Last modified: February 4, 2025
Missing and damaged shipments or products
Damaged products
If your order arrives damaged, you can request a replacement or refund, and we’ll be happy to help. Damage that qualifies for a replacement or refund includes broken bottles, product tampering, or other issues that prevent safe use. While not required, attaching photos of the damage helps us improve order processing and packing.
Note:
For concerns about product quality or reactions after use – unrelated to shipping or packaging – see Adverse reactions & product complaints.
Missing products (shipment received)
If you’ve received an order, but it appears to be missing items:
- Check for unshipped items in your order. Go to your Order history page (or Wholesale orders page if you’re a practitioner or staff member) to check for a Partially shipped label beneath your order number or a Backordered label on products you haven’t received. This signals more items are expected to ship later.
- Check for shipments in transit. Check your inbox for additional shipping confirmation emails and tracking information. Alternatively, go to your Order history page (or Wholesale orders page if you’re a practitioner or staff member) and select the order to find tracking for shipments 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 them cool while in transit.
- Check for canceled or 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 should be reordered if you’d still like to receive them.
If you can’t locate missing product(s) using the tips above, submit a replacement or refund request to our team.
Orders shipping to US addresses
For US orders, we do our best to send all product in a single shipment. Product(s) may ship from multiple warehouses or ship later due to inventory availability when your order is placed.
Note:
Products that can’t be fulfilled within 21 days will be canceled and refunded to your card automatically. We’ll email you about any cancellations.
Orders shipping to Canadian addresses
Canadian orders are shipped in a single shipment. Out of stock products can’t be included in your order. If an item is out of stock while your order is being packed, a refund will be issued to your method of payment. Review your Order history or bank statement to check for refunded items that have been removed from your order.
Missing, lost, or stalled shipments
If you haven’t received an expected order within the timeframe you were shown in checkout:
✔ Confirm the shipment’s status on the courier’s website or your Order history page. For shipments with a Delivered status:
- Check all entrances at the address. Front entrances may be deemed unsafe for the package and couriers may leave the package at a side or back door where there’s cover.
- Check your mailbox. USPS and Canada Post may deliver shipments to 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. The delivery date may have been changed or a delivery error may have occurred resulting in the package being returned to sender or disposed of.
Tip!
Select the order number on your Order history page (or Wholesale orders page if you a practitioner or staff member) to track your order, or check your email to review your confirmation emails.
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.