If you've just been charged for an order you don't want, timing matters. Here's exactly what can be stopped, and when.
Canceling in the portal does not stop an order that's already placed
Cancel Treatment in your patient portal ends your plan and stops future refills. It takes effect as soon as you confirm it.
It does not pull back an order that has already been paid for and sent to the pharmacy. That's a separate request, and it's time-sensitive.
If you want both stopped, do both: cancel the plan in the portal, and message us about the specific order.
Canceling in the portal does not notify our team about a specific order. If you need an order stopped, you have to message us as well — the portal step alone won't reach anyone.
What can be stopped, by stage
Order placed, prescription not yet sent to the pharmacy — we can cancel the full order. Contact us as soon as you can.
Prescription sent to the pharmacy, not yet shipped — contact us right away with your order number. We'll check whether it can still be pulled. We can't promise it, and we'll tell you either way.
Already shipped — we aren't able to stop or redirect a shipment once it has left the pharmacy, and we can't accept returns of prescription medication for reuse or resale, so a shipped order can't be refunded. We can still make sure nothing further goes out.
If you're not sure which stage your order is at, just ask — we'll check and tell you.
How to reach us fastest
Email [email protected] with the subject line Cancel order #[your order number], or reply in the chat.
Our care team is available Monday–Friday, 9:00 AM–6:00 PM EST. Messages sent outside those hours are picked up the next business morning.
Put your order number and the word cancel in your first message. That's what gets it flagged and worked first.
How to know it actually went through
Your cancellation is complete when you can see it in the patient portal or you've received a confirmation email. If you have neither, assume it hasn't gone through yet and reach out to us.