Legal

Shipping Policy

Effective date: August 13, 2026  ยท  Last updated: August 13, 2026

Contents

  1. Processing time
  2. Shipping methods and carriers
  3. Temperature-sensitive preparations
  4. Tracking and notifications
  5. Signature requirements
  6. Delays outside our control
  7. Lost, stolen, or undeliverable packages
  8. Changes to an order
  9. Payment methods
  10. Shipping charges
  11. How to contact us

1. Processing time

Every prescription passes through pharmacist review before it is compounded. Standard processing takes up to 2 business days, a 48 hour turnaround, from the point at which we have a complete, verified prescription. Some preparations require longer because of the compounding method, required testing, or ingredient sourcing.

Processing time is separate from shipping time. The transit estimates in Section 2 begin when the package leaves our pharmacy, not when you place the order.

Orders are processed on business days. Orders received after our daily cut-off, on weekends, or on holidays begin processing the next business day.

2. Shipping methods and carriers

We ship via UPS and FedEx. The carrier and service level are selected based on the destination and on the stability requirements of the preparation. Temperature-sensitive orders are always sent by an expedited service.

  • Standard: 1 to 2 business days in transit
  • Expedited: next business day, delivered before 10:30 AM where the carrier offers it

We do not ship on weekends or holidays, and we hold refrigerated orders rather than let them sit in a carrier facility over a weekend.

We ship within the United States only. We do not ship internationally, and we do not ship to freight forwarders.

3. Temperature-sensitive preparations

Refrigerated preparations ship in insulated packaging with a coolant designed to maintain temperature for the expected transit time. Please refrigerate them promptly on arrival. If a refrigerated package arrives warm, if the coolant is fully melted and the contents are at room temperature, or if delivery was significantly delayed, do not use the medication. Contact us immediately and we will arrange a replacement.

We schedule refrigerated shipments so that they are not in transit over a weekend or holiday. If your delivery address will be unattended, tell us before the order ships so we can hold it or reroute it.

4. Tracking and notifications

When your order has been fulfilled, we send a notification email to your registered email address that includes a tracking number. Tracking information may take up to 24 hours to become active on the carrier's system.

Please check that the email address on your account is correct, and check your spam folder if you have not received a notification you expected.

5. Signature requirements

Some shipments require an adult signature on delivery. This always applies to controlled substances and may apply to high-value or temperature-sensitive preparations.

If no one is available, the carrier will attempt redelivery according to its own policy. Packages that go unclaimed are returned to us, and Section 7 applies.

6. Delays outside our control

Once a package is handed to the carrier, delivery timing is in their hands. We are not responsible for delays caused by weather, natural disasters, carrier disruptions, customs or regulatory holds, incorrect addresses supplied at checkout, or other circumstances beyond our control.

We will always help you trace a delayed shipment, and where a delay has compromised a temperature-sensitive preparation we will replace it under our Return & Refund Policy.

7. Lost, stolen, or undeliverable packages

If tracking shows delivered but you have not received your package, check with members of your household and neighbors, then contact us within 7 days so we can open a carrier trace.

Packages returned to us as undeliverable because of an incorrect or incomplete address, or because delivery was refused or went unclaimed, may be subject to a reshipment charge. Any medication returned to us in this way cannot be re-dispensed and must be destroyed, in line with Section 2 of our Return & Refund Policy.

8. Changes to an order

If you need to make changes to an order, including a change of shipping address, contact our team within 24 hours of placing the order and before it enters compounding. We cannot redirect a package once it has shipped.

A change to the medication itself, its strength, or its quantity requires a new prescription from your prescriber.

9. Payment methods

We accept credit and debit cards (Visa, Mastercard, Discover, and American Express). Payment is captured before an order ships. Where a prescription is billed to insurance, any patient responsibility is collected before dispensing.

10. Shipping charges

Shipping charges are calculated at checkout based on destination and service level, and are shown before you confirm the order. Insulated packaging and expedited service carry a higher charge, which reflects what it costs to get the preparation to you intact.

Shipping charges are non-refundable except where an order was damaged, incorrect, or defective.

11. How to contact us

Questions about an order, a delivery, or an address change: