Shipping Policy

Getting your medication involves several steps that must be completed in sequence. Understanding this process will help you set accurate expectations for when you will receive your first shipment.

Processing timelines are estimates only. Actual timelines may vary based on provider availability, the completeness of your medical intake submission, pharmacy workload, and your state of residence. AvataCore does not control provider review timelines or pharmacy fulfillment schedules.

Delays can occur if your intake form is incomplete, if the provider requires additional documentation, if your state has specific telehealth requirements, or if the pharmacy experiences high order volume. We will notify you by email of any significant delays affecting your order.

• Standard Shipping: All medication orders are shipped via standard carrier service with tracking provided. Expedited shipping options are not currently available.
• Delivery Area: Medications are shipped only to valid US residential or commercial addresses in states where AvataCore Services are available. We do not ship to P.O. boxes, APO/FPO addresses, or outside the United States.
• Temperature-Sensitive Medications: Injectable medications requiring refrigeration are packaged in insulated, temperature-controlled containers with appropriate ice packs or dry ice. To preserve medication integrity, promptly refrigerate your medication upon delivery.
• Signature Requirements: Some shipments may require an adult signature upon delivery. You are responsible for being available to receive and sign for your shipment. Undeliverable packages returned to the pharmacy may incur additional fees.
• Holidays and Weather: Delivery times may be extended during federal holidays, periods of severe weather, or peak shipping seasons. These delays are outside AvataCore's and the pharmacy's control.

Eligibility Conditions

• The refund request must be submitted within 14 calendar days of your initial enrollment charge.
• Your medication must not have shipped from the pharmacy at the time of your refund request.
• The guarantee applies to the first subscription payment only. Subsequent renewal charges are not eligible for the 14-day guarantee.
• If a licensed provider has determined you are not eligible for treatment and no prescription has been issued, you are also entitled to a full refund regardless of the 14-day window.

How to Request a Refund

To request a refund under the 14-day guarantee, email [email protected]with the subject line "Refund Request" and include your full name and the email address associated with your account. Refunds are processed within 5–7 business days and returned to the original payment method.

After the 14-day window or after your medication has shipped, subscription fees are generally non-refundable. See our Terms of Service for complete refund policy details.

Because medications are compounded to order and prepared specifically for individual patients, the ability to cancel an order is limited once the prescription process has advanced. Please review the following cancellation rules carefully.

To request a cancellation before your prescription has been processed by the pharmacy, contact us as soon as possible at [email protected]. We will make reasonable efforts to intercept the order, but we cannot guarantee cancellation once pharmacy fulfillment has begun.

Cancelling a medication order does not automatically cancel your AvataCore subscription. To cancel your subscription, see the instructions in our Terms of Service.

Lost Shipments

If your tracking information shows your package has not moved for more than 5 business days or indicates a delivery exception, please contact us at [email protected]. We will open an inquiry with the carrier on your behalf. If the carrier confirms your shipment is lost, we will coordinate with the pharmacy to issue a replacement shipment at no additional charge to you.

Damaged Shipments

If your medication arrives visibly damaged, compromised in packaging integrity, or in a condition that raises concerns about sterility or safety, do not use the medication. Contact us immediately at [email protected] with photos of the damaged packaging and medication. We will coordinate a replacement shipment at no additional charge.

Temperature Excursions

If you have reason to believe your temperature-sensitive medication was exposed to temperatures outside the required storage range during transit (for example, the ice packs in the shipment are fully melted and the medication is warm), contact us before using the medication. Do not use medication you believe may have been compromised by temperature excursion.

For questions about your shipment, order status, cancellation, or refund: