Orders & Shipping
Something's Wrong With My Order
Late, never turned up, or arrived damaged. Find your situation below — each one has a clear next step.
How Your Order Moves
Knowing which stage your order is in tells you who can still help — and after a certain point, that changes.
You Pay Your Invoice
Nothing is sent to the pharmacy until your invoice is paid. Up to this point, we can still change almost anything.
We Submit To The Pharmacy
Your order goes to the pharmacy for fulfillment. From here, changes are difficult and not guaranteed.
The Pharmacy Ships It
Once it ships, the pharmacy and carrier control delivery. We can help you reach them, but we can't reroute a package.
The short version: before you pay, we can fix almost anything. After you pay, we'll try. After it ships, only the pharmacy can.
When To Tell Us It Hasn't Come
Check Your Pharmacy's Window First
Every pharmacy we work with has its own estimated shipping time, so there's no single number that applies to everyone. Look up the pharmacy filling your order:
Pharmacy Shipping TimesIf you're on the last day of that range — or past it — email us. Before that point, we usually can't tell you anything your tracking doesn't already say.
Once you've reached it, our orders team can do things you can't: verify the submission actually went through, confirm the status on the pharmacy's side, and connect you with them directly when that's what it takes.
orders@lavenderskyhealth.comRunning low while you wait? Message your provider through the portal rather than the orders team. Whether to adjust timing or skip a dose is a clinical call, not an order one.
Marked Delivered, But Not Here
Stolen, Lost, Or Left Somewhere Else
Email the orders team with what happened. Include as much of this as you have — it's what lets us open a case with the carrier or pharmacy without going back and forth first:
- Your tracking number, and the delivery confirmation if the carrier marked it delivered
- The date and time it was supposedly delivered
- Where the carrier says it was left, if their notes say
- Whether you've already checked with neighbors, a front desk, or a mail room
Damaged, Incorrect, Or Missing Items
This covers broken or damaged vials, the wrong medication or amount, and missing supplies.
Email us within 24 hours of delivery. The pharmacy requires notification within that window, so a problem reported later can be much harder for them to resolve. If you spot anything wrong, send it the same day rather than waiting until you've worked out exactly what happened.
Photograph Everything Before You Email
This is the single thing that gets these resolved fastest. Send detailed photos of everything you received — not just the damaged item.
- The shipping box, inside and out, including any labels
- The cold packs and insulation as you found them
- Every vial or pen, including the labels showing medication name, strength, and quantity
- All supplies received — syringes, alcohol pads, sharps container
- The packing slip that came in the box
- Anything that looks broken, leaking, cracked, or thawed
Start your subject line with this word so it gets picked up first:
URGENT
orders@lavenderskyhealth.comDon't use medication you think is damaged. If vials arrived warm, cracked, leaking, or look wrong in any way, set them aside and email us before your next dose rather than after it.
What Makes This Go Faster
Whatever the problem, one email with photos and your tracking number gets resolved faster than several without them. Send everything at once rather than as you find it, and keep it to a single thread so nothing gets split across inboxes.
Orders can only be discussed with the patient on the account. For anything clinical — a dose question, a side effect, or whether to adjust timing while you wait on a delayed shipment — message your provider through the patient portal instead.