We're sorry if your delivery is running late — we know how important it is to receive your medication on time. Here's what to do and what we'll do to help.
Common reasons for a delay
Most delays come from the courier: a missed delivery attempt, a package held at a local depot, or a “receiver unavailable” status. These are usually resolved with a redelivery.
First, check your tracking
Check your tracking number first — it updates live from the courier and shows the same delivery information our team sees, so it's the fastest way to know where your package is right now. (See: “Tracking your delivery.”)
When to contact us
If your tracking shows a problem — a failed delivery, a package stuck in transit, a delay affecting your cold-chain medication — or if your delivery date has clearly passed, contact our support team with your order number. We'll flag your shipment with our pharmacy team, who follow up directly with the courier to arrange redelivery and confirm a revised delivery date. If the courier left a notice or attempted contact, responding to them can also speed up redelivery.
When your package arrives
Refrigerate your medication right away once it arrives. If you have any concerns about the condition of your medication after a delay, don't use it yet — contact us, and our pharmacy team will review it with you before you proceed. (See: “My medication arrived warm.”)
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.