How does this work?
Login/Register - set up an account by providing your Name, Email and Password
Enter Personal Details - tell us your DOB, Height, Weight, Gender and Shipping State
Medical Assessment - answer a few medical questions that the physician will review with your digital, video or telephone consultation
Checkout - provide Billing, Shipping and Payment information
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)

What is the difference between your online consultations?
State regulations differ and some states require a telephone consultation between physician and patient before the physician can treat and approve a prescription. Other states require a video consultation whereas other states require that you complete our software generated digital medical assessment questions. As soon as you tell us where you live, we can let you know the process to order from us. We have made the process simple and easy to follow. If your state requires video consultation, once you have placed your order for a specific medication, we will direct you to have an eVisit, where you will have a quick video call with physician. If your state requires a telephone consultation, expect a call from one of our physicians within 24 hours of placing an order. If your prescription is approved, we process payment and your medication will be shipped in discreet package. Your privacy is important to us.

What is a video consultation?
Our web based and mobile app uses secure, private, high-quality streaming video between you and our licensed physicians. We have partnered with eVisit software that offers WebRtc technology. The physician will briefly review your medical history with you, verify certain information and inquire whether you have any specific questions.

What is a telephone consultation?
Physician will telephone patient 24 hours from when an order is complete to review your medical history, verify certain medical information and inquire whether you have any specific questions. Physicians will call from 480-707-4556 and will attempt to reach you at least 3 times before declining your order.

What is a digital consultation?
Pursuant to Utah State Law 58-83 and R156-83 we have been licensed by the Utah Division of Occupational and Professional Licensing to facilitate the prescribing of specific medications using an online diagnostic consultation. Our physicians will review your medical file and whenever necessary follow up through e-mail and phone communication to determine whether to approve prescription.

How are prescriptions sent to pharmacy?
After the physician has completed either a video, telephone or digital consultation and approves your prescription, it is sent electronically to the pharmacy using HIPPA compliant encrypted software. Our licensed closed door pharmacy will package your order discretely and ship it directly to you.

Do I need an existing prescription to place an order?
No. One of our US-licensed physicians will review your answers to determine whether a prescription will be written. That prescription will be sent to our pharmacy, once payment has been collected your prescription will ship directly to you.

What if the physician doesn’t issue me a prescription?
You will not be charged if the physician chooses not to issue a prescription. You will be notified by the physician, and we will cancel the order.

What technical requirements do I need to have a video consultation?
Use your iPhone, Android, iPad, tablet or other mobile device with a camera and microphone.
Download the eVisit app for iPhone
Download the eVisit app for Android
(links open in new window)

How does the online consultation process work?
You will be asked to complete an online diagnostic consultation outlining your medical history and any current medical conditions you have and also to list any medications you may be taking. The physician assigned to your medical file will conduct either a video, telephone or digital consultation with you while reviewing your medical file to determine whether to approve and/or decline your request for a prescription based on the information you provided. If approved the prescription will be sent to our pharmacy where our Pharmacist will also review and if needed, contact you before dispensing medication. Otherwise your order will be packaged and shipped directly to you.

Is there a processing fee or consultation fee?
No. UpScript does not charge a consultation or processing fee if we fulfill your prescription. Costs associated with having a Physician review your medical history, having our pharmacy dispense your prescription, and all associated processing costs are built into the cost of the medication. We do everything possible to keep these costs to a minimum and pass the savings on to you. If you request the prescription to be filled at a different pharmacy there is a $120.00 processing fee.

How do I reorder?
Three simple steps:
Step 1: Login to your UpScript 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 upon check out or at any 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.

May I place an order for my spouse, significant other or friend?
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.

Can I place an order and schedule my video consultation for later?
No, you cannot schedule a time with the physician for later, but if you are not ready to conduct video consultation at the time you place your order, you can log back into your account at any time to complete the video consultation during physician office hours. We will not process your order until the video visit is complete.

What hours are physicians available for video consultations?
While you can place your order at any time you must complete a video consultation to finalize your order. Office hours when physicians are available for video consultations are listed below:
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: It may take up to 30 minutes for a physician to login and start video consultation with you. Stay in the waiting room and click “join now” once the physician logs in and starts video visit.

What hours are physicians available telephone consultations?
Office hours when physicians are available for telephone consultations are listed below:
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)

Expect a call within 24 hours from one of our physicians from <>. Physician will attempt to reach you at least 3 times before declining your order.

What does the package look like?
Your privacy is very important to us, and for that reason we do not indicate the contents of the package on its label. We ship using Federal Express and USPS Express envelopes. The return address on the envelope displays the name and address of the pharmacy that shipped your product. Because we generally require an adult signature upon delivery, many of our customers ship their order to a work address where someone is available to sign for package.

What if I 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.

How much does shipping cost?
For the 48 contiguous states:
USPS Priority Mail: $22
FedEx Express Saver: $25
USPS Express Mail: $28
FedEx Standard Overnight: $30

For Alaska & Hawaii:
USPS Priority Mail: $22
FedEx Standard Overnight: $30
USPS Express Mail: $32

How long will it take to receive my order?
For the 48 contiguous states:
FedEx Next Day: Arrives next business day
USPS First Class Mail: Arrives in 3 - 5 business days

For Alaska & Hawaii:
FedEx Next Day & FedEx International: Arrives in 2 - 3 business days
USPS First Class Mail: Arrives in 3 - 7 business days

Online Consultation (Digital, Video and telephone) completed by 2pm MST (Monday-Friday) will ship the same day
Online Consultation (Digital, Video and telephone) after 2pm MST will ship the following business day
Online Consultation (Digital, Video and telephone) completed on Saturday or Sunday will be shipped on Monday.

Is there a signature required for my package?
For USPS First Class Mail orders
No. You do not need to be home to sign for your package when it arrives. USPS will deliver it to your mailbox.

For Fedex Next Business Day orders
Yes. An adult signature is required upon delivery.

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 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.

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, and then UpScript.com will address the error.

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. At UpScript the cost for a Physician to review your medical history for a pharmacy to dispense your prescription are built into the cost of the medicine. When a customer chooses to have their prescription filled elsewhere, we must separate those costs.

What states does UpScript serve?
UpScript is able to serve the following states AK, AL, AR, AZ, CA, CO, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, 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 you can sign up for notifications here or check back to see if your state has been added to the list. Please note we are not able to ship Erectile Dysfunction medications to the state of South Carolina

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.