If your order hasn't shipped yet, here are the most common reasons and what you can do.
Expected processing time
Orders typically ship within 1-2 business days after your prescription is approved. Processing may take longer if additional steps are needed.
Common reasons for delays
New Patients - Consultation not yet completed
Your order won't ship until you've completed your consultation and your doctor has approved your prescription. Check your email for consultation scheduling details, or login to your account page to book a consultation.
Existing Patients - You booked a consultation before your order ships
If you're a returning customer and you booked a consultation around the same time as your order, your order will be held until your consultation is complete. This is intentional, it allows your doctor to make any adjustments to your prescription before we prepare your medication. Once your consultation is done, your order will be processed right away.
If you'd like your order shipped immediately without waiting for the consultation, contact us at [email protected] and we can release it for processing.
Additional information needed
Your doctor may need more information before approving your treatment. Check your email for any requests from our medical team.
Payment Issues
If your payment failed or is pending, your order won't process. Check your email for payment notifications or verify your payment method in your account.
Address verification
If there's an issue with your shipping address, we may need to confirm details before shipping. Make sure your address is complete and includes contact information for the courier.
Still have questions?
Reach out to us at [email protected] and include your order number. We'll look into it and get back to you right away.