Shipping, Refunds & Cancellations

Order processing

Orders ship only after a licensed provider approves your case and the pharmacy fills the prescription. Compounded preparations are made to order, so allow 2–5 business days for pharmacy processing before shipment.

Cold-chain delivery

Temperature-sensitive therapies ship in insulated packaging with ice packs via expedited carrier, in discreet unbranded outer packaging. Refrigerate promptly on arrival per the instructions included with your medication. If your package arrives warm, damaged, or delayed, contact our care team within 24 hours of delivery so we can arrange a replacement where appropriate.

Returns on prescription medication

For patient safety and by federal and state law, dispensed prescription medications cannot be returned, resold, or restocked once they leave the pharmacy. Prescription orders are therefore final sale except where a shipment is lost, damaged in transit, or dispensed in error.

Refunds and cancellations

• If a provider determines therapy is not clinically appropriate, you are not charged for medication; any medication payment already collected is refunded in full.
• You may cancel an order for a full refund any time before the pharmacy begins compounding. Once compounding begins, the order cannot be canceled.
• Consultation and evaluation fees, where charged, are non-refundable once a provider has reviewed your case.
• Approved refunds are issued to the original payment method and typically post within 5–10 business days.
• Devices and non-prescription items may be returned unopened and unused within 14 days of delivery; return shipping is the customer's responsibility.

Payment options

We offer Klarna, Afterpay, Zip, and HSA/FSA as payment options at checkout. Orders paid through an installment provider remain subject to that provider's own terms. Refunds, where applicable, are issued to the original payment method.

Approved pricing window

After approval, quoted pricing is held for 24 hours. Orders not paid within that window may be canceled and require re-quoting at current pricing.

Service area

We ship only within the United States, to states where our providers are licensed. We cannot ship to PO boxes for temperature-sensitive medications, and we do not ship internationally.