Effective Date: 10/29/2026
Last Updated: 10/29/2026
1. Prescription Delivery Service
East Side Pharmacy offers free local prescription delivery for eligible patients and eligible prescriptions within its approved service area.
Delivery availability may depend on:
- Delivery address.
- Medication type.
- Prescription readiness.
- Pharmacist review.
- Patient eligibility.
- Insurance or payer requirements.
- Temperature-control and handling requirements.
- Recipient availability.
- Weather and traffic.
- Delivery capacity.
- Applicable law.
Contact East Side Pharmacy at (903) 354-0231 to confirm current delivery eligibility, service area, delivery days, estimated timing, and any applicable cutoff.
Free local prescription delivery may not include expedited delivery, special carrier services, redelivery caused by inaccurate information, or retail-merchandise delivery unless East Side Pharmacy confirms otherwise. Any applicable fee will be disclosed before it is charged.
A requested delivery date or time is an estimate unless expressly confirmed by the pharmacy.
2. Requesting and Authorizing Delivery
Delivery must be requested or authorized by the patient or a person legally authorized to act for the patient.
Before releasing a delivery, East Side Pharmacy may verify:
- Patient identity.
- Authorized-agent status.
- Delivery address.
- Telephone number.
- Medication readiness.
- Payment or copay responsibility.
- Recipient availability.
- Identification or signature requirements.
- Storage and handling requirements.
The patient or authorized agent is responsible for providing complete and accurate contact, address, access, recipient, and delivery information.
East Side Pharmacy may decline, postpone, or modify delivery when the pharmacist determines that delivery could compromise:
- Medication integrity.
- Patient safety.
- Confidentiality.
- Compliance with applicable law.
- The ability to provide appropriate counseling.
- Secure receipt of the medication.
Certain medications may require direct handoff, adult receipt, patient identification, signature, refrigeration, or another secure delivery method.
Controlled substances remain subject to all applicable state and federal requirements.
3. Delivery Timing
Weather, traffic, emergencies, prescription authorization, insurance processing, medication availability, delivery volume, recipient availability, carrier conditions, and other circumstances may affect delivery timing.
Notify the pharmacy when a medication is urgently needed. A website or delivery request should not be relied upon for an emergency or time-sensitive clinical need.
East Side Pharmacy will make reasonable efforts to inform the patient or authorized agent of a significant known delivery delay.
4. Packaging, Counseling, and Product Integrity
Prescriptions are prepared and verified by pharmacy personnel and packaged using methods appropriate for the medication and delivery method.
Packaging may include tamper-evident materials and temperature-control measures when required.
Temperature-sensitive medications are transported using methods intended to maintain the temperature range recommended by the manufacturer or applicable standards until receipt by the patient or authorized agent.
Pharmacist counseling is available. Contact the pharmacy before using a medication when you have questions about:
- Directions.
- Storage.
- Appearance.
- Packaging.
- Side effects.
- Drug interactions.
- Safe use.
After receiving a delivery:
- Retrieve it promptly.
- Inspect the outer packaging.
- Confirm that the patient name and item appear correct.
- Follow storage instructions immediately.
- Refrigerate a product promptly when directed.
- Keep medications away from children and unauthorized persons.
5. Delivery Handoff and Notification
East Side Pharmacy or its delivery provider may notify the patient or authorized agent by telephone, text message, email, carrier message, or another approved method when a delivery is completed or attempted.
Delivery may be made to:
- The patient.
- An authorized agent.
- Another approved recipient.
- An agreed secure location when legally and clinically appropriate.
Do not request unattended delivery when a medication requires:
- Direct receipt.
- Refrigeration.
- Signature.
- Identification.
- Adult receipt.
- Another secure handling method.
The patient is responsible for providing a reasonably secure delivery location and keeping contact information current.
6. Delayed, Missing, Incorrect, Damaged, or Compromised Deliveries
Do not use a delivered medication or product when:
- The package is open, leaking, wet, crushed, or damaged.
- A tamper-evident feature is broken.
- The contents appear incorrect.
- The patient name, medication, strength, quantity, or supplies are incorrect.
- The medication appears altered.
- A refrigerated product is warm.
