Shipping & returns

How your order ships

Once a clinician issues a prescription, it is sent to one of our partner pharmacies, which fills and ships it directly to the address on your account. Shipping within the United States is free and included in your plan price. We do not ship internationally, and we cannot ship to a state where the treatment is not available.

Orders are shipped in plain, discreet packaging, with no indication of the contents on the outside. You will receive tracking information by email when your order leaves the pharmacy.

Timing

Your order is not dispatched until a clinician has completed their review, so the total time depends on that review, on the pharmacy's fulfilment, and on your carrier's delivery schedule. We will keep you updated by email at each stage. Refill orders for an active subscription are prepared ahead of your renewal date so that your treatment is continuous.

Address changes

Update your shipping address in your account before your next renewal. Once an order has been released to the pharmacy the address cannot be changed, and once it has shipped it cannot be redirected.

Returns

Prescription medications cannot be returned, exchanged or resold. Federal and state pharmacy law prohibits a pharmacy from accepting the return of a dispensed prescription medication and returning it to stock, even if the package is unopened. This is a safety rule rather than a commercial one — a returned medication cannot be verified as having been stored correctly.

Please do not send medication back to us. To dispose of unused medication safely, use a drug take-back location. The FDA explains the options at fda.gov.

If something is wrong with your order

Contact us as soon as possible if your order arrives damaged, is incorrect, is incomplete, or does not arrive at all. Where an error was made in filling or shipping your order, we will arrange a replacement or a refund at no cost to you. Report a suspected problem with the medication itself to us and to your clinician right away.

Cancellations and refunds

• The online medical assessment is free. If a clinician does not issue a prescription, you are not charged for medication.
• You can cancel a subscription at any time from your account. Cancelling stops future renewals.
• If you cancel before your renewal order has been sent to the pharmacy, you are not charged for that cycle.
• Once an order has been sent to the pharmacy for fulfilment it cannot be cancelled, because the medication has been dispensed to you personally and cannot be returned to stock.

Contact

For anything to do with an order, reach us through our contact page.