After your prescription is approved, your order goes to our pharmacy partner, who prepares your medication (24–72 hours). It's then packed and handed to a courier for delivery.
These timelines run back-to-back, starting from doctor approval. Your total wait is the pharmacy preparation time plus the courier delivery time.
For example, an NCR order could arrive in as little as 2 days but may take up to about 5 days, while a provincial order may take up to roughly 9 days from approval, depending on preparation and courier schedules.
If your order hasn't shipped yet, here are the most common reasons:
Your consultation isn't complete
Your medication can only be prepared after your doctor approves your prescription. If you haven't completed your consultation yet, your order will remain on hold.
Check your account page to see if you have a pending consultation, and complete it to release your order.
You haven't confirmed your shipment (2nd month onwards)
Starting from your second month, your medication is ready to go, we just need you to confirm when you'd like to receive it. After you're rebilled on your renewal date, log into your account to confirm your shipment and choose your delivery date. Once you confirm, your order is dispatched.
Your payment didn't go through
If your payment failed on your renewal date, your shipment won't be processed. Log into your account to update your payment method and complete the payment. Nothing ships until your payment is successful.
You're a returning customer with a booked consultation
If you're a returning customer and you've booked a follow-up consultation, your order is held until after the consultation is complete. This ensures your doctor can review your progress and make any necessary adjustments before your next shipment.
If you'd like your order released before your consultation, contact us at [email protected] and we can arrange early dispatch.
Other reasons for delays
We need additional information from you (check your email for any messages from our team). Your shipping address needs verification. You requested a specific dispatch date.
How to check your order status
Log into your account at andyou.ph to view your order status. You'll receive an email with tracking information once your order has been dispatched.
Need help?
If your order has been pending for more than 2 business days after your consultation was completed and your shipment confirmed, contact us at [email protected] with your order number and we'll look into it.