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.

This guide shows how a patient adds and manages shipping addresses in the patient dashboard, and how to confirm the right address at checkout. Share it with your patients, and remind them to confirm their address before every order and refill.

Why it matters

Once a prescription ships, it cannot be returned, restocked, or refunded. Patients are responsible for telling Healthaide where their treatment needs to go. If a patient adds a new address but does not select it on their request for care or refill, it usually cannot be fixed after the pharmacy sends the order out. Healthaide will try to catch a mistake ahead of time, but the patient is responsible for making sure the correct address is on the order.

Shipment issues and refunds

• Platform, pharmacy, or carrier issues: Healthaide takes care of the shipment issue.
• Patient error (wrong information entered or wrong address selected): Healthaide cannot accommodate a refund.
• Expedite or address-change requests after approval: Healthaide will try to accommodate but cannot guarantee anything, and will not refund if the medication does not arrive on time.

Where to go

• Patient dashboard > Settings > Addresses

Step 1 — Add a new address

1. 01

   Sign in to the patient dashboard and open Settings.
2. 02

   Open the Addresses section. Patients who have checked out before will see their first address listed as their primary address.
3. 03

   Select Add Address.
4. 04

   Enter a label for the address (for example, Second Home), then fill in the address details.
5. 05

   Optionally choose to make it the primary address.
6. 06

   Save the address.

Step 2 — Change the primary address

1. 01

   In Settings > Addresses, find the address you want to use by default.
2. 02

   Set it as the primary address. Any saved address can be switched back to primary at any time.
3. 03

   Remember that the primary address is where an order ships by default, and it is the address pre-selected at checkout.

Step 3 — Delete an address

1. 01

   In Settings > Addresses, choose the address you no longer need.
2. 02

   Delete it. Keep at least the address you want orders to ship to.

Step 4 — Confirm the address at checkout (every order)

1. 01

   Add the treatment to the cart and go to the cart or checkout step, including for a refill or staying on the current dose.
2. 02

   Check the shipping address shown. The primary address is selected by default.
3. 03

   To ship this one order somewhere else, select a different saved address, or choose Add another address.
4. 04

   If the patient will be at the new address for a while, make it their primary address in Settings so it is selected automatically next time.
5. 05

   Continue to the pay step, authorize payment, and complete the intake screening form.

Tip for clinics: Remind patients to confirm their address before every order, not just the first one. This takes only a few seconds and prevents shipments from going to an old address.