Overview
This article explains how long replacement orders take to be processed and dispatched, and when you should contact us for an update. Replacement orders may be issued for various reasons. If you are waiting for a replacement, this guide outlines expected timeframes and what to do next.
Use this guide to understand:
When a replacement order may be considered for your tablets
The mandatory image evidence required before a replacement can be approved
How replacement shipping methods, tracking updates, and daily cutoff times work
đ When a Replacement Can Be Considered
All replacement decisions are based on carrier confirmation, patient-provided evidence, and clinical safety requirements. Replacement orders are evaluated strictly on a case-by-case basis and may be issued under the following specific circumstances:
Shipping Issues: The order has been officially returned to sender, lost in transit, or marked as delivered by the carrier but was never received.
Damaged or Missing Items: The order arrives physically damaged or unusable, or a substantial amount of pills is missing from your package.
đˇ Mandatory Image Evidence for Damaged Items
If your order arrives damaged, you MUST supply clear photographic evidence. Without clear images of the damage, we are unable to provide further assistance, replacements, or refunds.
What the images must include:
The shipping label on the outside of the parcel.
The dispensing pharmacy label (showing your name, date, and medication details).
The product box or blister pack (showing the front, back, and the specific section with batch/expiry details).
The individual tablets held against a clear background.
The exact fault, broken or crushed pieces, or visible physical contamination.
How to submit your images:
Live Chat
Email
Important: Please do not dispose of the damaged packaging or medication until our team has confirmed the next steps, as we may need specific batch numbers or return the items for clinical investigation.
âąď¸ Shipping Methods & Daily Cutoff Times
Once a replacement order has been authorized and generated by our team, fulfillment follows strict carrier routes:
Shipping Methods: Replacement orders are shipped automatically via FedEx 2-Day delivery. However, if you originally purchased FedEx Overnight shipping on your initial order, your replacement will be upgraded to match that overnight method.
Daily Pharmacy Cutoff: The pharmacy schedules daily carrier pickups at approximately 3:30 PM â 4:00 PM EST. Any replacement requests submitted or finalized at or after this time will not begin processing until the following business day.
đŚ Tracking Updates & Expected Timeframes
Tracking Delivery: You do not need to submit multiple inquiries to check on your resupply status. The pharmacist will generate and send your official tracking information directly within your original support message thread within 24 hours of the replacement request being initiated.
Fulfillment Window: Standard internal approval and pharmacy preparation typically take 1â2 business days before handing the package over to FedEx.
When to Contact Support: Please allow 5 business days from your initial confirmation for the full fulfillment and transit window to clear. If you have not received your tracking information or package after 5 business days, please contact Customer Support for an update.
Need Further Support?
If you have additional questions regarding an unreceived shipment, missing pills, or a damaged package, please contact the RocketRx customer care team so we can evaluate your order details.