January 21, 2022

Delivery and Returns

We’ll send you a confirmation email right after you place your order. You can also see the details of your order in your secure online account (“Account”).


Order approval confirmation

If the treatment is deemed to be clinically appropriate, the doctors will accept your request for treatment. We’ll send you another confirmation email when one of our doctors has assessed your medical information and issued your prescription to the pharmacy.

We send prescriptions electronically and securely to Trust Medico Pharmacies, where they dispense and dispatch the medicine on the same day or the next working day.

If the doctor requires further information, you will receive an email informing you of this. The order will not be processed until you have replied to the doctors message. This must be within 35 days of placing your order. If you fail to reply within this timeframe your order with be declined and you will be refunded in full to the same payment card. Refunds take 3-5 working days to appear in your bank account.


Packaging, dispatch and deliveries

For all delivery options that are sent to your preferred address, we will use plain packaging (see the image below[4] ). Nothing on the outside of the packaging indicates that there are prescription medications within. Only pharmacy addresses appear on the packaging. Most items are dispatched using tracked Royal Mail on the day of the order or on the next working day. We share the tracking information regarding your order in your Account and by email.
A signature is required on receipt of delivery, but it does not have to be the patient who signs for it. If you need to enquire about a delivery, please call our customer support team on 1-360-722-5043.

If the doctor, for any reason, decides not to issue a prescription for a treatment you will be notified via a message in your Account and a full refund will be made to your payment card within 3-5 working days. You will be able to see the reason the prescription could not be issued in your Account where you can see messages from our doctors.
If your order doesn’t turn up by the time and date that’s it’s meant to, please don’t hesitate to get in touch with us. If you let us know right away then we can figure out what the issue was, we might be able to send out a new shipment, or we can look at other options to help resolve the matter.


When collecting from a pharmacy store

For all services you can now collect your medicine for free from any Trust Medico Pharmacy across the USA. Once your Online Doctor has approved your order, it can be ready to collect from your preferred Trust Medico Pharmacy Store as quickly as 3 hours later if ordered before 2.30pm (eligibility is determined by the product you’re ordering and the time in which your doctor is able to review your order). If you place your order after 4pm, you can collect your order the following day, after 11am. Please note, that our pharmacies are closed on Sundays.

If you do not collect your item from a pharmacy store after 2 months, the item will be returned to stock or destroyed if out of date. If this happens, your order payment will not be refunded. For certain medications, you may be required to re-complete a medical assessment or provide further medical information if collecting more than a week after the initial order. This is to ensure that the medication is still clinically appropriate for you.


When collecting from a non-pharmacy store

If your order is approved by our doctors before 4pm, you can collect your order the following day, after 1pm. You will have to collect orders from non-pharmacy stores yourself. You can’t have someone else collect on your behalf. You will also need to provide a form of identification, such as a passport or valid driver’s license.

Please note, deliveries will not be made over the weekend. Items already delivered to your selected store will be available for collection over the weekend. Please check the opening times of your selected store prior to collecting.

If an item remains uncollected from a non-pharmacy store, after 21 days, the item will be returned to our central pharmacy where we will contact you to rearrange delivery. If we do not receive a reply within one month of the medication being returned to the central pharmacy, the medication will destroyed and you will not be eligible for a refund. You will not be refunded for the medicine and the service once the medication has left our central pharmacy for safety reasons (please see below Prescription medicine). For certain medications, you may be required to re-complete a medical assessment or provide further medical information if the medication is being re-delivered to you more than a week after the initial order. This is to ensure that the medication is still clinically appropriate for you.


Additional information requests

If for any reason the doctor requires additional information prior to issuing a prescription, you’ll find a message in your Account or you may receive a text message or phone call. If you fail to respond to requests for further information within 35 days your order may be declined. If an order is declined, you will be informed of the reasons in your Account. You’ll be refunded in full to the same payment card which will take 3-5 working days to appear in your account.


Prescription medicine

For safety reasons, we cannot accept the return of medicines as the pharmacy is not able to reuse them. If you have unwanted medicine, please take it to a local pharmacy for safe disposal.
For orders that are to be delivered by post, you can cancel your order for medicines up until the point where the doctor issues your prescription (i.e. when you receive an email informing you that your order has been approved). This can be done by sending the doctor a message via your Account. Please note, a doctor may issue a prescription within minutes or hours of an order being placed.
If you order a medicine for collection at a Trust Medico pharmacy and have not yet collected it, you can cancel your order up to 7 days after placing the order and receive a full refund .

Please note when ordering a generic medication: we may use a range of manufacturers in order to provide you with your medication in a timely manner. Generic medicines are the same as the branded one no matter the manufacturer it’ll come from (dosage, effects etc).


Damaged or faulty goods

Damaged or faulty goods can be returned and we’ll fully refund you, including your postage costs. Please inform us first via a message in your Account of your intention to return faulty goods. In your message, include the nature of the fault, the order number and your postage costs. You will be required to provide images of your treatment for further investigation.

Please make sure that the returned item is complete and packaged safely to avoid further damage, and include all the original packaging. We recommend that you return faulty goods by registered mail. Please return to the dispensing pharmacy whose address you’ll find on the patient label on your medication

Please note that if the item is further damaged by the process of return an appropriate sum will be deducted from your refund.