Order status
Patients can track the full progress of their orders via their Patient Dashboard, which provides real- time updates at every stage of the process. Each status is clearly labelled to help patients understand where their order currently stands and whether any action is required.
Phase I: Setting Prescription
Ordered: The payment has been successful and the order has been received.
Awaiting Review: The order is being reviewed by our clinical team.
Waiting for Response: Our clinical team needs additional information to proceed.
Phase II: Prescription Status
Reviewed ✓ (Approved): The order has been approved. No further action is required from the patient.
Rejected: The order has been reviewed and was not approved for clinical reasons. A full refund will be issued. Refunds typically take 3–5 working days, depending on their bank.
Note: Patients cannot be informed of the reasons for their rejection due to security and safety purposes.
Phase III: Packing and Shipping
Preparing Order: The order is now being packed by our pharmacy team. The timeline depends on the delivery option the patient has selected.
Processed ✓ (Shipped): The order has been shipped. A tracking link will be provided via email and text once scanned by the courier.
Order Cancellation/ Refund
Cancelled: The order has been cancelled and refunded.
