Last modified: October 30, 2024
Auto refills with Fullscript: How it works
Patients
Overview
Auto refills are a flexible, automated service that allows you to schedule recurring orders, making it easier to follow your plan without adding to your to-do list.
Here’s what we need to automatically ship products that follow a schedule that works best for you:
- The products and quantities you’d like shipped
- Your preferred shipping frequency
- Your preferred delivery method
- Your shipping address
- Your payment information
Note:
When you register for auto refills, you expressly acknowledge and agree that your provider is automatically authorized to charge you for orders according to your chosen delivery schedule until you cancel. Read more about our Auto refills Terms and Conditions.
Video: Auto refills support
Scheduling auto refills
You can schedule products for auto refills from the catalog, your plans, the Auto refills page in your account, or the shopping cart while placing an order. See Adding and removing products from auto refill for more help.
Your first auto refill order
Here’s what you should know ahead of your first auto refill order:
✔ You will receive two reminder emails before your first ship date; an email one week before your first ship date and an email the day before your first ship date. These emails include a summary of the products that will be included in the order and your order total.
✔ An automated confirmation email, including a summary of the order and associated charges, is sent every time an order is placed.
✔ Your payment method is charged only when an order is placed.
✔ You can make changes to your auto refills before their ship date by going to the Auto refills page in your account.
✔ When setting up new auto refills from the Auto refills page (or the Orders page in the iOS app), an order is not placed right away.
Shipping information & frequency
Shipping methods & rates
Free shipping is available for orders meeting the free shipping threshold in their region. Please view our Shipping policy for rates, delivery estimates, and shipping practices.
Auto refill orders containing shelf-stable products are shipped with our standard shipping option and are delivered in 4-7 business days from the order date.
To minimize the risk of heat damage and ensure timely delivery, shipments containing one or more heat-sensitive products default to our priority option, which includes an additional cost. These shipments typically arrive within 1-3 business days from the order date, allowing for reduced time in transit and avoiding prolonged exposure to potentially warm and damaging environments. You can modify your delivery method on the Auto refills page.
Note:
Under the recommendation of our suppliers, not all heat-sensitive items ship with an ice pack as these products are manufactured to withstand time in transit and short-term heat exposure. Long-term storage continues to be the primary factor in maintaining the quality and efficacy of these products. Please refer to product labels for storage instructions.
Your shipping address
We’ll ship your order to the shipping address indicated under the Shipping address heading on the information page for your auto refill schedule. An address must be provided to activate a auto refill.
To find your shipping address:
- Tap the Orders tab.
- Tap your upcoming auto refill order.
- Tap Shipping address.
From here, you can remove your existing shipping address, or add a new address.
Adding a new shipping address for auto refills.
Note:
There is a 35-character limit for each line when entering your shipping address. If your address exceeds this limit, you may need to abbreviate parts of it.
Selecting a shipping frequency
We’ll ship orders following the shipping frequency selected. The default frequency is every 30 days (one month).
To modify the frequency of an existing auto refill:
- Tap Orders.
- Tap the auto refill order you’d like to update.
- Tap the next order box.
- To Frequency. The modal will close and a message will appear confirming the new frequency for that product.
- In the modal, select your auto refill frequency.
- Tap Confirm to change your auto refill frequency.
Selecting a delivery method
We’ll ship orders following the shipping method selected. The default shipping method is standard for all shelf-stable items. If your order contains a heat-sensitive item, it’ll default to priority shipping.
To modify the delivery method:
- Tap Orders.
- Tap the auto refill order you’d like to update.
- Tap the next order box.
- Tap Delivery Method.
- Select your delivery method and click Save.
We’ll ship your order to the shipping address indicated under the Shipping & billing heading on the Auto refills page. An address must be provided to activate auto refills.
The Shipping address management section on the Auto refills page.
Note:
There is a 35-character limit for each line when entering your shipping address. If your address exceeds this limit, you may need to abbreviate parts of it.
Selecting a shipping frequency
We’ll ship orders following the shipping frequency selected. The default frequency is every 30 days. You can modify this frequency from the Edit shipment menu as needed. Simply click the options menu ( ), then Edit order frequency. Frequencies range from every 2 weeks to six months.
Edit order frequency on the Auto refills page.
Selecting a delivery method
We’ll ship orders following the shipping method selected. The default shipping method is standard for all shelf-stable items. If your order contains a heat-sensitive item, it’ll default to priority shipping. You can modify this selection from the Edit shipment menu as needed. Simply click the options menu ( ), then Update delivery method.
Changing the delivery method for an auto refill order.
We’ll ship your order to the shipping address indicated under the Shipping & billing heading on the Auto refills screen. An address must be provided to activate auto refills.
The address management section on the Auto refills screen.
Note:
There is a 35-character limit for each line when entering your shipping address. If your address exceeds this limit, you may need to abbreviate parts of it.
Selecting a shipping frequency
We’ll ship orders following the shipping frequency selected. The default frequency is every 30 days. You can modify this frequency from the Edit shipment menu as needed. Simply click the options menu ( ), then Edit order frequency. Frequencies range from every 2 weeks to six months.
Managing shipping frequency from the Auto refills screen.
