Cornell University Hospital for Animals

 

Hospital Services
Pharmacy


Pharmacy FAQ

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Table of Contents

Pharmacy Operations

Getting Started - New Prescriptions

Prescription Refills

Online Pharmacy Refill Requests

Shipping Prescriptions

Special Prescriptions

Special Circumstances

Paying For Prescriptions

Pharmacy Operations

What are your hours?

We are open Monday through Friday from 8:00 am until 6:00pm and Saturdays from 8:00am until 12:00 noon.  We are closed Sundays.  We are closed on major holidays (Martin Luther King Holiday, Memorial Day, Independence Day, Labor Day), Thanksgiving weekend (Thursday through Sunday), and during the Cornell University holiday week (Christmas day through New Year’s day).

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Where is the Cornell University Hospital for Animals (CUHA) Pharmacy?

Our pharmacy is located just within the entrance to the Cornell University Companion Animal Hospital in the area of the Veterinary College buildings, and across Campus Road from the “B” parking lot. 

If using an internet mapping service or GPS, set the destination to 930 Campus Rd. This will put you in front of the main hospital building.

Our mailing address is:

CUHA Pharmacy

19 Veterinary College

Ithaca, NY 14853

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Is parking available at your pharmacy?

Yes, free parking for clients is available right in front of the doors to the companion animal hospital.

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What is your phone number or email address?

607-253-3231. If we are unable to take your call because we are on the other line or it is after hours, please feel free to leave us a detailed message. You may also email us at cuha-pharmacy@cornell.edu. This email address is only monitored during normal business hours.

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Getting Started - New Prescriptions

Do you fill prescriptions for just animals or can I get a human prescription filled at your pharmacy, too?

We fill prescriptions only for animals.

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For which kinds of animals do you fill prescriptions?

We fill prescriptions for any animal, from aardvark to zebra and everything in between.  Most commonly, of course, we fill for dogs and cats, but horses, cows, goats, pigs, sheep, birds, ferrets, and rabbits are also part of our practice base.  We also fill prescriptions for some of the unusual pets like hedgehogs, sugar gliders, guinea pigs, snakes, and lizards, as well as wildlife animals and zoo animals.

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My Vet is not at CUHA. Can I still get my prescriptions filled at your pharmacy?

Yes. Your veterinarian can call the prescription in to 607-253-3231 option 1, or fax a written prescription to 607-253-3092. You may also bring your written prescription into the pharmacy. We are not able to fill prescriptions for controlled substances written by external veterinarians.

You may pick up your prescription or if you wish to have it shipped to you, you need to contact the pharmacy to provide billing information and to confirm shipping information before we would prepare your order.

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My veterinarian gave me a written prescription form. Can I bring it to your pharmacy to get it filled?

Yes. We fill prescriptions from outside veterinarians. You must either 1.) bring us a written prescription form, 2.) have your veterinarian call us with a prescription, or 3.) have your veterinarian fax us a prescription.

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How long do I need to wait before my prescription is ready?

Most routine prescriptions are ready shortly after we receive the order, provided we have that medication in stock. Some compounded items may take up to 24 hours.  Allergy vaccines and some other items that are obtained by special arrangements may take much longer.

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Can I fax a copy of my prescription to you?

We can accept faxed prescriptions from prescribers. However, by law, we cannot accept faxed prescriptions directly from consumers.

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Prescription Refills

How do I get a refill of my pet’s medication?

Do not wait until you are out of medication.  Request a refill a couple of days ahead, and don’t forget to plan for holidays and weekends.

You may bring your prescription into our pharmacy to have it refilled while you wait, you may call ahead, or for your convenience, we also offer an online ordering option. Please visit http://vet.cornell.edu/hospital/services/pharmacy/ and click on the link for online ordering to submit refill requests electronically. Each prescription is assigned a unique prescription number which is on the label affixed to your medication container.  Please provide us with that number as well as some other identifying information such as your name, your pet’s name, your client number, your pet’s case number, and the name of the drug.

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What if there are no refills left on the prescription?

If the prescriber is a veterinarian practicing here at CUHA, we will send out a request for authorization of a new prescription. Please allow 24 hours for us to get a response. If you have an external veterinarian, you must have your veterinarian contact us with a new prescription authorization.

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How many refills can I get on my pet’s prescription?

Your veterinarian will designate the number of allowable refills with each new prescription. The number of refills allowed will be indicated on the label of your prescription vial. Our systems allow us to provide a maximum of 6 refills. Refills must occur within a year of when the prescription was originally filled. After one year, all prescriptions are inactivated. Prescriptions for controlled substances have different requirements.

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Online Pharmacy Refill Requests

How do I order prescription refills online?

You may order refills online by visiting our website at http://www.vet.cornell.edu/hospital/Services/Pharmacy/. Click the “Online Rx Refill Request” link. You may order refills for multiple pets and prescriptions through our ordering app. Please have your most recent prescription and client information in front of you for ease of ordering.

