# NAD Cancel and Refund Policy: Common Questions

**By TelosRX Editorial Team** · 2026-09-19

**Cancelling or asking about a refund on NAD nasal spray is straightforward through TelosRX. The questions people usually have are about timing, fees, and what happens to an order already in progress. This overview from [TelosRX](https://telosrx.com) walks through cancellation, refund eligibility, and how to raise a concern with your care team.**

The short answer

**You can cancel your NAD plan anytime with no cancellation fee.** Refund eligibility depends on the specific issue, such as a shipment lost in transit or a product affected by heat exposure. Message your care team as soon as a problem comes up so it can be reviewed properly.

[Start your intake →](https://start.telosrx.com/start-online-visit/nad)

## How cancellation actually works

Cancelling a TelosRX plan for [NAD nasal spray](https://www.telosrx.com/pages/nad-nasal-spray) does not require a phone call or a reason you have to justify. You can message your care team through your account and ask to cancel, and there is no fee for doing so.

Cancellation stops future billing and future shipments going forward. It does not automatically undo a payment for an order that has already been processed, which is where refund questions usually come in. The two are related but not identical, and it helps to know which one you are actually asking about before you reach out.

If you are cancelling because the routine simply is not working for your schedule rather than because of a problem, that is a completely normal reason. It does not need any special explanation to your care team.

Some people cancel because they want to try a different format entirely, or because life circumstances shifted and a daily routine no longer fits. Others cancel because of cost, timing, or simply losing interest in the habit. None of these reasons need to be justified in detail, and your care team will not push back on a straightforward cancellation request.

## What refund eligibility generally depends on

Refunds are not automatic just because you decide you want one. Eligibility depends on the situation. A shipment that never arrives, a product visibly damaged on arrival, or a package that sat in extreme heat during transit are all situations worth raising. Those affect whether the product is usable at all.

Simply changing your mind after a shipment has already gone out is treated differently from a shipment that failed to reach you in usable condition. Your care team reviews each situation individually rather than applying one blanket rule to every request. It is worth explaining exactly what happened rather than only asking for a refund in general terms without any detail.

**Key takeaway:** Cancellation is always free and always available. Refunds depend on the specific circumstances of an order, so describe what happened clearly when you message your care team.

## If your provider does not approve you

One specific refund scenario is worth calling out directly. If a licensed provider reviews your intake and determines that NAD is not appropriate for you, you pay nothing for a declined evaluation. That protection exists because the entire point of the async intake process is medical review before any product ships.

This is different from being approved and later deciding you no longer want to continue. Approval and ongoing satisfaction are separate questions, and the pay-nothing-if-declined policy applies specifically to the approval step, not to every later stage of an ongoing plan.

## Heat exposure and shipping damage

NAD nasal spray can be affected by extended heat exposure during shipping, which is one of the more common legitimate refund situations. TelosRX ships with free two-day delivery and cold-chain care where relevant to reduce this risk, but transit conditions are not entirely within anyone's control.

If a package sat on a porch in high heat for an extended period, message your care team with photos and details before using it. The same applies if you notice anything unusual about the product's appearance on arrival. They can advise you on whether it is safe to use and whether a replacement or refund is appropriate for your specific shipment.

Do not use a product you suspect was compromised in transit. Reach out to your [care team through your NAD intake](https://start.telosrx.com/start-online-visit/nad) first, and they will walk you through next steps.

TelosRX builds shipping around minimizing this risk from the start, with free two-day delivery meant to shorten the window a package spends in transit. That does not remove every possible delay, especially during unusual weather or carrier disruptions. It is exactly why the refund review process exists for situations that fall outside normal delivery.

## Timing matters for most requests

Raising an issue promptly makes it easier for your care team to review and resolve. If a shipment looks wrong on delivery day, say so that week rather than weeks later. If you want to cancel before your next billing cycle, ask before that cycle processes rather than immediately after. A charge that has already gone through follows the refund process rather than simply being skipped or reversed automatically.

None of this means there is a narrow window that shuts the door on legitimate concerns. It simply means that a clear and prompt message gives your care team the most accurate information to work with, which usually means a faster resolution for you.

## What to include when you message your care team

A clear message speeds up any cancellation or refund request. Mention your order date, what specifically happened, and whether you are asking to cancel, requesting a refund, or both. If it relates to a shipping or appearance issue, include a photo if you can.

Your care team handles this through the same asynchronous messaging used for every other part of your [NAD nasal spray](https://www.telosrx.com/pages/nad-nasal-spray) plan, so there is no separate portal or phone tree to navigate. One message starts the process, and someone will respond, generally within the same working timeframes as any other intake question.

