Shipping, Cancellation & Refunds

1. Scope

This policy explains how orders placed through puritasrx.com are processed, shipped, cancelled, and refunded. It forms part of our Terms of Service. Where a state law gives you greater rights than this policy describes, that law applies.

2. Order review and prescription processing

Every prescription order goes through the same sequence:

1. You complete the medical intake and save a payment method.
2. A licensed provider reviews your intake. They may approve treatment, request more information, or decline.
3. Your payment method is charged only after a provider approves treatment. If you are not approved, you are not charged for the treatment.
4. The prescription is transmitted to our partner pharmacy, [Partner Pharmacy Name], which performs its own review before dispensing.
5. The pharmacy dispenses and ships your medication, and you receive tracking.

Provider review, pharmacy verification, and compounding each take time. The pharmacy may contact you or your provider with questions before dispensing, which extends the timeline.

3. Shipping methods, timeframes, and costs

Orders ship within the United States only, to the states we serve. We do not ship to PO boxes for temperature-sensitive medications, and we cannot ship internationally, to freight forwarders, or to APO/FPO addresses.

All delivery timeframes are estimates, not guarantees. Actual delivery depends on provider review time, pharmacy processing and compounding time, the carrier, your location, weather, and holidays. The shipping method and any charge that applies to your order are shown before you confirm.

Once a package leaves the pharmacy it is in the carrier's hands. Carrier delays are outside our control and the pharmacy's control.

4. Discreet packaging

Medication ships in plain, unbranded outer packaging with no indication of its contents. The return address is the pharmacy's. Regulatory labeling — patient name, drug name, directions, and pharmacy details — appears inside the package, on the medication label itself, as the law requires.

5. Temperature-sensitive medications

Some medications must be kept cold. These ship with insulation and a coolant, usually by an expedited service, and may be held to avoid arriving over a weekend or holiday. Refrigerate temperature-sensitive medication as soon as it arrives, and follow the storage instructions on the label. If a shipment arrives warm, damaged, or with the coolant fully melted, do not use it — contact us at support@puritasrx.com or 1-800-000-0000 the same day and we will arrange a replacement at no cost to you.

6. Delivery address and signature

You are responsible for providing a complete, accurate address where someone can receive the package. Update your address in your account before your next renewal ships — we cannot redirect a package once the pharmacy has dispatched it. Orders returned as undeliverable because of an incorrect address may be subject to a reshipment charge, and prescription products that have left the pharmacy cannot be re-dispensed. Some shipments require an adult signature.

7. Tracking your order

You will receive a shipping confirmation with a tracking number when your order leaves the pharmacy. Tracking may take up to 24 hours to show activity. If tracking has not updated for more than three business days, contact support@puritasrx.com.

8. Delayed, lost, stolen, or damaged shipments

Contact us at support@puritasrx.com or 1-800-000-0000 and we will help resolve it.

• Damaged in transit or arrived compromised — we will replace the shipment at no cost. Keep the packaging and, where possible, send a photograph.
• Lost in transit — where the carrier confirms a package is lost, we will replace it at no cost. We may need to wait for the carrier to complete its trace first.
• Marked delivered but not received — check with household members and neighbours, then contact us within 7 days. We will open a carrier investigation. Resolution depends on the carrier's findings.
• Delayed — we will provide an updated estimate. A delay alone is not generally grounds for a refund of a dispensed prescription.

Report a shipping problem within 14 days of the expected delivery date so we can act while the carrier still accepts a claim.

9. Subscriptions and automatic renewal

Most treatments are sold on a subscription. Before you confirm, we show you the price, the billing interval, and the date of your first charge.

• Automatic renewal. Your subscription renews automatically at the stated interval and price, and your saved payment method is charged, until you cancel.
• Reminders. We send a renewal reminder before each charge where required by law, and in any event before a price change.
• Refill review. Renewals may require a provider check-in. If your provider determines continued treatment is no longer appropriate, we stop the subscription and refund any charge taken for a shipment that is not dispensed.
• Failed payments. If a charge is declined we may retry it and will pause fulfillment until payment succeeds.

10. How to cancel

You may cancel a subscription at any time, by any of these methods:

• from your account, using the cancel option on the subscription;
• by emailing support@puritasrx.com with your name and the email on your account;
• by calling 1-800-000-0000.

Cancellation is effective for future charges. To avoid being charged for the next cycle, cancel at least 48 hours before your next renewal date — once a renewal is charged and sent to the pharmacy, the order is in process and generally cannot be stopped or refunded. We confirm every cancellation in writing; if you do not receive a confirmation, contact us.

11. When a refund is available

We refund in the following situations:

• You were not approved. If a provider declines to prescribe, you are not charged for treatment. Any amount already charged for a treatment that is not dispensed is refunded in full.
• Billing error. Duplicate charges, charges after a valid cancellation, or an incorrect amount are refunded in full.
• Order never shipped. If your order is cancelled before the pharmacy dispenses it, we refund it in full.
• Damaged, lost, or compromised shipment. We replace it at no cost, or refund it if you prefer not to receive a replacement.
• Provider discontinues treatment before a paid shipment is dispensed — that shipment is refunded.

Approved refunds are issued to the original payment method. Allow 5–10 business days for the funds to appear, depending on your bank.

12. What is not refundable

• Prescription medication that has shipped. Federal and state law prohibits a pharmacy from accepting the return of a dispensed prescription and re-dispensing it, so shipped medication cannot be returned or refunded.
• Medication you decided not to take, or stopped taking, after it was dispensed.
• Consultation and review fees once a provider has reviewed your intake — the service was performed, whether or not the outcome was what you hoped for.
• The current cycle of a subscription cancelled after it was charged and sent to the pharmacy.
• Orders undeliverable because of an address you entered incorrectly, or refused at delivery.
• Shipping charges on an order that shipped as described.

Never send medication back to us or to the pharmacy. Dispose of unused medication through a pharmacy take-back program or as directed at the FDA's disposal guidance.

13. How to request a refund

Email support@puritasrx.com or call 1-800-000-0000 within 30 days of the charge, and include:

• the name and email address on the account;
• the order number and the date of the charge;
• the reason for the request, and photographs if the issue is with the shipment.

We acknowledge requests within 2 business days and aim to decide within 10 business days. If we decline, we will explain why. If you believe the decision is wrong, reply and ask for it to be reviewed by a supervisor.

14. Price changes and promotions

We may change prices at any time. A change never applies to an order already placed, and we will notify you before it applies to a subscription renewal, giving you the chance to cancel. Promotional pricing applies only for the stated period and to the stated products; after it ends, your subscription renews at the standard price. Promotions cannot be combined unless we say so, are not redeemable for cash, and may be withdrawn where we detect abuse.

15. Disputed charges and chargebacks

If you do not recognize a charge, contact us before disputing it with your bank — most issues are resolved faster directly, and a chargeback filed while an order is in process can delay your treatment. We respond to chargebacks with our records of your order, consent, and shipment. We may suspend an account with an unresolved chargeback until the dispute is settled.

16. Contact

Puritas Telehealth, LLC
000 Example Street, Suite 000
City, ST 00000
Support: support@puritasrx.com · 1-800-000-0000
Report a side effect: safety@puritasrx.com