FAQs
Frequently Asked Questions
Secure Medical, Inc. is the telemedicine technology and administrative platform. Secure Medical provides the technology and administrative infrastructure used to support patient intake, identity and account administration, provider connectivity, secure information processing, payment administration, prescription transmission support, pharmacy coordination, customer support, and related telemedicine functions.
PillUSA.com is a marketing partner and consumer-facing marketing website. PillUSA provides product information, educational content, marketing, and access points that allow interested consumers to begin a healthcare or product transaction supported by the Secure Medical platform.
PillUSA does not diagnose medical conditions, practice medicine, make prescribing decisions, or dispense prescription medications. Medical care is provided by appropriately licensed healthcare professionals exercising independent clinical judgment. Prescription medications are dispensed by appropriately licensed pharmacies.
Secure Medical provides technology and administrative support for telemedicine encounters conducted by appropriately licensed healthcare professionals. Prescribing through telemedicine may be permitted when the treating provider complies with applicable federal and state law, establishes an appropriate provider-patient relationship, reviews the information necessary to meet the applicable standard of care, and independently determines that a prescription is medically appropriate.
The treating healthcare professional must be appropriately licensed, certified, or registered to provide the applicable services in the state where the patient is physically located at the time of the encounter. Secure Medical requires an appropriate provider-patient relationship to be established before prescription treatment is authorized. A prescription is not issued solely because a patient completes an online questionnaire; the treating healthcare professional must complete the clinical review and any additional interaction required by applicable law and the standard of care.
PillUSA serves as a marketing partner and does not prescribe medication. All prescribing decisions are made by the treating licensed healthcare professional using the Secure Medical platform.
Secure Medical provides a telemedicine platform that allows appropriately licensed healthcare professionals to evaluate patients remotely when the provider determines that telemedicine is appropriate for the requested service.
Telemedicine is not appropriate for every patient, condition, or treatment. The treating provider determines whether the applicable standard of care can be met remotely and may request additional information, records, photographs, laboratory testing, audio or video communication, or an in-person examination when appropriate.
Patients should provide complete and accurate health information. PillUSA is the marketing partner and does not make clinical decisions regarding whether telemedicine or a particular treatment is appropriate.
Secure Medical provides technology and administrative services that may facilitate prescription transmission and pharmacy coordination after a licensed healthcare professional independently determines that a prescription is appropriate.
Prescription medications are dispensed by appropriately licensed pharmacies, not by Secure Medical or PillUSA. The dispensing pharmacy is responsible for verifying and dispensing the prescription in accordance with applicable pharmacy laws and professional requirements.
Medication labels, manufacturer information, imprint codes, National Drug Codes when applicable, lot information, and pharmacy contact information may assist patients in identifying a medication. Questions about a dispensed medication should be directed to the dispensing pharmacy or prescribing healthcare professional.
Secure Medical administers the telemedicine technology platform and maintains administrative, technical, and physical safeguards designed to protect personal and health-related information handled through the platform.
Depending on the information and service involved, protections may include encryption, access controls, authentication safeguards, role-based permissions, secure infrastructure, logging, monitoring, vendor controls, and privacy and security procedures. Certain health information may also be subject to HIPAA and other federal or state confidentiality requirements.
PillUSA is the marketing partner. Information collected through Secure Medical's telemedicine processes is handled according to the applicable Secure Medical privacy notices, healthcare-provider notices, and legal requirements. Secure Medical does not sell Protected Health Information or medical records.
Secure Medical provides the technology and administrative platform used to support the prescription-request process. PillUSA serves as the marketing partner and may display available products and provide the consumer-facing entry point into the process.
- Review Available Products. You may review products and educational information presented by PillUSA.
- Begin the Secure Medical Process. When prescription treatment is requested, you will be directed into or connected with technology administered by Secure Medical to provide the information required for the transaction and medical evaluation.
- Complete Required Patient Information. Provide accurate identifying, contact, medical-history, medication, allergy, and other information requested for the healthcare evaluation.
