Frequently Asked Questions

WHO IS NERIVIO INTENDED FOR?

Nerivio is indicated for migraine patients 18 years of age or older who do not have chronic migraine. Nerivio should not be used by people with congestive heart failure, severe cardiac or cerebrovascular disease, or uncontrolled epilepsy.  Nerivio should not be used by anyone with active implantable medical devices (eg, pacemaker, hearing aid implant). It should only be applied on the upper arm over dry, healthy skin with normal physical sensation and without any metallic implants or in proximity to cancerous lesions. Nerivio has not been evaluated in pregnancy or those under the age of 18.

WHEN SHOULD I USE NERIVIO?

Nerivio is available by prescription only and is aimed to treat migraine attacks when they occur. For effective results, the treatments should be initiated as early as possible and always within 60 minutes of migraine headache or aura onset. Nerivio can be used for additional treatment sessions, even consecutive, if the headache is not relieved or if it reoccurs. Please consult with your doctor for further instructions on use.

SHOULD I USE NERIVIO ON THE SAME SIDE OF MY HEADACHE?

Since Nerivio induces a global pain inhibition mechanism in which stimulation in the arm inhibits pain in other areas of the body, the device can be used on either arm independently from the side of the headache.

AT WHAT INTENSITY SHOULD I TREAT MY MIGRAINE HEADACHES?

You should set the treatment intensity level so it feels strong yet comfortable and not painful. This is important to maximize the clinical benefit of the treatment. The intensity can be adjusted in the app by touching the ‘+’ and ‘-‘ buttons. To set the intensity to a personalized optimal level. Set the intensity at the beginning of your treatment and no need to change it during the 45 min treatment (unless you set it too high and it’s uncomfortable). The sensation will fade to a comfortable level after a few seconds and no need to increase it.

  1. Start increasing the stimulation intensity using the ‘+’ button and when the stimulation is painful and/or uncomfortable
  2. Reduce the intensity to the previous level using the ‘-‘ button.

For your safety, continuous presses on the ‘+’ button will result in a gradual increase in the intensity.

WHAT DOES THE TREATMENT FEEL LIKE?

The device transmits electrical pulses. You may feel a strong sensation at first, but it will typically fade to a comfortable level after a couple of seconds. You will then need to set the treatment intensity level by increasing it to the highest level that feels strong yet comfortable and painless. If the sensation is uncomfortable or painful, you should decrease the intensity. During the treatment, you might experience a temporary sensation of warmth, local tingling, numbness in the arm, pain in the arm, or redness of the skin, which should disappear shortly after the end of the treatment. If you experience hand numbness and/or muscle twitching, try changing the location of the electrodes on the arm.

CAN I PERFORM TREATMENTS WITHOUT AN INTERNET CONNECTION?

Yes, treatments with Nerivio can be performed without an internet connection and do not require Wi-Fi or mobile data. An internet connection is only essential when you sign-up or sign-in to the app.

HOW MANY TREATMENTS CAN I PERFORM WITH THE NERIVIO?

The device is good for 12 treatments and once those treatments are completed, the device should be disposed of according to the instructions.

HOW DO I RECYCLE MY DEVICE?

Nerivio’s maker, Theranica, promotes and encourages recycling. We provide a prepaid envelope to send used devices for recycling. Contact us at support@theranica.com and provide us your mailing address. Please write in the email subject line: “Recycling request”.

HOW DO I GET STARTED?
  1. Register – Set up an account by providing your Name, Date of Birth, Email, and Password.
  2. Complete Medical Questionnaire – Answer a few medical questions that the Doctor or Nurse Practitioner will review during your video or telephone consultation.
  3. Checkout – Provide Billing, Shipping, and Payment information.
  4. Conduct Visit With a Doctor or Nurse Practitioner – Conduct a Video, Audio, or Digital Consultation to find out if a prescription is right for you. The consultation type depends on your state regulations.
HOW DOES THE ONLINE CONSULTATION PROCESS WORK?

