Updated Vaccine Shipment and Delivery Guidance

Dear Providers,

This email outlines updated procedures for receiving vaccine shipments and addressing shipment-related concerns. Please review this information carefully to ensure orders are received without unnecessary delays.

McKesson Delivery Guidance

Providers are responsible for tracking vaccine shipment through the tracking information provided in the shipment notification email and ensuring staff are available to receive deliveries.

When McKesson ships a vaccine order, the CDC distribution system confirms only that your office is open on the next business day. It does not account for:

• Lunch breaks
• Early closures
• Any other changes to your normal office hours

As a result, delivery instructions in NCIR should not be used to communicate office closures or critical delivery instructions, as this may not be reviewed by the carrier.

Delivery times are not guaranteed and may be affected by weather, traffic, mechanical issues, or other unforeseen circumstances.

The North Carolina Immunization Program (NCIP) notifies McKesson and Merck of all state holidays, to prevent vaccine deliveries on those dates. Providers should notify the NCIP Help desk in advance by phone or email of additional closures or schedule changes to help prevent deliveries when staff are unavailable.

Reporting Vaccine Viability Shipment Concerns

McKesson Shipments

If there is a viability concern regarding a vaccine shipment from McKesson, providers should contact McKesson immediately at 1-877-TEMP123 (1-877-836-7123).

It is critical that viability concerns are reported to McKesson on the same day the shipment is delivered. Reports made after the day of delivery may affect McKesson’s ability to provide replacement vaccine. 

To avoid delays in processing your claim, have the following information and photo documentation available when contacting McKesson:

1. Tracking Number

• Provide the tracking number shown on the shipping label affixed to the box. 

2. Packing Slip

• Provide a clear photo of the front of the packing slip (page 1).
• Provide a clear photo of the white sticker located on the back of the packing slip. The sticker must be clearly legible.

3. Shipping Box

• Provide clear photos of the shipping box.
• Include photos of all labels and stickers applied to the package. All labels and stickers must be legible.

4. Tag Alert Monitor

• Stop the Tag Alert Monitor upon receipt and before taking photos. 
• Provide a clear, legible photo of the front of the Tag Alert Monitor, showing the stop sign with the arrow pointing to the X, and the number above the arrow.
• Provide a clear, legible photo of the serial number on the Tag Alert Monitor.

After-Hours Shipment Concerns
For viability shipment concerns after 8:00 p.m., contact McKesson by email at cdccustomerservice@mckesson.com.

Direct Shipments

For CDC/VFC vaccines that are shipped directly from the manufacturer, providers should report shipping or delivery issues following the instructions below:

Merck – VARIVAX® and ProQuad®
Providers should report shipping or delivery issues for VARIVAX® and ProQuad® using https://cdcshipping.merck.com/. This is the only method to initiate an investigation for these products.

Once an issue is successfully reported, the individual submitting the report will receive an immediate confirmation email. Please allow up to five days for a follow-up response from Merck. Some investigations may require additional time to resolve.

Pfizer – COVID-19 Vaccines
For COVID-19 vaccines shipped directly from Pfizer, provider should report shipping or delivery issues to Pfizer Customer Service at 1-800-666-7245, Option 2 or mrnavaccines@pfizer.com.

FedEx/UPS Signature Release

If a provider location has a FedEx or UPS signature release on file, the carrier may leave vaccine shipments without obtaining a signature regardless of office hours. A replacement will not be honored for a package that has spoiled under these circumstances.

Providers are strongly encouraged to cancel any FedEx/UPS signature release on file. Canceling the signature release will apply to all FedEx/UPS packages, not only vaccine shipments.

Shipments Not Eligible for Replacement

If McKesson or the manufacturer deems your order ineligible for replacement, contact the NCIP Help Desk regarding next steps.

Direct-Shipment Delivery Timeline

The following vaccines are shipped directly from the manufacturer:

• MMRV (ProQuad®) and Varicella (VARIVAX®) vaccines are shipped directly from Merck. 
• Pfizer COVID-19 vaccines are shipped directly from Pfizer.

Orders for these vaccines will ship within 15 business days of receipt of the order. Please allow additional time for delivery after the order has shipped.

Refused Vaccine Shipments

Providers should not refuse vaccine shipments under any circumstances. Refused shipments can result in vaccine loss and delays in resolving shipment concerns. 

Providers should accept the shipment, mark the vaccine “do not use”, properly store the vaccine, and immediately report any concerns, including suspected damage or potential vaccine viability issues, to McKesson or the appropriate manufacturer, as outlined above.

Do not discard or administer potentially compromised vaccine until you have received guidance on how to proceed.

Delivery Shortages

Upon receipt of a vaccine shipment, providers should verify that the products and quantities received match the packing slip. If a product or quantity listed on the packing slip is missing, report the delivery shortage to the NCIP Help Desk immediately.

Cooler Returns

As a reminder, providers should return or discard shipping materials as follows:

• The EcoFlex coolers must be returned so that they can be reused. These coolers have an attached UPS shipping label on the inner box flap.
• The KoolTemp coolers do not need to be returned to McKesson and can be discarded.
• Refrigerated and frozen tag alerts do not need to be returned to McKesson and can be discarded.

We appreciate your continued partnership in ensuring the safe and effective delivery of vaccines to your patients.
 

How to contact us: 

For assistance, please contact the NCIP Help Desk by phone at 1.877.USE.NCIR ((873-6247) or by email.

In Health, 
NC Department of Health and Human Services