GobyMeds Ordering Process, Shipping, Reorders, and Account Help

GobyMeds is a telehealth platform for weight loss and wellness treatments, including compounded semaglutide, compounded tirzepatide, NAD+, sermorelin, and select brand-name medications. Patients complete their order through the GobyMeds Patient Portal, a review is conducted by a licensed medical provider, and, if approved, the prescription is sent to a partner pharmacy for fulfillment and shipping.

GobyMeds is not a subscription service. There are no membership fees, hidden fees, automatic refills, or recurring medication charges. Patients pay for orders they place, and medication is filled only after provider review and prescription approval.

New patients should go to GobyMeds.com, select Get Started, choose the relevant program or product category, create an account, and complete the intake. Existing patients should log in to the Patient Portal and complete the check-in under the appropriate product category when available.

During intake or check-in, patients may be asked to provide:

· Contact information, shipping address, and billing address.

· Height, weight, health history, medications, and pre-existing conditions.

· Clear photos of a government-issued ID.

· A clear self-photo when required for weight-loss treatment.

· Prior prescription documentation when transferring care or reporting recent GLP-1 use.

Clear, complete information helps prevent delays. Patients should make sure photos and screenshots are legible and that required details are not cut off, blurry, shadowed, or obscured.

Patients transferring a prescription or reporting recent GLP-1 use should upload documentation that shows:

· The patient’s full name.

· Medication name.

· Dose and dosing instructions, including units, milligrams, or concentration when shown.

· A recent fill date.

Acceptable documentation may include a photo of the pharmacy label from the most recently dispensed medication, a copy of the prescription, or a screenshot from a verified patient portal or pharmacy source. If documentation is incomplete or unclear, GobyMeds may request a replacement before the provider can complete review.

Medical reviews are handled in the order received. Review typically takes 48–72 hours after the request is submitted to the medical team, but may take longer if information is missing, documentation is unclear, or the provider needs clarification.

Most GobyMeds consultations are asynchronous and occur via secure chat in the Patient Portal. Patients should check Medical Chat regularly and respond promptly to provider questions. Medical Chat is not a live chat; messages are answered in the order received. Notifications of unread messages may be sent by SMS.

Due to state law, new patients located in Kansas, Louisiana, Mississippi, New Mexico, and West Virginia may be required to schedule a video-based appointment with a medical provider to complete their initial consultation. Reviews for subsequent follow-up orders will be handled in an asynchronous, chat-based format.

Medical Chat should not be used for emergencies. If a patient is experiencing a medical emergency, they should call 911 or go to the nearest emergency room.

A typical order moves through these stages:

1. Patient completes intake, submits payment, and uploads required documentation.

2. An internal review team verifies the information and documentation.

3. The medical team completes a review.

4. If approved, a prescription is issued and sent to the pharmacy.

5. The pharmacy prepares, cold-packs, and ships the medication.

6. Tracking information is sent by email and available in the Patient Portal once an order has shipped.

After prescription approval, pharmacy fulfillment commonly takes 2-4 business days. Timing can vary by pharmacy, prescription type, order volume, missing/incorrect address information, weekends, holidays, and carrier availability. Patients should plan ahead if they need medication by a specific date.

All medication orders include the necessary supplies (such as syringes and alcohol wipes) and 2-day shipping.

Our partner pharmacies process orders on business days and are closed on weekends and holidays. Pharmacies do not ship on weekends, and carriers generally do not deliver on Sundays. Some addresses are not eligible for Saturday delivery which may cause the pharmacy to limit shipments on Thursdays and Fridays. Orders sent to the pharmacy over the weekend begin processing on the next business day.

Once tracking is available, patients can manage delivery preferences through carrier tools such as UPS My Choice or FedEx Delivery Manager. Depending on the carrier, patients may be able to add delivery instructions, set alerts, view estimated delivery windows, or hold the package at an approved pickup location.

