Canceling an Order
Pending Orders — If not yet sent to fulfillment, we can typically cancel immediately. Contact us as soon as possible.
Orders in Fulfillment — Once sent to our pharmacy or courier, the order cannot be canceled. The process is automated to ensure timely delivery.
How to Request — Reach out through your patient portal or by replying to your order confirmation email. Include your order number.
Updating Your Shipping Information
Before Fulfillment — Update your shipping address in your patient portal: 'Manage Account' > 'Billing and Shipping'.
After Fulfillment — The shipping address cannot be updated on our end. You may be able to contact the carrier (e.g., FedEx) directly with your tracking number to explore rerouting options.
Understanding Shipments and Delays
Tracking Your Order — You'll receive a tracking ID by email once your order is prepared. Tracking becomes active once the carrier picks up your package.
Addressing Delays — Monitor tracking information. If you have upcoming travel, contact us immediately so we can explore rerouting options.
Refunds and Returns
Canceled Orders — If canceled before fulfillment, pending authorization charges will be dropped by your bank within a few business days.
Orders in Fulfillment — Generally unable to cancel or issue a refund once fulfillment has begun.
Refused Deliveries — We cannot accept returns or refused deliveries for medications due to safety and regulatory requirements.
Partial Refunds — In some situations (e.g., financial hardship when an order has already processed), we may offer a partial refund. Discuss your situation with support.
Disputed Charges — If you believe there has been a fraudulent charge, contact your bank and reach out to our support team.
FAQs
→ What is a pre-authorization charge?
A temporary hold placed on your card to verify your payment method. It is not an actual charge and will be released or reversed by your bank within a few business days.
→ Can I pause or cancel my subscription?
Yes. Manage your subscription — including pausing, canceling, or turning off auto-renew — directly through your patient portal at any time.
→ What if my medication is delayed and I can't receive it?
If the order has already entered fulfillment, we cannot cancel or refund that shipment. However, we can cancel all future orders. Contact support to discuss options.