Scope & overview
This Shipping & Returns Policy applies to all subscription plans and prescription treatment purchases offered through the Reaux Health Platform. By purchasing or enrolling in a treatment plan, you acknowledge the terms below in addition to our Terms of Service and Telehealth Consent Agreement.
Reaux Health, LLC operates a management services organization that coordinates telehealth consultations and partners with licensed compounding and dispensing pharmacies to fulfill prescriptions issued by independent licensed Providers. Reaux Health does not itself ship or dispense medication. Fulfillment is performed by our partner pharmacy.
Because the products we coordinate are prescription medications, federal and state pharmacy laws limit our ability to accept returns. The protections and refund pathways described below are the full extent of what is available to you.
How shipping works
Prescription fulfillment timing and shipment quantity may vary depending on the treatment prescribed, the applicable plan, pharmacy requirements, and the Provider-approved treatment plan.
Certain treatment plans may be fulfilled as bundled shipments covering more than one month of treatment. When a bundled plan applies, the quantity supplied and applicable plan period will be disclosed before purchase.
Other therapies are fulfilled in one-month increments only. Each monthly supply is dispensed pursuant to an active prescription and applicable Provider approval. These therapies should not be understood to include an additional month, extended supply, or multi-month bundled supply unless expressly disclosed otherwise in writing.
If you are prescribed more than one treatment, they may be fulfilled and shipped separately. Shipment dates therefore may not align across different medications in your treatment plan.
Pharmacy fulfillment and shipping schedules may vary based on prescription timing, medication preparation requirements, pharmacy capacity, carrier availability, and other clinical or operational considerations.
Shipping timelines
After you complete intake and submit payment, the typical timeline is:
Provider review: 24 to 72 hours after intake submission. Your Provider may request additional information before issuing a prescription, which can extend this window.
Pharmacy fulfillment: 2 to 5 business days after Provider approval. Compounded medications may take longer if the formulation requires additional preparation time.
Delivery: 2 to 5 business days after fulfillment via the shipping method selected at checkout. Total time from intake to delivery is typically 5 to 12 business days, though timelines are not guaranteed.
Weather events, carrier delays, and pharmacy capacity may affect delivery times. Reaux Health is not responsible for carrier delays once a shipment has left the partner pharmacy.
If you receive more than one prescribed treatment, different medications may be prepared or shipped at different times and may arrive in separate packages.
Shipping methods & costs
Standard shipping is included where stated in the applicable subscription or treatment price. Any separate shipping charge applicable to a particular treatment will be disclosed before purchase. Shipments are sent via insured, tracked carriers selected by our partner pharmacy.
Expedited shipping may be offered at the partner pharmacy's discretion for an additional fee. If you require expedited service, contact support before placing your order; we cannot guarantee that expedited options are available for all formulations.
Shipments require an adult signature on delivery for certain medications, including those classified as controlled substances and select compounded products. The carrier will leave a notice and reattempt delivery if no adult is present.
We currently ship only to addresses within the State of Illinois. Subscriptions cannot be fulfilled to PO boxes, freight forwarders, or addresses outside Illinois.
Tracking your shipment
Once your shipment leaves the partner pharmacy, you will receive a tracking number by email from the address on your account. You can also view tracking information at any time in your patient portal under the order history view.
If you have not received a tracking number within 5 business days of Provider approval, contact support at support@reauxhealth.com so we can verify the order with the partner pharmacy.
Please ensure the shipping address on file is current and complete before checkout. Address changes after the pharmacy has prepared your shipment may not be possible; in some cases the order must be reshipped at your expense.
Eligibility for refund
Refunds are available before the partner pharmacy has begun fulfillment. The two refund pathways are:
Clinically not appropriate: If your Provider reviews your information and determines that a purchased treatment is not clinically appropriate for you before pharmacy fulfillment begins, no prescription for that treatment will be issued and any amount paid for that unfulfilled treatment will be refunded in accordance with this Policy.
Patient-initiated cancellation before fulfillment: If you cancel an eligible subscription or treatment before the partner pharmacy has begun preparing or fulfilling the applicable prescription, you may be eligible for a refund of the amount paid for that unfulfilled order.
Refunds are processed to the original payment method within 7 to 10 business days of approval.
