Orders move through four stages: medical intake, clinician review, pharmacy fulfillment, and shipping. Most clients receive their product within one week, assuming they have completed all the necessary steps. This accounts for roughly a business day for clinical review, a few days for pharmacy processing, and two days for shipping.
The most important thing to know: the clock starts when the medical intake is finished, not when the order is placed. A clinician can't prescribe without complete medical information, so an unfinished medical intake is the number one reason an order stalls.
If an order seems stuck, clients can check their own order status through the client portal and message our team directly with questions.
How clients check order status:
Log into your portal (e.g. altroapp.com/businessname)
Go to Orders
Check if they have any pending questionnaires
Complete the questionnaires
If unsure, message our team through the "Messages" section
How partners check order status:
Log into partner.altroapp.com
Go to Clients
Click the client's name
Click Orders
Common causes of a delay:
Incomplete medical intake. The client started but didn't finish. Ask them to log in and complete it.
The clinician needs more information. They may have messaged the client through the portal with follow-up questions before prescribing. Ask the client to check their clinician chat.
Labs required first. Some therapies, including testosterone (TRT), require recent lab work before a clinician can prescribe.
Less often, a medication shortage or a carrier delay.
Remind clients to check their email and portal regularly for messages from the clinical team, since an unanswered question is one of the most common reasons an order sits.
Eligible orders refill automatically to help clients avoid missed doses, and clients can cancel or delay an order anytime through the portal.
For anything you can't resolve, contact [email protected].