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Client FAQs

Answers to FAQs from clients. These are also available to them through the Patient FAQs

46 articles
What's the difference between dose, concentration, and units on my prescription?Explains what dose (mg), concentration (mg/mL), and units on a syringe mean for an injectable prescription.
What's the difference between B12 and glycine additives with my medication?Compares B12 and glycine as optional additives with semaglutide or tirzepatide and what each is generally used for.
How do I request a dose increase or decrease?Explains how to request a dosage adjustment through the monthly check-in questionnaire in the portal.
Can't log into the portal, what should I do?Troubleshooting steps for patient portal login issues, including clearing cache, incognito mode, and password reset.
Where can I learn more about the products available before I make a purchase?Explains how to browse the product catalog and view details like how a product works and what to expect before purchasing.
How do I restart my prescription order?Explains how to restart a lapsed prescription order by placing a new order through the catalog and completing intake again.
How does treatment work?Walks through the full treatment timeline, from placing your order and completing intake through clinician review, fulfillment, shipping, lab work, and recurring renewals.
What's included when I order a prescription product?Lists what's included with your order, from clinician evaluation and prescription to shipping and cancellation.
When will my next order renew?Explains the refill and renewal schedule for your subscription, including the first renewal buffer and the ongoing 4-week cycle.
Can I cancel, delay, or pause my next prescription order?Explains how to cancel your next prescription order, delay a refill, or take a 30-day pause through the portal.
How is my medication shipped?Explains shipping address, packaging, and delivery schedule for your medication.
What should I do if I have side effects?Explains how to report side effects to your clinician and when to seek emergency care.
How can I contact support?Explains how to reach support and your clinician through the portal for shipping, order issues, side effects, and other questions.
Can I switch my billing date for my prescription order?Explains how to move your billing date earlier or later by messaging support at least 2 days before your next refill.
How do I find my messages or send messages in the portal?Explains how to locate and read your messages in the portal on both desktop and mobile, plus response time and emergency guidance.
Can I switch the product I ordered?Explains how to switch products by canceling your current subscription and placing a new order, including possible lab or telehealth requirements.
What labs do I need?Explains which lab panel is required depending on whether you're on a GLP-1 medication or hormone therapy.
Do I need to meet with a clinician as part of my medication review?Explains when a 15-minute telehealth appointment may be required as part of your medication review.
What should I expect for my telehealth appointment?Explains how your telehealth appointment is scheduled, how to join by Google Meet, and our cancellation and no-show policy.
Can I get a refund if I cancel or change my order?Explains our no-refund policy for prescriptions, lab orders and telehealth appointments.
Can I see my lab appointment in the portal?Explains where to find lab appointment details since they aren't currently visible in the portal.
How to order and schedule a lab testA step-by-step guide, from beginning to end.
How does the lab process work?Walks through the lab process, from purchase and scheduling to your blood draw and getting results in the portal.
How do I prepare for my lab appointment?Explains how to prepare for your lab draw, including fasting, supplements, and what to bring.
Can I change or cancel my lab appointment?Explains how to reschedule or cancel your lab appointment using the link from your confirmation email or text.
When will I get my lab results?Explains how long it takes to get lab results and where to find them in the portal.
Is a lab appointment necessary?Explains that lab appointments are optional but recommended to avoid variable wait times.
I'm already taking medication, can I have the same one prescribed?Explains how to continue an existing prescription when switching from a different provider, including uploading your current prescription details.
My shipment arrived warm. Is it still safe and effective?Explains why a thawed refrigerant pack or brief warm exposure during shipping doesn't necessarily affect your medication, and when to reach out for a replacement.
What pharmacy do the medications come from?Explains that medications come from a network of US-based, licensed 503(a) and 503(b) pharmacies that meet certain quality requirements.
Can I request specific syringes or supplies with my order?Explains that specific syringe or supply requests aren't currently supported.
I just submitted my medical intake form. What can I expect next?Explains what happens after submitting medical intake, including clinician review timing and how to respond to any follow-up requests.
I forgot to update my address and my medication was delivered to the wrong place. What can I do?Explains what to do if your medication ships to an address that wasn't updated before your order went out.
My order was delivered while I was out of town and sat outside. What can I do?Explains what to do if your order sat outside during delivery while you were away, and how to check if it's still usable.
I got a message that my prescription was approved. What can I expect next?Explains what happens after your order is approved: pharmacy fulfillment, shipping, and delivery.
My order was cancelled. Why did this happen?Explains why an order gets cancelled after no response to outreach, and how to check your email and portal notifications.
Do I need to be home for my delivery?Explains that a signature isn't required for delivery, but being home helps if your order includes temperature-sensitive medication.
What payment methods are accepted for prescription or lab orders?Explains accepted payment methods, including credit/debit and HSA/FSA cards, and why prepaid gift cards aren't supported.
My order was meant for my spouse or family member, but I placed it under my own account. Can you transfer it to them?Explains why an order can't be transferred to another person and what to do instead.
Why is my refund less than what I paid?Explains why a refund, when issued, doesn't return the full amount paid.
How many mg does my price cover?Explains that pricing reflects a monthly supply of your product, not a specific dose or mg amount, so your price doesn't change as your dose changes.
How does dosing work? What will my starter dose be?Explains how your starting dose and future dose changes are personalized based on your medical intake and clinician review.
Do you carry brand-name GLP-1s like Ozempic, Wegovy, or Zepbound?Explains that brand-name GLP-1s aren't offered, and lists the compounded semaglutide and tirzepatide alternatives available instead.
I didn't use my coupon on my first order. Can it be applied to my refill?Explains that a coupon not used on your first order can't be applied to a later refill.
How do I change the payment method for a prescription order?A step-by-step guide for clients.
Will the product come with directions?Explains where to find dosage instructions, on the prescription label and in the Documents section of the portal.