What to Do If Your Order Is Lost or Delayed
Shipping delays happen. If your medication hasn't arrived within the expected timeframe, here's exactly what to do and how to avoid running out of treatment.
Expected Shipping Timeframe
Most orders arrive within 7–10 business days from approval to delivery. This includes pharmacy preparation, compounding, and shipping transit. For a full timeline breakdown, see How the Process Works.
When to Contact Support
Contact support if your order hasn't arrived after 10 business days from your approval date.
Before reaching out, check your order status in your patient portal—some shipments show tracking delays that are still actively in transit.
What counts as 10 business days: Business days exclude weekends and major holidays. Count from your approval confirmation date, not your checkout date.
If tracking shows your package is moving—even slowly—it's usually best to wait a bit longer. Carrier updates can lag behind actual movement.
What to Have Ready
When you contact support, include:
Order number — from your confirmation email or patient portal
Shipping address — confirm where the package was sent
Tracking number — if available in your account
Approval date — helps us calculate the full timeline
Last tracking update — what the carrier shows and when it last changed
What Happens Next
Our support team will investigate with the pharmacy and carrier, determine whether the package is delayed, misrouted, or truly lost, and coordinate a resolution. If your package is confirmed lost or significantly delayed, we may approve and expedite a replacement order. This is handled case-by-case.
How to Avoid Medication Gaps
Reorder approximately 20 days after your last order — roughly 2 weeks before you expect to run out. This accounts for provider review, pharmacy processing, shipping, and unexpected carrier delays.
How to Contact Support
Email: [email protected]
Patient portal: message us through your account