Shipping, returns & refunds.

Shipping

Every Telos Rx prescription is fulfilled from a US-licensed compounding pharmacy in our network. Orders ship once your intake has been reviewed and a US-licensed clinician has issued your prescription, typically within 4 hours of submitting your intake.

Once your prescription is shipped, you’ll receive an email with tracking. We use temperature-controlled, discreet packaging, no Telos branding or medication name on the outside of the box.

Shipping speed & cost

Free 2-day priority shipping is included on every Telos Rx subscription, baked into your plan price, no add-on at checkout. We don’t charge for expedited shipping and we don’t throttle delivery speed based on plan length.

Delivery windows depend on the carrier once your package leaves the pharmacy. Promotional surges and the December holiday window can add 1–2 days. We recommend choosing an indoor delivery location so temperature-sensitive medication isn’t exposed to weather.

Our role

Telos Rx provides the technology platform, administrative support, and customer service that connect you with independent, licensed healthcare providers and with the licensed pharmacies in our network. Telos Rx does not provide medical care, does not make clinical decisions, and does not dispense or ship medication.

Prescribing decisions are made by independent licensed providers. Medication is compounded, dispensed, and shipped by licensed pharmacies, and is subject to their policies and to applicable law. Which pharmacy fills your prescription depends on availability and may be changed by your provider or by the fulfilling pharmacy.

Returns on compounded medication

We do not accept returns on issued compounded medication. This isn’t a Telos preference, it’s a federal requirement. Compounded medications are personalised to your specific labs, dose, and clinical fit, and they are prepared for one named patient at a time. Once a compounded prescription has left the pharmacy and been delivered to you, it cannot legally be re-dispensed, reused, or returned to inventory.

If you have a quality concern with a delivered shipment (a damaged vial, leaking packaging, or a missing component), contact us within 48 hours of delivery at contact@telosrx.com. We’ll review with the pharmacy and replace at no cost when warranted.

Heat exposure & stability

Your medication ships in temperature-controlled packaging, and the dispensing pharmacy conducts stability testing on the products it compounds.

If you’re concerned a shipment has been affected by heat in transit, contact us first, before you use or discard it. Don’t throw the medication away and don’t assume it’s unusable. Keep storing it exactly as directed on your label until we tell you otherwise. Message us through your patient portal or email contact@telosrx.com and we’ll review the shipment with the pharmacy.

Because stability is tested for normal transit conditions, heat-affected medication will only be considered for refund or replacement where the courier failed to deliver within the delivery window it quoted for your shipment.

Cancelling your subscription

You can cancel your subscription anytime in one click from your patient portal, no retention call, no cancellation fee. Cancelling stops all future billing cycles. It does not refund a cycle that has already been transmitted to the pharmacy.

Cancelling a multi-month plan early. Our 3-, 6-, and 12-month plans are priced at a lower monthly rate in exchange for committing to the full term, the longer the plan, the lower the per-month price. That discount is tied to completing the term you chose. If you cancel early, the months you’ve already received are re-priced at the rate of the shortest plan that covers the time you were enrolled, and the difference is charged as a one-time adjustment at cancellation. For example, if you choose a 12-month plan and cancel after three months, those three months are re-rated at our 3-month plan price and you’re billed the difference. You’re never charged for months after you cancel.

Cancelling an order, or correcting your intake

This is different from cancelling your subscription, and the window is short.

After you place an order there is a limited period in which it can be cancelled, or an error in your intake corrected, before your prescription is transmitted to the pharmacy. How long that window lasts depends on how quickly your intake is reviewed, and reviews are often completed within a few hours.

If you need to cancel an order or fix something in your intake, contact us immediately. Message us through your patient portal, that’s the fastest way to reach us and gives us the best chance of stopping transmission. Email may not be seen in time.

Once an order has been transmitted to the pharmacy, it can no longer be cancelled and no refund is available, even if the pharmacy has not yet shipped it.

If you’re not eligible for treatment

Eligibility refund: if you submit your intake and a licensed provider determines you don’t qualify for the protocol you requested, and no prescription has been issued or transmitted to a pharmacy, you receive a 100% refund of everything you have paid. No medication ships and you are not charged for the review.

Questions about a provider’s clinical decision, your eligibility, or your treatment plan should go to the provider through your patient portal. Those are clinical determinations and Telos Rx does not make them.

Incomplete intakes

If you don’t finish the information your provider needs, refund eligibility depends on how far the order has progressed. If no provider review has taken place and nothing has been transmitted to a pharmacy, you’re refunded in full. Once the order has been sent to the pharmacy, no refund is available.

Chargebacks & disputes

If you believe you’ve been charged in error, contact us before filing a chargeback. Most billing questions are resolved the same day.

Chargebacks filed after a prescription has been transmitted to the pharmacy will be disputed with the supporting documentation for your order, and may result in suspension or termination of your Telos Rx account.

Address changes

Update your shipping address in your account before your next refill date. Once a shipment has been processed by the pharmacy, the address is locked, we cannot redirect a package in transit.

Changes to this policy

We may update this policy from time to time. Changes take effect when posted, and the date at the top of this page reflects the most recent update.

Questions

If you’re an active patient, message your care team from your patient portal, it’s the fastest way to reach us. For everything else, email contact@telosrx.com and a member of the care team will respond.