Shipping & Returns

Prescription fulfillment timing

Prescription medications are dispensed by licensed US pharmacies and shipped directly to you. Fulfillment begins only after a licensed clinician reviews your intake and approves your prescription. Most approved orders ship within 3 to 7 business days after approval. Timing can vary with pharmacy workload, the type of medication, and carrier delays.

Tracking

When your order leaves the pharmacy, we email tracking information to the address you provided at checkout. You can also follow order status in your member portal.

Address changes

Please check your shipping address carefully at checkout. If you need to change it, contact us as soon as possible. Once the pharmacy has begun processing your prescription, we may not be able to change the address, and some medications cannot be redirected.

Damaged or incorrect shipments

If your order arrives damaged, incomplete, or incorrect, contact us within 72 hours of delivery with your order number and, if possible, photos. We will work with the dispensing pharmacy to resolve the issue. Please do not use a medication that appears damaged, tampered with, or different from what was prescribed.

Returns

Under federal and state pharmacy rules, prescription medications generally cannot be returned once they have been dispensed, for safety reasons. This does not limit our help with damaged or incorrect shipments described above.

Refunds

Payment is collected at checkout. If the reviewing clinician does not approve your prescription, you are refunded in full for that order. Medication costs are not refundable once dispensed, except where we resolve a damaged or incorrect shipment.

Approved refunds are returned to the original payment method. Depending on your bank or card issuer, refunds typically appear within 5 to 10 business days after they are issued.

For lab panels and supplements, contact us about any issue with your order and we will review it with you.

Medical questions and emergencies

Shipping and billing support cannot provide medical advice. For questions about your medication, use your member portal to reach your care team. If you think you are having a medical emergency, call 911 or go to the nearest emergency room.