Overview
Serena Health is committed to delivering your medications safely, discreetly, and promptly. All orders are fulfilled by our FDA-registered compounding pharmacy partner and shipped using reliable carriers with full tracking.
Effective Date: March 1, 2026
Where We Ship
We currently ship to most U.S. states where our providers are licensed and regulations permit. During intake, we will confirm whether we can serve your location.
States We Serve: Service availability varies by state due to telehealth regulations and prescribing requirements. Some states have restrictions on compounded medications or specific drug types.
States with Restrictions: Certain states may have limitations on specific medications or delivery methods. Our team will advise you during the intake process.
No International Shipping: We do not ship outside the United States at this time.
No P.O. Box Delivery: Due to temperature-sensitive packaging requirements, we cannot deliver to P.O. Boxes for injectable and refrigerated products. A physical street address is required.
Shipping Timeline
Typical order timeline after clinician approval:
| Stage | Timeframe |
|---|---|
| Prescription to Pharmacy | Same day or next business day |
| Pharmacy Processing | 1-2 business days |
| Shipping Transit | 2-3 business days |
| Total Time | 5-7 business days |
Orders approved on weekends or holidays will be processed the next business day.
Shipping Methods
- Standard Shipping: 2-3 business days transit time (FREE, included in subscription)
- Expedited Shipping: 1-2 business days (available when needed at no extra charge)
We use major carriers including FedEx and UPS. All shipments include tracking information sent via email.
Climate-Controlled Packaging
Many of our medications require temperature control. We use specialized packaging to maintain medication integrity:
- Insulated Packaging: Foam-lined boxes that protect against temperature fluctuations
- Gel Ice Packs: Pre-conditioned ice packs maintain cold temperatures
- Temperature Indicators: Some packages include indicators to verify temperature was maintained
- Expedited Transit: Temperature-sensitive items ship via faster methods
Cold Chain Guarantee: Our packaging maintains proper temperature for up to 72 hours during transit. We monitor weather conditions and may delay shipping during extreme heat or cold to protect your medication.
What's in Your Package
Every shipment includes:
- Your prescribed medication
- All necessary supplies (syringes, alcohol swabs, sharps container as applicable)
- Detailed administration instructions
- Contact information for questions
Packages are shipped in discreet, unmarked boxes with no external indication of contents. The return address shows our pharmacy partner name only.
Tracking Your Order
Once your order ships:
- You receive an email with tracking number and carrier link
- Track your package online via the carrier's website
- View order status in your patient portal
- Receive delivery confirmation notification
If your tracking shows "delivered" but you haven't received your package, contact us within 48 hours.
Delivery Issues
If you experience delivery problems:
- Lost Package: Contact us if package hasn't arrived within 5 business days of estimated delivery
- Damaged Package: Contact us within 48 hours with photos; we'll replace at no cost
- Stolen Package: File a police report and contact us; we'll work with the carrier on a claim
- Wrong Address: Contact us immediately; we may be able to redirect the package
We are not responsible for packages stolen after successful delivery confirmation.
Refused or Returned Packages
If a package is refused or returned:
- Refused at Delivery: Package returns to pharmacy; you may be charged for reshipping
- Undeliverable: If address is incorrect or recipient unknown, package returns to pharmacy
- Returned Temperature-Sensitive Items: Cannot be reshipped due to safety concerns; replacement order may require additional payment
Please ensure your shipping address is accurate and someone is available to receive temperature-sensitive packages.
Contact
For shipping questions:
Email: [email protected]
Phone: +1 786 527-2536
Hours: Monday-Friday, 9am-5pm EST
Please have your order number ready when contacting us.