Have you submitted a request and is this your first order?
For a new treatment request, we always ask you to provide the required documents and schedule an intake consultation. After completing your payment, you can do this directly via the website. If that doesn't work, you'll receive an email from us within one hour of your order containing a link to submit these details and schedule your intake.
Once the intake has taken place and all documents are complete, our doctor and our pharmacist will assess your request within one working day. We then often ship your first order the same day or the next working day. You'll receive a shipping confirmation from us with a track & trace link so you can follow where your package is.
Is this a repeat order and are you wondering where your package is?
In your account, you'll find the day on which we pack your package and hand it over to our delivery partners. In most cases, you'll then receive your package at your home address the next working day. Once we've packed your package, you'll receive a shipping confirmation from us with a track & trace link. Track & Trace always shows the latest status of your package. At that point, we have no more information than what you see in Track & Trace. As soon as an update appears there, that's immediately the most current status. Haven't received your package within 2 working days of shipping? Then email us at [email protected].
What about the temperature of my package if there's a delay?
Your pen is always packed with extra care: in an insulating pouch with recycled wool and a gel pack of at least 500 grams. Tests show that this keeps the temperature below 8 degrees for at least 24 hours, well within the safe margin according to the guidelines of the European Medicines Agency (EMA) and the manufacturers. During shipping, your pen may reach up to a maximum of 30 degrees (well above room temperature) and can then be safely used within 4 weeks (Mounjaro, Saxenda & Wegovy) or 6 weeks (Ozempic).
Checking on receipt
Is the liquid clear and colourless? Then you can use the pen.
Is the liquid cloudy, discoloured, or does it contain particles? Then contact us immediately and include a photo.
Can I inject later if my order is delayed?
Ozempic and Wegovy: inject your dose within 5 days of the day on which you normally inject. If more than 5 days have passed, we advise skipping the dose. You can inject on your regular injection day and resume your treatment. This has no impact on the effectiveness of your treatment, although your appetite may increase slightly during this period.
Mounjaro: inject your dose within 4 days of the day on which you normally inject. If more than 4 days have passed, we advise skipping the dose. You can inject on your regular injection day. This has no impact on the effectiveness of your treatment, although your appetite may increase slightly during this period.
Saxenda: because you inject daily, you can resume treatment the moment you receive the pen. This has no impact on the action and effectiveness of your treatment. Your appetite may increase during this period.