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.
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. Depending on the situation, that usually means a replacement or reship, arranged at our discretion. Reaching out promptly — and keeping the packaging if you can — helps us resolve it faster.
Non-prescription Essentials
Non-prescription “Essentials” — supplements and other over-the-counter products — may be returned if they are unopened and in their original packaging within 30 days of delivery. To start a return, email care@newtides.com. Opened or used items can't be accepted for return, for the same safety reasons described above.