If your tracking hasn't updated or your package hasn't arrived by the expected date, we are here to help.
Use this guide to understand:
The steps to take if your order is delayed.
How our team assesses missing packages.
Our process for issuing replacements.
First steps: Check your tracking and details
Before contacting support, please perform the following checks:
Verify your address: Ensure the delivery address on your order confirmation is accurate and complete. Small errors can lead to courier "Address Not Found" delays.
Check for clinical holds: Some orders are delayed before dispatch if a prescriber requires more information (such as Photo ID or weight verification). Check your email for any outstanding requests.
Review the tracking link: Check the link provided in your dispatch email. Couriers may experience minor delays or may have left your package in a "safe place" or with a neighbor.
Allow for processing time: Tracking information may not update for 24–72 hours, especially over weekends or high-volume periods. Please allow this timeframe before escalating.
How we assess a lost order
If your tracking shows as "delivered" but you do not have the package, or if the tracking has not moved for more than 72 hours, our Customer Care Team will review the delivery issue and advise you on the next steps.
Account Review: We review your account history to identify patterns of delivery success for your specific address.
Internal Determination: Using available carrier data and account history, our team will determine if the order is officially lost in transit.
Resolution: Once the review is complete and the outcome has been confirmed, our Customer Care Team will advise you on the available resolution options.
Important Considerations
Secure Delivery: If an order is lost, we may ask you to provide an alternative, more secure delivery location for the replacement.
Prompt Resolution: Responding quickly to any clinical or verification requests sent via email will help prevent delays before your order even reaches the courier.
Temperature Sensitivity: For medications like Mounjaro® and Wegovy®, we monitor delivery timelines closely to ensure the product remains viable.
Key Takeaway
Most delivery issues are resolved by checking tracking or verifying clinical information. If your tracking remains stationary for over 72 hours, contact our Customer Care Team so your delivery issue can be formally reviewed.