Contact Us

Effective Date: [EFFECTIVE DATE]

We're here to help. This page explains the best ways to reach [ONSAVO LEGAL ENTITY] for questions about your account, orders, billing, shipping, technical issues, and privacy requests. Please review the sections below so your message reaches the right team and we can respond as quickly as possible.

Onsavo (onsavo.com) is a self-pay telemedicine platform operated by [ONSAVO LEGAL ENTITY]. Onsavo is not a medical practice and is not a pharmacy. Independent, state-licensed providers affiliated with [AFFILIATED MEDICAL GROUP] review patient intake through telemedicine and, where clinically appropriate, prescribe at their sole discretion. Prescribed medications are dispensed by our partner compounding pharmacy, [COMPOUNDING PHARMACY]. Because of this structure, some kinds of questions are best handled through your patient portal rather than general support, as described below.

Medical Emergencies

If you are experiencing a medical emergency, call 911 or go to the nearest emergency room immediately.

Onsavo support channels are not monitored around the clock and are not for urgent or emergency medical needs. Do not use the contact form, email, or phone line to report an emergency. If you are having thoughts of harming yourself or others, call or text 988 (the Suicide and Crisis Lifeline) or call 911.

Clinical and Prescription Questions

If you have already completed a consultation and have a question for your provider about your treatment, dosing, side effects, or your prescription, please send your message through the secure messaging feature in your patient portal. Clinical questions are routed to the care team affiliated with [AFFILIATED MEDICAL GROUP] and are handled through the portal after your consultation so that your provider can respond with your medical record in front of them.

General support staff cannot give medical advice, change a prescription, or answer clinical questions. Prescribing and any changes to treatment are made by a licensed provider at their sole discretion and require a consultation. If your question is clinical, using the patient portal is the fastest and safest way to get an answer.

For anything that is not urgent and not clinical, the contact options below are the right place to start.

How to Reach Customer Support

Our support team can help with orders, shipping and tracking, billing and subscriptions, account access, website or technical issues, and general questions about how Onsavo works.

• Support email: [SUPPORT EMAIL]

This inbox is monitored during the support hours listed below. Please include your name and, if your question is about an order, your order number so we can find your account quickly.

• Phone: [BUSINESS PHONE]

Available during support hours. If you reach us outside of those hours, please leave a message or use email and we will follow up.

• Mailing address:

[ONSAVO LEGAL ENTITY] [BUSINESS MAILING ADDRESS]

Please do not include sensitive medical information or full payment card numbers in email or postal mail. For anything involving your health information, use the secure patient portal.

Privacy, Data, and Your Rights

For questions about this site's privacy practices, or to make a request about your personal information (such as a request to access, correct, or delete data, or to opt out where applicable), contact our privacy team:

• Privacy and rights email: [PRIVACY EMAIL]

Please see our Privacy Policy for details on what information we collect, how it is used, and how to exercise your rights. To protect your account, we may need to verify your identity before acting on a privacy request.

Support Hours

Our support team is generally available:

• Monday – Friday: [X] a.m. to [X] p.m. [GOVERNING-LAW STATE] time
• Saturday – Sunday and major holidays: Closed

Messages received outside these hours are answered on the next business day, in the order received. (Replace these placeholder hours with your actual support hours before publishing.)

Use Our Contact Form

The contact form on onsavo.com is the easiest way to send a non-urgent, non-clinical message to the support team. When you use the form, you will be asked to provide:

• Name – so we know who we're helping.
• Email address – the best email to reach you; please use the email associated with your account when possible.
• Message – a description of your question or issue. The more detail you include, the faster we can help.
• Order number (optional) – if your message is about a specific order, adding the order number helps us locate it right away.

Please do not include diagnoses, lab results, full medication details, or payment card numbers in the contact form. For health-related questions, use the secure patient portal so your information stays protected and reaches the right team.

When to Expect a Reply

We aim to respond to emails and contact-form submissions within [X] business days. During periods of high volume, around holidays, or when a question needs additional review, replies may take a little longer. Phone calls placed during support hours are typically answered the same day, and voicemails are returned on the next business day.

To help us respond faster, please send your message from the email on your account and include your order number when your question is about an order.

Choosing the Right Channel at a Glance

• Medical emergency: Call 911 (or 988 for a mental health crisis). Do not use Onsavo support.
• Clinical or prescription question (after a consultation): Secure messaging in your patient portal.
• Orders, shipping, billing, subscriptions, account, or technical help: [SUPPORT EMAIL] or [BUSINESS PHONE].
• Privacy requests or questions about your data: [PRIVACY EMAIL].
• Postal mail: [ONSAVO LEGAL ENTITY], [BUSINESS MAILING ADDRESS].

Onsavo is a self-pay telemedicine platform operated by [ONSAVO LEGAL ENTITY]; it is not a pharmacy or a medical practice. Treatment is provider-guided, requires a consultation, and any prescription is issued by an independent licensed provider at their sole discretion. Results vary. Some products offered through Onsavo are compounded. Compounded medications are not FDA-approved and have not been reviewed by the FDA for safety, effectiveness, or quality.

This is a template for [ONSAVO LEGAL ENTITY]; have qualified counsel review before publishing.