Where is my order?Updated 3 hours ago

Typical Timeline

• Checkout and medical questionnaire: Day 0
• Physician review: typically within 24 hours
• Compounding and handoff to carrier: 1–2 business days after approval
• Carrier shipping: 5–7 business days
• Most customers receive their first kit within 7–10 days of checkout

Where to Find Tracking Info

1. Check your email for "Adegen: Order #YourOrderID has shipped" (check spam too)
2. Log in to your Adegen account. Your order status and tracking link are on your dashboard
3. Click the tracking link to see real-time carrier status

What the Stages of Your Order Mean

Your order moves through a few stages on its way to you:

• First, it sits in the system while you finish your medical questionnaire and while your intake is under physician review.
• Once your prescription is approved, it goes into compounding, where your formula is prepared specifically for you.
• When it's ready, it's handed to the carrier and your tracking link goes live.
• From there the carrier moves it toward you, out for delivery on the final day, until it's marked delivered.

What to Do if Your Order Is Delayed

A few common causes and what to do:

1. Still waiting on physician approval after 48 hours

Check your email for follow-ups from your physician. Log in to your account for any pending messages. If everything looks clear, message support and we'll look up your file.

2. Shipped but not moving on the tracking page

Sometimes carriers update statuses on a delay. If it's been more than 3 business days since your last tracking update, message support and we'll look into it.

3. Marked delivered but you don't have it

Check with neighbors, building staff, and any common delivery spots. Wait 24–48 hours (carriers sometimes mark a package delivered before it's actually in your hands). If it still hasn't shown up, message support so we can open a carrier investigation and make it right. For the full step-by-step on this, see our guide on what to do when a package says delivered but never arrived.

4. Approaching the 10-day window with no movement

Message support. We'd rather hear from you and find out it's nothing than have you wait quietly.

Orders Placed After 11am PT

Orders submitted after 11am PT generally process on the next business day. Saturday and Sunday submissions process Monday.

Damaged or Incorrect Order

If your kit arrived but something's wrong, whether damaged product, missing items, or the wrong variant, see our guide on what to do when your order arrives damaged.

International Orders

Adegen currently ships within the United States. International availability is being evaluated for future expansion.