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 order through the GobyMeds website or Patient Portal, complete an intake or check-in, receive provider review, and, if approved, have the prescription 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 next intake, check-in, or reorder 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 the front and back of an ID.

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

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

· Product, pharmacy, treatment length, or bundle selections when available.

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 commonly 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 text-based through the secure Patient Portal. Patients should check Medical Chat regularly and respond promptly to provider or care-team questions. Medical Chat is not live chat; messages are answered in the order received. Notifications may be sent by SMS or email.

First-time patients in Kansas, Louisiana, Mississippi, New Mexico, and West Virginia may be required to complete a video visit. Patients in other states generally complete text-based consultations unless a provider or state requirement says otherwise.

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, check-in, or reorder.

2. GobyMeds verifies the information and documentation.

3. The medical team reviews the case.

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

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

6. Tracking is sent by email and shown in the Patient Portal once available.

After prescription approval, pharmacy fulfillment commonly takes 1–3 business days. Timing can vary by pharmacy, prescription type, order volume, missing information, weekends, holidays, and carrier availability. Patients should plan ahead if they need medication by a specific date.

Each approved medication order generally includes the consultation, prescription if approved, medication, applicable supplies such as syringes and alcohol wipes, and shipping.

Partner pharmacies process and ship prescription orders on business days. Pharmacies do not ship on weekends, and carriers generally do not deliver on Sundays. Orders sent to the pharmacy over the weekend are processed and shipped on the next business day.

GobyMeds orders may ship by 1-day or 2-day service depending on the fulfillment pharmacy, medication, shipping location, and carrier. 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.

Patients can check order status in the Patient Portal under Order Details. The portal may show whether the order is still in consultation, awaiting pharmacy processing, or shipped.

If an order appears stuck in consultation, the patient should check Medical Chat for pending questions. If an order appears pending or unconfirmed, the patient may need to complete checkout or add a valid payment method. Patients are not charged for medication unless the prescription is approved.

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 or check in by providing medication for a longer treatment period at one listed price.

To select a 3-month plan, patients should proceed through intake or check-in until product selection and choose the 3-month or step-up option if it appears. If the 3-month option is not visible, it may not be available in the patient’s state or for that provider, medication, or pharmacy combination.

While some orders may arrive in more than one shipment, most multi-month packages ship in a single package. In some cases, a multi-month supply may be consolidated into fewer vials. Patients should always follow the prescription label and included dosing instructions, not assumptions based on vial count.

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 may be able to choose a preferred pharmacy or additive option. If only one pharmacy appears, patients should look for a Show All Pharmacies option near the bottom of the pharmacy selection page when available.

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

Patients can usually reorder about 10 days before running out. GobyMeds may send email, text, or portal reminders 10–7 days before the last expected dose. Reorders require a check-in so the provider can review progress, side effects, dose tolerance, and requested changes.

Monthly plans generally require monthly check-ins. Three-month bundles generally require check-ins at least every three months. If a patient needs to order earlier than scheduled, they should contact support and explain why. The prescribing team may need to approve the exception.

During check-in, patients can ask medical questions, report progress, request a higher dose, request a medication change, or discuss side effects. Dose increases can require more medication per week and may make the next refill necessary sooner.

Early check-ins can sometimes be accommodated when you need to complete your next visit sooner than scheduled. This may happen if you have upcoming travel, if your medication was lost or damaged, or if you are running low sooner than expected after a dosage increase. To request an early check-in, contact our customer support team before your next scheduled check-in date and include:

Our team will review your request and let you know whether an early check-in is appropriate. Early check-ins are reviewed case by case and may depend on provider approval, pharmacy processing times, and shipping availability.

Starting GLP-1 doses are intentionally low to help the body adjust and reduce side effects. Noticeable results often build over time as the dose is titrated. Patients who are tolerating medication but feel hungry, are losing less than expected, or believe the medication is less effective should request a dosage review through Medical Chat or during check-in.

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 GLP-1 dose, they should take it as soon as they remember only if the next scheduled dose is 3 or more days away. If the next dose is less than 3 days away, they should skip the missed dose and resume the normal schedule. Patients should not double doses.

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

If an order is canceled before fulfillment, any pre-authorized hold on the card should be released. A refunded or removed pending charge does not always mean the order was declined; the order may be on hold because the medical team needs more information. Patients should check Medical Chat and respond to pending requests.

Orders are not eligible for refunds because a patient perceives reduced medication effectiveness. Patients with effectiveness concerns should contact the provider for dosage review or treatment-plan guidance.

· Trouble signing up or logging in: Confirm the email and password. Use Forgot Password if needed. Contact support if access still fails.

· 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.

· Payment issue: Confirm payment details and available funds. Try another payment method if needed.

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

· Damaged or incorrect medication: Do not use it. Contact support immediately.

· Warm package or cold-pack concern: Refrigerate the medication after unpacking. If there is visible damage or uncertainty about safety, contact support.

· Injection or instruction questions: Review the included instructions and dashboard resources, then contact support or the provider for clarification.

· Side effects: Mild nausea, diarrhea, or constipation can occur when starting 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 support through the app, website, or portal. If there are open orders, those orders must be closed or canceled first, 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, especially when the patient has past 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 later if the patient decides to use GobyMeds again.