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

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.

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.

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.

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.

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

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