After registering, you will be asked to complete an online medical assessment to provide more information about your medical history, medical conditions, and any medications you are currently taking. 

Next, one of our Doctors or Nurse Practitioners will conduct a video, audio, or digital consultation. He or she will review the medical information you provide to determine whether a prescription is appropriate for you. 

If approved, your prescription will be sent to our pharmacy for review. If necessary, our pharmacist will contact you before dispensing your device. Otherwise, your order will be packaged and shipped directly to you.

WHAT IS THE DIFFERENCE BETWEEN AUDIO, VIDEO, AND DIGITAL CONSULTATIONS?

All states require some interaction between a Doctor or Nurse Practitioner and patient in order to prescribe. However, regulations governing the type of interaction or consultation differ from state to state. Depending on your state, you will be required to have an audio, video, or digital visit with a Doctor or Nurse Practitioner.

In all cases, the process is simple and easy to follow. Once a prescription is approved, we process payment and your device will be safely and discreetly shipped to you.

AUDIO CONSULTATIONS

If your state requires an audio consultation, you will be directed to schedule an audio visit by choosing from a list of Doctors or Nurse Practitioners who are licensed in your state.

You will receive a confirmation email with a link to join the audio visit. On the scheduled date and time, click on the link directly in the confirmation email or log in to the Order History page of your account and click ‘Begin Scheduled Visit’. Once you have logged in, you will be in the waiting room until the Doctor or Nurse Practitioner initiates the visit. In some cases, you may receive a call from 480-707-4556. The Doctor or Nurse Practitioner will review the medical information you provided, verify important medical information, and address any specific questions you may have. 

If you need to reschedule, you can do so by going to Order History and clicking ‘Reschedule’ to select a different date and time. If you have any questions or issues, please contact us.

OFFICE HOURS FOR AUDIO CONSULTS:

MON – FRI: 5 AM – 7 PM Pacific Time
SAT – SUN: 5 AM – 4 PM Pacific Time

The Doctor or Nurse Practitioner will attempt to reach you at least 3 times before declining your order.

VIDEO CONSULTATIONS

If your state requires a video consultation, we will direct you to schedule a brief visit with one of our Doctors or Nurse Practitioners. Our site uses secure, private, high-quality streaming video between you and our licensed Doctors and Nurse Practitioners. After completing the checkout process, you will be directed to schedule a video visit by choosing from a list of Doctors and Nurse Practitioners who are licensed in your state. 

You will receive a confirmation email with a link to join the video visit. On the scheduled date and time, click on the link directly in the confirmation email or log in to the Order History page of your account and click ‘Begin Scheduled Visit’. Once you have logged in, you will be in the waiting room until the Doctor or Nurse Practitioner initiates the visit. The Doctor or Nurse Practitioner will review the medical information you provided, verify important medical information, and address any specific questions you may have. 

If you need to reschedule, you can do so by going to Order History and clicking ‘Reschedule’ to select a different date and time. If you have any questions or issues, please contact us.

OFFICE HOURS FOR VIDEO CONSULTS:

MON – FRI: 5 AM – 7 PM Pacific Time
SAT – SUN: 5 AM – 4 PM Pacific Time

What Technical Requirements Do I Need To Have A Video Consultation?

Use your PC, iPhone, Android, iPad, tablet, or another mobile device with a camera and microphone.

Note: If your state requires a video consultation, you must complete it for your prescription to be processed. If you have any questions or issues, please contact us.

WHAT BROWSER SHOULD I USE?

Your visit with a Prescriber happens in a web browser. For the best experience possible, we recommend using the following browsers.

  • MAC OS: Safari is recommended, Chrome and Firefox are also supported
  • iOS: Safari is the only browser supported on iOS
  • WINDOWS: Chrome is recommended, Firefox and Edge are also supported
  • ANDROID: Chrome is recommended, Firefox is also supported
TROUBLESHOOTING CAMERA & MICROPHONE PERMISSIONS

If you are trying to start a visit and you receive a notification that your camera and/or microphone are being blocked, here are some instructions for allowing or permitting the needed device settings. 

