Why is my shipment delayed?Updated 20 days 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.