Last modified: December 13, 2024
Managing your auto refill shipping and payment
Patients
Overview
Auto refills are designed to make staying on track with your plan simple and stress-free. Managing your shipping and payment settings ensures your orders arrive as expected and are billed correctly, giving you peace of mind.
Here’s what you can update to keep your auto refill schedule running smoothly:
- The products and quantities you’d like shipped;
- Your shipping address;
- Your preferred delivery method and frequency;
- Your payment information.
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 (where available), 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.
Warning!
Priority shipping is not currently available in Canada.
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.
Warning!
Priority shipping is not currently available in Canada.
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.
Warning!
Priority shipping is not currently available in Canada.
Adding, editing, and deleting shipping addresses
We’ll ship your order to the shipping address indicated under the Shipping address heading on the information page for you 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.
You can manage shipping addresses for your auto refills from the Auto refills page. The selected address is the address that future auto refills will ship to. Each line of the address has a 35-character limit, so you may need to abbreviate parts of your address if it exceeds that length.
The address management section on the Auto refills page.
Adding a shipping address
To add a shipping address:
- Click the +Add shipping address button.
- Then, fill out the Add a new address modal, ensuring that no line exceeds 35 characters.
- Finally, click Add address.
Fill out the address form and click Add address.
Editing or deleting a shipping address
To edit or delete a shipping address:
- select the options menu ( ).
- Then, click Edit or Delete. When editing, make changes to necessary fields and click select Save address to save your changes.
Options to Edit or Delete a shipping address.
You can manage shipping addresses for your auto refills from the Auto refills page. The selected address is the address that future auto refills will ship to. New addresses are automatically selected as the ship-to address for your future orders. Any new address you add will automatically be selected as the shipping address for upcoming orders.
Adding a shipping address
To add an address:
- Tap Shipping & billing.
- Then, tap + Add shipping address.
- Fill in all required fields.
- Finally, tap Add address.
The address management section on the Auto refills screen.
Note:
Each line of the address has a 35-character limit, so you may need to abbreviate parts of your address if it exceeds this limit.
Editing or deleting a shipping address
To edit or delete a shipping address:
- Tap the options menu ( ).
- Then, tap Edit or Delete. When editing, make changes to necessary fields and tap select Save address to save your changes.
Options to Edit or Delete a shipping address.
Editing your delivery method
You can change the delivery method of an auto refill order within your auto refill page.
To change the delivery method for an order:
- Tap Orders ( ) from the bottom menu.
- Tap on an upcoming auto refill.
- Tap the Next order box.
- Tap Delivery method.
- Choose a delivery method and tap Save.
Warning!
Priority shipping is not currently available in Canada.
You can change the delivery method of an auto refill order within your Auto refills page.
To change the delivery method for an order:
- Select the Edit shipment menu, then Update delivery method.
- Select a delivery method from the menu, then select Update to save your changes.
Changing the delivery method for an auto refill order.
Warning!
Priority shipping is not currently available in Canada.
To change the delivery method for an order:
- Tap the auto refill order’s options menu ( ), then Update delivery method.
- Select a delivery method from the menu, then tap Update to save your changes.
Changing the delivery method for an auto refill.
Warning!
Priority shipping is not currently available in Canada.
Your payment method
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.
Adding a payment method
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.
Removing a 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.
Adding a payment method
To add a new payment method from the Auto refills page:
- Expand the Shipping & billing menu ( ) if it’s not already open.
- Select +Add card under the Payment method section.
- Fill in the required fields, then select Add card to save your changes.
Adding a new payment method for your auto refills.
Note:
The billing address you input must not exceed 35 characters per line.
Removing a payment method
To remove a payment method:
- Go to the Auto refills page.
- Under the Payment method section, select the options menu ( ) next to the card you’d like to delete.
- Click Delete in the dropdown.
Deleting a credit card from your Auto refills page.
Note:
Payment methods that have been entered incorrectly can’t be edited. You must enter the card again as new.
To add a new payment method from the Auto refills page:
- Expand the Shipping & billing menu ( ) if it’s not already open.
- Select +Add card under the Payment method section.
- Fill in the required fields, then select Add card to save your changes.
Adding a credit card for auto refills.
Note:
The billing address you input must not exceed 35 characters per line.
Removing a payment method
To remove a payment method:
- Go to the Auto refills screen.
- Under the Payment method section, tap the options menu ( ) next to the payment method you want to remove, then tap Delete.
Deleting a credit card from your Auto refills page.
Note:
Payment methods that have been entered incorrectly can’t be edited. You must enter the card again as new.