Understanding Your Order Status
Your patient portal shows a status for every order. Understanding what each status means helps you know whether something needs your attention or whether your order is simply moving through the normal process.
Order Status Definitions
Pending / Under Review
Your order has been submitted and a licensed provider is reviewing your medical questionnaire. During this phase:
A pending authorization hold is on your payment method (you have not been charged yet)
No action is required from you unless the clinical team reaches out
Provider review is asynchronous—no live appointment is needed
Action Required
Something is needed from you before your order can move forward. This most commonly means:
A required intake form is incomplete
The clinical team has sent you a message requesting documentation or a response
Your provider needs additional information before approving your prescription
Check your message center immediately. Inactive orders may be closed after approximately one week if there is no response.
Approved
Your provider has approved your treatment. At this point:
Your payment has been captured (the hold is now a real charge)
Your prescription has been transmitted to the pharmacy
Sent to Pharmacy / In Process
Your prescription has been received by the pharmacy and is being prepared. Because compounded medications are made to order, this step includes:
Pharmacy review of your prescription
Compounding and preparation
Packaging for shipment
Orders in this status are actively being worked on. This step typically takes several business days.
Shipped
Your medication has left the pharmacy. You should receive tracking information via email or text. Most orders arrive within 7–10 business days from approval to delivery.
Delivered
Your order has been delivered to the shipping address on file.
Cancelled
Your order was cancelled. This may happen if required documentation was not submitted in time, if you requested cancellation, or if there was an issue with the order. Contact support if you did not initiate the cancellation.
Statuses That Require Action
Status | Action Needed? | What to Do |
|---|---|---|
Pending / Under Review | Usually no | Wait for provider review to complete |
Action Required | Yes | Check your message center and respond |
Approved | No | Your order is processing |
Sent to Pharmacy | No | Pharmacy is preparing your medication |
Shipped | No | Check your email or text for tracking |
Delivered | No | Your order has arrived |
Cancelled | Maybe | Contact support if unexpected |
Portal status labels may not always update instantly. If your order is showing an older status but you've received tracking or delivery confirmation, the portal may simply be lagging behind.
If Your Status Seems Stuck
If your order has been in the same status for more than 5 business days without movement, contact support with your order number and approval date. The team can investigate the status with the pharmacy or clinical team on your behalf.