Compounding for Telehealth Providers

After submitting your Telehealth Inquiry, we will ask you to complete a Due Diligence form and sign a mutual non-disclosure agreement (MNDA) and business associate agreement (BAA). Onboarding includes verifying prescribers, confirming your needs, and reviewing compliant operations. An technology managed services agreement may be required.

The states we are licensed to ship to are updated from time to time. Please refer to our States We Serve page for the most current list. If your organization has a significant patient volume in a state we do not currently serve, let us know. We are open to exploring licensure in additional states based on partnership need and volume.

As a condition of accreditations, we are required to obtain a complete list of all prescribers associated with a partner organization's professional corporation, regardless of whether a prescriber practices in a state we currently ship to, or in a state where we choose not to work with certain provider types. This is a compliance requirement that applies to all partners and is not negotiable. We understand this may feel like a broad ask, but it is a necessary part of maintaining our accreditation standards and ensuring the integrity of the partnership.

Yes. For any telehealth organization prescribing controlled substances — including ketamine — each individual prescriber must complete a brief screening call with one of our pharmacists. This call takes approximately 7 minutes per prescriber and is completed over the phone before that prescriber is activated in our system. This is a standard requirement and cannot be waived. It applies to every prescriber at your organization who will be writing these types of prescriptions.

We prefer to collect payment directly from the patient. This is the cleanest model from a compliance standpoint and reduces billing risk for both parties. For organizations that prefer a pass-through payment arrangement — where the telehealth collects payment from the patient and remits to the pharmacy — we can accommodate that structure, subject to certain requirements.

A pass-through payment setup requires a minimum of 50 prescriptions per week from your organization. If volume is below that threshold, direct patient billing is the standard arrangement. For pass-through accounts, compliance regulations prohibit telehealth organizations from marking up the cost of the medication charged to the patient. Your organization's terms of service must clearly reflect this, and we strongly recommend that patient receipts line-item the cost of the compounded medication separately so patients can see exactly what they are paying for the drug itself.

No. Compliance regulations do not permit a telehealth organization to upcharge patients on the cost of a compounded medication. The price the patient pays for the drug must reflect the actual cost of the medication. Telehealth organizations may charge separately for services such as consultations or platform fees, but those must be clearly separated from the drug cost. Patient-facing receipts and terms of service should reflect this distinction clearly.

No. Volume-based pricing discounts are not offered, regardless of prescription volume. Beyond the regulatory dimension, it reflects a straightforward business philosophy: every patient deserves the same quality of product and service, regardless of which telehealth organization they come through. Tiered pricing tied to volume would mean some patients cost less to serve than others — and that is not how patient-specific compounding should work.

Uniform pricing across all partners creates a clean and defensible arrangement for your organization. Consistent, market-rate pricing lessens compliance risk and protects your organization s much as it protects the pharmacy.

Accreditations are held with NABP (National Association of Boards of Pharmacy), LegitScript, and PCAB (Pharmacy Compounding Accreditation Board). These accreditations reflect adherence to quality, safety, and operational standards. They also inform several of the partner requirements described on this page, including prescriber list collection and controlled substance screening protocols.

No. Compounded medications are not FDA-approved. They have not been evaluated by the FDA for safety, efficacy, or quality. Compounding is permitted under federal and state law when performed by a licensed pharmacy based on a valid prescription for an individual patient. Patients and prescribers should be aware of this distinction before initiating compounded therapy.

Patient satisfaction is measured through a Customer Satisfaction (CSAT) program that collects feedback after fulfillment experience. Scores are tracked over time to identify trends and addresses any issues quickly.

Yes. Storage of partner-branded materials — such as inserts, welcome cards, packaging collateral, or educational materials — is available for telehealth organizations that want to include branded touchpoints with patient shipments. Materials are stored at the pharmacy and included in outgoing orders per your specifications. Storage fees apply and are based on volume and space requirements.

Kitting refers to the process of assembling multiple items — such as a compounded medication alongside supplies, instructions, or branded inserts — into a single packaged shipment for the patient. Kitting services are available for partner organizations and are priced based on the complexity of the kit and the number of components involved. This can be a valuable service for telehealth organizations that want to deliver a more complete, branded patient experience