Overview
Use this article to understand what to do if your order contains the wrong medication, the wrong quantity, or a missing item, and how replacement orders are sent.
If the medication you received does not match what your prescriber prescribed, do not take it. Contact Customer Care so the order can be reviewed and corrected.
Use this article when you want to:
Report receiving the wrong medication.
Report receiving the wrong quantity of medication.
Report an item missing from your package.
Understand why tablets may look different between orders.
Find out how we send replacement medication.
Understand when to contact us about an incorrect order.
What Should I Do If I Received the Wrong Medication?
Do not take medication that is not what your prescriber prescribed for you.
Even if the medication looks similar to what you ordered, do not take it unless the medication name and strength match your prescription.
Contact Customer Care and provide:
Your order reference number.
The medication name printed on the label you received.
The medication strength printed on the label you received.
Once we confirm what happened, you can choose between:
Receiving the correct medication at no additional cost.
Receiving a full refund.
What Should I Do If I Received the Wrong Quantity?
If the quantity you received does not match your order:
Contact RocketRx Customer Care.
Provide your order reference number.
Tell Customer Care how many tablets or items you received.
We will check the quantity against what was dispensed and correct the issue.
You will not be left short of medication or out of pocket because of an incorrect quantity.
What Should I Do If Something Is Missing From My Package?
Contact Customer Care and explain which item is missing.
This applies to:
Medication.
Any add-on items ordered alongside your treatment.
We will review your order and help resolve the missing item.
My Tablets Look Different From Last Time. Did I Receive the Wrong Medication?
Usually not. We source medication from several manufacturers. Different manufacturers may use the same active ingredient while producing tablets with different:
Colours.
Shapes.
Markings.
A change in appearance between orders does not necessarily mean you received the wrong medication.
Check the medication name and strength on the label. If both match your order, you have received the correct medication.
How Will My Replacement Medication Be Sent?
Replacement orders are usually sent using FedEx 2Day.
There are two exceptions:
If your original order was sent using FedEx Priority Overnight, the replacement will be sent using the same overnight service.
If your delivery address is a PO Box, the replacement will be sent using USPS, because FedEx does not deliver to PO Boxes.
How Soon Should I Report an Incorrect or Incomplete Order?
Contact Customer Care as soon as you notice the problem.
There is a limit to how long after delivery RocketRx can arrange a replacement, so do not delay reporting:
The wrong medication.
The wrong quantity.
A missing item.
Need Further Support?
If you still need help after reviewing the information above, additional assistance is available