Overview
Use this article to understand when you can cancel an order, how refunds are processed, what account credit is, how to cancel a subscription, and how to request a receipt or invoice.
If an order is cancelled, you will receive a full refund to the original payment method. Account credit is separate from refunds and may be added to your account in other situations, such as a goodwill gesture.
Use this article when you want to:
Cancel an order before it is prescribed.
Understand when you will receive a full refund.
Find out how refunds are processed.
Understand the difference between a refund and account credit.
Check how account credit is applied.
Cancel an active subscription.
Request a receipt or invoice.
Can I Cancel My Order?
Yes, you can cancel your order at any time before your order is prescribed.
Once a licensed prescriber has approved and issued your prescription, the order can no longer be cancelled.
At that stage, the medication has been prescribed specifically for you and is being prepared.
Will I Get My Money Back If My Order Is Cancelled?
Yes, if your order is cancelled, you will receive a full refund to the card you originally used to pay.
This applies whether:
You cancel the order yourself before a prescription is issued.
We cancel the order because a prescriber is unable to approve your treatment.
We cancel the order because required information or action was not received from you in time.
Refunds are returned to your original payment method.
We will send you a confirmation email as soon as the refund has been processed. The time it takes for the refund to appear on your card statement depends on your bank.
What Is an Account Credit?
Account credit is separate from a refund.
Account credit may be added to your account for another reason, such as a goodwill gesture. Account credit is not issued instead of a refund when an order is cancelled.
If you have RocketRx account credit:
The credit is applied automatically at checkout when you place a new order.
The credit does not apply to automatic refills on an active subscription.
If you cancel a subscription and later restart it, any account credit you still hold will be applied to your first order after restarting.
How Do I Cancel a Subscription?
To prevent your next subscription order from being processed, cancel your subscription at least 48 hours before your next scheduled shipment date.
If you cancel less than 48 hours before the scheduled shipment date:
The next subscription order will already be in progress.
That order will still go ahead.
No further subscription orders will be placed after that order.
How Do I Get a Receipt or Invoice?
To request a receipt or invoice for an order:
Contact RocketRx Customer Care.
Customer Care will send the receipt to the email address held on your account.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available