Shipping Policy

Effective Date: [EFFECTIVE DATE]

This Shipping Policy explains how medications and related products ordered through onsavo.com are processed, packaged, and shipped. Onsavo is a self-pay telemedicine platform operated by [ONSAVO LEGAL ENTITY]. Onsavo is not a pharmacy and does not itself dispense medication. Independent, state-licensed providers affiliated with [AFFILIATED MEDICAL GROUP] review each patient's intake and, where clinically appropriate, issue a prescription. Prescribed medications are filled and shipped by our partner compounding pharmacy, [COMPOUNDING PHARMACY].

Please read this policy together with our Terms & Conditions, Privacy Policy, Refund & Cancellation Policy, and any program-specific information presented during checkout.

Orders Ship Only After Provider Approval and a Prescription

Placing an order and submitting payment on onsavo.com does not, by itself, result in a shipment. Submitting an order is a request for a telemedicine evaluation and, if appropriate, treatment.

A shipment is only created after all of the following occur:

You complete the health questionnaire and provide the requested information (which may include height, weight, BMI, medical history, and, for some programs, at-home CLIA lab results).
An independent state-licensed provider reviews your intake.
The provider determines that treatment is clinically appropriate and issues a prescription.
The prescription is transmitted to and accepted by the partner compounding pharmacy.

If a provider determines that a product is not appropriate for you, no prescription is issued and the medication does not ship. In that situation, any charges are handled in accordance with our Refund & Cancellation Policy and Terms & Conditions. A provider may also request additional information before making a decision, which can affect the timeline below.

Order Processing and Dispensing Times

Once a provider has issued a prescription and the pharmacy has accepted it, the pharmacy prepares your order before it ships.

Provider review: typically within [X] business days of a complete intake submission.
Pharmacy preparation and dispensing: typically [X] business days after the prescription is accepted. Compounded medications are prepared to order, which can add time compared with off-the-shelf products.

These are typical estimates, not guarantees. Processing times can be longer during periods of high volume, around holidays, when additional clinical review is needed, or when a compounded preparation requires extra preparation or quality steps.

You will receive an email notification when your order is accepted by the pharmacy and again when it ships, including tracking information where available.

Carriers and Transit Estimates

Orders are shipped by the partner compounding pharmacy using established shipping carriers, which may include the United States Postal Service (USPS), UPS, FedEx, or a specialty courier selected by the pharmacy based on the product and your location.

Standard transit: typically [X] business days after the order ships.
Temperature-sensitive and expedited shipments: the pharmacy may use expedited service to protect product quality; transit time depends on the carrier, service level, and destination.

Transit estimates are provided by the carrier and are not guaranteed. Weather, carrier delays, and other events outside our control can affect delivery timing.

Cold-Chain Handling and Signature on Delivery for Injectables

Some products, including certain compounded GLP-1 weight management medications, compounded NAD+ preparations, peptide programs, and other injectable medications, are temperature-sensitive and require special handling.

Temperature-controlled packaging. Temperature-sensitive medications are shipped in insulated packaging with cold packs or other cold-chain materials intended to keep the product within its required temperature range during transit.
Prompt refrigeration. When your shipment arrives, follow the storage instructions included with the medication. Refrigerate medications that require refrigeration promptly upon receipt.
Signature on delivery. Injectable and other temperature-sensitive shipments may require an adult signature on delivery. Please plan to receive your package, or arrange for someone to receive it, on the expected delivery day so it is not left unattended for an extended period.
Inspect on arrival. Check the packaging and the medication when it arrives. If the package appears damaged, if cold packs are fully thawed and the medication feels warm, or if anything looks wrong with the product, do not use it. Contact us right away at [SUPPORT EMAIL] (see "Lost, Delayed, or Damaged Shipments" below).

Compounded medications are not FDA-approved and have not been reviewed by the FDA for safety, effectiveness, or quality. Always follow the storage and handling instructions provided with your specific medication.

Where We Ship

Onsavo's services and shipments are available in most states, but not everywhere, and availability is not guaranteed at the state level for every product.

