Shipping & Delivery

Shipping Timeline

Once your prescription is approved and sent to the pharmacy:

• Typical processing time: 3-7 business days
• Shipping method: Refrigerated overnight or 2-day shipping
• Tracking: You’ll receive tracking information via email when your order ships

Timelines may vary based on pharmacy workload, your location, and carrier conditions.

What to Expect

Your medication will arrive in insulated packaging with cold packs to maintain proper temperature during transit.

Upon Delivery

Check your package immediately:

1. Temperature check – Package should feel cool. Cold packs may be partially melted, but medication should still be cool to the touch.
2. Inspect packaging – Look for any damage that may have occurred during shipping.
3. Refrigerate immediately – Store medication at 36-46°F (2-8°C) right away.

What If My Package Arrives Warm?

If your package feels warm or the cold packs are completely melted:

1. Do not use the medication
2. Place it in the refrigerator
3. Contact us immediately at [e-mail] or [phone]
4. Keep the packaging for our investigation
5. We’ll arrange a replacement if needed

Delivery Issues

Tracking Your Shipment

Once your order ships, you'll receive a tracking number via email. You can use this tracking number to monitor your package's progress and estimated delivery date.

Delivery Issues

If your package is lost or stolen:

• Contact us within 48 hours at [e-mail] or [phone]
• Provide your tracking number and order details
• We'll file a claim with the carrier and work with the pharmacy to arrange a replacement

If your package shows "delivered" but you didn't receive it:

• Check with household members, neighbors, or building management
• Look for the package in common delivery areas (porch, mailroom, package locker)
• Contact us immediately so we can file a claim with the shipping carrier
• Include your tracking number and the date it was marked as delivered

If your package is damaged during shipping:

• Do not use the medication if the vials are broken or the packaging is compromised
• Take photos of the damaged package and contents
• Contact us immediately at [e-mail] 
• Keep all packaging materials for the carrier investigation
• We'll arrange a replacement shipment

If your package is delayed beyond the expected delivery date:

• First, check your tracking number for updates from the carrier
• Shipping delays can occur due to weather, carrier issues, or other circumstances beyond our control
• If your tracking shows no movement for 3+ business days, or if you're concerned about the delay, contact us
• We'll reach out to the carrier to investigate

Issues During Transit (Package in Route)

If your tracking shows the package is delayed, held up, or experiencing issues while still in transit:

• Contact the shipping carrier directly using the phone number on your tracking page
• The carrier can provide real-time updates and resolve transit issues faster than we can
• If the carrier cannot resolve the issue or you need additional assistance, contact us and we'll intervene

Temperature Concerns

If your package arrives and feels warm, or the cold packs are completely melted:

• Do not use the medication yet
• Place it in the refrigerator immediately
• Contact us right away at [e-mail] 
• We'll determine if a replacement is needed based on how long the medication was without proper temperature control

Shipping Address Changes

To change your shipping address: - Update your information in the customer portal before your next billing cycle - Or contact support at least 7 days before your scheduled shipment

Address changes made after an order has shipped cannot be rerouted.