Don’t use the medication yet. Contact the pharmacy that filled your prescription and tell them what happened. The pharmacy handles damaged or compromised shipments, so contact them first; don’t use an injectable that arrived warm until the pharmacy confirms it’s safe.
If it arrived warm or was left outside
Some medications are shipped refrigerated and need to stay cold. If your package arrived warm or was left outside, tell the pharmacy when the package arrived and what condition it was in, and wait for the pharmacy to confirm it’s safe before you use it.
Photos and packaging
Keep the medication and its packaging until you’ve spoken with the pharmacy. If the pharmacy asks for photos, send them to the pharmacy. Don’t send photos through the GenMeds chat or by email.
Who to contact
A damaged or compromised shipment, damaged packaging or a delivery left in the wrong place: the pharmacy.
If you can’t reach the pharmacy: message the Support team from your Dashboard.
If you’ve already used medication that arrived warm or damaged, or the problem means a gap of 14 days or more between doses: message your clinician through the chat on your Dashboard, replying to the most recent message about that prescription. If your symptoms are severe or sudden, call 911.