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Have questions?
We’ve got answers. First, tell us if you’re a Physician or a Patient.
My doctor sent my Rx - why can’t I order yet?
Rx processing typically takes 1–2 business days. Some clinics batch-send prescriptions later. If it’s been over 48 hours and you don’t see your Rx, contact support.
Where is the medication inside the box?
The medication and cooling elements are inside white “pop-up pouch” envelope within outer shipper. It is marked with a green “Medication Inside” sticker.
Remove the pouch first, verify the temperature indicator has not turned red, then store the medication as labeled. Report any issues within 48 hours of delivery.
The package felt warm or the ice packs melted. Is it still safe?
Ignore ice-pack status. Verify using the temperature indicator.
• Indicator clear + QR ✅ → Use as normal; store per label.
• Indicator shows pink/red or QR ❌ → Don’t use; call or email Support within 48 hours.
The indicator shows a little red, what now?
A slight red tint doesn’t always mean failure. Scan the temperature indicator QR for a definitive ✅/❌.
If the temperature indicator shows ❌, take a photo of the indicator and bottle and call or email Pharmalabs support within 48 hours.
Why is there moisture in the package? (Why is my package wet?)
Condensation from ice packs is normal and doesn’t affect the sealed medication. Simply dry the bottle, verify the temperature indicator has not turned red, and store, per label instructions. Report any issues within 48 hours of delivery.
I wasn’t home at delivery, will it be okay?
A short porch time is expected. Sensors within the package will monitor for sustained heat exposure.
When you get home:
- Check the temperature indicator and/or scan the QR
- If the indicator shows ✅, refrigerate immediately (unless label says room temp)
- If the indicator shows ❌, call or email Support within 48 hours.
I never received my package, what should I check first?
Things to check first:
- Review your tracking details. If the status says “delivered to agent,” it has not yet been delivered to you.
- During storms/peak season, scans can lag 12–24 hours.
- Be sure to check entire property, gated areas, lockers/offices, and PO boxes or ask neighbors.
If your package is still missing after these checks, report it the same day using the contact form or call or email Support. For suspected theft, file a police report and share the case number.
What information speeds up support resolution?
- Have these ready (within 48 hours of delivery):
- Photo of the pick sheet (showing initials)
- Photo of the pack-by card
- Photos of the package (indicator, bottle, packing slip)
- Order number + tracking URL
Next steps:
- Call or email Support and attach your photos. Include the order number and tracking URL.
Still have questions?
If your question wasn't answered in our FAQs, please use the form below to contact Pharmalabs.
Contact Information
Address
PharmaLabs, LLC
10901 Roosevelt Blvd. North, Suite: #1200C
St. Petersburg, FL 33716
Hours
Monday – Thursday: 9am – 6pm EST
Friday: 9am – 5pm EST
Saturday – Sunday: Closed
Our Partners
5710 Hoover Boulevard
Tampa, FL 33634
800.995.4363