National Telehealth Providers

Shipping Policy

NATIONAL TELEHEALTH PROVIDERS
DELIVERY & SHIPPING POLICY
Last Updated: August 7, 2026

This Delivery & Shipping Policy ("Policy") describes how services, digital access, prescription medications, and other items purchased or facilitated through National Telehealth Providers ("National Telehealth Providers," "NTP," "we," "us," or "our") are delivered.

NTP offers a combination of digital healthcare services and programs that may involve physical prescription fulfillment.

Because different Services are delivered differently, the delivery method and timing applicable to your purchase will depend upon the Service selected.

This Policy should be read together with NTP's Terms & Conditions, Refund, Cancellation & Dispute Policy, Privacy Policy, and any program-specific terms disclosed during enrollment.

1. DIGITAL CARE SERVICES
Certain NTP Services are digital services and do not involve shipment of a physical product.

These may include:
Primary Care;
Urgent Care;
Behavioral Health;
Dermatology;
Veterinary telehealth;
Membership or subscription access;
Patient portal access;
Prescription discount services; and
Other telehealth or digital services.

For applicable Care Services, patients may receive access through a participating third-party healthcare platform or licensed partner for certain human healthcare services.

Veterinary Services may be delivered through participating veterinary platforms, providers, or licensed veterinary partners where applicable.

Digital Delivery
After successful enrollment and payment, users may receive:
An enrollment confirmation;
Instructions for accessing the applicable patient or member portal;
Account activation instructions;
Links or instructions for scheduling or requesting care;
Login credentials or instructions for creating credentials; and
Other information necessary to access the purchased Service.

Digital delivery may occur by:
Email;
Text message;
Website redirect;
Patient portal;
Member portal; or
Another electronic communication method.

No physical product is shipped solely because a user enrolls in a digital Care Service.

2. DIGITAL ACCESS TIMING
NTP generally attempts to make digital Services available promptly following successful enrollment and payment.

However, activation times may vary depending upon:
Identity verification;
Payment authorization;
Account creation;
Third-party platform availability;
Provider availability;
Patient eligibility;
Technology issues;
State-specific requirements; or
Other operational circumstances.

Receipt of payment does not guarantee immediate access to a healthcare professional.

Certain Services may require the user to schedule an appointment, complete registration, answer intake questions, or take another action before care can be provided.

Where a third-party platform is responsible for patient portal access, NTP cannot guarantee uninterrupted or immediate availability of that third-party platform.

3. NO SHIPPING FOR CARE SERVICE PRESCRIPTIONS THROUGH NTP
When a healthcare provider participating in NTP Care Services determines that prescription medication is clinically appropriate, patients generally have the ability to choose an eligible pharmacy.

The prescription may be transmitted to:
A local retail pharmacy selected by the patient;
An independent pharmacy selected by the patient; or
An available mail-order pharmacy option where offered.

NTP does not itself ship medications prescribed through ordinary Care Services.

If a patient selects a local pharmacy, the patient is responsible for obtaining the prescription directly from that pharmacy.

If a patient voluntarily selects a mail-order pharmacy option, the shipping and fulfillment terms of the applicable pharmacy may apply.

4. TRT AND PHYSICAL MEDICATION FULFILLMENT
NTP facilitates access to Testosterone Replacement Therapy ("TRT") and related men's health services through participating healthcare providers and pharmacies.

TRT services are currently facilitated through licensed partners and their participating healthcare professionals and service providers.

If a healthcare provider determines that prescription treatment is clinically appropriate, the prescription may be transmitted to an independent licensed pharmacy for fulfillment.

NTP works with or facilitates access to multiple participating pharmacies.

The pharmacy used for a particular prescription may vary based upon:
The patient's delivery state;
Pharmacy licensing;
Medication availability;
Provider requirements;
Applicable federal or state law;
Pharmacy capacity;
Operational requirements; and
Other factors.

NTP does not guarantee that a particular pharmacy will fulfill a patient's prescription.

