Shipping Policy
This policy explains how medication ordered through NewDay Wellness is shipped and what to do if a delivery goes wrong.
Where medication ships from
Prescriptions written by your licensed provider are sent to licensed US pharmacies for dispensing. Your medication ships directly from the pharmacy to the shipping address on your account. We ship within the United States only. Availability depends on where a licensed provider and pharmacy are able to serve you, and this is confirmed when you enter your address during the online visit, before you pay.
Free shipping included
There is no separate shipping charge. The price shown at checkout includes delivery of your medication, including the cold chain packaging used for injectable products. There are no shipping fees added after checkout.
Delivery timing
Your order ships after a licensed provider approves a prescription and the pharmacy dispenses it. Estimated delivery timing and the shipping method for your order are shown at checkout and in your order confirmation. Details are confirmed at checkout. Common reasons for delay are an incomplete intake, an unanswered follow-up question from the provider, or a payment issue, so check your email and portal messages if your order has not moved.
Tracking
When your package ships, a tracking link is emailed to the address on your account. You can also check your order status in the patient portal at https://portal.hoolongevity.com. If tracking has not updated for several days or shows a delivery problem, contact care@newdaymeds.com and we will help.
Cold chain shipping for injectables
Injectable medications that need to stay cold are shipped with cold chain packaging, such as insulated containers and cooling packs, to maintain the correct temperature in transit. Please plan to receive or retrieve the package promptly on the day it arrives and refrigerate it as directed. If the cooling material has fully melted and the medication feels warm, or the package appears damaged, do not use it and report it in the patient portal within 48 hours of delivery.
Discreet packaging
All orders ship in discreet packaging with no indication of the contents on the outside of the box, including insulated cold chain shipments.
Shipping address
Make sure your shipping address is correct in the patient portal before each order is processed and before each billing date. Orders ship to the address on file when the pharmacy processes them, and we cannot promise to redirect a package after it has left the pharmacy. If you move to a different state, let us know, since availability can depend on your location.
Damaged, incorrect, or missing deliveries
Report any order that arrives damaged or incorrect through the patient portal within 48 hours of delivery, with photos if possible. If tracking shows your package as delivered but you cannot find it, check with neighbors and your building office, then contact care@newdaymeds.com so we can look into it.
Questions
For shipping questions, email care@newdaymeds.com. For medical questions, including how to store your medication, message your licensed provider through the patient portal.