What to do if there is an issue with your delivery?
Is something wrong with your package? We are really sorry to hear that, but don't worry: we will sort this out for you as quickly as possible! Below, we explain step-by-step what you can do for each situation and what you can expect from us.
Quick overview: What is the issue?
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 dispatch a replacement quickly.
Concerns about medication temperature? Keep the product in the fridge 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 outer packaging or damaged products right away; 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 and/or opened packaging
Safety comes first. Is the original box of your medication damaged or does it appear to have been opened? Please do not use the medication and send us a photo immediately. Our medical team will evaluate your situation right away to determine if it is safe to use. If necessary, we will send a replacement 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.