Why is my shipment delayed?Updated 3 hours ago
Quick answer
Shipments occasionally get held up at carrier hubs, especially during peak seasons or weather events. If your tracking hasn't updated in 3+ business days, message support with your order number and we'll check on it. If a prescription order hasn't arrived within 14 days of its expected delivery date, contact us and we'll open a carrier investigation, and if the package is confirmed lost, arrange a replacement or refund.
When a Delay Is Still Normal
- Tracking can go quiet for a couple of days between carrier scans. A 1–3 business-day gap with no update is common and usually resolves on its own.
- Orders submitted after 11am PT generally process the next business day, and weekend orders process Monday, which can add a day or two to the start of the timeline.
- Prescription orders only ship after physician approval and compounding, so part of an apparent "delay" may still be the normal review-and-compounding window (see our guide on where your order is).
When to Reach Out
Message support if:
- Your tracking hasn't moved in 3 or more business days
- Tracking shows an exception, a failed delivery attempt, or a return to sender
- A prescription order hasn't arrived within 14 days of its expected delivery date (this is the point at which we open a formal carrier investigation)
What We'll Do
We'll contact the carrier to find out where the package is and why it's held up. For a package that's just moving slowly, we'll confirm a delivery window. If a prescription order hasn't arrived within 14 days of its expected delivery date, we'll open a carrier investigation, and if the package is confirmed lost we'll arrange a replacement or a refund. A replacement prescription is re-compounded and re-verified before it ships, so it takes a little longer than a standard reship.
Common Causes of Delays
- Weather events and natural disruptions
- Carrier hub backlogs during peak seasons
- Address verification holds
- Rural or extended delivery zones
Next steps
- Give a quiet tracking page 1–3 business days before worrying.
- Message support with your order number if tracking stalls for 3+ business days, or at the 14-day-from-expected-delivery mark for a package that hasn't arrived.
- See our guide on a package marked "delivered" that you never received if tracking says delivered but it isn't there.