Shipping and Delivery Policy

Pharmacy Processing Time

Because we provide custom-compounded medications, each order is prepared specifically for you. Please allow up to 5 business days for our compounding pharmacy to process and formulate your medication after your prescription has been received.

Provider Review & Consultations

Every order requires a prescription from a licensed medical provider.

  • Clarifications: If the provider requires additional information to safely prescribe your medication, they may attempt to contact you via phone or the contact information provided. Please note: If the provider cannot reach you, your order processing will be delayed.

  • Approval: If the provider has no questions and deems you eligible for treatment based on your intake forms, your prescription will be written and sent directly to the pharmacy. There is no need for a phone call in these cases.

Shipping Timeline

It is important to understand that “Shipping Time” implies the time it takes for the carrier to deliver the package after it leaves our pharmacy. It does not include the time required for provider review or pharmacy compounding.

  • Selection: You may choose your preferred shipping speed at checkout.

  • Dispatch: Shipping times begin once the order has been approved by the provider, compounded, and packaged.

  • Packaging: Most approved orders are packaged and handed off to the carrier within 48 hours of pharmacy processing completion.

Restrictions

  • P.O. Boxes: We generally cannot ship to P.O. Boxes. Please provide a valid physical street address for delivery.

  • Signature Requirements: In some cases, depending on the value of the medication or carrier requirements, a signature may be required upon delivery. If you are not home, the carrier may attempt redelivery or hold the package at a local facility for pickup.

Tracking Your Order

Once your order has been packaged and a shipping label created, you will receive an automated email with your tracking number. Please allow up to 24 hours for the carrier’s tracking system to update with the location of your package.

Cancellations & Denials

  • Provider Denial: If the provider reviews your medical history and determines that you are not a candidate for treatment, your order for the medication will be cancelled. You will be refunded for the cost of the medication immediately; however, the $75 provider Consultation Fee is non-refundable.

  • Patient Cancellations: Orders can only be cancelled before they are processed by the pharmacy. Once the medication is in the compounding phase or has been shipped, it cannot be cancelled.

Lost or Stolen Packages

Firma is not responsible for packages that are lost or stolen after the carrier has confirmed delivery to the address provided. Please ensure your shipping address is secure.

Questions?

If you have questions about the status of your order, please contact us at info@firma.care.