Shipping and Delivery

How long does shipping take?

Shipping time varies by medication, pharmacy, processing schedule, and carrier.

Is there a shipping cutoff time?

There is no strict cutoff time.

If a patient orders multiple medications, is shipping charged per product or per order?

Per product.

Do you mark up shipping?

No.

Can patients track their orders?

Yes. When tracking is provided by the fulfillment pharmacy and carrier, patients can view shipment status and tracking information through the supported patient experience.

What if a patient says their order went to the wrong address?

Patients confirm the shipping address at checkout and are responsible for it. If the order went to the wrong address because of patient error, Healthaide cannot accommodate a refund. Platform, pharmacy, and carrier issues are handled by Healthaide.

Are the pharmacies US based?

Yes, all US based.

How is a patient assigned to a pharmacy?

Patient pharmacy assignment is network routed by product, state, and clinical fit.

What does pharmacy fulfillment look like behind the scenes?

Fulfillment varies by product and partner.

Why does an order still show as processing several days after it was placed?

Some pharmacies in the network ship Monday through Thursday only and operate on a one to three day fulfillment timeline.

Who handles cold chain compliance, lost packages, and replacements?

The pharmacy partners handle cold chain compliance, lost package handling, and the replacement workflow.

Can I integrate my own preferred pharmacy with the platform?

Yes. You can maintain pharmacy relationships that you develop independently from Healthaide.

How does Healthaide’s pharmacy pricing work for me?

Healthaide negotiates pharmacy pricing using volume across the broader network rather than the purchasing volume of a single clinic.

Patient address management: how patients add and manage shipping addresses

A training walkthrough of how patients add, label, change, and delete shipping addresses in the patient dashboard, how the primary address works at checkout, and why patients must confirm their address before every order.

How patients add and manage shipping addresses

Step-by-step guide for patients to add, label, change, and delete shipping addresses in Settings > Addresses, set a primary address, and confirm the right address at checkout before every order.

Who is responsible for the shipping address on a patient's order?

The patient is. Once a prescription ships it cannot be returned, restocked, or refunded. Healthaide handles platform, pharmacy, and carrier issues, but cannot refund orders that ship to the wrong address because of patient error.

How does a patient add, change, or delete a shipping address?

Patients manage addresses in the patient dashboard under Settings > Addresses: Add Address, label it, optionally make it primary, or delete addresses they no longer need.

Which address does a patient's order ship to, and what is the primary address?

Orders ship to the address selected at checkout. The primary address is pre-selected by default, and a patient can pick another saved address for one order or make it their new primary.

Can a patient expedite delivery or change the delivery address after they have been approved?

Healthaide will try to accommodate expedite or address-change requests after approval, but cannot guarantee anything and will not refund the order if the medication does not arrive on time.