FAQs
Answers to most common questions.
General FAQ
Does Angel Eyes Care treat all patients?
No, since we cannot physically examine you, we must be very selective as to who we treat. You will be referred to a local doctor if your condition requires an in-person evaluation. We do not treat emergency or complicated conditions. If this issue arises, we will refund you.
Is Angel Eyes Care available 24/7?
You may submit a consultation 24/7 which would be reviewed during business hours. Our business hours are: Monday – Friday 10am EST to 4:30pm EST. Consultations submitted after our regular business will be on hold until we resume the following morning.
Will I need a live video?
Yes! However, we make it as easy as possible by using the latest technology so you can complete your virtual visit from any device. On the day of your appointment login to doxy.me/angeleyescare from your preferred device (with a camera).
Can I schedule a live video consultation?
Yes, simply start a consultation to see the option to book an appointment at a convenient time.
Is my medical information confidential?
Yes! Angel Eyes Care highly respects patient confidentiality. We follow HIPAA guidelines to keep your data secure and safe. Personal information will not be given or sold to unaffiliated third parties.
Consultation Form FAQ
What if I enter the wrong pharmacy information, how do I update it?
The best thing to do is to email our team at admin@angeleyescare.com.
How does the consultation process work?
Simply select an applicable condition, answer a few health questions, and submit it for review. Once your telehealth visit is completed, a prescription will be sent to the pharmacy.
What if I do not see a consultation form for my condition?
You may click on “Cant Find Your Condition” under Miscellaneous health on our consultation page or click “Contact Us,” found on our consultation page. You will receive a response via email.
If my medication does not work, can I get a refund?
All services rendered by Angel Eyes Care are provided on a non-refundable basis. If unfortunately your condition is not resolved with the first round of treatment, we will reevaluate you at no extra cost and prescribe a different line of medication or recommend appropriate diagnostic tests.
How do I cancel a consultation form after it has been submitted?
You may email us directly at admin@angeleyescare.com to cancel before we complete your consultation. You will not be eligible for cancellation or a refund if we’ve already sent your prescriptions to the pharmacy.
Do you treat acute emergency cases?
No, we only treat mild and uncomplicated conditions. Any condition that may require acute care will be refunded and you will be instructed to follow up in the ER.
Can I use my insurance?
Unfortunately, we are not accepting any insurance carriers at this moment. We can provide you with an itemized receipt for insurance reimbursement. Insurance may be used for your drug at the pharmacy, labs, and other third-party tests.
What if I would like a specific medication?
As long as the medication is not a controlled substance, and is appropriate for your condition, you may write your preferred drug in the comment section at the end of your consultation page. If it’s appropriate and safe, we will try to oblige your request.
What if my pharmacy does not have my medication?
Simply contact us immediately via email or text. We’ll be happy to resend your prescription or transfer it to a different pharmacy. Unfortunately, this does not qualify for cancellation or refund.
Do I still have to pay for my medication?
Just like your traditional doctor’s office, patients are responsible for covering the medication cost out of pocket or with insurance.
Can I get a sick visit doctor's note for work or school?
Yes, only for the day of your consultation. It will be emailed to you. All you have to do is leave your request in the feedback section at the end of your consultation form.
What if my insurance does not cover my medication?
You may pay out of pocket or request an alternative drug.
Can I get a prescription for a gabapentin refill?
We do not prescribe gabapentin, muscle relaxers, clonidine, or any controlled drugs.
Is your service fee refundable?
Yes, prior to us rendering the service. Unfortunately, the consultation fee is nonrefundable once we have rendered the service or ordered the prescription. We’re happy to retreat, reevaluate, or rectify any issues that may arise.
My medication isn’t working, am I able to change it?
If it has been longer than 10 days since your last visit, and you have persistent or recurrent symptoms, you would be required to have a new consultation.
Payment FAQ
Can I use my insurance?
Unfortunately, we are not accepting any insurance carriers at this moment. We can provide you with an itemized receipt for insurance reimbursement. Insurance may be used for your drug at the pharmacy, labs, and other third-party tests.
What if my payment does not go through?
Please check to make sure you have entered all of your billing information correctly. If you still cannot enter your payment, call the clinic directly and pay over the phone.
Refund FAQ
What is our refund policy?
The consultation fee is non-refundable once we send your prescriptions to the pharmacy. You are not eligible for a refund simply because of your medication cost or insurance coverage. You will be fully refunded if we are unable to treat you. If the pharmacy claims that they do not have your prescription, email us immediately at admin@angeleyescare.com. We will resend your prescription to them. Your consultation fee will not be refunded if you do not report the missing prescription via email in a timely manner.
How do I get a refund?
Simply email us at admin@angeleyescare.com. We’ll refund you the full amount if we are unable to send your prescription. However, your consultation fee is not refundable once we have sent your prescription to the pharmacy.
What if my medication did not work, can I get a refund?
All services rendered by Angel Eyes Care are provided on a non-refundable basis. If unfortunately your condition is not resolved with the first round of treatment, please send us an email at admin@angeleyescare.com and we will schedule a follow up visit.
Does my payment cover the cost of medicine?
