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.