For Our Patients
Your Patient Guide
Everything you need in one place — how refills work, what happens after you pay, how to store your medication, and who to contact when something comes up.
Keep this bookmarked. Most questions patients email us are answered somewhere on this page, and you'll get an answer faster by finding it here than by waiting on a reply.
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Getting Started
How your first consult works
If you haven't had your first consult yet, choose the type that suits you. If you're already established with us, your next visit is a follow-up — see Follow-Up Consults instead.
New Patient E-Consult
- What It Is
- An asynchronous consultation completed through secure portal messages with a licensed provider. No required phone call or appointment.
- How It Works
- Complete the form. Your provider reviews your information and sends a consultation message through the patient portal. You'll get an email when it's ready, and you're welcome to reply directly to discuss your plan and ask questions.
- Best For
New Patient Phone Consult
- What It Is
- A live phone call with a licensed provider to build and discuss your treatment plan in real time.
- How It Works
- Complete the form to reach the scheduling link, then book a time that works for you, subject to availability.
- Best For
Refills & Med Requests
When to refill, and when a follow-up comes first
Before placing a refill, it's worth knowing whether a follow-up consult is required first — that decides which form you complete.
If a follow-up is needed, don't complete a Refill Request Form. Complete a Follow-Up E-Consult Form instead and your provider will take care of your refill with your consult. If you're eligible for a refill without a consult, the Refill Request Form is the right one.
When A Follow-Up Comes First
- Your First GLP-1 Refill
- When you start a GLP-1 for the first time, you get at least two months of treatment before a follow-up is required. On a monthly plan that means one refill after your initial prescription, with the follow-up due before the order after that. On a tier or extended plan your first order already covers that stretch, so the follow-up comes before your first refill. Either way, if you were already on the medication before joining us and provided documentation, you may be able to refill without one — unless your provider says otherwise.
- Brand-Name GLP-1
- If you were new to GLP-1 medications when you started, you may receive one refill after your initial prescription. A follow-up is required after that first refill so your provider can assess how you're responding.
- A New Type Of Medication
- Adding a hormonal medication or an oral weight-loss medication for the first time with us needs a new prescription, and a new prescription has to come from your provider. A refill request can't add something you haven't been prescribed before, so ask at your next consult or complete a Follow-Up E-Consult Form — even if you've been our patient for a while on something else.
- Your Provider Asked For One
- Your provider may set a follow-up sooner than the standard window when they want closer clinical monitoring. This is always discussed with you during your consult, so it won't be a surprise when you go to refill.
Consult Recency To Qualify
- How It's Measured
- Eligibility is based on the date your refill request is received. You need a consult within the applicable window below.
- Active Treatment
- Within the last 6 months.
- Maintenance Status
- Within the last 12 months.
- If Yours Has Lapsed
- Complete a Follow-Up E-Consult Form to bring it current. Your provider handles the refill as part of that consult, so you don't need to send a separate refill request.
How Long To Wait Between Orders
Counted from the date your last invoice was paid — the same day your confirmation email arrives. Full detail is in our refill and follow-up guide.
Ready To Reorder
If you meet the timing above and don't need a follow-up first, the Refill Request Form places your next order.
Wellness Medication Only
If you're ordering a wellness medication and nothing else — no GLP-1, no hormonal therapy — use this form instead.
Follow-Up Consults
Every 6 months, or every 12 on maintenance
Follow-ups are required every 6 months on active treatment plans, or every 12 months if you're on maintenance dosing. You can complete one electronically or by phone.
Follow-Up E-Consult
- What It Is
- An asynchronous follow-up through secure portal messages with your provider. No required phone call or appointment.
- How It Works
- Complete the Follow-Up E-Consult Form. A provider reviews it and sends a consultation message to your portal, and you'll get an email when it's ready.
- Best For
Follow-Up Phone Consult
- What It Is
- A live call with your provider to review your progress, talk through your plan, and ask questions in real time.
- How It Works
- Complete the Phone Follow-Up Consult Form first to receive the scheduling link. You can reschedule up until 24 hours before your appointment.
- Best For
Complete the Phone Follow-Up Consult Form before your appointment. Your provider may cancel the appointment if it hasn't been submitted beforehand — it's what they use to prepare for your visit.
Labs
Optional at-home biomarker testing
We offer at-home lab kits covering inflammation, hormone, metabolic and cardiovascular markers — from eight drops of blood, with results in three to five days.
