The vast majority of deliveries arrive on time and in great condition — but if something goes wrong, here's what we do.
If your delivery is delayed
- Check your tracking email first — the courier sometimes updates faster than us
- If tracking shows no movement for more than 24 hours after the expected delivery date, contact us
- We'll open an investigation with the courier
If your delivery is officially lost
Once the courier confirms a parcel is lost (usually after 3–5 working days of investigation), we will:
- Arrange a replacement dispatch at no cost to you
- Prioritise it for next available dispatch
- Email you confirmation and new tracking
If tracking says delivered but you haven't received it
- Check with neighbours and any safe places (porch, garage, behind a bin)
- Look at the delivery photo if the courier provided one
- If still missing after 24 hours, contact us
- We may ask you to confirm in writing that the parcel wasn't received, and we'll then investigate with the courier
If you're running low and need treatment urgently
Let us know — depending on where you are in your dose cycle, your clinical team may give you guidance on missing a single dose vs needing emergency dispatch.
Still need help? Get in touch with our team and we'll be straight back to you.