My package arrived and there are items missing or damaged. What do I do?

For orders with both prescription-grade and non-prescription-grade products:

Please note that if you ordered both prescription-grade products and non-prescription grade products, they will arrive separately. Please check your tracking information to make sure that any outstanding items are not still in transit.

For missing prescription-grade products:

If you have received a package with missing items, we understand your concern and apologize for any inconvenience caused. It is essential to follow a specific process to resolve the issue promptly. Here are the steps you should take:

Double-check your surroundings: Please carefully inspect your surroundings and the package itself to ensure that no items are overlooked or misplaced. Sometimes, items may be tucked away or hidden within the packaging materials or inadvertently discarded.

Document the incident: As part of our protocol, it is crucial that you document the entire situation. We recommend taking a full video of the package opening process, including the outer packaging and inner components. We work closely with pharmaceutical partners who have strict guidelines in place to prevent any mistakes. They may request evidence of the incident, such as video footage or photographs, to support the investigation process.

Contact customer support: Email with the relevant documentation. We will begin our resolution process.

Once you have documented the incident, we will initiate our investigation. This investigation may involve a review of the work stations where employees handle packages. Most of our partners have processes in place, including video footage, to ensure accuracy and minimize errors. The investigation process can take 15-20 business days to complete. We understand that this may require some patience on your part, but rest assured that we are committed to resolving the issue as quickly as possible.

If it is determined that the missing items were accidentally thrown out by the recipient, it becomes their responsibility. However, if it is determined that the pharmacy or our partners are at fault for the missing items, we will take full responsibility. In such cases, a new shipment will be promptly arranged for you once the investigation is complete.

Please note that per our pharmacy partners, you must report any missing or damaged items within 48 hours of receiving your package. 

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