What do I do about shipment and order Issues?
If you have questions or concerns about a shipment or order, our Customer Service 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
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 reorder or place another order or order a refill for my prescription?
If you have an active subscription, refills are generally processed automatically on a recurring cycle. You do not need to manually place a new order unless instructed otherwise. When your next subscription cycle is approaching: Your payment will be ...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 ...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 ...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.