How to Track Your Order
Once your order ships, you'll receive tracking information so you can monitor its progress. This guide explains where to find your tracking number, when it becomes available, and what to expect as your package moves toward delivery.
When Tracking Becomes Available
Tracking information is generated after the pharmacy ships your order, not before.
Before that point, your order is being processed by the pharmacy—which includes compounding, packaging, and preparation. You will not have a tracking number during this phase.
For a full breakdown of processing and shipping times, see How the Process Works.
Where to Find Your Tracking Number
When your order ships, you will receive your tracking number through:
Email notification — sent to the email address on your account
Text message — sent to your phone number on file
Patient portal — available in your account under your order details
Support messages — if you ask, support can provide your tracking number directly
Tracking numbers are typically in UPS format (starting with "1Z") or another carrier format depending on which pharmacy fulfilled your order.
Why Tracking May Not Update Immediately
It's common to see a "Label Created" or "Shipment Ready" status for hours or even a day before movement appears.
This happens because:
The pharmacy creates the shipping label before handing the package to the carrier
The carrier must physically scan the package for the first time before tracking shows movement
Carrier delays in scanning or pickup can extend the time before updates appear
If you see "Label Created" and no movement yet, this is normal. The package is still with the pharmacy or awaiting carrier pickup—it has not been lost.
What Tracking Statuses Mean
Label Created / Shipment Ready — The shipping label has been generated, but the carrier has not received or scanned the package yet
In Transit / On the Way — The carrier has the package and it's moving toward your address
Out for Delivery — The package is on a delivery vehicle and will arrive today
Delivered — The package has been left at your shipping address or with an authorized recipient
If You're Not Receiving Carrier Notifications
Some customers notice they don't receive direct notifications from UPS or the carrier—even when tracking exists.
This is normal. Verge sends your tracking information directly via email, text, and your patient portal. The carrier may not send separate notifications unless you sign up for them directly on the carrier's website using your tracking number.
To get carrier notifications:
Copy your tracking number
Go to the carrier's website (e.g., UPS.com)
Enter your tracking number
Sign up for delivery alerts from that carrier
Expected Timeline
Most orders arrive within 7–10 business days from approval to delivery.
This includes:
Pharmacy processing time (compounding and packaging)
Shipping transit time
If you're approaching or past that window and have no tracking updates, contact support.
When to Contact Support
Reach out if:
You don't have a tracking number after 7 business days from approval
Your tracking shows no movement for 3+ business days
The package shows delivered but you haven't received it
You believe the package was lost or delivered to the wrong address
You can contact support via:
Email: [email protected]
The message bubble in your patient portal
Summary
Tracking is generated after the pharmacy ships your order
You'll receive it via email, text, or your patient portal
"Label Created" with no movement is normal—wait for the carrier scan
Most orders arrive within 7–10 business days
Contact support if tracking is missing or stuck for several days