Let's work out what you're looking at.
Some things look alarming but are completely expected. Others need us. Here's how to tell.
Things that are usually fine
Your vial looks partly empty.
Each vial is filled to match your prescribed dose, not to the top of the container. A vial that looks under-filled almost always contains exactly what your prescription calls for.
Your medication has a tint to it.
Your provider may have recommended adding vitamin B12 (cynocobalamin) to your medication which will give the fluid a reddish tint. This is completely normal. B12 can be prescribed to help support healthy metabolism and energy during treatment.
A small bubble in the vial. Common and generally not a problem.
Things to check with us before you use it
Don't inject and then ask. Message us first. We'd much rather answer a question than have you use something you're unsure about.
The liquid looks cloudy, or has particles or flakes floating in it
The color looks different from your last vial
The vial is cracked, leaking, or the seal cap is broken
The label doesn't have your name on it, or the dose isn't what you expected
The dose on the label doesn't match what your provider told you
The syringe markings don't line up with your instructions
That last one is the most important line on this page. If you're not confident you can draw the right amount, stop and message us. Measuring the wrong dose is the most serious mistake that happens with vial-and-syringe medication. Asking takes a few minutes and the process is easier than you think once you get the hang of it.
If your package arrived warm
Your medication ships 2-day air in insulated packaging with cold packs.If your package arrived warm, if the cold packs are fully melted and there was short-term temperature exposure, it’s typically safe.If it sat outside or in a hot vehicle for an extended period of time, don't use it — message us first. Tell us how long it was out and what it felt like. We'll check with the pharmacy and sort out a replacement where it's needed.
If something is missing
Message us with your order number and what's missing.
Check the packaging carefully first. Smaller items like alcohol swabs and syringes sometimes sit under the insulation.
If your plan includes more than one shipment in a billing period, check your plan under My plans. Your remaining shipments are listed there, so what looks like a missing item may simply be a later delivery.
If your package is damaged
Take a photo before you unpack anything further, then message us. The photo helps us sort it out with the carrier and the pharmacy quickly.
Don't use medication from a package that's been crushed, soaked, or opened in transit.
How to reach us
Message us with your order number, what's wrong, and a photo if you have one. That's usually enough for us to resolve it in a single reply.
If you're going to run out of medication while we fix it, say so. Your provider may want to weigh in.
One thing worth saying
You're never being difficult by asking. If something about your medication doesn't look right, that's exactly when we want to hear from you.