Labs are optional, not required. We don't require bloodwork before you start medication, and your treatment plan isn't built from lab results. What labs do give you is objective information — a baseline to measure against, and a clearer picture of how your body is responding alongside the changes you can already feel.
- A kit ships to your homeInstructions and customer support are included inside.
- You collect eight drops of bloodA simple fingerstick, with step-by-step instructions.
- Mail the kit backA prepaid return label is in the box.
- Results in three to five daysYou get a results dashboard with recommendations based on your biomarkers.
- Review them with your providerUpload results on your next follow-up form for guidance, or request a dedicated provider lab review at any time.
Payments
Invoices, methods, pre-pay and refunds
All medication orders require full payment before processing begins.
Payments for medication orders are generally non-refundable, because processing starts as soon as payment is received. Our Terms and Policies have the full detail.
Making A Payment
- Two Ways To Pay
- Through the payment button on the invoice PDF emailed to you, or directly through the Invoices tab in the patient portal.
- Check Your Billing Details First
- Incorrect billing information will cause the payment to be rejected. You'll get a thank-you email once it processes successfully.
- Nothing Ships Until It's Paid
- No medication is sent until your invoice is paid in full, even if pre-payments are on file.
What We Accept
- Third-Party Payment Apps
- We have no affiliation with Affirm, Klarna, AfterPay or similar services. A debit card issued through one of those apps can be used at checkout, but setting up and managing that arrangement is entirely between you and them.
Pre-Pay
- What It Is
- Pay toward your next order before the invoice is issued, in $100 increments, as often as you like. You don't need an open invoice to send one.
- Where To Find It
- In the sidebar of your patient portal.
- How To Redeem
- Once your invoice is issued, email your invoice number and ask for an adjustment. Your pre-payment is applied to the balance due.
- Refunds
- Refundable by request within 180 days of purchase, minus a 5% card processing fee that isn't refundable. Once applied to an invoice, a pre-payment can't be refunded.
Good To Know
- There are no subscriptions and no recurring billing — you pay for a consult when you need one and for medication when you order it.
- Refills carry no consult fee and no provider fee. Between required follow-ups you're only paying for the medication.
- Pre-pay is a way to spread out the cost of a larger order ahead of time, not a requirement of any plan.
Order Processing
What happens after you pay
Processing begins immediately once payment is received. From payment to delivery generally runs 2 to 10 business days. Times vary by pharmacy, so check current pharmacy shipping times for the estimate that applies to yours.
- Payment receivedProcessing begins straight away. Nothing is needed from you.
- Confirmation email within 24 hoursThis confirms your order is in processing.
- Internal processing, 1 to 2 daysYou'll get a second email once your order has been submitted to the pharmacy. After that we have no further status updates until your tracking number posts.
- The pharmacy prepares your orderTiming is at the pharmacy's discretion and varies with their volume.
- Tracking email from FedEx or UPSSent directly by the pharmacy once the shipping label is created — typically 24 to 48 hours before delivery.
We don't have access to real-time pharmacy updates. If you haven't received a tracking email after 7 business days, email orders@lavenderskyhealth.com and we'll check on it.
What Can Cause A Delay
- High pharmacy volume
- Holidays
- Severe weather
- Weekend shipping freezes
Check Current Times First
We publish up-to-date pharmacy processing and shipping estimates, so you can see where things stand before getting in touch.
Shipping & Delivery
Tracking, address changes, and delivery problems
Medications ship directly from the compounding pharmacy via FedEx or UPS.
How Things Ship
- Refrigerated Medication
- Overnight or 2-day air, in insulated coolers with cold packs to keep cool.
- Non-Refrigerated Items
- Standard ground service — no cooler or cold packs needed for items like Ondansetron.
Check every package before you contact us. Supplies and non-refrigerated items can arrive separately from your main medication.
When It Arrives
- Inspect It Straight Away
- Check that everything is present, undamaged, and has been held at the right temperature.
- Reporting A Problem
- Issues must reach the pharmacy within 24 hours of delivery, with photos of everything received including all packaging.
Problems reported more than 24 hours after delivery may not be eligible for a resolution. Open and inspect your order as soon as it arrives, even if you're not due to use it yet.
Changing Your Address
Email orders@lavenderskyhealth.com as soon as you know, with your updated address.
