Shipping issues are handled by Lyv's support team. Direct the client to message us through the portal so we can help them directly.
The most common causes of delays are: not completing the medical intake, submitting incomplete information, or not responding to questions that our team sent via the portal. Less common causes include medication shortages or carrier shipping delays.
Please note: When a prescription order is placed and medical intake is completed, the standard timeline to receive the product is approximately one week. This accounts for: 1 business day for clinical review, 2–3 days for pharmacy processing, and 2-day shipping.
Orders refill automatically every 4 weeks to avoid missed doses. If the client would like to cancel or delay an order, they can request this anytime through the portal.
Important: The clock starts once the medical intake form is completed, not when the order is placed. Failure to complete medical intake will result in an order being stuck as the clinical team cannot safely prescribe without medical information.