What do I do about shipment and order Issues?
If you have questions or concerns about a shipment or order, our Patient Services team can help.
Contact Options
Support page:
Phone:
888-696-7176
Available daily, 9 AM–9 PM ET
Live Chat (U.S. Only):
Select “Speak with a Live Operator” from the support page or your patient portal
Available Monday–Friday, 9 AM–9 PM ET
Medication Returns
Pharmacies cannot accept returns of prescription medications—whether used or unused—for safety and regulatory reasons.
Refunds for shipped orders are not guaranteed but may be reviewed on a case-by-case basis.
Reporting Shipment Issues
If you notice a problem with your delivery, please contact us within 48 hours of receiving your package.
Depending on the issue, we may request:
- Photos of the package or contents
- Additional information about what occurred
For packages that are lost, delayed, or misdelivered, you may need to file a claim with the carrier and provide the claim number for our team to review.
Direct Meds may make exceptions to these guidelines when appropriate, based on the specific situation.
Related Articles
How are medications shipped and when will my medication / order be shipped?
Once a licensed healthcare provider approves your prescription, it is sent to the pharmacy for dispensing. Prescription review times vary. Non-prescription products are sent to the pharmacy after payment is completed. The timeframes below reflect ...Why don't I have tracking information yet?
You’ll receive an email with tracking details as soon as your order ships. You can also check your order status anytime in your patient portal. If you don’t have tracking information yet, your order is likely still in processing. See common reasons ...Has my order shipped?
You’ll receive an email with tracking information as soon as your order has shipped. You can also check your order status and tracking details anytime in your patient portal.Why hasn't my order shipped yet?
If your order hasn’t shipped yet, it may still be in processing. Here are the most common things to check: 1. Intake Form Make sure your medical intake form is fully completed in your patient portal. 2. Follow-Up Requests From Your Provider Check ...How do I get started with my first shipment?
Your first shipment will include information from your prescribing healthcare provider and the dispensing pharmacy. This may include details about how your medication should be taken, your prescribed dosage, and any instructions your provider has ...