How to Resolve Medication Status and Delivery Issues on Fridays
If you're encountering issues with your medication order, such as system errors or delivery delays, this guide provides actionable steps to resolve your concern. These instructions cover tracking orders, updating statuses, and managing delivery-related problems.
Once your medication is prescribed, Fridays collaborates with partner pharmacies. Medications are typically sent to the pharmacy for processing, and you should expect a shipment timeline of about 5-10 business days, excluding weekends.
Common Medication Status Issues and Solutions
Pending Status Blocks New Orders
If your previous request shows as 'pending' even though you've received the medication, you should be able to click the 'Mark as Received' button in the medication request card.
The 'Pending' status indicates that the prescription has been processed but is awaiting tracking updates from the pharmacy. You will be notified by email once the medication is dispatched by the carrier.
Checking on Delivery Status:
'Checking on delivery status' means your medication has already been sent to the pharmacy. Expected delivery timeline is 5–10 business days, excluding weekends. Expect expedited shipping (1–3 days) via carriers like FedEx, USPS, or UPS after processing.
If you’ve already received your shipment but the status appears as 'Checking on delivery status' even though you've received the medication, you should be able to click the 'Mark as Received' button in the medication request card.
Tracking Your Medication Order
Step-by-Step Tracking:
Go to the My Meds page in the Fridays Patient Portal.
Locate your order and use the tracking number provided to monitor the shipment via FedEx, USPS, or UPS.
If you haven’t received a tracking email, check your portal under recent orders. For every shipment, you will receive an email notification with tracking information once the shipping label is created. - Monitor notifications from carriers regularly to stay updated on the shipment status.
If the status continues to show no changes even after the standard shipment timeline, please reach out to Fridays Support!
Resolving Delivery Delays or Lost Shipments
Backlogs at partner pharmacies or logistical challenges during high-demand periods may contribute to delays.
If your medication has been delayed or lost in transit:
Use the tracking number shared in your email or portal.
Check periodically for updates from the shipping service.
If the delivery status does not update after several days, contact Fridays Support to investigate the issue and liaise with the shipping team. Additionally, ensure to obtain a claim number from the shipping service when reporting the issue. Share this claim number with Fridays Support to expedite the resolution process.
Processing timelines: Shipments are processed and delivered over 7–10 business days (excluding weekends).
Standard: 5–7 business days
Shipping Method: 1–2 days
Delays may still occur during high-demand periods or logistical backlogs.If delays extend beyond standard timelines, ensure there are no pending prerequisites like consultations or payment confirmations and contact support for assistance.
Managing Consultation and Refill Requests
Some subscriptions require new consultations before requesting refills. Here's what you need to do:
Log in to the patient portal.
Navigate to the 'Consultations' tab and click 'New Consultation.'
Complete the prompts to schedule a video visit with a provider.
If past orders block a new request, follow the instructions under Pending Status Blocks New Orders.
Incorrect or Incomplete Medication Deliveries
If the medication received does not match your request:
Notify the support team immediately.
Provide photos of the incorrect or incomplete medication (e.g., empty vial).
Proof of Prescription Requirements
For your prescription proof to be valid, it must include the following information:
Medication name
Dosage
Frequency
Patient's full name
Patient's date of birth
Date the prescription was written or filled (must be within the past seven weeks for validity).
You have two primary options for submitting your prescription proof to Fridays:
Upload via Patient Portal:
Log in to your account and navigate to the "Documents Center" or "My Meds" section.
Upload a clear photo or PDF of your prescription proof. Your provider will review it to verify your details.
Secure Email Submission:
Email your prescription proof to support@joinfridays.com. The Fridays team will upload it on your behalf.
Reply to Support Messages:
If contacting Fridays via their message system, you may submit your proof as a reply within the conversation.
If your prescription proof does not meet the necessary criteria, follow these steps:
Book a Video Consultation:
Log in to your patient portal, go to the "Consultations" tab, and book the earliest available video consultation.
Ensure Legibility and Completeness:
Recheck that all required information (medication name, dose, frequency, patient details) is visible and clear in your submitted document.
Steps to Rectify Incorrectly Marked Statuses
If you mistakenly marked your medication as received, contact Fridays Support for resolution.
If the portal displays outdated information, logging out and logging back in often resolves display issues and refreshes the status.
Contact Support
Still having issues? Reach out to Fridays Support with details about your concern, such as screenshots, order information, or shipment tracking numbers, to get immediate help.