Your medication is on its way! Here’s what to expect when your package arrives — what’s inside, how to store it safely, and how to track your order every step of the way.

🧪 Your personalized medication vial

💉 Sterile syringes (single-use)

🧼 Alcohol swabs for cleaning the vial and injection site

📄 Instructions sheet with dosing and storage information

❄️ Insulated packaging with a cold pack to keep everything safe in transit

Here’s a quick checklist to make sure everything looks right & stays safe.

1. Storing your medication

Your package may feel warm or the ice pack might be melted - that’s totally fine.

The pharmacy ships with insulated packaging, and short-term room temperature exposure is expected and safe. The medication stays fully potent up to three weeks (21 days) at 89.6°F. It’s also completely normal for the ice pack to be melted by the time it arrives.

2. Check your vial

Take a quick look before storing it. The vial should:

3. Store it properly

Place your vial in the fridge (36–46°F or 2–8°C) as soon as possible. Do not freeze. Keep it cold to maintain stability.

Pink Tint: You may notice a pink tint in your vial — this is completely normal. The color comes from the added vitamin B12 (cyanocobalamin), which has a naturally bright pink pigment. B12 is included as a stabilizing nutrient and to help support healthy metabolism during treatment. The pink hue doesn’t indicate contamination or any change in potency or safety.

Warm on Arrival: Don’t worry if your package feels warm when you bring it inside — the pharmacy ships with insulated packaging, and temperature changes during transit are expected. The medication has been tested to remain stable through elevated temperatures, including temperatures over 100°F and can tolerate extended time in warmer conditions during transit. It's also completely normal for the ice pack to be melted by the time it arrives.

When your medication arrives:

Underfilled look: You might notice that your vial looks partially filled — that’s expected. Each vial is measured precisely to match your prescribed dose and treatment plan. The amount may appear lower than the full volume of the container, but it contains exactly what your prescription requires.

You can update your shipping address in your Patient Portal. Here’s how:

We deliver via UPS 2-Day Air. You'll receive a tracking link by email as soon as your order ships, and you can follow your package in real time on the UPS website.

Alternatively, you can also track your package from the Patient Portal.

If you do not receive your package despite delivery confirmation or you receive a damaged package, please notify us within 24 hours. Supporting documentation may be requested.

If theft is suspected, a police report may be requested to evaluate eligibility for a replacement shipment.

You can read our full shipping policy here.

Need to cancel your order? No worries, sometimes things don’t go exactly as planned. Here’s what to expect depending on where it is in the process.

If your order has not entered pharmacy processing yet → We may be able to cancel it for you.

If your order is already in pharmacy processing or a shipping label has been created → Unfortunately, the order can no longer be canceled or refunded.

If it’s already been shipped → Unfortunately, we’re not able to cancel or recall the package. Since these are prescription medications, our refund policy applies (we aren’t able to accept returns once shipped).