5. PRESCRIPTION PROCESSING TIME
Prescription processing does not begin merely because a patient enrolls in or pays for a TRT program.

Before medication can be fulfilled, the patient may need to complete:
Registration;
Identity verification;
Medical intake;
Healthcare provider evaluation;
Laboratory testing;
Follow-up requirements;
Prescription issuance; and
Other requirements established by the treating healthcare provider.

A prescription will be sent to a pharmacy only after an appropriately licensed healthcare provider determines that medication is clinically appropriate and issues the prescription.

Once a pharmacy receives a valid prescription, processing times vary by pharmacy, medication, prescription type, patient location, workload, and other factors.

Any processing timeframe displayed by NTP is an estimate only unless expressly stated otherwise.

6. COMPOUNDED MEDICATION PROCESSING
Certain prescriptions facilitated through NTP may involve compounded medications.

Compounded medications may require additional preparation time because they may be prepared in response to an individual prescription.

Processing times for compounded medications may therefore differ from commercially manufactured medications.

Factors affecting processing may include:
Pharmacy workload;
Medication availability;
Ingredient availability;
Prescription verification;
Compounding requirements;
Quality-control procedures;
Shipping schedules;
Holidays; and
Other operational circumstances.

NTP cannot guarantee that a compounded prescription will be prepared or shipped within a specific number of business days.

7. SHIPPING TIMEFRAMES
Once a prescription has been processed and released for shipment by the dispensing pharmacy, delivery time will depend upon the pharmacy and shipping carrier.

Estimated shipping periods displayed on NTP websites, at checkout, in communications, or through participating providers or pharmacies are estimates only and are not guaranteed delivery dates.

Delivery may be affected by:
Weekends;
Holidays;
Weather;
Carrier delays;
Pharmacy processing delays;
Medication shortages;
High order volume;
Incorrect or incomplete delivery information;
Remote delivery locations;
Regulatory requirements;
Controlled-substance shipping requirements; and
Events outside the reasonable control of NTP or the dispensing pharmacy.

NTP is not responsible for guaranteeing delivery by a specific date unless such guarantee is expressly provided in writing.

8. WEEKENDS AND HOLIDAYS
Pharmacy processing and carrier delivery schedules may be limited on weekends and federal or pharmacy-observed holidays.

Orders may not be processed, shipped, or delivered on certain weekends or holidays.

Patients should consider possible delays when requesting prescription refills and should complete required follow-up care or laboratory testing in a timely manner.

Patients should not wait until medication is exhausted before completing required refill-related steps.

9. SHIPPING CHARGES
Shipping charges, if applicable, may:
Be included in the program price;
Be included in the medication price;
Be charged separately;
Vary depending upon the pharmacy or shipping method; or
Be disclosed during checkout, enrollment, or prescription fulfillment.

The applicable arrangement depends upon the Service and pharmacy.

Any shipping fees charged directly by an independent pharmacy may be subject to that pharmacy's policies.

10. SHIPPING ADDRESS
Patients are responsible for providing a complete and accurate shipping address.

Prescription medication may be shipped only to locations permitted by:
Applicable law;
Prescriber requirements;
Pharmacy licensing;
Pharmacy policies;
Carrier requirements; and
Controlled-substance requirements.

A pharmacy may be unable to redirect medication after fulfillment has begun.

Patients should verify their delivery address before a prescription is processed.

NTP is not responsible for delays or unsuccessful delivery resulting from inaccurate, incomplete, outdated, or improperly entered shipping information provided by the patient.

11. CHANGE OF ADDRESS OR PATIENT LOCATION
Patients should promptly update NTP, the applicable healthcare provider, and/or dispensing pharmacy if their location or delivery address changes.

Because healthcare provider licensing and pharmacy licensing are state-specific, moving to or requesting delivery in another state may affect:
Provider availability;
Prescription eligibility;
Pharmacy selection;
Medication availability;
Refill timing; or
Continued availability of a Service.