Changing your address in the patient portal does not update your shipping address. Each order's address is pulled from your most recent consultation or refill request form, on an order-by-order basis. Emailing us directly is the only way to be sure it's changed before your order is processed.
If Something Is Wrong
- What To Do
- Once you've checked all the packaging, email orders@lavenderskyhealth.com with photos of everything you received. We'll tell you the next steps and advocate for you with the pharmacy.
- What We Can And Can't Do
- We aren't a direct party to the shipping transaction, so we can't unilaterally resolve it — but we will work with the pharmacy on your behalf for the best outcome available.
Storage & Safety
How to store and handle your medication
Proper storage keeps your medication safe and effective. These guidelines matter every single time.
Don't leave your medication in a hot car. If it ends up getting extremely hot, or if it becomes frozen, don't use it until you speak with the pharmacy for guidance. Our orders team can put you in touch — email orders@lavenderskyhealth.com.
GLP Medications
- Primary Storage
- Refrigerated at all times for the longest shelf life and best potency. Store upright, away from the freezer compartment.
- Travelling With It
- Keep it refrigerated as much as you can. Use an insulated cooler with ice packs, and never leave it in a hot car.
Keeping It Sterile
- Clean The Vial Top
- Wipe it with an alcohol wipe or isopropyl alcohol before and after every use. This is what prevents contamination.
- Don't Use It If It Looks Wrong
- Visible particles, cloudiness, or discoloration all mean stop. Contact the pharmacy if you have any concern about how your medication looks.
Poor storage shortens your medication's life and can compromise its safety. If you're ever unsure whether it got too warm in transit or in travel, ask the pharmacy before you use it.
Non-Refrigerated Medications
Items like Ondansetron, oral medications and other non-injectables belong in your medicine cabinet at room temperature. Don't freeze them or expose them to extreme heat or humidity.
Rx Summaries
Dosing, storage and side effects, per medication
Every medication and dose we offer has its own summary. They're the reference for using your medication safely.
What Each Summary Covers
- Dosing instructions and how to administer
- Your dose escalation schedule
- Storage guidelines
- Common side effects
- What to do if you miss a dose
- When to contact your provider
Use The Right One
Always refer to the summary for your current medication and dose. Don't follow dosing from a summary written for a different dose or formulation than the one you were prescribed.
If your summary doesn't answer a dosing question, message your provider directly through the patient portal.
Safety Information
GLP-1 risks, side effects, and compounded medication
GLP-1 receptor agonists can be highly effective for weight management. They are also powerful prescription medications, and this is worth reading properly before you start.
Your dose is something you and your provider decide together. These medications do have side effects, and your provider adjusts your plan around how you're actually doing. If your dose isn't working for you, message them rather than changing it yourself — that's what they're there for.
How They Work
Medications such as semaglutide (Wegovy®) and tirzepatide (Zepbound®) are approved for chronic weight management in adults. They mimic a naturally occurring hormone that regulates appetite, blood sugar and digestion.
- Common Side Effects
Compounded & FDA-Approved Options
- FDA-Approved Options
- Brand-name products like Wegovy® and Zepbound® have been evaluated and approved by the FDA for safety, effectiveness and quality.
- Compounded Options
- Compounded medications are prepared for you by a licensed compounding pharmacy. They offer doses that aren't commercially made, plus custom formulations and additives that can be tailored to you. Your provider talks through which fits you.
Serious risks include pancreatitis, gallbladder disease, kidney problems, and a potential risk of thyroid tumors. Severe abdominal pain, persistent vomiting, or any symptom that worries you needs to be evaluated in person — go to an urgent care, your primary care provider, or the nearest emergency room. Call 911 for anything severe or frightening.
As a remote practice we can't provide emergency or same-day in-person care, so please don't wait on a reply from us before getting seen. Message your provider as well, so what happened is on your record and they can factor it into your plan.
Compounded drugs have not been evaluated or approved by the FDA for safety, effectiveness or quality. We only send prescriptions to certified, licensed compounding pharmacies to minimize that risk.
We strongly recommend reading the full safety guide before beginning any GLP-1 therapy.
Injection Guide
Step-by-step instructions for injecting at home
Our guide covers everything needed to give yourself an injection confidently — including how to read your vial and work out how much medication you have left.
What It Covers
- The supplies you'll need
- How to read your vial and how much remains
- Choosing and rotating injection sites
- Preparing and giving the injection
- What to do afterward, and safe needle disposal
Before You Inject
- Confirm your doseCheck your Rx summary before drawing anything up.
