Refund & Shipping Policy

Last updated: June 23, 2026

This policy describes our general refund and shipping practices and may be updated. The terms in effect at the time of your purchase apply to that order. It should be read together with our Terms of Service.

Order processing

Orders are filled and shipped by a licensed pharmacy only after a clinician has reviewed and approved your intake and payment has been received. Processing and compounding times vary by product and pharmacy. Local pickup is not offered.

Shipping, delivery, and tracking

Orders ship within the United States via licensed carriers (such as USPS, UPS, or FedEx). When your order ships, we will email you tracking information. Delivery time estimates are not guaranteed and may be affected by the carrier, weather, or other factors outside our control. Some products are temperature-sensitive and may ship with cold-chain packaging and expedited service; please refrigerate or store such products as instructed promptly upon delivery.

Address accuracy and undeliverable packages

You are responsible for providing a complete and accurate shipping address where you can receive medication. If a package is undeliverable or returned because of an incorrect address, a missed delivery, or a refused delivery, we may charge an additional fee to reship it, and a returned medication generally cannot be reshipped for safety reasons and may need to be re-prescribed.

Risk of loss; lost or stolen packages

Title and risk of loss for products pass to you upon delivery to the carrier. If tracking shows your package was delivered but you cannot locate it, please check with your household and neighbors and contact the carrier first; then contact us and we will help you investigate. We are not able to guarantee replacement of packages that the carrier confirms were delivered.

Telehealth visit fee

The telehealth visit fee is charged when you submit your intake and covers the licensed clinician's review. If the clinician is unable to issue an approval (for example, due to a state restriction or clinical ineligibility), the fee is refunded in full to the payment method on file. The fee is non-refundable once a clinician has completed the review, even if the clinician declines to prescribe, because the review service was provided.

Cancellations

You may request to cancel an order before it has been prepared or shipped by the pharmacy by contacting us as soon as possible at care@vitalehealth.shop. Once a compounded medication has entered preparation or has shipped, it cannot be canceled.

Product refunds and returns

For safety reasons and consistent with law, compounded and other prescription medications are patient-specific and cannot be returned, reused, resold, or refundedonce shipped. Product refunds are therefore limited and evaluated case by case. If your product arrives defective, damaged, or incorrect, do not use it — contact care@vitalehealth.shop within 14 days of delivery with your order number and a photo, and we will arrange a replacement or other appropriate resolution at no additional cost. Please dispose of any unused or expired medication safely in accordance with FDA and local guidance.

Payment disputes

If you believe there is an error with a charge, please contact us first so we can resolve it quickly. Initiating a chargeback for an authorized charge without contacting us may result in suspension of your account.

Questions

For help with an order, shipment, or refund, contact care@vitalehealth.shop.