Frequently Asked
Questions

General

Shipping

Insurance

Products

Billing & Payments

General

I decided not to continue with treatment but never received any medication. Can I get a refund?

If the pharmacy has not yet processed your prescription order, we can release you from the 3-month minimum commitment as per the agreement during onboarding. However, please keep in mind that your first payment is non-refundable as we have already incurred costs associated with your requested treatment such as onboarding services and prepaid labwork orders which are non-refundable to us.

What if my provider says it is not medically appropriate for me to take this drug?

If our medical providers determine you are ineligible for the prescribed medication, you will receive a full refund and your subscription will be canceled. The refund process may take 3-5 business days, depending on your bank/credit card provider.

Where do I request a refill? How do I know I’m eligible for a refill?

To request a refill, please email [email protected]. You will be eligible for a refill when you have about 2-3 weeks of medication remaining. If you wish to increase your dosage, please advise us when requesting the refill.

Can I use my recent labs?

Recent lab work is required for this treatment to ensure a safe and accurate prescription. If you have labs from within the past six months which include ALL of the following test results, you can upload them during your patient intake after enrollment: Comp. Metabolic Panel, CBC, TSH (or full Thyroid Panel) and Hemoglobin A1C.

How do I cancel?

To cancel your subscription, please email [email protected]. Please submit any cancellation request at least 15 days before your next billing date. If requests are sent less than 15 days before your next billing date, an additional final monthly charge will apply before the cancellation is processed.

Do I have to fast for labs?

Yes, it is recommended to fast for 6-8 hours to provide the most accurate results. You can drink clear liquids and black coffee during the fasting period.

How long after I enroll will I receive my medication?

If our medical providers determine you are ineligible for the prescribed medication, you will receive a full refund, and your subscription will be canceled. The refund process may take 3-5 business days, depending on your bank/credit card provider.

What states can you provide services to?

We have licensed providers and pharmacy partners to serve patients in all 50 states.

I was prescribed medication by my provider. Can you send the medication?

We do not accept outside prescriptions. Our providers must review your lab work before prescribing medication to ensure your safety. Please complete the required lab work after enrollment for our doctors to proceed with the prescription.

When will my medication expire?

For information about your prescription’s expiration and usage please email [email protected]

How long do I have to commit?

We offer short-term commitments of 3 months. You’ll receive a multi-month supply with each shipment that aligns with three monthly payments.

Shipping

How can I get tracking information for my shipment?

To receive tracking information for your shipment, please register for FedEx’s Delivery Manager.

Insurance

Do you take insurance?

No, we do not accept insurance. Payment for our services is made through other accepted methods.

Products

How do I order ondansetron (anti-nausea)?

To request a 10-week supply of ondansetron (anti-nausea), simply add it to your cart at checkout. One of our medical providers will then determine whether it is right for you.

How do I order B12?

To request a 10-week supply of B12, simply add it to your cart at checkout. One of our medical providers will then determine whether it is right for you.

Is it possible to start on the current dosage of Semaglutide/Tirzepatide that I’m taking from another clinic/provider?

You can upload your current prescription after enrollment into your patient portal. The prescription needs to include the patient’s name, prescriber name, medication name, medication strength, medication dosage prescribed, and the date of the prescription.

PLEASE NOTE: The prescription provided MUST be an actual prescription. Screenshots, notes from a previous medspa, or prescriptions missing all of the aforementioned requirements are invalid and will not be considered when determining your dosage at MinuteMD.

For a higher dose than the starting dose, please notify [email protected] so we can verify it and update your chart.

Billing & Payments

Why was I charged for a second month when I never received a second medication shipment?

Your initial shipment includes a 3-month supply of medication, and the subscription payment plan was agreed upon at the time of enrollment. The charges cover the three monthly payments attached to the initial agreement.

Why did I get charged again when I already completed my three-month commitment?

If you wish to cancel after completing your three-month commitment, please inform us after processing the third payment. We require at least 15 days’ notice before the next scheduled payment date for cancellations. If we don’t receive your cancellation notice, the subscription will continue, and automatic billing will occur, regardless of if you have requested a refill or not.

How do I change my credit card information on the website?

You can update your credit card information by following these steps:

Go to https://minutemd.com/my-account/subscriptions/

Click on the View button for the subscription product you are enrolled in

On the next screen, click the Change Payment button.

If you have any delinquent payments, you’ll need to manually process the payment due by following these steps from your My Account dashboard:

Click “My Subscription.”

Scroll down to the “Related orders” section and check for any payments in a status of “Failed.”

Click the blue “Pay” button next to the failed payment.

Complete the required information, ensuring you’ve chosen the correct credit card.

Check the box to agree to the terms & conditions and click the “Renew Subscription” button.

Do I have to pay before I receive the medication?

Yes, payment is required before receiving the medication. This covers the services rendered and immediate expenses upon enrollment, including account setup, clinical coordination, and prepaid lab work orders.

Do you accept HSA, FSA, or Care Credit?

Yes, we accept HSA, FSA, and Care Credit cards as long as they are Visa/Mastercard. Customers will receive an email receipt upon enrollment which can be presented to your HSA/FSA if they request it. No other receipts are provided other than the email receipts sent to you at initial enrollment and your monthly rebilling cycles.

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