- Provider Evaluation. An appropriately licensed healthcare professional reviews the information and determines whether additional communication, records, testing, an audio/video encounter, an in-person evaluation, or other information is required.
- Independent Clinical Decision. The healthcare professional determines whether treatment is appropriate. Requesting a medication or completing a questionnaire does not guarantee a prescription.
- Pharmacy Fulfillment. If a prescription is issued, Secure Medical technology may facilitate transmission to an appropriately licensed pharmacy for dispensing and fulfillment.
No. Secure Medical provides telemedicine technology and administrative services and is not intended to replace an ongoing relationship with your primary care provider.
Licensed healthcare professionals using the Secure Medical platform may provide care remotely when appropriate, but patients should continue regular preventive care, chronic-condition management, examinations, testing, and other services recommended by their primary healthcare professionals.
When requested and permitted by applicable law, information from a telemedicine encounter may be made available to a patient's primary care provider or another healthcare professional. PillUSA's role is limited to marketing and consumer-facing information and does not replace a primary care provider.
Secure Medical provides the technology and administrative platform through which patient information can be collected and made available to an appropriately licensed healthcare professional for evaluation.
The process may include a medical questionnaire, review of medical history and records, secure messaging, photographs, laboratory information, and, when required or clinically appropriate, interactive audio or video communication. The treating provider determines which methods are appropriate under applicable law and the standard of care.
The treating healthcare professional reviews the medical history and available medical information required for the encounter. If asynchronous or store-and-forward technology is used, the provider must determine that the applicable standard of care can be met through that method and provide any disclosures or additional communication required by applicable law.
The healthcare professional makes all diagnosis, treatment, and prescribing decisions. PillUSA is the marketing partner and does not conduct the medical evaluation.
Secure Medical administers the technology and workflow used to route the information you submit to an appropriately licensed healthcare professional.
The provider reviews the information required for the encounter and determines whether the available information is sufficient, whether additional communication or documentation is needed, and whether telemedicine is appropriate. A provider may request audio or video communication, additional medical records, photographs, testing, or an in-person evaluation.
The identity, professional credentials, and appropriate contact information of the healthcare professional responsible for the encounter will be made available as required by applicable law. Provider contact information will enable the patient to contact the provider, or an authorized substitute healthcare professional acting on the provider's behalf, for at least 72 hours following the provision of services where required by law.
PillUSA may provide marketing information and consumer-facing links but does not perform the clinical review or issue prescriptions.
Secure Medical provides the technology and administrative infrastructure that supports account creation for telemedicine and related services. A marketing partner such as PillUSA may provide a registration link or consumer-facing account interface that connects with the Secure Medical platform.
During registration, you may be asked to provide identifying and contact information and establish secure login credentials. If healthcare services are requested, additional information may be required for patient identification and the medical evaluation.
Secure Medical collects patient-identification information appropriate to the requested telemedicine service and applicable law. Secure Medical may use identity-verification services or request additional documentation when necessary to verify identity, support the provider-patient relationship, protect patient information, or satisfy legal and regulatory requirements.
Secure Medical supports the technology used for account access and patient-administration functions. If you began your interaction through PillUSA, the PillUSA marketing website may provide a sign-in link or branded interface that connects you with the Secure Medical-supported account experience.
Use the email address or other credentials associated with your account. For security, do not share passwords or authentication codes with unauthorized persons.
If you need assistance accessing your account, contact Secure Medical support at 1-800-000-0000 or marketing@securemedical.com.
Secure Medical supports the account technology used for password recovery. Select the password-recovery option available through the account sign-in page and follow the instructions sent to the email address or contact method associated with your account.
If the system cannot verify your account or you continue to experience difficulty, Secure Medical support can assist with the account-recovery process after appropriate identity verification.
PillUSA may provide the marketing-site link to the account interface, but Secure Medical provides the underlying telemedicine platform and related account-administration support.