Please note that changes to delivery preferences that cause delays and orders that are sent to pickup locations are not eligible for reshipment if the transit time exceeds the tested stability window for the medication.

Patients can check order status in the Patient Portal under Order Details.

If an order appears to be stuck in Medical Review, the patient should check their Medical Chat for provider questions.

Orders are not placed until a valid payment method is submitted and an order confirmation is received. When placing an order for a GLP-1 or peptide, a pre-authorized hold for the order amount is placed on the provided payment method and will be converted into a charge if a prescription is issued. When placing an order for testosterone replacement therapy or support, the entire amount is charged to the payment method. Patients are not charged for medication unless the prescription is approved; testosterone replacement and support orders will be refunded, minus the cost of labs, if a prescription is denied.

Once shipped, the tracking number and carrier details are sent by email and shown in Order Details. The carrier tracking page is the best place for real-time delivery updates.

GobyMeds may offer multi-month treatment bundles, including 3-month plans, when available for the patient’s medication, pharmacy, state, and provider coverage. Multi-month bundles can reduce how often a patient needs to order by providing medication for a longer treatment period at one listed price.

To select a 3-month plan, patients should proceed through their intake form to the product selection page and choose an applicable 3-month or step-up option, if available. If a 3-month option is not shown, it may not be available in the patient’s state or for that provider, medication, or pharmacy combination.

Medication for multi-month bundles is sent together in a single shipment. In some cases, a multi-month supply may be consolidated into fewer vials. Patients should always follow the prescription label and included dosing instructions.

GobyMeds partners with multiple pharmacies, including 503A and 503B facilities. Available pharmacy options vary by medication, formulation, additive, location, state coverage, and fulfillment rules.

During reorder or product selection, patients are able to choose a fulfilling pharmacy and medication additive. For ease, the product selection page defaults to show a small number of pharmacies, based on the lowest price offered. To view all available pharmacies and options, patients should select Show All Pharmacies.

Pharmacy choice can affect price, formulation, concentration, additives, packaging, shipping method, and vial count. Patients should review pharmacy, medication, dose, shipping address, and price before submitting their order.

GobyMeds reserves the right to re-route a patient's order to an alternative pharmacy due to delays, stock shortages, or other fulfillment issues. If medication, additive, bundle length, and price remain the same, the pharmacy change will happen automatically, and the patient will be informed of the change. If a pharmacy change will alter medication, additive, bundle length, or price, the patient will be required to approve the change before it is processed.

A patient's reorder window typically opens about 10 days before they are estimated to run out of medication. GobyMeds may send email or SMS reminders about reordering. Some medication reorders require a patient to complete an intake form to allow the provider to review progress, side effects, dose tolerance, and changes to health history. Some medication reorders require additional labs to be completed.

If a patient needs to place a reorder earlier than their scheduled check-in date, they should contact Customer Support with the request and provide supporting information. In some instances, an early reorder may need to be approved by the medical provider.

During their treatment, patients can ask medical questions, discuss side effects, report progress, request a dose adjustment, or discuss a possible medication change. If a patient is approved to increase their dose on their current medication beyond what was originally prescribed, they may run out of medication early and need to place a reorder sooner than originally scheduled.

Early reorders may be necessary if you have upcoming travel, if your medication was lost or damaged, or if you will run out of medication sooner due to an approved dosage increase. To request an early reorder, contact Customer Support with your request and include:

Our team will review your request and let you know whether an early reorder is appropriate. Requests for early reorders are reviewed on a case-by-case basis.

The starting doses of GLP-1 medications are intentionally low to help the body adjust and reduce side effects. Noticeable results often build over time as the dose is titrated. Patients should follow the dosing instructions as prescribed and should not increase their dose without prior approval from the medical team.

If, when taking the highest dose they have been prescribed, a patient finds they are feeling hungry, not experiencing early satiety, losing less than 1 pound per week, and tolerating the medication well without side effects, they may wish to request a dosage review via their Medical Chat or as part of their next reorder.

