In most cases, a product arriving warm is still good to use. Warm exposure during transit is normal and has been tested and validated by the compounding pharmacy. The compounding pharmacy has validated that the medication can tolerate temperatures up to approximately 95 to 96°F (35 to 36°C) for up to 4 days during shipping without compromising quality. A partially or fully thawed refrigerant pack just means it did its job.
When it arrives:
Check the outer box and vial for damage, then refrigerate right away. Don't freeze unless instructed, and don't leave it at room temperature.
As a precaution, hold the vial up to the light to confirm the liquid is clear with no particles.
If you see cloudiness or particles, or your shipment took more than 2 days in transit, contact us and upload photos to the Documents section of your portal so we can help you.