Talk to a human.

Medical questions about your treatment

If your question is about your dose, your side effects, or whether a treatment is right for you, message your care team directly through your patient account. That goes to the licensed clinician who reviewed your intake, not to our support desk.

Our support team can help with orders, shipping, billing and account access. They are not clinicians and cannot give medical advice.

Reporting a side effect or adverse event

If you are having a medical emergency, call 911 or go to your nearest emergency room. Do not use this page.

For any side effect or unexpected reaction that is not an emergency, tell us as soon as you notice it. There are three routes, and you can use more than one:

• Your care team. Message the clinician who reviewed your intake through your patient account. This is the fastest route and the only one that can change your treatment.
• Recode Labs. Email support@recodelabs.io with the subject line Adverse event report. We acknowledge every report within one business day.
• The FDA. You can report directly to the FDA MedWatch program at 1-800-FDA-1088 or at fda.gov/medwatch. You do not need our permission and you do not need to tell us first.

What we do with a report. We record it, pass it to the prescribing clinician and to the dispensing pharmacy, and report it onward to the FDA and the manufacturer where we are required to. We keep a written record of every report and its outcome.

Making a complaint

If something went wrong, we would rather hear it than not. Email support@recodelabs.io with the subject line Complaint, or write to us at the address above.

• We acknowledge your complaint within one business day.
• We aim to give you a substantive answer within ten business days, and we tell you if it will take longer.
• Complaints about clinical care are referred to the clinician involved and their supervising provider group.
• Complaints about dispensing or the medication itself are referred to the dispensing pharmacy.

If you are not satisfied with our answer, you can raise the matter with your state medical board, your state board of pharmacy, or your state consumer protection office. We will give you the relevant contact details if you ask.

Other ways we can help

• Privacy requests. Email privacy@recodelabs.io, or see our Privacy policy.
• Accessibility. If any part of this site is hard to use, tell us. See our Accessibility statement.
• Shipping and refunds. See Shipping and returns.
• Side effects. Report to your clinician, and to the FDA MedWatch program at 1-800-FDA-1088.