Each month, you will receive an email with information about your next delivery. This email tells you which medications are due for a refill (if any), which medications are scheduled to be delivered, your delivery address, and also a deadline for making any changes. This article covers what to do if you need to make any changes to your upcoming shipments, when to do so, and also some tips for delivery troubleshooting. You can also view our Making shipment changes article for more information about updating your address, planning for travel, and extreme weather conditions.
Making shipment changes
Adding or removing a medication
How to do this: If you need to add or remove a medication from your upcoming shipment, you can do so from your online account. For step-by-step instructions on how to do this, check out our Pausing or resuming your medication article. If you need to add a medication that we don't have a prescription for, you can visit our Adding a new prescription article.
When to do this: The date that any changes need to be made by is listed in your monthly shipment email. You'll have about a week to make any changes before your shipment goes out. If you need to add or remove a medication from your shipment, all changes need to be completed prior to the date stated in the email. If you need to make any adjustments after the specified date, please contact us. We'll check the status of our shipment and determine if we can make the adjustment. Please note that if you contact us after the date listed in your shipment email, we cannot guarantee that the changes will be applied to your upcoming shipment.
Address changes
How to do this: You can add a new shipping address or change your preferred address in your online account. For step-by-step instructions on how to do this, you can visit our Making shipment changes article.
When to do this: You can update your shipping address for future shipments before your package is shipped. Your monthly shipment email will state the date that all changes need to be made by. We recommend making address updates prior to the date listed to ensure your shipment is sent to the correct location.
Delivery troubleshooting
Reading shipment tracking information
When your medications ship, you'll receive an email notification to let you know that they’re on their way, along with a tracking number for your shipment. Clicking on the tracking number in the email will take you to the shipment’s tracking page on the UPS website. This page displays the current status of your shipment. From this page, you can select “View Details” to see more information about the shipment’s contents and progress.
It is important to note that once you receive our email containing tracking information for your shipment, it may take up to 24 hours to update in the UPS system and display a status. This time could be extended on weekends or holidays. If the package has shipped very recently, the tracking page may say “Label Created” and to “Check back tomorrow for an updated delivery date.” The status should update to display more information as the shipment approaches its destination.
UPS vs USPS
All of our shipments are picked up by UPS, but in some cases, they are transferred to the U. S. Postal Service (USPS) for final delivery. If USPS will be delivering your shipment, there should be an alert on the UPS tracking page that lists the Postal Service tracking ID. You will also see a link to the USPS website. If you copy the Postal Service tracking ID and follow that link, you can paste the ID number into the search bar to view the USPS tracking information. Some of the information won't be available until your shipment has been transferred to USPS. The section “Tracking History” will show the most detailed information for your shipment. It’s also important to note that once the shipment is transferred to USPS, the UPS tracking page will say “delivered on [date]” but oftentimes that is the day they handed the shipment to USPS rather than the final delivery day. At this point, the USPS tracking page will show the most accurate status.
Resolving shipping issues
| Issue | How to resolve | Notes |
| Tracking info shows my shipment has been delivered, but I have not received it |
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| Tracking shows my shipment is at a UPS access point |
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| My shipment is held at my local post office |
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| My shipment is late |
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| My shipment’s tracking info has not updated in a while |
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UPS MyChoice
UPS offers a delivery management service called MyChoice. By going to www.ups.com/mychoice, you have the option to sign yourself up for this free online service. This service allows you to set delivery preferences for all of your UPS shipments. You can also get estimated delivery times for your packages, and electronically sign for packages if you are not home at the time of delivery. This service is only available for UPS shipments, and does not apply to those that use USPS for final delivery.