Secure Medical uses patient-identification and identity-verification procedures appropriate to the requested service and applicable law. A photo ID is not necessarily required for every transaction, but additional identification may be requested when automated verification is unavailable, information cannot be verified, or additional documentation is required by law, a healthcare provider, pharmacy, payment processor, or other authorized participant.
Telemedicine services require appropriate patient identification sufficient to support the provider-patient relationship and satisfy applicable law. Depending on the service and circumstances, additional identifiers, including a photograph or government-issued identification, may be requested when appropriate.
PillUSA is the marketing partner and does not independently determine clinical identity-verification requirements.
Secure Medical administers the technology and payment workflow associated with prescription requests initiated through participating marketing partners such as PillUSA.
The timing of authorization, capture, settlement, refunds, or other payment activity depends on the transaction and the disclosures presented during checkout. Where the transaction is structured so final payment occurs after provider authorization, the payment is processed only after the required clinical step is completed.
The treating healthcare professional's decision is independent of payment processing. If the provider does not authorize a prescription, any applicable authorization, cancellation, or refund will be handled according to the payment and refund terms disclosed for the transaction.
Secure Medical provides the platform technology used to support refill and reorder requests. A marketing partner such as PillUSA may provide a consumer-facing refill link that connects to the Secure Medical-supported account and administrative workflow.
Returning patients may be asked to confirm or update medical information before a refill request is sent for provider review. A previous prescription does not guarantee that a refill will be issued.
Prescription renewals and refills remain subject to applicable law, prescription validity, provider review, medical appropriateness, and pharmacy requirements. If additional evaluation is required, Secure Medical's platform may facilitate the necessary provider interaction.
Yes. Secure Medical's platform does not permit a prescription-only medication to be dispensed without a valid prescription issued by an appropriately licensed healthcare professional.
If you do not already have a valid prescription, Secure Medical technology may be used to collect the information needed for an evaluation by a licensed healthcare professional. The provider determines whether an appropriate provider-patient relationship has been established and whether a prescription is medically appropriate.
A prescription is not issued solely on the basis of responses to an online questionnaire. The treating healthcare professional must establish an appropriate provider-patient relationship, review the information necessary for the encounter, and independently determine whether prescription treatment is medically appropriate. PillUSA is the marketing partner and cannot issue or approve prescriptions.
New patients placing their first prescription order are required to have their medical history reviewed by an appropriately licensed healthcare professional and may be required to complete an audio or video consultation depending on their location, the requested treatment, provider requirements, and applicable law. Returning patients who were previously evaluated and approved within the prior 365 days may not need another consultation unless the treating provider or applicable law requires an updated evaluation.
Audio or Video Consultation
Before prescription medication can be shipped, new patients and returning patients whose last qualifying medical review was more than 365 days ago may be required to complete a HIPAA-compliant audio and/or video consultation with an appropriately licensed healthcare professional. Prescription validity, refill availability, and the need for additional consultation remain subject to the prescription, provider instructions, medication, patient circumstances, and applicable law.
RingCentral Meetings Mobile App
For mobile access, download the RingCentral Video Meetings app from the Apple App Store for iOS or Google Play for Android.
RingCentral Meetings for Desktop
From your online account, open the Tools tab and select Meetings. Under Meetings for Desktop, select the appropriate download for Mac or PC. You may join a video consultation using a compatible computer, tablet, or smartphone.
To prepare for an online consultation, you may download and install the RingCentral Meetings app for your desktop, tablet, or smartphone here: RingCentral Meetings Apps.
Video Consultation States:
Where video consultation is required or used, Secure Medical coordinates access to appropriately licensed healthcare professionals. Current configured states: AK, HI, IA, ID, IL, KY, LA, ME, MN, MS, NC, NM, NV, OK, RI, SC, VT, WA, WV, WY.
Audio Consultation States:
Where audio consultation is permitted and appropriate, Secure Medical coordinates access to appropriately licensed healthcare professionals. Current configured states: AA, AE, AL, AP, AR, AZ, CA, CO, CT, DC, DE, FL, GA, IN, KS, MA, MD, MI, MO, MT, ND, NE, NH, NJ, NY, OH, OR, PA, SD, TN, TX, UT, VA, WI.
