FedEx is currently prohibiting customers from filing claims due to untimely delays/service interruptions on deliveries due to delays in service because of the COVID-19 pandemic.

Until further notice, Innovation will adopt a Temporary COVID-19 Shipping Policy:

1. Claims for Damaged Goods – Until FedEx allows for Innovation to file claims for damaged goods, Innovation will not be able to replace shipments free of charge, that are delayed to the end-user. 

2. Temperature-Sensitive Products – Especially for cold temperature products, we advise practices to default to Overnight or Next Day Shipping only. While next day shipment is temporarily not guaranteed, it increases the chance of the package to arrive within 2 days, keeping the temperature-sensitive products within appropriate ambient temperatures.

3. Reporting Service Interruptions – We encourage our practitioners and/or patients to report interruption in services to us. Although FedEx won’t reimburse us for delayed shipments, we will want to keep a log file to report to FedEx Management to advise the success rate of their deliveries.

4. FedEx2Day® – If practices select FedEx2Day® shipping, please advise that there’s a good chance the package could take up to an additional 3 days to arrive (recent activities support this claim).

5. Residences in Rural Areas – Deliveries to residences located in rural locations seem to be the most common type of service delivery failures. As such, practices and patients are encouraged to provide a business address or alternate address located within FedEx’s daily delivery schedule.

For detailed information about shipping with FedEx during the coronavirus pandemic, please visit their website. View the latest updates. 

Innovation Compounding strives to achieve patient satisfaction with each medication shipment. Although we strive for 100% accurate and timely delivery of medicine, we cannot guarantee handling by the USPS or FedEx once those medication(s) has left our facility.

Important Reminders

• Providing your email address and updated shipping address are the two best ways to ensure your package is delivered on time and correctly.
  If you’ve moved since your last fill with us or require a different shipping address upon ordering your medication, you must let a team member know.
• Once your package leaves our pharmacy, you will get an email with the tracking number of your package so you can track it to its destination. If anything looks incorrect on this email, please notify us immediately.
• Per Federal DEA Rule, certain substances (like testosterone, diazepam, ketamine) that are sent in the mail must be signed for by someone over the age of 18 upon receipt of the package.

Replacement Package Policy: LOST/MISSING PACKAGE?

Innovation Compounding may replace if all the following occurred:

• Email for tracking was previously filed with Innovation.
• The correct shipping address was provided to Innovation Compounding
• The shipping carrier cannot confirm that the package arrived at its intended destination.
• The package is outside of the allotted delivery timeframe. – Determination by a pharmacist that reshipment is warranted.

Damaged Package?

Innovation Compounding may replace if all the following occurred:

1. Damage was reported within 72 hours after receipt of package via email or by speaking to an Innovation Compounding Pharmacy Team member.
2. Pictures of damaged package was emailed to Innovation Compounding.
3. Damaged medication might be required to return ship to Innovation Compounding before a new order is sent out. Innovation Compounding will send a return label to you at no charge.
4. Determination by a pharmacist that reshipment is warranted.

Please feel free to speak to a Pharmacy Team member if you have any further questions about our shipping policy.