Why hasn't my order shipped yet?

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 your email (including junk/spam folders) for any messages asking for:
  1. Additional photos or documents
  2. Confirmation of information
  3. A brief video consultation
  4. ID verification
These must be completed before a provider can move forward.

3. Shipping Address

Your address must be a physical address. Pharmacies are unable to ship to P.O. Boxes.

4. Shipping Team Notifications

Check your email for any questions or updates from the pharmacy or shipping team.

5. Processing Time

Shipping timelines depend on:
  1. Provider review time
  2. Pharmacy processing volume
  3. Shipping schedules
  4. Selected medication

6. Order Status in Your Portal

Log in to your patient portal to see:
  1. Whether your prescription is approved
  2. Whether the pharmacy has received it
  3. Whether the order has shipped
Info
Your portal will reflect the most up-to-date status.

Still need help?

If you’ve checked the items above and still have concerns, please contact Customer Service:
  1. Phone: 888-696-7176
  2. Support Page: https://directmeds.com/contact-us
  3. Live Chat (U.S. Only): Select “Speak with a Live Operator” on the support page or in your portal

Support Hours

  1. 9 AM–9 PM ET Daily
  2. Chat Hours: 9 AM–9 PM ET, Monday–Friday (U.S. only)

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