How does billing work at checkout?
Your credit card is not charged at the time of purchase — a hold is placed on your card and you are only charged if your prescription is approved. If you are not approved, the hold is released and you owe nothing. Authorization holds are temporary and managed by your card-issuing bank. They are not finalized charges but rather a way for the bank to reserve funds for a potential transaction. If the transaction does not proceed, the hold will eventually be released. The timeframe for releasing a pending charge varies by bank, typically within 3–5 business days. However, this can differ depending on your bank’s policies.
Authorization holds are a common banking practice used to ensure that funds are available for a transaction. They are not actual withdrawals but rather a temporary reservation of funds. If an order attempt fails, you may see a second authorization hold, which will also be released automatically by your bank.
Can I cancel my order after placing it?
Once your prescription is approved and sent to the pharmacy, your order cannot be canceled, returned, or refunded. Federal health and safety regulations prohibit returns or refunds on prescription and compounded medications. If an order is canceled, any pending charge associated with it will not complete. The hold will automatically drop off your account after the authorization window expires. No further action is required on your part.
Timeframes for Release of Pending Charges
The timeframe for releasing a pending charge varies by bank. Typically, authorization holds are released within 3–5 business days. However, this can differ depending on your bank’s policies. If the order is denied or canceled, the charge will not post, and the hold will drop off automatically when your bank processes the release.
Duplicate pending charges may appear if multiple order attempts are made or if there are issues with account management. These are temporary and will clear automatically once processed by your bank.
Customer Actions and Bank Policies
In most cases, no action is required from you to clear a pending charge. These holds are automatically managed by your bank and will disappear once the authorization period ends. If you have concerns about a pending charge or if it does not drop off within the expected timeframe, we recommend contacting your bank for further assistance.
Additionally, regularly monitor your bank statements to identify any discrepancies early. If you have multiple accounts, ensure all orders are placed through the correct account to avoid duplicate charges.
If you placed a duplicate or incorrect order, contact support immediately. We cannot guarantee a refund but will review your situation on a case-by-case basis. In cases where a duplicate order is mistakenly placed and then canceled, the pending authorization for the duplicate order will also drop off automatically. Allow several business days for the pending charge to disappear.
How do I cancel my subscription?
You can manage cancellations directly in your account. There are two options and it's important to understand the difference:
Cancel your subscription — stops future automatic renewals but you will still receive all shipments you have already paid for. For example, for your treatment plan, you will still receive all included shipments — you just won't be renewed afterward.
Cancel your treatment — cancels everything, including future shipments already paid for. If you are on a 6-month semaglutide plan with a second shipment scheduled, that shipment will not be sent.
Canceling your treatment cannot be undone and remaining paid shipments will not be refunded or fulfilled. If you're unsure which option is right for you, contact support before canceling.
What if I received a defective product?
Contact support within 7 days of delivery and we'll make it right.
What if I was charged unexpectedly?
Contact support immediately with your order details and we'll investigate. Reach us through the Messenger widget in the bottom-left corner or email. Sometimes, you may notice what appears to be a duplicate pending charge. This is often a temporary bank authorization rather than a finalized charge. If there is no finalized duplicate, it was likely just a bank hold that will drop off. If you notice duplicate charges, follow these steps:
Monitor Your Account: Check your bank statement to confirm whether the duplicate charge is still pending or has been processed.
Wait for Automatic Resolution: Pending charges usually clear automatically. If the charge remains after a few business days, contact your bank for assistance.
Contact Support if Necessary: If the duplicate charge has been processed and not refunded, reach out to customer support for further assistance. Duplicate charges can also occur if you have multiple accounts under different email addresses. To prevent this, consolidate your orders under a single account and review your account details regularly.
Can I change my plan instead of canceling?
Yes. Contact support and our team will work with your provider to switch your plan — for example, moving to a 3-month plan, a dose increase plan, or a maintenance plan.