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What are my shipping options?

Your shipping options are the same as if you placed a phone order. We are able to ship packages via USPS Priority Mail and Fed Ex. Please see the section on Shipping Prescriptions for pricing details.

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How do I pay for my order?

We will provide a secure link to Paypal in the confirmation email stating your invoice is ready to be paid. You may follow the instructions through the link to provide payment for you order. Payment must be made in full for us to ship your order.

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What payment methods are accepted online?

We accept VISA, Mastercard, and Discover through the Paypal link. If you would like to pay with Care Credit, please call the Billing Office at 607-253-3585. At this time we are unable to process Care Credit payments through Paypal. We are sorry for the inconvenience.

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Can you keep my credit card on file for future orders?

At this time we are not able to store credit card information for future use. You must provide payment information through Paypal with each order placed.

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What if I have a previous unpaid balance on my account?

We are unable to ship any orders until payment is made in full. If your account holds a previous unpaid balance, this amount will be part of your total amount due in Paypal. You must pay your previous balance along with the current medication and shipping balance to have your order completed at this step. If you do not wish to pay your total amount due, please call the Hospital Business office at 607-253-3218 for further assistance.

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How long will it take for my order to arrive?

Most prescriptions should take 3-7 business days to arrive from the time they are ordered. We are unable to ship any order without full payment being received. You will receive an email once your order has been received by our pharmacy and the invoice is ready for payment. If any medications are in need of refill authorization by the Veterinarian, this adds 24-48 business hours onto the process. Making your payment promptly through the paypal link included in your email will ensure your package is sent out within 24-48 business hours. Please note we are only able to process and ship orders during business hours Monday through Friday. Once your package ships out, you will receive an email containing the tracking number and carrier of your package.

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What if I have a question regarding the ordering, payment, or shipping process?

If you need assistance from the Pharmacy staff regarding your order, please call us at 607-253-3231 or email us at cuha-pharmacy@cornell.edu. We are available Monday-Friday 8am-6pm and Saturdays 8am-12pm. If you are unable to speak to someone due to high call volume or it is out of hours, please leave a message and we will return your call within 24 business hours.

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I paid for my order, but haven’t received an email with tracking information yet. What should I do?

Every order that is shipped from our pharmacy has tracking information associated with it. You should receive an email confirmation from our postage provider Stamps.com once your package ships. This email will contain the carrier method and tracking number for you to track your order. Please note that you will not receive an email immediately after paying for your order. Once we receive payment confirmation, the pharmacy must still fill your order and get it ready for shipping. This will take 24-48 business hours. The shipping email will not be sent to you until the package is scanned in by the carrier picking up the package. If your payment was made more than 48 hours prior and you have still not received an email, you may call or email the pharmacy to check the status of your order.

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Shipping Prescriptions

Do you ship prescriptions?

Yes. Typically clients use priority mail, which takes about 3 business days for delivery and is the least expensive option. If you need overnight or 2 day shipping you can request FedEx delivery for an additional fee. Call us if you want more information about shipping your prescription.

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Is there a charge for shipping prescriptions?

Yes.

US Priority Mail (delivery in 2-3 business days):

  • Under 1 pound $9.00
  • Over 1 pound $16.00

Federal Express: East of Mississippi River

  • Overnight delivery $22.00
  • 2nd day delivery $16.00
  • Dry Ice $39.00 (priority overnight)
  • Saturday Delivery $36.00

Federal Express: West of Mississippi River

  • Overnight delivery $33.00
  • 2nd day delivery $24.00
  • Dry Ice $54.00 (priority overnight)
  • Saturday Delivery $51.00

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Can items requiring refrigeration be shipped?

Yes. Medications requiring refrigeration are required to be shipped via Fed Ex Overnight. This is the best way for us to ensure items arrive at the correct temperature. These medications are shipped inside a box including an insulated envelope with an ice pack.

There are a couple of medications requiring deep freeze for storage; these are shipped on dry ice via priority FedEx overnight delivery.

We are very careful to prepare your package properly just prior to its pick-up for shipment. We are not responsible for melted ice packs resulting in damaged medication or packages left unattended in hot weather. Please be sure to check your mail early and often if you anticipate receiving a package from us with medication that might require refrigeration.

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Special Prescriptions

Do you compound prescriptions?

Yes. There are many products that we compound to tailor the prescription specifically to your pet. We make customized strengths of capsules, formulate suspensions so that dosing can be more flexible, and compound many specialized mixtures.

Compounded prescriptions often have different storage requirements and shortened expiration dates. Read your label carefully.

More information can be found here:

http://www.vet.cornell.edu/hospital/Services/Pharmacy/Compound.cfm

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Can you add flavoring to liquid products?