Your payment only covers your consultation with a medical provider. You still have to pay for the medication when you go to the pharmacy.
Will I be refunded if I cannot afford the prescription medication?
It is the patient’s responsibility to pay for their medication. Your consultation fee is not refundable simply because you cannot pay for your medication or your insurance refuses to cover the medication cost. We are happy to substitute for an affordable option, if available.
Pharmacy FAQ
What if my pharmacy does not have my prescription?
Please call the pharmacy and speak to the pharmacy tech directly, as the automated system is not as quickly updated. If you spoke to the pharmacy tech and they do not have your prescription, please email us and inform us directly at admin@angeleyescare.com. We will resend your prescription. We will not issue a refund immediately if you simply claim your pharmacy did not receive your prescription without allowing us to rectify the issue first.
What if the pharmacy says they cannot fill the prescription?
Sometimes a pharmacy may not be able to fill a prescription due to changing telemedicine laws in your specific state. Although this rarely happens, when it does, at that point we can issue you a full refund.
What if my pharmacy does not have my prescription?
In rare circumstances, transmission issues may occur and the pharmacy may not immediately receive your new prescription. Don’t panic, simply email us at admin@angeleyescare.com and we are happy to resend a new prescription ASAP.
Can I get a refund if my pharmacy does not have my prescription?
It’s important to inform us via email immediately if your pharmacy does not have your Rx. Report any other pharmacy issues to us via email at admin@angeleyescare.com. Consultation fees will not be refunded if you do not report the missing prescription via email in a timely manner.
Can I change my pharmacy after my medication has been sent?
Yes, first call the original pharmacy to transfer your Rx to the new pharmacy. You can email us if the pharmacy is not helpful.
Do you deliver prescriptions via email, or can I get a paper prescription?
No, we send prescriptions electronically to the pharmacy of your choice where you will go pick up. If you prefer, you may also provide us with a mail-order pharmacy.
When can I pick up my prescription?
We send your Rx to your pharmacy within 2 hours of consultation. Contact your pharmacy to set up a pickup time. Speak directly with a pharmacy staff member. Make sure you pick up your prescription on time before the pharmacy cancels and restocks your prescription.
Prescription FAQ
What if my prescription is too expensive?
We do not have any influence on the cost of the prescription. Your fee is for the consultation. We are happy to substitute for an affordable Rx if available.
If I have a STD, can I get a prescription for my partner and myself?
We treat patients who submit an electronic consultation and meet the criteria for treatment. Your partner must go through the electronic consultation process and consent to treatment as well.
What if I just need a refill?
You must fill out a prescription refill form every time you need a refill, even if you have used our services in the past.
Do you prescribe medical marijuana?
No, that is a controlled substance.
Why do I still need to pay for medication after paying the consultation fee?
Just like any doctor’s office, our consultation fee does not include the cost of medication. You are responsible for paying for the medication cost charged by your pharmacy.
Correspondence FAQ
What is the turnaround time for a consultation?
Your prescription will be sent to the pharmacy within 2 hours of successfully submitting a consultation. We will notify you via email or text when we have sent your Rx to your pharmacy. Providing a working email and phone number is essential. A delay in prescription is most commonly due to an error or a non-replied email.
How long is the response time from submitting your form to receiving an email confirmation?
Typically 2 hours. However check your spam folder and missed calls, if there is a question that a provider needs to be answered before sending your prescription, they will typically email or call you. A delay in prescription is most commonly due to a lack of email reply.
What should I do if I don’t receive an email confirmation after 2 hours?
Check your spam folder. If there isn’t an email confirmation, then email us at admin@angeleyescare.com.
How can I email the website a question without submitting a consultation form?
Send your email directly to us at admin@angeleyescare.com.
Pediatrics FAQ
At what age can you be treated?
Angel Eyes Care can treat anyone age 2 or older.
How does the consultation process work?
Once you complete the questionnaire forms, you’ll be able to chat with a medical provider via phone or video.
What conditions does Angel Eyes Care treat?
We treat a wide range of pediatric conditions such as ear infections, respiratory illnesses, sinusitis, asthma and much more.
What if you can't treat my condition?
Our doctors understand the limitations of telemedicine and what is appropriate for an in-person visit. You’ll be fully refunded and referred to the appropriate care.
Who is Angel Eyes Care unable to treat?
We don’t provide care for severely ill or unstable patients.
Can Angel Eyes Care work with my pediatrician?
With your consent, we can send a visit summary to your pediatrician, as well as be available for physician-physician consultation.
Am I able to request a doctor's note?
Yes, when deemed medically necessary.
STD FAQ
Do I have to wait for the test result or can you treat me immediately?
For certain STDs, we can start empiric treatment if you have symptoms and have been exposed to an STD.
Can I be treated if my test results are positive?
Yes, you will be treated if your test results come back positive.
Can you treat my partner for STDs as well?
We offer expedited partner treatment once your partner consents.
What if I don't know what I have?
STD symptoms often overlap making it difficult to differentiate the STD types by symptoms alone. The best practice is to screen for STDs if you’ve been exposed or are at risk of contracting an STD.