Your medication is shipped in packaging chosen to keep it within the right temperature range based on the medication, the shipping distance, and the weather forecast. Depending on those factors, this may be a regular mailer, an insulated mailer, or full cold-chain packaging with cooling materials. Temperature-sensitive medications we ship include Ozempic, generic semaglutide, Wegovy, Mounjaro, and Zepbound.
Seeing small air bubbles in the pen is normal. They won't affect your dose or cause any concern, since the medication is injected just under the skin rather than into a vein.
Ozempic, generic semaglutide, and Wegovy (semaglutide)
Once dispensed by our pharmacy, these semaglutide products do not require refrigeration and remain stable between 2°C and 30°C. While they're kept refrigerated at the pharmacy, they're intended to stay within the 2–30°C range in transit, so they are not meant to arrive chilled or cold to the touch.
Each pen has a viewing window. Wipe the window and make sure it's free of any external condensation. If the liquid inside is clear and colourless (like water), the medication should be ready to use. For pen instructions, see: generic semaglutide (instructions), Ozempic (instructions), or Wegovy (instructions).
Mounjaro and Zepbound (tirzepatide)
Mounjaro and Zepbound are shipped in temperature-controlled packaging that keeps the medication between 2°C and 8°C in transit, and should be refrigerated on arrival. As long as the liquid is colourless to slightly yellow, the medication should be stable and ready for use per the manufacturer's guidelines. For pen instructions, see: Mounjaro (instructions) or Zepbound (instructions).
What if the liquid looks off, or I'm not sure it's safe?
If the liquid is discoloured, cloudy, or contains particles — or you arrived home to a delayed or warm package and aren't sure it's safe — don't use it yet. Refrigerate it and contact our support team, and our pharmacy team will review it with you before you proceed. (See also: “How do I store my medication, and what if it arrived warm?”)
Shipping may occasionally be delayed in anticipation of, or because of, inclement weather, to protect your medication in transit.
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.