I Ordered the Wrong Medication
If you placed an order for the wrong medication or the wrong dose, act quickly. Once a prescription has been approved and sent to the pharmacy, it is very difficult or impossible to change. Here's what to do.
Contact Support Immediately
As soon as you realize the error, contact customer support:
Email: [email protected]
Chat bubble on the website
Include your order number and a description of what went wrong. The earlier you reach out, the more likely it is that the order can be intercepted before pharmacy processing begins.
What Happens Next Depends on Order Stage
Before Provider Approval
If your provider has not yet approved the order, there may be a chance to cancel or modify it. Contact support immediately—provider reviews happen within a few business days, so time is limited.
After Provider Approval
Once a provider has approved your prescription, the order is typically in processing. Cancellations at this stage may not be possible and may incur a fee up to $50 to cover provider time and administrative costs.
After Pharmacy Processing
Once compounding has begun, cancellation is rarely possible. Compounded medications are made specifically for you and cannot be returned or resold. In most cases, you will need to wait for that order to arrive and then place a corrected order separately.
How to Avoid This
Double-check the medication name and dose before completing checkout
If you want to change your dose, contact the clinical team before placing your next order—not after
Review your cart carefully before submitting payment
If You Receive the Wrong Medication
If you receive a medication that does not match your prescription—wrong medication name, wrong dose, or wrong formulation—contact support immediately. Do not use the medication until the issue is resolved. Provide photos of the label and packaging to help expedite the investigation.