Non-refundable circumstances
Once a prescription medication has entered pharmacy fulfillment or has been shipped, the applicable medication order is generally non-refundable, except where otherwise required by law or expressly stated in this Policy. This applies regardless of:
Whether you choose to discontinue treatment partway through the plan
Whether you experience side effects (these should be discussed with your Provider, but do not entitle you to a refund of the medication already dispensed)
Whether your prescription needs change
Whether you move out of state or otherwise become unable to continue treatment
This policy exists because federal and state pharmacy law prohibits the resale or redistribution of prescription medication that has left a licensed dispensing pharmacy, regardless of whether the medication has been opened or used. We cannot recover the cost of dispensed medication.
Discontinuation of treatment does not require a refund and does not require any additional payment. You may stop using the medication at any time at your own discretion, and your Provider will support you with clinical guidance if you choose to do so.
For therapies fulfilled one month at a time, non-refundability applies to the one-month order that has entered fulfillment or shipped. It does not by itself obligate you to purchase future monthly supplies.
Damaged, lost, or undelivered shipments
If your shipment arrives visibly damaged, do not use the medication. Photograph the packaging, retain the carrier label, and contact support at support@reauxhealth.com within 7 days of delivery. We will coordinate with the partner pharmacy to evaluate whether a replacement can be issued.
If carrier tracking shows your shipment as delivered but you have not received it, contact support within 7 days of the recorded delivery date. We will open a carrier investigation. Reaux Health does not guarantee replacement of shipments marked delivered by the carrier; resolution depends on the carrier's investigation findings.
If a shipment is returned to the partner pharmacy as undeliverable (incorrect address, repeated delivery failures, refused at door), we will contact you to arrange reshipment. Reshipment fees may apply if the failed delivery was due to inaccurate address information you provided.
Returns of prescription medication
We cannot accept returns of prescription medication. Once medication has left the partner pharmacy, federal law and Illinois pharmacy regulations prohibit the pharmacy from accepting, reusing, redistributing, or refunding dispensed prescription products. This restriction applies whether the medication is unopened, partially used, or fully used.
If you have medication you no longer need, do not return it to Reaux Health or the partner pharmacy. Instead, dispose of it safely through an authorized drug take-back program. The U.S. Drug Enforcement Administration maintains a locator at deadiversion.usdoj.gov.
Do not share medication with others, even if the other person has the same condition. Sharing prescription medication is unlawful and unsafe.
Cancellation & pause requests
You may cancel your subscription at any time. To cancel, log into the patient portal and select Cancel Subscription, or email support@reauxhealth.com from the email address on your account.
Before pharmacy fulfillment: Cancellation stops the order before shipment and you receive a full refund of the initial subscription charge.
After pharmacy fulfillment: Cancellation prevents auto-renewal at the end of your plan period and stops all future charges, but does not refund the current plan period. You will keep the medication already shipped.
Pauses: If you need to pause therapy temporarily, contact your Provider through the patient portal. Your Provider may adjust your treatment plan or recommend a brief pause. Pauses do not extend the plan period or generate refunds.
Auto-renewal disclosure (Illinois Automatic Contract Renewal Act): Subscriptions automatically renew at the end of the plan period at the then-current price unless you cancel before the renewal date. We will send you a renewal reminder by email at least 7 days before each renewal date. You may cancel anytime in the patient portal with no penalty and no further charges.
Month-to-month therapies
These therapies are fulfilled in one-month increments and may recur while the therapy remains active and clinically appropriate.
You may request cancellation of a future monthly fulfillment in accordance with the cancellation methods described above. Cancellation does not entitle you to a refund for medication that has already entered pharmacy fulfillment or has been dispensed or shipped.
Cancellation of one therapy does not automatically cancel your other active treatments or subscriptions.
Clinical continuation of any therapy remains subject to your Provider's independent medical judgment.
Contact us about shipping or refunds
For shipping questions, tracking issues, refund requests, cancellations, or any other concern related to this policy, contact us at:
support@reauxhealth.com
Reaux Health, LLC
1 E Erie St, Suite 525-3120
Chicago, IL 60611
For clinical questions about your medication or treatment plan, please message your Provider through the patient portal rather than email; Provider messages are routed through the HIPAA-compliant clinical platform.
We aim to respond to all support inquiries within 1 business day.