Selecting a delivery method
We’ll ship orders following the shipping method selected. The default shipping method is standard for all shelf-stable items. If your order contains a heat-sensitive item, it’ll default to priority shipping. You can modify this selection from the Edit shipment menu as needed. Simply click the options menu ( ), then Update delivery method.
Changing the delivery method for an auto refill.
Payment details
Charges will be applied to the credit card selected under Payment method on the Auto refills page. You can delete or add credit cards from within the app. Note that charges can’t be transferred to an alternate payment method once an order is placed.
To add a new payment method for an auto refill:
- Tap the Orders tab.
- Tap your upcoming auto refill order.
- Tap Payment method.
- Tap + Add new payment method.
- Type the card information into the card field.
Optional: Click the toggle for Same as shipping address if your card’s address is not the same as the order’s shipping address. - Tap Add payment method.
To remove a payment method:
- Tap the Orders tab.
- Tap your upcoming auto refill order.
- Tap Payment method.
- Tap Edit.
- Tap the X button.
- Tap Confirm to delete the payment method.
Note:
When entering your billing address, each line has a 35-character limit. If your billing address is longer, you may need to use abbreviations.
Charges will be applied to the card selected under the Payment method heading on the Auto refills page, where you can select a saved payment method or add a new card; however, we cannot transfer charges to an alternate payment method once an order is placed.
Adding a new payment method to your Shipping & billing details.
Note:
When entering your billing address, each line has a 35-character limit. If your billing address is longer, you may need to use abbreviations.
Charges will be applied to the card selected under the Payment method heading on the Auto refills screen, where you can select a saved payment method or add a new card; however, charges can’t be transferred to an alternate payment method once an order is placed. When entering your billing address, each line has a 35-character limit. If your billing address is longer, you may need to use abbreviations.
Adding a new payment method to your Shipping & billing details.
Note:
When entering your billing address, each line has a 35-character limit. If your billing address is longer, you may need to use abbreviations.
Out of stock products in your auto refills
Orders shipping within the US
- Backordered products are included in auto refill orders and are charged immediately when your order is processed. These products will ship separately (when they return to stock) and are automatically refunded if they don’t return to stock within 21 calendar days.
- Unavailable and out of stock products can’t be included in auto refills since they’re longer-term supply issues without a restock date from the supplier. Though these products won’t be included in orders placed while products are unavailable/out of stock, they’ll stay on your shipment schedule to be included in future orders when they’re available again.
Orders shipping within Canada
- Unavailable and out of stock products aren’t supported in orders shipping within Canada. Products with these statuses aren’t included in auto refill orders but will remain on your auto refill schedule to be retried on your next ship date.
Cancelling scheduled auto refills
These instructions will help you cancel auto refills that haven’t been placed. Confirmed orders can’t be canceled but may be eligible for return. Please see our Return policy for more information.
To cancel scheduled auto refills:
- Tap Orders ( ) from the bottom menu.
- Tap on an upcoming auto refill
- Tap the Next order box.
- Tap Delete auto refill.
- Then, confirm by tapping Delete.
Note:
Deleting auto refills won’t cancel orders already in progress.
Skip an upcoming auto refill
If you’d like to postpone your next auto refill, you can choose to skip your next order from the Edit shipment menu instead. See How do I skip an auto refill? for detailed instructions.
These instructions will help you cancel auto refill orders that haven’t been placed. Confirmed orders can’t be canceled but may be eligible for return. Please see our Return policy for more information.
To cancel scheduled auto refills:
- Go to the Auto refills page.
- Click the Edit shipment menu, then select Cancel auto refills.
- Select a cancellation reason to tell us why you’re canceling your auto refills (optional), then select Cancel auto refills.
Note:
Deleting auto refills won’t cancel orders already in progress.
Skip an upcoming auto refill order
If you’d like to postpone your next auto refill order, you can choose to skip your next order from the Edit shipment menu instead. See How do I skip an auto refill? for detailed instructions.
These instructions will help you cancel auto refills that haven’t been placed. Confirmed orders can’t be canceled but may be eligible for return. Please see our Return policy for more information.
To cancel scheduled auto refills:
- Go to the Auto refills page.
- Tap the Edit ( ) menu, then tap Cancel auto refills.
- Select a cancellation reason to tell us why you’re canceling auto refills (optional), then tap Cancel auto refills.
Note:
Deleting auto refills won’t cancel orders that have already been placed.
Skip an upcoming auto refill
If you’d like to postpone your next auto refill, you can choose to skip your next order from the Edit shipment menu instead. See How do I skip an auto refill? for detailed instructions.
Emails & notifications
When you activate auto refill, you can expect to receive the following emails and notifications:
Note:
Patients will only receive push notifications if they have the mobile app downloaded and push notifications enabled.
- Auto refill reminders: Reminders are sent via email (and via push notification in some instances) one week before your first ship date and the day before your first ship date.
- Order confirmations: Order confirmations are sent with every successful order. The email confirmation includes your order number, products ordered, and total charges.
- Shipment confirmations: Sent when your shipment(s) leaves the warehouse.
- Shipment out for delivery: Sent when the courier notifies us that your shipment is on the truck for delivery.
- Auto refill failure: We’ll let you know if we have any trouble processing an auto refill order and which products were impacted.
- Auto refills updated: If you make a change to your auto refills (including skipping, changing the frequency, ordering now) we’ll confirm the change via email.
