Once your order has shipped, Belle is unable to change the delivery location, timing, or place a hold on your package. Here's how to handle it directly.
If you need to update your shipping address before your order processed, you can do so through your patient portal. This allows you to manage delivery addresses for multiple shipments conveniently.
Managing Your Shipping Address Before Shipment
To update your shipping address before your order is shipped:
Log into your patient portal.
Click on the person icon in the upper-right corner.
Select the Account option from the dropdown.
Click the Profile tab and scroll down to Shipping address.
Select edit and update the shipping address to your desired location and save the changes.
Need to Change Your Delivery?
Contact the carrier to:
Adjust timing
Place a temporary hold
Arrange for someone to receive the package on your behalf
Request a hold for pickup at a local facility to prevent misdelivery
Note: You cannot reroute to a different address once the carrier has the package â this is a pharmacy policy for prescription shipments. Changes must be made by phone. This limitation underscores the importance of verifying your shipping address before placing an order to avoid complications.
Additionally, orders cannot be rerouted to Walgreens or similar pickup locations. However, you may update your shipping address to a pickup location if the order has not yet been processed.
Steps for Resolving Misdirected Deliveries
If your package shows as "attempted delivery" but no delivery was made, or if it was delivered to the wrong address:
File a Claim with the Carrier: Contact the carrier (e.g., UPS) and file a claim to initiate an investigation. This helps trace the shipment and resolve any misdelivery issues.
Check Delivery Photos: Review any delivery photos attached to your tracking details to verify the address and drop-off point.
Contact Neighbors: Check with neighbors in case the package was delivered to the wrong address.
Monitor Updates: Keep track of updates from the carrier throughout the claim process.
If tracking shows a delivery photo: File a claim with UPS or FedEx using your tracking number, complete the online claim form with supporting documents (e.g., your receipt), and reach out to Belle Support with your claim details so we can assist with next steps. Additionally, gather documentation such as your receipt or proof of purchase to document the packageâs value. This will help expedite the claim process and provide necessary evidence for the carrier investigation.
If there is no delivery photo: Skip the carrier claim and contact Belle Support directly â we'll take it from there. For stolen packages, ensure you have gathered all necessary documentation, such as your receipt or proof of purchase, to support your claim. This will assist Belle Support in resolving the issue efficiently.
Why Can't Belle Make These Changes?
The pharmacy is the shipper and you are the recipient â Belle is not listed as either party on the shipment, so we don't have access to modify any shipping details.
My package says delivered but I don't have it
Carriers sometimes mark a package delivered 1â2 days before it actually arrives.
Wait 1â2 days â it may still be on its way
Check for a delivery photo. Most carriers provide one; if there is none, contact the carrier directly to file a claim
Message us if you need help or the carrier does not resolve it
Why is my order delayed?
Common causes:
High pharmacy volume
Weather or carrier delays
An incorrect address or a payment problem on the order
Medication backorders
Orders placed on hold and later released for fulfilment
If your order is delayed, message us and we will check the status for you.
Does someone need to sign for delivery?
No. A signature is not required for delivery, so your package can be left without anyone home.