Stuck? We're here to help.

Below are answers to some of our most commonly asked questions. If we still didn’t answer your question, send an email to care@alto.com and we’ll get back to you within 24 hours.

Account

How do I update my address?
When you log into your dashboard, you’ll see the option for “You” in the top right corner - that’s your personal profile! You can click there and scroll down to “Delivery Addresses” to add, delete and update your address information.
How do I change my credit card number?
When you log into your dashboard, you’ll see the option for “You” in the top right corner - that’s your personal profile! You can click there and scroll down to “Credit Card,” just click “edit” next to your card number to update or change your card details. You can only have one credit card on file with us at a time.
How do I cancel a delivery?
In the top right corner of your Alto account, you’ll see an option for the “Deliveries” page. Click this, and it will take you to a page that lists your upcoming deliveries. If you see a delivery that you don’t need, click “View Delivery Details” to open it, “Edit Order” under the delivery date at the top, then “Cancel Order” in the Order Summary box.
Can I get my prescription automatically delivered every month?
Yes, we can deliver your recurring prescriptions automatically, so you don’t have to log in and request delivery every month. Just go to your “Prescriptions” page in your account, find the prescription(s) you want on auto-refill, and click “Turn on” under the “Auto-Refill” column. When you turn on auto-refill you will be shown the dates of your next refill. You will also get a confirmation email or text a few days before delivery to ensure you still need this medication.
Is my data secure?
We take security very seriously. All of our systems are designed with security in mind. All of our code is deployed to and hosted on Aptible, which is a HIPAA Compliant cloud hosting service. Along with Aptible, we have created a robust compliance program, including risk assessment, privacy policies and procedures, security training for every member of our team, and incident response planning. The systems we are built on continuously go through security and compliance audits.
What’s the best way to get in touch?
We love to hear from you! You can call or text us at 1-800-874-5881, email us at care@alto.com, or you can message us directly through your online account!

Insurance

What insurance do you accept?
We accept all major insurances. This includes Medi-Cal, Medicare Part D, and TriCare. If you have a question about whether or not we can accept your specific insurance, you can email a picture of your insurance card to care@alto.com for us to review and run a test claim.
What if I don’t have insurance?
We can still help you! We have extremely competitive cash prices for prescriptions.

Delivery

Is delivery really free?
Yes! It truly is. Schedule your prescription for the day and time frame that suits you and we’ll deliver to you, free of charge.
Where do you deliver?
We’re currently delivering throughout the Bay Area. See our handy dandy map here.
When do you deliver?
We have different delivery windows depending on your location. Our delivery windows are:

Monday - Friday afternoon: 12-3 pm throughout Bay Area
Monday - Friday evening: 6-9 pm in San Francisco, 7-10 pm outside of the city
Saturday: 2-5 pm in San Francisco, 3-6 pm outside of the city
Sunday: 2-5 pm in San Francisco (no deliveries outside of the city)

If you need a prescription urgently, we’ll do our best to get it to you as quickly as possible, just give us a call to discuss options.
Do I need to be home for my delivery?
There’s no need to be home for the majority of deliveries as long as there’s a safe place to leave a package. Please let us know where to leave it - you can add special delivery instructions in your profile under your delivery address. Controlled (scheduled) and expensive (value greater than $500) medications require a signature, so someone will need to be available to accept the package.
How do you deliver?
We use our own in-house couriers to ensure professional and friendly service. They do not know the contents of the package.
What if my package wasn’t delivered?
If you are missing a package, please give us a call or sms at 1-800-874-5881 or email us at care@alto.com so we can troubleshoot.
What if I need to change my delivery window?
As long as your package hasn't already left the pharmacy we should be able to re-assign the time. Please give us a call at 1-800-874-5881 to discuss if it's last minute, otherwise please reschedule from your dashboard.
Can I return my unused medication for a refund?
Unfortunately, we are unable to accept returns of prescriptions due to safety concerns, even if your package is unopened. However, most pharmacies, fire stations, and police stations will accept your medication for safe disposal.

Payment

How much will my prescription cost?
Your cost should be the same with Alto as with any other pharmacy. We collect your insurance information and bill your insurance like other pharmacies to determine your copay. If your prescription isn’t covered, we’ll let you know and give you the option of paying out of pocket as well. We also automatically look for coupons where applicable to apply to your prescriptions to bring the prices down. Once we’ve billed your insurance for your prescription, you’ll be able to see the copay in your Alto account on your Prescriptions page.
Why is my copay different from my other pharmacy?
Our prices should be the same or lower than what you’re used to paying. Different manufacturers of the same drug can charge different prices, or your insurance may prefer a certain manufacturer, which may cause price differences for the same prescription. We will always do our best to ensure you get the lowest price for your medication - if you find any discrepancies in pricing, please let us know!
Do you accept coupons?
Yes, we can accept manufacturer coupons for medications! You can send us a picture of your coupon to care@alto.com and we’ll apply it to your prescription. Please keep in mind that we can only accept coupons directly from the manufacturer and not from third party sites.
How do I pay for my prescriptions?
If you have a copay through your insurance please log in to your dashboard and enter your credit card or debit card information. Your number is immediately encrypted and secured within our database. Unfortunately, we cannot accept cash, checks, or money orders at this time.