- Clean the vial topAlcohol wipe, before and after every use.
- Inspect the medicationNo particles, cloudiness or discoloration.
- Clean your injection siteAbdomen, thigh or upper arm — let it dry fully first.
The guide covers technique; your Rx summary covers your dose. A common source of confusion is the concentration on the label — the strength in mg/mL is not the total amount of medication in the vial, and it isn't your weekly dose. The guide has a section on exactly this.
If you have any question or concern about administering your injection, contact your provider through the patient portal before injecting rather than after.
Patient Support
How to reach our team, and what they handle
Our support team handles everything outside your clinical care. Sending your request to the right place is the fastest way to get it resolved.
General Support
- support@lavenderskyhealth.com — include your full name and a clear description of the issue.
- Or Through The Portal
- Submit a request through the Patient Support tab.
- Response Time
- Allow 24 to 48 hours depending on volume. For urgent matters, put the word URGENT in the subject line so it gets prioritized.
- Support Handles
Anything About A Specific Order
Address changes, missing items and delivery problems go straight to orders@lavenderskyhealth.com, with photos where relevant.
- And If Something Goes Wrong With Us
- If you ever have a concern about an interaction with a member of our team, email admin@lavenderskyhealth.com and our administration will address it.
Clinical questions go to your provider, not support. Anything about your treatment plan, dosing, or side effects should be a portal message to your provider — the support team can't answer those.
Messaging Your Provider
What to send, and what to send elsewhere
You're welcome to message your provider at any time through the patient portal with questions about your treatment.
Message Your Provider About
- Your treatment plan or medications
- Dose changes or adjustments
- Side effects and clinical concerns
- Your lab results
- Any medical question about your care
Send These Somewhere Else
- Payment or invoice questions — support
- Order status or shipping — orders
- Injection technique — the injection guide
- Refill requests — the Refill Request Form
- General questions — support
Response times vary by provider. Messages are sent and received through secure messaging in the portal, and you'll get an email when your provider replies. For an urgent clinical concern, include the word URGENT so it can be prioritized.
Sending billing and shipping questions to your provider takes time away from clinical care — and it will usually get to the right person more slowly than if you'd emailed support directly.
The LSH Community
A private group for verified patients
A private, patient-verified Facebook group for connecting with others on a similar journey — sharing wins, asking questions, and finding support from people who understand it firsthand.
About The Group
- Who It's For
- Verified patients only. Membership is reviewed and approved by our team so the space stays safe and supportive.
- What's In It
- Success stories, progress updates, tips and peer support. Taking part is entirely voluntary.
- Privacy
- The group is private, and what's shared inside it stays inside it.
The Rules
- No asking for or giving medical advice of any kind
- No promotions, advertisements or spam
- No discussion of medication pricing or sales
- Don't share member content outside the group
- Be kind, courteous and respectful to every member
- Keep content relevant to the patient experience
Membership is reviewed before you're approved, so it may take a little time — we verify every request to keep the group patients-only.
Breaking the group rules can mean removal from the group, and in serious cases dismissal from the practice.
Mutual Respect
What you can expect from us, and what we ask of you
Our relationship with every patient rests on trust, honesty and mutual respect. We take that seriously, and we ask that you do too.
What You Can Expect From Us
Personalized care in a safe and supportive environment, from providers and staff who are here to guide you with professionalism, compassion and integrity.
- If Something Isn't Right
- If you ever have a concern about an interaction with our team, email admin@lavenderskyhealth.com so we can address it promptly. Your feedback is how we improve.
What We Ask Of You
- Accurate Information
- We rely on you to tell us the truth about your health so your provider can make good decisions. Information that's inaccurate or held back can put your safety at risk.
- Respectful Engagement
- We expect our staff and providers to be treated with respect and dignity. We're here to help you, and every interaction should reflect that partnership.
Inappropriate behavior, abusive language, or anything that disrupts the therapeutic relationship between a patient and their provider may result in dismissal from the practice.
Can't Find It Here?
Anything about your medication, dosing or symptoms goes to your provider in the patient portal. Anything about orders, billing or your account goes to our support team.
This guide is a general outline of our processes and is not medical advice. Everything here is subject to our Terms, Conditions, and Policies, and specific guidance always comes from your provider.