Medication availability and shipping restrictions may vary by state, treatment, pharmacy, and applicable law. Certain prescription products may not be available for shipment in every state.
Secure Medical may provide administrative technology that supports order-status communications after a licensed pharmacy receives and processes an authorized prescription. The dispensing pharmacy, fulfillment provider, and shipping carrier control the actual dispensing and delivery timeline.
Our operational goal is to have eligible orders processed promptly. Orders received before 3:00 p.m. Mountain Time are often processed for shipment the same business day when the required provider review, patient information, prescription authorization, product availability, and pharmacy processing are complete. Same-day processing or shipment is a goal and is not guaranteed.
Processing may take longer if additional information is required, including address corrections, missing delivery details, medical follow-up, provider communication, pharmacist questions, product availability, weekends, holidays, or circumstances outside the control of Secure Medical.
Express delivery time is measured from the time the carrier receives the package, not from the time the order is placed. Sundays and carrier-observed holidays may not count as business days for pickup or delivery.
When tracking information becomes available, Secure Medical or the applicable fulfillment participant may send it by email, text message, or through the account interface. PillUSA may display shipping information as the marketing partner but does not dispense prescription medication or control carrier delivery times.
Secure Medical may support the administrative and technology workflow through which available pharmacy and carrier shipping options are displayed for transactions initiated through marketing partners such as PillUSA.
Depending on the dispensing pharmacy, destination, medication, and carrier availability, shipping options may include overnight, 2-day, or priority shipping. Available methods, estimated delivery windows, and any applicable charges are presented when available during checkout or fulfillment.
If an eligible order is placed online before 3:00 p.m. Mountain Time and you want expedited delivery, contact Secure Medical customer support promptly at 1-800-000-0000 after placing the order. Expedited shipping does not shorten any required medical review or pharmacy processing and does not guarantee a particular delivery date.
Military and APO/FPO Addresses: Shipping to APO/FPO addresses may be available. Delivery times to military addresses can vary significantly, particularly for overseas destinations.
FedEx Hold Locations: When supported by the dispensing pharmacy and carrier, a package may be sent to an eligible FedEx hold location for pickup. Hold periods and identification requirements are determined by FedEx and the specific location.
U.S. Shipping: Prescription fulfillment through this program is intended for delivery within the United States. Availability may vary based on patient location, pharmacy licensing, medication, and applicable law.
Signature Requirements: Some prescription shipments may require an adult signature or other delivery confirmation depending on the medication, pharmacy, carrier, or applicable requirements. The applicable delivery requirements will be determined by the dispensing pharmacy and carrier.
Prescription medications are shipped by or on behalf of the dispensing pharmacy. Secure Medical and PillUSA do not guarantee carrier pickup or delivery times.
Secure Medical works with appropriately licensed pharmacies and fulfillment participants that may use discreet shipping practices where permitted. The specific packaging, labeling, return-address information, and carrier requirements are determined by the dispensing pharmacy, applicable law, and the shipping carrier.
Secure Medical does not guarantee that every package will have identical packaging or that legally required information will be omitted. Patients should review shipping information presented for the applicable transaction.
PillUSA is the marketing partner and does not dispense or package prescription medication.
Secure Medical may provide technology and administrative support for shipment-status information associated with orders fulfilled by participating pharmacies.
When the dispensing pharmacy or carrier generates tracking information, it may be made available by email, SMS, or through the account interface. You can then use the tracking number with the applicable carrier.
If you need help locating available tracking information, contact Secure Medical support at 1-800-000-0000. PillUSA may provide a consumer-facing account link but is the marketing partner rather than the dispensing pharmacy.
Secure Medical provides administrative support for cancellation requests, but whether an order can be canceled depends on its status and the policies and legal obligations of the dispensing pharmacy and other participants.
