Pharmacy FAQ

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

Question What are your hours?
Answer 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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Question Where is the Cornell University Hospital for Animals (CUHA) Pharmacy?
Answer

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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Question Is parking available at your pharmacy?
Answer

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

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Question What is your phone number or email address?
Answer

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

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

We fill prescriptions only for animals.

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Question For which kinds of animals do you fill prescriptions?
Answer

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

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

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

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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Question Can I fax a copy of my prescription to you?
Answer

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

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Prescription Refills

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

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, or you may call ahead. 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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Question What if there are no refills left on the prescription?
Answer

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

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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Shipping Prescriptions

Question Do you ship prescriptions?
Answer

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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Question Is there a charge for shipping prescriptions?
Answer

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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Question Can items requiring refrigeration be shipped?
Answer

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

Question Do you compound prescriptions?
Answer

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:

https://www2.vet.cornell.edu/hospitals/pharmacy/compounded-preparations

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Question Can you add flavoring to liquid products?
Answer

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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Question Do you fill prescriptions for controlled substances?
Answer

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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Question Do you compound allergy vaccines?
Answer

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

Question When will my prescription be ready?
Answer

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

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

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

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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Question Do you sell over the counter products?
Answer

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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Question Do I need a prescription to get heartworm preventative medication?
Answer

Yes. All heartworm medications require a prescription.

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Question Do you sell pet food?
Answer

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

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

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

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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Question Do you accept insurance?
Answer

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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Question Do you offer discounted prices for buying in bulk?
Answer

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

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Question Do you offer discounts on prescription prices for Cornell Employees?
Answer

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

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

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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