$100 off your first order. Code: WELCOME100

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Shipping, Delivery & Lost Package Policy

We take fulfillment, delivery, and medication integrity seriously. Our process is designed to keep you informed and ensure timely, secure delivery.

Shipping Notifications

Once your order ships, you will receive:

  • Shipping confirmation email
  • Tracking number
  • Delivery updates via email, SMS, and patient portal notifications

It is the customer’s responsibility to monitor these notifications and track delivery status.

Reporting Delivery Issues

If you experience any issue with your delivery, including missing, lost, or stolen packages, you must notify us within 3 business days of the marked delivery date.

This timeframe allows us to:

  • Work directly with the carrier while tracking data is still active
  • Initiate a real-time investigation
  • Provide the fastest and most accurate resolution

Important Claim Guidelines

  • Claims reported after 3 business days from confirmed delivery are not eligible for replacement or reshipment
  • Packages marked as “Delivered” by the carrier are considered fulfilled unless reported within the claim window
  • Telezen MD is not responsible for lost or stolen packages after confirmed delivery
  • Customers are responsible for ensuring a secure delivery location

Lost Packages & Carrier Responsibility

In the rare event a package is lost in transit (not marked delivered), Telezen MD will:

  • Work with USPS, FedEx, or UPS to locate the shipment
  • Initiate a carrier investigation when appropriate
  • Evaluate reshipment on a case-by-case basis

Once an order is shipped, it is in the hands of the carrier. While we assist within the claim window, carrier outcomes are not guaranteed, especially for late-reported issues.

Refrigerated & Temperature-Sensitive Medications

Some medications require temperature-controlled shipping and are packaged with insulation and cold packs to maintain stability during transit.

  • These shipments are designed to withstand normal transit times
  • Delivery delays or unattended packages may compromise product integrity
  • Claims related to temperature exposure are reviewed case-by-case and must be reported within the 3-day claim window

Incorrect Address & Delivery Errors

  • Customers are responsible for entering accurate shipping information at checkout
  • Orders shipped to incorrect or incomplete addresses are not eligible for replacement
  • If a package is returned due to address error, reshipping fees will apply

Customer Responsibility & Order Accuracy

By placing an order, you agree:

  • All shipping and payment information provided is accurate
  • You will monitor shipment progress and delivery status
  • You will report any issues within the required timeframe

Telezen MD is not responsible for:

  • Delivery issues caused by incorrect customer-provided information
  • Missed deliveries due to failure to monitor tracking
  • Claims submitted outside of the stated policy window

Order Finalization

Orders that have entered fulfillment:

  • Cannot be modified, canceled, or refunded
  • Are considered final due to the nature of prescription compounding
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