Other Important Frequently Asked Questions


Basic Questions and Answers

  • Q:  Is my family eligible?:
    A:  If you are a Universal Rx cardholder, your spouse and dependents are eligible to enroll and order through the Expatriate Prescription Services program as long as they also maintain active benefits through your employer.

    If you are a Non-Universal Rx cardholder, your family can also take advantage of the EPS program and benefits. However, the cost of the order will be your responsibility.


  • Q:  What medications are available through EPS?:
    A:  Most medications that can be obtained in the United States are available through the EPS program. Please refer to your benefit outline for information regarding covered and non-covered medications. If you do not have a benefit outline, then you are not enrolled as of yet. Contact EPS to learn how you can enroll:
    • Call EPS at:  (540) 777-1450  (8:30am - 5:00pm EST/EDT, USA)
    • Send us an Email at:  eps@universalrx.com
    • Depending on location, EPS may not be able to deliver refrigerated medications.

  • Q:  What is my co-pay?:
    A:  Eligible members, their spouses, and dependents can obtain their prescriptions through the EPS program at a co-pay determined by your employer's benefit plan. Refer to your benefit outline to determine if you have an applicable co-payment or if your plan requires that you reach a specific deductible.

    Non-Universal Rx Cardholders must pay for their order in full. Your employer may become a participant with the EPS Program. Contact EPS to find out how your employer can become an EPS Program participant:
    • Call EPS at:  (540) 777-1450  (8:30am - 5:00pm EST/EDT, USA)
    • Send us an Email at:  eps@universalrx.com
  • Q:  Are there shipping fees?:
    A:  All members are responsible for payment of any customs fees. Please refer to your benefit outline to the EPS section to determine whether you are responsible for shipping fees. Shipping fees may be paid by credit card (preferred), checking account, check, or money order. Please see Important Ordering Criteriafor payment information.

    If you are unsure whether shipping fees apply to your orders, please contact EPS:
    • Call EPS at:  (540) 777-1450  (8:30am - 5:00pm EST/EDT, USA)
    • Send us an Email at:  eps@universalrx.com
  • Q:  How will my medication(s) be shipped?:
    A:  The EPS pharmacy provider will select a shipping courier based on your location (typically FedEx or DHL). The fastest and most direct shipping routes will be used. Packages are shipped through of the following methods:
    • International Priority Shipping: (all destinations other than Europe)
      This is the fastest service available, but is not an overnight service.
    • Overnight Delivery: (only available within Europe)
      Package will be shipped through Overnight Service, but is not guaranteed to arrive within 1 day. This only guarantees that the package will arrive as quickly as possible.
    Although orders are shipped either through International Priority Shipping or Overnight Delivery (based on destination), customs regulations may delay the release of an order regardless of shipping method.


  • Q:  How will my medication be packaged?:
    A:  Medications are packaged safely and securely and will contain all of the proper documentation needed for customs regulations. However, additional paperwork may be requested by the customs officials upon arrival of the package.


  • Q:  What days supply can I order?:
    A:  Through the EPS pharmacy program, you are allowed to order up to a 180-day supply and a minimum of 90-days is required.

    Universal Rx cardholders may have separate program restrictions due to the limits your employer imposed on your plan. To obtain information specific to your employer's plan design, please contact your benefits department.


  • Q:  Can I speak to a pharmacist if I have questions?:
    A:  Members have access to our dedicated and experienced pharmacist and pharmacist's staff that will be able to provide assistance and answer any questions or concerns. You will receive pharmacy contact information with your order.


  • Q:  Can I utilize another pharmacy?:
    A:  The EPS program is able to provide members and the member's medical plan substantial cost savings because the EPS staff constantly monitors pricing to ensure significant savings is always achieved. EPS has contracted with several pharmacy vendors to provide exceptional contracted rates guaranteeing such savings.

    At the time an order is placed, EPS will compare pricing of orders between the overseas vendor and the U.S. vendor. The vendor with the most cost effective pricing will be chosen.

    For Universal Rx cardholders, only our EPS Pharmacy Vendor can be utilized while you are residing overseas.


  • Q:  What are the prescription requirements?:
    A:  EPS requires that all prescriptions be written in English. A copy of your prescription must be provided at the time your order is placed. An order is not considered a complete order until your prescription has been provided. They can be provided via mail, e-mail (scanned copy), fax, or EPS can contact your physician. Be sure to indicate on the order form how your prescription will be provided to EPS. Failure to provide a copy of your prescription will cause delays in the ordering process.
    • Fax:  (540) 777-7184
    • Mail:

           EPS Team
           c/o Universal Rx
           710 3rd Street SW
           Roanoke, VA 24016        eps@universalrx.com
    • If the medication is not available through our preferred overseas pharmacy, a prescription from a US licensed physician is required. EPS will notify you at the time the order is placed if this is required.

  • Q:  How do I reorder?:
    A:  EPS will contact members who have already placed an order and who have refills available 4 to 5 weeks prior to depletion of their current supply. This ensures there is enough time to fulfill the order and ship it accordingly. The order should be received within 2 weeks after refill is requested.

    If members have a new prescription or need to re-order medication prior to being contacted by an EPS representative, they can notify EPS by:
    • Phone:  (540) 777-1450
    • Fax:  (540) 777-7184
    • Mail:

           EPS Order Fulfillment Team
           c/o Universal Rx
           710 3rd Street SW
           Roanoke, VA 24016
  • Q:  Is my medication covered?:
    A:  All medications that are currently covered through your prescription benefits plan will be covered. Please refer to your benefit outline for additional information. If you do not have a benefit outline, then you are not enrolled as of yet. Contact EPS to learn how you can enroll:
    • Call EPS at:  (540) 777-1450  (8:30am - 5:00pm EST/EDT, USA)
    • Send us an Email at:  eps@universalrx.com