Overview
Use this article to understand why we may require another video or phone consultation before a refill or repeat order, how long consultations remain valid, which changes require a new consultation, and which states have consultation requirements.
If we ask you to complete another consultation before a repeat order, it does not mean there is a problem with your account. Consultations expire, and some states require you to have a current consultation on file before medication can be prescribed and sent.
Use this article when you want to:
Understand why you have been asked to complete another consultation.
Check how long your existing consultation remains valid.
Find out whether changing medication or dose requires a new consultation.
Check which states require a video or phone consultation.
Find your appointment link or request help joining your consultation.
Understand what happens if you do not complete the required consultation.
How Often Do I Need a New Consultation?
How often you need a new consultation depends on whether you place one-off orders or use a subscription.
One-Off Orders
For one-off orders, you need a new consultation every 90 days, as long as you remain on the same medication at the same dose.
Subscription Orders
For subscriptions, your consultation remains valid for 12 months. At the 6-month mark, we will ask you to sign in and review your medical history questionnaire.
This 6-month review is an online check-in only. You do not need to attend a video or phone call for the 6-month check-in.
When Is a New Consultation Required Before the Existing One Expires?
Two treatment changes always require a new consultation:
Changing medication.
Changing dose.
This applies regardless of how recently you completed your previous consultation.
For example, even if you completed a consultation one week ago, changing your medication or dose means a prescriber must speak with you again before the new treatment or dose can be approved.
Which States Require a Video or Phone Consultation?
A consultation is required in:
Arizona
Idaho
Kansas
Louisiana
New Hampshire
New Mexico
Utah
Washington D.C.
West Virginia
States Where a Phone Consultation Is Accepted
In the following states and jurisdictions, you can complete the required audio consultation by phone and do not need to attend a video call:
Idaho
Kansas
New Mexico
Washington D.C.
West Virginia
If you have moved to one of these states since your previous RocketRx order, this may be the first time you have been asked to complete a consultation.
How Do I Join My Video or Phone Consultation?
Your appointment link is available in two places:
Your RocketRx account dashboard.
The email we send when your consultation is booked.
If you need a Spanish-speaking interpreter, we can arrange a three-way call with an interpreter.
What If I Cannot Attend the Consultation Time I Booked?
If you cannot attend your scheduled consultation, contact RocketRx to rearrange the appointment.
If you have trouble joining the call or entering the waiting room, contact us for help.
Do not leave the consultation incomplete, because your order cannot be processed until the required consultation has been completed.
What Happens If I Do Not Complete the Consultation?
Your order will remain on hold until the required consultation is completed.
If you are not able to complete your consultation within approximately two weeks, the order will be cancelled, and you will receive a refund.
You can place another order whenever you are ready to complete the consultation.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available.