Why Delays Happen
Occasionally, orders take longer than our standard processing window. This can be caused by higher-than-expected order volume, additional pharmacy safety checks, carrier disruptions, or inventory confirmations. When a delay occurs, your order remains active and in our fulfillment queue — it has not been lost or canceled.
Understanding the Full Order Timeline
It helps to understand all the steps involved before your medication arrives:
Intake submitted — You complete the online health questionnaire and payment
Clinician review — A licensed provider reviews your information. This typically takes a few hours, up to 1–2 business days during high-volume periods
Pharmacy processing — Once approved, your prescription is sent to our partner pharmacy (PerfectRX or ProRX) for preparation. This takes 48–72 business hours
Shipping & transit — Once dispatched via FedEx, delivery is typically 2–4 business days
Total typical time: approximately 6–8 business days from intake to delivery
Note: Weekends and holidays do not count as business days.
Is My Order Still Active?
Yes. If you received an order confirmation, your order is active and in progress. A delay does not mean your order has been canceled or that anything is wrong with your prescription. You do not need to take any action — your order will ship as soon as it clears the current processing queue.
Will My Medication Quality Be Affected?
No. Delays are processing and logistics related — they do not indicate an issue with your order. Our partner pharmacies follow their standard preparation and dispensing protocols. Your medication is prepared per the pharmacy's standard procedures and ships with insulated packaging and ice packs.
Can I Cancel During a Delay?
Once your prescription has been approved by a clinician and transmitted to our pharmacy, the order cannot be canceled, changed, or placed on hold. If you have urgent concerns, contact us immediately at support@refills.com with "URGENT" in the subject line.
If your order has not yet been approved and transmitted to the pharmacy, cancellation may still be possible. Contact us as soon as possible.
I Need My Medication Urgently
If this is a medical emergency, call 911 or go to your nearest emergency room. Refills cannot provide emergency care.
For urgent but non-emergency situations — such as running out of medication — email support@refills.com with "URGENT" in the subject line. Our team will review your order and determine whether expedited processing is possible.
For clinical questions related to a dosing gap, message your provider directly through your Member Portal using the '@Doctor' function.
How Will I Know When My Order Ships?
You will receive an automatic tracking email from us once your order has shipped. You can also check your live order status anytime in your Member Portal at https://login.refills.com — click "Orders" in the left navigation menu.
If tracking information has not updated within 24–48 hours of receiving your shipping confirmation, this is normal. If there is still no movement after that window, contact support.
Compounded products are not approved nor evaluated for safety, effectiveness, or quality by the FDA.
FAQs
→ My order is past the expected timeframe. What should I do?
Contact our support team through your Member Portal or at support@refills.com. Have your order number ready and we'll provide a status update.
→ Do I need to resubmit my order?
No. Do not place a duplicate order. Your existing order is active and in the queue. Placing a second order will result in a duplicate charge.
→ Will I be charged again during a delay?
No. You are only charged once per order. Delays do not trigger additional charges. Your next subscription renewal will process on its normal schedule after your current order ships.
→ Can I get a refund because of a delay?
Once a prescription has been transmitted to the pharmacy, we are unable to issue a refund. If the delay is causing a genuine hardship, contact our support team and we'll do our best to find a resolution.
→ Why wasn't I notified sooner about the delay?
We notify customers as soon as we identify a delay affecting their order. If you haven't received communication and your order is past the expected window, please reach out and we will provide an immediate update.
→ Can I change my shipping address while my order is delayed?
Once an order has been transmitted to the pharmacy, the shipping address cannot be changed. Contact us as soon as possible if you have an address concern before that point.
→ What if I'm almost out of medication?
Email support@refills.com with "URGENT" in the subject line. For any clinical concerns about a gap in dosing, message your provider directly through the portal using '@Doctor'.