If your package is lost, never arrived, or your medication arrived damaged, let us know as soon as possible so we can help.
What to do
Check your tracking first to confirm the current status.
Contact our support team with your order number and a short description of the issue.
If the medication arrived damaged, keep it and, if you can, include a photo.
Is there a deadline to report it?
There's no formal reporting deadline — but please reach out as soon as you notice the problem. With temperature-sensitive medication especially, contacting us quickly gives us the best chance to resolve it for you.
What happens next
Our pharmacy team will review what happened — including the delivery and any cold-chain considerations — and work with you on the right resolution, whether that's following up with the courier or arranging a replacement.
No content in our Help Center should ever be used as a substitute for direct medical advice from your practitioner or another qualified clinician.