Patients may notice differences when restarting medication, changing dose, switching pharmacies, switching medication, or receiving a different concentration. These differences do not automatically mean the medication is defective. Patients should always check the vial concentration and follow the dosing instructions included with that specific order.

If a patient misses a dose of medication, they should take it as soon as they remember as long as it is within 4 days of the missed dose. If more than 4 days have passed, they should skip the missed dose and resume the normal schedule. Patients should not double doses and the minimum interval between two doses should always be 3 days. For questions about resuming treatment after a longer lapse, patients should contact the medical team via their Medical Chat.

Orders can only be changed or cancelled before they are sent to the pharmacy. After an order has been sent to the pharmacy for fulfillment, it cannot be changed or cancelled.

For changes to any of the following after an order is placed, the patient should reach out to Customer Support:

If an order is cancelled before it is prescribed, the pre-authorized hold on the card will be released. Pre-authorized holds expire after 7 days so the removal of a pending charge does not necessarily mean a prescription was denied - the order may be on hold because the medical team needs more information. Patients should check their Medical Chat and respond to any pending questions.

Due to FDA regulations, medication cannot be returned or exchanged once it is issued in a patient's name. Patients are not entitled to refunds due to perceived effectiveness issues. Patients with concerns about the efficacy of their medication should contact the medical team for a dosage review or treatment-plan guidance.

· Trouble signing up or logging in: Confirm the email and password are correct. Use Forgot Password if needed. Contact Customer Support if you still cannot access, including any relevant screenshots or error messages.

· Error: phone number or email address already in use: Each GobyMeds account requires its own unique email address and phone number. If you receive an error stating your phone number or email is already in use, an account with that contact information already exists in our system. To create a new account, use a different email address and phone number that are not associated with any existing GobyMeds account. If you believe you already have an account, use Forgot Password on the login page or contact Customer Support for assistance.

· Unable to complete intake: Make sure all required fields are complete and all required photos or documents are uploaded. Try refreshing the page or using another device if there is a technical issue. If issues persist, contact Customer Support for assistance, including any relevant screenshots or error messages.

· Need to go back and change a previous answer: Use the Previous button at the bottom of the window to navigate backwards through the intake form. This button appears on every screen throughout the intake process, up to and including the payment screen. Once payment has been submitted, you will no longer be able to change your intake form answers - contact Customer Support for assistance.

· Payment issue: Confirm payment details and available funds. Try another payment method if needed. If issues persist, contact Customer Support for assistance, including any relevant screenshots or error messages.

· Delayed shipment: Check Order Details and carrier tracking first. Contact Customer Support if the delay is significant or medication timing is a concern.

· Damaged or incorrect medication: Do not use and contact Customer Support immediately for guidance.

· Warm package or cold-pack concern: GobyMeds partner pharmacies test their medications to ensure tolerance of normal shipping conditions, including exposure to elevated temperatures. A melted ice pack or vials that are warm or room temperature on arrival do not necessarily mean the medication has been compromised. Refrigerate the medication immediately and contact Customer Support if there is visible damage or any other concerns.

· Injection or instruction questions: Review the instructions included with your medication and GobyMeds resources on taking your medication. If you have any additional concerns or if any information is unclear, contact Customer Support BEFORE injecting.

· Side effects: Mild nausea, diarrhea, or constipation can occur when starting a GLP-1 medication. Smaller meals, hydration, and avoiding rich or spicy foods may help. Persistent or worsening side effects should be discussed with the provider.

Patients who want to deactivate their GobyMeds account should contact Customer Support. If there are open orders, those orders must be completed or cancelled, and any payment holds must be released before deactivation can be completed.

GobyMeds may be legally required to retain medical records and related account data for a required period, particularly if the patient has previous orders. Retained data is stored securely in HIPAA-compliant systems. Eligible data may be deleted after the required retention period ends. A deactivated account may be reactivated upon patient request - contact Customer Support for assistance.