MAC OS

Safari is recommended

  • Upper-left top menu > Safari > Preferences > Websites tab
  • In the left pane, select Camera, then in the right pane, find this site, set to ‘Ask’ or ‘Allow’
  • In the left pane, select Microphone, then in the right pane, find this site, set to ‘Ask’ or ‘Allow’
  • Close the Preferences panel to save changes. 

Chrome

  • Upper-left top menu > Chrome > Preferences > Privacy and Security > Site Settings > select this site
  • Camera: ‘Ask’ or ‘Allow’
  • Microphone: ‘Ask’ or ‘Allow’

Firefox

  • Menu icon in upper right of window > Preferences > Privacy and Security > Permissions…
  • Camera: open dialog, find this website, ‘Allow’
  • Microphone: open dialog, find this website, ‘Allow’

iOS

Safari is the only browser supported on iOS

  • Settings App > Safari > scroll down to ‘Settings for Websites’…
  • Camera: ‘Ask’ or ‘Allow’
  • Microphone: ‘Ask’ or ‘Allow’

WINDOWS

Chrome is recommended

  • Stacked dots menu in upper right > Settings > Advanced > Content Settings…
  • Camera: ‘Ask before accessing’
  • Microphone: ‘Ask before accessing’

Firefox

  • Gear in the upper right of window > Privacy and Security > Permissions…
  • Camera: open dialog, find this website, ‘Allow’
  • Microphone: open dialog, find this website, ‘Allow’

ANDROID

Chrome is recommended

  • Stacked dots menu icon > Settings > Site Settings… 
  • Camera: ‘Ask first’
  • Microphone: ‘Ask first’

Firefox

  • Settings App > Apps and App Permissions > Firefox > Permissions
  • Toggle on Camera and Microphone
  • Restart Firefox
DIGITAL CONSULTATIONS

If your state requires a digital consultation, you’re able to interact with one of our online licensed Doctors or Nurse Practitioners without an audio or video interaction. If you are in a state that allows for this type of interaction, you will be asked to answer a number of questions about your medical history online and a Doctor or Nurse Practitioner licensed in your state will review your responses to determine whether or not a prescription is appropriate for you. 

After completing checkout, you will be directed to select a Doctor or Nurse Practitioner from the available list to review your information. Our Doctors and Nurse Practitioners generally review your medical file within 24 hours. If necessary, they will follow up by email or phone to determine if a prescription is right for you.

PRESCRIPTION INFORMATION

How are prescriptions sent to the pharmacy? 

If your prescription is approved after the medical consultation, it is sent electronically to our pharmacy using HIPAA-compliant encrypted software.

Do I need an existing prescription to place an order? 

You do not need an existing prescription. One of our US-licensed Doctors or Nurse Practitioners will review your medical history to determine whether the prescription you’re ordering is appropriate for you. Once approved, we will process payment and ship your prescription directly to you. 

Is there a processing fee or consultation fee? 

In many cases, GetNerivio does not charge a consultation or processing fee if we fulfill your prescription. The consultation and prescription processing costs are included in the price of your prescription. We aim to keep these costs to a minimum and pass the savings on to you. In the few cases where there is a consultation fee, we make it clear next to the cost of the prescription. 

May I place an order for someone else? 

No, the patient must complete the online diagnostic medical assessment. Our system collects a complete patient medical history for your Doctor or Nurse Practitioner to make a diagnosis and prescribe a treatment. We need to obtain this information directly from the patient.

May I have my prescription filled at another pharmacy? 

Yes, you may choose to have your prescription filled at another pharmacy at any time; however, there will be a $120.00 processing fee. In most cases at UpScript, the cost of the consultation and prescription processing by our pharmacy is built into the cost of the medicine. When a customer chooses to have their prescription filled elsewhere, we must separate those costs.

REORDERING AND AUTO-REFILLS

How do I reorder?

Reordering is simple!

