Overview
Use this article to understand why an order may not be approved, what factors a licensed prescriber considers, what happens to your payment if treatment is not approved, and whether you can try again.
Completing your consultation and placing an order starts the clinical review process. Placing an order does not mean you have been approved for treatment, and there is no guarantee that a prescription will be issued. Every order is reviewed by a licensed prescriber to determine whether treatment is safe and appropriate for you.
Use this article when you want to:
Understand why a prescriber may find you unsuitable for treatment.
Check whether age, medical history, current medications, or missing information affected your order.
Find out what happens to your payment if your order is not approved.
Understand whether you can place another order after being found unsuitable.
Common Reasons You May Be Found Unsuitable for Treatment
A licensed prescriber reviews the information provided during your consultation before deciding whether treatment can be prescribed safely.
The most common reasons an order may not be approved are explained below.
Age Requirements
Treatments have age limits based on safety requirements.
You must be over 18 years old to use RocketRx. Individual treatments also have their own upper age limits:
Generic erectile dysfunction (ED) medication: available to patients aged 18 to 85.
Compounded chewable ED treatment: available to patients aged 18 to 75.
Hair loss treatment: available to patients aged 18 to 65.
If your age falls outside the permitted range for the treatment you requested, a prescriber will not be able to approve the treatment.
Your Medical History or Current Medications
A prescriber reviews the health information you provide during your consultation, including your medical history and any medications you are currently taking.
A prescriber may decide they cannot safely treat you online if:
The requested treatment could interact with a medication you currently take.
Your medical history includes a condition that requires in-person medical care or assessment.
If online treatment is not considered appropriate, your care may be better handled by a doctor who can examine you in person.
We Could Not Reach You for More Information
A prescriber may need additional information before deciding whether treatment is appropriate.
If we cannot reach you to obtain the required information, your order cannot be completed.
To help avoid this:
Check that the email address on your account is current.
Check that the phone number on your account is current.
Monitor your email inbox for messages.
Check your spam or junk folder in case a message has been filtered.
What Happens to My Payment?
If your order is not approved, you will be notified and refunded in full.
Can I Try Again?
Sometimes you may be able to try again, particularly if your order was not approved because information was missing.
Before placing another order:
Contact the Customer Care team.
Ask Customer Care to check why your previous order was not approved.
Confirm whether placing a new order is appropriate before paying again.
Contacting Customer Care first can help prevent you from paying for another order that would be rejected for the same reason.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available