You can pause, resume, or cancel your plan yourself in the patient portal. No call or email is needed. This guide shows you where each option lives and what happens when you use it.

What pausing does: billing stops and your upcoming shipments are held. Held shipments can move up to 30 days from their scheduled dates. Anything already with the pharmacy still arrives. You can resume any time.

Note: if your plan has been paused for a long while, the portal will ask you to chat with us instead so we can restart it for you. Select Chat with us and we will get it going.

What cancelling does: cancelling turns off future renewals. Billing stops and your plan will not renew again. You still receive everything you have already paid for. For example, if you are two months into a six month plan, your remaining shipments keep arriving through month six. Cancelling cannot be undone in the portal, though you can always start a fresh plan later.

Once a prescription has been sent to the pharmacy, that specific order cannot be cancelled, returned, or refunded, because federal regulations prohibit returns on prescription and compounded medications.

If you no longer need or want the medication because your circumstances changed, for example pregnancy or a medical issue, message us through Chat. In approved cases we can authorize a refund or cancellation of prepaid shipments.

Cancelling never touches your login or your records. Your patient portal stays available after you cancel: you can still sign in to review your information, get a copy of your prescription, and delete your saved card whenever you like.

If you are cancelling because you have extra medication on hand, you may not need to cancel at all. You can move your next shipment date instead and keep your plan and pricing. This can be done by going to the Treatments tab, selecting Manage on the plan, and choosing Adjust dates. See: How to delay, skip, reschedule, or change your next shipment date.