- A temperature indicator shows a potential excursion.
- There is another reason to believe product integrity may be compromised.
Store the package as directed, retain all packaging and materials, and contact East Side Pharmacy immediately.
Report delivery irregularities as soon as possible, preferably on the day of delivery or expected delivery, including:
- Failure to receive a delivery.
- Significant delay.
- Delivery to the wrong address or recipient.
- Incorrect medication, strength, quantity, supplies, or patient package.
- Damaged or opened packaging.
- Suspected temperature exposure.
- Missing items.
Contact:
East Side Pharmacy
Phone: (903) 354-0231
Fax: (903) 630-7262
Email: esplicense@gmail.com
Business Hours
- Monday – Friday: 9:00 AM – 5:00 PM
- Saturday: Closed
- Sunday: Closed
East Side Pharmacy will investigate the report and involve a pharmacist when medication integrity or patient safety may be affected.
When a pharmacist determines that a prescription medication was compromised during delivery, East Side Pharmacy will replace the medication or arrange an appropriate replacement as required by applicable law.
7. Unsuccessful Delivery and Redelivery
Delivery may be unsuccessful when:
- The recipient is unavailable.
- The address or access information is incorrect.
- Required identification or signature is unavailable.
- The delivery location is unsafe or insecure.
- The recipient declines the delivery.
- Product-handling requirements cannot be satisfied.
Depending on the delivery method, the medication may be returned to East Side Pharmacy or held by an authorized delivery provider.
The pharmacy will work with the patient or authorized agent to arrange pickup, redelivery, or another appropriate method.
Redelivery remains subject to:
- Product integrity.
- Medication urgency.
- Legal requirements.
- Recipient availability.
- Delivery capacity.
A redelivery or special-delivery fee may be charged only when permitted and disclosed before the charge is incurred.
8. Prescription Medication Returns
Prescription medications are generally final once dispensed or delivered.
For patient safety, a prescription medication that has left the pharmacy’s control generally cannot be accepted for resale or re-dispensing, even when the package is unopened or the medication was not used.
A change in therapy, prescriber discontinuation, patient preference, medication intolerance, excess medication, or failure to use a medication does not automatically create a right to:
- A refund.
- Store credit.
- Exchange.
- Insurance reversal.
- Replacement.
Do not mail, ship, or deliver prescription medication back to East Side Pharmacy unless pharmacy personnel specifically instruct you to do so.
This policy does not prevent East Side Pharmacy from correcting a pharmacy error, handling a recall, investigating a compromised delivery, or providing another remedy required by law.
Contact the pharmacy for information about lawful medication-disposal options. Do not assume that East Side Pharmacy accepts medication for destruction or controlled-substance take-back unless the pharmacy specifically confirms that such a service is currently available.
9. Pharmacy Error, Recall, Defect, or Compromised Delivery
Contact East Side Pharmacy promptly when a medication or product is:
- Incorrect.
- Damaged.
- Defective.
- Recalled.
- Expired when sold.
- Potentially compromised.
- Delivered in an incorrect quantity.
Do not use an incorrect, recalled, damaged, or potentially compromised medication unless a pharmacist or prescriber instructs you to do so.
Retain:
- The medication or product.
- Original packaging.
- Receipt or order information.
- Delivery materials.
- Temperature indicator, if included.
- Photographs, when available.
East Side Pharmacy will evaluate the circumstances and determine the legally and clinically appropriate response.
Depending on the circumstances, the response may include:
- Correction.
- Replacement.
- Coordination with the prescriber.
- Claim reversal or rebilling.
- Manufacturer instructions.
- Refund.
- Store credit.
- Another appropriate remedy.
Recall actions will be handled based on instructions from the manufacturer, FDA, wholesaler, payer, or another authorized entity.
10. Nonprescription and Retail Merchandise Returns
Eligible nonprescription merchandise purchased directly from East Side Pharmacy may be returned within 30 days of purchase when:
- The original receipt or verifiable purchase record is available.
- The item is unopened and unused.
- The original packaging is intact.
- The product is in resalable condition.
- The item is not excluded below.
Items generally not eligible for return include:
- Prescription medications and dispensed prescription devices.
- Opened or used over-the-counter medications.
