Understanding Charges and Authorizations
When you begin with Refills, a pre-authorization charge may appear on your account. This is a temporary hold to verify your payment method. The actual charge is processed once your prescription is approved and sent for fulfillment.
If you start the online form but don't complete it, you should not be charged. If you believe you were charged without authorization, contact us immediately.
Handling Unexpected or Duplicate Charges
Unauthorized Charges — We'll review your account to understand how it occurred. If an error is identified on our part, we'll process a refund.
Duplicate Charges — We'll identify the erroneous charge and issue a refund. Allow 3–5 business days for the refund to reflect depending on your bank.
Canceling Orders and Subscriptions
Before Fulfillment — We can typically cancel and issue a refund.
After Fulfillment Begins — Once an order has been approved by a doctor and sent for preparation and dispatch, it cannot be canceled, changed, or placed on hold.
Subscription Pauses — Pausing prevents future renewals but does not stop an order already in the fulfillment queue before the pause took effect. Contact us if you believe you were charged after pausing.
Refunds and Dispute Resolution
Refund Processing Time — Allow 3–5 business days after approval.
Bank Disputes — If you've initiated a dispute with your bank, we'll cooperate fully. Note that once a dispute is filed, we're typically unable to issue a direct refund — the bank handles the process.
Using Your FSA Card
Yes, you can use your FSA (Flexible Spending Account) card for eligible purchases with Refills.
FAQs
→ What happens if I receive an order after I've canceled my subscription?
Refuse the delivery when it arrives. This ensures the package is returned and prevents further charges.
→ I was charged for an order I didn't complete the signup for. What should I do?
Contact us immediately. We'll review your account and assist with a refund if necessary.
→ My payment is not processing on the website. What should I do?
Try clearing your browser's cache and cookies or using a different browser. If the problem persists, contact support — we can assist with processing your payment manually.
→ I received a text message about a payment but don't recognize it.
Contact us immediately with the full name on the account. We'll investigate and advise you to contact your bank to report any potentially fraudulent activity.