Because we cannot easily ascertain what the effect might be on a commercial product, we do not typically encourage flavoring of those products. We do, however, compound many prescription items into suspension formulations to which we can add flavoring. Flavors which we have include beef, chicken, lamb, tuna, bacon, fish, apple, pina colada, banana, grape, peanut butter, bubble gum, molasses, cheddar cheese, and watermelon.

Your veterinarian must specify the desired flavor with the original prescription.

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Do you fill prescriptions for controlled substances?

We are licensed to fill prescriptions for controlled substances only if they are prescribed from our veterinarians practicing here, at CUHA. We cannot fill prescriptions for controlled substances from external veterinarians.

Controlled substances in schedule two (CII) may not be refilled. Controlled substances in schedules three, four, and five (CIII, CIV, CV) may be refilled, if authorized by the prescriber, up to five times within 6 months of the original filling of the prescription. Refills cannot be provided in advance of the number of days of supply obtained on a previous fill for that medication.

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Do you compound allergy vaccines?

We fill prescriptions for allergy vaccines, but only if prescribed by veterinarians at CUHA. We cannot fill allergy vaccine prescriptions for external veterinarians.

Allergy vaccine orders are custom compounded for your pet, and are sent to an external compounding facility.  It may take up to several weeks for your order to be processed.  Your order must be paid for in advance and we will call you when it is ready.

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Special Circumstances

When will my prescription be ready?

We try to fill all new prescriptions as we receive them and generally, prescriptions may be picked up at the pharmacy within a couple of hours.   If at all possible, try to give us at least 24 hours notice for a refill.  Medications that are compounded, that need to be ordered, or otherwise require special handing may take longer.

Packages that are shipped via US Postal Service priority mail leave the pharmacy on Mondays through Fridays at 11:00am.  The cut off time for FedEx is 2:00pm.  We do not ship on holidays or weekends.

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Can I get a smaller quantity of medicine than the veterinarian prescribed?

Yes. However, when we reduce the quantity on a prescription, that reduction applies for the life of the prescription. In other words, each subsequent refill will be at the reduced quantity, and we cannot increase the number of refills to make up the difference.

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Can I get a larger quantity of medicine than the veterinarian prescribed?

No. We can dispense only to a maximum, the quantity prescribed by your veterinarian. However, if refills are authorized, we may provide multiple refills at one time if the prescription is not for a controlled substance.

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Can I get my pet’s prescription filled at my local pharmacy?

You may have any prescription filled at any pharmacy that you choose. However, keep in mind that a human pharmacy will not stock medications approved only for veterinary use. Also, not all pharmacies will provide custom ordered compounded medications.

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Do you sell over the counter products?

Yes, we have a limited number of over the counter items available, including flea and tick products, anti-arthritics for bone and joint health, nutritional supplements, oral care products, and artificial tear products.

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Do I need a prescription to get heartworm preventative medication?

Yes. All heartworm medications require a prescription.

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Do you sell pet food?

Yes. We have a limited selection of prescription pet food.

Pet Food Policy:

Pet food orders received prior to 11:30am will be available after 2:00 pm of that day. Orders received after 11:30am will not be available until after 2:00 pm of the next day. Due to limited storage space, a maximum of three cases of canned food and three bags of dry food may be ordered at one time. Food not picked up within seven days of ordering will be restocked in the warehouse. Pet food may only be returned for credit if the patient either will not eat or will not tolerate the food. The client MUST return the food within 30 days of the dispense date.

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Can I return unused and unneeded medications to your pharmacy? Can I get a credit for returned medications?

Because of the potential for tampering and incorrect storage, New York state public health law does not allow us to accept medications for return once they have left our pharmacy, even if the container is intact and unopened. The pharmacy is not licensed to accept unwanted or expired medications. Check with your local police department for options on disposing of these medications.

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Paying For Prescriptions

What options do you accept for paying for my pet’s medications?

We accept cash, checks, VISA, Master card, and Discover. We do not accept American Express. We do NOT keep credit card information on file.

Payment must be received in advance before items will be shipped. If you wish to pay by check, please plan in advance and we will ship your order when your check is received.

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Do you accept insurance?

No. We do not bill to third party payers. However, we will provide you with a detailed receipt which you can use to submit a claim on your own.

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Do you offer discounted prices for buying in bulk?

No. We do not discount the price of medications when buying a larger quantity.

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Do you offer discounts on prescription prices for Cornell Employees?

No. Cornell employees, everyone in fact, pays the same prices for all of our medications and other products.

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What if I feel that I cannot afford my pet’s medication?

We feel that our pricing is competitive and fair. Please feel free to ask about the price of any medication. We want you to be able to make a well informed decision and we certainly understand that taking care of a pet is a big responsibility that can at times get to be expensive.

Please tell us if you are uncertain about your ability to pay for your pet's medication. There may alternative options that you can explore rather than to have your pet go without.

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