- Opened vitamins or supplements.
- Opened cosmetics, personal-care, or hygiene products.
- Refrigerated, frozen, temperature-sensitive, or perishable products.
- Diagnostic or medical test kits.
- Needles, syringes, lancets, and similar products.
- Personal protective equipment.
- Opened wound-care or medical-supply products.
- Special-order, personalized, or customized items.
- Clearance or final-sale items.
- Manufacturer-restricted products.
- Products without proof of purchase.
- Products not purchased directly from East Side Pharmacy.
11. Damaged, Defective, Expired, or Incorrect Retail Items
Report a damaged, defective, expired-at-sale, or incorrect retail item as soon as possible, preferably within three business days of receipt.
East Side Pharmacy may request:
- Photographs.
- Packaging.
- Lot or expiration information.
- Proof of purchase.
- Return of the product.
After reviewing the circumstances, the pharmacy may provide a replacement, refund, store credit, or manufacturer referral when appropriate.
12. Refunds and Credits
Approved refunds are generally issued to the original payment method when reasonably available.
Cash refunds, store credits, insurance reversals, manufacturer credits, and other adjustments remain subject to verification and applicable requirements.
Prescription copayments and insurance claim amounts may require coordination with an insurer or pharmacy benefit manager.
An approved prescription correction may appear as:
- A claim reversal.
- Rebilling.
- Replacement.
- Account adjustment.
It may not appear as an immediate cash refund.
Delivery, expedited-carrier, or redelivery charges are generally nonrefundable unless East Side Pharmacy determines that the charge resulted from a pharmacy or delivery-service error.
Processing time may depend on the payment method, insurer, pharmacy benefit manager, bank, card issuer, manufacturer, or another third party.
13. Order Changes and Cancellations
Contact East Side Pharmacy immediately to request a change or cancellation.
A change or cancellation is not guaranteed after a prescription or order has been:
- Prepared.
- Billed.
- Dispensed.
- Transferred for delivery.
- Shipped.
- Delivered.
Prescription changes may require:
- Prescriber authorization.
- Claim reversal.
- A new prescription.
- Additional pharmacist review.
14. Privacy and Secure Communication
Delivery and return communications are handled in accordance with East Side Pharmacy’s privacy policies and HIPAA Notice of Privacy Practices.
The pharmacy may verify identity and authority before discussing a prescription, delivery, payment, return, refund, or patient-specific concern.
Do not send unnecessary prescription details, medical information, Social Security numbers, or payment-card information through an ordinary email, text message, or general website contact form.
Delivery packaging and communications are designed to limit unnecessary disclosure. Patients should provide a secure delivery location and keep contact information current.
15. Questions and Complaints
Questions or complaints about delivery, product integrity, returns, refunds, billing, or service may be submitted verbally or in writing.
East Side Pharmacy will review the concern and respond within a reasonable time based on its nature and urgency.
You may also file a complaint about pharmacy practice with the Texas State Board of Pharmacy: 333 Guadalupe St., Suite 3-600, Austin, TX 78701; 512-305-8000; www.pharmacy.texas.gov.
East Side Pharmacy
1109 E 5th St
Tyler, TX 75701-3318
Smith County
Phone: (903) 354-0231
Fax: (903) 630-7262
Email: esplicense@gmail.com
Business Hours
- Monday – Friday: 9:00 AM – 5:00 PM
- Saturday: Closed
- Sunday: Closed
16. Medical Emergencies
This Policy and the East Side Pharmacy website are not emergency services.
Call 911 or obtain immediate emergency care for trouble breathing, chest pain, loss of consciousness, a severe allergic reaction, suspected overdose or a mental health crisis, or another life-threatening concern. For suspected poisoning or overdose, you may also call Texas Poison Center at 1-800-222-1222. For a mental health crisis, call or text 988.
17. Policy Changes and Applicable Requirements
East Side Pharmacy may update this Policy to reflect changes in:
- Delivery services.
- Return practices.
- Vendors.
- Payer requirements.
- Manufacturer instructions.
- Operational practices.
- Applicable law.
When this Policy conflicts with a mandatory legal, regulatory, payer, patient-safety, or recall requirement, the mandatory requirement controls.