Frequently Asked Questions
What is Alivia Home Delivery?
Alivia Home Delivery (Alivia HD) is a closed-door pharmacy that provides home delivery services for prescription medications. Our team of expert pharmacist’s processes prescriptions and coordinates the delivery of medications while adhering to the highest standards of quality and service. We have designed this service to simplify prescription fulfillment and medication management. For your convenience, you can choose to have your medications delivered directly to your home, office, or preferred address. Deliveries are available throughout all municipalities in Puerto Rico. Members residing in Vieques and Culebra must contact the toll-free number 1-833-920-2555 to coordinate the delivery of over the counter (OTC) products. Prescription medications cannot be delivered to Vieques and Culebra.
How can I add secondary health insurance?
To use this service, you must be a member of an eligible health plan. If you have secondary health insurance, you can call the toll-free number 1-833-920-2555 to provide all necessary details.
How can I pay for my prescription?
Once we process your medications, you will receive a notification in the app and by email informing you that your medications are in your shopping cart for review and payment. If you placed your order through our Call Center, we would contact you to complete the payment using a credit card or ATH Móvil.
In which areas do you deliver?
Our couriers deliver to all municipalities in Puerto Rico. Members residing in Vieques and Culebra must contact the toll-free number 1-833-920-2555 to coordinate delivery. Deliveries cannot be made to PO Box addresses or mailboxes (residential or commercial).
When are the deliveries made?
We make deliveries three times daily from Monday to Friday (8:00 a.m. – 12:00 p.m., 12:00 p.m. – 5:00 p.m. y 5:00 p.m. – 8:00 p.m). Deliveries to Vieques and Culebra may have different time slots, and delivery days may vary.
Do you deliver on holidays?
Our Alivia Home Delivery pharmacy and couriers observe certain holidays throughout the year. Services may be unavailable for order processing and deliveries on these dates. To check delivery availability, use the app to see the available delivery dates or call our Call Center at 1-833-920-2555. If you need your medications sooner, consider using your preferred pharmacy to drop off your prescription and pick up your medications in person.
Are all prescriptions eligible for delivery?
No. We deliver most maintenance prescription medications, as well as most refrigerated medications. We do not deliver specialty medications. If you have questions, please call Alivia Home Delivery Pharmacy at 1-833-920-2555.
Do you deliver refrigerated items?
Yes. When scheduling delivery for refrigerated medications, make sure to select a time and location where the recipient can store the medication in a refrigerated area. If you have any concerns, please call Alivia Home Delivery Pharmacy at 1-833-920-2555.
Do you deliver controlled substances?
If your prescription includes controlled substances, you can send it to the pharmacy via the app.
What happens if there is an issue with my medications?
If your order does not arrive as expected, please call Alivia Home Delivery Pharmacy at 1-833-920-2555.
Can I call the pharmacist?
Yes. Our Alivia Home Delivery pharmacists are available during business hours (Monday to Saturday, 8:00 a.m. — 7:00 p.m.). Simply call our customer service team at 1-833-920-2555 and request to speak with a pharmacist.
Do I need to provide the original prescription at the time of delivery?
Prescriptions sent directly by your doctor via e-prescription, fax, email, or text message do not require you to provide the original prescription at the time of delivery. If the prescription was sent by the patient via fax, email, or text message, the original paper prescription must be given to the courier, along with a valid ID at the time of delivery.
Does someone need to be present to receive the delivery?
Yes. You can ask a relative, friend, doorman, or colleague to receive your medications on your behalf. The courier cannot leave your package in a mailbox or at your doorstep.
What happens if no one is available to receive my medications?
We understand that life is unpredictable. We will make two delivery attempts. If the first delivery attempt fails, the courier will try again the next business day within the same time window. You may receive a call from our distribution partner to coordinate the second attempt.
After two failed delivery attempts, the courier will return your order to Alivia Home Delivery Pharmacy. In these cases, please call our pharmacy to coordinate the receipt of your medications. Additional charges may apply for re-shipment. Refunds will be processed according to the terms in our Refund Policy.
How can I send a new prescription?
We accept both paper and electronic prescriptions. Your doctor can send e-prescriptions directly to "Alivia Home Delivery Pharmacy".
Recetas electrónicas
We accept electronic prescriptions directly from your doctor. Simply ask your doctor to send the prescription to:
Alivia Home Delivery Pharmacy
NCPDP: 4030235
NPI: 1396391280
Paper Prescriptions
You or your doctor can send your prescription via:
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Text: (787) 201-3312
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Fax: 787-979-9600
If you send the prescription yourself, you must provide the original paper prescription to the courier at the time of delivery.
Which Android and iOS versions support the app?
The Alivia Home Delivery app is available for the following operating system versions:
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Android: 6.0 or later.
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iOS: 8.0 or later.
Older versions will not be able to find the app in the store.
Important Notice:
**** First Medical Health Plan, Inc. ("First Medical") offers a prescription medication delivery service to its subscribers in partnership with Alivia Home Delivery, a licensed private pharmacy in Puerto Rico. This service is optional. First Medical subscribers have the freedom to choose their preferred pharmacy provider. For a complete directory of participating pharmacies in the First Medical network, please visit: www.firstmedicalpr.com.