A cancellation request should be made as soon as possible. Once a prescription medication has been dispensed, transferred to a carrier, or shipped, cancellation or return may be restricted or unavailable.
Contact Secure Medical at 1-800-000-0000 for assistance determining the current order status and available options. PillUSA may market the product but does not control the pharmacy's dispensing decision.
Secure Medical provides administrative support for transactions, but prescription-medication returns are subject to applicable law and the policies of the dispensing pharmacy. Medications that have been dispensed generally cannot be returned for resale or reuse.
If you receive an incorrect, damaged, compromised, or otherwise concerning shipment, contact Secure Medical promptly so the issue can be documented and coordinated with the dispensing pharmacy or other responsible participant.
Refund eligibility depends on the circumstances and the applicable refund policy. PillUSA is the marketing partner and does not independently determine whether dispensed medication may be returned.
Secure Medical's payment platform may accept certain HSA, FSA, or other eligible payment cards when supported by the payment processor and applicable transaction.
Whether a particular product, prescription, consultation, or healthcare expense qualifies for reimbursement is determined by the applicable plan, card issuer, insurer, tax rules, and other requirements outside Secure Medical's control.
Secure Medical may be able to provide transaction documentation when available. PillUSA, as the marketing partner, does not determine insurance, HSA, or FSA eligibility.
Secure Medical provides technology and administrative support that may coordinate prescription fulfillment with appropriately licensed pharmacies. The specific pharmacy used for an order may vary based on the prescription, patient location, pharmacy licensing, product availability, and other operational considerations.
The dispensing pharmacy's identifying information and required contact information will be provided in accordance with applicable law and pharmacy requirements.
PillUSA is a marketing partner and is not the dispensing pharmacy. Questions about a medication after dispensing may be directed to the pharmacy identified with the prescription or shipment.
Yes. Secure Medical's platform may support a request to send an authorized prescription to a pharmacy selected by the patient when permitted by applicable law, the prescription, the treating provider, and the requested pharmacy's capabilities.
A $125.00 processing fee applies if you choose to have an eligible prescription filled at a pharmacy outside the participating pharmacy network. The processing fee reflects administrative services associated with coordinating the external pharmacy request, including applicable consultation, medical-record, and prescription-processing activities.
Participating pharmacies may include Omro Pharmacy, Omro, Wisconsin — (920) 685-5041, and Specialty Medical Drugstore, Southgate, Kentucky — 1-888-795-5826. Pharmacy participation, availability, and fulfillment capabilities may change.
Participating pharmacies may offer delivery in discreet packaging to eligible addresses such as a home, office, hotel, P.O. Box, or supported FedEx hold location, subject to pharmacy, carrier, medication, destination, and applicable-law requirements.
The prescribing healthcare professional and dispensing pharmacy remain responsible for professional decisions concerning the prescription. PillUSA is the marketing partner and does not own, issue, approve, or control the prescription.
Yes. Secure Medical provides technology and administrative support intended to facilitate communications between patients and the licensed healthcare professionals responsible for their care.
Depending on the service, an encounter may be provided by a physician or another appropriately licensed healthcare professional. Patients may request an encounter with a physician. Where applicable law requires a physician encounter upon request, Secure Medical will facilitate scheduling with a physician.
The provider's identity, professional credentials, and appropriate contact information will be made available as required by applicable law. Contact information will enable the patient to reach the provider, or an authorized substitute healthcare professional acting on the provider's behalf, for at least 72 hours following the provision of services where required by law.
Secure Medical can assist with provider-contact routing and follow-up administration. PillUSA is the marketing partner and is not the treating healthcare provider.
Secure Medical's telemedicine platform is not an emergency medical service. If you are experiencing a medical emergency, call 911 or go to the nearest emergency department immediately.
For a suspected poisoning or medication overdose in the United States, you may contact Poison Control at 1-800-222-1222.
Do not rely on PillUSA, Secure Medical customer service, an online questionnaire, email, SMS, or a routine telemedicine request for emergency care. PillUSA is the marketing partner and does not provide emergency medical services.