Where Your Order Is, And What Happens Next.
Shipping timelines, tracking, what to check when the box arrives, and how to reorder. Most questions are answered somewhere on this page.
The clock starts the day your order is placed.
No updates are available from the pharmacy during this stage.
Your tracking number is emailed, roughly 24–48 hours before delivery.
Inspect it right away and refrigerate anything that needs it.
from the date the order is placed — it varies by pharmacy, so check current estimates by pharmacy.
What Affects Your Timeline
The range above is the usual span. A few things move it, and a few things are worth knowing before you email us to ask.
What Can Add Time
Invoices paid outside business hours, on a weekend, or near a holiday can add 1–2 days. Pharmacy stock and your specific dose also play a part, which is why the range is a range.
Brand-name medication ships on its own timeline, generally around 7–10 business days.
Tracking
Your tracking number is sent once the shipping label is created, which is usually 24–48 hours before delivery. Until that label posts, there is nothing to report — we have no updates from the pharmacy either.
If you have not received tracking within 7 business days of placing your order, email orders@lavenderskyhealth.com and we will check on it.
Changing Your Shipping Address
Updating your address in the patient portal does not change where your order ships. If your address has changed since your consult form, email orders@lavenderskyhealth.com as soon as you can — that email is what actually updates it.
Check The Box Before You Break It Down
Two minutes here saves most of the problems we end up helping with later.
Check Everything Arrived
Compare what you received against your invoice and your Rx summary. Everything on the invoice should come in one delivery.
Refrigerated medication may be packed separately from supplies and non-refrigerated items such as BioBoost, so look through all the packaging before you throw anything out.
Storing It
Per the pharmacies, refrigerated medication is safe at room temperature for up to 21 days, and in hot temperatures for up to 5 days.
So a delayed delivery is usually fine — just get it into the fridge as soon as it reaches you.
Something Wrong? Notify Us Immediately
If anything is damaged, missing, or not what you expected, the pharmacy must be notified within 24 hours of delivery. That window is set by the pharmacy, not by us, and it is difficult to resolve anything after it closes.
Email orders@lavenderskyhealth.com within that 24 hours with a description of the problem and photos of:
- Everything you received, laid out
- The outer packaging, including any cold packs
- The packing slip — this one is the most commonly forgotten and the pharmacy will ask for it
Dosing, Vial Sizes & How To Inject
Rx Summaries
Dosing instructions, vial sizes, what should be in your order, how the medication works and its side effects — all by medication and dose.
Self-Injection Guide
Step-by-step instructions for giving yourself an injection, plus a section on how to read your vial and work out how much medication it holds.
Before You Ask “Did I Get Enough?”
The strength printed on your vial in mg/mL is a concentration. It is not the total amount of medication in the vial, and it is not your weekly dose. A vial can read 10mg/mL and hold considerably more than 10mg.
The Read & Verify Vials guide walks through the arithmetic. It is worth two minutes before emailing — it is the single most common question we get, and the answer is almost always that the right amount arrived.
When To Reorder
Shipping times vary by pharmacy, so give yourself a buffer rather than ordering on your last dose.
Reorder at least two weeks before your last supplied dose so a slow week does not leave you without medication.
These three have shorter beyond-use dates, so ordering too early means a tighter expiration window on what arrives. Aim closer in for these.
If You Still Need Us
Who To Email
- Order and shipping problems — tracking, address changes, damaged or missing items: orders@lavenderskyhealth.com
- Everything else — your account, visits, invoices, general questions: support@lavenderskyhealth.com, or the Patient Support tab in the portal
- For anything time-sensitive, put Urgent in the subject line
We aim to reply as quickly as we can, and average under 24 hours. Replies are slower outside normal business hours.
Medical Concerns Are Different
This page and these inboxes are for orders. If you are having a symptom that worries you, do not wait on an email reply — get evaluated in person at urgent care, your primary care provider, or an emergency room. Since we are a remote practice, we can’t provide emergency or same-day in-person care, as your provider won’t be available every day. Message us as well so it is on your record, but get seen first.
The Community Group
All patients are welcome in the LSH Community group on Facebook, for peer support and content we don’t post anywhere else. Join the group.
Everything Else You Might Need
Patient Portal
Provider messages, follow-up and refill forms, invoices, and your Patient Support tab.
Open The PortalSelf-Injection Guide
In-depth instructions for subcutaneous and intramuscular injection, plus reading and verifying your vial.
Open The GuideRx Summaries
One page per medication: vial sizes and amounts, dosing instructions, how it works, and side effects.
Browse SummariesPatient Guide
The full handbook on how care works end to end — the comprehensive resource for our processes.
Open The GuideReady For Your Next Order?
If you do not need a consult, a refill request takes a couple of minutes.
Request A RefillShipping estimates are averages, not guarantees — actual times depend on the pharmacy filling your order, your dose, and current stock.