Step 1: Log in to your account using your Email and Password.

Step 2: Verify your Billing, Shipping, and Payment information.

Step 3: Confirm the device you are reordering.

Can I set up auto-refill?

Yes! If the prescription you have requested is eligible, you will have the opportunity to enroll in auto-refill during check out or at a later time under the AutoRefill tab within your account.

Note: Certain products that are prescribed for regular use will automatically enroll you in the auto-refill program. The receipt page will indicate enrollment. You may cancel the auto-refill enrollment at any time under the AutoRefill tab within your account or by contacting Customer Service.

SHIPPING

Some of the prescriptions include free shipping. If so, it will be annotated next to the cost of the prescription. If shipping is not included, costs are listed below:

Shipping Costs

For the 48 contiguous states: 

USPS Priority Mail: $22
FedEx 2 Day: between $5 and $25 depending on product
FedEx Overnight: $34

For Alaska & Hawaii: 

USPS Priority Mail: $24
USPS Express Mail: $32
FedEx Priority: $34

How long will it take to receive my order? 

For consultations completed by 1 PM PST, prescriptions ship the same day. For consultations completed after 1 PM PST, prescriptions ship the following business day. For consultations completed Saturday or Sunday, prescriptions ship on Monday.

Shipping Methods 

For the 48 contiguous states: 

USPS First Class Mail: 3-5 business days
USPS Priority Mail: 1-3 business days
USPS Express Mail: Overnight to most locations
FedEx 2 Day: 2 business days
FedEx Overnight: Arrives next business day

For Alaska & Hawaii: 

USPS Priority Mail: 6-10 business days
USPS Express Mail: 3-5 business days
FedEx Standard Overnight: 3-5 business days

Is there a signature required for my package? 

USPS First Class Mail orders are delivered to your mailbox and do not require a signature. FedEx orders often require a signature upon delivery.

PAYMENT & INSURANCE

What Form Of Payment Can I Use? 

We accept credit cards, debit cards, prepaid cards, and flexible spending account (FSA) cards.

What Will Display On My Credit Card Statement? 

GetNerivio or Bella Brands will appear on your credit card statement. If you have any questions please call 844-723-3103.

Can I Use Health Insurance For This Online Visit? 

No. At this time we require payment at the time of service. Forms of acceptable payment are listed in the answer above.

Do You Accept Flex Spending Accounts (FSA) Or Health Reimbursement Arrangement (HSA) Cards? 

Yes, we are registered as a SIGIS member for the 90% Rule. We accept FSA and HAS cards as forms of payments.

WHAT IS THE RETURN POLICY?

Per FDA regulations, prescription medication may not be returned once it is sent from the pharmacy. If you have any questions about the medicine you have received, please contact us. You may also email the pharmacy or the Doctor or Nurse Practitioner directly using our secure email system by logging in to your account. The secure email system assures your privacy.

If you believe you have received an incorrect medication, please do not take the medication and contact Customer Support immediately. 

What If My Package Is Damaged Or Compromised When I Receive It?

In the event you have received your package damaged or compromised, please contact the pharmacy at the number provided on the prescription label.

WHERE IS GETNERIVIO SERVE?

GetNerivio serves the following states: AK, AL, AR, AZ, CA, CO, CT, DE, FL, GA, HI, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY.

IN THE EVENT OF AN EMERGENCY

In case of a medical emergency, please contact your local Physician or hospital for immediate care. Do not rely on your online Doctor or Nurse Practitioner for emergency medical care.

PRIVACY

Your privacy is important to us. Prescriptions are sent electronically to our pharmacy using HIPAA-compliant encrypted software. Prescriptions are processed by our licensed, closed-door pharmacy and are shipped in discreet packaging. 

We ship using FedEx and USPS Express envelopes, and the return address on the envelope will display the name and address of the pharmacy that shipped your product. The label will not reference the contents of the package. 

Because we sometimes require an adult signature upon delivery, many of our customers choose to ship their order to a work address where someone age 18 or over is available to sign for the package.