Overview
Use this article to understand delivery times, packaging, address changes, PO Box delivery, tracking, and what to do if your order is lost, damaged, incomplete, or returned to sender.
Orders are sent in plain, unbranded packaging. Delivery times depend on the shipping method selected at checkout and begin from the date your order is dispatched, not the date you place the order.
Use this article when you want to:
Check how orders are packaged.
Understand estimated USPS and FedEx delivery times.
Find out whether delivery instructions can be added.
Change the delivery address for a one-off order or subscription.
Check whether RocketRx delivers to PO Boxes or APO addresses.
Track a dispatched order.
Report an order that is missing, lost, damaged, incomplete, or returned to sender.
How Is My Order Packaged?
Orders are always sent in plain, unbranded packaging.
There is nothing on the outside of the package that identifies what is inside or who the package is from.
How Long Does Delivery Take?
Delivery time depends on the shipping method you choose at checkout:
USPS First Class: 2 to 5 business days, including Saturday delivery.
FedEx 2Day: 2 business days.
FedEx Priority Overnight: next business day.
Your order must complete identity checks and clinical review before it can be dispatched.
These delivery estimates begin after your order has been dispatched, not when you place the order.
Can I Add Delivery Instructions?
You cannot add delivery instructions to an order or pass special delivery notes to the carrier.
This means we cannot add instructions such as:
A gate code.
A preferred safe place.
Other delivery notes for the carrier.
At checkout, choose the shipping method that works best for you and use a delivery address where someone can receive the package if necessary.
Can I Change My Delivery Address After Ordering?
The process depends on whether you placed a one-off order or have an active subscription.
One-Off Orders
If your one-off order has not shipped yet:
Contact Customer Care.
Ask to update the delivery address.
For future one-off orders, enter the new delivery address at checkout.
If you do not currently have an order in progress, simply enter the new address the next time you place an order.
Subscription Orders
To update the delivery address for an active subscription:
Sign in to your account.
Open your account dashboard.
Go to My Subscriptions.
Update your delivery address.
Changing Your State or ZIP Code on a Subscription
If you need to change the state or ZIP code for an active subscription, contact us instead of changing it yourself.
A change of state can affect which treatments we're able to send to you.
Do You Deliver to PO Boxes?
Yes, we can deliver to PO Boxes using USPS.
FedEx does not deliver to PO Boxes. If your delivery address is a PO Box, choose USPS at checkout.
If you select a FedEx service for a PO Box address, your order will be held until we can resolve the delivery method with you.
We can also deliver to APO addresses.
How Do I Track My Order?
Tracking is available from your account dashboard. We will also email your tracking details as soon as your order is dispatched.
What Should I Do If Tracking Says Delivered but I Have Not Received My Order?
If tracking shows that your order has been delivered but you cannot find it:
Check around your property.
Check with your neighbours.
Check with anyone else at the delivery address who may have received the package.
If the package still cannot be found, contact Customer Care.
We will confirm the address the order was sent to and arrange a replacement.
What Should I Do If Tracking Has Not Updated or Says My Package Is Lost?
If your tracking has stopped updating or the carrier reports that the package is lost:
Contact our Customer Care team.
Provide your order reference number.
If the carrier has lost the package, we will arrange a replacement. You do not need to contact or chase the shipping carrier yourself.
What Should I Do If My Order Arrived Damaged or Something Was Missing?
If your order arrives damaged or incomplete, contact Customer Care and explain what arrived and what was missing or damaged.
If an item is damaged:
Keep the packaging.
Take a photo of the damaged item and packaging if possible.
Contact Customer Care with the details.
Providing a photo can help us arrange a replacement more quickly.
What Should I Do If My Order Was Returned to Sender?
Orders are usually returned to sender because there is a problem with the delivery address or because the carrier could not complete delivery.
If your order is returned to sender:
Contact Customer Care.
Confirm the correct delivery address.
We will arrange to send the order again.
If the original order was sent to an address that was entered incorrectly, we may not be able to provide a replacement free of charge.
Always double-check your delivery address at checkout before placing an order.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available