01Processing and dispatch
Your order is not processed until a licensed clinician has reviewed your intake and issued a prescription. Nothing ships before that.
Prescriptions issued through this service are dispensed by Rush Pharmacy, a licensed compounding pharmacy in the United States.
| Stage | Typical timing |
|---|---|
| Clinical review | Within 24 to 48 hours of completing your intake |
| Pharmacy processing | 1 to 3 business days after the prescription is received |
| Transit | 2 to 5 business days, expedited where cold chain requires it |
Timings are estimates, not guarantees. Delays can occur because a clinician needs more information from you, because of pharmacy volume, weather, carrier disruption, or public holidays.
You will receive tracking information by email once your order ships.
02Cold chain and handling
Some medications require refrigeration and are shipped in insulated packaging with a coolant. These are dispatched using expedited service to limit time in transit.
Refrigerate temperature-sensitive medication promptly on arrival. If your package arrives warm, if the coolant is fully melted and the contents are at room temperature, or if the packaging is damaged, do not use the medication. Contact us at support@recodelabs.io within 48 hours and we will arrange a replacement at no cost.
Follow the storage instructions supplied with your medication. Storing medication outside the stated range can affect its safety and effectiveness.
03Delivery
- We ship only within the United States, to states where our services are available.
- We do not ship to P.O. boxes for temperature-sensitive medication.
- Someone must be able to receive the package. Signature may be required.
- Standard shipping is included in the price of your protocol unless stated otherwise.
Incorrect addresses
You are responsible for providing a correct and complete delivery address. If a package is returned as undeliverable because of an incorrect address, we will contact you to arrange reshipment. A reshipment fee may apply, and temperature-sensitive medication that has been in transit too long cannot be reshipped and must be replaced.
Lost or stolen packages
If tracking shows delivery but you have not received the package, contact us within 7 days. We will investigate with the carrier and, where appropriate, arrange a replacement.
04Returns
Under federal and state law and pharmacy regulation, prescription medication that has left the pharmacy cannot be returned to inventory, resold or reused. This applies even if the packaging is unopened. This is a legal and patient-safety requirement, not a commercial policy.
For this reason we cannot accept returns of dispensed medication.
Disposing of medication safely
Do not flush medication or place it in household waste unless the label says to. Use a pharmacy take-back program or a DEA-authorised collection site. You can find one at deadiversion.usdoj.gov.
05Refunds and cancellation
Before your order ships
You may cancel at any time before dispatch for a full refund of amounts paid for medication. Contact us at support@recodelabs.io.
If no prescription is issued
If a clinician determines that treatment is not appropriate for you, you are not charged for medication. Any amount already taken for medication is refunded in full.
After your order ships
Dispensed medication is not refundable, for the reasons above. We will make it right at no cost to you in the following cases:
- The wrong item or wrong dose was sent;
- The medication arrived damaged, or arrived outside its required temperature range;
- The package was lost in transit;
- You were charged in error.
Contact us within 48 hours for a temperature or damage issue, and within 7 days for anything else. Photographs of the packaging and the item help us resolve it faster.
Cancelling a recurring protocol
Multi-month protocols renew automatically at the end of each term, for the same length and price, until you cancel. To stop a renewal, cancel at least 48 hours before your renewal date, online from your patient account or by emailing support@recodelabs.io. This gives your care team and the pharmacy time to stop your next order. Cancellation takes effect immediately, stops all future charges, and takes no more steps than signing up. It does not refund a shipment that has already been dispatched.
If you cancel less than 48 hours before your renewal date and your renewal shipment has not yet left the pharmacy, we refund the renewal charge in full. Cancelling never affects medication you have already received, and you can restart later by completing a new intake.
How refunds are issued
Approved refunds are returned to the original payment method within 5 to 10 business days of approval. Your bank may take longer to post the credit.
06Contact us
- support@recodelabs.io
- Address
- Recode Labs LLC
1120 E Kennedy Blvd, Ste 915
Tampa, FL 33602
Have your order number ready. We respond to email within one business day.