FAQ
The Answers You Need
The following is a carefully thought-out and curated list of the questions that several customers have asked in the past. If you have a question for us, please go through our list before getting in touch. If you still can’t find the answers you’re looking for, please contact us directly and someone on the team will be happy to assist you.
WHY CAN IT TAKE 10-15 DAYS TO RECIVE A TRACKING RESPONSE?
The time to process tracking requests can vary based on postal service delivery times and our internal processing procedures. As a result, email responses to tracking requests may take up to 10-15 business days. We appreciate your patience as we ensure secure and accurate handling of your information.
CAN I INCLUDE SHARPS OR NEEDLES IN THE MAIL-BACK ENVELOPE?
No, sharps or needles are strictly prohibited in our mail-back envelopes. This restriction is in place for safety reasons, as they can pose hazards to postal workers, handlers, and the environment. Additionally, shipping sharps violates federal regulations and postal service guidelines. For proper disposal of sharps, we recommend using dedicated sharps collection programs, local pharmacies, or community drop-off sites that specialize in medical waste. If you have questions about other prohibited items, please contact us for guidance.
DO YOU ACCEPT MEDICATIONS THAT ARE NOT IN THIER ORIGINAL PRESCRIPTION BOTTLES?
Yes, we accept medications that are not in their original prescription bottles. They need to be put into a zip top bag and sealed to prevent spills or leaks before putting them into the Mail-back Envelope.
To promote safe and secure handling, we strongly recommend using the original packaging provided by the pharmacy or other appropriate consumer packaging that securely contains the medications. This practice helps prevent potential damage or leakage during transit, which is managed by the postal service and outside our control. In accordance with federal regulations under 21 CFR Part 1317, our mail-back packages are prohibited from being opened, x-rayed, analyzed, or otherwise penetrated upon receipt. This ensures compliance with privacy protections and means the contents remain sealed and inaccessible throughout the process until destruction at an authorized facility.
For best results and to maintain regulatory standards, please adhere to the instructions included with your envelope. If you have questions about specific medications, packaging options, or potential transit risks, we suggest consulting your pharmacist or reaching out to us for additional guidance.