Why don't I have tracking information yet?

Why don't I have tracking information yet?

You’ll receive an email with tracking details as soon as your order ships.
Info
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 below. 

Possible Reasons for Delay

1. Your intake form is not yet complete

The pharmacy cannot prepare your order until all required intake information is submitted.

2. Your provider requested additional information

Check your email (including spam/junk folders). You may be asked to provide items such as:
  1. photos or documents
  2. a full-body image or video
  3. an ID upload
  4. a brief video consultation
These requests must be completed before the provider can proceed.

3. A physical shipping address is needed

Pharmacies cannot ship to P.O. Boxes. Ensure your profile contains a valid physical address.

4. Your prescription has not yet been approved

A licensed provider must review your intake and determine whether a prescription is appropriate before the order can move forward.

Next Steps

  1. Confirm your intake form is completed
  2. Check your email for any follow-up requests
  3. Review “How Are Medications Shipped and When?” for typical timelines
  4. Check your patient portal for real-time order status

Still Need Help?

If you’ve completed these steps and still have questions, please contact Customer Service:
  1. Support page: https://directmeds.com/contact-us
  2. Phone: 888-696-7176
  3. Live chat (U.S. only): Select “Speak with a Live Operator”

Support Hours:

  1. Phone & Email: 9 AM–9 PM ET, daily
  2. Live Chat (U.S. only): 9 AM–9 PM ET, Monday–Friday

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