We're sorry your pen isn't working as it should. For branded medications like Ozempic, Mounjaro, or Zepbound, defective-pen replacements are handled directly by the manufacturer — and our pharmacy team will walk you through it.
What to do
Contact our support team and describe the issue. One of our pharmacy team members will reach out to help and provide the manufacturer's contact information so you can report the defective pen and arrange a replacement.
Why the manufacturer?
For branded pens, the manufacturer runs the replacement process for defective devices. Our team makes sure you have the right contact details and supports you through it so you're not left without your dose.
What about generic semaglutide pens?
If your issue is with a generic semaglutide pen, see our article “My pen or needle is defective, or my medication leaked” — our pharmacy team handles those replacements directly.
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.