What do I do if my order has been delayed?
Unfortunately, we do not have the ability to send orders on specific days, or delay dispatch after approval. However, please be advised, once Royal Mail have your order, you have a few options available within your tracking linked in the email from Royal Mail (or through their app) to divert this.
You can choose one of the following alternative delivery options:
Collect from the delivery office or a local post office.
Select a specific delivery date which suits you.
Divert to a trusted neighbour or address within the same post code area to collect.
These options will be available to you once your order is in the Royal Mail system.
How do I store my medication?
Mounjaro
Mounjaro may be stored unrefrigerated for up to 30 days at a temperature not above 30 ° C and then the pre-filled KwikPen must be discarded after 30 days. This medication can still be used safely, within a 30 day frame.
Wegovy
Before first use please store Wegovy in a fridge (2°C to 8°C). Ensure not to freeze the medication and don’t use it if it has been subjected to freezing temperatures. After first use and once opened, Wegovy can be stored at room temperature (8°C to 30°C) for up to 6 weeks (42 days). Keep the pen cap on at all times when not in use to shield it from light.
Is the product safe if it's delivered late?
If your delivery arrives after this initial 72 hour period, but is less than 7 days delayed, please ensure the medication is put inside a fridge as soon as possible.
The external temperature within the Woolcool packaging is not a direct reflection of the external temperature as the wool and ice packs provide the insulated environment to maintain the refrigerated temperature for the medication. We would encourage you to start using the medication as soon as possible. The solution inside the pen should be clear, colourless and free of any particles. If there is any clouding, discolouration or particles present, please take a picture and send this to us for review.
Woolcool have performed thousands of tests against various climates and weather conditions, to ensure the packaging can withstand the external temperatures in transit. These rigorous tests have proven that wool is a superior natural insulator, capable of regulating product temperature across a range of temperature profiles. A qualified combination of Woolcool® and icepacks create an internal climate within the box to ensure your products stay chilled.
This means that the temperature has been maintained. The job of an ice pack is to absorb heat – it takes part in an endothermic reaction which means that it will absorb heat energy from its surroundings. Once it has absorbed enough heat, it will begin to thaw – and even when fully thawed it will have helped maintain the right internal temperature for a long period of time. The surroundings of an endothermic reactions are colder as a result of the reaction.
What do I do if the ice pack has melted?
If the ice pack has melted, rest assured that the temperature has been maintained. The job of an ice pack is to absorb heat – it takes part in an endothermic reaction which means that it will absorb heat energy from its surroundings. Once it has absorbed enough heat, it will begin to thaw – and even when fully thawed it will have helped maintain the right internal temperature for a long period of time. This means the surroundings of an endothermic reactions are colder as a result of the reaction.