Shipping & Returns
Getting your treatment to your door.
Here's how orders move from approval to delivery, how we package temperature-sensitive medications, and what to do on the rare occasion something isn't right.
How prescriptions ship
Prescription medications ship from a licensed pharmacy, and only after a New Tides clinician has reviewed your intake and approved treatment. Nothing is dispensed before that review is complete.
Once an order is approved, the pharmacy prepares and dispatches it within a few business days, and transit typically takes a few more depending on your location and the carrier. These are general estimates, not guarantees — preparation and delivery times can vary with order volume, weather, and carrier schedules.
Packaging & tracking
Some medications are temperature-sensitive. When that applies, the pharmacy ships with appropriate protective packaging — for example, insulated materials or cold packs — to help keep your medication within range during transit.
You'll receive tracking information once your order is on its way, so you can follow it to your door. We recommend bringing temperature-sensitive shipments inside promptly after delivery.
Returns on prescription medications
For safety reasons, prescription medications generally cannot be returned, exchanged, or resold once they have been dispensed. This is standard pharmacy practice: once a medication leaves the pharmacy, its storage and handling can no longer be verified, so it cannot re-enter the supply chain. Please don't mail prescription medications back to us.
Refunds
Once your prescription has been sent to the pharmacy, it cannot be refunded. At that point the medication is being compounded specifically for you, and — for the safety reasons above — it cannot be returned to stock or dispensed to anyone else. That holds whether or not the medication has arrived yet.
Before that point, you are not out of pocket. If your physician decides treatment isn't appropriate for you, you are not charged at all. If you change your mind before your prescription has gone to the pharmacy, contact us and we'll refund that payment.
Nothing here affects rights you may have under applicable law.
Cancelling future shipments
You can stop future shipments at any time, and there is no cancellation fee and no minimum number of months. Message your care team from your patient portal, or email care@newtides.com. Once cancelled, you are not billed again.
Cancelling stops what hasn't happened yet. It does not refund a prescription that has already been sent to the pharmacy — so if you know you want to stop, telling us sooner means there is nothing in flight to pay for.
If your order arrives damaged, delayed, or incorrect
If a shipment arrives damaged, is significantly delayed, or contains the wrong item, contact us at care@newtides.com and we'll make it right. In these cases we send a replacement at no cost to you — the remedy is a new shipment rather than a refund, so you end up with the medication you were prescribed. Reaching out promptly, and keeping the packaging if you can, helps us sort it out faster.