Frequently asked questions

Frequently asked questions

How it Works

What if I'm taking a medication Minded doesn't offer?
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Minded can only prescribe medications in our formulary. If you are on any other medications please be sure to discuss with a member of the Care Team.

If you are taking a psychotropic medication that is not in our formulary, Minded will not prescribe any medications, as we do not wish to split care between Minded and your other mental health care providers.

Is Minded right for me?
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Minded is for anyone 21 and over in New York City who is looking to renew their antidepressant, anti-anxiety, or sleep medications without having to visit a doctor’s office. Sound like you? Get started with your virtual provider visit here.

Do I need a prior diagnosis or prescription?
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Yes. Minded is for people looking to renew their existing prescription. Take a look at the medications Minded is able to renew here.

Which medications can I renew?
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You can take a look at all of the medications Minded is able to prescribe here.

Does Minded renew controlled medications?
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Controlled medications are a class of medication regulated by the DEA (Drug Enforcement Administration) due to the possibility of physical and mental dependence. Controlled medications have restrictions on how they can be prescribed and fulfilled.

For eligible patients in appropriate situations using a video visit, Minded currently renews eszopiclone (Lunesta™), temazepam (Restoril™), zolpidem (Ambien™), zolpidem CR (Ambien CR™), alprazolam (Xanax™), clonazepam (Klonipin™), and lorazepam (Ativan™) under temporary authorization in effect during the COVID-19 public health emergency.

For customers in New York City, we partner with Medly Pharmacy to deliver your medication to your door within 24 hours of approval. If the delivery contains a controlled medication, someone needs to be home to receive the delivery and present a valid government-issued ID (with picture) to the Medly courier. If you prefer to pick up your medication at a pharmacy near you, that option is also available at checkout.

For the rest of New York state, you can pick up your controlled medications at the pharmacy of your choice.

Can Minded replace my doctor’s visits?
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Minded is not a replacement for your primary care provider, and we recommend all patients to seek and maintain general health and wellness visits to meet their health care needs. However, Minded may, for some, be an option for simply managing and renewing an existing prescription.

What is not included in the Minded services?
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Minded does not offer talk therapy, brand-name prescriptions, non-psychiatric medication, in-person services, or medication disposal. We also do not accept insurance at this time.

Can I obtain a copy of my Minded medical record?
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Yes! Reach out to us via our secure in-app messaging portal, or at support@tryminded.com

Where is Minded available?
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Minded is currently only available in New York state. Located elsewhere? Send us an e-mail at support@tryminded.com and let us know where you live. When we expand to your area, you’ll be the first to know.

Do I need insurance to get started with Minded?
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You don’t need insurance to sign up for Minded. Typically, Minded costs less than insurance copayments for office visits and medications. At this time, the Minded services are not participating in, submitted to, or eligible for Medicare, Medicaid, or any other health insurance offering for reimbursement, so you would cover the full cost of the services.

Is Minded an on-demand service?
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No, we operate from 9AM - 5PM EST Monday-Friday. The Minded Care Team does answer e-mails and messages 7 days a week, so you can always expect a reply within 24 hours.

Can I renew more than one medication?
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Yes, Minded offers multiple medication support. You can request up to four medications, which The Minded Care Team will review individually. Minded cannot supply any medications outside of our formulary.

What if my medication is lost or stolen?
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Reach out to us via our private in-app messaging portal, or at support@tryminded.com

Payments

How much does Minded cost?
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A membership with Minded is $30 per month. Right now, we are offering your first month for free. Additionally, all medications sent to our pharmacy partner are priced at $5 for each 30 day supply. For example, if you are prescribed a 90 day supply of your medication, you will be charged $15 for your prescription. If you are outside of New York City, the price of your medication is determined by your pharmacy of choice.

Once I’m with Minded, are my prescriptions renewed automatically?
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No. Prescriptions are not renewed automatically. When you’re ready to renew your prescription, you can easily submit a renewal request to the Care Team. A monthly membership gives you access to the Care Team for renewals and adjustments as needed.

What if I want to cancel my membership?
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Reach out to us via our private in-app messaging portal, or at support@tryminded.com, and someone will get back to you within 24 hours.

