What is happening with your package?
Damaged or opened package? Take photos of the box and contents immediately. Do not use the product yet.
Missing items (e.g., needles or medication)? Let us know right away, and we will send a replacement quickly.
Concerns about medication temperature? Place the product in the refrigerator immediately and contact support before using it.
1. What should you do immediately? (3 steps)
Take photos: Take clear pictures of:
The outside of the box (including the shipping label with your details).
The opened box showing the internal contents.
Any visible damage or missing items.
Keep the packaging and contents: Do not throw away the outer packaging or damaged products right away, as we may need them for inspection.
Report it to Customer Care: Send an email to [email protected] with your order number and attached photos.
2. What to expect for each situation?
A. Damaged or opened packaging
Safety is our top priority. If the outer packaging or the primary medication packaging is damaged or opened, we will evaluate with our medical team whether the product is still safe to use. If necessary, we will send a replacement shipment free of charge.
B. Incomplete delivery or missing items (e.g., needles)
Are you missing needles, alcohol wipes, or another item from your order? Report it right away. For reports received on business days, missing items are typically dispatched the same day.
C. Temperature concerns
Refrigerated medications are shipped in special insulated packaging with cooling elements.
Does the package feel warm upon arrival, or have the ice packs melted?
Place the product directly into the refrigerator and contact support.
Our medical team will verify whether the medication remains safe to use based on transit time and ambient temperature.
3. Resolution & Next Steps
After submitting your report via email, you will receive a response from our support team as soon as possible (at the latest within 1 business day). Depending on the issue, we will arrange:
Fast re-shipment of missing items.
A replacement delivery in case of damage or temperature concerns.
Any further guidance or medical assessment needed from our health team.