Whether we can serve you and ship to you depends on:

The state where you are located, which must be within [STATES SERVED];
Whether an independent provider is licensed in your state and able to evaluate and prescribe for you; and
Whether the partner compounding pharmacy holds the permits required to dispense and ship the specific medication to your state.

Because provider licensure and pharmacy permissions vary by state and by product, a particular program may be available in some states and not others. Please check eligibility for your state and the specific product during sign-up. We do not represent that we serve all 50 states.

We ship to residential and business addresses within the states we serve. We do not ship to P.O. boxes for temperature-sensitive or signature-required medications, and we do not ship internationally or to addresses outside the states we serve.

Free Shipping

When an order or subscription qualifies for free shipping, that means the standard shipping cost for that order is included in the price you see, with no separate shipping charge added at checkout.

Free shipping applies to:

Orders and subscription shipments within the states we serve; and
Standard shipping methods, including the temperature-controlled and signature-on-delivery handling used for eligible medications.

Free shipping does not cover:

Reshipment caused by an incorrect or incomplete address you provided;
Reshipment of a package returned to the pharmacy because delivery could not be completed (for example, no one was available to sign); or
Any optional expedited service you specifically request beyond the standard method, where such a service is offered.

Any applicable charges for these situations will be explained to you before they are applied.

Lost, Delayed, or Damaged Shipments

We want every shipment to arrive safely and on time. If something goes wrong, contact us promptly so we can help.

Delayed or not delivered. If your tracking shows no movement for an extended period, or your package is marked delivered but you cannot locate it, email [SUPPORT EMAIL] with your order number. We will work with you and the pharmacy and carrier to locate the shipment or arrange a replacement where appropriate.
Damaged or compromised on arrival. If the package is damaged, the cold-chain materials have failed, or the medication looks wrong, do not use the medication. Email [SUPPORT EMAIL] within 48 hours of delivery, and include your order number and, if possible, photos of the packaging and product. This helps us resolve the issue quickly and safely.
What we do. Depending on the situation, the pharmacy may arrange a replacement shipment of the same prescription to you. For your safety, a damaged or temperature-compromised medication cannot be reused or sent to anyone else.

Please report any shipping problem as soon as you notice it. Prompt reporting helps protect both the safety and the quality of your medication.

Address Accuracy Is Your Responsibility

You are responsible for providing a complete and accurate shipping address and for keeping it current. Please review your address carefully at checkout and update it in your account before your next monthly subscription shipment is prepared.

If a shipment is delayed, returned, or lost because of an incorrect, incomplete, or outdated address that you provided, you may be responsible for the cost of reshipping the order. We are not able to redirect a package once it has shipped, and temperature-sensitive medications cannot always be safely rerouted.

If you move or need to change your address, update it in your account or contact [SUPPORT EMAIL] as early as possible, and before your next billing and shipment date.

Medications Cannot Be Rerouted or Returned to a Different Patient

Each prescription is filled specifically for the individual patient for whom it was prescribed. For safety, legal, and quality reasons:

A medication shipped to one patient cannot be rerouted, transferred, resold, or shipped to a different patient, even within the same household.
A medication that leaves the pharmacy's control cannot be returned to inventory or re-dispensed to anyone else.
Returned, undeliverable, or refused medications are handled according to pharmacy and regulatory requirements, which generally means they cannot be reused.

Please never share your medication with anyone else. Compounded medications are not FDA-approved and have not been reviewed by the FDA for safety, effectiveness, or quality, and they are prescribed based on an individual evaluation of you.

Subscriptions and Recurring Shipments

Many Onsavo programs are offered as subscriptions that bill monthly at the same price at every dose. Each billing cycle generates a new shipment, subject to a valid, current prescription and continued eligibility.

To avoid being billed and shipped for the next cycle, cancel at least [X] days before your next monthly billing date. Cancellation and refund details are described in our Refund & Cancellation Policy and Terms & Conditions. Make sure your shipping address is current before each monthly shipment is prepared.

Questions and Contact

If you have questions about shipping, tracking, handling, or a problem with a shipment, contact our support team:

Email: [SUPPORT EMAIL]
Phone: [BUSINESS PHONE]
Mailing address: [BUSINESS MAILING ADDRESS]

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.