How Your Order Ships
Medications ship through trusted carriers (primarily FedEx) from our partner pharmacies. Once dispatched, you'll receive a tracking email. You can also monitor order status in your member portal: https://login.refills.com/treatments
Understanding Delivery Times
Most orders process and ship within approximately one week, though many move sooner. Occasional delays can occur due to transportation disruptions or carrier issues.
What to Do If Your Package Appears Lost or Misdelivered
If Your Package Shows Delivered but is Missing
Check common delivery spots — mailbox, porch, behind bushes, front office (for apartments), neighbors who may have accepted it
Contact the carrier (FedEx) and file a claim using your tracking number
Share the claim case number or screenshot with us so we can monitor the investigation
If the package cannot be recovered after the carrier's investigation, we'll process a reshipment
If Your Package Was Delivered to the Wrong Address
Review the delivery photo from the carrier — does it show your address?
Contact the carrier to inform them of the incorrect delivery
File a claim with the carrier
Share the FedEx case number with us
Once misdelivery is confirmed, we'll arrange a replacement shipment
If Your Package is Stolen
File a police report (recommended)
File a stolen package claim with FedEx
Share the case number or documentation with us
We'll process a replacement once the claim is filed and investigated
Medication Stability During Transit
Our thermal packaging and ice packs protect medication during shipping. Even if not ice-cold upon arrival, per our partner pharmacies' guidance, medication may remain stable up to 56 days at temperatures up to 86°F (29°C) and can tolerate higher temperatures briefly during transit.
Compounded products are not approved nor evaluated for safety, effectiveness, or quality by the FDA.
FAQs
→ How long does it take for my order to ship?
Most orders ship within about a week. You'll receive tracking once it ships.
→ What happens if FedEx delivers to the wrong address multiple times?
Contact us immediately. We'll work with FedEx to investigate and ensure future deliveries are accurate.
→ Can I track my order?
Yes. You'll receive a tracking number by email once your order ships. You can also track in your Refills member portal.
→ What if my package is marked delivered, but I never received it, and FedEx closed their investigation?
Contact us directly. We'll review the situation and determine next steps, which may include reshipping.
→ What if my package was delivered to a communal area in my apartment building and is now missing?
File a stolen package claim with FedEx, share the case number with us, and we'll assist with a replacement if necessary.