Delivery & COVID-19

Can I choose which pharmacy Minded sends my prescription to?
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Yes, we can send your prescription to your pharmacy of choice. If you live in New York City, you can also have our partner Medly Pharmacy deliver your medication to your door within 24 hours of approval.

How long will it take to get my medication?
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A member of the Minded Care Team will review your request within 24 hours. If approved, your prescription will then be sent to your pharmacy of choice. If you live in New York City, we can send your prescription to our pharmacy partner, who will coordinate your medication delivery directly with you.

When can I get my medication delivered?
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If you are located in New York City, our pharmacy partner, Medly, will contact you directly to schedule your delivery once a provider on our Care Team has approved your request. Their delivery hours are Monday through Friday from 9AM to 9PM, and Saturday and Sunday from 10AM to 7PM.

What if I am not home to receive my delivery?
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You will be able to select a delivery window that suits your schedule, but if you are not home to receive your delivery Medly can leave it in a safe location of your choice.

Note that if the delivery contains a controlled medication, someone needs to be home to receive the delivery and present a valid government-issued ID (with picture) to the Medly courier.

Can someone else receive my delivery?
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When coordinating the delivery with Medly, you can designate someone else who is at least 21 years of age to receive your delivery.

Note that if the delivery contains a controlled medication, the person you designate needs to present a valid government-issued ID (with picture) to the Medly courier.

What happens if I miss my delivery?
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If you are not home to receive your delivery or we can’t find your designated safe-delivery location, your delivery will be rescheduled. You can reach back out to the number you scheduled your delivery with through Medly, or send the Minded customer support team an in-app message.

Note that if the delivery contains a controlled medication, and someone is not home to receive it, your delivery will need to be rescheduled. You can reach back out to the number you scheduled your delivery with through Medly, or send the Minded customer support team an in-app message.

Can I track my delivery?
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Yes. When your delivery is next on the delivery route, you will be notified with an ETA and the availability to follow your delivery on a map.

Is delivery contactless?
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Medly’s contactless delivery policy requires the delivery person to drop off the medication, back away to a safe distance (at least 6 feet), and wait for the recipient to come out and retrieve the medication.

If the delivery contains a controlled medication, someone needs to be home to receive the delivery and present a valid government-issued ID (with picture) to the Medly courier.

What other safety precautions are you taking for deliveries at this time?
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Medly delivery personnel will be wearing masks and gloves for all deliveries. They are also provided sanitizing products (wipes, alcohol, etc.) for their own use and maintenance of their equipment throughout the day.

Do you use tamper-proof packaging for medication?
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Your mediation will be packaged in a small colored bubble-mailer that will be sealed while still inside of the pharmacy. While they aren't technically tamper-proof, it is easy to tell if the mailer has been opened or damaged during delivery.

What if my medication is stolen or lost during delivery?
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Report the incident to your Minded Care Team and the authorities immediately so we can work with you to decide the best course of action regarding your prescription.

Our Team

Who are Minded providers?
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Our affiliated Care Team is led by experienced U.S. board-certified psychiatrists and psychiatric nurse practitioners. Learn more about our team here.

How can I contact the Care Team?
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You can message the Care Team at any time in-app. You can expect a reply within 24 hours.

Can I provide feedback to the Minded team?
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Yes! We would love to hear your thoughts at support@tryminded.com

What’s the difference between the Care Team and the customer support team?
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The Minded Care Team is made up of U.S. board-certified psychiatrists and psychiatric nurse practitioners. Our customer support team is here to assist you with anything relating to your account, your renewal orders, and any other questions not specific to your medications or dosages.

My Profile

Is my information kept private?
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Yes. Any and all sensitive information you share with Minded will remain private and confidential. Minded is committed to keeping Patient Health Information (PHI) secure and has implemented many safeguards to ensure its devices, services and systems are consistent with HIPPA and leading industry security standards.

How do I change my password?
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You can send an in-app message to the Minded support team and they will help make any changes to your account. If you are locked out of your account, send an email to support@tryminded.com

How do I update my payment information?
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Once you are logged into your Minded account, you can add or delete payment methods under the "Billing" tab.


How do I update my delivery address?
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If you’ve moved within New York state, you can message us in-app and someone from the support team can assist you.

How can I request an adjustment to my prescription?
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If you wish to request an adjustment, you can reach out to a member of the Minded Care Team in-app.

Still have questions?
Get in touch anytime.