Find answers to common questions about our treatments, process, and policies.
Serena Health is a clinician-supervised telehealth platform specializing in longevity and weight management therapies. We connect patients with licensed healthcare providers who evaluate, prescribe, and monitor treatments including NAD+ therapy and GLP-1 medications like semaglutide and tirzepatide.
Yes, all our treatments require a prescription. Our licensed clinicians review your health information and, if appropriate, prescribe medication as part of our integrated service. You don't need to bring an existing prescription - we handle everything from evaluation to fulfillment.
Absolutely. Serena Health is a LegitScript-certified healthcare merchant. Our medical team consists of licensed, board-certified healthcare providers who practice in accordance with state and federal telehealth regulations. We partner with FDA-registered compounding pharmacies for medication fulfillment.
We currently serve patients in most U.S. states where our providers are licensed and telehealth regulations permit. During intake, we'll confirm whether we can serve your state. We're continuously expanding our coverage to reach more patients.
We focus exclusively on longevity and metabolic health, allowing us to develop deep expertise in these areas. Every patient receives individualized clinician evaluation - not just a quick questionnaire approval. We also provide ongoing support and monitoring throughout your treatment journey.
Most clinician reviews are completed within 24-48 hours of submitting your intake form. We'll notify you by email once your review is complete with next steps. Complex cases may take slightly longer if additional information is needed.
If our clinicians determine that treatment isn't appropriate for you, we'll provide a clear explanation of why. You won't be charged anything, and your payment information will not be used. Your health and safety are our top priorities.
If our medical team has questions about your intake, they'll reach out directly. You can also request a consultation before or after starting treatment. Contact our support team to schedule a provider consultation if needed.
Our support team is available to answer questions about your treatment. For medical questions, we can connect you with our providers. We also provide detailed instructions with every shipment and have resources on our website to help guide your treatment.
Many patients with pre-existing conditions are candidates for our therapies. Our clinicians carefully evaluate your complete health history to determine if treatment is safe and appropriate. Certain conditions may require additional consideration or preclude specific treatments.
Our intake form asks about your current medications, medical history, treatment goals, and any allergies or contraindications. The more complete your information, the better our clinicians can evaluate your candidacy and personalize your treatment plan.
Injectable medications are administered via subcutaneous injection, typically offering higher bioavailability. Sublingual medications are placed under the tongue and absorbed through the oral mucosa. Injectable forms often require less frequent dosing, while sublingual offers a needle-free option.
Our clinicians help you select the right treatment based on your health profile, goals, and preferences. During intake, you can indicate your preferences for delivery method and treatment type. Your provider will make a recommendation or discuss alternatives if needed.
Yes, you can switch products with clinician approval. If you'd like to try a different treatment or delivery method, contact our support team. Your provider will evaluate whether the change is appropriate and provide guidance on transitioning safely.
Treatment duration varies by therapy and individual goals. Weight management medications are typically used long-term to maintain results. NAD+ and longevity therapies may be ongoing or used in cycles. Your provider can discuss a timeline based on your goals.
Side effects vary by treatment. GLP-1 medications like semaglutide commonly cause nausea, constipation, or reduced appetite, especially when starting. NAD+ therapy may cause temporary flushing or injection site reactions. Most side effects are mild and improve as your body adjusts.
All medications are compounded by our FDA-registered and PCAB-accredited compounding pharmacy partner. They follow strict USP 797 and USP 800 standards for sterile compounding and test every batch for potency and purity before shipping.
You are only charged after your clinician approves your treatment. We collect payment information during intake for convenience, but no charge is made until approval. If you're not approved, you pay nothing.
Yes, you can cancel your subscription at any time. Contact our support team or manage your subscription through your patient portal. Cancellation will stop future orders, but you'll receive any orders already processed. No cancellation fees apply.
We offer refunds on a case-by-case basis. If you experience issues with your medication or order, contact our support team promptly. Unopened, temperature-stable medications may be eligible for refund. We cannot accept returns on temperature-sensitive medications that have been delivered.
Our services are currently self-pay only. Most longevity and weight management therapies are considered preventive or wellness care and are not covered by insurance. Our pricing includes the consultation, prescription, medication, supplies, and shipping - no hidden fees.
No. The price you see includes everything: clinician consultation, prescription, compounded medication, all supplies, and shipping. There are no setup fees, consultation fees, or surprise charges.
We accept all major credit cards including Visa, Mastercard, American Express, and Discover. Payment is processed securely through our encrypted payment system.
Medications are shipped in discreet, unmarked boxes with no indication of contents. Temperature-sensitive medications include insulated packaging and cold packs to maintain proper temperature during transit.
Packages are typically left at your door if you're not home. For temperature-sensitive medications, we recommend being available or having a secure location for delivery. You'll receive tracking information so you can plan accordingly.
We ship to most U.S. states where our providers are licensed and state regulations permit. During intake, we'll confirm whether we can ship to your location.
Temperature-sensitive medications ship in insulated packaging with gel ice packs designed to maintain proper temperature for up to 72 hours. Our shipping methods prioritize speed to minimize transit time.
Yes, you'll receive tracking information by email once your order ships. You can also view order status in your patient portal. Most orders arrive within 2-3 business days after shipping.
Yes, standard shipping is included in all subscription prices. There's no extra charge for expedited shipping when needed for time-sensitive orders.
You can manage your subscription through your patient portal or by contacting our support team. Options include updating your shipping address, changing payment methods, adjusting delivery frequency, or switching products with clinician approval.
Yes, you can pause your subscription temporarily if needed. Contact our support team to set a pause period. When you're ready to resume, simply let us know and we'll restart your orders.
You can update your payment method through your patient portal or by contacting our support team. We recommend updating before your next billing cycle to avoid any interruption in service.
Contact our support team to update your shipping address before your next order processes. Note that we can only ship to addresses in states where we're licensed to practice.
Early refills may be available depending on your medication and circumstances. Contact our support team with your request. Some medications have restrictions on early refills due to regulatory requirements.
After completing intake, you'll receive login credentials for your patient portal via email. The portal allows you to view order history, manage your subscription, access treatment information, and communicate with our support team.
All health information is encrypted in transit and at rest using industry-standard encryption protocols. Access to patient data is strictly limited to authorized personnel on a need-to-know basis.
Only our medical team and authorized support staff can access your records, and only when necessary to provide care. We never share your health information with third parties without your explicit consent, except as required by law.
Yes, Serena Health maintains comprehensive security measures including administrative, technical, and physical safeguards to protect your data.
Absolutely not. We never sell, rent, or trade your personal information or health data to third parties for marketing purposes.
Your information is stored in secure cloud infrastructure located in the United States. We use encrypted databases, secure access controls, and regular security audits. Payment information is processed by PCI-compliant payment processors.
You have rights regarding your personal data under applicable privacy laws. Contact our support team to discuss your options. Note that we're required to retain certain medical records for compliance purposes.