Orders & Shipping
Where is my order?
Once your prescription is approved, your kit ships within 1-2 business days and typically arrives 5-7 business days after shipment. You'll get a tracking email with your tracking link, and can check your order status on your dashboard anytime.
My order arrived damaged: what do I do?
We're sorry that happened, and we'll make it right. Message support within 14 days of delivery with photos of the shipping box, the damaged packaging, and the damaged product. We'll send a free replacement once we verify the report.
How do I return a product?
Non-prescription items can be returned within 30 days if unopened. Message support with your order number to start. Prescription products can't be returned, but we can help with refunds, replacements, or protocol changes.
How do I edit or cancel an order before it ships?
If your order hasn't shipped, we can usually edit or cancel it, but the window is short. Message support with your order number as soon as possible. Once a prescription is compounded or shipped, it can't be modified.
How do I change my shipping address?
Update your address anytime in your Adegen account. Changes saved 48+ hours before your next shipment apply to it. For an order already placed but not shipped, message support with your order number and the corrected address.
My package says "delivered" but I never received it: what do I do?
Carriers sometimes mark a package delivered before it's in your hands. Check with anyone who shares your address, look in common delivery spots, and wait 24-48 hours. If it's still missing, message support and we'll open a carrier investigation.
Why was my card declined or charged incorrectly?
If your card was declined, update your payment method in your Adegen account and the charge retries automatically. If you see a charge you don't recognize or a double charge, message support with the order number(s) and we'll investigate.
Where is my refund?
Once approved, a refund goes back to your original payment method and typically appears within 5–10 business days. You'll get an email when it's processed.
Why isn't my discount code working?
Most discount codes have eligibility rules: new customers only, single use, an expiration date, or a minimum order. Codes must be entered at checkout, not after, and we don't stack codes.
My order is missing items or I got the wrong item: what do I do?
If your order is missing an item or you got the wrong one, message support with your order number, a photo of what you received, and a description. We'll check it against your packing slip and send the correct shipment at no charge.
Why is my shipment delayed?
Shipments occasionally get held up at carrier hubs. If tracking hasn't updated in 3+ business days, message support with your order number.
Do you ship internationally?
Adegen currently ships within the United States only. We're working on international expansion but don't have a launch timeline yet, and we'll email customers when we're able to ship internationally. A few U.S.
Checkout says it can't deliver to my address: what's going on?
If you're in the US and checkout won't deliver a product to your address, your address is almost certainly fine. Prescription products only ship to states where our pharmacy is licensed. Non-prescription products ship to all US states.