FAQs
Payment & Prescription
Is my payment information secure?
Yes. MedicLab uses secure payment processing to help protect your payment information. Card details are handled through encrypted payment systems, and MedicLab does not use your payment information for any purpose other than approved billing related to your account, consultation, membership, or treatment plan.
Does payment guarantee that I will receive medication?
No. Payment does not guarantee that a prescription will be approved, dispensed, or shipped. All prescription treatments require review by a licensed provider and are only prescribed when medically appropriate.
If your prescription is not approved, the medication portion of your order will be refunded. However, the doctor consultation fee is non-refundable because the medical review service has already been completed.
Who decides if treatment is right for me?
A licensed healthcare provider decides whether treatment is appropriate for you.
After you complete the MedicLab intake quiz, your health information is reviewed by a licensed provider. They may consider factors such as your medical history, current medications, allergies, health conditions, weight-management goals, and overall eligibility.
MedicLab does not make medical decisions and does not guarantee that a prescription will be approved. If the provider determines that treatment is appropriate, they may issue a prescription and send it to a licensed pharmacy partner for fulfillment.
If treatment is not appropriate for you, the provider may deny the prescription or recommend another option. In that case, the medication portion of your order may be refunded, but the doctor consultation fee is non-refundable once the medical review has been completed.
All treatment decisions are made based on the provider’s independent medical judgment and applicable clinical requirements.
Who prepares and ships my medication?
If your prescription is approved by a licensed provider, your medication is prepared, compounded, dispensed, and shipped by licensed pharmacy partners in the United States.
MedicLab does not manufacture, store, dispense, or ship prescription medications directly. Our role is to support the telehealth process, patient onboarding, order coordination, and communication between you, the provider, and the pharmacy.
Once your prescription is approved, the licensed pharmacy reviews the order, prepares the medication when appropriate, and ships it directly to your address. Tracking information will be provided once your order ships.
Please note: compounded medications are prepared by licensed pharmacies when permitted by law and prescribed by a licensed provider. They are not FDA-approved and are only provided when medically appropriate.
Track Order
How can I check the status of my order?
You can check your MedicLab order status in a few ways:
1. Check your email
After your order is placed, MedicLab may send confirmation and status update emails. You may also receive updates when your intake is reviewed, prescription is approved, pharmacy processing begins, or tracking becomes available.
2. Log in to your MedicLab account
Go to your patient portal or account dashboard and check your order status under your account/order section.
3. Use your tracking number
Once the pharmacy ships your order, you may receive a tracking number by email, SMS, or through your account. Use the tracking link to follow delivery updates.
4. Contact MedicLab support
If you cannot find your order status, contact our support team with your order number and email address.
Please note: prescription orders only move to pharmacy processing after licensed provider review and approval.
What should I do if my tracking hasn’t updated?
Tracking updates can take up to 24–48 hours after the pharmacy creates the shipping label or hands the package to the carrier.
If your tracking has not updated:
1. Wait 24–48 hours
Sometimes the tracking number is created before the carrier scans the package.
2. Check your email and MedicLab account
You may receive pharmacy or shipping updates by email, SMS, or through your patient portal.
3. Contact the carrier
Once the package is in transit, the carrier may have the most recent delivery information.
4. Contact MedicLab support
If tracking has not updated after 48 hours, contact our support team with your order number and email address.
Please note: shipping begins only after provider approval and pharmacy processing are complete.
Orders & Shipping
Can I modify or cancel my order after placing it?
You may be able to modify or cancel your order before it has been reviewed, processed, or sent to the pharmacy.
Before processing:
Contact MedicLab support as soon as possible if you need to change your shipping address, update information, or request a cancellation.
After provider review or pharmacy processing begins:
Once your order has been approved, sent to the pharmacy, processed, or shipped, changes or cancellations may no longer be possible.
Prescription orders:
Because prescription treatments require licensed provider review and pharmacy fulfillment, cancellations depend on the status of your medical review and pharmacy processing.
Refund note:
If your prescription is not approved, the medication portion may be refunded. The doctor consultation fee is non-refundable once the medical review has been completed.
How long does shipping usually take?
After your prescription is approved and the pharmacy finishes processing your order, shipping usually takes 3–7 business days.
Please note that pharmacy processing typically takes 1–3 business days after provider approval before the order is shipped. Total timing may vary depending on provider review, pharmacy volume, medication availability, state requirements, weekends, holidays, and carrier delays.
You will receive tracking information once your order ships.
Payment & Store Credit
How does Store Credit work?
1. What Store Credit Is
- Store credit is a prepaid balance issued by a store that you can use to pay for future purchases.
- It’s usually given as a refund when you return an item, or as a gift from the store.
- Store credit is not the same as cash, but it acts like money within that store or platform.
2. How to Use Store Credit
- At checkout, select “Store Credit” as a payment option.
- The order total will be deducted from your store credit balance.
- If your order exceeds your store credit, you can pay the remaining balance with another payment method (card, digital wallet, etc.).
- Some stores allow you to combine store credit with promo codes or discounts, but check the store’s rules.
3. How Store Credit Is Issued
- Returned items: If you return a product, the store may offer store credit instead of a cash refund.
- Promotional offers: Sometimes stores give store credit as part of a promotion, loyalty reward, or gift card redemption.
- Cancelled orders: If your order is canceled after payment, some stores issue store credit instead of refunding the original payment method.
What payment methods do you accept?
We accept all major credit cards, PayPal, Apple Pay, and popular digital wallets, making checkout fast and secure. All payments are encrypted to ensure a safe shopping experience for parents.
Returns & Refunds
What is your returns and refunds policy?
MedicLab offers refunds for eligible orders within 14 days of purchase, depending on the status of your order.
If your prescription has not been approved, processed, or sent to the pharmacy, you may request a cancellation or refund.
If your prescription is not approved by the licensed provider, the medication portion of your order will be refunded. The doctor consultation fee is non-refundable once the medical review has been completed.
Once medication has been approved, dispensed, shipped, or delivered, it generally cannot be returned or refunded for safety and regulatory reasons.
To request a refund, please contact MedicLab support within 14 days with your order number and account email.
How does Store Credit work?
Store Credit is a credit added to your MedicLab account that can be used toward eligible future purchases, services, or treatment-related charges.
Store Credit may be issued for approved refunds, order adjustments, promotions, or customer support resolutions. It is not cash, cannot be transferred, and may not be withdrawn to a bank account.
Please note: Store Credit does not guarantee prescription approval. All prescription treatments still require review and approval by a licensed provider. Doctor consultation fees are non-refundable once the medical review has been completed.
Account Info
Do I need an account to place an order?
No. You do not need to create an account before starting.
After you complete the MedicLab intake quiz, your account is created automatically. Your patient portal access will be sent to you by email or SMS, and you can log in securely using a one-time password (OTP).
Through your portal, you can view your intake status, provider review updates, order details, tracking information, and treatment-related communication.
How can I manage my subscription?
You can manage your MedicLab subscription through your patient portal after your account is created.
From your portal, you can review your plan, update payment details, manage upcoming renewals, request changes, or contact support for cancellation assistance.
Please note: subscription billing does not guarantee prescription approval, refill approval, or medication shipment. All prescription treatments and refills require licensed provider review and clinical eligibility. To avoid being charged for the next cycle, subscription changes or cancellation requests should be made before your next renewal date.