When will my order arrive?
Once approved, your prescription is transmitted electronically to the pharmacy for processing and fulfillment. Standard pharmacy processing time is approximately 7 to 10 business days. Business days are defined as Monday through Friday and do not include weekends or recognized holidays.
While many orders are completed and shipped sooner, processing times can vary based on pharmacy volume, medication preparation requirements, and shipping schedules. For this reason, we recommend planning around the full 7 to 10 business-day timeframe to ensure continuity of care and avoid any interruptions in treatment.
Why haven’t I received a shipping update?
It’s completely normal for your order to show as “pending” or “pending shipment,” and not receive tracking, while the pharmacy is preparing your medication. The status may remain unchanged until the order ships. Tracking is typically created after your medication has been fully prepared and a shipping label has been generated.
After approval, your prescription is sent to the pharmacy for fulfillment. During this processing time, the status in your portal may not change. Some pharmacy partners do not update tracking information in the portal as the order moves through preparation.
We recommend signing up for UPS My Choice or FedEx Delivery Manager. They are free tools that give you more control over your shipments, including real-time alerts and delivery options directly with the carrier.
What if my order takes longer than 10 business days?
If your order goes beyond 10 business days without shipping updates, please contact support. We understand that timely delivery is important, and we’re here to help. Once you reach out, we will contact the pharmacy directly to request a detailed status update on your order. As soon as we receive a response, we will follow up with you and keep you informed every step of the way.
How do I change my shipping address?
We strongly recommend double-checking your shipping details before placing your order and planning around any travel or vacations. Before approval, you can update your shipping address in the patient portal or message support to update your shipping address.
Once your prescription has been issued and sent to the pharmacy, address changes are not guaranteed. At that stage, we can reach out to the pharmacy to request an update on your behalf, but changes depend on how far along the order is in processing. If you need to request an address change after approval, please contact support as soon as possible. We will do our best to work with the pharmacy and see what can be accommodated.
What should I do if I notice an issue with my received order?
If your medication arrives damaged, incorrect, or does not match what you expected, please contact support immediately and provide clear images of the medication and its packaging to help us assist you quickly.
Our team will review your documentation and coordinate with the pharmacy or your prescribing provider as needed. Please note that any determinations regarding the safety, dosage, or medical guidance for your medication will come from your prescriber or the pharmacy, ensuring all clinical decisions are made by qualified professionals.