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Answers to the things people ask most, and three ways to reach a person.

Questions people ask

Your medication

What if I miss a dose?
Take it as soon as you remember, as long as it is within four days of your usual day. If it has been longer, skip it and take the next one on schedule — do not double up. If you have missed more than two in a row, message Dana before you restart, because the dose may need to step back down.
What side effects should I expect?
Nausea, feeling full quickly, and constipation are the common ones, and they usually settle within a few weeks of a dose change. Severe abdominal pain that will not ease, persistent vomiting, or signs of an allergic reaction are not in that category — call the clinical line, or 911 if it is severe.
How should I store it?
In the fridge, between 2 and 8 °C, in the box it arrived in. It can sit at room temperature for up to 28 days if it has to travel. Never freeze it — if it has frozen, do not use it, and tell us.
Can I drink alcohol on this?
There is no direct interaction, but alcohol is harder on an emptier stomach and can make nausea worse. It is also a lot of calories with no fullness attached. Dana can talk through what fits your week.

Orders and shipping

Where is my order?
Every order and its tracking is on Orders. Once a pharmacy has it, the pharmacy owns the tracking — we show you what they tell us and we cannot move it along faster.
My package has not arrived
Give it one working day past the estimate, then message Dana with your order number. Medication that has been out of refrigeration too long gets replaced rather than used — we would rather send another one.
How do I use the lab kit?
Instructions are in the box, and the label is prepaid. Post it on a Monday, Tuesday or Wednesday so it does not sit in a depot over the weekend — a sample that spends the weekend in transit usually has to be redone.

Billing

What am I being charged for?
Your membership on the same day each month, plus anything you have bought separately. Every line, with a receipt, is under Account → Billing history.
How do I get a refund?
Unopened supplements and devices can go back within 30 days. Medication cannot — once a prescription has been dispensed to you it cannot be returned or resold, which is a legal restriction rather than our policy. Message Dana and we will sort out what is possible.
How do I cancel?
Account → Membership → Manage, and it stops at the end of the period you have paid for. Your record stays — we are required to keep it, and you keep the right to a copy.

Your account

I am moving to another state
Tell us before you go. A clinician licensed where you live now cannot treat you once you live somewhere else, so a move means matching you to someone who can — and there are states we do not operate in yet. It is not a settings change.
How do I change my address?
Account → How we reach you. We check a new address is deliverable before it replaces the old one, because a prescription posted to an address that does not exist goes back to the pharmacy rather than to you.
Who can see my record?
Your coach, the clinicians treating you, and the pharmacy filling your prescriptions. Every single time someone opens it, it is written down — and you can read that list yourself under Account → Who has opened your record.