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Frequently Asked Questions


1. How often may I place an order?

You may place one mail order every month, but plan limits may apply. There are no restrictions on the frequency of in-store purchases. See your Summary Benefits or Evidence of Coverage or the instructions that came with your OTC card for details.

2. Can I use my OTC benefit for items not on the website, mobile app or in the catalog?

You may only use your benefit for approved OTC items listed on the OTC member website, within the mobile app, in the OTC catalog or retail store comparable item.

3. Can I use my benefit for other people?

You many only purchase items for your use, not for family members or friends.

4. What happens if my purchase of approved items exceeds my benefit amount?

It depends on the structure of your OTC benefit. Please refer to your Summary of Benefits or Evidence of Coverage for your OTC benefit details. If you exceeded your OTC benefit amount, you may use another form of payment.

5. Whom do I contact for questions?

If you are already a member, please contact the OTC Benefit Customer Service line at 1-866-413-2582 (TTY 711) 24 hours a day, 7 days a week. If you are not yet a member, please contact your sales agent, or call us at the number on page 2 of your Summary of Benefits.

6. Can I mail and/ or fax my orders?

No. Please use on of the three convenient methods of ordering: Online/ mobile app, in-store and phone.

7. How do I obtain an OTC Benefit Card?

You may request a card be mailed directly to you by contacting the OTC Benefit Customer Service line at 1-866-413-2582 (TTY 711).

8. Can I return items?

Purchased items are subject to the retailer's return/ exchange policies.

9. What happens if my catalog order is lost or stolen?

With your order number, you may contact the Customer Service line at 1-866-413-2582. Also, you may go online to http://help.walmart.com/app/ask for email, online chat, or call back option.


Shopping Experience

How do I use my OTC benefits to shop online? Watch the video!

  • Click shop online on the benefits tab of the website and mobile app.
  • After clicking the shop online button you will see your list of eligible OTC products on Walmart.com.
  • Add qualifying items to your cart and go to checkout when you are done shopping.
  • Before entering your payment, information select Gift Card as your payment method and enter your OTC benefit card number and security code listed on the back of your OTC card.
  • Select Apply Gift Card and your benefits will be automatically applied to eligible items in your cart.
  • Remember your OTC benefits will only be applied to eligible items, you will need to enter another form of payment for ineligible items.

  • How do I use my OTC benefits to shop in store? Watch the video!

  • To find products click shop in store and select a store on the benefits tab of the website or mobile app. After selecting a store, you will see your list of eligible OTC products at the selected store.
  • Use the product scanner located to the right of the search bar on the benefits tab of the mobile app to easily check if an item is eligible in the store.
  • At checkout have the cashier scan the barcode in the mobile app or on the back of your OTC benefits card after the cashier totals the transaction and selects the payment type.
  • Once your card is scanned, your benefits will be applied immediately at checkout.
  • Remember your OTC benefits will only be applied to eligible products, you will need to enter another form of payment for ineligible items. If the cashier does not hit total your benefits may not be applied.

  • How do I use my OTC benefits at self-checkout in store?

  • To find products click shop in store and select a store on the benefits tab of the website or mobile app. After selecting a store, you will see your list of eligible OTC products at the selected store.
  • Use the product scanner located to the right of the search bar on the benefits tab of the mobile app to easily check if an item is eligible in the store.
  • At checkout ring up your items and select the button total & pay.
  • Select debit/ credit as the payment method and scan the barcode on mobile app or the back of your OTC benefits card.
  • Your benefits will be applied immediately at checkout.
  • Remember your OTC benefits will only be applied to eligible products, you will need to enter another form of payment for ineligible items.