GetPepWell, Inc. ("GetPepWell") partners with licensed compounding pharmacies to fulfill and ship your prescription medications directly to your door. This Shipping and Delivery Policy describes how orders are processed, shipped, and delivered, and what to do if something goes wrong.

Shipping Overview

All compounded medications ordered through GetPepWell are prepared and shipped by our licensed compounding pharmacy partners. Once your physician issues a prescription and the pharmacy receives the order, the compounding and shipping process begins. You will receive email notifications at key stages: order confirmation, compounding status, and shipment tracking.

Processing Time

After your physician submits a prescription, your order goes through the following stages at the pharmacy:

• Prescription verification: the pharmacy reviews and verifies the prescription (typically within 1 business day)
• Compounding: your medication is custom-compounded to your prescription specifications (typically 2 to 5 business days)
• Quality assurance: the compounded medication undergoes the pharmacy's quality checks before shipping
• Shipping: once quality assurance is complete, your order is packaged and shipped

Total processing time from prescription submission to shipment is typically 3 to 7 business days, depending on the complexity of the compound and pharmacy workload. Processing times may be longer during periods of high demand, holidays, or weather disruptions.

Shipping Methods

• Standard shipping (3 to 5 business days): available for all eligible orders. Medications are shipped via a national carrier with full tracking.
• Expedited shipping (1 to 2 business days): available for an additional fee on Standard Care orders, and included with VIP Care. Recommended for temperature-sensitive medications during warmer months to minimize transit time.

Delivery estimates begin from the date of shipment, not the date of order placement. Actual delivery times may vary based on carrier performance, weather conditions, and your geographic location.

Cold-Chain Handling

Peptide medications are temperature-sensitive and require proper cold-chain handling to maintain potency and safety. GetPepWell and our pharmacy partners take the following precautions:

• Insulated packaging: temperature-sensitive medications ship in insulated containers designed to maintain appropriate temperature ranges during transit
• Ice or gel packs: cold packs are included as needed to keep medications within the required temperature range
• Expedited recommendation in warmer months: during warmer months (typically May through September) we recommend expedited shipping to minimize exposure to elevated temperatures
• Prompt acceptance + refrigeration: please ensure someone is available to receive your package promptly upon delivery, and refrigerate the medication as instructed within the timeframe noted on the shipping insert

Shipping Costs

Shipping costs depend on your plan tier (see Pricing for current details):

• Explore (free tier): not applicable - the Explore tier does not include physician access or prescriptions
• Standard Care (pay-per-consultation): shipping costs are calculated at checkout based on the shipping method selected and delivery destination
• PepWell+ membership: standard shipping is included; expedited shipping is available for an additional fee
• VIP Care: expedited shipping included

Applicable shipping charges are displayed during checkout before you confirm an order.

Delivery Area

GetPepWell currently ships within the United States only. Availability of physician consultations and dispensable medications varies by state - see our State Availability page for the live list of states where we operate.

• Continental United States: standard and expedited shipping available to states where our physicians are licensed and our pharmacy partners are authorized to dispense
• Alaska and Hawaii: deliveries are available where state licensing permits, but may experience extended transit times (additional 2 to 4 business days) and may incur supplemental shipping charges
• U.S. territories: shipping is not available at this time
• International: GetPepWell does not ship medications outside of the United States

Order Tracking

Once your order has shipped, you will receive a confirmation email containing:

• A tracking number for your shipment
• The carrier name and a link to track your package
• Estimated delivery date
• Storage and handling instructions for your medication

You can also view order status and tracking information at any time in your patient portal.

Damaged or Lost Shipments

If your shipment arrives damaged, or if you do not receive your shipment within the expected delivery window:

1. Contact our support team at support@getpepwell.com within 48 hours of the delivery date (or expected delivery date for lost shipments)
2. Provide your order number, a description of the damage (with photos if possible), and any relevant tracking information
3. Do not use any medication that appears to be damaged, tampered with, or compromised

We will investigate with the pharmacy partner and shipping carrier. Depending on the findings, we will arrange a replacement shipment at no additional cost or coordinate a refund per our Refund and Cancellation Policy. Replacement shipments are typically sent via expedited shipping.

State-Specific Notes

• Certain peptide preparations may be subject to state-specific regulations that affect availability or shipping. Product availability is confirmed during your physician consultation based on your state of residence.
• If a product becomes restricted in your state after you have placed an order, we will notify you and issue a refund for the affected item.
• New York State requires electronic prescribing for all prescriptions under the I-STOP program. Patients located in New York will have prescriptions transmitted electronically to the dispensing pharmacy.

Signature Requirements

Depending on the medication and shipping method, a signature may be required at delivery:

• Standard shipments: typically do not require a signature unless the value exceeds a carrier-imposed threshold
• Temperature-sensitive shipments: we may require a signature to ensure prompt acceptance and refrigeration. You may waive the signature in your account settings if your delivery environment supports it (for example, a secure climate-controlled lobby)
• Signature waiver: if you waive the signature requirement, you assume responsibility for the package upon delivery by the carrier

Contact Information

For questions about shipping, delivery, or order status:

• Email: support@getpepwell.com
• Patient portal: log in to view order status and tracking information

Related Policies

See our Refund and Cancellation Policy for details on damaged or wrong-item refunds, and our State Availability page for the current list of states where we operate.