Why Haven't I Heard Back? (Response Times)

Expected Response Times

Note: Business days are Monday–Friday, excluding holidays.

Why You Might Not Have Received a Response

1. Check Your Spam/Junk Folder

Emails from CoreAge Rx sometimes get filtered. Add our email addresses to your contacts:

• support@coreagerx.com

2. Check Your Member Portal

Doctor messages appear in the portal, not in your email. The email/text you receive is just a notification with a link to the portal.

3. Your Inquiry May Be In Queue

During busy periods, response times may be slightly longer than usual. Rest assured, every message is read and addressed in the order it was received.

4. Incomplete Intake Is Holding Things Up

If you're waiting for your order to move forward, the most common reason is an incomplete medical intake. Log in to your portal and check if any steps are pending.

What To Do If It's Been Too Long

If you've waited beyond the expected timeframe:

1. Reply to your original email — this keeps your inquiry at the top of the queue
2. Call us directly at (307) 405-1638 for faster resolution
3. Send a portal message if it's a doctor-related question

Tips for Faster Responses

• Include your full name and order number in every message
• Be specific about your question or issue
• Avoid sending multiple separate emails about the same issue (this can create duplicate tickets and slow things down)