Let's get this sorted.
Most missing packages turn up quickly, and the ones that don't, we'll take care of. Here's what to do.
First, check where it actually is
Open Order history in your portal and select your order. The status tells you a lot:
Still preparing or sent to pharmacy? It hasn't shipped yet. Delivery normally takes 3 to 5 business days once it leaves the pharmacy, and about 4 to 7 business days from prescription approval.
Shipped or in transit? Your tracking link will show where it is. Carriers sometimes scan a package late, so a status that hasn't moved for a day usually isn't a problem.
Marked delivered? Skip to the next section.
If tracking says delivered but you don't have it
This is the most common situation, and it usually resolves within a day.
Check your usual spots — porch, side door, mailbox, garage, behind planters
Ask anyone else at your address, including neighbors
Check with your building's front desk, mailroom, or leasing office
Look at the shipping address to make sure it's the one you expected
Check the shipment status on the carrier site using the tracking number provided in your portal
Give it 24 hours. Carriers sometimes mark a package delivered slightly before it arrives
If it still hasn't appeared after a day, message us. Don't wait longer than that.
When to contact us right away
Don't wait it out if:
It's been more than 24 hours since tracking said delivered
Tracking hasn't updated in more than 2 business days
Tracking shows the package as lost, damaged, or returned to sender
It's been 14 days since you placed your order and nothing has shipped
That last one matters. If your medication hasn't shipped within 14 days of your order, you can request a refund regardless of where your medical review has reached. Just ask us.
What we'll do
Message us with your order number and what tracking shows.
We'll investigate with the carrier and the pharmacy to work out what happened. Where appropriate, we'll arrange a replacement shipment. We'll keep you updated while we're working on it, you won't have to chase us.
Important: if your package turns up later
Your medication ships temperature-controlled for a reason. If a package was delayed, left outside, or sitting somewhere warm, it may not be safe to use even if it arrives.
Don't use it until you've checked with us. Message us and describe what happened and what the cold packs look like.
If you're going to run out of medication
Tell us when you message. If a delay means you'll miss a dose, that's worth knowing, your provider may want to weigh in.
Don't take a double dose to catch up.
Preventing it next time
Keep your address updated before your next billing date.
Include your apartment, unit, or suite number — missing unit numbers are the single most common cause of failed deliveries
Sign up for carrier notifications from your tracking link so you know the day it's arriving
Traveling around your delivery date? Update your address or next shipping date in advance. (We can't ship to PO boxes.)
We're here
If you're worried, message us. You don't need to wait until you're certain it's lost.