Shipping & Returns
Patient Pass Shipping & Return Policy
Effective date: 12/16/2024
Patient Pass by WellMend Rx (“Patient Pass”) is a coordination and communication platform that connects prescribers and patients with independently licensed compounding pharmacies. Patient Pass does not compound, dispense, ship, or receive medications. All medication fulfillment, shipping, delivery, and return policies are solely managed by the partner pharmacies.
By using the Patient Pass platform, all users acknowledge and agree to the following:
Patient Pass Does Not Ship Medications
Patient Pass does not:
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Ship medications
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Package medications
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Store medications
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Arrange courier services
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Accept returned products
All medications are shipped or dispensed directly by the independent pharmacy fulfilling the prescription.
Pharmacy-Specific Shipping Policies Apply
Each partner pharmacy has its own shipping policies based on:
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Carrier selection (e.g., USPS, UPS, FedEx)
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Shipping speed options
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Cold-chain requirements
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State regulations
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Compounding timeframes
Shipping timelines are estimates provided by the pharmacy and may vary based on inventory, prescription verification, and compounding complexity.
Patient Pass does not guarantee delivery dates or shipping carrier performance.
Shipping Fees
Shipping fees are determined by and paid directly to the pharmacy.
Fees may vary depending on:
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Delivery method
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Packaging requirements
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Distance and location
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Refrigerated packing needs (if applicable)
Patient Pass does not collect or process any payments related to shipping.
Order Processing & Fulfillment
Once a prescriber submits a prescription through Patient Pass:
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The selected pharmacy receives the order.
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The pharmacy reviews and verifies the prescription.
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The pharmacy compounds the medication (if applicable).
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The pharmacy ships the medication directly to the patient.
Any questions regarding prescription status, compounding time, or shipment updates must be directed to the pharmacy fulfilling the order.
No Returns or Exchanges on Medications
Due to state and federal regulations governing prescription medications:
All compounded medications are FINAL SALE and cannot be returned or exchanged.
This applies to:
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Unopened medications
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Opened medications
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Incorrect patient orders
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Medications no longer needed
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Medications delayed in shipping
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Medications damaged after delivery
Once a medication leaves the pharmacy, it cannot legally be reused or restocked.
Damaged or Incorrect Orders
If a medication arrives:
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Damaged
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Leaking
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Incorrect
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Compromised during transit
Patients must contact the dispensing pharmacy directly.
Pharmacies will determine whether replacement, credit, or reshipment is appropriate, based on their internal policies.
Patient Pass does NOT handle:
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Medication replacement
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Product claims
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Damage disputes
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Shipping carrier investigations
Lost or Delayed Shipments
Carrier delays or lost packages must be reported to the pharmacy, which may initiate a claim with the shipping carrier.
Patient Pass is not responsible for:
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Carrier performance
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Lost packages
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Incorrect addresses provided by patients
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Weather-related disruptions
Temperature-Sensitive Medications
Some compounded medications require:
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Refrigeration
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Insulated packaging
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Ice packs
The pharmacy determines proper packaging to ensure temperature control during transit.
Patients should retrieve and store delivered medications promptly.
International Shipping
Unless explicitly stated by the pharmacy, most partner pharmacies ship within the United States only.
Regulations may prohibit certain medications from crossing state or international borders.
Check with the pharmacy for shipping eligibility.
Contact Information
For questions about:
Shipping, delivery, or product issues → Contact the dispensing pharmacy.
Prescription questions → Contact your prescriber.
Platform or coordination issues → Contact Patient Pass support:
Acknowledgment
By using the Patient Pass platform, patients and prescribers acknowledge that all shipping, delivery, and return matters are exclusively managed by the partner pharmacies, and not by Patient Pass.