A prescription may need to be transferred to another participating pharmacy if the original pharmacy is not licensed or able to ship to the patient's new location.

12. SHIPPING CONFIRMATION AND TRACKING
Where tracking information is made available by the dispensing pharmacy or carrier, the patient may receive:
A shipment confirmation;
Tracking number;
Carrier information; or
Estimated delivery information.

Tracking information may be delivered through:
Email;
Text message;
Patient portal;
Pharmacy communication; or
Another electronic method.

Tracking information may not become active immediately after a shipping label is generated.

The availability and accuracy of tracking information are controlled by the applicable pharmacy and shipping carrier.

13. SHIPPING DELAYS
Delivery estimates are not guarantees.

NTP is not responsible for delays caused by circumstances outside its reasonable control, including:
Carrier delays;
Weather;
Natural disasters;
Holidays;
Pharmacy workload;
Medication shortages;
Supply-chain disruptions;
Regulatory requirements;
Address problems;
Transportation interruptions; or
Other unforeseen events.

If a significant delay occurs, the patient may contact NTP, the dispensing pharmacy, or the shipping carrier as appropriate for assistance.

A shipping delay does not automatically entitle a patient to a refund.

Refunds, replacements, credits, and other resolutions are governed by NTP's Refund, Cancellation & Dispute Policy and any applicable pharmacy policy.

14. LOST PACKAGES
If tracking indicates that a shipment has been lost or the patient reasonably believes a shipment has not been delivered, the patient should promptly notify NTP and/or the dispensing pharmacy.

An investigation may involve:
The dispensing pharmacy;
Shipping carrier;
Patient;
NTP; or
Other service providers.

Patients may be required to verify:
Their shipping address;
Delivery status;
Tracking information;
Whether other household members received the package; or
Other relevant circumstances.

Because prescription medications are regulated products, replacement shipments may require pharmacy and/or prescriber review.

NTP cannot guarantee that a replacement medication can be shipped immediately.

15. DAMAGED SHIPMENTS
Patients should inspect medication shipments promptly after delivery.

If medication or packaging appears damaged during shipping, patients should:
Retain the medication;
Retain all packaging;
Take photographs where appropriate;
Avoid using medication that appears unsafe or compromised;
Contact the dispensing pharmacy promptly; and
Contact NTP if administrative assistance is needed.

The dispensing pharmacy is responsible for evaluating issues involving medication quality, packaging, or dispensing.

A damaged shipment does not automatically result in a cash refund.

Depending upon the circumstances, the appropriate remedy may include:
Replacement;
Reshipment;
Pharmacy review;
Carrier investigation;
Account credit;
Refund; or
Another resolution.

16. INCORRECT MEDICATION OR PRESCRIPTION ISSUE
Patients who believe they received:
The wrong medication;
The wrong strength or concentration;
Incorrect supplies;
Incorrect labeling; or
Another dispensing error
should not use the medication until they have contacted the dispensing pharmacy or treating healthcare provider for guidance.

NTP does not make clinical or pharmacy dispensing decisions.

The dispensing pharmacy should be contacted promptly regarding suspected dispensing errors.

17. TEMPERATURE-SENSITIVE SHIPMENTS
Some medications may require specific storage conditions.

Patients are responsible for reviewing and following the storage instructions provided by the dispensing pharmacy.

A package that feels warm or has experienced a shipping delay should not automatically be assumed to be unusable.

Patients should contact the dispensing pharmacy for medication-specific guidance regarding temperature exposure, stability, storage, or product integrity.

NTP customer-support personnel cannot independently determine whether medication remains clinically appropriate or safe to use following temperature exposure.

18. DELIVERY AFTER SHIPPING
Once a medication shipment has been delivered to the address provided by the patient, the patient is responsible for promptly retrieving and appropriately storing the package.

