Shipping Policy

What we ship

When a Kinetic Edge Health physician prescribes a medication, it is prepared and shipped by a licensed pharmacy partner directly to you. This policy explains how preparation and delivery work, with particular attention to temperature-sensitive and compounded medications. It should be read alongside our Refund Policy and Terms of Service.

Where we ship

We ship only to addresses within the states where our physicians are licensed and where you have been confirmed eligible for care (currently Ohio, Nebraska, Colorado, Florida, Arizona, and Illinois). We cannot ship medications outside of these states or to freight forwarders.

Preparation time

Shipping begins only after your evaluation is complete, a prescription has been issued, and any required payment has been processed. Compounded medications are made to order rather than kept on a shelf, so they require preparation time at the pharmacy. Typical preparation is approximately 1 to 2 weeks, depending on the formulation and pharmacy volume. We set expectations with you at the time your protocol is approved and let you know when your order is on its way.

Delivery timeframes

Once your order ships, standard delivery is typically 2 to 5 business days depending on your location and the carrier. Temperature-sensitive medications are often shipped using expedited service so they spend as little time in transit as possible. You will receive tracking information when available.

Temperature-controlled handling

Receiving your shipment

• Plan to be available to receive temperature-sensitive shipments, or arrange a secure delivery location, so the package is not left in extreme heat or cold.
• Refrigerate medications promptly when instructed.
• If you will be traveling or away, let us know so we can time your shipment appropriately.

Damaged, delayed, or lost shipments

If your medication arrives damaged, if the cold packaging has clearly failed, or if a shipment is significantly delayed or lost in transit, contact us promptly at hello@kineticedgehealth.com. We will work with the pharmacy and carrier to resolve the issue, which may include a replacement where appropriate. For patient safety, do not use a medication you believe was compromised in transit before checking with us.

Address accuracy

You are responsible for providing a complete and accurate shipping address and for notifying us of any change. We cannot be responsible for delays or non-delivery caused by an incorrect or outdated address.

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