Missing and damaged shipments or products

Damaged products

If products arrive damaged, please submit a replacement or refund request and our team will be happy to assist. Though not required, please attach photos of incurred damage to help us improve our packing practices.

Missing products (shipment received)

If you can’t locate the missing product(s) with the tips below, please submit a replacement or refund request and our team will be happy to assist.

Before submitting a replacement/refund request: 

• Check for unshipped items in your order. Go to your Order history page (patients and clients) or Wholesale orders page (practitioners and staff) to check for a Partially shipped label beneath your order number or a Backordered label on products you haven’t received. For US orders only, this signals more items are expected to ship later. Learn more. 
• Check for additional shipments that are on their way. Check your inbox for multiple shipping confirmation emails and review tracking information. Alternatively, go to your Order history page (patients and clients) or Wholesale orders page (practitioners and staff) and select a previous order to find tracking details for shipments still in transit. 
• Open foil pouches and thoroughly check ice packs in your shipments. Small heat-sensitive items are often packed alongside ice packs to keep the package cool in transit and can be overlooked. 
• Check for canceled and refunded items. Review your order history in your Fullscript account or bank statement to check for refunded items that have been removed from your order. These must be reordered if you’d still like to receive them. 

Orders shipping to US addresses

For US orders, we do our best to ship all orders in a single shipment. Product(s) may ship from multiple warehouses or ship later due to inventory availability at the time your order was placed. 

Orders shipping to Canadian addresses

All orders shipping within Canada are shipped in a single shipment. Additionally, out of stock products can’t be included in your order. If an item is found to be out of stock while your order is being packed, an automatic refund will be issued to your original payment method. Review your Order history or bank statement to check for refunded items that have been removed from your order.

Missing, lost, or stalled shipments

Before submitting a replacement/refund request:

✔    Confirm the shipment’s delivery status on the courier’s website or your Order history page. For shipments with a Delivered status:

• Check all entrances at the address. Couriers may deem front entrances as unsafe due to weather conditions and leave the package at a side or back door where there’s cover.
• Check your mailbox. USPS and Canada Post may leave shipments in your mailbox, size permitting.
• For apartment buildings, consider checking with the apartment office in case a parcel was delivered to an incorrect mailbox.

✔    Review the shipment’s tracking history on the courier’s website. It’s possible the delivery date has been extended or a delivery error has occurred resulting in the package being returned to sender due to damage, incorrect/illegible address, etc. 

If you can’t locate your shipment with the tips above, please contact us for support.

Products received in error (mispicks)

Though we do everything in our power to ensure you receive only products you ordered, technical or human error can sometimes lead to the wrong product being sent to you. 

If you receive a product you didn’t order, please contact us so we can remedy the problem as quickly as possible.