If you are also enrolled in another TelosRX plan, such as [sermorelin](https://www.telosrx.com/pages/sermorelin), mention which specific plan your cancellation or refund question applies to so nothing gets mixed up between accounts.

## Comparing cancellation across TelosRX plans

The cancel-anytime-with-no-fee policy is not unique to NAD. It applies the same way across TelosRX plans, including [sermorelin](https://www.telosrx.com/pages/sermorelin), [PT-141](https://www.telosrx.com/pages/pt-141), and [BPC-157](https://www.telosrx.com/pages/bpc-157). If you are enrolled in more than one plan, each is managed and cancelled separately, so be specific about which one you mean when you message your care team.

This consistency is intentional. TelosRX structures every plan around the same asynchronous intake and ongoing care model, and the policies around cancellation and refunds follow the same logic regardless of which product you are using. Knowing this ahead of time can save a step if you ever need to make a change to more than one plan at once.

It also means you do not need to relearn a different process if your needs change and you move from one product to another. A person who starts with NAD and later adds sermorelin, for example, already understands how billing, cancellation, and refund review work before they even begin the second intake. That familiarity is a small thing. It removes friction at exactly the moment when people are otherwise busy deciding whether a new routine is worth adding to what they already manage day to day.

## What does not qualify for a refund

To set realistic expectations, some situations generally do not qualify for a refund. Simply deciding after several weeks that you are not seeing the changes you hoped for is not treated as a shipping or product defect issue. NAD is an area of early research and proposed mechanism, not a treatment with a promised or predictable outcome for every person.

Likewise, a delay of a day within normal shipping variation is different from a package that sat unattended in extreme heat for an extended stretch. Your care team can explain where a specific situation falls once you describe it, so when in doubt, ask rather than assume either way.

It also helps to know that a refund and a replacement are not always the same request. Sometimes the more useful outcome is a fresh shipment rather than money back, particularly if the underlying issue was a shipping problem rather than a decision to stop the routine altogether. Say which outcome you are hoping for when you message your [NAD care team](https://start.telosrx.com/start-online-visit/nad). That helps them route your request correctly the first time instead of going back and forth over email.

[Start your treatment →](https://start.telosrx.com/start-online-visit/nad)

## Frequently Asked Questions

### Is there a fee to cancel my NAD plan?

No. You can cancel anytime with no cancellation fee. Message your care team to stop future billing and shipments, and they will confirm once the cancellation is processed on your account.

### Will I get a refund if I simply change my mind?

Changing your mind after a shipment has already gone out is treated differently from a shipment that arrived damaged or never arrived at all. Message your care team and explain your situation, since each request is reviewed individually rather than automatically approved or denied.

### What happens if my provider does not approve me?

You pay nothing if a licensed provider determines NAD is not appropriate for you during evaluation. That protection applies to the approval step specifically. Approval is subject to medical approval by a licensed provider, and approval is not guaranteed.

### What if my package sat in the heat during shipping?

Do not use a product you suspect was affected by heat exposure. Message your care team with details and a photo if possible, and they will advise on next steps, which may include a replacement or refund depending on the situation.

### How long does a refund request take to resolve?

It depends on the specifics of your situation, but messaging promptly with clear details about what happened generally leads to a faster resolution than a vague or delayed request. Your care team reviews each case individually.

### Can I cancel and restart my NAD plan later?

Yes. Cancelling now does not prevent you from restarting later if your circumstances change. You would go through a new intake, and your provider would review your situation again before approving a new order.

For general background on this coenzyme, see the [NIH PubMed Central collection on nicotinamide adenine dinucleotide](https://www.ncbi.nlm.nih.gov/pmc/?term=nicotinamide+adenine+dinucleotide). For how compounded medication is regulated, see the [FDA overview of drug compounding](https://www.fda.gov/drugs/human-drug-compounding/compounding-and-fda-questions-and-answers).

_TelosRX is LegitScript-certified. Compounded medication is not FDA-approved and is prepared by partner compounding pharmacies under federal compounding regulations. This article is general information, not medical advice, and does not replace guidance from your own provider. Approval is subject to evaluation by a licensed provider, and approval is not guaranteed. Individual results vary. TelosRX operates as an online-first, asynchronous telehealth service._

Questions about cancelling or a refund? [Message the TelosRX care team](https://start.telosrx.com/start-online-visit/nad) or start your evaluation at [TelosRX](https://telosrx.com).

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> Source: [Telos RX](https://www.telosrx.com/blogs/glp1/nad-cancel-and-refund-policy-questions)