If the ice pack in your package has melted when you receive it, there is no need to worry.
Medications are packaged in insulated materials with ice packs to protect them from direct sunlight and extreme heat during transit. This ensures that the medication remains within safe temperature limits.
Your medication is safe
The medication is shelf-stable and remains effective even if it has warmed during transit. It can tolerate temperatures up to 35°C for 4 days and up to 25°C for 15 days without impacting its efficacy.
What to do when you receive your package
Inspect the medication. Check that the liquid is clear and colorless.
Inspect the shipment. Check the condition of the packaging and ensure the medication is not exposed to direct sunlight.
Refrigerate immediately. Store your medication in the refrigerator (2-8°C) as soon as you receive it. Do not freeze the medication.
Allow stabilization. Refrigerate the medication for at least 2 hours before storage or use to allow it to stabilize.
Do NOT use your medication if
The liquid appears cloudy, discolored, or has particles
The vial is cracked or damaged
The medication was frozen (ice crystals visible)
When to contact us
If you notice any of the issues above, please message us through your account or email [email protected]. Include:
Photo of the medication
Description of what you observed
We'll assess whether a replacement is needed.
Your safety is our priority. When in doubt, contact us before using your medication.