The checkout confirms the shipping address before the order is placed, and patients can store alternate addresses. The address selected on the order is what it ships to.
Patients are responsible for making sure that address is correct. Once a prescription ships, it cannot be returned, restocked, or refunded. If a patient added a new address but did not select it on their request for care or refill, Healthaide usually cannot fix it after the pharmacy sends the order out. Healthaide will try to catch mistakes ahead of time, but cannot guarantee it.
First work out who caused the problem:
- If the issue is with the Healthaide platform, the pharmacy, or the carrier, Healthaide takes care of the shipment issue.
- If the issue is that the patient entered the wrong information or selected the wrong address, Healthaide cannot accommodate a refund.
If the patient asks to change the address or expedite delivery after they have been approved, see the related article. Healthaide will try to help but cannot guarantee anything.
For delivery problems such as a lost package or a cold-chain issue, see the related article. To prevent this in future, have the patient confirm their address before every order and refill.
