My order is missing items or I got the wrong item: what do I do?Updated 3 hours ago

What to Send Us

To sort it out quickly, include:

• Your order number
• A photo of the items you received (and the packing slip, if you have it)
• A clear description of what's missing or what came that shouldn't have

Message support through your Adegen account or email [email protected].

Missing an Item

If an item from your kit didn't make it into the box, whether a shampoo, an accessory, or a topical, we'll verify against your order and ship the missing piece at no charge. Accessory replacements (brush, roller) usually move fastest; a missing prescription item is re-verified before it's compounded and shipped, which takes slightly longer.

Received the Wrong Item

If you got the wrong product or the wrong topical variant, let us know right away. Prescription products are compounded specifically for you, so a wrong-variant shipment is treated as a high-priority fix.

• Do not use a prescription product that wasn't prescribed to you.
• We'll give you instructions on returning or safely discarding the wrong item.
• We'll arrange the correct prescription, which goes through physician verification before it's compounded and shipped.

Timing

• Report prescription issues within 7 days of delivery (this matches our damaged/incorrect-order policy).
• Replacements typically ship within 1–2 business days of our verification.
• Prescription replacements take a little longer because of the compounding step.

Damaged Instead of Missing or Wrong?

If the item arrived but is damaged or leaking, that's a slightly different process, see our guide on an order that arrived damaged. Please don't dispose of a damaged prescription product before contacting us; we may need it returned to the pharmacy for review.

When to Escalate

A wrong prescription variant received in a shipment goes to a member of our team for immediate physician review, so message support and we'll prioritize it.