Scope & overview
This Shipping & Returns Policy applies to all subscription plans offered through the Reaux Health Platform. By enrolling in a 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
Shipments are bundled, not recurring. When your Provider approves a treatment plan, the partner pharmacy fulfills your entire plan supply in a single shipment.
For example, if you enroll in a 3-month plan, the full 3-month supply ships at once after Provider approval. You will not receive monthly refills tied to a recurring charge schedule. Your next charge occurs at the end of your plan period, at which point you may renew, change plans, or cancel.
This bundled-fulfillment model is intentional: it reduces shipping costs, simplifies cold-chain logistics where applicable, and avoids gaps in therapy between refills.
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.
Shipping methods & costs
Standard shipping is included in the price of every subscription plan. There is no separate shipping charge added at checkout. 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 intake and determines that treatment is not clinically appropriate for you, no prescription will be issued and you will receive a full refund of the initial subscription charge. This determination is made at the Provider's sole clinical discretion.
Patient-initiated cancellation before fulfillment: If you cancel your subscription in the patient portal or via written request to support before the partner pharmacy has begun preparing your shipment, you are eligible for a full refund. Once the pharmacy has begun fulfillment, the order can no longer be canceled or refunded.
Refunds are processed to the original payment method within 7 to 10 business days of approval.
Non-refundable circumstances
Once your medication has shipped, your subscription is non-refundable for the remainder of the plan period. This is a hard rule and 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.
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.
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.