Prescription

How do I add a prescription to my account?
There are several options for getting your prescription to Alto! The quickest way is to have your doctor send it to us directly.

Doctor: Your doctor can send prescriptions electronically to Alto Pharmacy at 1400 Tennessee St. in San Francisco, or as a fax to 1-415-484-7058 (don’t forget the 1 when faxing!). Our NPI is 1497848832.

Another Pharmacy: If your prescription is at another pharmacy but you’d rather fill it at Alto, you can log into your account and click “Transfer a Prescription” on the “Your Prescriptions” page. Enter the medication name(s), the pharmacy name and address, and then schedule the delivery to let us know when you’ll need it. It can take about 24-48 hours to transfer a prescription over from another pharmacy. If there are no remaining refills or the prescription has expired, we’ll reach out to you to let you know next steps.

Paper in hand: Please drop it off in-person to the address below. after we process it, we’ll reach out so you can schedule it for a delivery:

Alto Pharmacy
1400 Tennessee St. Unit 2
San Francisco, CA 94107

Please note due to regulations, we cannot accept prescriptions in email or fax form from patients.
Do you dispense controlled (schedule) medications?
Yes, we can dispense controlled medications, but there are some regulations in place around them to be mindful of.

For Schedule II (C2) medications (the highest level of control) we need to receive an electronic prescription directly from your doctor or have the physical hard copy of the prescription in our pharmacy before scheduling and dispensing. See "How do I add a prescription to my account?" for instructions on sending us the paper copy.

For all other controlled medications (C3-C5) we still need to receive the prescription directly from your doctor, but it can also be faxed or called in. For all controlled medications, the package must be signed for on delivery, it cannot be left in a safe place. Please note, we legally cannot dispense these medications early, so if you have a 30 day supply of a medication, the soonest you could get another refill would be 28 days after the initial delivery.
Do you fill blister packs?
Yes! At Alto we call them SmartPacks, and we can create them for patients who take more than 2 medications every day. We have a packing machine that creates individual unit dosing packs which makes it easy to keep track of your medications and take them on time. You will get one month of your medications at a time, sorted by day into up to 4 packets - morning, noon, evening and bedtime. Give us a call at 1-800-874-5881 if you have any questions or would like to get set up!
How do I schedule a refill?
You can request a refill right from your account! Just log in to your dashboard, from the “Prescriptions” page click “Schedule a Delivery.” Add as many prescriptions as you need, then follow the flow to pick a date and submit payment!
What if I’m out of refills?
If your prescription is on auto-refill, we will automatically request a renewal from your doctor when you run out of refills, unless it is a Schedule II medication. Due to the highly controlled nature of these prescriptions we require that you request refills directly from your doctor.

If you notice that you’re out of refills and need the prescription delivered, just let us know by messaging us right on your dashboard, calling or texting 1-800-874-5881, or emailing care@alto.com. We’ll reach out to your doctor for you to get you the additional refills you need! Often your doctor will require an appointment before prescribing a full year renewal, so please be sure to schedule a checkup with them.
What if I have a question about how to use my medication?
Each shipment includes instructions on how to take your medication and the medical purpose of your prescriptions. If you have any questions regarding your medication please contact us to speak with one of our pharmacists - you can message us right on your dashboard, call or text 1-800-874-5881 or email us at care@alto.com.
Who dispenses my prescriptions?
Alto is a fully functional pharmacy that operates just like any other pharmacy. We have licensed pharmacists in house that dispense all prescriptions.

Transfers

What if I have a prescription at another pharmacy but want to use Alto instead?
We can transfer prescriptions from any pharmacy you’d like! If your prescription is at another pharmacy but you’d rather fill it at Alto, you can log in to your account and click “Transfer a Prescription” on the “Prescriptions” page. Enter the medication name(s), the pharmacy name and address, and then schedule the delivery to let us know when you’ll need it. It can take about 24-48 hours to transfer a prescription over from another pharmacy.

Prescriptions

How do I send a prescription to Alto?
You can electronically prescribe it to Alto in San Francisco, fax it to us at 1 (415) 484-7058 or call it in to 1 (800) 874-5881.
What’s your NPI?
Our NPI is 1497848832.
Where do I call in a prescription?
You can reach our pharmacists on our dedicated prescriber line at 1 (800) 874-5881. Please note that if patients are trying to reach us, they can call in at 1-800-874-5881.
Do you make blister packs?
We have a packing machine that allows us to create individual unit dosing packs for patients. If you’d like your patient to get one of our SmartPacks, you can include a note when sending us your patients’ prescriptions.
What are your delivery hours/locations?
We’re currently delivering throughout the Bay Area. We have two delivery windows per day- one in the early afternoon and one in the evening that goes until about 10pm. Here’s a link to our service area handy dandy map here.

Still Stuck? Get in touch!

Email: care@alto.com
Text/Call: 1-800-874-5881