At MedExpress, we take extra precautions to ensure your treatment arrives safely. All Mounjaro® and Wegovy® pen boxes are sealed in a protective inner bag designed to absorb shocks and protect the medication during transit.
Understanding Packaging Issues
It is relatively common for the outer medication box to appear slightly open or dented upon arrival. This is often caused by the ice packs pressing against the perforated lines of the box during transit.
To help prevent this, we include a protective cardboard sleeve over the pen box. Even if the perforated seal has popped open, the medication remains safe to use as long as the pen device itself is intact and has not been damaged.
Mandatory Evidence for Damaged or Faulty Items
If your order has been delivered damaged, or if you believe the medication pen itself is faulty or damaged, you MUST supply images of the damage/fault. Important: Without a clear images of the damage or fault, MedExpress will be unable to provide any further assistance, replacements, or refunds.
What the images must include:
To allow our team to assess the issue, the images must clearly show:
The delivery label on the outside of the parcel.
The dispensing label (showing your name, date, and medication details).
The product box (front, back, and the underside showing batch/expiry details).
The pen device with the cap removed, held against a clear background.
The specific fault or damage (e.g., a leak, a crack, or a mechanical failure).
How to submit your images
Via Live Chat: Open the chat icon in the bottom-right corner of our website and use the attachment feature (usually a paperclip icon) to upload your files directly to a representative.
Via Email: Reply to your order confirmation email and attach the images. This ensures your photos are automatically linked to your order number.
Note: Please do not dispose of the damaged packaging or medication until our team has confirmed the next steps, as we may need specific batch numbers or return the items for investigation.
How to Verify Your Medication
Before reporting an issue, check the medication using the Patient Information Leaflet. The medication is safe to use if:
The pen is not cracked or leaking.
The liquid is clear and colourless.
There are no visible particles or cloudiness.
The liquid is not frozen.
Returning and Replacing Items
Initiating a Return: If the medication is deemed unsafe after our review, a prepaid return label will be provided. Items must be packaged securely, though ice packs are not required for returns.
Receiving a Replacement: Once the item has been received and reviewed by our pharmacy, a replacement will be arranged where appropriate.
Timeframe: Replacement orders are typically dispatched within 1–3 working days after the assessment is complete. You will receive a tracking number via email once it ships.
Missing Accessories
If needles or wipes are missing:
Check all packaging: Small items are often tucked inside the padded inner bag.
Local Purchase: You can purchase compatible needles from any local pharmacy.
Reimbursement: Keep your receipt and submit a photo of it to our support team for review.
Key Takeaway
Image Requirement: Images are mandatory for any reports of damage or faults. No assistance can be provided without this evidence.
Box Openings: If the box has opened along the perforated lines due to ice pack pressure, the pen is still safe to use.
Finality: Once an order is dispatched, it cannot be cancelled; however, we will replace items confirmed as damaged or faulty upon receipt of the required image evidence.
If you still need help after reviewing the information above, additional assistance is available from the MedExpress team.