NTP is not responsible for medication that is:
Left unattended after delivery;
Exposed to inappropriate temperatures after delivery;
Stolen following confirmed delivery;
Accessed by another household member; or
Improperly stored after receipt,
except to the extent otherwise required by applicable law.

Controlled substances and prescription medications should be stored securely and kept away from children, animals, and individuals for whom the medication was not prescribed.

19. RETURNS OF PRESCRIPTION MEDICATIONS
Prescription medications generally cannot be returned for resale or reuse after they have been dispensed.

Patients should not mail prescription medication back to NTP unless specifically instructed to do so by an authorized party.

Refunds or replacements involving prescription medication are governed by NTP's Refund, Cancellation & Dispute Policy and any applicable dispensing-pharmacy requirements.

Patients should follow applicable federal, state, local, or pharmacy guidance for safe disposal of unused medications.

20. INTERNATIONAL SHIPPING
NTP's healthcare and prescription-fulfillment programs are intended for individuals receiving Services within eligible jurisdictions in the United States.

Unless expressly stated otherwise, NTP does not facilitate international shipment of prescription medication.

Prescription medication generally cannot be shipped outside the United States through NTP programs.

Service and medication availability also varies by U.S. state.

21. DIGITAL SERVICES ARE NOT PHYSICAL SHIPMENTS
Users purchasing Care Services, Veterinary Services, prescription discount access, memberships, or other digital Services should not expect to receive a physical package unless the specific Service expressly includes a physical product or medication.

Digital Services are considered delivered by NTP when the applicable access, enrollment, activation, or account information has been made available to the user, subject to any additional requirements of the applicable Service.

A user's failure to:
Open an activation email;
Create an account;
Schedule an appointment;
Use the patient portal;
Request healthcare services; or
Otherwise use available membership benefits
does not mean that the digital Service was not made available.

Refund and cancellation eligibility for unused digital Services is governed by NTP's Refund, Cancellation & Dispute Policy.

22. THIRD-PARTY SHIPPING AND FULFILLMENT
Prescription medications are dispensed and shipped by independent pharmacies and may be transported by independent shipping carriers.

NTP does not own or operate the dispensing pharmacies or shipping carriers.

Those organizations may maintain separate policies governing:
Shipping;
Delivery;
Medication handling;
Lost packages;
Replacement shipments;
Signature requirements;
Carrier claims; or
Other fulfillment matters.

Where a fulfillment issue is controlled by an independent pharmacy or carrier, NTP may assist with coordination but cannot guarantee a particular resolution.

23. ILLUSTRATIVE PRODUCT IMAGES
Medication bottles, vials, syringes, packages, labels, shipping containers, or other product images appearing on NTP websites or marketing materials may be illustrative.

Actual medication packaging may vary based upon:
Dispensing pharmacy;
Medication;
Manufacturer;
Prescription;
Concentration;
Dosage form;
Supplies; and
Applicable labeling requirements.

Product images should not be interpreted as a guarantee that a particular pharmacy, manufacturer, package, vial, concentration, or product appearance will be supplied.

24. QUESTIONS ABOUT SHIPPING OR DELIVERY
For questions regarding:
Digital enrollment;
Account activation;
Membership access;
General order status; or
NTP administrative assistance,
please contact National Telehealth Providers using the contact information provided on our website.

For questions regarding:
Whether a medication has been dispensed;
Medication packaging;
Medication storage;
Medication integrity;
Pharmacy processing;
Suspected dispensing errors; or
Other pharmacy-specific issues,
patients should contact the applicable dispensing pharmacy.

For medical questions regarding a prescription or treatment, patients should contact their treating healthcare provider through the applicable patient portal or clinical communication channel.

25. CHANGES TO THIS POLICY
NTP may update this Delivery & Shipping Policy from time to time to reflect changes in:
Services;
Pharmacy relationships;
Fulfillment arrangements;
Shipping methods;
Technology;
Applicable law; or
Business operations.

The "Last Updated" date at the top of this Policy identifies the most recent revision.